IT Support and Trends for Information Technology Division

IT Support and Trends for Information Technology Division Efficiency and Effectiveness Committee UT Board of Trustees Dr Richard L Brown Vice Chancellor Finance Operations and IT December 2009 1

Assessment and Planning UTC Information Technology 2010 -2015 2

Information Technology Assessment and Strategic Plan 2010 -2015 Goal One: Identify all Information Technology services provided by central ITD and distributed IT Goal Two: Consultant to Assess campus IT and prepare recommendations for the IT Plan 2010 -2015 Goal Three: Develop the vision for Campus IT and design the Campus IT plan 2010 -2015 to support the vision and the Strategic Plan 3

Action Plan for Information Technology Assessment : Establish broad based committee to assess current state and develop Campus IT Plan for 2010 -2015 Document all Enterprise IT Services and customers supported Identify all resources committed to Campus IT: Financial, staff, equipment and space 4

Action Plan Information Technology Assessment: Select consultant to provide independent assessment of Information Technology at UTC. ◦ ◦ ◦ Assess current IT support requirements Assess current IT support to the campus Assess resource allocation and function Assess IT Governance Establish Peer benchmarks to compare UTC 5

Action Plan Information Technology Assessment Consultant Deliverables ◦ Provide recommendations for the Campus IT Plan 2010 -2015 to support the Strategic Plan: Business Requirements of Information Technology to support the Mission of the University Teaching on campus and online Research Service Administrative Support for the Student Information System and campus IT services Organization Model for campus IT services Resources to support the campus requirements Governance of IT 6

IT Assessment and Planning Committee IT Assessment Executive Sponsors Richard Brown Phil Oldham Committee Co Chairs Karen Adsit Monty Wilson 7

Committee members Stephanie Smullen Computer Science -Chair Classroom Technology Virginia Cairns LIBR CTC Nick Honerkamp SOC Ed Rozema Math Roger Thompson CRMJ Gavin Townsend ART Cindy White BMGT Joe Wilferth ENG Kay Lindgren CHEPS Beth Dodd Continuing Education Chuck Cantrell Development/University Matt Pope Athletics Yancy Freeman Student Development Relations Vanasia Parks FOIT Clint Smullen ARCS Banner Debbie Parker Banner Richard Gambrell IT Banner Deborah Arfken Strategic Planning TBD Sim. Center Michael Dinkins ISO Steve Dodd Auxiliary Services

Committee Timeline October: Assemble committee, identify data elements required, complete draft plan and review with Vice Chancellor and Provost for guidance. November: Meet with committee; identify potential consultants to send RFP, Develop draft RFP Provide draft for committee review ongoing data collection December: Committee complete RFP preparation, update the executive sponsors for a final approval and sent out. January: Vendors prepare response February: RFP returned, Consultant selected/campus visit March: Consultant completes work and submits report April: Executive committee reviews report and sets future course for IT support for the campus 9

ITD Enterprise Services Network Jeff Kell Systems Tony Parsley Information SystemsBanner Richard Gambrell Communication and Network Infrastructure Luis Leon Technology Support Charity Trillet 10

Distributed Enterprise IT Service Providers Leaning Management System-Blackboard Karen Adsit Clint Smullen Card Access Cbord/Stanley Cindee Pulliam Library Systems Theresa Liedtka UTC Web Content Chuck Cantrell Housing Steven Hood COBA Desk top support Richard Cassavant Engineering desktop and server support Will Sutton Sim. Center IT Operations and Maintenance Dave Whitfield ARCS- Clint Smullen 11

Grand Strategy For ITD at UTC 12

Vision Statement: to provide outstanding information technology services to the University that leverages technology to enable accomplishment of the vision, mission, and core values identified by the University Strategic Plan. Action Plan: • Partner with all Academic and Administrative campus organizations to identify required Information Technology services and execute leverage each organizations ability to meet their core mission. • Operate all Information Technology systems to provide effective, reliable, scalable, and robust IT services. 13

Action Plan Continued: • Improve the efficiency and cost effectiveness of all information technology services • Collaborate with all customers to establish a governance process that efficiently identifies requirements and allocates resources to meet campus information technology requirements in a fiscally responsible manner. • Join forces with the University of Tennessee Office of Information Technology and decentralized UTC Information Technology support staff to maximize the effectiveness of all Information technology services supporting the business of UTC 14

Classroom Teaching Podiums In Service 2004 -2009 140 26% increase 120 100 80 Podiums In Service 60 40 2004 2005 2006 Critical IT Support Provided Podiums In Service 2007 2008 2009 2004 2005 2006 2007 2008 2009 93 102 115 121 125 126 15

250 Wireless Access ports 94. 7% Increase 200 150 Wireless Access ports 100 50 0 2004 2005 2006 2007 2008 2009 Wireless Access ports 12 17 34 70 124 228 16

250 Internet Bandwidth MB 85% increase in bandwidth 200 150 Internet Bandwidth MB 100 50 0 2004 2005 Internet Bandwidth MB Internet 2 2006 2007 2008 2009 2004 2005 2006 2007 2008 2009 30 30 30 45 100 200 1 Gb 0 0 1 Gb 17

UTC active email accounts 25000 31% Increase 20000 15000 email accounts 10000 5000 0 2004 2005 2004 email accounts 2006 2005 2007 2008 2006 2009 2007 2008 2009 14915 15345 17897 18227 19872 21623 18

2004 2005 2006 2007 2008 2009 Computers on Campus 3513 3760 3900 4126 4315 4410 19

2004 2005 2006 2007 2008 2009 Telephone lines in service 2850 2896 2979 3023 3073 3110 8. 36% 20

20000 Wired Network Ports 18000 45. 8% Increase 16000 14000 12000 10000 Wired Network Ports 8000 6000 4000 2000 0 2004 2005 2004 Wired Network Ports 2006 2005 2007 2006 2008 2007 2009 2008 2009 9977 10570 12185 14484 17273 18404 21

ITD Staff Support • No net increase in ITD operational staff in five years • Five added for Banner Project new requirements. • Four existing staff 95% dedicated to Banner Plus two 50% 45 40 35 30 25 Lupton Poidum Project Tech Fee Staff 20 IT Division Staff 15 10 5 0 2004 2005 2006 2007 2008 2009 IT Division Staff E&G 29 30 30 30 31 31 Tech Fee Staff 10 10 12 13 13 13 5 4 0 0 44 44 42 43 44 44 0 0 1 5 Lupton Podium Project Total ITD Staff by year Banner Project IT Staff +2 22

Summary ITD Key Services 2004 - 2009 % increase 2004 to 2009 Critical IT Support Provided 2004 2005 2006 2007 2008 Podiums In Service 93 102 115 121 125 126 26. 19% 326 368 388 410 483 523 37. 67% 9977 10570 12185 14484 17273 18404 45. 79% Network Switches and Routers Wired Network Ports Wireless Access ports 12 17 34 70 124 228 94. 74% Network Bandwidth Mb 30 30 30 45 100 200 85. 00% 1 Gb 0 0 1 Gb Internet 2 Gb email accounts Computers on Campus Telephone lines in service 14915 15345 17897 18227 19872 21623 31. 02% 3513 3760 3900 4126 4315 4410 20. 34% 2850 2896 2979 3023 3073 3110 8. 36% 23

UTC Campus Unrestricted Revenues $120, 000 $100, 000 $80, 000 $60, 000 $40, 000 $20, 000 $0 Campus E&G FY 2005 $84, 112, 709 FY 2005 FY 2006 $88, 048, 481 FY 2006 FY 2007 $91, 761, 601 FY 2007 FY 2008 $103, 201, 220 FY 2008 Campus Unrestricted Revenues $84, 112, 709 $88, 048, 481 $91, 761, 601 IT Budget $1, 630, 676 $1, 654, 613 $1, 758, 181 Tech Fee Budget $882, 147 $1, 125, 075 $1, 130, 244 $204000 one time One time funds removed from FY 2008 chart FY 2009 $105, 687, 582 FY 2009 $103, 201, 220 $1, 891, 350 $1, 264, 428 UTC Unrestricted Revenues from FY 2004 through FY 2010 Source UT System Budget Report Unrestricted Revenues FY 2010 $105, 687, 582 $1, 901, 216 $1, 082, 343 FY 2010 $108, 143, 735 $1, 693, 183 $1, 047, 343 Gartner Recommends 5% = $5. 4 million 24

ITD E&G and ITD Tech Fee funding trends FY 2005 -FY 2010 Source UT System Budget Report Unrestricted Revenues 25

$2, 000 80% $1, 800, 000 Salary Percentage of Yearly ITD Funds FY 2004 - FY 2010 78% $1, 600, 000 76% $1, 400, 000 74% $1, 200, 000 72% $1, 000 70% $800, 000 68% $600, 000 $400, 000 66% $200, 000 64% $0 Budget Salary % of Budget FY 2004 $1, 640, 660 $1, 116, 589 68% FY 2005 $1, 630, 676 $1, 215, 648 75% FY 2006 $1, 654, 613 $1, 213, 299 73% FY 2007 $1, 758, 181 $1, 271, 334 72% FY 2008 $1, 891, 350 $1, 328, 495 70% FY 2009 $1, 901, 216 $1, 388, 544 73% FY 2010 $1, 693, 183 $1, 314, 054 78% 62% Salary increases reduce operating budget from 32% to 22% Less operating budget available to replace outdated hardware and meet new requirements Source UT System Budget Report Unrestricted Revenues 26

30% Funding Percent Increase FY 2004 to FY 2010 25% 20% 15% 10% 5% 0% Campus 27% Percentage Increase FY 2004 Campus Unrestricted Revenue ITD E&G budget Tech Fee It IT 3% $78, 829, 881 $1, 640, 660 $756, 440 FY 2010 Tech Fee 28% Increase Change in Adjusted for purchasing inflation 2004 power from -2009 * 2004 $108, 141, 735 $29, 311, 854 $ 90, 069, 710 $ 18, 072, 025 $1, 693, 183 $52, 523 $ 1, 874, 591 $ (181, 408) $1, 047, 343 $290, 903 $ 864, 294 $ 183, 049 Comparison of E&G investment in ITD to Campus Unrestricted Revenues * CPI inflation calculator Bureau of Labor Statistics Source UT System Budget Report Unrestricted Revenues 27

FIVE GRAND STRATEGIES IDENTIFIED WITHIN THE STRATEGIC PLAN 1. ITD will become customer centered and customer directed. A transparent and accountable IT service is needed; one driven by cost sensitive customer input and quality technology design, creating a competitive advantage from efficiency and quality service. 2. ITD will develop a unified governance structure that eliminates silos, lowers cost duplication, achieves synergy of management, and adopts policies and standards across the institution; elimination of duplication creates competitive positioning and sustainable growth. 28

FIVE GRAND STRATEGIES IDENTIFIED WITHIN THE STRATEGIC PLAN (cont. ) 3. ITD will control costs by efficiency and effectiveness of design and systems integration; operational improvements will create a competitive leadership position with public comprehensive university markets. 4. ITD will provide leading edge technology and capacity to support online instruction, research systems, administrative systems, and global connectivity. Faculty and staff incentives will drive online curriculum migration. The online university growth plan will create differentiation and market competitiveness. 5. ITD will provide a five-year financial plan to support innovation and sustainable growth. Strategic financial planning ensures the university will attain goals and become a low cost leader in higher education. 29

ESSENTIAL ITD STRATEGIES FOR FINANCIAL POSITIONING A. B. C. D. E. Provide technology alignment with campus priorities; Provide excellence in teaching and research; Provide an ITD shared vision that aligns with university mission, goals, and core values; Provide financial and funding metrics; Provide differentiation via technology innovation. The ultimate objectives of this plan is to create a pathway for the institution to reduce costs, enhance services, and become empowered to control ITD future directions. 30

CAMPUS FEEDBACK FOR LONG-RANGE ITD FOCUS 1. 2. 3. 4. 5. Provide best practices for IT research and strategic planning. Provide best practices to assist with new RFP proposals of IT systems architecture. Provide technology application and data integration/data management assistance. Provide business intelligence and business process management. Provide enterprise systems management and outsourcing opportunities. 31

CAMPUS FEEDBACK FOR LONG-RANGE ITD FOCUS (cont. ) Create a high performance networked workplace. 7. IT assist inventory and obsolescence plan. 8. Mobile IT and wireless planning. 9. Manage PCs - laptops and handheld devices. 10. Provide security and privacy for servers and data storage. 11. Provide integrated web-services for online instruction and e-business. 6. 32

UTC ITD SWOT ANALYSIS Strengths • Talented IT staff • New fiber backbone • Integrated student, financial, and teaching ERP systems • Student technology fee • UT system ITD core support for student systems Weaknesses • Decentralized silo IT functions • A lack of shared governance structure for decision making • Limited five year finance plan • Integration of UT System leadership and System IT Plan • Proactive versus reactive responses Opportunities • Create a five-year ITD strategic plan • Providing leading edge campus technology • Create new revenue opportunities • Enhance teaching, research, and student services • Create a sustainable financial plan • Enhance campus confidence Threats • Outsourcing of some ITD functions • Waste of limited resources • Continued Decentralization and silos • Loss of strategic positioning • Potential growth in customer dissatisfaction • Must enhance campus confidence 33

GAP ANALYSIS—ITD SERVICES CURRENT STATE DESIRED STATE • Decentralized services • Unclear governance structure • Limited Five-Year Strategic Plan • Limited Major ITD online instructional support strategy • Challenged customer centered services given resources • Synergy and service centralization • Unified governance with ITD engaged with Chancellor’s Cabinet • Five-year Financial Plan aligned with ITD Strategic Plan • Implement a new UTC online university with degree completion programs • Customer feedback and data will drive assessment and new ITD investment 34

IT Spend as Percent of Revenue by Industry Sector Series 1 Primary Industry 5. 8 Education 6. 7 Health. Care 6. 5 Wsale/Retail 4. 5 T/U/C Manufacturing 5. 1 2. 5 Govt 5. 6 Fin Svcs 5. 5 Bus Svcs 12. 2 0 2 4 6 8 Source: Info-Tech Research Group 2008 10 12 35 14

ITD Strategic Plan 36