Challenges for a Campus Management University

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1 Panel 1: IT Management in the University Environment ITSM at Universities with Campus Management Systems (a research project) Speaker: Partner: Pascal Wild, University of Zurich SAP AG (Switzerland) Date: May 2007

2 Challenges for a Campus Management University Proceeding virtualisation of the campus by e-learning and the digitalisation of administrative processes (e.g.: campus management systems). Heterogeneous target audience (students, faculty, administration) Decentralized organisations with distinct desire for autonomy (especially European universities) Distinction between technical and functional requests / rising demand for functional support (due to Bologna) 7*24 online services which support level is necessary/expected? 2 IT Service Management at Campus 2007

3 About Objective: - Reference model designed in ARIS How to organise the support at universities with campus management systems Research: - Eleven case studies Universities: Private sector: - Best practice literature U Basel, FU Berlin, U Bern, K.U. Leuven, ETH Zurich, U Zurich Short studies (ACM papers): U Southern California, Colgate University UBS Global Wealth Management, UBS Investment Bank (HR IT), University Hospital Zurich 3 IT Service Management at Campus 2007

4 Identified problem areas at European universities Bypassing established support channels (hey Joe effect) - Causes Lack in communication Missing cooperation between 2nd/3rd level and helpdesk Insufficient know how and competences on first level - Consequences Delayed IT projects Intransparent support costs and support quality Multiple service providers - Causes Organisational culture (silo organisation/architecture) Absence of a communication platform University wide service portfolio is not defined - Consequences High variety of support instances and contact persons Customer/user requires detailed organisational knowledge Customer/user abused as message broker between service providers 4 IT Service Management at Campus 2007

5 User abused as message broker 5 IT Service Management at Campus 2007

6 Stakeholder analysis Environment Application portfolio Complexity CM application Organisational affiliation Involved in operational business Organisational knowledge Behaviour Fluctuation Working hours Demand for support GENERAL Demand for support SAP CM Preferred support method Preferred supporting channels Demands for Technical support Teaching (decentral) unlimited high definite yes medium - high Support profile: Familiar with the application portfolio (E-Learning, CM functions and low services ) - medium flexible cyclic cyclic matters active help 1) telephone 2) mail Academic structure Organisational Support hours: Mo Fr (7:00 18:00) Fulltime employee low high Students unlimited low loose (no) low Support profile: Familiar with the application portfolio (E-Learning, CM Services ) high very flexible cyclic cyclic self help 1) self help functions 2) Mo mail Su (8:00-22:00) Study guidelines Student lifecycle Support hours: Part time employee (Students) low high Administration (central) limited high definite yes medium - high Support profile: Familiar with the application portfolio (ERP, CM functions, CRM ) low fix constant cyclic matters active help 1) telephone 2) mail Student lifecycle Organisational Support hours: Mo Fr (7:00 18:00) Fulltime employee high (ERP systems) Functional support high high high 6 IT Service Management at Campus 2007

7 Service oriented support organisation (SOS concept) 7 IT Service Management at Campus 2007

8 Auskunft Dienstleistung Störungsmeldung Auftragsannahme Stammdatenerweiterung Betriebszustand Technisch Störungsdienst Administrativ / Fachlich Auftragsannahme Kommunikation Auskunft Hilfestellung Systembedienung Beratung Statusmeldung Serviceangebot Beratung Statusmeldung Serviceangebot Stammdatenänderung Kommunikation Result of the study Organization Anwender Organisation / FIRST Level Support Organisation / Second Level bis n-level Ressource Ressource Start Neue eingegangen aufnehmen Ticketsys. eingegangen Priorisierung, Kategorisierung Anwender Problem/ Frage tritt auf Support benötigt Supportstelle kontaktieren CI / Service Mail Telefon aufgenommen Priorisiert & Kategorisiert XOR Priorisierung, Kategorisierung bearbeiten CMDB n-level Instanz Service Desk XOR Nicht Zuständig zuständig weiterleiten übernehmen Lösungs- Datenbank Webform beantwortet Übergabe notwendig übernommen bearbeiten n-level Instanz Ticketsys. abschliessen funktional eskalieren Ticketsys. beantwortet XOR Übergabe notwendig Service Desk Lösungs- Datenbank abschliessen funktional eskalieren geschlossen geschlossen Data Control Function Output 8 IT Service Management at Campus 2007

9 Critical success factors IT governance structure Internal and external (customer) communication Knowledge management Quality management Catalogue of university IT services Service provider culture 9 IT Service Management at Campus 2007

10 ITSM at Universities with Campus Management Systems Thank you! Speaker: Page: Pascal Wild, University of Zurich

11 BACKUP slides 11 IT Service Management at Campus 2007

12 Knowledge topography Knowledge owner Knowledge attribute Technical knowledge CU Technical knowledge DU Functional knowledge Administrative knowledge Organisational unit Central IT SP Central Admin Decentral IT unit Faculty 12 IT Service Management at Campus 2007

13 Service desk structure User Service Desk Students/Teaching/Administration Service Service X Service Y Service Z IT SP Admin SP Func SP IT SP Fach SP IT SP Admin SP Knowledge owner / Service provider Central IT SP Central Administration Decentral IT unit Faculties 13 IT Service Management at Campus 2007

14 From IT division to IT service provider II Proportion of value-added Minor share of value-added High share of value-added Selling product Process neutral IT-Service e.g. Telephone, Fax e.g. , Groupware IT-Service for back office e.g. Recruitment e.g. Finance, Controlling IT-Service for middle and front office e.g. Strategic planning e.g. CRM, ERM, Logistics, CM systems e.g. Electr. Ticketing, e-banking, CM systems Customer oriented service portfolio IT-services as commodities (standardized, fix price, reproducible, high quality) Business oriented IT-services 14 IT Service Management at Campus 2007

15 Reference model II: Federative support organisation (evolutionary) 15 IT Service Management at Campus 2007

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