1. John Saville – Head of IT Services University of the West of England, Bristol john.saville@uwe.ac.uk Managing Increased Complexity

2. Who Are We? University with 25,000 students 3,000 staff 8 x campuses (WAN) 5,000 networked PC's (Windows 3.1) 60 x NetWare 3.2 servers 15 x UNIX Servers Emerging Islands of NT

3. Series of autonomous / isolated Faculties No cross movement of staff / students No enterprise-wide applications No communications internal / external No standards No IT enabled teaching NO MONEY Problems The Driving Force Behind Complexity - Yesterday

4. MAR - Mobility of Students 24x7 services ICT – Electronic Resources Remote Access Multi-casting e-Stratregy The Driving Force Behind Complexity - Today

5. To introduce the required services and cut 10% off departmental and capital costs The Challenge

6. The 80’s Dream – The 90’s Nightmare “the dream of cheap powerful workstations in the 80’s has become the enterprise managers nightmare”

7. The Reality Integration of Applications and Student Expectation Demands Pro-active management of infrastructure Re-active problem resolution is no longer acceptable

8. Availability of service Response times Level of support provided Irrespective of user interface PC, Unix Terminal, Web Browser, etc. Growth capability needs to be managed The Users Total Experience is EVERYTHING

9. A Complete Strategy Systems Management Microsoft NT Workstation UNIXMicrosoft NT Standardised Applications Tier One PC’s Windows Terminals/PC’s Business UsersDevelopment Users Thin Client Thick Client Structured Network Infrastructure

10. Infrastructure Clients HP TopTools Network HP OpenView Cisco Works Applications Servers BMC 2000 BMC Patrol BMC 2000 BMC Patrol WideAwake

11. Management Components  Integrated Operational Control  Detection of Trouble Early  Service Level Management  Capacity Planning

12. Cost / Support Costs Balanced Scorecard Kaplin / Norton CRM COST

13. The Cost of Support 80% 20% 80% of the total cost of a problem is identifying where and what it is 20% is the activity to fix

14. Helpdesk Staffing Complexity Front Line Support Unix Management Network Team NT Operations 20 Staff 80% = defining the problem

15. Assume a hardware / software solution of £100,000 The Cost Justification = Very happy Finance Directors A saving of only 2 Staff = repayment period of 2 years

16. The UWE Calculations Based on Enterprise NT & Managed Services IT Services will save £200,000 p.a. plus the transfer of 4 staff from support to innovation

17. ? john.saville@uwe.ac.uk Questions