Phase I Data Collection and Service Design

During Phase I of the IT Transformation Program, (September - December 2003) Data Collection and Service Design Visioning teams collected IT data across the campus and developed a consolidated service delivery model.

Data Collection Team
The data collection effort achieved an understanding of various IT entities by collecting information across 10 divisions and 52 units campus-wide that aggregated over 11,000 records of information. The data produced a comprehensive picture of reported information related to IT people, hardware, software, and space across campus, which helped the project leaders understand the order of magnitude as various consolidation strategies are considered. Data Collection Team

Service Design Visioning Team

The Team:
Ed Boring, PB Sci
Scotty Brookie, Arts Division
Colleen Douglas, University Relations
Jim Genes, SOE
Beth Guislin, ITS
Steve Hauskins, PB Sci
Bruce Horn, ITS/Media Services
Lee Jaffe, McHenry Library
Chris Kamalani, BAS/IPMTS
Troy Lawson, Planning & Budget
Warren Mikawa, Student Affairs / CUHS
Ethan Miller, SOE
Davi Ottenheimer, COAST
Janine Roeth, ITS
Brad Smith, SOE
Dan Snodgrass, Humanities Division

While developing a new service delivery model, the team was charged with the following goals:

  • Establish coherent delivery and value of IT services campus-wide through consolidation;
  • Produce cost savings for the university;
  • Focus on customer service;
  • Be adaptive and responsive;
  • Be open to the larger influences beyond the customer relationship; and,
  • Recognize people in the IT community as essential resources.

The proposed consolidated Service Delivery Model establishes a coherent delivery model and places a high value on customer service. Expected benefits from the new model include:

  • Consistency in Customer Service Levels Clearer definition and delineation of services, unified problem tracking and resolution mechanisms;
  • Improved IT Alignment and Value Better visibility of emerging IT needs and projects across campus that, in turn, allows for better planning and alignment of IT resources with campus priorities; and,
  • Better IT Cost Management Overall visibility of IT costs, fewer resources required from consolidation, elimination of unplanned redundant services or applications, campus-wide leverage of IT spending.

Along with the data collection effort, a Service Delivery Model was built to balance and integrate six key design aspects that place a high value on campus-wide IT service, produce cost savings, focus on client service, are adaptive and responsive, are open to influences beyond the client relationship, and recognize the IT community as an essential resource. Design aspects considered essential for an IT service delivery model include:

  • Behind-the-Scenes Services
  • Client Service
  • Client Feedback
  • Dedicated Specialized Support Services
  • IT Governance
  • Funding

A Bronze level of IT service was designed as part of the new IT Service Delivery Model. Bronze service will offer UCSC faculty, staff, and students consistent support levels that are provided centrally and without charge. Bronze service covers standard productivity computing as well as a wide range of ongoing specialty computing support services. Bronze Service

Executive Budget Committee (EBC) Endorsed Vision of New IT Organization
In December 2003 the Data Collection and Service Design Visioning teams made a presentation about the IT future state vision to the EBC that included a recommendation to develop a new, consolidated service delivery model with services delivered primarily through a central IT organization.

The EBC whole-heartedly endorsed the scalability, values, and principles of the IT future state vision and determined to move forward with a consolidation of all campus IT services into a newly created IT Division. This new organization will approach IT service delivery in a new and innovative manner that will meet the campus strategic goals while continuing to address the needs of IT service clients. Organization Design Team

Next phase...Phase II - Detailed Service Design Planning