it operational plan 2005.doc

Knowledge & IT Service CentreIT Services Operational Plan 2005

IT Support Services

Strategic Goal Responsibility Milestones Measurement Target Status

Enhancing Teaching, Learning and Research

Responsibility Milestones Measurement Target Status

Establish measures of the services (including costs) of providing Teaching Computer Laboratory Support

Susan McLennan Develop appropriate measures; Develop systems for recording data

collected;

KPI's identified Costs of support

identified.

Work in partnership with academic staff to ensure all problems in teaching computers laboratories are reported and logged

Susan McLennan Meet with other faculties in addition to Business to understand their needs and issues;

Regular meetings with faculties to be established

ECU Advantage Student Laptop Trial – Sem 1

Mark Ridge Laptops for Semester 1 rolled out Laptops for Semester 1 delivered to students

Support for laptops in place Collection of laptops at end of

semesterECU Advantage – A Sustainable Advantage

Mark Ridge Work with Executive in defining the sustainable advantage

Define support process Resolve software licensing issues

Support processes agreed Roles and responsibilities

agreed Software issues resolved

Engaging with the Professions and Professional Life


Implement a "Best Practice" framework for IT Services

ITSS Senior staff Ensure ITSS staff have training/understanding in ITIL;

Encourage other IT areas to participate; Provide the opportunity for an additional

six (min) to undertake the Service Management Foundations course and exam.

ITIL Framework implemented throughout IT

On-going All ITSS staff attended overview or attended Foundations course;

Other managers have attended Foundations course;

Membership to appropriate Professional bodies

Mark Ridge Help Desk Institute; IT Service Management Foundation; ACS

On-going

Building Partnerships, Pathways and Precincts


Develop partnerships with key suppliers ie. IBM, HP,

ITSS Management Team Leverage partnership for industry leaders to present and

Present

of 13


IT Support Services


Managesoft, Moncrieff etc.) share knowledge with ITSS staff. ations from partner organisations on new technologies

Investigate delivery of services by students

ITSS Management Team Identify what services could be provided by students (ie Student Help Desk, Laptop programme, student orientation)

Use of students for support

Investigate Shared Services -Joint negotiation for products and services

Utilise appropriate CAUDIT licensing agreements;

Best value purchasing of technology and services.

On-going

Improving Outcomes for Students and Staff


Plan for Apple Mac SOE MKIII Rollout

Mark Ridge Identify Rollout Team and Responsibilities Work with Faculties to establish Customer

Working Party Plan Rollout Place Orders

Team Established Customer Working Party

Established Rollout plan in place and

communicated Orders placed for delivery in

2006Provide Services catalog for students

Susan McLennan Service details collected; Service Catalog published

Provide Services catalog for staff Yvonne Wallwork Service details collected; Service Catalog publishedEstablish measures of the usage and its profiles in the Megalabs

Susan McLennan Develop appropriate measures; Collect data

Publish data.

Investigate setting up an orientation for students

Susan McLennan Work with relevant departments to coordinate orientation;

Student orientation schedules scheduled

Investigate setting up an orientation for staff

Yvonne Wallwork Work with relevant departments (PDC) to coordinate orientation;

Successful staff orientations;

Develop seamless IT Service IT Managers Change Help Desk name to Service Desk; Ensure all IT service requests are logged

through Service Desk; Work with other IT groups to resolve

issues at beginning; Remote support for staff computers; Develop OLA's with ITI, IDS and IS; Re-initiate Senior IT staff meetings

Extending support hours Mark Ridge Apply for budget Funding provided

of 13


IT Support Services


Align the Megalab support hours to the same as the Library

Investigate IT – Media Services integrated services

Mark Ridge Work with other managers (ITI and KAS) to evaluate options;

Help Desk System Mark Ridge/Ven Boujos/ David Sizer

Implementation of Change Management Implementation of Configuration

Management Implementation of Web Based incident

reporting

Complete installation of Help Desk system modules

Service Requests, Incident Management and Problem management modules Installed

Enhance Service Level Agreements

Mark Ridge Work with the other IT Managers to refine SLA's relating to Service Centres and corporate applications

Seek funding for IT Liaisons Set timelines for SLA review

Bi-annual meetings with Faculties/Centres

Newly drafted SLA's developed

ITSS staff/resource allocation 2005 and beyond

ITSS Managers Align staff profiles with services provided to customers

Review staff numbers per campus for projected student/staff numbers for 2005 onwards

Review the impact of “ManageSoft” to the staff desktop, are our resources where they need to be(do we have the right skilled people)

Review work-load shifts for coordinators

Review staff rotation Move of all ITSS staff

from Churchlands campus; Greater use and

understanding of Managesoft environment by CSO staff;

Transition of Coordinator roles to align with processes;

Strengthening Enterprise and Resource Base


Be involved in the design of the new Resources Building at JO and in particular the Megalab

Mark Ridge/Sue McLennan Signed-off design of new buildig

IT Documentation ITSS Managers Ensure an appropriate level of documentation is available for all ITSS staff;

Strategies to keep documentation up-to-date;

of 13


IT Infrastructure ServicesStrategic Goal Responsibility Milestones Measurement Target Status Comments


Responsibility Milestones Measurement Target Status Comments

Multimedia Projector Installations

Charlie King Existing locations at ML, JO and CH (upgrade); and

New locations (CampusWest JO, Stagehouse II ML, Building 8 JO).

Faculty satisfaction with new multimedia hardware;

Faculty sign-off. Mount Lawley complete; Churchlands complete. Building 8A (JO)

complete; Stagehouse II (ML)

complete; CampusWest (Building 2)

complete; CampusWest (Building 1)

underway; Joondalup underway.

This project needs to be documented and closed. The Media Services Brief needs to be completed urgently.

Priority C

SNAP Wired Network Points Chris Blanksby New item. Wired network points within MegaLabs.

Priority B

Bunbury WAN enhancement Steve Johnston Authority to purchase Placement of purchase

order Installation Commissioning

Bunbury satisfaction with new network service.

Bunbury sign-off. New item. A redundant connection to Bunbury needs to be established in 2004. There is a greater reliance on the data network within the University.

The National Communications Fund (NCF) tender can be used for selection of this network service.

Priority C

Wireless Campus Project Chris Blanksby Tender Selection Implementation Commissioning

Wireless coverage. Wireless coverage for all meeting areas, teaching areas and 90% of the campus.

New item. Subject to funding (SIF bid).

Priority A

Library SunRay Installation and Upgrade

Paul Midgley / Keith Lambert Replacement of JavaStations in the library with SunRay hardware;

Upgrade of software, etc. to cover Library requirements

Replacement of all JavaStations;

Library satisfaction with new installation.

Library sign-off. Installation complete; Initial upgrade complete; Second upgrade

underway.

The future of SunRays within the library needs to be considered between IT (IT Infrastructure and IT Support Services in particular) and Library.

Priority C



of 13



Collegial Groups Steve Johnston Identify appropriate collegial groups which may be of value to IT Infrastructure.

Relevance of membership against IT Infrastructure activities.

Meeting attendance, conference attendance, reports, etc.

Appropriate activities coverage.

Enhance our effectiveness by the gaining of expert knowledge from collegial groups.

New item. IT Infrastructure is currently involved in the following collegial groups: AARNet (Australian Academic and Research Network) ATUG (Australian Telecommunications Users Group) TUG (Tivoli Users Group) CAUDIT (Council of Australian Directors of Information

Technology) ACS (Australian Computer Society) OUG (Oracle Users Group) Other Perth Universities

Priority C

Implement a best practice for delivery of IT Services (ITIL)

IT Management Team New item. IT Infrastructure Library

Priority A



WALAP authentication project

Peter Austin Tender process (including selection);

Installation and commissioning of hardware; and

Production connection between Universities.

Installation behind Alteon WSM.

Shared authentication information between Universities – and shared services;

Project completion sign-off (by all Universities);

Tender complete; Hardware installation

complete; Provisioning complete (in

production); Documentation to be

completed.

ECU and UWA are effectively in production with the WALAP system;

Other Universities are working towards production systems.

The ECU system needs to be networked behind the Alteon WSM.

Priority B

Telecommunications Restructure

Chris Blanksby / Brian Lambert

Modification of existing networks to terminate voice services in the Perth CBD;

Tender for provision of telecommunications services (as per new termination point).

Reduction in telecommunications services;

Direct telecommunications savings to Faculties (with no service degradation).

Waiting completion of prerequisite works.

Microwave decommissioning scheduled for completion in December 2003;

The tender for telecommunications services is expected to be operated in January 2004;

Priority B

Develop Partnerships with Key Suppliers

New item. Cabling – vendor to be selected

Media – vendor to be selected

of 13



Servers – IBM

Network – Nortel Networks

Telecommunications – AAPT / TelstraPriority B



Benchmarking and Key Performance Indicators

Steve Johnston Selection of appropriate KPI’s for each functional area;

Selection of appropriate KPI’s for IT Infrastructure.

Provision of data, etc. for IT KPI’s

Provision of data, etc. for KITSC KPI”s.

A set of KPI’s per section;

An agreed set of KPI’s defined, and in place;

Procedures established for provision and maintenance of data, etc.

New item. Sub-projects may be required to implement certain KPI’s, and to ensure that appropriate measures are taken.

CAUDIT benchmarks will need to be reported, and should be taken into consideration when establishing the KPI’s.

KPI’s to be considered: Uptime (e-mail, network, directory services, etc) Responsiveness; Throughput; Systems measures (CPU utilisation, disk usage, etc).

Priority A

E-Trust Peter Austin Connection of Blackboard;

Connection of Innopac; Connection of other

internal web applications requiring web authentication as required;

E-trust being used as an authentication source.

Connection of appropriate systems.

New item. E-trust is to be used as the authentication source for web-based applications.

E-trust is currently being established as the source of Blackboard user authentication via LDAP;

Priority B

Student E-mail Upgrade Peter Austin Purchase, installation and commissioning of new hardware and software;

Decommissioning of ‘echidna’ – old student e-mail system.

Student e-mail satisfaction;

Improved feedback by students, as measured by survey.

Project complete1. This project is being consumed by the “Student Portal Project”;

There are concerns that e-mail may not be appropriately addressed;

The existing student e-mail hardware is not appropriate, is aging, and requires urgent replacement.

Priority C

Messaging and Collaboration

Peter Austin Purchase, installation and commissioning of new hardware and software;

Migration of all staff to exchange server hardware for e-mail;

100% migration. Purchase, installation and commissioning of new hardware and software complete;

Migration of GroupWise is effectively complete.

Decommissioning of the GroupWise servers will commence in December, 2003.

Completion of this project is expected by the end of 2003. Non-GroupWise users are being targeted as part of the

Intel SOE roll-out (November 2003 – March 2004).

1 New works on the student e-mail system have been commissioned by the Student Services Centre – this work is underway, but is separate to the 2002/2003 e-mail upgrade.

of 13



Migration of all GroupWise users to exchange;

Migration of all POP/IMAP users to exchange; and

Decommissioning of old GroupWise hardware.

Clean-up stage has commenced.

Priority B

ADS Directory Introduction Peter Austin / Chris Blanksby

Purchase, installation and commissioning of new hardware and software;

Migration of directory queries to make use of ADS database;

Decommissioning of NDS directory;

Decommissioning of NDS (and IPX) within the entire University network.

Nil reliance of use of NDS/IPX and full decommissioning.

Purchase, installation and commissioning of ADS domain controllers complete;

Migration of student networks to ADS complete;

Removal of staff NDS tree will be completed as part of the Intel SOE roll-out (November 2003 – March 2004).

An ADS upgrade is currently in progress (Windows 2003 ADS).

Priority B

Server Consolidation Keith Lambert Purchase, installation and commissioning of new hardware and software;

Development of Server Replacement Policy;

Confirmation of staffing levels within the Enterprise Systems Group;

Improved server management within the University;

Improved server security; Staffing levels for

Enterprise Systems Support.

Approved server replacement policy;

Approved server documentation;

Confirmed staffing levels.

Purchase, installation and commissioning of SAN hardware complete;

Purchase, installation and commissioning of hardware (other than ERP systems) complete;

Purchase of Backup hardware and software complete;

Commissioning of backup hardware and software underway.

Additional tasks as raised by the Server Consolidation Steering Committee.

Priority A

Voicemail Upgrade Brian Lambert / Chris Blanksby

Purchase, installation and commissioning of new hardware and software;

Decommissioning of existing Voicemail hardware;

Service improvement. Provision of network FAX;

Provision of voicemail/e-mail integration.

Waiting completion of prerequisite works.

Microwave decommissioning scheduled for December 2003.

Priority B

Exchange Archiving Project Peter Austin Publication of tender Selection

of 13



Implementation Commissioning

Accessibility of archived e-mail and the ability retain e-mail as required (without the limitation of disk space).

Time taken to backup exchange data store.

Optimum performance and availability of the exchange server;

Backup of exchange data store in 4 hours or less.

Tender process complete.

Procurement underway. Implementation planning

started.

The issue of ‘archiving’ v ‘journaling’ has been raised, and needs to be addressed by IT Infrastructure along with Information Security and Records Management.

Priority B

Modempool Services Steve Johnston / Chris BlanksbyIn conjunction with IT Support Services

New item. The Modempool service needs to be decommissioned (or substantially changed);

Measure dissatisfaction; Working party: Ven Boujos, Steve Johnston, Chris

Blanksby, etc.Priority A



Internet Cost Management Steve Johnston Introduction of hardware and software tools to control, measure and manage traffic;

Tender for provision of reporting software;

Purchase, installation and commissioning of reporting software;

Provision of Internet Accounting to Faculties and Centres;

Reduction and devolution of internet cost;

Internet cost reduced to beneath $600k;

100% of Internet cost devolved to Faculties/Centres by usage.

Introduction of hardware and software commenced;

Tender/purchase for reporting software underway.

Tender for Internet Cost Accounting Software was commenced in September 2003. There were no responses to this tender document.

Priority A

Proxy Appliance Installation Chris Blanksby Product selection; Purchase, installation

and commissioning of proxy appliance;

Purchase, installation and commissioning of duplicate proxy appliance;

Proxy use for all purposes;

Reliable proxy service.

100% of proxiable traffic presented via proxy.

Project complete. This item may be closed.

AARNet PoP – Network Restructure

Chris Blanksby Relocation of AARNet PoP (Point of Presence);

Provision of redundant connections to the Internet via Perth CBD;

Relocation of services; Relocation of services. Project complete. This item may be closed.

of 13



VoIP Project Brian Lambert / Chris Blanksby

Proof of concept; Product selection; Purchase, installation

and commissioning of VoIP hardware (for trunking only);

Decommissioning of 1993 Microwave Network.

Network usage; Service provision (no

degradation of service).

Decommissioning of 1993 Microwave Network (Metropolitan Area).

Proof of concept underway.

IP telephony for voice trunking has been put on hold. A project for full VoIP will be conducted in 2004/2005 for

installation of VoIP equipment into the Joondalup Resources Building.

Priority C

Alteon Firewall Installation Chris Blanksby Product selection; Purchase, installation

and commissioning of Firewall;

Purchase, installation and commissioning of duplicate firewall.

Firewall protection. 100% of network protected by firewall (between University network and Internet).

Project complete. This item may be closed.

Backup & Disaster Recovery Michael Grant / Keith Lambert

Development of IT Backup and Disaster Recovery document (in consultation with all University Stakeholders);

Development of implementation strategy;

Documentation completed, accepted and implemented.

Reference of implementation plan to SIMSC.

IT Backup and Disaster Recovery plan is complete and has been approved.

Final Backup and Disaster Recovery document as been approved.

Planning is required for implementation of the recommendations of this document.

Priority A

IT Infrastructure Documentation Project

Steve Johnston, Chris Blanksby, Keith Lambert, Brian Lambert, Peter Austin

Framework for documentation (ITIL compatible);

Creation of documentation repository;

Creation of documentation framework and templates;

Documentation procedures, etc.

Systems, network, hardware, etc. and procedures documented in a secure, but accessible location.

New item.

Priority A

of 13


Information Delivery SystemsStrategic Goal Responsibility Milestones Measurement Target Status



Migrate Blackboard to a LINUX/INTEL Platform

Chris Cooper Servers installed and configuredBlackboard setup on LINUX/INTEL serversBlackboard user testing completed.

Servers signed off.Migration from SUN completedUser acceptance testing signed off

Live January 2005. WIP – servers ordered.

Courses Management System(CMS)

Rick Movick Fees publication website

Unit offering & Fees Management

VET Course Management

nterfaces to other systems using XMLPackaging for sale

User sign off October 2004January 2005

January 2005

Completed.Planned

In progress

Callista Research upgrades Lesley Reynoldson Development of RAI and ETHICS modules

User signoff February 2005 In progress

Unit Information Management System

Rick Movick Functional RequirementDevelop Prototype

User signoff July 2004January 2005

CompletedIn progress

Single LMS Rick Movick



Join key Oracle User groups Doug Trewenack Identify membership groups Memberships completed February 2004 Planned

HES HRIS Karen Harris Continuing participation in HES: Concept e8.07

reconciliation and audit

Reconciliation and Audit completed September 2004 Planned

Concept User Group Karen Harris Continuing participationAttend local user group Network via email forum with other user organisations

Influence on Concept product directionImplementing product incorporating ideas from other user organizations

Ongoing ongoing

Join Oracle User Group Satish K Bedekar Apply for WA Oracle User Group membership

Membership Completed February 2004 Planned

Join COGNOS User Group Satish K Bedekar Apply for COGNOS User Group Membership

Membership Completed February 2004 Planned

of 13





Explore new channels for revenue R. Movick Package UTEI, CMS & ETHICS Systems package enabledAgreements signed with Redbell

April 2005 Planned

Oracle D.Trewenack Implement BATPROD and CAT9 Databases using Oracle’s 9iRAC

Successful operation January 2004 Configuring initial cluster server

EMC D.Trewenack ECU/EMC Press release Completion February 2004 Planned

HES HRIS R&D Karen Harris Collaboration with other HES universities to develop Business requirements to fast track development in Concept

HES meeting, agree on focus initiative and BRS developed

October 2003 planned


Responsibility Milestonese Measurement Target Status

Central Authentication upgrade Rick Movick Feed to TIM/TAM User signoff March 2005 Planned

Digital Portal (Staff & Students) Rick Movick Project Scope developed Acceptance & signoff July 2005 Planned

Australia Post mail barcodes Business Analysts QAS Incorporated into ERP systems In-house mail labels barcoded and barcode values incorporated for mailhouses

March 2005 Planned



Callista SMS Upgrades Rick MovickKaren Harris

Lighthouse 2 – implementedLighthouse 3 – ImplementedMinor upgrade

User acceptance & signoff January 2005March 2005September 2005

PlannedPlannedPlanned

Concept upgrades Karen Harris Version e8.07 minor release 2Version e8.07 minor release 3Version e8.07 minor release 2

Implemented in production Implemented in productionImplemented in production

January 2005June 2005December 2005 – January 2006

PlannedPlannedPlanned

HR Web Kiosk, additional functional implementation

Karen Harris ECU staff email aliases loaded into HR database and maintainedDevelop procedures to automate updating of users for workflowSupport implementation of additional functionality

Leave bookings implemented in kiosk for next centre/faculty – phase 1Leave bookings rolled out to other centres/facultiesPlan for next functionality to be implemented via kiosk

September 2004 Planned

of 13



Upgrade supportive systems Lesley Reynoldson Submission for SIMSC SIMSC approval February 2005 Planned

Technology Skills Training Rick Movick Develop a skills register to support applications.Gap analysis completed

Training schedule completedStaff trained.

December 2004Training to be completed by June 2005

PlannedPlanned

Contingency staff support Rick Movick Develop & implement framework Staff able to provide backup support in other systems

April 2005 Planned

Development & Evaluation environments

Rick MovickSteve Johnston

SOE WIN2K Test and QA serversOracle Test and QA serversOracle RAC Linux on Intel evaluation.

SOE Win2K servers accepted by IDSOracle RAC evaluation completed.

February 2005 Planned

Oracle R11i Implementation Satish K BedekarRick Movick

Project Scope AgreedFinalize Tender/Quote SpecificationInvite Tender/Quotes from selected vendors and Evaluate TendersProject Funding approvedProject PEP FinalizedSet up new software in Dev envSet up new software in QA envUser Testing and Acceptance Go LivePost Implementation Review

Project Scoping Document SignedTender/Quote Specification SignedEvaluate Tender/Quotes and Recommend Preferred SupplierContract Signed with the VendorPEP Document SignedDevelopment Environment availableQA Environment availableUser Acceptance signed offNew Software in ProductionSign off on Post Imp Review document

April 2005 Planned

Data Warehouse Satish K Bedekar Warehouse installed IDS Management Sign off March 2005 Planned

Strategic Business Reporting Satish Bedekar & Business Analysts Prototype 2 new reportsDevelop remaining reports

User signoff November 2004March 2005

In progressPlanned

Eshop enhancements Satish Bedekar Accept full range of tuition fees User signoff April 2005 Planned

ONESTOP Upgrade Rick Movick Upgrade Clients to latest versionUpgrade to use Oracle Database

User signoff January 2005 Planned

of 13



Establish Development and ECU main Web server Environments

Chris Cooper Liaise with ITI for WIN/INTEL and INTEL/LINUX server platforms to be established.SUN Web servers to be replaced by INTEL/LINUX as part of server consolidation.

User signoff January 2005 In progress

Establish Key Performance Indicators

Business Analysts Database to collect dataMeasures and benchmarks established

Accepted by Director KITSC February 2005 Planned

of 13

it operational plan 2005.doc

Documents