1. Information Technology Services Partnering for Your Success Services Operations Group Meeting November 30, 2006 Leo de Sousa, Enterprise Architect Information Technology Services http://www.bcit.ca/its/

2. 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

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

4. 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

5. 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

6. 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. http://www.bcit.ca/its/about/vision.shtml Vision

7. 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 Email, 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 www.bcit.ca 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

8. Best Practices Implemented 1998 - IT Security Officer 2003 - Business Continuity/Disaster Recovery 2003 - Service Level Management 2004 - Enterprise Architect 2004 - Project Management Process 2004 - Change Management Process 2005 - Business Analyst 2006 - Web Publishing Standards 2006 - Technology Governance

9. 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 (http://helpdesk.bcit.ca) (604-432-8888 or helpdesk@bcit.ca)helpdesk@bcit.ca Core Service Catalogue http://www.bcit.ca/files/cr/pdf/servicecatalogue.pdf http://www.bcit.ca/files/cr/pdf/servicecatalogue.pdf Service Level Agreement – Contact Michele Morrison if your department requires an SLA. (604-432-8628) Service Level Management

10. 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 (http://helpdesk.bcit.ca) (604-432-8888 or helpdesk@bcit.ca)helpdesk@bcit.ca

11. 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

12. 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 Emails 850 Web Updates

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

14. 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

15. Thank You Leo de Sousa Enterprise Architect Information Technology Services ldesousa@bcit.ca 604-432-8629