Project Team Members:

• All ITTP Members and ITTP Steering Committee

Project Deliverables:

• IT Transformation Program Structure
• IT Organization Structure
• Solution Design
• Bronze Service Definitions
• Solution Ongoing Costs
• Organization Requirements
• Solution One-Time Costs
• Identification of IT Standards, Policy and Governance Required
• ITS Service Delivery Model Examples and Test Cases

Accomplishments:

• Conducted an ITTP Group Working Session March 9 (attended by Project Managers and Team members).
• Group reviewed the Core Values deliverable of the IT Culture, Values and Symbols team.
• PMO team presented first iteration of PMO Methodology, Toolkit and demonstrated the TWiki collaboration tool.
• Launched a Communication Team to deal with ITTP Program communications in an integrated manner. Mark Cianca will be the Project Manager.
• Implemented the TWiki web based collaboration tool to support the ITTP program. This tool will be used to allow teams to share their work-in-progress, share program knowledge and for group dialogue and discussion.
• ITTP background material provided for new ITS web site.
• An IT Organizational Change Management team has been established. This team will guide overall change management efforts and will be led by Larry Merkley. Team members are: Bill Hyder, Terry Schalk, Pat LeCuyer, Michelle Erickson, Janine Roeth.
• Implemented the ITTP Program and Project Status reporting process.
• Yellow status of Solution Design deliverable: There was some lack of clarity for the teams on the required form and structure of their Solution Designs.
• Began work with the ITTP Coordinating Committee to share each team's high level solution designs and build common understanding of the structure and content of the ITTP deliverables.

Collaboration Needs:

• Need to define an approach for synthesizing the individual project team designs into an overall refined IT Service Delivery Vision. Mel Barracliffe and Janine Roeth will be working with Laurie McCann on visual approach to this problem.

Project Team Members:

• Bruce Horn
• Henry Burnett
• Lisa Bono
• Vicki Davis
• Larry Merkley (Advisor)

Project Goals:

• Define a future state unifying culture for the new IT organization.
• Define how to get from current state to future state.
• Define symbols that represent the new IT organization.
• Build campus readiness for the transformation.

Project Deliverables:

• Brief, inspiring Future State description for new IT organization.
• Statement of Principles and/or Statement of Values.
• Establish description of activities and time frame to foster development of the new IT organization's culture.
• Determine an effective method for soliciting, collecting, analyzing, and advertising feedback regarding the new IT organization.
• New IT Organization Name, Logo, messaging values, look and feel.
• Cost and personnel analysis.

Accomplishments:

• Revised core values based on feedback from ITTP teams.
• Delivered high level solutions design 3/16.
• Met with Marty Chemers, Peggy Delaney and Larry Merkley to discuss IT purpose.
• Planned IT “All Hands” Café with facilitators and logistic team for April 23 Café date.
• Participated in ITTP panel at the April 1 Town Hall Meeting – Introduced Team
• Attended IT Culture Team retreat April 6 with Writing Faculty Don Rothman to produce descriptions of each Core Value.
• Produced draft purpose for Guiding Document to present at IT Café on April 23.
• Created Who We Are document.
• Developed suggestions for the new IT organization:
• Foster a sense of IT community by implementing the Who We Are values. Create networking opportunities, recognition programs, and mentoring programs.
• Realize the importance of communication – get information out there through the ITS website and peer to peer discussion.
• Provide training opportunities – management training, project management training, leadership training at all levels, and customer service training. Provide technical training by defining the technical skills needed for success, assessing current skills, and sharing knowledge
• Develop a feedback program for the IT Community and methods to incorporate the feedback. Set measurable goals and objectives, and create an annual report of progress.
• IT Human Resources projects that address pay and workload equity issues. Create clearly defined and varied career paths.

Collaboration Needs:

• Clarify feedback deliverable 4: several teams have this deliverable (Client Relationship Management, Communications, Project Management Office).
• Collaborate with CRM team to help answer questions around values for April 23 IT Café
• Working with Envoy Program volunteers for the IT Café.
• Guiding document posted on May 21, 2004 - Who We Are

Project Team Members:

• Catherine Soehner
• Jackie Davis
• Lynda Potzus
• Magge McCue
• Naomi Gunther
• Ramon Berger
• Terry Schalk
• Warren Mikawa
• Phillip Stark
• Magge McCue (Advisor)
• Susan Willats (Advisor)

Project Goals:

• Define a customer/client relationship management process that specifies the roles, responsibilities, processes, principles and procedures to support the implementation of client relationship management as outlined by the new IT Service Delivery Model.
• Determine an IT service architecture for how clients will perceive services, and how service providers connect the sets of services they provide to the client.

Project Deliverables:

• CRM Solution and Approach: diagrams and overview of CRM principles, service architecture, and process.
• Bronze-level services definition and priority.

Accomplishments:

• Continuing to clarify differences between workstation support and help desk/CRM, and identifying areas for the two teams to collaborate.
• Developing system for segmenting/classifying requests.
• Developing high-level work flow process for requests.
• Developing high-level plans for unit responsible for: 1) packaging services in bundles that meet customer needs, 2) rollout of new services with the customer in mind. Example is wireless services for those who do not have UCSC accounts, like conferees.
• Developed scenarios to test the client interaction and problem workflow tracking/escalation process.
• Developed an organization chart that identifies the roles of divisional liaisons and local IT technicians.
• CRM Final Report

Collaboration Needs:

• Continue to work closely with workstation support.

Project Team Members:

• Lindsay Bass
• Bob Vitale
• John Hammond
• Ken Garges
• Gary Moro
• Steve Hauskins
• Ed Boring

Project Goals:

• Develop a server consolidation plan to: reduce costs, improve "agility" and improve service levels across the campus.
• Develop a server support organization plan.

Project Deliverables:

• Proposed service portfolio.
• List of servers to be consolidated.
• Cost/benefit analysis.
• Support organization plan.

Accomplishments:

• Participate in ITOA data collection effort.
• Met 3/18, continue development of services suite.
• Participated in a Gartner analysis of projected savings.
• Conducted peer comparisons and looked for opportunities for improvement.
• Conducted a technology overview to gauge the areas for consolidation.
• Looked at opportunities to save and organize resources.
• Created an implementation plan, which includes evaluation and consolidation of campus technologies.

Collaboration Needs:

• Workstation support (in ITOA effort, and in defining interface between server and workstation support organizations)

Project Team Members:

• Davi Ottenheimer
• Ethan Miller
• Paul Tatarsky
• Steve Zenone

Project Goals:

• Define a suite of security services that produces cost savings, ensures security of campus IT resources, empowers campus IT resource owners and IT managers.
• Develop a security management organization plan.

Project Deliverables:

• Select and develop security process architecture.
• Select security process development team.
• Develop preliminary security technology inventory.
• Cost/benefit analysis of the proposed architecture.

Accomplishments:

• Continued research into security process development methodologies.
• Continued development of security architecture.
• Developed a security program model.
• Created an organization structure.
• Developed an implementation plan.
• Looked at the possibility of creating a ongoing process of risk assessment that would include regular audits to monitor vulnerabilities.

Collaboration Needs:

• PMO office for assistance in selecting and customizing policy development and assessment methodology.

Project Team Members:

• Diane Koletzke
• Jeanne Whitney
• Phil Waugh
• Donna Riggs
• Deb Turner

Project Goals:

• Define the application development function for the future state IT organization.
• Define a methodology for developing, maintaining, decommissioning and applying standard development practices and technical architecture to Enterprise Services.
• Design a process and structure for management and delivery of Enterprise Services.

Project Deliverables:

• Principles for architecture/standards and application development/support functions.
• Capabilities, roles, responsibilities and processes of application development/support functions.
• Recommendations for bronze services related to application development/support and dependencies on governance and funding.
• Oversight models and practices for developing and applying architecture and standards.
• Transition plan or identification of transitional issues.

Accomplishments:

• Presented high-level diagram/schematic at the 3/23 ITTP coordinating team meeting and at the 4/1 IT Town Hall.
• 1 st draft of principles for enterprise applications created.
• Move relevant Forum information to Twiki.
• Invited Donna Riggs to provide an overview of FileMaker systems in use in PBS.
• Proposed the formation of a group that would provide application development services to the campus.

Collaboration Needs:

• Discussions with Library for representation.
• Continued interactions with Workstation Support
• Awareness of Server and Security and Project Management team activities for overlaps.
• Web Publishing

Project Team Members:

• Lara Mellegers
• Marina Ulmishek

Project Goals:

• Participate in campus project team looking at funding models for services.
• Provide IT perspective and work with the campus team to define suitable IT funding metrics and mechanisms for the future.
• Engage project team leaders in dialogue and discussion related to their service focus.

Project Deliverables:

• IT Funding Mechanism.
• Implementation Approach.

Accomplishments:

• Costing models are in draft development within ITS.
• Initiated developmental work associated with defining the costs of IT services so as to begin to develop a model for use with team leads and others in scoping out the costs of both bronze and bronze plus level services.
• For reference, the Funding Model Advisory Group (FMAG) has not met since 3/12/04.
• Examined client-centric services and their cost.
• Examined what tools and technologies are needed to develop services across campus.

Collaboration Needs:

• Will work with team leads to map out specific services in their areas, their costs and the delineation of bronze and bronze plus services.

Project Team Members:

• Mel Barracliffe
• Linda Kittle
• Linda Rhoads

Project Goals:

• Establish project and program management capability in IT.
• Visibility into existing projects and an overall awareness of those projects.
• Coherence and alignment.

Next Phase:

• Develop the service offering for project management that could be offered as a service to the campus.
• Design a rigorous, flexible portfolio management process and supporting procedures to enable campus IT needs to be systematically surfaced, scoped into initiatives, evaluated and prioritized for development and implementation.
• The Portfolio Management process should provide a holistic approach for identifying IT needs across the campus and determining the best allocation and use of IT investment funds.
• Provide analytical support to Portfolio Management planning.

Project Deliverables:

• Standard Program and Project Management Methodology.
• Project Management templates, tools, and examples.
• Program Management organizational implications.
• Program Management Pilot.
• Program and Project Management Deployment Plan.
• PMO Presentation for Acting Chancellor Chemers.

Accomplishments:

• Completed initial PMO Charter document.
• Conducted initial two planning sessions for PMO
• Created initial work plan
• Reviewed existing project methodologies and summarized steps for UCSC-specific model titled “D2C2”, or Design > Drive > Communicate > Conclude
• Defined work breakdown structures and deliverable breakdown structures
• Defined and completed initial set of project management templates, tools, and examples, including project status report template, risk matrix, roles and responsibilities definitions, issues log, project management competencies, etc.
• Defined use of TWiki as ITTP collaboration and communication tool.
• Confirmed installation and initial implementation of TWiki.
• Developed plans to integrate PMO practices into the ITS organization.
• Examined how to leverage and grow upon the wealth of unidentified resources and skills across campus.

Collaboration Needs:

• Will need to collaborate closely with newly-formed Organization Structure team (need to confirm the title of this group) for purposes of initiating work on Deliverable 3, “Program Management organizational implications.”
• Will continue to collaborate as needed with Communication Team, ITTP Coordinating Team, and Enterprise Applications & Architecture team.

Project Team Members:

• Chris Kamalani
• Gary Moro
• Jay Olson
• Shawn Duncan
• Tammy Heinsohn
• Eric Mitchell

Project Goals:

• Develop a unified, consistent campus-wide approach for workstation support and management. The approach should consider all workstation HW platforms, support processes and organization, and the definition of Bronze Level workstation support.
• Develop an implementation approach for the new process and the investment required.

Project Deliverables:

• Workstation Support Process.
• Bronze Level Workstation Support Definition.
• Trade-off analysis of workstation ownership alternatives.
• Implementation Approach/Plan.

Accomplishments:

• Met with IT staff from BAS division and University Relations for review / feedback of WS work to date.
• Revised workstation support group interview questions based on initial meeting experiences.
• Started working on organizational requirements deliverable.
• Defined Workstation Support services.
• Examined the creation of a quality assurance lab and an IT supply and repair center to better provide services to clients.

Collaboration Needs:

• Clarification on overlapping issues and work within WS and CRM teams.

Project Team Members:

• Chris Kamalani
• Jim Burns
• Matthew Kalastro
• Bryn Kanar
• Beth Guislin
• Christina Navarro (Customer Voice Advisor)

Project Goals:

• Design a consolidated approach to providing web publishing capability to the campus that will create an integrated campus web presence (standards, content management, information architecture, roles and responsibilities).
• Define how this approach will be provided and supported by the central IT function.
• Define an implementation approach.

Project Deliverables:

• Design a consolidated approach to providing web publishing capability to the campus that will create an integrated campus web presence (standards, content management, information architecture, roles and responsibilities).
• Define how this approach will be provided and supported by the central IT function.
• Define an implementation approach.
• Ready the campus for a full Portal implementation. It will essentially lead to the “birth” of a new IT service for Web Publishing to be provided as part of Bronze Support.

Accomplishments:

• Created WebCT environment to share documents, resources.
• Assigned background reading on information architecture, ITTP documents.
• Created mechanism to formulate user scenarios to test service models and needs statement. (User profiles and case studies, types of services).
• Created a draft report outline to capture content needs and assign authors.
• Web Solution
• Web Publishing Design
• Addressed the need to partner with and provide staffing to Public Affairs.

Collaboration Needs:

• Program Management consulting on deliverables

Project Team Members:

• Lisa Bono
• Mel Barracliffe
• Coleen Douglas
• Michelle Erickson
• Janine Roeth
• Bonita Sebastian
• Dan Snodgrass
• Larry Merkley (Advisor)
• Pat LeCuyer (Advisor)
• Liz Irwin (Advisor)

Project Goals: Develop a strategy for communicating with the campus community on the IT Transformation program (ITTP) and provide communications support for the IT change management team.

Project Deliverables:

• Communication Strategy, consisting of:
  Channels/Media
  Communication Targets
  Communication Calendar
  Roles/Responsibilities
  Management of Message to Context
  Feedback and Measurement (effectiveness)

• Communication Process

Accomplishments:

• Communication Team formed and charged
• Communication Project Charter completed and submitted to ITTP management.
• Two initial meetings completed; Dan Snodgrass added as a member of the project team.
• Significant progress toward mapping of talking points to ITTP direction.

Collaboration Needs:

• This group will need constant collaboration with the Vice Provost.
• This group will need collaboration with the Change Management group.

Project Team Members:

Project Goals:

• Create new IT Organization Structure
  • Develop philosophy—how to build the organization
  • Create straw models based on best practices and driven by philosophy
  • Understand components of organization (e.g., what are services, functions)
• Oversee establishment of roles & responsibilities for all levels of new organization.
• Develop fair and rational process(es) to fill positions of new organization
  • Establish principles and values
  • Develop criteria to determine IT positions that will not be “in” the new organization (e.g., considered too specialized)
• Conduct needs assessment and create appropriate training program to support new organization.
• Address Change Management / Employee Relations issues .
• Communicate information about organizational structure and associated processes, including liaison with union(s) as appropriate.
• Detailed Information

Collaboration Needs:

• Role descriptions from teams: Client Relationship Management; Server Resource Management; Security Administration; Enterprise Applications, Architecture and Standards; Workstation Support; Web Publishing
• Communications Team
• Culture, Values, Symbols
• IT Funding Model