Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment

1. Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment David Harrison and Joe Nicholls Cardiff University

2. Key themes and issues • Services External versus Internal • Perspectives Personal versus Organisational • Work tasks  Service Design and Management • Technology in context  Holistic service provision • Enablement Education and Requirements • External Third-party Services  Governance ... more questions than answers!

3. The Modern Working Environment University The Modern Working Environment

4. central services The Modern Working Environment University

5. The Modern Working Environment central services procedures policies Interdepartmental transfer note and other internal finance tasks procurement human resources email service finance recruitment Estates Automated signatories staff handbook University file storage electronic year planner Total projected activity (TPA) construction & core post approval Networked Desktop Salaries

6. The Modern Working Environment central services • Types of services: • Content: data/information • Tools: technology, equipment • People: knowledge, expertise, skills • Activities: business processes procedures policies Interdepartmental transfer note and other internal finance tasks procurement human resources email service finance recruitment Estates Automated signatories staff handbook University file storage electronic year planner Total projected activity (TPA) construction & core post approval Networked Desktop Salaries ‘Utilities’ - potentially commodity services?

7. central services The Modern Working Environment University Managed Research Environment Managed Learning Environment

8. MLE MRE Ethical approval Timetabling Legal Advisors Enquirer-to-student process Financial Costing Forms Improving communication with students Online student application process Research Administrators central services Researcher Profiles Improving the student’s Day 1 experience Commercial & Spinout Placement application process Stock control Supporting students on placements Managing post-graduate researchers New course process Project Management Policies & Procedures

9. Managed Research Environment Managed Learning Environment central services The Modern Working Environment University Virtual Research Environment Virtual Learning Environment

10. VRE MLE MRE VLE Collaborative workspaces Question Banks Discussion lists Question & Test Electronic journals ePortfolio Content repositories Content repositories central services Blogs Learning objects Wikis Discussion lists Electronic journals IRC Instant Messaging Wikis Text Messaging Bookmarking Blogs Learning Technologists Desktop videoconferencing Bookmarking Collaborative workspaces High Performance Computing

11. The Modern Working Environment ↑Opportunity ↑ Capability University Virtual Research Environment Virtual Learning Environment Managed Research Environment Managed Learning Environment World Wide central services Emerging external services: ↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes

12. Personal Learning Environment The Modern Working Environment World Wide University VLE MLE central services

13. Personal Teaching Environment The Modern Working Environment World Wide University VLE MLE central services

14. Personal Research Environment The Modern Working Environment World Wide University VRE MRE central services

15. The Modern Working Environment World Wide University VRE Principle Investigator MRE central services Research Fellow PhD Student

16. World Wide University chore central services My Working Environment

17. World Wide University core central services My Working Environment

18. Social Networking Tools Research skills resources Grant proposal archive Staff sickness & absence Directory of Expertise Access to IP restricted resources Policies & Procedures Collaborative workspace Shared Bookmarks Collaborative authoring Project Management Information About PhD students Research Assessment Exercise Research data management Staff development Internal Peer review Cardiff Mail (email & calendaring Staff recruitment Profiles Blogs Discussion lists Fixed-term renewal SSO & Shibboleth Publishing e-Prints Electronic signatures Grant applications Library catalogue Presence Awareness & Instant Messaging Room booking BO reports Payroll Alerts Procurement e-journals My Files Finance management News & Events External third-party services Virtual Research Environment High Performance Computing Wikis Managed Research Environment Central services My Working Environment University Internal Transfers

19. Social Networking Tools Research skills resources Grant proposal archive Staff sickness & absence Research Assessment Exercise Directory of Expertise Project Management Collaborative authoring Policies & Procedures Shared Bookmarks Collaborative workspace Information About PhD students Access to IP restricted resources Research data management Staff development Internal Peer review Cardiff Mail (email & calendaring Staff recruitment Profiles Discussion lists Blogs Fixed-term renewal Publishing e-Prints Electronic signatures Grant applications Library catalogue Presence Awareness & Instant Messaging Room booking BO reports Payroll Alerts Procurement e-journals My Files News & Events Third party tools & services Virtual Research Environment High Performance Computing Managed Research Environment Wikis My Working Environment Central services University Internal Transfers

20. Social Networking Tools Research skills resources Grant proposal archive Staff sickness & absence Collaborative workspace Policies & Procedures Research Assessment Exercise Information About PhD students Directory of Expertise Access to IP restricted resources Shared Bookmarks Collaborative authoring Project Management Research data management Staff development Internal Peer review Cardiff Mail (email & calendaring Staff recruitment Profiles Blogs Discussion lists Fixed-term renewal Publishing e-Prints Electronic signatures Grant applications Library catalogue Presence Awareness & Instant Messaging Room booking BO reports Alerts Payroll Procurement e-journals My Files News & Events Third party tools & services Virtual Research Environment High Performance Computing Managed Research Environment Wikis My Working Environment Central services Development University Internal Transfers

21. Social Networking Tools Research skills resources Grant proposal archive Staff sickness & absence Collaborative workspace Policies & Procedures Research Assessment Exercise Information About PhD students Directory of Expertise Access to IP restricted resources Shared Bookmarks Collaborative authoring Project Management Research data management Staff development Internal Peer review Cardiff Mail (email & calendaring Staff recruitment Profiles Blogs Discussion lists Fixed-term renewal Publishing e-Prints Electronic signatures Grant applications Library catalogue Presence Awareness & Instant Messaging Room booking BO reports Alerts Payroll Procurement e-journals My Files News & Events Third party tools & services Virtual Research Environment Education High Performance Computing Managed Research Environment Wikis My Working Environment Central services University Internal Transfers

22. Are we getting the balance right?

23. My Working Environment The Modern Working Environment World Wide University VRE MRE central services

24. Basic data / information related activities Seeking Retrieving Managing Manipulating Creating Disseminating Exchanging / Communicating ACTIVITY e.g.,‘Identify Funding Opportunities’

26. Mapping work activities to services e.g., First task in grant application process: Identifying Funding Opportunities Services Data / Information Activities Content Tools People Activities Consult Research Support officer Research Support officer performs search Documents detailing funding initiatives Locate and use a search engine Seeking Use Adobe Acrobat to display Funding opportunity PDF documents and forms Documents Printed by secretary Consult IT Help Desk Retrieving Research Assistant collates and organises Use Content Management System to store documents Management X X Manipulation X X X X Use guidelines and advice Use Word processor Contact and consult collaborators X Creation Paper detailing candidate opportunities Dissemination Use Email to Send to collaborators X Secretary prints & posts documents Exchange/ Communication Discuss with Research team X Feedback as email Use online collaborative workspace

27. Enablement through Partnership Learner, Teacher, Researcher ACTIVITY ACTIVITY Requirements Education Services Service provider

28. Researcher My Working Environment University central services

29. Researcher My Working Environment University VRE MRE central services

30. World Wide Researcher My Working Environment University VRE MRE central services External Third-party Services

31. No development • No control • No awareness • Benefits realisation? World Wide Researcher My Working Environment • Enablement: • Education? • Requirements? University VRE MRE central services External Third-party Services

32. No development • No control • No awareness • Benefits realisation? World Wide Researcher My Working Environment • Enablement: • Education? • Requirements? University VRE MRE central services External Third-party Services

33. Researcher My Working Environment University VRE MRE central services ? governance

34. Business Change My Working Environment Researcher Business change VRE MRE central services University