Leveraging Technology Investment Making IT Happen Copyright Hugh

Leveraging Technology Investment Making IT Happen Copyright Hugh Friel 2003. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Leveraging Technology Investment Making IT Happen Agenda: Shared Infrastructure Shared Services Shared Planning

Leveraging Technology Investment Making IT Happen Shared Infrastructure Shared Services Shared Planning

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Leveraging Technology Investment Making IT Happen Shared Infrastructure Shared Services Shared Planning

“The network really is the computer. ” -- Tim O’Reilly, Java. One, 6/8/2000 “Companies will in the future buy their information technologies as services provided over the Internet rather than owning their own hardware and software” – Your Next IT Strategy Hagel and Brown; HBR 10/01/2002

Shared Services • Internet Services • Video Services • Transport Services • Hosting Services

Internet Services • History – T 1’s to T 3’s to OC-3’s

Internet Services • History – T 1’s to T 3’s to OC-3’s • Future – Internet 2 – Qo. S – Vo. IP

Video Services • History – MPEG-II – Video Bridge – Gateways

Video Services • History – MPEG-II – Video Bridge – Gateways • Future – IP Bridge – I 2 Access Grid

Transport Services • History – LATA line – CO mileage cost

Transport Services • History – LATA line – CO mileage cost • Future – Increased State Agency Use

Overall Benefits • Enables/encourages Collaboration

Overall Benefits • Enables/encourages Collaboration • Facilitates Regional Aggregation and Support

Overall Benefits • Enables/encourages Collaboration • Facilitates Regional Aggregation and Support • Provides a More Robust IT Environment

Overall Benefits • Enables/encourages Collaboration • Facilitates Regional Aggregation and Support • Provides a More Robust IT Environment • Lowers Costs

“Outsourcing switches from assets to access. ” -- Gartner Group “Bandwidth becomes more cost effective than computing. Network capacity will increase faster than computing, memory and storage capacity to produce a significant shift in the relative cost of remote versus local computing. Cheap and plentiful bandwidth will catalyze a move toward more centralized networks services …” -- Gartner Group 10/10/2002 “Ten predictions to shake your world”

Hosting Services • Hosting Benefits • Hosting Models • Today’s Hosted Applications • Tomorrow’s Opportunities

Hosting Services Benefits • Leverages – IT Staff – IT Facilities – Vendor Relationships • Provides a More Robust IT Environment • Lowers Costs

Hosting Models Ping, Power and Pipe + OS Support + Application Support

Today’s Hosted Applications • E-mail Flavors – LDAP – POP – IMAP • Learning Management Systems – Intralearn – Prometheus – Black. Board • Video Content Caching – Real Networks – Quick. Time – Microsoft Windows Media

Today’s Hosted Applications • Database – Oracle – Microsoft SQL • Web Hosting – Apache – Microsoft IIS – Cold. Fusion

Tomorrow’s Opportunities • Portal Hosting – UMass Online – Mass Colleges Online • Administrative Applications – ERP – SIS • e-commerce • Disaster Recovery Site – Cold Site – Warm Site – Hot Site

Leveraging Technology Investment Making IT Happen Shared Infrastructure Shared Services Shared Planning

Shared Planning • Private Sector Business Model – Find a Lucrative Business – Make Sales -- “Push” Model – Support as Necessary

Shared Planning • Private Sector Business Model – Find a Lucrative Business – Make Sales -- “Push” Model – Support as Necessary • Raison d’être: Make a Profit

Shared Planning • MITI Model – Work with Peers to: • Identify Needs • Aggregate Demand • Carefully develop scalable, cost-effective solutions

Shared Planning • MITI Model – Work with Peers to: • Identify Needs • Aggregate Demand • Carefully develop scalable, cost-effective solutions – Involve Constituents Throughout the Process • Collaboration model

Shared Planning • MITI Model – Work with Peers to: • Identify Needs • Aggregate Demand • Carefully develop scalable, cost-effective solutions – Involve Constituents Throughout the Process • Collaboration model – Raison d’être: Win — Win

Governance — Building Trust and Consensus • MITI Advisory Board – UMass Campuses – State & Community Colleges – BHE/DOE/ITD

Governance — Building Trust and Consensus • MITI Advisory Board – UMass Campuses – State & Community Colleges – BHE/DOE/ITD • Monthly Meetings with Higher Ed CFO’s & CIO's

Governance — Building Trust and Consensus • MITI Advisory Board – UMass Campuses – State & Community Colleges – BHE/DOE/ITD • Monthly Meetings with Higher Ed CFO’s & CIO's • Quarterly Meetings with Constituent Tech Staff

It’s this Collaboration and Constant Dialog that … • Helps Identify Shared/Common Needs & Problems

It’s this Collaboration and Constant Dialog that … • Helps Identify Shared/Common Needs & Problems • Helps Align our Ability to Meet these Needs

It’s this Collaboration and Constant Dialog that … • Helps Identify Shared/Common Needs & Problems • Helps Align our Ability to Meet these Needs • Helps Create Shared Solutions

Developing a Service • Dialog leads to an MOU

Developing a Service • Dialog leads to an MOU • MOU becomes the basis for a Definition of Service

Developing a Service • Dialog leads to an MOU • MOU becomes the basis for a Definition of Service • Contract and SLA form the Agreement

Developing a Service • Dialog leads to an MOU • MOU is the basis of a Contract • Contract and SLA form the Agreement • No long-term commitments -- 90 days

Service Level Agreements • What are they?

Service Level Agreements • What are they? • Why?

Service Level Agreements • What are they? • What goes into an SLA? – High-level MBO statement – Contact information and escalation procedures – Specific performance targets and metrics

Support Processes • How do you support the commitments made in SLAs?

Support Processes • How do you support the commitments made in SLAs? – Codify the communications channels

Support Processes • How do you support the commitments made in SLAs? – Codify the communications channels – Codify the responsibilities and expectations

Support Processes • How do you support the commitments made in SLAs? – Codify the communications channels – Codify the responsibilities and expectations – Use technology to improve productivity

Pricing/Cost Structure • Replacement Cost Model

Pricing/Cost Structure • Replacement Cost Model • Components: – Recurring Costs • Bandwidth, Labor, Support Contracts, Upgrades – Non-recurring Replacement Costs • Equipment, Software, Labor

Measuring Customer Satisfaction • How do you measure customer satisfaction?

Measuring Customer Satisfaction • How do you measure customer satisfaction? • Measure against agreed-upon (SLA) criteria

Measuring Customer Satisfaction • How do you measure customer satisfaction? • Measure against agreed-upon (SLA) criteria • Give them limited opportunity to vent

Measuring Customer Satisfaction • How do you measure customer satisfaction? • Measure against agreed-upon (SLA) criteria • Give them limited opportunity to vent • Focus on closed probes, specific instances

For More Information: • Hugh Friel -- Deputy CIO UMass H. Friel@umassp. edu 413. 587. 2112 • Dick Newton -- Director of Infrastructure Services R. Newton@umassp. edu 413. 587. 2124 • Mike Chmura -- Director of IT Operations M. Chmura@umassp. edu 413. 545. 4673 • Dennis Ravenelle -- Acting Telecom Services Mgr. D. Ravenelle@umassp. edu 413. 587. 2122