CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Collaborative Computing on an Institutional Level Steve Breeck, Harold Esche, Bill Richardson University of Calgary

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary University of Calgary students 2300 faculty, 2700 staff $800M budget $250M in research Students from 80+ countries 16 Faculties/53 Depts/30 Institutes Big and Complex!

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary The History of IT at the University of Calgary (in only one slide) First IT Unit in 1961 First CIO in 2004

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary The Typical Question: Should IT be Centralized vs Decentralized? Organizing IT

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Organizing IT The Really Important Questions: What are the desired outcomes? What services are important to the University? Do you want operational excellence? Do you want innovation? What does the University need from IT in 5 years? Are you going to be a CIO or an IT Director?

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Fundamental IT Equation operational excellence + service focus + collaboration = Really Cool Stuff

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary ITAG Integrated Technology Action Group

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary What does ITAG Do? Whatever it wants to do! Communication between units Identification of important issues Delivery of solutions

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary First ITAG Project: Integrated Help Desk Support environment in 2005 –IT responsibilities split across campus –UCIT integrating their support services –Unit support level vary from full to none –Users have to decide what their IT related problem was and who to call

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary The Vision User says to us, “I have a problem with my computer”. And an integrated Help Desk determines what that means and what to do to solve the problem.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Pilot Project - Technical Main players: –UCIT –Haskayne School of Business –Faculty of Kinesiology Determine roles and responsibilities Create an experts list of who knows what and who to contact Integration of incident reporting tools Six month pilot with concluding report to ITAG and the faculties

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Pilot Project - Political/Cultural Talking to people in the faculties about their support needs and desires Educating support staff on the benefits of integration Educating faculty and staff on how to use the new system –Use the new system, phone, , web –Don’t come to my office and ask for help

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Pilot Project Results Surveys have indicated that users were generally satisfied with the Integrated Support model There continue to be some people who preferred the old system

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Support environment 2008 –Original participants –Department of Geography –Faculty of Communications and Culture –Campus Infrastructure –Human Resources –Engineering – in the works –Medicine - in negotiation Technical environment –Update incident management software and phone system –Ongoing work to improve self-support systems, FAQS, on-line how-to’s Participants

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary UNITIS Project UNIT Information System (UNITIS) Developed internally by Department of Math over last 10+ years Improved business processes Improved data quality

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary UNITIS Project Simple Goals Provide real-time, accurate information to websites (and administration) Align best practices within unit, but still allow flexibility Improve data quality World Peace

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Hurdles Technical issues (easy part) Development of concise project goal Political challenges –Crosses potentially all information silos –Does not align with traditional funding models –No project champion at senior level Evolving IT governance model

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary UNITIS - now Evolution from concept to a product Joint development effort with active development across faculties. Deployment across many departmental units Business plan developed CANHEIT presentation next session! (Cassio Room)

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary File Storage Project Project created by ITAG to address common file storage issues Develop a plan to implement a best- practices approach to campus data storage Implement a storage project working model Make available campus wide

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Storage Challenges Many types of storage & storage infrastructure Need for better storage management policies Data protection and Disaster Recovery capabilities

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Laptop Encryption Project Proposed by UCIT Security Officer Prevent the loss of confidential information & intellectual property due to the theft or loss of a U of C laptop by making the data inaccessible to unauthorized users Cross platform support Keep it simple for end user

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Campus Information Management Project Newest ITAG initiative Looking at all information on campus and how it is gathered, stored, distributed Not an “IT problem” - this touches all aspects of institutional activities Will required buy-in from all levels of the university Technical problems will likely be minor compared to cultural challenges

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Looking into the future The future is here. It’s not just widely distributed yet. William Gibson

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary With that view … Integrated IT Help Desks becoming Integrated Everything Help Desk? A “311” Service. Department-centric services becoming Individual-centric services? A user-maintained service “mash up”.

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Some learnings – Day-to-day responsibilities slow progress on projects Sometimes hard to reach consensus Difficult to get interest from non-IT folks + Provides a place to build relationships Integrated is better than central or silo It takes time, but it is worth the effort

CANHEIT | On the EDGE | June 15-18, 2008 | University of Calgary Questions or Comments ?