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IST Townhall

10 December 2014

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• IT Governance Launch – Mike Langedock

• IT Service Management Update – K-L Holter

• Organization Design – Design Constraints, Themes – Mario Lebar– IST Straw Man – CIO & Directors

• Questions & Observations• Next Steps & Close – Mike Langedock

Agenda

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IT Governance Launch

Mike Langedock

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• January 20, 2015 – official launch of new investment review process

• Invitation to submit proposals for IT projects

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• Job #1 – complete the 2014-15 portfolio• Upcoming (ranked) proposals to UITAC:

1. IT Security Improvements2. Implement new Identity & Access Management System3. Classroom Technology Improvements – Stage 34. Wireless – Stage 45. DNS, DHCP, IPAM Management6. Network Switch Improvements7. TRC - Minisis Database8. CCTV Renewal9. Mobile Website Experience10. Open Area Lab Improvements (& One Card Printing)11. Data Centre Site Selection12. Portal Project – Stage 2Plus another 47 … and counting!

IT proposals for 2015-16

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IT Service ManagementUpdate

K-L Holter

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Knowledge Management

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Knowledge Management

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Cherwell Mobile Application

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• Desktop - Full Functionality

• Browser Client - Limited Functionality• Best use on a tablet, can be used on a

Blackberry• https

://manitoba.cherwellondemand.com/CherwellClient/Access

• Mobile – Limited functionality• Available for iOS or Android• https://Manitoba.cherwellondemand.com

Cherwell Mobile Application

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Key Performance Indicators - IT Scorecard

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• Change Management• Service Asset and Configuration

Management• Incident and Request Fulfillment –

AV and Classroom Technology

What’s In Progress?

Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Initiation and Planning <----------------->

Incident, Request Fullfillment, Service Desk <-------------------------------------->Service Catalog Management <-------------------------------------->Event Management <-------------------------------------->

Knowledge Management <------->Service Asset & Configuration Management

<-------------------------------------->

Service Level Management

<-------------->

Access Management <---------------------------->

Stage2 Planning <------->

Problem Management <-------------------------------------->

Change Management <-------------------------------------->

Change Evaluation <-------------->

Release & Deployment Management

<-------------->

Business Releationship Management

<-------------->

Stage 0

Stage 1

Stage 2

2 0 1 4 2 0 1 5

ITSM Roadmap

Stage2 Plan (..and beyond)

Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Stage2 Planning <---------->

Access Management <--------------------------------------->

Event Management <--------------------------------------->

Knowledge Management <------>

Service Asset & Configuration Management

<------------------------------------------------------------>

Service Catalog Management (Portal)

<-------------------------------------->

Business Releationship Management

Change Management (includes Change Evaluation and Release & Deployment Management)

<----------------------------------------------------------------------->

Problem Management <---> <--------------------------------------->

Reservation Manager Deployment for AV

<------------------------------------------------------------>

Cherwell Mobile <------------->

Cherwell Follow-on Work from Stage1

<----------------->

Service Portfolio Management – SPM

<----------------->

Strategy Management for IT ServicesSupplier Management <------------------>

Financial Management for IT Services

Information Security Management – ISM

<----------------->

Stage 2Stage 1

2 0 1 4 2 0 1 5

<----------------->

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Organizational DesignIST Straw Man

Mario Lebar

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“What we heard” report

Making Sense Making Choices

Preferred models (three IT Models)

Review/ validate

Plan, Build, Run

Making Progress

Refresher - how did we get here?

• Operational Workbooks• Analysis (report)• Opportunity identification• Design constraints• Straw man org structure

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Based on the analysis of the operation workbooks,

we’ve identified opportunities, grouped by

high, medium and low priority

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1. Improve our ability to respond to external and internal audits

2. Create the capability to build rapport with clients and translate their needs into solutions

3. Create an organization wide capability that develops sustainable IT investment plans aligned with the University of Manitoba strategic initiatives

Opportunities– High Priority

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1. Create a way to deliver integrated technology solutions

2. Improve our measurement and reporting capability for operational process and strategic investments to support fact based decision making

Opportunities– Medium Priority

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1. Create an Information Management strategy to more effectively deliver on its education and research mandate (IST + DC + Library + Copyright + Research + Privacy Office)

2. Improve our capability to respond to innovative requests in a timely manner

Opportunities – Low Priority

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Sustainable• Organizational structure should be supported to maintain itself at an effective

level in the medium to long-term1

Design Themes (synthesized design criteria)

Adaptive • When changes/adjustments to the organization are required – whether internally or externally driven - it must be agile enough to adapt2

Pivotal Role in Institutional Strategy

• Manifest appropriate leadership capability in collaborative development of institution-wide strategies – engaging clients and stakeholders from the University Executive-level to operational managers

Manageable and Executable

• The design must support the enablement of and delivery of strategic goals and objectives within the realities of the funding and operational framework of the institution. Is it feasible in our context?

Effective • Successful in producing intended outcomes, meeting stated objectives and reporting on the same

Efficient• The design should support performance that continuously improves productivity

to meet service expectations – with minimal waste/duplication in expense and effort and expeditious delivery

Responsive• The design should be flexible and able to react perceptively, quickly and

positively to business needs – sensitive to cultural / functional differences across the University and within its client base

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5

6

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Accountable• The design must support the organization’s responsibilities and accountabilities

for decision-making and operations – backed by clear roles, rules and mandates and the ability to adjust and adapt

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Create a Director Level Information Security (I/S) position and leverage as much as possible

Design should allow for broad spans of control and ensure people management responsibilities exist within roles that have the authority to do so

Design Constraints

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Target State (straw man)Insert new org structure….

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Top level

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Security and Compliance

· Incident Response· Education & Outreach· University & Program Leadership· Policy & Process Compliance· IT Audit Response · Identity Management· IT Service Continuity Management· Information Security Management· Records & Document

Management

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Planning and Governance

· IT Strategic Planning· Enterprise Architecture· Solution Architecture· IE: Network, Infrastructure,

Application, Data, Multimedia

· IT Financial Management· Human Resource

Management· Resource Management

· Vendor management· Contract administration· IT procurement

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Client Solutions and Services

· Business relationship management

· IT Advocates· Deliverable acceptance

management· Procurement consulting

· Service level management· Service Catalogue

management

· Incident management· Service request fulfillment· Problem management· Help desk· Knowledge management· Desk/Mobile phone

ordering· Access management· “Easy” sys admin

HeadClient Support

· Open area labs· Teaching labs· Desk side· Classroom technologies· Mobile devices· Telephony

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Build Services Chief Technology Officer

Head Core Application Build

· Application development management

· Quality assurance build· Integration build(SOA, ESB,

ETL)· SDLC and Tools· Release management· Report Development

· Server build· Storage allocation· Network /Cabling/Tech/

Communications· Classroom technologies

installation

HeadService Asset &

Configuration Management

· Service asset and configuration management

· Change management

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Run Services Chief Technology Officer

Head Core Applications Run

· Application maintenance management

· Quality assurance run

Head Core Infrastructure Run

· Event management· IT operations management· Availability management· Capacity management· Performance management

HeadNetwork,

Communications, Cable / Tech Services

Head Database & Storage

Head

Analysts

Head Integration

HeadDevelopers Research & Education

Rapid Response Team

% Network & Communications% Storage% DBMS

% Server & OS%Analysts

% Developers%Integration

HeadSystems & Services

Head Multimedia Production

Applications Resource Pool

Infrastructure Resource Pool

Shared with Build Team

Research &Education Clients

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What does all this mean for you?

Opportunity!• To apply for any new jobs that you are

interested in • To develop new skills and abilities• To further develop existing skills and

abilities

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When?

Incrementally over two

years

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What are your initial

Questions?Observations?

?

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Immediate next steps

• Post presentation and FAQs to IT Transformation web site

• Follow-up team meetings with your Directors to answer questions

• Detailed planning for phase II• Business as usual!

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Phase II – high level steps

The primary focus of phase II will be on getting the management team in place:• Write/update manager job descriptions (started)• Evaluate the jobs (Jan – Mar)• Consult with the union to determine

exclusions/inclusions (Jan – Mar)• Post, interview and fill manager jobs (Spring 2015)

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Close

Mike Langedock

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Your feedback continues to be important to use!• Share your feedback and questions

directly with your manager.

• Email your questions and feedback to

ISTFeedback@umanitoba.ca

• Talk to someone on the IT

Transformation Program

• Post your questions/comments

anonymously on the printed org charts