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IT Strategic Plan 2012-2020

Appendix A: Efficiency in Information Technology

A small group met to discuss the ways in which the current IT structure on campus creates inefficiencies. The following tables reflect their findings.

Efficiency in Information Technology - Campus-wide IT ineffeciency list

 

Campus-wide IT Governance


IT Inefficiency Across Campus

Description


Redundant Services

Maintaining multiple reporting systems, data warehouses, email, event/room scheduling, SSL cert acquisition. 


Duplication of effort - developing the same systems

Multiple IT groups developing the same product because there was no communication between the groups


Inconsistent computer lab software

The computer labs have inconsistent software so students have to locate a computer lab with open hours and the correct software set


Maintaining multiple security systems

Third party software that does not authenticate against CAS causing staff to maintain security in multiple places


Software security restrictions

Qualified staff not having access to software due to the lack of compartmentalized security to software


Lack of sharing code

Qualified people not being able to look at code from other departments


Wasted time passing along code to other departments

Qualified staff not being able to update software that they are involved in


Wasted time relearning projects that have been postponed

Lack of low priority projects getting accomplished because they get postponed because of high priority projects


Wasted time tracking down progress of projects

No university wide project prioritization process, No official governance group


Running security requests through multiple people

Security is approved by the departments but maintained by DBAs


Running people around

Departmentalization run around - because of unwillingness to satisfy customer service and lack of communication


Projects being developed without all departmental input

No formal way of developing projects with seeking input from all departments creating wasted time redeveloping when products don't meet needs


Lack of sharing e-commerce software development

Separate campus unites creating "shopping-carts" for e-commerce


Inconsistent work request tracking processes and standards

No common system for capturing, tracking, closing and reporting on IT work requests; No way for requestor to get update on progress; no notification of delays.


Limiting resources and inefficient projects

Lack of project management - No professional Project Management resources or oversight for large and/or multi-unit projects


Inefficient projects because of closed decision making

Teams seldom welcome suggestions or discussion of alternative approaches from outsiders. Limiting discussion of existing policies or practices.


Wasted time researching projects

Incomplete documentation of software, errors, and modifications


Wasted time researching limited documentation

Lack of enforcement of standards so documentation is consistent


Wasted time tracking down people to escalate a problem

No formal process for escalating a technical problem


Utilization of inefficient technology

No review process of current technology


Inefficiencies in IT not being resolved

No current method of assessing or reporting inefficiencies

Campus-wide IT Projects


IT Inefficiency Across Campus

Description


Convoluted permission change process

End-users spending time tracking down the Linux Admin, DBA, or Department personnel to get the correct access


Wasted staff time

Staff looking up and storing paper documentation that could be stored electronically


Unable to find necessary resources

No published listing of responsibilities or published service level agreements


No published security/privacy standards

Projects being completed then notified that there is a security issue


Wasted time dealing with waste paper

People printing mass amounts of copies that are not utilized


Wasted time for server restoration when power goes out

Single point-of-failure for IT Central servers when the power goes out, i.e. the power goes out, the fire alarms go off, the fire alarms turn off/disable the A/Cs which cool IT Central servers, the power is restored but fire alarms need manual resetting before the A/Cs come back online.


Wasted time for university students and guests finding web access

Lack of wireless access causes students and other end-users to waste time searching for labs or other open computers


Inability to efficiently determine services that are available

Staff and student spending time trying to find services such as video conferencing


Unresponsiveness to departmental email needs

No process to allow units to determine which faculty should have perpetual email accounts results in interrupted and therefore unusable adjunct email accounts


Unresponsiveness to departmental courseware needs

No process to allow units to determine which faculty should have perpetual courseware accounts, results in interrupted adjunct courseware access, requires admins to re-establish authentication each semester


Unresponsiveness to faculty grading needs

No process for uploading grades to Banner via spreadsheet rather than keying in individual grades, wastes time, results in grading errors


Unresponsiveness to guest wireless access needs

Cumbersome process for providing wireless access to conference attendees, donors, visiting scholars, alums & dignitaries


Wasted staff time

Staff walking paper documentation around campus for approval when it could be done electronically 


Time wasted researching login issues

No notification when NetID passwords are about to expire

Campus-wide IT Organization

IT Inefficiency Across Campus

Description


Departmental Fragmentation

Qualified staff not having access to data because they do not work for a specific department


Lack of consistent training

IT staff utilizing inefficient techniques of developing programs due to lack of knowledge of more efficient techniques


Lack of staff backup support and cross training

IT projects being held up or stopped because of loss of staff or project expert


Help desk not supporting departments

Help desks refusing to not help because they don't support that area so end-users must search for another help desk


Solving problems that have already been solved by others

No formal sharing of knowledge on how to solve problems


Time wasted researching service disruptions

No formal process for contacting distributed IT staff of service interruptions.


Inefficient purchasing of IT related services

Lack of pooled purchasing for IT services such as GoToMeeting, data plans, hardware and software, hardware recycling


Not cooperative in assisting units with IT infrastructure

Obstructs some kinds of installations, not familiar with riser diagrams, delays giving permissions for unreasonably long periods of time


Multiple data centers

Operating 23 data centers across campus is highly inefficient, costly for the university, state, taxpayers and the environment.


No help desk expertise listing

Students have to go to multiple help desks to find the experts in the area


Lack of on campus training

Lack of campus wide training program at all levels

Campus-wide IT Funding


IT Inefficiency Across Campus

Description


Inefficient use of technology and lack of innovation

Lack of resources and deluge of demands limits interest and ability to innovate and use existing hardware and infrastructure to its fullest extent.


Inefficient projects due to lack of access to experts

Core teams often have expertise that smaller units could use; but excessive demands make it impossible for experts to consult, assist, or advise.


Inefficient port charge funding and tracking

Tracking ports is challenging because of port turnover, ports are not utilized as much, end-users would prefer annual billing


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