A Campus-Based Shared IT Services Framework for the UC Opening Slide Discussion with the ITLC By Emily Deere, Kian Colestock, and Gabe Youtsey

Why are we here? Charged to draft a conceptual framework for campus-based shared IT services: high quality, consistent, sustainable, broad adoption Support and build upon the two pillars in the foundation for collaboration Allow campuses to focus on the services that differentiate us rather than commodity IT services that do not Seeking feedback on the framework and support from the ITLC for further development of it 11/30/2018

Objective #1: Address Barriers from the Past Centralized model selected versus ‘shared services’ model Professionalized delivery not uniform across all campuses Sustainable funding models and governance required for success Need ROI and metric data to demonstrate opportunities for shared services and elicit adoption from campuses 11/30/2018

Solutions Location-based IT Centers of Excellence (IT CoE) Own, manage and provide system-wide services Partner with business units to provide uniform business processes Partner with IT groups to provide sound architectural decisions and interoperability Campus Consumers Adopt shared services and participate in system wide governance Promote uniform business processes and architectural standards Champion campus needs for professionalized service delivery and ROI Shared Services Innovation Center (SSIC) Provide a sustainable framework to the UC system for location-based shared services Support core operations, coordinate metrics & deliver reports 11/30/2018

How Shared Services is done Today ‘Ground-up Collaborations’ 11/30/2018

Objective #2: Create a Lightweight Facilitation Point for Shared Services SSIC 11/30/2018

Objective #3: Ensure the CoE and SSIC have Clear, Complimentary Roles Funding CoE Manage funding for their service Manage budgets and reporting SSIC Develop framework models for COE Aid in identifying services and ROI for consumers Governance SSIC Provide governance models and tools Mediate, advise, and provide metrics for consumers CoE Lead governance teams Manage change management CoE SSIC KM SSIC Create KM sites etc. CoE Participate in collecting best practices …. ITSM Operations CoE Tier level support SSIC Advise on best practices Centralized services where applicable 11/30/2018

Objective #4: Develop Effective Shared Service Governance Leverage existing ITLC governance with additional elements for services Define a shared service strategy based on UC priorities Oversee the roll out of new shared IT services Ensure the portfolio of shared IT services is meeting its objectives Ensure best practices for security, privacy, IT operations management, architecture, vendor selection are in place and followed 11/30/2018

Shared Service Governance: Roles ITLC (primary & subcommittee members) Campus IT Service Teams Governance Roles Shared Service Innovation Center Campus Business Stakeholders 11/30/2018

Shared Service Innovation Center Objective #5: Provide UC Locations an Incentive for Adoption Shared Service Innovation Center 11/30/2018

(primary & subcommittee members) Leverage the Ability to Scale to Lower Service Costs TLC (primary & subcommittee members) 11/30/2018

Net result is a best of breed service at a lower cost Locally Managed (Cost Equivalent) Potential Campus Savings 11/30/2018

Knowledge Management Best practices Development / SDLC IT Service Management Transition Professional delivery 11/30/2018

Questions