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Core Data Service 2013:Core Metrics on IT Financials,Staffing, and Services
October 17, 2013 8AM PT
Leah Lang, Senior IT Metrics and Benchmarking Analyst, EDUCAUSE
Joanna Grama, Portfolio Manager, EDUCAUSE
Michele Norin, CIO, The University of ArizonaSue B. Workman, Associate Vice President, ClientServices and Support, Indiana University
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FREE
BENCHMARKINGSERVICE
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Financials
StaffingServices
Administration and Management of IT
IT Support Services
Educational Technology Services
Research Computing Services
Data Center services
Communications Infrastructure
Enterprise Infrastructure and Services
Information Security
Identity Management
Information Systems and Applications
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751Number of CDS2013 completed
institutions
+ 131 more still
working!
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Response by Carnegie Class
15%
39%
19%
39%45%
60%67%
0
20
40
60
80
100
120
140
AA Priv Pub Priv Pub Priv Pub Other
BA MA DR
Complete
response rate
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Preliminary 2013 data >
666 institutions completed by9/27/13
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Trending data >
462 institutions completedCDS 2011, 2012 and 2013
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Funding
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Central IT Funding/Institutional FTE
$0
$500
$1,000
$1,500
$2,000
$2,500
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
2 0 1 0
2 0 1 1
2 0 1 3
AA Priv Pub Priv Pub Priv Pub
BA MA DRCDS2013 M1Q11
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Central IT Funding Sources
77%
15%
16%
21%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Other funding
System/districtfunding
Other compensation
External productresale
Product resale
Externalchargeback
Chargeback
Student IT fees
Capitalappropriation
Operatingappropriation
CDS2013 M1Q11
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Expenditures
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Percent spent by IT domain
CDS2013 M1Q16,19,20
3%17%
1%
2%
13%14%
6%
2%
11%
16%
15%
0% 5% 10% 15% 20%
Other IT Domain
Information Systems and Applications
Identity Management
Information Security
Enterprise Infrastructure and Services
Communications Infrastructure Services
Data Center services
Research Computing Services
Educational Technology Services
IT Support Services
Administration and Management of IT
Outsourcing In house
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Central IT Capital vs. Operating
85% 82%
95%87% 89% 87% 91%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Capital Expenditure
Operating Expenditure
CDS2013 M1Q13
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Central IT Capital vs. Operating
85% 82%
95%87% 89% 87% 91%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Capital Expenditure
Operating Expenditure
CDS2013 M1Q13
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Central IT Operating Expenditures
27%18%
21%17%
22%
19% 18% 17% 20%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Other IT Domain
Information Systems and Applications
Identity Management
Information Security
Enterprise Infrastructureand Services
CommunicationsInfrastructure Services
Data Center services
Research ComputingServices
Educational TechnologyServices
IT Support Services
Administration and
Management of ITCDS2013 M1Q16
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Central IT Capital vs. Operating
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Capital Expenditure
Operating Expenditure
CDS2013 M1Q13
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Central IT Capital Expenditures
20%25%
19% 19% 32%
19%
23%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Other IT Domain
Information Systems and Applications
Identity Management
Information Security
Enterprise Infrastructureand Services
CommunicationsInfrastructure Services
Data Center services
Research ComputingServices
Educational TechnologyServices
IT Support Services
Administration and
Management of ITCDS2013 M1Q16
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Expenditures by Institutional Mission
Administrative,53%
Teaching andLearning, 39%
Research, 4%Other, 3%
CDS2013 M1Q17
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Expenditures by Run/Grow/Transform
Run , 76%
Grow, 15%
Transform, 9%
CDS2013 M1Q18
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Staffing
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IT FTE by IT domain
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA Priv Pub Priv Pub Priv Pub
BA MA DR
Other IT Domain
Information Systemsand Applications
Identity Management
Information Security
Enterprise Infrastructureand Services
CommunicationsInfrastructure Services
Data Center services
Research ComputingServices
Educational TechnologyServices
IT Support Services
Administration and
Management of ITCDS2013 M1Q24
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IT FTE per 1000 institutional FTEs
1.7
2.7
0.3
0.3
1.5
1.2
0.6
0.3
1.7
3.0
1.7
0.0 1.0 2.0 3.0 4.0 5.0
Other IT Domain
Information Systems and Applications
Identity Management
Information Security
Enterprise Infrastructure and Services
Communications Infrastructure…
Data Center services
Research Computing Services
Educational Technology Services
IT Support Services
Administration and Management of IT
CDS2013 M1Q24
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Outsourced IT FTE per 1000 institutional FTEs
0.6
1.0
0.1
0.6
0.4
0.2
0.1
0.6
1.0
0.3
0.0 1.0 2.0 3.0 4.0 5.0
Other IT Domain
Information Systems and Applications
Identity Management
Information Security
Enterprise Infrastructure and Services
Communications Infrastructure…
Data Center services
Research Computing Services
Educational Technology Services
IT Support Services
Administration and Management of IT
CDS2013 M1Q24, 26b
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Sue B. Workman
Associate Vice President, Client Services and Support
Indiana University
IT Support Services
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Module 2 - IT Support Services
2011 first year for the IT Support ServicesModule.
Legacy survey contained some IT Support
questions. Used preliminary 2013 data and mostly
questions that have 3 years of data for thispresentation.
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Module 2 IT Support Services
Q1 –3 | Help Desk Services Q4 | Help Desk Supported Systems
Q5 | Help Desk Service Delivery
Q6 | Help Desk Usage Q7 | Help Desk Satisfaction
Q8 | Knowledge Management System
(KMS) Usage and Staffing Q9 | Accessibility
Q10 –11 | Supplemental Information
Q12 –13 | Module Feedback
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Use Cases?
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Which Org. Unit ProvidesDesktop Computing Support?
23% 23% 22%
75% 75% 75%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between central ITand other admin or
academic unit(s)Primarily other admin or academic unit(s)
Primarily system or districtoffice
Primarily outsourced
Not applicable - noorganizational unit responsible
CDS2013 M1Q6
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CDS2013 M1Q6
11% 11% 12%
86% 86% 86%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between centralIT and other admin or
academic unit(s)Primarily other admin or academic unit(s)
Primarily system or districtoffice
Primarily outsourced
Not applicable - noorganizational unit responsible
Which Org. Unit ProvidesHelp Desk Support?
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How Much is Spent on IT Support?
$-
$200,000$400,000
$600,000
$800,000
$1,000,000
$1,200,000
$1,400,000
$1,600,000
$1,800,000
$2,000,000
Operating Capital
CDS2013 M1Q16
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Percentage of Operating Expenditures
Information
Systems and
Applications
18%
Administration
and Management
of IT
17%
IT Support17%
EducationalTechnology
12%
CommunicationsInfrastructure
12%
Enterprise
Infrastructureand Services
12%
Data Center 4%
Other IT Domain
3%
Information
Security
2%
ResearchComputing
1%
Identity
Management1%
CDS2013 M1Q16
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Percentage of Operating Expenditures
IT Support
17%
CDS2013 M1Q16
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Percentage of Operating Expenditures
IT Support in-house95%
IT Support outsourcing5%
CDS2013 M1Q19
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How Many FTE?
0
5
10
15
20
25
2011 2012 2013 2011 2012 2013 2011 2012 2013
Desktop computing, user support, training, computer
store - Staff FTE
Help desk - Staff FTE IT support services - Staff FTE
CDS2013 M1Q24
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Are Schools Providing BYOD Support?
61% 62% 64%
34% 34% 33%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Did central IT provide help desk service?
Yes, for institutionally ownedsystems only
Yes, for personallyowned systems only
Yes, for bothinstitutionally andpersonally ownedsystems
Yes, other (pleasespecify)
CDS2013 M2Q1
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Are More Schools Turning to Self-Help?PhoneE-mailWalk-in
Web form
Remoteassistance
Self-service—FAQ
Chat or instantmessage
Self-service—portal
Social mediaVideo
Self-service—wiki
Text message0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013CDS2013 M2Q2
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Are Support Services Provided Differentlyby University Classification?
0%
10%20%
30%
40%
50%60%
70%
80%
90%
100%
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL
Walk-in Phone E-mail
CDS2013 M2Q2
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Are Support Services Provided Differentlyby University Classification?
0%
10%20%
30%
40%
50%60%
70%
80%
90%
100%
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL
Web form Remote assistance/desktop Self-service—FAQ
CDS2013 M2Q2
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Are Support Services Provided Differentlyby University Classification?
0%
10%20%
30%
40%
50%60%
70%
80%
90%
100%
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL
Chat or instant message Self-service—portal Social media
CDS2013 M2Q2
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Are Support Services Provided Differentlyby University Classification?
0%
10%20%
30%
40%
50%60%
70%
80%
90%
100%
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL
Video Self-service—wiki Text message
CDS2013 M2Q2
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How are Schools Using Knowledge Bases?
14% 21%
11% 22%
27%
35% 51%
22%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA BA
Priv
BA
Pub
MA
Priv
MA
Pub
DR
Priv
DR
Pub
INTL
Yes, for help desk
and other IT staff use only
Yes, for self-serviceend-user use only
Yes, for both internaland self-service use
No
Other (pleasespecify)
CDS2013 M2Q8
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Are Most Schools Providing24 hr. Support?
24x7=168
0
20
40
60
80
100
120
140
160
180
2011 2012 2013
CDS2013 M2Q3
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Are Most Schools Providing24 hr. Support?
24x7=168
0
2040
60
80
100
120
140
160
180
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL
CDS2013 M2Q3
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Are Schools Providing Mobile Supportfor Faculty, Staff, and Students?
61%
72%
62%
69%
68%
63%
58%
7%
10%
16%
24%
25%
31%
40%
0% 20% 40% 60% 80% 100%
E-bookreader(s)
Other smartphone(s)
BlackBerry
Tablet devicesother than iPad
Android-based
smartphones
iPhones
iPads
N/A Best effort support Full supportCDS2013 M2Q4
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Are Schools Providing Mobile Supportfor Faculty, Staff, and Students?
iPads
Other tabletdevices
iPhones
Androidsmartphones
BlackBerry
Other smartphone
E-bookreader(s)
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
2011 2012 2013
Full support
CDS2013 M2Q4
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More Info? - ECAR Research Bulletin
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Michele Norin
CIO
The University of Arizona
Research Computing
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Background
Survey module was reviewed and updated Consulted with Research 1 CIO's and
others for input on relevant measures
Needed to bridge between old and newquestions
Could still have gaps – what constitutesmaturity?
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Overview of Module
Environmental context – research oncampus
Categories of information
Central and de-central Service and support levels
High Performance capabilities
Levels of investment
Other sources - maturity model and ECARresearch articles
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Percentage of Operating Expenditures
Information
Systems and
Applications
18%
Administration
and Management
of IT
17%
IT Support17%
EducationalTechnology
12%
CommunicationsInfrastructure
12%
Enterprise
Infrastructureand Services
12%
Data Center 4%
Other IT Domain
3%
Information
Security
2%
ResearchComputing
1%
Identity
Management
1%
Data from FY13 survey
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Percentage of Operating Expenditures
Information
Systems and
Applications
18%
Administration
and Management
of IT
17%
IT Support17%
EducationalTechnology
12%
CommunicationsInfrastructure
12%
Enterprise
Infrastructureand Services
12%
Data Center 4%
Other IT Domain
3%
Information
Security
2%
ResearchComputing
1%
Identity
Management
1%
CDS2013 M1Q16
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Percentage of Operating Expenditures
Research
Computing
1%
CDS2013 M1Q16
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Percentage of Operating Expenditures
Research Computingin-house 99%
Research Computingoutsourcing
1%
CDS2013 M1Q19
How is your institution organized to
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How is your institution organized to
support research?
CDS2013 M4Q1
integrated set of IT services to
support researchcomputing
planning an
integrated set of IT services to
support researchcomputing
departmentsindependently
provided ITservices to
support researchcomputing
minimal resourcesto provide ITservices to
support research
computing
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
2011 2012 2013
Which org unit is responsible for
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Which org. unit is responsible for
Research Computing?
13%
19%
33%
15%
36%
46%48%
41%
20%
43%
60%
26% 25% 28% 30% 27%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%100%
AA BA
Priv
BA
Pub
MA
Priv
MA
Pub
DR
Priv
DR
Pub
INTL
Primarily central IT
Shared betweencentral IT and other admin or academicunit(s)Primarily other adminor academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
CDS2013 M1Q6
22% 23% 26%
11% 11%
12%
34% 34%32%
32% 32% 30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between central IT
and other admin or
academic unit(s)
Primarily other admin or
academic unit(s)
Primarily system or district
office
Primarily outsourced
Not applicable - no
organizational unit
responsible
Consulting and support services
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Consulting and support services
Primarily central IT
36% 30%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%100%
Consulting/support for storage solutions anddata access, including
those mandated by
federal grants
Consulting/support for high-performance
computingconfiguration and
operation
Primarily central IT
Shared between central ITand other admin or academicunit(s)
Primarily other admin or academic unit(s)
Primarily system or districtoffice
Primarily outsourced to
government agencies or other non-commercialPrimarily outsourced tocommercial service providers
Not applicable - service notprovided
CDS2013 M4Q2
Consulting and support services
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Consulting and support services
Primarily shared
CDS2013 M4Q2
42%
39%
35%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%100%
Review and/or approval of other
technical aspects of research projects
Review and/or approval of
information securityplans for researchinvolving sensitive
data
Hosting or facilitatingevents to introducenew technologies to
and shareexperiences among
researchers
Primarily central IT
Shared between centralIT and other admin or academic unit(s)
Primarily other admin or academic unit(s)
Primarily system or district office
Primarily outsourced togovernment agencies or other non-commercial
Primarily outsourced tocommercial serviceproviders
Not applicable - servicenot provided
Consulting and support services
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Consulting and support services
Primarily other unit
CDS2013 M4Q2
56%
48%
34%
0%
10%
20%
30%
40%50%
60%
70%
80%
90%
100%
Assistance inpreparing
research grantapplications
Statisticalconsulting
Review and/or approval of NSF-
required datamanagement
plans as part of
NSF proposals
Primarily central IT
Shared between central ITand other admin or academicunit(s)
Primarily other admin or
academic unit(s)
Primarily system or districtoffice
Primarily outsourced togovernment agencies or other non-commercial
Primarily outsourced tocommercial service providers
Not applicable - service notprovided
Consulting and support services
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Consulting and support services
Primarily not provided
CDS2013 M4Q2
43% 42%36% 30%
0%
10%20%
30%
40%
50%60%
70%
80%
90%100%
Consulting/support for visualization
Consulting/support for access to federallyfunded research
resources
Consulting/support for access to commercial
cloud computing
resources
Consulting/support for software developmentand software porting
Teraflops (TF) of peak Typical amount of RAM per
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0
20
40
60
80
100
120
Central IT Other administration
unit
Academic unit
Teraflops (TF) of peakperformance
0
2
4
6
8
10
12
14
16
18
Central IT Other administration
unit
Academicunit
Typical amount of RAM per core (Gb)
Number of compute cores Number of GPU cores
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0
1000
2000
3000
4000
5000
6000
Central IT Other administration
unit
Academic unit
Number of compute cores
0
2000
4000
6000
8000
10000
12000
14000
16000
18000
20000
Central IT Other administration
unit
Academic unit
Number of GPU cores
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Joanna Grama
Portfolio Manager
EDUCAUSE
Information Security
P t f O ti E dit
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Percentage of Operating Expenditures
Information
Systems and
Applications
18%
Administration
and Management
of IT
17%
IT Support17%
EducationalTechnology
12%
CommunicationsInfrastructure
12%
Enterprise
Infrastructure
and Services
12%
Data Center 4%
Other IT Domain
3%
Information
Security
2%
ResearchComputing
1%
Identity
Management
1%
P t f O ti E dit
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Percentage of Operating Expenditures
InformationSecurity
2%
P t f O ti E dit
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Percentage of Operating Expenditures
Information Securityin-house 94%
Information Securityoutsourcing6%
Information Security Reporting
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Information Security Reporting
Primarily centralIT, 90%
Sharedbetween central
IT and other
unit(s), 7%Primarily other
admin or academicunit(s), 1%
Primarilysystem or
district office,1%
Primarilyoutsourced, 1%
Noorganizational
unitresponsible, 0%
Information Security Reporting by Class
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Information Security Reporting by Class
91%96% 93%
88% 91% 91% 87% 90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AA BAPriv
BAPub
MAPriv
MAPub
DRPriv
DRPub
INTL
Primarily central IT
Shared betweencentral IT and other admin or academicunit(s)Primarily other adminor academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Central IT InfoSec Responsibility
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Central IT InfoSec Responsibility
91% 90% 90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between centralIT and other admin or academic unit(s)
Primarily other admin or academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Central IT InfoSec Responsibility
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Central IT InfoSec Responsibility(Top Three Activities 2012 vs. 2013)
96% 95% 91% 91% 91% 91%
0%10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2012 2013 2012 2013 2012 2013
Networksegmentation
Firewall operationand management
Network accesscontrol
Primarily central IT
Shared between centralIT and other admin or academic unit(s)
Primarily other admin or
academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Shared InfoSec Responsibility
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Shared InfoSec Responsibility
7% 7% 7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between centralIT and other admin or academic unit(s)
Primarily other admin or academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Shared InfoSec Responsibility
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Shared InfoSec Responsibility(Top Three Activities 2012 vs. 2013)
64% 60%
55% 56%
46% 38%
0%
10%
20%
30%40%
50%
60%
70%
80%90%
100%
2012 2013 2012 2013 2012 2013
Information securityand privacyregulatory
compliance (e.g.,HIPAA, FISMA,
ITAR, PCI DSS)
PCI (payment cardindustry)
compliance
Information riskmanagement
Primarily central IT
Shared between centralIT and other admin or academic unit(s)
Primarily other admin or
academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Outsourced InfoSec Activities
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Outsourced InfoSec Activities
0% 0% 1%0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2011 2012 2013
Primarily central IT
Shared between central IT
and other admin or
academic unit(s)
Primarily other admin or
academic unit(s)
Primarily system or district
office
Primarily outsourced
Not applicable - no
organizational unit
responsible
Outsourced InfoSec Responsibility
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Outsourced InfoSec Responsibility(Top Four Activities 2012 vs. 2013)
12%
15%
6%6%
5% 6%8% 5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2012 2013 2012 2013 2012 2013 2012 2013
Penetrationtesting
Scanning of web
applications for
Scanning thenetwork for
vulnerabilities
Forensicanalysis
Primarily central IT
Shared betweencentral IT and other admin or academicunit(s)Primarily other adminor academic unit(s)
Primarily system or district office
Primarily outsourced
Not applicable - noorganizational unitresponsible
Risk Assessments by Area
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Risk Assessments by Area
Central ITsystems andinfrastructure
Central
administrativesystems and data
Medical center systems and data
Researchsystems and data
Instructional
systems and data
No riskassessments
0%
10%
20%
30%
40%
50%
60%
70%
80%90%
100%
2011 2012 2013
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CDS Reporting is powered by
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CDS Reporting Demos @
10AM and 3:30PMby registration
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Want to learn about more
data sources?
Meet us in 303A @ 9:10amtoday
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There’s still time to complete
CDS 2013!
Email [email protected] torequest an extension.