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A Roadmap to Service Excellence The UW-Madison IT Strategic Plan February 20, 2009
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A Roadmap to Service Excellence
The UW-Madison IT Strategic Plan
February 20, 2009
Introduction• Handout• The IT Strategic Plan• Complexity• Thinking Differently• Some Big Questions• Our Journey Forward
Achieving and sustaining service excellence for teaching, learning, research, outreach, public service,
and campus services.
IT Service Vision
Teaching &Learning
ResearchOutreach &
Public Service
Campus Services
Achieving Service Excellence
IT Service Matters
…for virtually everything
Simple
Complicated
Complex
Chaotic
We are here
UW-Madison is Complex
hat Influences
omplexity?
Size
Timing
Culture
LocalAutonomy
nterdependencies
overnance
Accurately assessing, understanding and considering our complexity
Part of the traditionalIT service stack
Data Center Services
Network Services
Information Security Services
Identity and Access Management Services
Lots of other stuff
Things higher onthe pyramid
depend on thingslower on the pyramid
Are we willing to approach IT service in new ways?
Can we accommodate theforces related to complexity?
How about those related to chaos?
Network Services
Technical Challenges Adaptive Challenges
Data Center Services
TC-AC Boundary
E-MailServices
SoftwareLicensing
Identity and Access Management Services
Information Safeguarding Services
GrantsManagement
Services
Supporting aHuman Genome
Research Lab
Network Services
Technical Challenges Adaptive Challenges
Data Center Services
TC-AC Boundary
E-Mail Services (1980)
Identity and Access Management Services
Information Safeguarding Services
E-Mail Services (2009)
E-Mail Services (1995)
The effectof TIME
Some Big Questions
Where is the TC/AC boundary?
Where does each IT service fit?
Technical Challenges – Known-Knowns
Adaptive Challenges – Known-Unknowns and Unknown-Unknowns
Two examples
Network Services
Technical Challenges Adaptive Challenges
Data Center Services
TC-AC Boundary
Wide AreaNetwork
Grid Computing
Identity and Access Management Services
Information Safeguarding Services
Digital ImagingServices
Wide Area Networking Savings (Actual and Projected)BadgerNet vs Multi-University Partnership
Cost ItemOne Service for Campus
Each Unit Buys Own
Initial Software Licenses $525,000 $1,385,000
Annual Software Licenses $105,000 $277,000 Hardware $50,000 $250,000 Installation $69,000 $280,000 Support Labor $220,000 $800,000 Training $45,000 $60,000 Other Services $48,000 $85,000
Total - Year 1 $1,062,000 $3,137,000
ImageNow Comparison – Year 1One Campus Service vs 15 Individual Services
ImageNow Comparison – First 5 YearsOne Campus Service vs 15 Individual Services
Our Journey Forward
• Understand where we are now• Identify high payoff actions• Align with campus strategic plan• Start some work now• Achieve wider “buy-in” and
proceed systematically
Conversation
