Re-Swizzling the It Enterprise for the Next Generation: Creating a Strategic and Organizational Model for Effective It Management

RE-SWIZZLING THE IT ENTERPRISE FOR THE NEXT GENERATION: CREATING A STRATEGIC AND ORGANIZATIONAL MODEL FOR EFFECTIVE IT MANAGEMENT

LITA National Forum  Cincinnati  October 16-19, 2008

Maurice York Head, Information Technology NCSU Libraries [email protected] For the next hour...

 IT in Libraries :: A Brief History  Early Business Models  New Conceptual Models  Management Tools  Classic Pressures on IT Departments  Future of Library IT

 ILL Indexes & Abstracts OPAC   Catalog Email    Desktop   Computing Calendar Network   Printing File Services  www ILL Indexes & Web  Abstracts Server Web Authoring OPAC www GUI   Catalog Email eReserves   Desktop   Computing Calendar Network   Printing File Services eJournals &   Databases Authentication Security  www  OPAC www Indexes & Web Web ILL Server GUI  NGC Abstracts Authoring Catalog eReserves    Desktop Email ERM Computing Digital Collections SYSTEMS   Network Calendar Institutional Repository Search Tools  Authentication   File Services  Printing Security eJournals & Databases Early Business Models

 Fire Brigade  “Batten the Hatches”  “Don’t call us, we’ll call you”  Maytag repair man Future of IT: Key Concepts

 IT as a service department  Staffing questions  centralized or decentralized  staffing ratios  skill sets and outsourcing  Infrastructure management  infrastructure refresh  core operations  systems integration  appropriate technologies Application Type Language Database Backend Dependency [dotProject] Development PHP MySQL Apache Agnic Service HTML N/A Apache Article Linker Utility PHP N/A Apache B2Evolution Service PHP MySQL Sun (SPARC) Boomerang Service Binary SQL server Windows 2003 Browse Subjects Service Java PostgreSQL (eMatrix), Oracle Tomcat Calendar (PHP iCal) Service PHP/Perl/Java Oracle Calendar Catalog WS Service Java N/A Tomcat Computer Availability Service PHP MySQL Apache Congressional Bibs Service Java N/A - Flat files, XML Tomcat/Metastar Course Views Service PHP MySQL Apache Database Finder Service PHP PostgreSQL (eMatrix) Apache Design Slides Service ColdFusion Oracle Apache

TIONS Director's council search engine PHP

Utility A Distance learning students lookup PHP MySQL Utility DSpace Service Java PostgreSQL Tomcat eMatrix Service Java PostgreSQL Endeca Catalog Service Java N/A - Flat files Tomcat eReserves Service Sirsi Oracle Windows 2003 ETDs Service Perl MySQL Apache EZProxy Service Binary N/A Apache FAQ Service PHP MySQL Apache Find Your Brick Utility PHP GIS Lookup DB PHP MySQL Utility ILLiad Service SQL server inFORM Utility Inside Wood Service ColdFusion Oracle

APPLIC JIRA Binary Joomla Service PHP MySQL Journal List Service Java PostgreSQL (eMatrix) Tomcat/Saxon LC Discussion Forums Service PHP MySQL Apache, PHPBB w/Magpie Learning Commons Calendar Service PHP MySQL Apache Library Hours App Service PHP MySQL Apache Library News Blogs Service PHP MySQL Apache + B2Evolution LOBO and Biology Tutorials Service PHP MySQL Apache + Joomla CMS LOCKSS Service N/A Luna Service Binary Oracle Apache

TED MediaWiki Service PHP MySQL Apache MetaLib Service Binary Oracle1 Apache1 MetCalf Development Java Oracle Tomcat My Alerts Service Java PostgreSQL (eMatrix) Tomcat My Courses Service Java Oracle Apache New Staff Request Form Utility ColdFusion Access PHPMyAdmin Utility PHP MySQL Apache PHP MySQL Apache

PHPScheduleIt Service Quick Search Service PHP N/A Tomcat (user=nutch) ReservesDirect Service PHP MySQL Roller Service Java MySQL Tomcat Room Reservation Service PHP MySQL Scholarly Publications Service PHP Oracle + Dspace Apache + Tomcat SFX Service Binary + Perl MySQL Apache2

SUPPOR Subversion Binary Tech Reports Service PHP Dspace Apache + Tomcat 6 Temp Jobs App Service PHP MySQL Apache Tutorial Worksheets PHP MySQL

Utility Unicorn Service Binary Sirsi Oracle Server3 Urchin Utility N/A Web2 Service Sirsi Oracle Windows 2003 WWW - intranet Service HTML N/A Apache WWW - public Service HTML N/A Apache JSR 168 Fedora Recombinant Data Dublin Core OpenURL JPEG2000 XML Z39.50 Portlets XSLT MARC Institutional OAI-PMH MODS Repository METS ILS Dynamic Data TEI JSON unAPI Shibboleth JHOVE DSpace J2EE SOAP ETDs REST FrameOCKHAMworks Storage Linux PHP DHTML Markup Mining Solaris OOP Apache RSS Repositories MySQL Folksonomies CSS Harvesting AJAX Delivery Discovery SRU/SRW

Foundational Pillars

SUPPORT PRODUCTS OPERATIONS (STAFF & PUBLIC (INFORMATION (CORE INFRASTRUCTURE) SYSTEMS) INFRASTRUCTURE) Foundational Pillars

SUPPORT APPLICATIONS PRODUCTS OPERATIONS (STAFF & PUBLIC (STAFF & PATRON (INFORMATION (CORE INFRASTRUCTURE) PRODUCTIVITY) SYSTEMS) INFRASTRUCTURE) 12 11 Project Management

Lifecycle Management Systems Architecture Asset Management

SERVICE TARGETS:

Priority Importance Points of Contact Acknowledgement Targeted Resolution

Highest Critical Immediate ASAP, during on-call hours. 24- -Helpdesk 515-2339 48 hours. High Important 2 business hours 3 Days Medium Important Vet request with SCRC 1 Business Day 1-2 weeks Dept Head, then submit ticket via email Low Routine SCRC Dept Head or IT 1 Business Week Semester based planning cycle Dept Head

PRIORITY DEFINITIONS:

Highest Priority ! Failures of Domain Specific Infrastructure or Framework that have a major impact on SCRC staff’s ability to conduct work for which there is no workaround. ! Covers failures of solutions that are in production. ! A condition exists that clearly and presently risks such an impact if not addressed immediately (such as security vulnerability alerts). ! Examples include… o Filemaker Pro server goes down or is inaccessible o Failure of database connections or scripts that prevents critical maintenance routines from being performed or results in services or Service products being withheld from end-users Workload High Priority ! Failures of Applications that have a major impact on SCRC ability to conduct work for which there is a reasonable work around. ! Covers failures of solutions that are in production. ! A condition exists that clearly and presently risks such an impact if not addressed immediately (such as security vulnerability alerts). ! Examples include… o Breakage of a script that creates automatic updates of the same field in multiple databases (but a workaround exists to go into the databases Level individually and update the field) Analysis Medium Priority ! Critical or time sensitive enhancements to production Domain Specific Infrastructure, Framework, and Applications. ! As determined by SCRC administration/liaison. ! Typically includes work that can be completed in less than 10 hours of actual labor ! Examples include… o New scripts to connect existing services Agreements o Modifications to existing scripts improve efficiency or functionality o Modifications to existing database tables or database connections to respond to changes in workflow, desired new data elements, etc. o New macros in Access or other Office applications to connect to enterprise services or improve efficiency in workflow Low Priority ! Request for new solutions that do not effect immediate business needs or productivity. ! Requests for enhancements (new features, improved performance) of existing solutions. ! Non-critical updates to Domain Specific Infrastructure and updates to the Framework and Applications necessitated by anticipated updates in the Domain Specific Infrastructure or Low-level Infrastructure. ! Examples include… o Database design and scripting for a new service or suite of services o Programming work to tie together or redo existing services or infrastructure

Development Budgeting Modeling Communication IT Training Tools Portal Transparency Reporting

Service Custom Technology Expectations Applications Consulting

Workﬂow Partner Development Automation Networks Technology Windows Forecasting

RSS Ticket Platform Feeds Independence

Rapid Just-in-time Deployment Assistance Organizational IT

ENTERPRISE-WIDE HIGH VOLUME HIGH EXPECTATIONS BROAD NEEDS LOW STAFFING LOW COORDINATION CUSTOMIZATION LOCALIZATION Ticket Volume, 2006-2008

Support Operations Products

16 Ticket volume by Department

600

450

300

150

0 A IT C A RIS CQ DLI CM A LC SSF PERS ADS F DES FNB FOL TEX NRL VML PRES DEV SCH MET A SCRC CCRR ADMIN LRCD AA

Operations Support Products

17 Ticket volume by IT Unit

22%

69%

Support Operations Products

18 # Patron Desktop Computers (DH Hill)

300

225

150

0 2001 2002 2003 2004 2005 2006 2007 2008

19 Organizational IT Technological

RAPID CHANGE TRAINING COSTS CAMPUS IT TECH INTEGRATION VENDOR SUPPORT DUPLICATION OF EFFORT MARKET COMPETITION Organizational IT Technological

Strategic LEAD INNOVATION NEW INITIATIVES AND SERVICES RESOURCE COMPETITION LONG-TERM GOALS VS. DAILY NEEDS R&D VS EXISTING DEMANDS SERVICE AVAILABILITY CONVENIENCE ONLINE RETAIL EXPERIENCE User SOCIAL NETWORKING - WEB APPS GOOGLE

Organizational IT Technological

Strategic User

Seamless Content Delivery

Ambient P2P Findability Collaboration

Research Search Organizational Networking IT Unleashed Technological

Digital Text & Sustainable Media Platforms Digital Archiving

New Technologies

Strategic 21 21 21

Enterprise Operations & Products

Applications, Utilities, & Scripting

Desktop Computing QUESTIONS