visualizing the value of it …people, technology, services, and processes donna liss beth forrest...
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Visualizing the Value of IT
…People, Technology, Services, and Processes
Donna Liss Beth Forrest WarnerAssociate Vice Provost Assistant Vice Provost
October 24, 2007
EDUCAUSE Annual Conference 2007 2October 24, 2007
Copyright Beth Forrest Warner and Donna Liss, 2007. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.
EDUCAUSE Annual Conference 2007 3October 24, 2007
The Spellings Commission
“What we have learned over the last year makes clear that American higher education has become what, in the business world, would be called a mature enterprise: increasingly risk-averse, at times self-satisfied, and unduly expensive.”
A Test of Leadership: Charting the future of US Higher Education
EDUCAUSE Annual Conference 2007 4October 24, 2007
Perceptions of IT…
Is information technology…A solution to the challenges that higher
education faces;A contributor to the needed answers; orJust another cost and yet another cost center?
EDUCAUSE “Grand Challenges” InitiativeBrian L. Hawkins,
Annual Conference, 2006
EDUCAUSE Annual Conference 2007 5October 24, 2007
KU Provost’s Challenge
Questions posed to all KU departments:Who are you?What do you do?Why is it important to KU?
Finding the Answers for IT…
EDUCAUSE Annual Conference 2007 6October 24, 2007
Where to Begin? Finding Models
Need a systematic approach to answering questions about who, what, why, how, and where?
Many models are available, but how can they work together to give a more complete picture?
“You can’t redesign your system by dividing it into parts; everyone must look at the whole together.”
Peter Senge (1994), The Fifth Discipline Fieldbook
EDUCAUSE Annual Conference 2007 7October 24, 2007
Models for Higher Education & IT
Who are we working with? Business Partners Model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
EDUCAUSE Annual Conference 2007 8October 24, 2007
Who Are We Working With? Enterprise Business Partners Model Business Partners Model identifies the different
organizations, groups, and individuals that the organization interfaces with during normal business operations.
It articulates the different inputs that each organization receives from each business partner, and …
…the outputs that each business partner receives from the organization.
Who are we working with?
EDUCAUSE Annual Conference 2007 9October 24, 2007
Why Use a Business Partners Model
Simple, usable model
Shows communication streams
Looks at communication in relation to the business who are the contacts during normal business
operations what information is important to each group
Who are we working with?
EDUCAUSE Annual Conference 2007 10October 24, 2007
KU Enterprise Business Partners Model
Who are we working with?
EDUCAUSE Annual Conference 2007 11October 24, 2007
Models: What’s Next?
Who are we working with? Business Partners model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
EDUCAUSE Annual Conference 2007 12October 24, 2007
Why Are We Doing It?
Need a practical model to determine how IT adds value to: Higher Education in general Our University in particular
Need a model that provides a: High Level Business Model Focus
View University’s business goals as one enterprise View overall processes rather than units & departments
Way to rationalize / prioritize applications and services Performance Feedback / Assessment Model
Why are we doing it?
EDUCAUSE Annual Conference 2007 13October 24, 2007
Enterprise Value Chain Model
Porter’s Value Chain Model Created by M.E. Porter
Competitive Strategy, New York:The Free Press (1980)
Competitive advantage is based on cost or differentiation or both
Breaks down industry or organization series of value-generating
activities culminates in total value
delivered by the organization
Why are we doing it?
EDUCAUSE Annual Conference 2007 14October 24, 2007
Enterprise Value Chain Model
Uniform way of looking at all organizations, i.e. universities
Gives organizations a better understanding of how different units function together
Good starting point to think about how to meet goals
Can show how IT enhances each link of the value chain
Acts as a framework for Application Maps & Service Catalogs
Parts of the Value Chain: Primary Activities Support Activities Close to universal for every organization
Why are we doing it?
EDUCAUSE Annual Conference 2007 15October 24, 2007
Primary Activity Components
Porter’s Model Higher Education ModelInbound logistics: receiving & warehousing of raw materials; distribution to manufacturing as needed
Admissions Research Proposals
Enrollment Grants
Operations: process of transforming inputs into finished products and services
Instruction Research
Counseling Research Admin.
Outbound logistics: warehousing and distribution of finished goods
Graduation Publication
Placement Performance
Marketing and Sales: identification of customer needs and generation of sales
Recruitment Technology Transfer
Service: support of customers after products and services are sold to them
Academic support
Service to Community
Alumni support
Why are we doing it?
EDUCAUSE Annual Conference 2007 16October 24, 2007
Primary Activities: Other Aspects
Process Management
Core Activities: Teaching Research Service
Quality Management (of Core Activities)
Product Information University Infrastructure Assets
Why are we doing it?
EDUCAUSE Annual Conference 2007 17October 24, 2007
Support Activity Components
Porter’s Model Higher Education ModelFirm Infrastructure: organizational structure, control systems, company culture, etc.
Administration Management
Financial Management
Human Resource Management: employee recruiting, hiring, training, development, and compensation.
HR Management
Technology Development: technologies to support value-creating activities.
IT Management
Classroom Management
Research Resources Management
Procurement: purchasing inputs such as materials, supplies, and equipment.
Procurement Management
Physical Plant Management
Support Asset Information
Why are we doing it?
EDUCAUSE Annual Conference 2007 19October 24, 2007
Higher Education Value Chain (ex. KU)
SupportingActivities
PrimaryActivities
CoreBusinessProcess
ProcessManagement
QualityManagement
ProductInformation
Support Asset Info
SupportingProcesses
Supporting (Financial, HR, IT, Research, …) Assets
Teaching: Assessment, Degrees, Credentialing, Transcripts
Process Management
Recruitment
Admissions,Enrollment
Instruction Academic Support
Placement,Counseling
Research: Peer Review, Research Awards, Tenure
University Infrastructure Assets
The transmission of information and knowledge to others
HR Management
Financial Management
IT Management
Administration ManagementGoals Customers
Procurement Management
Physical Plant Management
Service: Evaluation, Tenure
ResearchProposals
ResearchAdmin
Research ResearchFacilities,Libraries
Publishing,Performance
The creation of information and knowledge
Professional Service
University Service
Training, Development
Alumni Support
The application of information and knowledge to benefit society
Teaching
Research
Service
Research Resources ManagementThe mission of the University of Kansas encompasses teaching, research and service as well as an international dimension and humanitarian values.
Students
Faculty
Parents
Alumni
GeneralPublic
FederalGovernment
StateGovernment
Industry
ProfessionalSocieties
ResearchCommunities
Community Service
Why are we doing it?
EDUCAUSE Annual Conference 2007 20October 24, 2007
Models: Next Steps?
Who are we working with? Business Partners model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
DL
EDUCAUSE Annual Conference 2007 21October 24, 2007
What Are We Doing? Technology and the Value Chain
Overall, technology is playing an ever greater role in business strategy
Technology is embedded at every link of the value chain – but not always apparent
How do we show technology’s importance to the value-generating activities of our organization?? How do we concretely show the value?
An Enterprise Application Map
EDUCAUSE Annual Conference 2007 22October 24, 2007
Enterprise Application Map
Enterprise Application Map - an extension of the value chain
The Application Map seeks to categorize the applications and systems in an organization with links on the value chain.
It is: A business and technology hybrid model High-level
What are we doing?
EDUCAUSE Annual Conference 2007 23October 24, 2007
Each application / system / etc. is placed on the appropriate area of the value chain If it is used in multiple
different functions, then put it in all of them that apply
Really not much more to it than that - creating the value chain is the biggest hurdle
What are we doing?
University of Kansas Enterprise Application Map (Draft)
EDUCAUSE Annual Conference 2007 24October 24, 2007
Each application / system / etc. is placed on the appropriate area of the value chain If it is used in multiple
different functions, then put it in all of them that apply
Really not much more to it than that - creating the value chain is the biggest hurdle
What are we doing?
Supporting Assets:
SupportingActivities
HR Management:
Financial Management:
IT Management:
Administration Management:
Procurement Management:
Physical Plant Management:
Research Resources Management:
GoogleKU WebuPortal
PS BIS
MS Project
Exchange / Outlook
Networked Storage Systems
PS HRMS
PS Appln DBs
CMDB
DEMIS/SAS
Energy Cap
eCommerce
Application Utilities
ImageNow
Enterprise Appln DBs
RDS
KU Card
PBX
Open Journals System DSpace
Maximo
PS FIS
PS FIS
DEMIS/SAS
Utility Mgmt System Omnilock
MAS200
PS HRMS
DNS
Stromberg
Web Stats
Process Management:
AutoSys
ProcessMgmt
ANSR
ArgusLDAP Shibbloeth
Remedy
Nagios
TMIS NetDATA
Cyclades
Legato
ImageNow
Alteris
Active Directory
RINGS
Maximo
MAS200
Recruitment Admissions, Enrollment Instruction Academic Support Placement,Counseling
Research Proposals
Research Admin
Research Research Facilities, Libraries Publishing,Performance
Research
Service
Exchange / Outlook
PS SAKU Blackboard
ImageNow uPortal
CoreBusinessProcess
Teaching
PS SAKU
Webtrieve
eReservesLUNAVoyagerDSpace
FastTrak
AdAstra
ARTS
PS FISuPortal
AFS
Professional Service
University Service
Training, Development
Alumni Support
Community Service
Community of Science
Training Regn System
OJS
ePortfolios
Streaming Video
LAS
Illiad IRESServer Clusters
Graduating Seniors Info
QualityMgmt
Teaching: Assessment, Degrees, Credentialing, Transcripts:
Research: Peer Review, Research Awards, Tenure
Service: Evaluation, Tenure
Blackboard
ProductInfo.
University Infrastructure Assets:
Networked Storage Systems
Network Mgmt Systems
Network
PS SAKU
AlterisANSR
CMDB
EDUCAUSE Annual Conference 2007 25October 24, 2007
Why an Application Map?
Allows units to see where each specific application fits in relation to the high-level business areas in the organization
Helps find gaps where IT does not have any / adequate applications in a particular business area
Helps show how pervasive technology is in the organization
Can be used to illustrate justification for IT spending
Starts the process to visually see IT / Business alignment
What are we doing?
EDUCAUSE Annual Conference 2007 26October 24, 2007
Models: Where to Next?
Who are we working with? Business Partners model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
EDUCAUSE Annual Conference 2007 27October 24, 2007
Application Lists and Service Catalogs
Historical approach to meeting individual / unit needs separate applications (Application lists)
ITIL Process Models Recognizing interconnections between applications
across the organization
ITIL Service Catalog concept Moving from Applications lists Services lists Merges value to campus with application groups
through operational and service level contractsHow do we manage it?
EDUCAUSE Annual Conference 2007 28October 24, 2007
How Do We Manage It?
ITIL service management concepts
IT Portfolio management concepts
How do we manage it?
EDUCAUSE Annual Conference 2007 29October 24, 2007
Service Mapping Example:
How do we manage it?
Paycheck Information Delivery via the Kyou Portal
EDUCAUSE Annual Conference 2007 30October 24, 2007
Enterprise Portfolio Management
Portfolio strategy defines benefits delivered and when they can be expectedEnables organization to mature at a rate it can
absorb changeTargets opportunities for early return on
investment with minimal cultural impactAligns capabilities with solid, measurable
implementation objectiveswww.planview.com
How do we manage it?
EDUCAUSE Annual Conference 2007 31October 24, 2007
Models: Almost There…
Who are we working with? Business Partners model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
EDUCAUSE Annual Conference 2007 32October 24, 2007
Where Are We Going?Strategic Planning Process Using these models, it becomes easier to focus
on core institutional services and how IT can contribute
Highlights gaps in services
Provides foundation for strategic directions
Provides basis for new service proposals Governance models
Enterprise Application Resource Priority GroupWhere are we going?
EDUCAUSE Annual Conference 2007 33October 24, 2007
Models: The Final Step
Who are we working with? Business Partners model
Why are we doing it? Value Chain Model
What are we doing?Application Maps,
Service Catalogs
How do we manage the process?
ITIL Services Model
Where are we going? Strategic Planning
How do we assess our progress?
Assessment (TechQual+)
EDUCAUSE Annual Conference 2007 34October 24, 2007
How Do We Assess Progress?
When planning any assessment activity, start by considering these four guiding questions: What do we need to know? Who can tell us? How can we get the information? What will it enable us to do?
The models discussed position IT well to answer these questions
How do we assess it?
EDUCAUSE Annual Conference 2007 35October 24, 2007
Why Do Assessment?
Benchmark current services and use data to improve efficiency and effectiveness.
Measure users’ perceptions and satisfactions with services.
Establish what services and resources are needed and desired.
Increase dialogue with users.How do we assess it?
EDUCAUSE Annual Conference 2007 36October 24, 2007
Assessment Tools?
EDUCAUSE Core Data Service (http://www.educause.edu/apps/coredata) Provides comparison data about campus information technology
environments and practices to help benchmark, plan for, and make decisions about campus IT services
TechQual+ (http://www.techqual.org) Project to develop a scientifically reliable and valid instrument
that can be adopted by all institutions of higher education to conduct assessments of technology services on their own campuses.
Modeled on the existing SERVQUAL, IS SERVQUAL, and LibQual+ approaches
How do we assess it?
EDUCAUSE Annual Conference 2007 37October 24, 2007
Bringing It All Into Focus…
People / Technology / Services / Processes Where We Want To Be
Strategic Planning
Project Portfolios
IS Division / Unit Planning
University Budget Request
Mission / Vision Statements
Project Planning
Vendor Products / Changes
Open Source Standards / Projects
ITMBP
State ProjectPlan Filings
UniversityMission / Vision
Dept. / SchoolPlans & Projects
State Regs /Oversight
Board ofRegents
State TechnicalArchitecture
ITIL
IS Identity
SecurityPlanning
Assessment
INPUTOUTPUT
Tuition Payments, Coursework, Enrollment Requests, Applications, Financial Aid Requests
Bills, Grades, Enrollment Info, Transcripts, Financial Aid Information/Awards, Education, Student Environment
Tuition Payments, Financial Aid InformationBills, Student Environment
Requests for Information & ServiceGeneral information on the University, Research Information, ServiceSoftware Applications, Hardware, Bills, Bids, Contracts, Licenses,
Documentation, TrainingRequests for Proposals, Fix Requests, Payments
Bills, Bids, Contracts, Licenses, Documentation, Training, Data Access, Books, Journals
Requests for Proposals, Fix Requests, PaymentsShared Planning InformationShared Planning Information
Planning Information, Payroll Information, Regulations & PoliciesResearch Information, Planning Information, Reports, Service
Bids, Invoices, Status ReportsRequests for Bids/Proposals, Contracts, Plans, Change Orders,
PaymentsResearch Grants, Financial Aid Funds
Research Proposals, Reports, Compliance with Federal Regulations
System Vendors
Data Vendors
Contractors
Federal Agencies
Business Partner AGENCY
State Agencies
Other Kansas Universities
Students
Parents of Students
Uni
vers
ity o
f Kan
sas
General Public
BusinessPartners
ITIL Services Overlay
Value Chain
Application Maps, Service Catalogs
Assessment
• Core Data Service• TechQual+• Other Qualitative and
Quantitative Methods
Where We Are
Strategic Planning
Project PortfoliosIS Division /
Unit Planning
University Budget Request
Mission / Vision Statements
Project Planning
Vendor Products / Changes
Open Source Standards / Projects
ITMBP
State ProjectPlan Filings
UniversityMission / Vision
Dept. / SchoolPlans & Projects
State Regs /Oversight
Board ofRegents
State TechnicalArchitecture
ITIL
Etc.…
IS IdentitySecurityPlanning
Assessment
EDUCAUSE Annual Conference 2007 38October 24, 2007
For More Information…
Elloumi, Fathi, 2004. Value Chain Analysis: a strategic approach to online learning, in Theory and Practice of Online Learning, Chapter 3, Athabasca University. http://cde.athabascau.ca/online_book/ch3.html
Hawkins, Brian, 2006. The EDUCAUSE “Grand Challenges” Initiative, EDUCAUSE Annual Conference, http://www.educause.edu/LibraryDetailPage/666?ID=EDU06059
ITIL Infrastructure Library, Office of Government Commerce, UK, http://www.itil.co.uk/ Martin, J. and J. Leben, 1989. Strategic information planning methodologies, NJ:Prentice-Hall Porter, M.E., 1980. Competitive Strategy, New York:The Free Press Sison, Raymund, et.al., 2000. Value chain framework and support system for higher education.
Proceedings of the Philippine Computing Science Congress. http://citeseer.ist.psu.edu/correct/462203
van der Merwe, A. and Cronje, J. 2004. The educational value chain as a modelling tool in re-engineering efforts. In Proceedings of the 2004 international Symposium on information and Communication Technologies (Las Vegas, Nevada, June 16 - 18, 2004). ACM International Conference Proceeding Series, vol. 90. Trinity College Dublin, 122-127. http://portal.acm.org/citation.cfm?id=1071509.1071534&coll=&dl=acm&type=series&idx=1071509&part=Proceedings&WantType=Proceedings&title=ACM%20International%20Conference%20Proceeding%20Series&CFID=15151515&CFTOKEN=6184618#
Zielinski, Wojciech, 2005. ICT and competive advantage in higher education: applying value chain model and Balanced Scorecard for university, Proceedings of the 11th International Conference of European University Information Systems, University of Manchester, http://www.mc.manchester.ac.uk/eunis2005/medialibrary/papers/paper_176.pdf
EDUCAUSE Annual Conference 2007 39October 24, 2007
Donna Liss Beth Forrest WarnerAssociate Vice Provost Assistant Vice Provost
[email protected] [email protected]
Thoughts? Questions?