Information Technology Services Partnering for Your Success Services Operations Group Meeting November 30, 2006 Leo de Sousa, Enterprise Architect Information Technology Services

Agenda Introduction Timeline – CR transforms into IT Services Vision, Mission and Goals Information Technology Services –redesigned to support your success Best Practices Implemented Partnering for Your Success Questions

Introduction People … Applied Research Learning & Teaching Business Services Enterprise Architecture Process … Technology … Guidance, Consulting, Approval Advise Governance Groups Simplification Common Language

Timeline – CR transforms into IT Services Oct 2005 Jan 2006 Jul 2006 Sep 2006 Oct 2006 VP Learning & Technology Services CR works to deliver a Service Culture CR Redesigns Orgn CR becomes IT Services Best Practice Governance Client Liaisons

Goals Increase the credibility of IT Services Improve the quality of customer service Establish an innovation mandate Establish a new culture Become a process based organization

To be BCITs trusted and valued partner delivering excellence in technology and services. Mission To research, deliver, and support technology that serves the needs of people and processes at BCIT. Vision

IT Services Jan 2007 Bill Howorth Director, Acting Vivian Forssman, AD Web Services, Innovation & Research Web Services Innovation Research Brian Hosier, Mgr Client Services Service Desk Core Desktop Specialty Services Dave Cresswell, AD Information, Infrastructure & Strategic Practices Gary Lake, Mgr Business Application Services , Collab & Portal System Development Information Systems Jamie Garcia, Mgr Technical & Infrastructure Services Network Support Server Support Enterprise Support Strategic Practices BA, BC/DR, EA, PM, Security Rita Richardson, Mgr Transitional Projects Roya Dolling Administrative Services Website Design Publishing Process TEK Social Software Service Desk Knowledge Base Service Level Mgmt Desktop & Labs Client Liaisons Lotus Notes myBCIT.ca Web Applications Banner/Cognos FinAid/Awards WebCT/TLM Internet Access Network Mgmt Wireless Access Server Mgmt Storage Mgmt Business Analysis Enterprise Architecture IT Security Project Mgmt

Best Practices Implemented IT Security Officer Business Continuity/Disaster Recovery Service Level Management Enterprise Architect Project Management Process Change Management Process Business Analyst Web Publishing Standards Technology Governance

The goal of Service Level Management (SLM) is to maintain and improve IT service quality. Service Desk (Helpdesk) remains the primary contact for accessing break/fix services ( ( or Core Service Catalogue Service Level Agreement – Contact Michele Morrison if your department requires an SLA. ( ) Service Level Management

Client Liaisons The goal of establishing ITS Client Liaisons is to improve relationships between IT Services, schools and departments within BCIT. Providing ITS consulting services and proposal support for projects requiring IT Service Desk (Helpdesk) remains the primary contact for accessing break/fix services ( ( or

Timeline – Client Liaison Service Oct 2006 Feb 2007 Apr 2007 May 2007 Sep 2007 IT Services Client Liaison Project Begins Pilot Service Delivered to 2 schools/2 depts Evaluation Of Pilot Service Plan for Institute Rollout ITS Liaison Service to BCIT

So this is where we get I.T. involved Changing How You Value IT Services As IT Services works to become your strategic partners, we first need to gain your respect & trust 600 km cable 700 Network devices 17 TB Storage 400 AP Wireless 270 Servers 5000 Desktops 240K s 850 Web Updates

Technology Governance Model Support Program Enterprise Departmental Innovative Opportunistic Funding Institute Program Control IT Program = schools or departments Institute = centrally governed Approval Consult Guidance

IT Services – Partnering for Your Success IT Services will continue to improve and ensure you receive excellence in technology and services by: –Clear communication with our partners Service Desk and Client Liaisons –Using governance and EA to: Do the right things –Using best practices to: Do things right

Thank You Leo de Sousa Enterprise Architect Information Technology Services