uOttawa.ca

IT Town Hall

December 14, 2016

uOttawa.ca

Agenda / Ordre du jour

• Danielle – Mot de bienvenue• Michel – Infrastructure et Services• Denis – Solutions TI• Lino – uoCampus• Marc-André – Architecture d’entreprise• Danielle – Mot de la fin

uOttawa.ca

Mot de bienvenue

Danielle Levasseur

uOttawa.ca

Infrastructure et Services

Michel Lapointe

uOttawa.ca

L’infrastructure technologiqueau cœur

de votre expérience universitaire

cœur

uOttawa.ca

Scénarios d’utilisation de l’infrastructure TI

Étudiant international accédant le site Web

de l’UO

Employé aidant un étudiant dans son

choix de cours

Agent au téléphone parlant à un étudiant

potentiel

Un ancien utilisant les ressources

électroniques de la bibliothèque

Un professeur utilisant une salle de classe médiatisée

Chercheur effectuant des calculs

scientifiques dans un centre de données

Étudiant sur le campus lisant ses

courriels d’un appareil mobile

uOttawa.ca

STORAGE

TELEPHONY NETWORK CORE

COMPUTE

uOttawa.ca

Objectifs généraux

• Assurer la disponibilité continue des services• Soutenir une performance optimale des solutions• Maintenir une cyber-protection adéquate de

l’infrastructure • Utiliser judicieusement les ressources attribuées

uOttawa.ca

Situation actuelle

Caractéristiques :– Infrastructure vieillissante et souvent désuète occasionnant des

pannes plus fréquentes– Planification du cycle de vie inadéquate– Ressources spécialisées souvent rares ou insuffisantes– Gestion efficiente malgré les contraintes en ressources

Défis :– Complexité croissante des technologies– Changements rapides des technologies– Croissance continue des solutions et services– Augmentation significative de la demande et des attentes

uOttawa.ca

Renouvellement de l’infrastructure

Approche actuelle :– Remplacement lors de pannes ou en fin de vie des technologies– Remplacement partiel et ad hoc, souvent à la suite d’une crise– Opportunisme lors de projets ou d’offres des partenaires existants,

etc.Approche recommandée :

– Remplacement partiel, régulier et planifié sur 6 ans afin de ventiler les investissements et la livraison des services (remplacement complet d’un seul coup est non recommandé)

– Ajustement continue du plan de renouvellement et du financement selon la croissance des infrastructures

uOttawa.ca

Présentation

Réseau campus

Réseau central

Téléphonie et centre d'appels

Puissance de calcul

Stockage de masse

Sécurité

uOttawa.ca

Réseau Campus - DéfinitionDéfinition :

Ensemble des équipements de connectivité filaire et sans fil permettant aux usagers d’être branchés au réseau de l’Université. En plus d’être la porte d’entrée, ces équipements permettent l’accès pour les étudiants et la communauté universitaire à nos outils d’enseignement, de recherche et d’administration.

Caractéristiques et défis :– Essentiel à l’expérience étudiante– Grande croissance de l’utilisation depuis 2007 :

• Bande passante allant jusqu’à 4.5 gb par seconde (1 film Netflix aux 3 secondes)• Jusqu’à 28,000 connexions simultanées sur le réseau sans fil (23,000 en 2015)• Plus de 2 appareils mobiles par étudiant• Utilisation accrue du sans fil créant un impact important sur le réseau filaire

– Évolution rapide de la technologie :• Appareils plus performants et réseaux plus rapides

– Augmentation du volume et de la richesse du contenu :• Echo360, Campus Virtuel, pédagogie interactive

– Plus de 570 commutateurs soutenant les équipements connectés et les équipements permettant la transmission sans fil

uOttawa.ca

Réseau Campus– Plan d’action

Replace VMware hosts and upgrade ESX

Exchange, VDI, Splunk

QA/Test Environment

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

R1 Distribution Switches

R2 Wifi Access Points

R3 Wired Access Switches

R4 Wifi Controllers

R5 Wifi Access Switches

R6 Cabling

uOttawa.ca

Réseau Central - DéfinitionDéfinition :

Ensemble d’équipements centralisés de connectivité permettant le branchement des équipements du centre de données et de la distribution du réseau campus. Ces équipements assurent la disponibilité et la sécurité de l’accès à l’Internet et aux applications pour l’enseignement, la recherche et l’administration.

Caractéristiques et défis :– Essentiel aux opérations– Technologie en grande partie renouvelée lors de la mise en place du centre de données

FSS (2011)– Composantes technologiques de l’infrastructure très complexes– Environnement sécuritaire et performant– Redondance et taux de disponibilité améliorés récemment – Technologie de réseau fiable répondant aux besoins– Mise à niveau et consolidations récentes pour la gestion et l’optimisation du trafic (F5,

Nexus 7000, ISP, Packet Shaper, Fluke, etc.)– Augmentation régulière des solutions technologiques livrées à la communauté

universitaire– Évolution rapide et constante de la technologie– Désuétude de la fabrique et de la solution RPV présentement utilisées

uOttawa.ca

Réseau Central – Plan d’action

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

NC1 DC Routers and Switches

NC2 Load Balancers

NC3 DC Core and Row switches

NC4 Performance Monitoring and Optimization

NC5 IPAM/DDI

NC6 Fabric

Nexus

Appliance

Edge ISP-Dist, Services

F5

MDS @ MRN MDS @ FSS MDS @ MRN

PacketShaper / Fluke

uOttawa.ca

Telephony - DefinitionDefinition:

Phone system providing voice communication and voicemail services for the University community.

Facts and challenges:– The University of Ottawa provides and supports Mitel-based Telephony services for

approximately 6,000 employees with 9000 phones (4000 are 20 years old, 4000 are 10 years old and 1000 plain old telephone service)

– Critical dependency with Campus Network Evergreening program

uOttawa.ca

Call Centers – DefinitionDefinition:

Centralised offices used for receiving or transmitting a large volume of requests by telephone. Our call centres administers incoming information enquiries from our campus communities.

Facts and challenges:– Call Centres are the front door for many uOttawa services, both for students and staff. – System is outdated, unreliable and is a critical pain point that needs to be addressed

rapidly– 16 Call flow/Call Centres: 100 agents, 25 supervisors, 125 agents/supervisors:

• Protection/Security• InfoService• InfoAdmissions• External Relations• IT Service Desk• Facilities• Finances• Human Resources

• Financial Aid• Arts• Co-op• Education• Health Sciences• Procurement• Science• Social Sciences

uOttawa.ca

Telephony and Call Centers –Recommendations

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

T1 Deployment of new voice infrastructure

T2 Phone Replacement

T3 Collaboration Tools deployment

T4 Migrate all 16 Contact Centers to CCaaS

uOttawa.ca

Puissance de calcul - Définition

Définition :Ensemble de serveurs physiques et virtuels permettant l’exécution d’applications et le traitement des informations nécessaires à la mission de l’Université.

Caractéristiques et défis :– Les besoins en serveurs ne font qu’augmenter :

• D’environ 400 serveurs en 2012 à près de 1,600 serveurs en 2016• Les environnements sont multiples et très complexes

– Temps de réponse et fiabilité :• Les usagers s’attendent à des temps de réponse très rapides• L’infrastructure de serveurs doit être redondante, fiable et opérationnelle en tout

temps– Sécurité et confidentialité :

• L’infrastructure de serveurs doit en tout temps être protégée (incluant la sécurité physique)

– Évolution rapide des technologies :• Plus de capacité, plus de vitesse, plus de fiabilité pour un investissement équivalent

uOttawa.ca

Puissance de calcul – Plan d’action

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

C1 Virtual Environments

C2 Email, Monitoring and backup servers

C3 SIS servers

C4 ERP servers

C5 DB Servers

C6 Others (Legacy)

Replace VMware hosts and upgrade ESX

Banner

QA/Test Environment

Exchange, Splunk

PeopleSoft

MS SQL

Legacy Applications running on old servers

CommVault

uOttawa.ca

Stockage de masse - DéfinitionDéfinition :

Ensemble des techniques et appareils utilisés pour entreposer centralement de larges quantités de données sur des médias physiques, principalement des disques durs (SAN, NAS et DAS).

Caractéristiques et défis :– Capacité : Les besoins et la demande de stockage sont exponentiels.

• Près de 500Tb de données entreposées centralement (excluant les sauvegardes) sur une capacité totale d’environ 1.5Pb

• Croissance de 25% annuellement• Capacité actuelle suffisante à court et moyen terme

– Fiabilité : Afin d’assurer la fiabilité du service, nous utilisons uniquement des unités et disques de qualité « Entreprise-class », ce qui implique des coûts additionnels.

– Performance : La performance des unités de stockage doit être adaptée de façon très étroite aux besoins (selon les applications).

– Facilité d’accès : Les données doivent être accessibles en tout temps et de n’importe quel endroit. Évolution importante liée à la mobilité et l’attente des utilisateurs.

– Sécurité : Les données doivent demeurer sécurisées et intactes. Des sauvegardes multiples sont nécessaires (jusqu'à 45 jours, souvent plus), ce qui implique un dédoublement des unités de stockage pour ces besoins. Il existe présentement un manque de discipline de la part des usagers; plusieurs employés entreposent leurs données localement ce qui augmente les risques considérablement.

uOttawa.ca

Stockage de masse – Plan d’action

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

S1 Corporate File Shares (Staff and Researchers)

S3 Storage for vmWare and servers

S4 Tier One Storage

S5 Storage for backups

SAN (?)

V7000 Replacements

Addi’l Licences for Commvault

Addi’l Licences for Commvault

NAS Purchase

uOttawa.ca

IT Security - DefinitionDefinition:

IT Security provides protection to University IT assets from unauthorized access, disclosure, modification, destruction or disruption. IT Security includes technologies that help mitigate risks posed by both external and internal cyber security threats. These technologies aim to provide measures that are necessary to detect, document, and counter cyber security threats as well as to provide a safe and secure online experience to students, faculty, and staff

Specifications and Challenges:– The multi-year Security Roadmap is now in year-3 of its implementation:

• The Secure Web Gateway and the Secure Email Gateway were both installed in 2015• Patch Management processes and tools were implemented in 2015• The implementation of Centralized Anti-Virus & Malware for workstations is underway• The Identity and Access Management Project is well underway and will be completed in 2017• Tools for Security Incident and Event Monitoring (SIEM) are being purchased now

– Threats are constantly changing, growing in origins, numbers and sophistication.– Vulnerabilities increase as the University population, IT systems and the number of connected

devices increase (both wired and wireless).– The open nature of the University and number of stakeholders prevent the implementation of any

single standard.

uOttawa.ca

IT Security – Recommendations

Replace VMware hosts and upgrade ESX

Exchange, VDI, Splunk

QA/Test Environment

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

R1 Replace DC Firewall

R2 Firewall Rules Cleanup

R3 Secure Web Gateway Update

R4 Secure Email Gateway

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Questions?

uOttawa.ca

Denis Trudeau

Solutions TI

uOttawa.ca

HR function optimization

uOttawa.ca

• TO: – Assess & optimize current HR Business Processes & IT

solutions• IN A WAY THAT:

– HR immediate and future needs are met– All key HR stakeholders are considered– IT Enterprise Architecture strategy is respected

• SO THAT:– HR processes across the institution are integrated,

efficient and the use of an ERP is optimized

Objective

BenefitCalculator

Owned and supported by IT Central

E-Consent Halogen LRS NJOYN

Pension Calculator

Compensation Statement

TuitionWaiver

Vaccination Clinic

Legacy DEPS

Legacy FillingRoom Bar

Code

Legacy FormsTracking

Legacy LTD

Legacy Offers

LegacyTDATE

Ariel

DITA

Imaging

Owned and Supported by HR

HR LegacySystems

HR applicationsHR applications

uOttawa.ca

How will we do it?Review of HR Business Processes

•How are these implemented in Banner•Which ones require customization – could these be changed to be more efficient and better use our systems

How are we using Banner – is it optimal?

• Assess gap with Banner XE• Rank and evaluate the gaps• Review the recommendations

uOttawa.ca

Research Roadmap

uOttawa.ca

BUSINESS NEEDS• uOttawa research activities -- substantial growth over 10 years

($186M in 2002/03 to $297M in 2012/13)• Increased scope and complexity of operations (4500 active files)• Information tools and systems have not kept pace

• Key finding from 2013 Enterprise Architecture Roadmap exercise and the 2014 uOttawa Review of Research Management Model• Up to 20% of researchers’ time wasted in administrative

inefficiencies (approx. $10 - $15 M / year in lost productivity)

Research now wants to partner with us to help them with this

uOttawa.ca

Research Roadmap

uOttawa.ca

Lino Amato

uoCampusSIS Technical Solutions / SIS Solutions techniquesTechnologies de l’information / Information Technology

uOttawa.ca

Agenda• Project Journey

• Scope Highlights

• Project Milestones

• Cutover Weekend Highlights

• Key Success Factors

• What has the SIS Project Brought to the Institution

• Going forward

• Sustainment Highlights

• uoCampus Support Process

• Upcoming Peaks

• Upholding the Vanilla Approach

• Short/Medium/Long Term Objectives

• Foundational Frameworks (time permitting)

uOttawa.ca

Scope Highlights• uoCampus and BI delivered per defined scope

• RICE summary

– uoCampus Enhancements = 71• 32 Bolt-ons• 39 Enhancements

– uoCampus Interfaces = 73– uoCampus Reports = 40

• Retrofitted applications = 76

• Companion Projects

– Decommissioning (uOtt) - Major systems no longer in use include ERES, Cognos, FSMS, SFAMS, InfoWeb, DocuNet, and Rabaska

– TCES– Banner HR– Identity Management (IAM)– Courseleaf

uOttawa.ca

Key Description Date

Requirement Identification uOttawa began process of identifying and refining the SIS functional and technical requirements January 2013

RFP Process Begins Product and system implementation partner selection Summer 2013

Fit/Gap First work package to define the scope of work required for the implementation April 2014

Implementation

• Design Complete Configuration and development designed Fall 2015

• Build Complete SIS and Retrofit technical development completed Spring 2016

• Conversion Iteration 1 (of 5) Full extract of legacy data completed and loaded into Campus Solutions Fall 2015

• Scenario Testing Start Business process testing began in Campus Solutions Early Winter 2016

• Integration Testing Start End to end processing, inclusive of integrations, began in Campus Solutions and other systems End of Spring 2016

• Mock Cutovers Start Practice run of the cutover to production Early Fall 2016

• Training Start Delivery of training and team began to prepare for cutover Summer 2016

• Cutover New uoCampus solution is Live! Nov 7th, 2016

Project Milestones

uOttawa.ca

Cutover Highlights

• 1 case of kidney stones

• 1 apartment flood

• 1 developer MIA

• 18 bags of chips

• Average of 3 hours of sleep

• Over 60 people working @ 3am Saturday morning!

• Cutover plan contained 101,871 minutes of planned effort (equivalent of 243 7-hour days)

uOttawa.ca

Key Success Factors• Institution-wide commitment to avoid software customization (vanilla approach)

• Openness to change: processes, policies, regulation and procedures

• Executive commitment

• Timely decision-making

• User community engagement

• Dedicated resources

• Respect of project schedule

uOttawa.ca

What has the SIS Project Brought to the Institution?

• Single Sign-on (SSO) solution

• Improved uoZone

• New institutional platforms (Oracle, App Designer, MoveIT, student/employee data hubs)

• Modernized integrations model

• Project management methodology and rigour

• Increased utilization of our middleware architecture

• Institutional frameworks and monitoring tools

• Enhanced standard operating procedures

• Elevated awareness and discovery of what we can achieve together

uOttawa.ca

Sustainment Highlights• As at December 9th 2016

• 477 open tickets

• 1938 are either Resolved or Closed

• Daily meetings to review overall operations and key incidents

– Eric and Sonia have a daily call with Faculty Reps– During meeting, incidents are discussed and prioritized– Incident turn around time very quick with no major delay encountered

• Minimal social media commentary

• Notable quotes from the post go-live week:

– Faculty rep: « There were more questions for Lost and Found than uoCampus"

– GES: "Comparativement à plusieurs périodes d’inscription, y’a pas eu de bombes qui touchaient un nombre important d’étudiants"

uOttawa.ca

uoCampus Support Process: End User

uOttawa.ca

uoCampus Support Process: IT

uOttawa.ca

Upcoming Peaks

• Early January 2017• May 2017

uOttawa.ca

Upholding the Vanilla Approach

• Use delivered functionality before customizing– Use MyOracleSupport– Subscribe to the HEUG community

• Stay current with Oracle functionality– Release notes– RVP – White papers– Alliance conference

Advantages:– Save time and money when it will come time to upgrade– Benefit from the extended higher Education user community– Aligns with our executive vision

uOttawa.ca

Short/Med/Long Term Objectives

• Short Term: Nov 2016 – Jan 2017– Product stabilization– Document standard operating procedures– Fine tune environment refresh procedures– Resolve security role design issues

• Medium Term: Feb 2017 – Aug 2017– Implement a rigid CAB process for configuration changes– Implement record and field level auditing– Analyze RVP documentation from Oracle

• Long Term: 2017/2018– CS 9.2 upgrade

uOttawa.ca

Foundational Frameworks

• uoCampus offered the opportunity to develop reusable frameworks for future IT initiatives:

– Reporting Views– PL/SQL– Dynamic Sign-on Code– ESB and Micro-Services– Online Access Request Form

uOttawa.ca

uOttawa.ca

Marc-André Morisset

Architecture d’entreprise

uOttawa.ca

2016 EA Roadmap At a GlancePortfolio Planned 2016 Projects Key Milestones

Research• Academic CV• Research Portal and DataHub (Roadmap)• Multi-Year Financial Tracking (Roadmap)

• UniWeb on-boarding complete.• Year-1 Research Roadmap projects have been initiated

Student Experience

• Identity Access Management• WebCMS Enhancements• Mobile Student Experience

• WebCMS: content provider and webmaster experience enhancements

• Mobile: market scan complete and working group with a focus on Student Services to be formed

Academic Planning / IR

• uoCampus• Course Catalog (CourseLeaf) • (Refer to uoCampus update)

Teaching and Learning

• LMS Update Support• TCES Replacement

• LMS: proposal and vendor review underway• TCES: well position for online course evolutions using the

eXplorance Blue solution

Faculty and Services

• eCommerce Payment• Assessments: Scheduling/Booking, Graduate

Student Record, eForms

• Future state for e-commerce and online registration and payment defined and project initiated

• Protection ENS Roadmap underway• Faculty of Medicine Promotion Process assessment initiated

FinanceAnd Human Resources

• Accounts Rec, Deposit System Replacement• Employee Directory Replacement (TÉLÉ)• HR/Pay Banner Process Review• PCI DSS Action Plan

• DEPS is a complete A/R options analysis pending• TÉLÉ: Supervisor features complete and web search delivered• (HR/Pay: Refer to ITS update)• PCI-DSS: Compliance project planning underway

Security Roadmap

• Security Information and Events Management (SIEM)

• Vulnerability and Penetration Testing• Application Security (Static/Dynamic)

• SIEM solution selected (Splunk) and purchase pending• Application security practices to be aligned to the ITS solution

development framework effort underway

uOttawa.ca

EA Roadmap Progress and 2017 Priorities2017 EA Roadmap Priorities

• Research Roadmap

• Mobile Student Experience - Student Services• Protection – Emergency Notification• uoCampus 9.2• Program Management (CourseLeaf)• Scheduling and Booking (Infosilem)• Graduate Student Record (Xtender)

• Learning Management System Update • TCES (Reporting)

• E-commerce / Registration and Payment• DocuShare Institutional Deployment ( DM and Workflow )

• HR Business Process and Solutions• Finance/HR Business Intelligence• PCI DSS Action Plan

• Security Information and Events Management (SIEM)• Vulnerability and Penetration Testing• Application Security (Static & Dynamic Testing)

* uoCampus progress not reflected

Portfolio

Research

Student Experience

Academic Planning and IRP*

Teaching and Learning

Faculty and Services

FinanceAnd Human Resources

Security Roadmap

2016 EA Roadmap Progress

Actual ($) Planned ($)

uOttawa.ca

Danielle Levasseur

Mot de la fin