IT Transformation History Home  IT Transformation Program IT Transformation History
January 2003 - The Beginning
UCSC began a process to identify areas where the campus could increase revenue, reduce costs, and gain efficiencies while continuing to move forward as a world-class research university. This effort evolved as a direct result of the state budget situation and was initiated and carried forward under the guidance of EVC/Provost John Simpson and the Executive Budget Committee (EBC).
February 2003 - Vice Provost, Information Technology Appointed
The Vice Provost, Information Technology position was created as an outcome of the campus's ten-year Planning Process. The Vice Provost guides campus-wide strategic IT planning and policy formulation, while supporting the campus mission through research, instruction, and public service. The creation of this position and the subsequent appointment of Larry Merkley are an indication of the critical role IT-based solutions will assume in the campus response to its challenges. Merkley's Appointment
July 2003 - IT Transformation Program Launched
Campus IT leadership began reviewing options to realign the provisioning of IT services. A thorough review of current IT infrastructure, funding and service delivery systems was begun with the objective of providing focused projects to support the EBC's strategic goals, and to build a new IT future state vision. As a direct result, the IT Transformation Program was launched to move toward the new future state. The program consists of three phases: Phase I: Data Collection and Service Design Visioning, Phase II: Detailed Service Design Planning formally known as Migration and Planning, and Phase III: Transition Planning and Implementation.
September 2003 - Phase I
During Phase I: Data Collection and Service Design Visioning teams collected IT information across 10 divisions and 52 units that aggregated over 11,000 records. The data produced a comprehensive picture of information related to IT: people, hardware, software, and space across campus. The data was presented to the EBC in December and is being used to assist IT leaders in understanding the magnitude of work ahead as various consolidation strategies are considered. Phase I
Along with the data collection effort, an IT Service Delivery Model was built to balance and integrate six key design aspects that place a high value on campus-wide IT service, produce cost savings, focus on client service, are adaptive and responsive, are open to influences beyond the client relationship, and recognize the IT community as an essential resource. Design aspects considered essential for an IT service delivery model include:
• Behind-the-Scenes Services
• Client Service
• Client Feedback
• Dedicated Specialized Support Services
• IT Governance
• Funding
A Bronze level of IT service was designed as part of the new IT Service Delivery Model. Bronze service will offer UCSC faculty, staff, and students consistent support levels that are provided centrally and without charge. Bronze service covers standard productivity computing as well as a wide range of ongoing specialty computing support services. Bronze
December 2003 - Executive Budget Committee Endorsed Vision of New IT Organization
The EBC whole-heartedly endorsed the scalability, values, and principles of the IT future state vision and determined to move forward with a consolidation of all campus IT services into a newly created IT Division. This new organization will approach IT service delivery in a new and innovative manner that will meet the campus strategic goals while continuing to address the needs of IT service clients. IT Organization
January - June 2004 - Phase II
With Phase I complete, IT transformation moved into Phase II: Detailed Service Design Planning – how to make the IT future state vision come alive. In this phase, several IT Transformation Program (ITTP) teams were created to deliver a project plan that addresses service needs, creates a client focus environment, fits within financial constraints, and allows future growth and change. This plan will be presented to the EBC in May 2004. Phase II
The following ITTP Teams are entrusted with the Phase II process:
Approximately 90 IT staff members, plus 20 Envoy Program volunteers, are directly involved with
ITTP – each contributing from 1 to 3 days a week. Each team will design specific solutions to meet the objectives of the project as well as a work plan and implementation approach for the next phase (Phase III - Implementation). Each plan will define the timeline and resources (people and funding) required.
In addition, the teams will work together to design and implement the transformation (people, processes, and technologies) to achieve the new service delivery model. Steps include building and evolving new IT capabilities, defining levels of IT services, and creating an IT culture that aligns with the campus mission.
July 2004 - August 2007 - Phase III
In July with Phase II complete, the IT Transformation Program successfully entered Phase III: Transition Planning and Implementation. During this phase, IT will maintain essential client-based services for the campus while building out a new set of centrally provided services, as well as hire and transition IT staff to positions within the new IT organization.
Phase III
During the early part of Phase III, the new IT organization took on these critical aspects:
- Client-focused: Client-focused departments will improve the consistency and predictability of IT client service levels across the campus. IT intends to create a dynamic IT organization that can respond effectively to changing client needs and priorities. An expanded and service-driven help desk will be staffed by professionals who are customer focused and knowledgeable about IT services. ITS Support Center
- Services based: Faculty, staff and students will know what services they are getting and what they are not getting through reference to a comprehensive services catalog. ITS Service Catalog
- Expanded technology support: As servers are consolidated clients will have access to centrally provided storage and backup services. IT will also be better equipped to address our growing security concerns. Applications Solutions will provide Web services support for departments and the ongoing development of small to enterprise level applications.
Phase III Project Deliverables
Staff Transition
On January 1, 2006, eighty-seven IT staff from around campus transitioned into ITS growing the Division to 255 strong. IT staff worked directly with their divisional liaison to create a transition plan outlining how services and staff transition into ITS Global Services or Local IT Services (LITS). As of September 2006, new roles were defined and the staff transition completed. Additionally, Transitional Service Agreements are nearly signed between ITS and the campus divisions. This project is expected to be complete in October 2006.
ITS Services Catalog
The first edition of the new online Services Catalog went live on March 30, 2006. The catalog provides a single location for the campus to understand which services they can request, who to contact for service provision, and useful links to learn more about individual services. The services listed will evolve as we add more global services from the local divisional service portfolios. This project closed in September 2006.
ITS Support Center / IT Request
On September 1, 2006 the ITS Support Center officially opened its doors to the campus. Using the new online IT Request System, technicians began assisting the campus with technical service and help desk support needs. This is a major change in how the campus requests and receives technical support and how we work in partnership with the Support Center to provide these services to the campus.
Desktop Support
In April 2006 desktop standards were defined. Over the next few months, CRM will be creating a process to evaluate standards across campus, which is necessary to better leverage ITS resources.
Change Management
Recently, Phase I of the Change Management Project was completed and approved by the Senior Management Team (SMT) in October 2006. Deliverables from Phase I of this project included a change management process plan, communication, tool needs, and roles. Change Management Phase II was approved pending staff allocation.
Service and Storage Consolidation
In September, the Service and Storage Consolidation project completed Phase I of work. Deliverables from this phase include proof of concept and a server risk assessment. The team produced an evaluation report which was presented and approved by the SMT in September. This approval moves the team into Phase II – Implementation.
Instructional Technology Review
The team completed the Instructional Technology Review Service Catalog Report in June 2006. This document summarizes instructional technology services, duplicated IT services, and unmet needs. This report was presented to SMT in July.
Program Refocus for 2006/07
With the Staff Transition and Service Catalog projects complete, the ITTP will refocus its efforts into two major areas for the remaining months of Phase III. Those areas include:
- Defining and Delivering an SLA – The purpose of this project is to define and deliver a Service Level Agreement (SLA) between ITS and each campus division with an estimated completion time of April 2007.
- ITS Customer Request Process – The purpose of this project is to define a customer request process that in effect looks at how we complete our work. This project is expected to be complete in December 2006.
Please visit Phase III work to learn more about what was completed during the last phase of ITTP.
ITTP was complete in August 2007.
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