University Technology Office Director /Manager Meeting March 6 , 201 3

1. University Technology OfficeDirector/Manager Meeting March 6, 2013

2. Director/Manager Meeting | March 6, 2013 • Welcome - Gordon Wishon • UTO Goals and Priorities – Gordon • University Services Initiates • IT Service Management – • PlanviewPlans, Goals, and Metrics – Deb • New University Staff Category – Kelly • Architecture Review Board Charter – Joe • ISTB1 Project – Terry& Doug

3. Welcome Gordon

4. Welcome New Team Members

5. UTO Goals & Priorities Gordon

14. www.azregents.edu  (under Enterprise Metrics Tab)

15. PROVOST HIGH PRIORITY CIO HIGH PRIORITY • 8 Semester Tracking • Admissions Dashboard • Continuing Education Registration System • FSA Atlas to Sunapsis Migration • Transfer Initiatives: CAC Tools • Transfer Initiatives: Pathway Tracker • Undergraduate Admissions: Application Redesign • Residency Stand Alone • Centralized Digital Certificates • COPLink • Increased DR Availability at Cedar Crestone • Integrated Search • Securing Personally Identifiable Information (PII) • Security Risk Management Program • Sun Corridor TeraPop • Web Scanning Management • People Tools 8.5.3 • 2 Factor Authentication • Internet2 Innovation Platform • SCCM 2012 - Enterprise Implementation • The Service Project Technical System Phase I CFO HIGH PRIORITY • ASU Photo ID Self Service • eRecruitment • IT Infrastructure - SPA - PCI Segmentation • Service Survivability Enhancements • Web Site Inventory • Change & Configuration Mgmt / Asset Mgmt • Continuity of Operation Planning (COOP) • LN2 Dispensing Restructuring • ScanNET Upgrade to ELEMENT • Workforce Administration Phase 1 OTHER HIGH PRIORITY • ORC - Professional Learning Library • Sun Devil Fitness Facility Management Application

16. The Service ProjectLeah

17. Undergraduate Student Support Service Excellent Excellent 39% Excellent 49% 58% Very Good Rationale Very Good Very Good Good Good Good Fair Fair 27% 39% Fair Poor 18% Poor Poor My ASU Phone Overall Adjectives to Describe Service Memorable Stories Note: On a 5-point scale from Excellent to Poor, strong is Excellent and Very Good and weak is Fair and Poor Source: December 2012 – January 2013 undergraduate student support service research; n = 407

18. Project DetailsOverview – Service Vision and Goals • Vision: • ASU is to be recognized – inside and outside of higher education – as a provider of consistent, high quality service to all ASU community members for the purpose of driving student success for the benefit of all stakeholders. • Goals: • ASU will design and deliver integrated, personalized, and streamlined student support experiences through enhancement of My ASU and other online tools, improvement in business processes, enhancement of student communication, and establishment of a student-centric service center. • ASU will empower staff and provide them the necessary education and tools to deliver accessible, responsive, empathetic, knowledgeable, and reliable service to students, families, and other stakeholders through all channels.

19. Project DetailsOverview – Service Project Guiding Principles • The Service Project needs to deliver against the needs of students (integrated experience) and staff (service tools and education). • Development and deployment of service systems and tool sets will be the springboard for broader advancement of student support service. • My ASU will be the primary home of the student experience and therefore ultimately contain all mandatory and optional action items. • Student-centric communication is most effectively delivered by units / departments with the help of central guidelines, measurement, support. • Students need to be supported by a service center and integrated knowledge base around My ASU for consistent, high quality service.

20. Project DetailsOverview – Service Project Work Streams • The Service Project is a multi-year effort focused on: • Systems: Enhance My ASU and other tool sets keeping students in tune to timely actions and activities • Service Center: Establish a center to support My ASU and other tool sets to provide consistent, high quality service • Communications: Collaborate with ASU units to deliver timely written student and family-centric communications • Service Culture: Embed a culture of service by integrating service thinking and content throughout the ASU community.

21. My ASU - Student Experience View* - Service Tab** Functional Unit Service Project DetailsOverview – Service Project Scope Communication 6 5 4 Service Center - Knowledge Base* 1 Students (and their Families) 3 2 Students’ primary service home is My ASU which delivers an integrated view and ‘self-help’ tools. 1 Student Experience: Students receive timely and personalized communication to keep them engaged and on track. 2 Students can contact the service center or functional units directly for live service when needed. 3 My ASU data produces reports to assist units in delivering student-centric communication. 4 Internal Workings: Service personnel across ASU leverage My ASU and other tool sets to deliver quality service. 5 Service center and functional unit service are closely connected and assist each other when needed. 6 * For students, authorized family members, staff, and faculty // ** For staff and faculty only

22. Workstream 4: Service Culture Project DetailsOverview – Service Project Scope Workstream 1: My ASU - Student Experience View* - Service Tab** Functional Unit Service Workstream 2: Communication Workstream 3: Service Center - Knowledge Base* Students (and their Families) * For students, authorized family members, staff, and faculty // ** For staff and faculty only

23. 2013 2014 Timeline Incoming FTF map created Current FTF map created Remainder incoming UG maps created Remainder current UG maps created Experience View - Prepare Your Finances Experience View – Get Admitted Service Tab launched Experience View – Enroll and Confirm Campus Living Experience View – Current Undergraduate Parental access and portal available Governing Board established Expectations and best practices established Measurement and feedback system in place Training Measuring, Analyzing, Reporting, and Action Planning Finalized service center model and plan Launched service center Rollout and Training of Staff on My ASU experience view, My ASU Service tab, and service center resources Regular updates to My ASU Service tab * Pending input from Governing Board; ** Pending input from Gordon and other key leaders

24. What does this mean for UTO Remember our Vision REALIZE THE POTENTIAL… • of information technology to enable and empower faculty, staff, and students • of information technology to transform and benefit ASU processes • of information technology to serve and support the ASU community • of our people to become leaders in their profession.

25. IT Service Management Deb

26. ITSM Mission Statement Arizona State University’s University technology Office (UTO) provides the highest quality technology based services, as good financial stewards, to support the University’s mission and goals as they apply to student learning, academic research and engagement in public service. We have the capacity, experience and technological maturity to utilize technology as a force multiplier and as a differentiator. In order to realize this goal we must become an enabler who provides: Value • Achieving objectives to realize simple, innovative, flexible, solutions = HAPPY Customers! • Internal - Growing IT professionals that take pride and ownership in their work and in the services that they provide and are recognized for their contributions • External – Highly satisfied customers that view UTO as a valued and trusted resources Efficiency & Effectiveness • Doing the right things right Cost Management • Cost Visibility into services for efficient and effective use of resources Service Quality • Services that meet needs of the business (availability, reliability, etc) Metrics • Measuring service performance : people, process, products and partners Empowerment • Encouraging individual decision making

27. ITIL Participants to Date • Deb Whitten • Jay Steed • John Rome • Leah Lommel • Tina Thorstenson • Farnoosh Niknam • Kelly Briner • Evelyn Pidgeon • Marvin Simkin • Shona Bodai • Sujata Chavan • Susan Moore • Bob Belisle • Dave McKee • Duane Woerman • YahyaRumana Islam • Shawn Bryan • Steve Knuteson • Terry Hinton • Zach Chamberlin • Fernando Acosta • Katie Ranes • Lani Hildebrant • Laura Castrovinci • Leema Lallmamode • Linda Fornfeld • Pat Schneider • Paul Stoll • Perry Ahmed Pedro Carrasquilla Sandy Johnson Ayat Sweid Barb Sowden Bonnie Stoneking David Bernick Frank Montoya Jason Harper Kristin Kennedy Nate Wilken Noel Lindner Rob Yosowitz Jason Wilsterman Joe McDonald Kevin Lockart Lori Reents Mehran • James Casey • Guy Mullins • RuviWijesuriya • Aaron Baressi • Colin Kahus • Dave Lee • Joe Williams • John Wilson • Kati Weingartner • Louis Kelly • Nathan Corwin • Ron Page • Greg Alcorn • Greg Wilson • Gregory Gleason • Jack Hsu

28. M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 10 M 11 M 12 Incident Management Gap Closure, Service Desk Design Phase 1 Planning ASU Process Team Identification Change Management (CM) Process Design & Test Phase 2 Planning ASU Process Team Identification ASU ITSM Initial Rollout Project Map Approach v1.0 Phase 1(8 Months) Phase 2(8 Months) ASU Sponsorship & Governance • Process & Project Governance • Communication Planning, ITIL Certification Training & Awareness Sessions • Tool integration strategy • Establish ongoing process staff / roles Baseline Gap Assessment Deploy Phase 1 Processes IM, CM Develop IM, SD & CM Training Materials Configure Incident & Service Desk in tool Test IM, SD, CM tool Integration Test Configure CM Processes in Tool Test Service Structure Definition Service Catalog Asset Management Process Configuration Management Release 1, Data Model & Data Training Materials Configure CM Processes in Tool Test Problem Management PM Training Materials Security & Access Management Verify & Assess Request Fulfillment Management Develop SC and RF Training Materials Event Management Configure Service Catalog and Processes in Tools Test Test Configure Processes in Tool

29. M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 10 M 11 M 12 IM, SD, CM, PM, SCM tool Integration IM, SD, CM, PM, SCM tool Integration Test Test Phase 3 Planning Configuration Management Release 2 Data & Relationships 1-3 Services ASU Process Team Identification Service Level Management ASU ITIL Initial Rollout Project Map Approach v1.0 Phase 3(8 Months) ASU Sponsorship & Governance Ongoing Process: Continual Service Improvement • Process & Project Governance • Communication Planning, ITIL Certification Training & Awareness Sessions • Tool integration strategy • Establish ongoing process staff / roles Deploy Phase 2 Processes Develop IM, SD & CM Training Materials Event Management Configure Monitoring Tools Test Deploy Phase 4 Process Phase 3 Planning Portfolio Management Training Materials ASU Process Team Identification Knowledge Management (condensed) Release & Deploy Management Self Re-Assess Processes Integrate Monitoring Tools, Load Additional CMDB Data and Relationships Test Configure Processes in the tool Test Tes

30. M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 10 M 11 M 12 Phase 3 Planning Phase 3 Planning ASU Process Team Identification ASU Process Team Identification IT Service Continuity Management Transition Planning & Support Management (align documentation) ASU ITIL Initial Rollout Project Map Approach v1.0 Phase 4(6 Months) Phase 5(5 Months) ASU Sponsorship & Governance Ongoing Process: Continual Service Improvement • Process & Project Governance • Communication Planning, ITIL Certification Training & Awareness Sessions • Tool integration strategy • Establish ongoing process staff / roles Business Relationship Management (condensed) Deploy Phase 4 Process SACM & SLM Training Materials Availability Management Self Re-Assess Processes Supplier Management Design Coordination Management (align documentation) Configure Availability Tools Test Deploy Phase 4 Process SACM & SLM Training Materials Financial Management (condensed) Capacity Management (condensed) Configuration Management Continuing Releases SACM, RF tool Integration Test

31. Next ITIL class scheduled for March 26-28 Spaces are still open, Email or Contact Deb Whitten for requests Deb.Whitten@asu.edu

32. Enterprise Change System Management - RFP

33. Planview Deb

35. The Planview Roadmap • Operationalize time reporting • Build-out capacity management • Build-out resource management • Reporting & Transparency

36. New Staff Category Kelly

37. New Staff Category What does it mean for you

38. Architecture Review Board Charter Joe

39. Architecture Review Board website in JIRA/Confluence http://asu.edu/utoarb (charter, roster, minutes, project proposals, documentation, and reviews) The ARB meets weekly on 
Tuesdays at 3:30 in USB 2630 To get on the agenda for an upcoming meeting, 
email the Chair at ARB.Chair@asu.edu

40. ISTB1 Project Terry

41. Thank you