core data service 2013: core metrics on it financials, staffing, and services (180173169)

7/27/2019 Core Data Service 2013: Core Metrics on IT Financials, Staffing, and Services (180173169)

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Core Data Service 2013:Core Metrics on IT Financials,Staffing, and Services

October 17, 2013 8AM PT

Leah Lang, Senior IT Metrics and Benchmarking Analyst, EDUCAUSE

Joanna Grama, Portfolio Manager, EDUCAUSE

Michele Norin, CIO, The University of ArizonaSue B. Workman, Associate Vice President, ClientServices and Support, Indiana University



FREE

BENCHMARKINGSERVICE



Financials

StaffingServices

Administration and Management of IT

IT Support Services

Educational Technology Services

Research Computing Services

Data Center services

Communications Infrastructure

Enterprise Infrastructure and Services

Information Security

Identity Management

Information Systems and Applications



751Number of CDS2013 completed

institutions

+ 131 more still

working!



Response by Carnegie Class

15%

39%

19%

39%45%

60%67%

0

20

40

60

80

100

120

140

AA Priv Pub Priv Pub Priv Pub Other

BA MA DR

Complete

response rate



Preliminary 2013 data >

666 institutions completed by9/27/13



Trending data >

462 institutions completedCDS 2011, 2012 and 2013



Funding



Central IT Funding/Institutional FTE

$0

$500

$1,000

$1,500

$2,000

$2,500

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

2 0 1 0

2 0 1 1

2 0 1 3

AA Priv Pub Priv Pub Priv Pub

BA MA DRCDS2013 M1Q11



Central IT Funding Sources

77%

15%

16%

21%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Other funding

System/districtfunding

Other compensation

External productresale

Product resale

Externalchargeback

Chargeback

Student IT fees

Capitalappropriation

Operatingappropriation

CDS2013 M1Q11



Expenditures



Percent spent by IT domain

CDS2013 M1Q16,19,20

3%17%

1%

2%

13%14%

6%

2%

11%

16%

15%

0% 5% 10% 15% 20%

Other IT Domain


Identity Management



Communications Infrastructure Services




IT Support Services


Outsourcing In house



Central IT Capital vs. Operating

85% 82%

95%87% 89% 87% 91%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Capital Expenditure

Operating Expenditure

CDS2013 M1Q13




85% 82%

95%87% 89% 87% 91%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Capital Expenditure


CDS2013 M1Q13



Central IT Operating Expenditures

27%18%

21%17%

22%

19% 18% 17% 20%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Other IT Domain


Identity Management


Enterprise Infrastructureand Services

CommunicationsInfrastructure Services


Research ComputingServices

Educational TechnologyServices

IT Support Services

Administration and

Management of ITCDS2013 M1Q16




0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Capital Expenditure


CDS2013 M1Q13



Central IT Capital Expenditures

20%25%

19% 19% 32%

19%

23%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Other IT Domain


Identity Management







IT Support Services

Administration and




Expenditures by Institutional Mission

Administrative,53%

Teaching andLearning, 39%

Research, 4%Other, 3%

CDS2013 M1Q17



Expenditures by Run/Grow/Transform

Run , 76%

Grow, 15%

Transform, 9%

CDS2013 M1Q18



Staffing



IT FTE by IT domain

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


BA MA DR

Other IT Domain

Information Systemsand Applications

Identity Management







IT Support Services

Administration and




IT FTE per 1000 institutional FTEs

1.7

2.7

0.3

0.3

1.5

1.2

0.6

0.3

1.7

3.0

1.7

0.0 1.0 2.0 3.0 4.0 5.0

Other IT Domain


Identity Management



Communications Infrastructure…




IT Support Services


CDS2013 M1Q24



Outsourced IT FTE per 1000 institutional FTEs

0.6

1.0

0.1

0.6

0.4

0.2

0.1

0.6

1.0

0.3

0.0 1.0 2.0 3.0 4.0 5.0

Other IT Domain


Identity Management



Communications Infrastructure…




IT Support Services


CDS2013 M1Q24, 26b



Sue B. Workman

Associate Vice President, Client Services and Support

Indiana University

IT Support Services



Module 2 - IT Support Services

2011 first year for the IT Support ServicesModule.

Legacy survey contained some IT Support

questions. Used preliminary 2013 data and mostly

questions that have 3 years of data for thispresentation.



Use Cases?



Which Org. Unit ProvidesDesktop Computing Support?

23% 23% 22%

75% 75% 75%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013

Primarily central IT

Shared between central ITand other admin or

academic unit(s)Primarily other admin or academic unit(s)

Primarily system or districtoffice

Primarily outsourced

Not applicable - noorganizational unit responsible

CDS2013 M1Q6



CDS2013 M1Q6

11% 11% 12%

86% 86% 86%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013


Shared between centralIT and other admin or

academic unit(s)Primarily other admin or academic unit(s)



Not applicable - noorganizational unit responsible

Which Org. Unit ProvidesHelp Desk Support?



How Much is Spent on IT Support?

$-

$200,000$400,000

$600,000

$800,000

$1,000,000

$1,200,000

$1,400,000

$1,600,000

$1,800,000

$2,000,000

Operating Capital

CDS2013 M1Q16



Percentage of Operating Expenditures

Information

Systems and

Applications

18%

Administration

and Management

of IT

17%

IT Support17%

EducationalTechnology

12%

CommunicationsInfrastructure

12%

Enterprise

Infrastructureand Services

12%

Data Center 4%

Other IT Domain

3%

Information

Security

2%

ResearchComputing

1%

Identity

Management1%

CDS2013 M1Q16




IT Support

17%

CDS2013 M1Q16




IT Support in-house95%

IT Support outsourcing5%

CDS2013 M1Q19



How Many FTE?

0

5

10

15

20

25

2011 2012 2013 2011 2012 2013 2011 2012 2013

Desktop computing, user support, training, computer

store - Staff FTE

Help desk - Staff FTE IT support services - Staff FTE

CDS2013 M1Q24



Are Schools Providing BYOD Support?

61% 62% 64%

34% 34% 33%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013

Did central IT provide help desk service?

Yes, for institutionally ownedsystems only

Yes, for personallyowned systems only

Yes, for bothinstitutionally andpersonally ownedsystems

Yes, other (pleasespecify)

CDS2013 M2Q1



Are More Schools Turning to Self-Help?PhoneE-mailWalk-in

Web form

Remoteassistance

Self-service—FAQ

Chat or instantmessage

Self-service—portal

Social mediaVideo

Self-service—wiki

Text message0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013CDS2013 M2Q2



Are Support Services Provided Differentlyby University Classification?

0%

10%20%

30%

40%

50%60%

70%

80%

90%

100%

AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL

Walk-in Phone E-mail

CDS2013 M2Q2




0%

10%20%

30%

40%

50%60%

70%

80%

90%

100%


Web form Remote assistance/desktop Self-service—FAQ

CDS2013 M2Q2




0%

10%20%

30%

40%

50%60%

70%

80%

90%

100%


Chat or instant message Self-service—portal Social media

CDS2013 M2Q2




0%

10%20%

30%

40%

50%60%

70%

80%

90%

100%


Video Self-service—wiki Text message

CDS2013 M2Q2



How are Schools Using Knowledge Bases?

14% 21%

11% 22%

27%

35% 51%

22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AA BA

Priv

BA

Pub

MA

Priv

MA

Pub

DR

Priv

DR

Pub

INTL

Yes, for help desk

and other IT staff use only

Yes, for self-serviceend-user use only

Yes, for both internaland self-service use

No

Other (pleasespecify)

CDS2013 M2Q8



Are Most Schools Providing24 hr. Support?

24x7=168

0

20

40

60

80

100

120

140

160

180

2011 2012 2013

CDS2013 M2Q3



Are Most Schools Providing24 hr. Support?

24x7=168

0

2040

60

80

100

120

140

160

180


CDS2013 M2Q3



Are Schools Providing Mobile Supportfor Faculty, Staff, and Students?

61%

72%

62%

69%

68%

63%

58%

7%

10%

16%

24%

25%

31%

40%

0% 20% 40% 60% 80% 100%

E-bookreader(s)

Other smartphone(s)

BlackBerry

Tablet devicesother than iPad

Android-based

smartphones

iPhones

iPads

N/A Best effort support Full supportCDS2013 M2Q4



Are Schools Providing Mobile Supportfor Faculty, Staff, and Students?

iPads

Other tabletdevices

iPhones

Androidsmartphones

BlackBerry

Other smartphone

E-bookreader(s)

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

2011 2012 2013

Full support

CDS2013 M2Q4



More Info? - ECAR Research Bulletin

http://www.educause.edu/library/resources/central-it-support-services

http://www.educause.edu/library/resources/central-it-support-services



Michele Norin

CIO

The University of Arizona

Research Computing



Background

Survey module was reviewed and updated Consulted with Research 1 CIO's and

others for input on relevant measures

Needed to bridge between old and newquestions

Could still have gaps – what constitutesmaturity?



Overview of Module

Environmental context – research oncampus

Categories of information

Central and de-central Service and support levels

High Performance capabilities

Levels of investment

Other sources - maturity model and ECARresearch articles




Information

Systems and

Applications

18%

Administration

and Management

of IT

17%

IT Support17%


12%


12%

Enterprise


12%

Data Center 4%

Other IT Domain

3%

Information

Security

2%

ResearchComputing

1%

Identity

Management

1%

Data from FY13 survey




Information

Systems and

Applications

18%

Administration

and Management

of IT

17%

IT Support17%


12%


12%

Enterprise


12%

Data Center 4%

Other IT Domain

3%

Information

Security

2%

ResearchComputing

1%

Identity

Management

1%

CDS2013 M1Q16




Research

Computing

1%

CDS2013 M1Q16




Research Computingin-house 99%

Research Computingoutsourcing

1%

CDS2013 M1Q19

How is your institution organized to



How is your institution organized to

support research?

CDS2013 M4Q1

integrated set of IT services to

support researchcomputing

planning an

integrated set of IT services to


departmentsindependently

provided ITservices to


minimal resourcesto provide ITservices to

support research

computing

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2011 2012 2013

Which org unit is responsible for



Which org. unit is responsible for

Research Computing?

13%

19%

33%

15%

36%

46%48%

41%

20%

43%

60%

26% 25% 28% 30% 27%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%100%

AA BA

Priv

BA

Pub

MA

Priv

MA

Pub

DR

Priv

DR

Pub

INTL


Shared betweencentral IT and other admin or academicunit(s)Primarily other adminor academic unit(s)

Primarily system or district office


Not applicable - noorganizational unitresponsible

CDS2013 M1Q6

22% 23% 26%

11% 11%

12%

34% 34%32%

32% 32% 30%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013


Shared between central IT

and other admin or

academic unit(s)

Primarily other admin or

academic unit(s)

Primarily system or district

office


Not applicable - no

organizational unit

responsible

Consulting and support services





36% 30%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%100%

Consulting/support for storage solutions anddata access, including

those mandated by

federal grants

Consulting/support for high-performance

computingconfiguration and

operation


Shared between central ITand other admin or academicunit(s)

Primarily other admin or academic unit(s)


Primarily outsourced to

government agencies or other non-commercialPrimarily outsourced tocommercial service providers

Not applicable - service notprovided

CDS2013 M4Q2





Primarily shared

CDS2013 M4Q2

42%

39%

35%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%100%

Review and/or approval of other

technical aspects of research projects

Review and/or approval of

information securityplans for researchinvolving sensitive

data

Hosting or facilitatingevents to introducenew technologies to

and shareexperiences among

researchers


Shared between centralIT and other admin or academic unit(s)



Primarily outsourced togovernment agencies or other non-commercial

Primarily outsourced tocommercial serviceproviders

Not applicable - servicenot provided





Primarily other unit

CDS2013 M4Q2

56%

48%

34%

0%

10%

20%

30%

40%50%

60%

70%

80%

90%

100%

Assistance inpreparing

research grantapplications

Statisticalconsulting

Review and/or approval of NSF-

required datamanagement

plans as part of

NSF proposals


Shared between central ITand other admin or academicunit(s)


academic unit(s)


Primarily outsourced togovernment agencies or other non-commercial

Primarily outsourced tocommercial service providers

Not applicable - service notprovided





Primarily not provided

CDS2013 M4Q2

43% 42%36% 30%

0%

10%20%

30%

40%

50%60%

70%

80%

90%100%

Consulting/support for visualization

Consulting/support for access to federallyfunded research

resources

Consulting/support for access to commercial

cloud computing

resources

Consulting/support for software developmentand software porting

Teraflops (TF) of peak Typical amount of RAM per



0

20

40

60

80

100

120

Central IT Other administration

unit

Academic unit

Teraflops (TF) of peakperformance

0

2

4

6

8

10

12

14

16

18


unit

Academicunit

Typical amount of RAM per core (Gb)

Number of compute cores Number of GPU cores



0

1000

2000

3000

4000

5000

6000


unit

Academic unit

Number of compute cores

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

20000


unit

Academic unit

Number of GPU cores



Joanna Grama

Portfolio Manager

EDUCAUSE


P t f O ti E dit




Information

Systems and

Applications

18%

Administration

and Management

of IT

17%

IT Support17%


12%


12%

Enterprise

Infrastructure

and Services

12%

Data Center 4%

Other IT Domain

3%

Information

Security

2%

ResearchComputing

1%

Identity

Management

1%

P t f O ti E dit




InformationSecurity

2%

P t f O ti E dit




Information Securityin-house 94%

Information Securityoutsourcing6%

Information Security Reporting



Information Security Reporting

Primarily centralIT, 90%

Sharedbetween central

IT and other

unit(s), 7%Primarily other

admin or academicunit(s), 1%

Primarilysystem or

district office,1%

Primarilyoutsourced, 1%

Noorganizational

unitresponsible, 0%

Information Security Reporting by Class



Information Security Reporting by Class

91%96% 93%

88% 91% 91% 87% 90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

AA BAPriv

BAPub

MAPriv

MAPub

DRPriv

DRPub

INTL






Central IT InfoSec Responsibility




91% 90% 90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013










Central IT InfoSec Responsibility(Top Three Activities 2012 vs. 2013)

96% 95% 91% 91% 91% 91%

0%10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2012 2013 2012 2013 2012 2013

Networksegmentation

Firewall operationand management

Network accesscontrol




academic unit(s)




Shared InfoSec Responsibility




7% 7% 7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013










Shared InfoSec Responsibility(Top Three Activities 2012 vs. 2013)

64% 60%

55% 56%

46% 38%

0%

10%

20%

30%40%

50%

60%

70%

80%90%

100%

2012 2013 2012 2013 2012 2013

Information securityand privacyregulatory

compliance (e.g.,HIPAA, FISMA,

ITAR, PCI DSS)

PCI (payment cardindustry)

compliance

Information riskmanagement




academic unit(s)




Outsourced InfoSec Activities



Outsourced InfoSec Activities

0% 0% 1%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2012 2013


Shared between central IT

and other admin or

academic unit(s)


academic unit(s)

Primarily system or district

office


Not applicable - no

organizational unit

responsible

Outsourced InfoSec Responsibility



Outsourced InfoSec Responsibility(Top Four Activities 2012 vs. 2013)

12%

15%

6%6%

5% 6%8% 5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2012 2013 2012 2013 2012 2013 2012 2013

Penetrationtesting

Scanning of web

applications for

Scanning thenetwork for

vulnerabilities

Forensicanalysis






Risk Assessments by Area



Risk Assessments by Area

Central ITsystems andinfrastructure

Central

administrativesystems and data

Medical center systems and data

Researchsystems and data

Instructional

systems and data

No riskassessments

0%

10%

20%

30%

40%

50%

60%

70%

80%90%

100%

2011 2012 2013



CDS Reporting is powered by

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http://www.educause.edu/research-and-publications/research/core-data-service/access-data



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core data service 2013: core metrics on it financials, staffing, and services (180173169)

Documents