Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment David Harrison and Joe Nicholls Cardiff University

Key themes and issues Services  External versus Internal Perspectives  Personal versus Organisational Work tasks  Service Design and Management Technology in context  Holistic service provision Enablement  Education and Requirements External Third-party Services  Governance... more questions than answers!

The Modern Working Environment University The Modern Working Environment

central services University The Modern Working Environment

University The Modern Working Environment central services Automated signatories recruitment Total projected activity (TPA) construction & core post approval electronic year planner Interdepartmental transfer note and other internal finance tasks procurement human resources staff handbook finance service procedures file storage policies Estates Salaries Networked Desktop

The Modern Working Environment University ‘Utilities’ - potentially commodity services? central services Automated signatories recruitment Total projected activity (TPA) construction & core post approval electronic year planner Interdepartmental transfer note and other internal finance tasks procurement human resources staff handbook finance service procedures file storage policies Estates Types of services: Content: data/information Tools: technology, equipment People: knowledge, expertise, skills Activities: business processes Types of services: Content: data/information Tools: technology, equipment People: knowledge, expertise, skills Activities: business processes Salaries Networked Desktop

central services The Modern Working Environment University

MRE MLE central services Timetabling Enquirer-to-student process Online student application process Placement application process New course process Improving communication with students Improving the student’s Day 1 experience Supporting students on placements Legal Advisors Research Administrators Managing post-graduate researchers Researcher Profiles Commercial & Spinout Ethical approval Financial Costing Forms Stock control Policies & Procedures Project Management

central services The Modern Working Environment University

VRE MRE MLE VLE central services Discussion lists Question & Test Content repositories Learning objects Wikis Blogs Bookmarking Collaborative workspaces Collaborative workspaces Electronic journals Blogs Wikis IRC Instant Messaging Desktop videoconferencing Bookmarking Content repositories Discussion lists Electronic journals Learning Technologists Question Banks ePortfolio Text Messaging High Performance Computing

central services World Wide The Modern Working Environment ↑ Opportunity ↑ Capability University Emerging external services: ↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes Emerging external services: ↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes

The Modern Working Environment Personal Learning Environment University World Wide

The Modern Working Environment University World Wide Personal Teaching Environment

The Modern Working Environment World Wide Personal Research Environment University

The Modern Working Environment Principle Investigator Research Fellow PhD Student World Wide University

chore World Wide University My Working Environment

core World Wide University My Working Environment

Finance management SSO & Shibboleth Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal My Working Environment Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance Computing Alerts News & Events Cardiff Mail ( & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles

Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance Computing Alerts News & Events Cardiff Mail ( & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal

Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance Computing Alerts News & Events Cardiff Mail ( & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment Development

Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance Computing Alerts News & Events Cardiff Mail ( & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment Education

Are we getting the balance right?

The Modern Working Environment My Working Environment World Wide University

Basic data / information related activities

Mapping work activities to services e.g., First task in grant application process: Identifying Funding Opportunities Data / Information Activities Seeking Retrieving Management Manipulation Creation Dissemination Exchange/ Communication Services ContentToolsPeopleActivities Documents detailing funding initiatives Locate and use a search engine Consult Research Support officer Research Support officer performs search Funding opportunity PDF documents and forms Use Adobe Acrobat to display Consult IT Help Desk Documents Printed by secretary Use Content Management System to store documents Research Assistant collates and organises X X X X XX Use guidelines and advice Use Word processor Contact and consult collaborators Paper detailing candidate opportunities Use to Send to collaborators X Secretary prints & posts documents Feedback as Use online collaborative workspace Discuss with Research team X X

ACTIVITY Service provider ACTIVITY Learner, Teacher, Researcher Enablement through Partnership Services Education Requirements

central services Researcher

VRE MRE central services Researcher

VRE MRE central services World Wide External Third-party Services Researcher

VRE MRE central services Enablement: Education? Requirements? World Wide External Third-party Services

Researcher VRE MRE central services Enablement: Education? Requirements? World Wide External Third-party Services

Researcher VRE MRE central services governance ?

VRE MRE central services Researcher Business change Business Change