1. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Using PM Tools to Manage Services: or how EITS is figuring out what ALL we do! Lynn Latimer Patrick Wagman Date: 06/02/2008

2. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Overview Background The Problem The Solution Path Ahead Lessons Learned Importance

3. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The School University of Georgia State Sponsored –Over 200 years old –Oldest state chartered –Land grant (1/76) –614 acres (main campus) Located in Athens, GA –60 miles from Atlanta

4. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The School Students –24,800 undergrad –8,300 grad/professional Faculty –2,794 Staff –6,744

5. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Vision –Continue in the role of state and national leader in information technology, and to be recognized as the first source for knowledge and expertise in the area of information technology. Mission –Provide a robust, reliable, and secure information technology infrastructure, maintain essential production services, and offer world-class support.

6. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Core Areas –Leadership for Information Technology –Strategic Planning, Policy, and Advisement –Business Technology Partnerships –Client Services and Support

7. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Core Areas –Information Security –Information Management and Integration –Enterprise Production Applications –Infrastructure and Architecture

8. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Staff –220 Full time –105 students Budget –$14 million central funds –$8.5 million cost recovery –$7 million Student Technology Fees

9. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Statistics –41,000 devices on network –24,000 wireless network –4,900,000 emails daily –41,000 daily logins –12,000 phone lines –6,000 cable TV installations –20 million mainframe transactions/month

10. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services EITS Fairly young organization –Combined from existing organizations –Many different units into one –Divergent cultures still in organization

11. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services ITPDS Organizational Improvement –Processes Process improvement Portfolio, Project and Service management –Tools to implement Quickbase Clarity Six Sigma/Business Process Management

12. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services ITPDS Strategic Planning & Portfolio Management Assessment & Improvement Predictable Lifecycle & Capacity Management Focus: Alignment, Prioritization, Resource Allocation Tools: Compact Planning, Clarity Focus: Standards, Efficiency, Assurance, Compliance Tools: Six Sigma, Dashboards, ITIL Focus: Prediction, Optimization, Depreciation Tools: Forecasting, Trending, Data Warehousing

13. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Problem We can’t get away with made up data!

14. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Problem EITS Does a LOT of stuff! –Who?/What?/When? –That’s the problem We do it, but it is the right thing to do –May not be sure! How do we document? How do we allocate? How do we plan?

15. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Solution – Big Picture

16. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Solution Strategic Consolidated Planning –Alignment with the vision and mission of the UGA and EITS –Unified and integrated strategic and planning cycle

17. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Path Behind -Strategic Building the New Learning Environment Maximize Research Opportunities Compete in a Global Economy

18. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Solution Tactical Identified and Organized Services –Describe what we do –Describe how we do it

19. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Path Behind -Tactical Identify all –Core Areas –Services –Overhead Get consensus –Does everybody agree on what we do?

20. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Solution Operational Consolidated tools –Capture the data we need –Provide the analysis we need

21. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Path Behind - Operational Find and learn the tool –Try to use in-house resources –Vendor backup, not primary source Plusses and minuses

22. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Tools Clarity –From CA Quickbase –From Intuit

23. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Clarity Portfolio and Project Management IT Governance Organizational Alignment Demand and Resource Management

24. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Clarity Setup Choose between Project/Services Using Projects –Even for services –More flexible (activities/tasks) –Problems Reporting Structure –Follows our core areas and services

25. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services

26. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services

27. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services

28. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services

29. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Clarity Demo UGA Clarity

30. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Quickbase Intuit Product Provides for rapid development in web based environment Utilized for Workflow, Document Management, and Information Sharing

31. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services The Path Ahead Continual refinement/improvement –Refine what and how Better organizational definition of services –True services, not applications Refining organizational key processes

32. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Lessons Learned Constant communication –Receive input/Get buy in –Sell, Sell, Sell Don’t assume others are selling –Continual refinement Not all service have work assigned

33. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Lessons Learned Organizational Variations & Change –Different sections ready for more/less Race horse VS Plow horse VS Mule Only as fast as slowest group

34. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Lessons Learned Change Management –In-place from the START –Strategic and Tactical –Enforce! –Be ready for the Race Horse(s)! Training –Ongoing at all levels

35. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services If you want to get somewhere you have to know where you want to go and how to get there. Then never, never, never give up. Norman Vincent Peale Lessons Learned

36. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Importance Show one integrated approach for planning Show one method to handle services Understand resource requirements Articulate organizational commitments

37. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Summary Background The Problem The Solution Path Ahead Lessons Learned Importance

38. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Key Information ResourceContact ITPDSLynn Latimer: llatimer@uga.edullatimer@uga.edu Patrick Wagman: pwagman@uga.edupwagman@uga.edu ITPDS Email: itplan@uga.eduitplan@uga.edu ITPDS Websitehttp://eits.uga.edu/planning EITS Websitehttp://eits.uga.edu/ EITS Strategic Planning Model http://eits.uga.edu/planningCycle/ Compact Planning Website http://eits.uga.edu/compact

39. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Questions?