UH Information Technology The central IT organization supports University of Houston-System (UHS) and University of Houston (UH) goals. Our value can be best achieved by focusing on enterprise services and supporting IT providers in the UH colleges and divisions, and across the UH-System. Across the UH-System, we provide a broad range of services from converged networking to hosted applications and systems in our UHS Data Center, high performance computing networks and hosted research computing services, cost sharing for site licenses such as for WebCT, and a collegial and supportive sharing of best practices and methodologies. On the UH campus, we maintain the universityâ€™s web presence and provide a wide range of services supporting streaming media and video production production, technology in general purpose classrooms classrooms, our 24x7 Technology Commons student computing lab, deeper than educational discounted volume purchase agreements for hardware and software, technology web-based and face-to-face training, collaborative tools and self-service applications, among others. Even in todayâ€™s most challenging times, we continue to mature in our effectiveness and efficiency in delivering services to support our Tier 1 research and global university aspirations.
Leadership d h Team & Organization O Office of the CIO
Desktop / User Support Help Desk Instructional Technology Telephony Web Support Services
A Arun J i Ph.D. Jain, Ph D Associate Vice President
Mary Dickerson, M.B.A. Interim Executive Director
Data Center Network Infrastructure Enterprise Systems and Services
David W. Johnson, M.S. Executive Director
Dennis Fouty, Ph.D. Associate Vice Chancellor / Associate Vice President & Chief Information Officer
Technology Support Services
IT Security High Performance Computing
IT Business Services Research Computing
Nicole Broyles, M.B.A. Director
Office of the CIO Rita B Rit Barrantes, t MBA M.B.A Associate to CIO College Technology Reviews Advanced Technology Support, technology R&D
Administration of IT Organization IT Policy
Keith Crabb, B.S. Interim Manager
Vision Create value across to the UH-System by investing in infrastructure capacity and security, collaborative t l and tools d newer, more efficient ffi i t and d greener ttechnologies h l i tto enable bl growth th iin services i and d protect t t revenue.
S T R A T E G Y
Strategic Focus • Create a reliable, secure, robust, and cost-effective technology environment using industry best practices and technology • Maintain the campus network infrastructure and our wireless footprint. • Aggressively enhance security at the enterprise level and in customer environments • Actively pursue opportunities with UH business owners to leverage PeopleSoft services and functionality. We endeavor to achieve these objectives by: • Engaging leadership in planning via our 10-Year IT Infrastructure Forecast • Creating a federation of university IT providers • Developing and deploying IT methodologies to the campus • Establishing IT customer service assurance • Partnering g with academic and administrative g groups p • Improving and streamlining our internal processes and structures • Increasing the credibility of IT
UHS Services UHS Data Center hosted applications and hardware: • Oracle/PeopleSoft Finance and Human Resources: all UHS universities • Oracle/PeopleSoft Student Academic and Administration: UH, UH-CL and UH-V • WebCT course management: UH and UH UH-V V Network Infrastructure: • Internet Protocol and Video: all UHS universities • Access to commodity internet: all UHS universities • Connectivity to high performance networks: LEARN, Internet 2 and National Lambda Rail • Video services between component universities supporting distance learning & administration • Expertise sharing and collaboration for emerging technologies, subject-matter-expert d ttechnology h l ttrouble-shooting bl h ti and d escalation l ti ffor problem bl resolution. l ti supportt and
Efficiency IT strives to improve efficiency through decentralization, fungibility and reallocation of resources, hard negotiating, near zero-based budgeting and value engineering.
Governance IT is committed to UH shared governance. The UH Faculty Senate is evaluating a recommendation of the Information Technology and Computing Committee (ITCC) to align IT efforts more closely to institutional goals and enhance shared governance.
Strengths & Opportunities * Efficient and effective use of resources * IT strategy aligned with UH strategic planning *P Process, project, j t portfolio tf li and d performance driven * Robust, secure and reliable infrastructure and systems
* IT Federation will establish campus technology leadership teams * Partnerships for innovative technology strategies t t i * Sharing IT methodologies * Support integration of student services through technology
focusing on PLANNING AND BUDGETING The Environment An efficient IT organization results from our current environment of decreased funding and increased demand for service. Continued investment in the UHS infrastructure, enterprise applications, and collaborative tools through newer, more efficient, greener technologies will meet customer demand for services, better position the university for future enhancements, and reduce costs long term. In seeking Tier 1 university status, it is interesting to compare total UH information technology funding to our peers. Focusing on 2008 data in the chart at right, UH allocated 55% of the average of University of Texas Austin and Texas A&M University, and 73% of the average of all doctoral extensive universities. Data is from participating universities in the Educause Core Data Survey. For the fourth year, IT is engaging campus leadership in a review of the 10-Year IT Infrastructure Forecast. Doing so enables a broader view of institutional investment in technology to optimize university resources in meeting customer demand for services. See chart at right.
What We Are Doing We continue to focus on and mature strategies to increase the effectiveness and efficiency of IT planning and budgeting by: • Tightly aligning IT planning and budgeting with the UH process • Modifying IT’s timeline and methods to incorporate input throughout the year • Supporting college and division partners in developing their IT plans • Sharing IT methodologies to the campus • Internally reallocating IT resources for emerging opportunities and needs • Conducting near zero-based budget reviews
IT FEDERATION UH IT launched the IT Federation in FY 2009. Our value to the university is best achieved supporting college- and division-based IT support providers, IT is refocusing its service delivery. In concert with college/division leadership, IT seeks to partner with campus leaders who are also managing and providing information technology services We are: services. • Delivering projects that impact the larger University • Collaborating with UH’s colleges and divisions to enhance service delivery (See chart at right), and • Part of a larger whole organization that through shared governance enables and facilitates UH’s strategic goals
BUDGET AND SPENDING Per Student IT Funding (Headcount) $3,500 $3,000 $2,500 $2,000 $1,500 $1,000 $500 $-
$1 651 $1,651
Ten Year HEAF Infrastructure Budget Allocation Allocation
$12,000,000 $10,000,000 $8,000,000 $6,000,000 $4 000 000 $4,000,000 $2,000,000 $-
UH H Divisions
So ocial Work
La aw Center
Ho otel and Rest Mgt
Ho onors College
FY01 FY02 FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11
University Information Technology (UIT) Network Infrastructure
T l h Telephony
fostering RESEARCH The Environment Technology brings researchers and their work together across organizational and physical boundaries. UH’s high performance computing network is well positioned to support our Tier 1 research university aspirations. UH invests in infrastructure to enable high speed access to research networks and aggregation points including: • Nationally, inclusive of Tier 1 and 2 US research institutions, via Internet2 and the National Lambda Rail (NLR). • Statewide,, connecting g most p public and p private universities in the state,, via Lonestar Education and Research Network (LEARN) . • Locally, connecting Baylor College of Medicine, M.D. Anderson Cancer Center, Rice University, Stephen F. Austin, Texas A&M, Texas Southern University, UT Health Science Center - Houston, via Southeast Texas GigaPoP ton and others.
Active participation and leadership on boards and committees nationally, regionally and locally, enabled IT to make significant g contributions to each of these networks and add value to: • Provide researchers with high quality of services not available from commercial entities • Avoid custom configurations for most applications • Lower costs by sharing expenses At the UH Data Center, IT operates the Research Computing Center (RCC) to host servers in a secure, environmentally controlled environment.
What We Are Doing • Replacing Research Computing cluster • Extending dark fiber to Galveston • Creating network links to collaborating local universities to reduce costs of research
RESEARCH COMPUTING The Information Technology High Performance Computing (HPC) group offers hosted system management services and technical systems support to customers of the Research Computing Center. The group provides technical advice to customers on questions relating to server platforms, software implementation and general RCC infrastructure. Future plans include a program to offer grid computing and to harness the computing power of obsolete desktop computing into a cascade of servers.
UH RESEARCH NETWORKS
National Lambda Rail
SE Texas GigaPop
SCOPE Local St t State National
enabling TEACHING The Environment Technology facilitates teaching and learning. Investments in collaborative tools, smart classrooms, website content management and other applications and services enable UH to meet increasing demand, in both numbers and sophistication. IT works through partnerships with student service providers such as Educational Technology and University Outreach to deliver classroom technologies including the WebCT on-line course management, podcasts, hybrid courses, classroom clickers, educational delivery software, multimedia, and manages g a 24x7 student computer p lab.
What We Are Doing • • • • • • •
Enabling WebCT course management infrastructure Managing 24x7 Technology Commons student lab Maintaining 66 Smart Classrooms Connecting classrooms to Internet via campus network Supported the implementation of PeopleSoft Student and Academic Administration Module Providing academic software with discounts on SAS, SPSS, Matlab, Mathematica and others Providing and upgrading classroom equipment
In FY2010 We Served Over… 185,000 Students in WebCT web-enhanced courses 148,791 Students at the Technology Commons 3,655 WebCT training courses 26 394 SkillPort 26,394 SkillP t b books k 5,330 SkillPort courses
TECHNOLOGY COMMONS • • • • • • •
Student computer lab Open 24 hours/day; 7 days/week Over 150 Windows and Mac computers Open to all UH students Scanners and printers available Many software packages available Located in the Library basement
CLASSROOM TECHNOLOGIES WebCT /Blackboard Courses Fall
1314 1169 984 1000 1225 1009 842 357
347 0 2006
Spring (% Increase)
Summer (% Increase)
iTunes Downloads Downloads 7000 6000
5000 4000 3000
2000 1000 0 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09
supporting THE COMMUNITY The Environment Providing enabling technology has long been our focus. Today, we are repositioning IT to emphasize support other university technology providers. At the same time, we are delivering services closer to our customers, via self-service at their desktop or laptop, service kiosks throughout the campus and a greater number of IT Service Desks, each equipped to support the full range of IT walk-up services from CougarNet accounts, to software sales, to telecommunications services. We recognize we can best align with and serve the University by: • Partnering with academic and administrative groups to better serve them • Recognizing program owners and establishing governance processes • Improving internal processes and structure to better serve our customers and help close the gap between demand and resources • Implementing a single customer service contact point • Delivering on our commitments
What We Are Doing • • • • • • • • •
Created a unified UH Contact Center Redesigned the UH website as user centered Consolidated service-delivery in multiple storefronts Empowering p g our college g p partners to use our network diagnostic g tools Empowering customers with new web-based self-help account management tools Supporting integration of student services through technology Continuing to install self-help computer kiosks throughout campus Offering new collaborative tools, such as Microsoft Office SharePoint Services Providing IT Reviews to UH departments to give recommendations on how UIT can best serve their needs
Just in FY2010 We Provided Over… 152,304 AskShasta self-service help requests 251,781 IT Support Center service requests 11,747 IT Communications service requests
SERVICE DELIVERY SkillPort eLearning
16500 14000 11500 9000 6500 4000 FY2005
Accesses % Increase
Completions % Increase
Instructor Led Training Attendance
# people e
5000 4000 3000 2000 1000 0 FY2005
Service Requests Resolved (Initial Contact)
Service Requests Resolved (Within 2 days)
Work Order Repairs
connecting UH TO THE WORLD The Environment Maintaining the campus network infrastructure and increasing our wireless footprint remain part of our strategic focus. We also seek to deploy newer, more efficient, secure, reliable and greener technologies to mitigate risk, position UH for future services, and protect revenue. Delivering state-of-the-art network services requires long-range infrastructure planning. IT’s planning includes a 10-year infrastructure forecast. The university’s network is robust, secure, and reliable. Ideally, we desire to quicken the pace of building network refreshes to better serve customers,, funding gp permitting. g
What We Are Doing • • • • • • • • • •
Increasing our high-speed wireless networking footprint Building fiber-optic connections to UHS campuses and Texas Southern University Providing Internet Protocol (IP) telephony Outsourcing residential student network support Enabling Video Over IP Enhancing the campus network infrastructure Managing the network with new software Expanding the wireless footprint to include indoor as well as outdoor access Deploying 1gigabit wired networking to the desktop Improving network speed within the campus and faster access to the Internet
UH Infrastructure in 2010 has… 385 Miles of fiber 15,928 Data ports installed Wi l coverage 98% Wireless
NETWORK HARMONY While in Houston, a UH composer “attended” a rehearsal in Miami of one of his compositions for New World Symphony (NWS) via UH’s connection to the Internet2 network. “NWS pioneered the use of Internet2 for musical learning and performance,” according to Newsweek, including giving lessons to gifted students miles away. Such applications were only imagination a few years ago.
UHS NETWORK CONNECTIONS
• UHCR (5 Mbps) • UHCL (1 Gbps) • UHD (1 Gbps)
• UHV (1 Gbps) • UHS Secondary Data Center (1 Gbps)
ATT = Commercial Network Services SETxGP = Houston Area Research. Educational Network LEARN = Texas Research. Educational Network
• UHD (10 Gbps) • UHSL (1 Gbps)
building ROBUST SYSTEMS The Environment Technology innovations enable many opportunities for UH to invest in infrastructure capacity and security enhancements that will provide better service, reduce energy, and over a several year horizon provide a solid return on investment. We retain our core technology focus to: • Refresh network, expand wireless footprint, and enable single sign-on to systems and campus resources • Use server virtualization technology to reduce costs, costs reduce power consumption consumption, and improve redundancy and uptime • Assure the provision of adequate power to UHS Data Center and environmentally appropriate, controlled, and monitored services inside.
FY2010 Accomplishments Included… • • • •
Initiated data warehousing and business intelligence systems Piloted Voice over Internet Protocol (VoIP) services Refocused the UH and IT websites to deliver more services online Planned for a single sign-on environment
Just in FY2010 We Handled Over… 39,621 226,324,000 4,023,000
Email accounts Email incoming messages processed Finance transactions
81,000 CougarNet accounts
PEOPLESOFT Enterprise Resource Planning • • • •
PS Student Academic & Administration now fully operational Enhancing services, especially integrated, self services Deploying next-generation tools Evaluating and deploying additional modules for future use including the Advising module • Enabled electronic workflow for Finance, Human Resources, and Employee selfservice
ROBUST ENVIRONMENT Infrastructure and Critical Systems FY09 Availability Infrastructure
100.00% 99.80% 99.60% 99.40% 99.20% 99.00% 98.80% 98.60% 98.40%
Mon No No.
YTD No No.
Unauthorized Information Access
securing OUR ENVIRONMENT The Environment With a heightened awareness of mandates for the protection of data, we have a need to increase the safeguards in place to mitigate the risks of data compromise. Threats include those to our systems, networks, data, safety, and privacy, as well as our academic and business operations. Aggressively enhancing security at the enterprise and in customer environments remains a strategic focus for IT IT.
What We Are Doing • Implementing industry standard security practices and procedures for protection of credit card data • Creating a backup online meeting place for every UH course in case of a disaster • Using proactive problem avoidance such as regular aggressive network and systems scans • Assessing department systems that contain sensitive data and providing assistance in securing it • Conducting security awareness training to create a more educated community • Deploying best and essential security practices to technology providers throughout the campus • Assisting in obtaining e-commerce application certification • Working throughout campus on security matters
Just in FY2010 We Handled Over… 1,525
Compliance with PCI standards
UHS SECONDARY DATA CENTER The UHS Secondary Data Center in Dallas provides “Critical Core Services” to the community in the event facilities in Houston are damaged or compromised. Active services for UH include emergency web presence, emergency e-mail, and other critical technology services. Fail-over functionality for the WebCT course management application is in the final phases.
IT SECURITY Security Incidents Incidents
270 240 210 180 150 120 90 60 30 0
DMCA Incidents Systems
100 80 60 40 20 0
beyond TECHNOLOGY The Environment In order to better serve our users , we are embracing non-technical projects as part of our IT initiatives. One of these initiatives is allowing us to explore better ways to identify service efficiencies focused on cost optimization and benchmarking; Gartner, a leading IT Research firm, provides us guidance on industry best practices and a top-of-the-line knowledge base. In September 2009, we sponsored the launch of the first Project Management Institute (PMI) Student Chapter in Houston; the PMI UH venue will allow students to interact with professionals f i l iin th the iindustry d t and d gett advantage d t off speakers k iin th the project j t managementt field. UIT has identified as a key initiative the improvement of business processes for UIT customer-facing services. We are partnering with College of Business, in building a crossfunctional team of undergraduate and graduate students, and IT employees. Through these efforts, we intend to optimize service costs and productivity, improve customer satisfaction, and enhance organizational agility.
What We Are Doing • Creating an IT framework to identify service efficiencies • Implementing Information Technology Infrastructure Library (ITIL) • Kicked off the first PMI Student Chapter in Houston . Monthly meetings connect students with professionals in the industry and promote project management practices • Partnering with College of Technology to create a cross-functional team to identify business process improvements • Working with the UH Writing Center to leverage IT employees writing skills for positions related with communications • Facilitating IT Reviews for campus departments to identify synergies and areas where UIT can better serve their needs • Creating business models to offer IT Services to campus community, affiliates and externals
UH Colleges (BAUER and Technology)
Project Management Institute
UH PMI Student Chapter UH‐PMI Student Chapter
College of Business