visibility into your it department: kennesaw state university's journey (166227693)

7/29/2019 Visibility into Your IT Department: Kennesaw State University's Journey (166227693)

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Enterprise Systems and Services



Agenda

• Software Challenges and Resolutions

• Scope of Usage at KSU

• Leverage to increase adoption

• System Demo

• Project Manager

• CIO Level

• KSU locally built Reporting Tool (using API)

• TeamDynamix Review of Market Trends

• Q&A (10 min)



Challenges/Requirements for KSU

• Challenges with prior software:

• Client Based application reliant on the OS and a specific browser

• No dynamic dashboard option

• No dynamic reporting tool

• Issues: end user functionality for web based updating

• Needed a robust Knowledge base for Project Management

• KSU Requirements in RFP

• Completely Web based application

• Browser and OS independent

• Dynamic Dashboard and Analytics

• Link projects to strategic initiatives



Technology Resolution

• Completely Web-based project

management and portfoliomanagement (PPM) tool.

• Does not rely on operating system

• Browser Agnostic

• Manage project tasks, issues and

resources

• Document Repository and

Knowledge base

•

•Link Projects to KSU’s Strategic

Initiatives/Goals

• Customizable Reporting and

Analysis Tool

• AD/LDAP authentication

• Designed specifically for Higher

Education



Scope of Usage and Adoption

• CIO/COO Departments• Other Departments such as Marketing Areas, University

Relations and Academic Affairs

• To increase adoption :

• Pie Chart Features

• Project Detail vs Project Plan

• Internal reporting

• [email protected]

• www.kennesaw.edu/ess/pm

• Bi-weekly drop in sessions



DEMO


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Projects/Portfolio Reporting Tool



Banner 8.x Reporting



Benefits Realized

• CIO Dashboard

• Centralized Review of IT projects

• Departmental Review

• Project Status

• Resource Allocation

• Support Stakeholder Communication

• Increased awareness of resource allocation

• Knowledge Base for PM’s



Project, Portfolio and Service Management

Software Built for Higher Education

More colleges and universities depend on TeamDynamixHE PPSM than any other solution

Key Trends in Higher

Education IT Management



Agenda

» TeamDynamix Introduction

» Market Challenges

» Solution Concepts

» Questions

.



TeamDynamixHE Mission

“To enable college and universities to achieve their business

objectives through products and services that foster

operational excellence and exceed expectations”

.



TDAnalysis Reporting

Web Services: Service-Oriented Architecture

Tickets

Work Request Fulfillment Streams

MyWork®

Governance & Projects

Service Desk & Assets

Operations & Change

Management

Productivity

TDMobile

TDCommunity

Work Requests

Service Catalog

Email

Web Forms

Web Services

Routing

Logic




Client Sample




Market Trends: Change Drivers








Drivers:

Evolving Expectations of

the CIO/IT



Expectations of the CIO

Increase theorganization’s velocity

towards meetingstrategic objectives

Continuallyincrease efficiency

and drive downcosts

Minimizeservice outages CIO

President



Reality

CIO




Drivers:

Perceived Value Challenges(Lack of Visibility)





“I just don’t know whatthey do with $10M per

year”

ApplicationManagement

LearningManagementSystem(LMS)

StudentInformationSystem(SIS)

ContentManagementSystem(CMS)

FacilitiesManagementSystem

Email

CustomDevelopment

InfrastructureManagement

Servers

Networks

Security

Telephony

ApplicationHosting

A/VEquipment

SupportServices

StudentHelpdesk

FacultyHelpDesk

PC/PhoneMgmt.

AdminServices

Compliance

ProjectServices(PMO)

Security

Stakeholders often have a limitedframe of reference and don’t

understand the full scope of IT work

Stakeholders Have Limited Visibility

Limited Understanding

Limited Understanding




Drivers:

Changing Nature of Work and Demand





Tickets

Governance, Projects, Portfolios


Operations & Change Management

Traditional Work Silos

(PPM Discipline)

(Support Discipline)

(Chang/Ops Discipline)

Customers

Customers

Customers

Requests

Requests

Requests

ProjectsCompleted

Incidents

Closed

Work

Orders

completed

Focus

Focus

Focus



Convergence of Request Management

Service Desk

Change/Ops

PPM

Request

Fulfillment (ITSM)



Requires Increased Collaboration to Deliver

AcademicSystems


SupportServices

AdminSystems



Increasingly Divergent Demands On Users

Service Desk

Change/Ops

PPM




Solution Concepts:

Making Confident Decisions,Navigating Change & Communicating

IT’s Value





» Identify & prioritize pains arising from poor

visibility» Force order rank the crippling blind spots

1. The Solution Mindset



Pain:

We can’t clearly demonstrate what we are doing, valuewe’ve added, our constraints and how our work benefits

stakeholders. Stakeholders’ understanding of the full scope

of IT’s work is poor.

Impact:

Stakeholders don’t believe IT is well managed or efficient.

We are consistently under funded, “fire fighting” and over

worked.

Example:



» What is the minimum information necessary to answer

questions?

» How will we leverage the information?

» Prepare scenarios for each problem and how to use the

information

» Who is the audience» What is the ideal format?

» How should we deliver the info?

» Who should deliver the information?

2. Framing The Solution



Information Required to Address Pains:

» Value Delivered by Recently Completed

Project Work

» Overview of Current Project Work

» Volume of Change and Operations Activity

» Volume of Support Desk Activity

» Backlog of pending Requests» Future Resource Constraints

Audience 1: IT’s Stakeholders

Joe

Kelly

Jackson

Diana

How do they prefer to consume information?

Web Dashboard

Digital File

Dept. Portal

Paper



Information Required to Address Pains:

» Current status of large projects

» Project work backlog

» SLA violations

» Resource capacity (6 month view)

Audience 2: IT Leadership Team

Hannibal

Face

Bosco Albert

Murdoch

Web Dashboard

Web Dashboard

Command Center

Sky Writing

How do they prefer to consume information?



» Aggregate information about projects, change/ops and

service desk activities to enable communication

» How is it/will it be tracked?

» How frequently does it need to be refreshed?

» Who needs to refresh it?

» Clearly understand resource capacity to adjust to changes and

push back on unreasonable expectations

3. Collect and Maintain



Tickets

Governance, Projects, Portfolio


Operations & Change Management

Typical Work Silos

(PPM Discipline)

(Support Discipline)

(Chang/Ops Discipline)

Customers

Customers

Customers

Requests

Requests

Requests

ProjectsCompleted

Incidents

Closed

Work

Orders

completed

Focus

Focus

Focus



Where is your information located?

ApplicationManagement


SupportServices

AdminServices

Email

TicketingSoftware

Web forms

Word

Excel

Custom DB

PPT

Email

TicketingSoftware

Web forms

Word

Excel

MS ProjectCustom DB

PPT

Email

TicketingSoftware

Web forms Word

Excel

MS ProjectCustom DB

PPT

Email

TicketingSoftware

Web forms Word

Excel

MS ProjectCustom DB

PPT



TDAnalysis Reporting

Web Services: Service-Oriented Architecture

Tickets

Work Request Fulfillment Streams

MyWork®

Governance & Projects


Operations & Change

Management

Productivity

TDMobile

TDCommunity

Work Requests

Service Catalog

Email

Web Forms

Web Services

Routing

Logic

360 View of IT



» Educate Stakeholders

» Increase confidence in decision making

4. Leverage the Information




Solution Demonstration






Questions?



Elizabeth Starnes Andrew Graf

[email protected] [email protected]

visibility into your it department: kennesaw state university's journey (166227693)

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