operational plan - the university of new england, armidale, new

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Information Technology Operation Plan: 2009 -2010 Mission Statement The Information Technology Directorate (ITD) will provide affordable, quality information and communications services and technologies to underpin the mission and aspirations of the University. This will be achieved by understanding our customers’ needs, by demonstrating Information and Communications Technology (ICT) leadership, and by producing cost-effective and innovative outcomes. Information Technology Directorate Operational Plan 2009-2010

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Page 1: Operational Plan - The University of New England, Armidale, New

Information Technology Operation Plan: 2009 -2010

Mission Statement The Information Technology Directorate (ITD) will provide affordable, quality information and communications services and technologies to underpin the mission and aspirations of the University. This will be achieved by understanding our customers’ needs, by demonstrating Information and Communications Technology (ICT) leadership, and by producing cost-effective and innovative outcomes.

Information Technology Directorate Operational Plan 2009-2010

Page 2: Operational Plan - The University of New England, Armidale, New

From the Director

The 2009-10 Operational Plan is the culmination of significant preparatory work completed in 2008 to position UNE ICT Services for the future. In particular, the establishment of four Governing Boards (Service and Service Quality, Enterprise Architecture, ICT Investments, and ICT Innovations), will provide the framework for clear and effective governance across the University’s ICT systems and practices.

2009 will see the conclusion of significant projects commenced in 2007/8: the network upgrade, including a new wireless network; the roll-out of Microsoft Exchange; and implementation of a new, high-speed backup network link into the Australian Academic Research Network (AARNet). Business Intelligence becomes one of ITD’s core services in recognition of the strategic value it has provided to UNE since the pilot BI project commenced in 2005. The enterprise data warehouse now contains highly detailed information relating to business areas including admission, enrolment, load, results and financials.

The 2009-10 operational plan is very strongly tied to the UNE Strategic Plan (2070-2010) and employs themes of operational efficiency, delivery of strategic value and focuses on the implementation of an architecture that positions the University’s central ICT infrastructure for the future needs of the University.

In late 2008 Technical Support for our Learning Management Systems was transferred from the Teaching and Learning Centre to ITD, complementing the student and academic staff support already provided by our IT Service Desk and technical UNEOnline development and support in our Applications Management Services team. 2009 will see continued challenges as demand grows for delivery of online learning, services and self-service applications for students, ITD will also further extend its strategic focus providing support and services to the core activities of Teaching and Learning and Research communities.

The focus of ITD continues to be the delivery of reliable robust and useful ICT infrastructure and services to support and encourage the use of communication, internet and information technologies in the delivery of education, research and academic collaboration. Brian CameronDirector, ITD

Page 3: Operational Plan - The University of New England, Armidale, New

ICT Enabling Plan

The Vision for ICT at UNE is:

“ICT at UNE will act as an enabler contributing to the realisation of the University’s strategic priorities. Specifically the vision will manifest itself through the following outcomes:

1. The UNE community will have been fully engaged with the implementation of a University-wide ICT Enabling Plan that ensures the governance, coordination and management of all aspects of ICT are positioned to enable UNE to be a world class, knowledge-based organisation.

2. UNE will have engaged with its community and in particular with its students to understand their current and anticipated ICT needs and expectations.

3. UNE staff will be empowered and accountable for the appropriate use of ICT.

4. UNE will have recognised that maximising the efficiency and effectiveness of its ICT requires it to govern both the demand for and the supply of services, and have a widely supported governance system that supports both demand and supply.

5. UNE will have a coordinated approach to ICT related projects.

6. UNE will have a well developed enterprise architecture approach to the organisation of its knowledge artefacts and as a result it will have a knowledge repository that will be used to facilitate agile, knowledge-based decision making.

7. UNE will have an ICT funding strategy that enables UNE to achieve distinction, leadership and advantage.”

Page 4: Operational Plan - The University of New England, Armidale, New

ICT Enabling Plan

The ICT Enabling Plan for UNE (Sub Plan for The Strategic Use of ICT) details specific activities related to achieving the strategic priorities and vision outlined

above:– An empowered and accountable ICT community

• UNE will raise the level of staff ICT literacy across campus• UNE swill enable staff to make more effective use of IT• Staff will be accountable for the appropriate and effective use of ICT systems and the data provided to them.

– Community engagement around ICT aspirations• UNE will have mechanisms to engage with its community and in particular its students to assess their ICT needs and expectations• The University’s ICT planning and decision making will be informed by community priorities• UNE will provide transparent and comprehensive support mechanisms that meet community needs.

– Governing Supply and Demand for ICT services• UNE will have coordinated demand groups representing its critical processes covering the teaching, research and administration

aspects of the University• UNE will organise the governance of ICT around both the process-led demand for ICT infrastructure and services and their delivery• UNE will ensure a standards-based, coordinated and architectural approach to ICT supply and deployment.

– Project Coordination• UNE will define and adhere to a University-wide Project Management Methodology for the management of all ICT related projects• UNE will coordinate and monitor ICT project activity through an overarching Programme Management structure aligned with UNE’s

institutional strategy.– An Enterprise Architecture Framework

• An enterprise architecture framework will be established• Enterprise architecture considerations will be incorporated into ICT decision-making processes.

– Funding for distinction, leadership, advantage• ICT resource allocation will be viewed holistically.• UNE will differentiate strategically important activities and services.• ICT funding and investment will be aligned to strategically important activities and services• A framework will be implemented to manage and evaluate ICT investment.

Page 5: Operational Plan - The University of New England, Armidale, New

SUPPORT SERVICES

Director, Information Technology Directorate, Brian Cameron 02 6773 3751 / 0427 935 [email protected]

Business Intelligence:

•Develop and maintain Business Intelligence and Data warehousing Infrastructure•Operational & Strategic Reporting•Corporate Systems Interpretation•Master Data Management•Provision of self service reporting•Data Integrity / Quality

INFRASTRUCTURE SERVICES

Manager: Tim Goswell 02 6773 3890 [email protected]

Responsibilities:

•Application evaluation•Software patches & upgrades•Configuration and minor enhancements of applications•Scoping, analysis and design & implementation of software changes•New software development •System integration•Migrations, user access•Capacity management•System problem management

APPLICATIONS SERVICES PRINCIPAL IT OFFICER

Manager: Angie Hendrick 02 6773 2044 [email protected]

Responsibilities:

Efficient and effective operation of ITD Support areas :•Service Desk, including the Service Desk outpost in Dixson Library•Web content management•Outsourcing•IT Contract Management•IT Procurement•Administrative & Financial Operations

Manager: Currently Vacant

Responsibilities:

•Lifecycle Management•Availability & Capacity planning/monitoring•System Maintenance•Problem Management•Service & Server consolidation and virtualisation•Consulting & technical advice•Budget planning•Back up & Disaster recovery•Video Conferencing•Network design & availability

PITO Gordon Smith 02 6773 2325 [email protected]

Responsibilities:

•Strategic technical leadership•Evaluation of emerging technologies•Leadership in Advanced Networking and video conferencing technology

ITD Structure

Page 6: Operational Plan - The University of New England, Armidale, New

IT Governance

The 2007 external review of IT confirmed that UNE has a highly devolved organisation supporting ICT and in this context highlighted that effective governance is essential to achieving alignment and effectiveness.

The ICT Governance Structure (above) has been designed to achieve strategic alignment and effective governance of the University’s portfolio of ICT systems, services and investments while delegating responsibility and accountability for operational management.

Page 7: Operational Plan - The University of New England, Armidale, New

ITD Projects

ITD Capital Projects

In 2009, ITD was allocated $3.8M from UNE Capital for the following projects: UNE Web Identity Management Central Server & Storage Infrastructure Data & Voice Network Infrastructure ITD Service Desk Management ITD Architecture Review Network Security Audit Microsoft Exchange Project Access Grid ITD Minor Works Research Collaboration ITD Quality Assurance & Business Continuity Online Forms UNE also received $2.1M in Federal Government BURF funding for ICT infrastructure in the following areas: Virtual Learning Environment Review and Enhancement Pod & Vod Casting Interactive Whiteboard Digital Repository Video Conferencing

Page 8: Operational Plan - The University of New England, Armidale, New

ITD Project Status

Information Technology Directorate2009 Program of Projects – Current as February 8, 2009

This chart provides a list of projects and initiatives requested for 2009/10. Indicative times and durations are current best estimates based on assessments of required effort, dependencies on other projects and preferred times as determined in discussions with our clients.

The indicative start dates and durations may change should dependant projects be delayed, software suppliers delay the introduction of new software versions or if relevant business units (including ITD) are unable to provide necessary resources to the project when required.

Page 9: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility Timeframe for delivery

Outcome expected

E4. Advance use of communication, internet and information TechnologyA5. Sustain competitive advantage in a complex, changing sector.

To have successfully Migrated as systems and services off Tru64 and onto Linux/Windows, Tru64 environment decommissioned

Manager Infrastructure Services

Manager Application Services.

End of Year Tru 64 environment decommissioned All migrated applications operating in

production in new environment.

A5. Sustain competitive advantage in a complex, changing sector.

Infrastructure Architecture reviewed and plan developed focusing on availability, scalability & management tools & Technologies.

Manager Infrastructure Services

Plan – EOM April

Implemented by EOY

Plan approved by IT Director by EOM April

Backup initiative implemented by EOY 2009

B4. Develop new paths through national and international collaboration.

B2. Learn with regional communities: local, national, global.

A5. Sustain competitive advantage in a complex, changing sector.

E4. Advance use of communication, internet and information technology.

New data network implemented and operating at predetermined KPI’s, Functionality rollout plan documented and underway.

Principal IT Officer

Core – EOM Feb

Disruptive testing EOM April

Customer Acceptance testing EOM May

New network operational. Reporting of predetermined KPI’s in

place and reported to ITMT.

ALL A comprehensive Service Catalogue developed, maintained, published and used.

Manager Support Services

First version approved by SSQGB and ICTC by EOM April.

Commence consultation and introduction by EOM May.

Catalogue published on ITD Web site. IT Management Team (ITMT) using

Service Catalogue to assess performance

2009 Budget incorporated into service costing database

ITD Operational Plan Calendar Year 2009/10

2009 – 2010 Operational Plan

Page 10: Operational Plan - The University of New England, Armidale, New

A2. Establish and maintain a vision-led performance structure.

D3. Build performance by measurement, assessment and recognition.

KPI’s established for Services and performance against those being measured and regularly reported to ITMT & Service and Service Quality Governing Board.

All Managers End of 2nd quarter 2009

Service Catalogue published and in use. Regular KPI reporting provided to ITMT,

SSQGB.

C1. Secure current student markets; provide an outstanding experience.

E4. Advance use of communication, internet and information technology.

Video conferencing development plan in place and being executed.

Manager Infrastructure Services

End of 2nd quarter 2009

Plan documented and approved Video Conferencing services included in

ITD service catalogue Development plan established and being

executedA5. Sustain competitive advantage in a complex, changing sector.

Disaster Recovery & Business Continuity plans maintained and tested.

All Managers Ongoing Spot check of latest version twice a year One test conducted in the year

A1. Achieve distinction through integrated, interdisciplinary innovation.E1. Achieve beneficial change through forthright, open review.

Customer Relationship approach/framework determined, implemented & measured. In addition initiatives in place in response to customer satisfaction surveys (CAUDIT/VOICE)

All Managers Ongoing Approach/Framework agreed and in place and in operation

Improved communication channels between ITD and clients established.

Effectiveness Being reported to ITMTB1. Harness and build regionality focus; commercialise expertise.

A4. Co-ordinate UNE presence to influence key audiences.

E3. Streamline UNE processes.

Project Office established and operational Project Management Office

Recruitment Qtr 1, 2009

Operational Plan Q2, 2009

Fully in operation EOY 2009

2009 Project Operational Plan approved by Director ITD

Staff in place Action on IT Enabling plan incorporated

into Operational Plan and being executed.

D1. Ensure clear and effective governance systems and practices.

IT Governance Committees established and meeting regularly.

Director IT Ongoing. Committees hold meetings as required by Terms of Reference (typically quarterly).

A1. Achieve distinction through integrated, interdisciplinary innovation.

A5. Sustain competitive advantage in a complex, changing sector.

Implement Project Server for consistent project reporting across all ITD projects

Project Office Manager

Infrastructure Services

End of Year 2009 Project Server in place and being used by ITD project managers.

Project Office administers Project Server.

Link to Strategic Plan Directorate goals to be achieved Primary responsibility Timeframe for delivery

Outcome expected

2009 – 2010 Operational Plan

Page 11: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility Timeframe for delivery Outcome expected

E1. Achieve beneficial change through forthright, open review.

E4. Advance use of communication, internet and information technology.

Improved support for Teaching and Research Activities

All Managers Ongoing Customer Surveys Service Catalogue reports show increasing

consumption of services in this area

A1. Achieve distinction through integrated, interdisciplinary innovation.

B1. Harness and build regionality focus; commercialise expertise.

E1. Achieve beneficial change through forthright, open review.

Technology Design standards and development standards established, published and incorporated in outsourced contracts. (minimum standards for a product or service to be accepted as a UNE service and supported by ITD)

Manager Infrastructure Services

Manager Support Services

PITO

Design standards to FMS in Jan 09

Criteria documented and approved by ITMT, COO & ICTC.

Criteria published on web site. Criteria referenced in contracts and

agreements Evidence of criteria being assessed as part of a

Technical acceptance project milestone.A4. Co-ordinate UNE presence to influence key audiences.A5. Sustain competitive advantage in a complex, changing sector.

IT Enabling plan initiatives due in 2009 achieved.

All Managers End of Year 2009 Quarterly Review of Enabling plan progress by ITMT

B1. Harness and build regionality focus; commercialise expertise.A2. Establish and maintain a vision-led performance structure.A5. Sustain competitive advantage in a complex, changing sector.

ITD meets obligations as required by ICT related contracts. Achieved by development of a register of contracts, obligations and regular review by ITMT

Manager Support Services

June 2009 Register of IT Contracts

C4. Explore new education markets, modes and opportunities.

Evaluate and improve the Value proposition / Business case for ITD. This includes regular communications with UNE staff and students, IT Forums, etc.

All Managers End of Year 2009 then ongoing.

Improved uptake of IT services. Greater cohesion between strategic direction

and operational services. Reduction in incidents and problems reported

by staff and students.

2009 – 2010 Operational Plan

Page 12: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility

Timeframe for delivery

Outcome expected

E4. Advance use of communication, internet and information technologyE3. Streamline UNE processesE2. Delegate authority, with associated accountability measures.A5. Sustain competitive advantage in a complex, changing sector.

Implement a Configuration Management system and processes

Manager Infrastructure Services

Draft - EOM June progress report by EOM Sept.

Reduce unanticipated interruptions to services levels Maximize use of planned downtimes.

E4. Advance use of communication, internet and information technologyE3. Streamline UNE processesE2. Delegate authority, with associated accountability measures.A5. Sustain competitive advantage in a complex, changing sector.

Implement Change and Release management systems and processes

Manager Application Services.

Draft policy EOM May

Training EOM June

Improvement in control and timing of releases. Reduce unanticipated interruptions to service levels. Consistency, transparency and coordinated approach to release

management.

D1. Ensure clear and effective governance systems and practicesD2. Align Plan strategies, resources and decision-making.E3. Streamline UNE processes

IT desktop / personal IT equipment contract in place by August 2009 (expiration date of the current contract)

Manager Support Services

August 2009 Reduced total cost of ownership for University investment in IT infrastructure.

Best value for whole-of-organisation spend.

E3. Streamline UNE processesE2. Delegate authority, with associated accountability measures.

Improve and make the ITD processes for processing charge-back jobs or pass-through charges more efficient. Reduce resource cost.

Manager Support Services

End of Year 2009 Automated systems in place to transfer data to Finance system. Lower resource cost

E5. Align financial management to strategies; diversify income sources.A5. Sustain competitive advantage in a complex, changing sector.

Review the cost-effectiveness of the telecommunications charging model and make recommendations for improvement to the Director ITD

Manager Support Services

prior to the commencement of the budget process in August/September

Improved system leveraging advantages of AARNet pricing model. Increased use of the internet for research, collaboration.

2009 – 2010 Operational Plan

Page 13: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility

Timeframe for delivery

Outcome expected

E4. Advance use of communication, internet and information technologyE2. Delegate authority with associated accountability measures

Implement the business benefits of the Jet Billing System. (Internet quota management)

Manager Support Services

Manager Application Services.

End of third Quarter (has dependencies on network project).

Reduced cost in processing student over-quota. Quota management enabled. Electronic payment by students to increase

quota. Lower cost worn by UNE for over-quota use

that is not caught and/or not paid for.

E1. Achieve beneficial change through forthright open review.A5. Sustain competitive advantage in a complex, changing sector

Benchmarking - compare IT funding and expenditure at UNE against similar sector benchmarks.

Manager Support Services

Ongoing CAUDIT 2008 EDUCAUSE 2008

2009 CAUDIT customer survey USQ 2009 benchmarking project. AUPC benchmarks as relevant to IT Efficiency benchmarks with Deakin, JCU, CSU,

Newcastle,USQE4. Advance use of communication, internet and information technologyA5. Sustain competitive advantage in a complex, changing sector

Conduct VoIP Pilot and recommend ongoing strategy for UNE

Principal IT Officer

Mid-year 2010 Technologies reviewed, an internal review of those technologies completed and a recommendation to the Director IT.

E4. Advance use of communication, internet and information technologyC1. Secure current student markets; provide an outstanding experienceC3. Achieve superior student engagement, learning and skills outcomes.

Video Conferencing Technologies:Evaluate and recommend in conjunction with external departments the future model for procurement, implementation, management and support of video conferencing technologies.

Principal IT Officer

October (report)

Delivery end 2009.

UNE leveraging best use in its investment in video conferencing technologies.

Increased use of video conferencing in teaching, collaboration and research.

Reduced travel costs due to use of video conferencing.

2009 – 2010 Operational Plan

Page 14: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility

Timeframe for delivery

Outcome expected

C1. Secure current student markets; provide an outstanding experience.C3. Achieve superior student engagement, learning and skills outcomes.C4. Explore new educations markets, modes and opportunities.E4. Advance use of communication, internet and information technology

Off-campus wireless networking Principal IT Officer

End of Year

WiMax mid 2010 (based on funding)

Implement UNE Network wireless access into Armidale airport

Implement UNE Network wireless access into Armidale Mall

Implement a WiMax broadband wireless pilot in Armidale

C1. Secure current student markets; provide an outstanding experience.A5. Sustain competitive advantage in a complex, changing sector

Implement upgraded backup link

Principal IT Officer

End of year 2009

New, high-capacity backup link between UNE and the AARNet link at UTS Sydney.

Reduction in exposure to loss of business due to poor connectivity if our primary link fails.

E4. Advance use of communication, internet and information technologyE5 Align financial management to strategies; diversify income sources

Evaluate outsource opportunities for student email with providers such as Google/Microsoft/Collaboration

Principal IT Officer

Q1 2010 Low cost, high-availability email for students. Lower cost for UNE.

E4. Advance use of communication, internet and information technologyA5. Sustain competitive advantage in a complex, changing sector.A2. Establish and maintain a vision-led performance structure.E5. Align financial management to strategies; diversify income sources

Business Intelligence: Provide a supporting role for ITD's active participation in setting of business strategy to leverage technology expertise for maximum business benefit.

Director IT End of Year 2009

Implement Cognos Scorecard analysis using Metric Studio.

Enterprise Planning deployed on a pilot scale Steady cultural shift towards a performance

management organisation through broad provision of and access to high quality, self-serve business intelligence capability.

2009 – 2010 Operational Plan

Page 15: Operational Plan - The University of New England, Armidale, New

Link to Strategic Plan Directorate goals to be achieved Primary responsibility

Timeframe for delivery

Outcome expected

1A. Achieve distinction through integrated, interdisciplinary innovation.A5. Sustain competitive advantage in a complex, changing sector.D1. Ensure clear and effective governance systems and practices.

Desktop Computing Environment – Establish a framework around and strengthen delivery and change management of upgrades to Standard Operating Environments and changes to vendor-delivered hardware platforms for desktop and portable computing equipment.

Manager Support Services

Appointment to project position by June 2009.

Project complete by EOM May 2010

Creation of a Mac OSX Standard Operating Environment.

Processes established for the creation/ update of SOE images where applicable and in designated and published timeframes.

Recommendation on whether to move to MS Vista or wait for Windows 7 as recommended environments.

Investigate and make recommendation on remote diagnostic tools and ‘push’ technologies through the UNE domain.

Investigate and recommend regarding network discovery / license management solutions for UNE.

2009 – 2010 Operational Plan