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OIT – Reinvention, Projects and the Horizon

OIT – Reinvention, Projects and the Horizon. Joseph J. Bernier October 11, 2012. Reinvention: The Need. Joined OIT 18 months ago OIT comprised of talented individuals with sharp skills, deep knowledge and an unquestionable dedication to RISD Sense of frustration

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OIT – Reinvention, Projects and the Horizon

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  1. OIT – Reinvention, Projects and the Horizon Joseph J. Bernier October 11, 2012

  2. Reinvention: The Need • Joined OIT 18 months ago • OIT comprised of talented individuals with sharp skills, deep knowledge and an unquestionable dedication to RISD • Sense of frustration • Are we working on the right things? • How can we realize more success? • Does the community even know what we do?

  3. Reinvention: The Basics • Identity – Who are we? • Transparency – What is OIT working on? • Communications – How is the community impacted?

  4. Identity • Customer Service • Branding • Mission, Vision, Shared Values • Additional (much needed) talent

  5. Identity: Customer Service • What if OIT were a for-profit business? • What’s our competitive advantage? • How do we deliver value and could we stay in business? • Need to be consultants to our clients • Feeling that we are an afterthought • Help clients define their needs • Get in front of the shopping adventures • OIT needs to be sought for its expert guidance and support

  6. Identity: Customer Service“You know you’ve arrived when…” • OIT deserves the trust of its clients • OIT delivers business value

  7. Identity: Customer ServiceHelp Desk Survey • Solicit feedback about satisfaction and services • GREAT participation: • Users generally pleased with support • Would like visibility into ticket system / status of tickets; escalated calls need to be monitored • Upgrading the Help Desk system • Options for hours of operation • Students had no idea who we were or what services we provide

  8. Identity:OIT Branding

  9. Identity:OIT Mission, Vision, Shared Values Vision Powering creativity. Mission To contribute valued technical services and solutions to the RISD community. Shared Values • Communication • Engagement • Planning and Preparation • Focus

  10. Identity:New Talent • Mike McGlynn, Web/Sharepoint Admin • Harry Kohn, SQL Database Admin • Jane Fleury, Sr. Business Intelligence Analyst • Dana Black, Project Manager • Spencer Dhupa, Lead Systems Analyst • Paul Foley, Interim Director, Enterprise Systems • Peter Soares, Help Desk Analyst • Laura Bullard, Administrative Assistant • 2 Vacancies

  11. Transparency – “What” • IT Governance (IT Steering Committee) • Project Management Office (PMO) • Updates and Change Control • Statistics

  12. Transparency:IT Governance The challenges: • There will always be more demand for IT services than we can provide! • We are a service organization but how do we select and prioritize the “right” projects? • IT Steering Committee (ITSC) represents all constituencies at RISD: F&A, Students and Enrollment, HR, Museum, Academic Affairs • Primary function is to select the “right” projects to be executed • Aligns our portfolio of projects with Institutional Priorities • Brokers tradeoffs

  13. Transparency: Project Management Office (PMO) – “How” • Standards for consistent project delivery and success • Developed Project and Portfolio Management capability • Ultimately, we will have true resource availability and forecasting • Project Management now an OIT Service

  14. IT Governance v. Project Management

  15. Timeline Status Date2/10/2012 Project Team Kickoff with Datatel SME2/28/11 GO / NO GO Decision6/1/12 Remapped COA Complete11/30/11 Fiscal Year 20137/2/12 Fiscal Year 20127/1/11 March May July September November March May July StartMon 1/10/11 FinishTue 7/31/12 Chart Of Accounts Remapping Project1/10/11 - 7/30/12 Discover Phase 1/10/11 - 5/31/11 Define Phase 5/31/11 - 10/21/11 Development Phase 10/22/11 - 5/31/12 Deploy Phase 6/1/12 Close Phase 7/2/12 Production Implementation Period6/1/12 - 6/29/12 Test Conversion I12/5/11 - 3/30/12 Synoptix Installation1/9/12 - 1/12/12 Test Conversion II4/2/12 - 4/27/12 Test Conversion III (Benchmark) 4/30/12 - 5/25/12 Synoptix Training2/7/12 - 2/9/12 COA User Training Period4/2/12 - 4/27/12 Chart of Accounts Project (COA): Milestones

  16. Complete On-Track At-Risk Critically Impacted Not Started Chart of Accounts (COA) Dashboard 02/13/2012 Benefits Scope Cost Resources Schedule .

  17. Transparency:Statistics • Published basic metrics in our newsletter • Looking to identify and implement more customer satisfaction related metrics • Partnered with Gartner for benchmarks

  18. Transparency:System Updates and Change Control “Hey, there’s a new checkbox on this page. Wonder how that got there and what does it do?” • Change control is the process of moving useraccepted modifications or updates into our Production environments. • Process requires users to actively participate in design/testing and the “developer” cannot be the change agent

  19. Communications • OIT|Connect (Our newsletter) • OIT Staff Meetings • Weekly “update” meetings • Monthly “Formal Agenda” meeting • 1-1’s / Direct Reports • Pipeline Review • Broadcast e-mails and voice mails • Computing.risd.edu • ITSC / Ellucian Steering Committees • Participation in various councils

  20. The Million Dollar Question… Is All This “Structure” Working?

  21. Active Directory Team – RISD Recognizes Recipients for Excellence in Teamwork • Statistics: • 9,000 Faculty, Staff and Student Accounts • All personal and departmental shares moved – 3 Terabytes worth • 435 Workstations

  22. Projects • The Year in Review • Active • Ellucian (Datatel)

  23. Projects: The Year in Review • Active Directory • Laptop Program / Apple on Campus • PMO Setup • Governance Setup • Switch and wireless improvements • Homer Lab Refresh • Home use programs: Adobe and Microsoft • Firewall replacement • Threat detection • Fiber to SOMA properties • Disaster recovery: Cloud backup / secondary site • New anti-virus, ESET • Windows Software Update Services • Partnership with Gartner • Numerous upgrades • Numerous implementations • Telecomm audit • Compliance activities • Closed ~ 9,500 tickets!

  24. Projects: Active (Non-Ellucian) • Software Selections: • Campus Resource Management, Electronic Medical Records, eProcurement, Student Time Keeping • Upgrades: • StarRez, Trackit, Monitor, Business Objects, Computrition, Facilities Commander, Kronos • Implementations: • Windstar Tax Navigator, BudgetPak, Fund Driver, Gartner Campus Access, Lynda.com • Other: • Networking and applications monitoring, OIT Customer Satisfaction survey, Sharepoint / OIT Computing Page

  25. Projects: Ellucian Improvement (Datatel) • Chart of Accounts (Complete) • Synoptix (Complete) • Institution Wide Training • Phase 1 (Computer Based Training) – In process and ongoing • Phase 2 (Classroom Training) • User Interface 4.4 and Informer • Business Objects • Student Information Systems • Upcoming: • Finance • Human Resources • Tools (Portal, SQL, Mobile Apps)

  26. Ellucian: Student Info Systems • Over 300 “requirements” • Re-verification of requirements (users and Ellucian) • FolderWave (Admissions) ~80 requirements • Data integrity and cleanup • Business process changes • New solutions implementations • User training

  27. The Horizon • OIT Strategic Plan – 5 Year Roadmap

  28. Questions?

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