Experinces Deploying Shared Services
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The document discusses experiences implementing shared IT services at the University of Tennessee and Oak Ridge National Laboratory. It provides an overview of maturity levels for shared services, from level 1 involving collaboration to level 3 with a centralized IT organization. Oak Ridge National Laboratory achieved a level 3 model in four years with improved services and 15% cost savings. The University of Tennessee is in its second year of a four-year journey and has addressed customer confidence issues while starting to see cost savings. The document also includes IT budget breakdowns by service area at the University of Tennessee.
Experinces Deploying Shared Services
- 1. Experiences Implementing Shared IT Services R. Scott Studham Chief Information Officer University of Tennessee
- 2. What are “Shared Services”? Maturity Level 1 Maturity Level 2 Maturity Level 3 • Shared • Common • Centralized IT infrastructure via business organization with collaboration practices, with no budget. The across IT strong customer IT organization organizations. driven IT is purely funded governance. as purchased services from other organizations (customers).
- 3. Oak Ridge National Laboratory Status: Complete implementation of Level 3 shared services in four years. Benefits: Improved customer services, 15% cost savings while still being able to support modernization projects and increase in overall size of company by 150%. Strategy: Centralize, then Standardize, then Modernize. Pain: Centralization of all IT staff caused a 1 year “social nightmare.” But the improved ability to delivery overcame this.
- 4. University of Tennessee Status: Year 2 of a 4 year journey. Moved from Level 1 to Level 2. Benefits: Addressed the “Crisis of confidence.” Starting to see real cost savings due to customers having control (they stop buying their own IT staff). Strategy: Make the core credible. Give customers control. Remove duplication. Pain: Did this without a “massive centralization.” “Purchased Service” is still new to higher education. Most accounting practices still need to be modernized.
- 5. Phone, Cable & Network Student Service Technology UTK IT System IT Centers Fee Budget Budget Application Services $969,248 $83,697 $3,034,842 $2,162,091 Application Development & Integration $1,535 $371,031 $257,404 Business Systems Support $81,314 $12,449 $548,743 $1,054,250 Research Systems Support $24,640 $66,051 $623,075 Student Systems Support $863,295 $69,713 $2,049,017 $227,362 Benefits $1,075,829 $331,047 Cable Tv & Telephone Services $5,778,435 $115 $9,362 $145 End-user Services $1,729,109 $3,464,283 $3,987,120 $1,735,655 Computer Labs $1,178,530 $34,606 $4,325 Desktop Computing $28,686 $35,426 $3,221 Desktop Computing-general End-user Services $337,886 $304,827 $1,411,531 $631,294 $938,805 $84,936 $1,052,485 What Does This Instructional Technology $364,486 $404,888 $396,002 $9,613 Media & Event Support Messaging & Collaboration $945,450 $51,622 $45,895 $22,166 $307,522 $1,173,799 $54,643 $495,604 Mean At The Research Support $980 $96,446 $469,667 $30,828 IT Administration Network Services $428,355 $2,176,249 $190,258 $50,471 $633,224 $31,158 $581,524 $30,485 University Of Network Security $658,936 $7,962 $30,384 Remote Access Wired Network $4,778 $1,264,134 $0 $1,766 $21,430 $101 Tennessee? Wireless Network $248,402 $50,471 Security Services $21,496 $144,533 $289,143 • IT Budgets Are Based On Compliance & Assessments $23,679 $40,650 Incident Response $13,009 $6,649 $1,179 Services, Not The IT Organization. Security & IT Policy Administration $1,291 $57,444 $96,673 • Customers Directly Decide How Security Infrastructure Systems $4,095 $56,762 $150,640 Security Services $3,101 Much Of Each Service Gets System Services $138,510 $2,503 $487,454 $141,637 Funded. Account Management $995 $2,503 $36,167 $63,046 Backup & Recovery $17,168 $78,462 $30,902 • IT Follows “ITIL.” ITIL Is An Data Center & Servers $72,502 $167,150 $19,169 International Standard On How To Database Administration $23,815 $3,292 High Performance Computing $19,084 $128,555 Manage IT. Systems Administration $28,762 $53,305 $25,229 Grand Total $12,317,231 $4,122,374 $8,327,694 $4,940,678
- 6. Roadmap To Shared Services Finance Controls money, which is needed to enforce policy. HR Controls hiring of new resources (it can be done in parallel with IT). IT A single organization to modernize electronic business processes. Other Then you do everything else (such as facilities, etc). It may take years
- 7. My Suggestions For UNT Ensure The Roots Of The Organization See The Benefit In This Set A Realistic Timeframe With Milestones Hire A Strong System CIO Who Has Authority To Review All “IT Finances & Positions” Make Sure The New CIO Lives “Customers Need To Control IT, Not The CIO” All Services At Any Campus Should Follow An International IT Operating Standard Such As ITIL Campus IT Needs To Be Centralized or Rationalized All IT Services Will Be Budgeted By Service No Spending On IT Services Except By Customer Direction