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OLD DOMINION UNIVERSITY INFORMATION TECHNOLOGY SERVICES 2015-2017 ITS STRATEGIC & OPERATIONAL PLAN OLD DOMI N I ON UN I V E RS I T Y VI S I ON ST A T E ME N T Old Dominion University will be recognized nationally and internationally as a forward-focused public doctoral research university with a collaborative and innovative approach to education and research that spurs economic growth, focuses on student success, engages civic and community constituents, and utilizes its strong relationships with a variety of state and national partners to provide solutions for real world problems.
OLD DOMI N I ON UN I V E RS I T Y STRATEGIC GOALS Goal 1. Enhance the University’s academic and research excellence Goal 2. Support student success from first point of contact through graduation and beyond Goal 3. Enrich the quality of university life Goal 4. Engage with the greater community Goal 5. Promote an entrepreneurial culture to catalyze economic development
Information Technology Services MI S S I O N ST A T E M E N T Information Technology Service’s (ITS) mission is to provide high- quality, cost-effective and secure information technology services that meet the changing and expanding needs of the University. ITS fosters excellence, innovation, collaborative partnerships, and sound practices in the d e v e l o p m e n t a n d use of i n f o r m a t i o n technology services in teaching, learning, research, and administrative endeavors across the University.
Information Technology Services V I S I O N ST A T E M E N T ITS exists to provide support to Old Dominion University’s core activities of teaching and learning, research, and administrative services by making available advanced academic and administrative technologies to the educational, research, student and administrative communities. ITS provides leadership in the adoption of new technologies and increases efficiencies through active partnerships with these communities.
INFORMATION TECHNOLOGY STRATEGIC & OPERATIONAL PL AN I N T R O D U C T I O N Information technology continues to permeate every aspect of our academic and operational environments. The quality of IT services impacts the advancement of our research, the quality of our
teaching and learning, the efficient and effective administration of our business, and the quality of our interaction with everyone who is affiliated with Old Dominion University. We look to information technology to foster academic and research excellence. The University’s IT resources help recruit and retain elite instructors and researchers through the availability of technology-based tools to support their efforts. Increasingly we look to information technology to help support student success. It equips advisors and gives students access to support resources in a personalized and relevant way. We depend on information technology to enrich the quality of University life. Relationships with students from their initial interest to post-graduation is enabled and enhanced by information technology services. Access to University resources is enabled through mobile and user-friendly online resources. Undergirding these institutional goals is the effective administration of the business of higher education and research. Information technology is a core component to effective and efficient business administration. The use of information technologies will help Old Dominion University realize its strategic vision. CORE VALUES The Information Technology Services strives to embrace a set of core values to influence all of our operational and project efforts. These core values shape our approach to all that we do. Value 1: People are our most important resource. While operating in an environment that routinely embraces challenges with technological and financial resources, ITS recognizes that our human resources are the most valuable key to the wellbeing and success of the institution. Value 2: Collaboration and Partnerships are keys to success. Information technology touches nearly every aspect of University life, which puts ITS in a strong position to understand the interconnectedness and interdependencies that exist and to take a leading role facilitating the discussions that make tangible results possible. Through strong partnerships with key units and through collaborative efforts throughout our institution, ITS can help craft solutions that keep ODU at the forefront of academics and research. Value 3: When we see it, we own it. The idea of “that’s not my job” is foreign to ITS. When we see something that needs attention – whether it is a customer who has a need that is outside of our immediate area of expertise, or a business process that can be improved – we take responsibility for doing our part to resolve the problem or to initiate the improvement. Value 4: How Matters. Success lies not only in what we do, but how we do it. Having a strong plan for what to do is elevated by a strong commitment to doing it in a way that fosters overall and longterm success. Project management, process improvement, operational excellence, collaboration and communication all play parts in how we do what we do. Value 5: Technology is complex and rapidly changing, requiring constant pursuit of new and better solutions that meet the needs of Old Dominion University. ITS is committed to seek out new and better ways to leverage technical advancements to fulfill our academic and research goals, to
communicate new ways to solve age-old challenges, and to proactively adapt to emerging opportunities for efficiencies and for advancement. Value 6: Our job is to make others successful. ITS is a strategic enabler for ODU. Our success lies in our commitment to making others more successful through the use of technology that allows them to reach their goals. Value 7: Students, Instruction and Research are paramount. The reason for the business of Old Dominion University and the purpose behind technology services at ODU is to promote research that impacts our community and to support the instruction and learning that gives opportunities for lifelong fulfillment to our graduates. HIGHER EDUCATION TECHNOLOGY TRENDS Higher Education and the Information Technology fields are undergoing notable changes. A variety of sources reflect recurring themes that help to shape our strategic operational planning. Sources include the EDUCAUSE Top Ten Issues, the 2014 ECAR Study for Undergraduate Students, the 2014 ECAR Study of Faculty, and others. Recurring themes include, • • • • • • • •
Increased use of data for business decisions – Business Intelligence Increased use of data for improved student success – surfacing information for advisors and for students to improve counseling and decision-making Advancements in Learning Management Systems that foster user-friendly experience, student awareness, program guidance and personalized outreach The mobile generation demand for mobile applications and mobile access to online resources Anticipation that network infrastructure will be taxed by the multiplying mobile devices per user on our networks Online learning is a growing competitive market and a market differentiator Cloud and virtualized services continue to grow Increasing demand for an agile Information Technology architecture to support the transitions in both Higher Education and Information Technology.
In addition to these trends, we expect these things to have a bearing on the expectations for Information Technology driven solutions, •
Changing cost tolerance from students, families and the public that translates to reduced Commonwealth funding for Higher Education and increased pressure to minimize personal debt incurred through completing a degree program Increased reallocation of resources to the academic and research missions Increased competition driving market differentiation among Higher Education institutions
2015-2017 STRATEGIC & OPERATIONAL PLAN The 2015-2017 Strategic & Operational Plan incorporates strategic, long-term goals into plans for the next two-years. Undergirding the Universities Strategic Goals are these Key areas: • • • • • • •
Staff Development and Organizational Alignment Infrastructure Development and Support Teaching and Learning Research Infrastructure and Support Support University Priorities Through effective use of Enterprise Applications Development and Support of Business Intelligence Enrich the Quality of Campus Life through Technology Tools and Services
Staff Development and Organizational Alignment Like our technical infrastructure, our organizational development and alignment is foundational to the advancement of University goals. With changes in technology, in business tools and techniques, in teaching and learning strategies, and in user expectations, along with ITS’s unique position of connecting the communities of the University together through technology, ITS can fill key roles as consultant, facilitator, negotiator, builder of partnerships, collaborator and process improver. By looking toward strategic adjustments to the way we make our contribution to the University, ITS can be a strategic partner and enabler across the spectrum of University services.
Partnerships and Alignment: •
Develop and foster key partnerships with Colleges, Academic Affairs, Research, Enrollment Services, Distance Learning, ODU Strategic Communication and Marketing, Administrative support units o Support College objectives o Support the startup-up of College of Continuing Education and Professional Development and Graduate o Support Enrollment Management in ever increasing competitive environment o Support the growth of Distance Learning enrollment o Support continual effort of units in areas of Student Success o Support the Office of Research in their strategic plan o Support continual business improvements with Administrative units o Support Strategic Marketing and Communications with web presence and strategy Realize efficiencies through collaboration –VASCAN; MARIA; e-Lite; Internet2; EDUCAUSE
Staff Development: • • • •
Foster consultant-based and a business analyst model of ITS support services Improve awareness and outreach Look for opportunities for automation of business processes and repeatable procedures to improve operational efficiencies Develop IT as orchestrator of technology in addition to provider of technology
• • • •
Align staff to accommodate data-driven development and data integrations Continue development of project management principles to support ITS and the University Continue development of process improvements, such as the software onboarding process, project intake and change control processes Continue to provide growth opportunities for staff
Infrastructure Development and Support A sound, agile and secure computing and network infrastructure for research, instruction, student success and administrative operations is foundational to the advancement of the university. Robust daily operations mixed with planned disaster recovery architecture create long-term assurance of our ability to advance University goals. Supporting faculty teaching, scholarly activity, online students, mobile users, cloud services, integrated systems, creative teaching options, physical security technologies, datadriven middleware and business development and ever-advancing information security trends are some of the challenges of maintaining a sound and agile infrastructure. Position electronic identity for staff, students and others affiliated with ODU as the enabler of a seamless user experience from initial contact through the lifecycle of their roles and relationship with ODU.
Provide a reliable, available, and scalable infrastructure: • • • • •
Maintain a 5-year infrastructure plan to keep network, server, storage, and security systems current and aligned with institutional goals Research and deploy emerging network, server, storage, and security systems to meet performance and manageability requirements Research and deploy dense deployment, location-based wireless infrastructure with improved guest access Review appropriate sourcing of infrastructure and core services Maintain a disaster recovery strategy, including training, testing and ongoing improvement
Provide a secure infrastructure: • • • • •
• • •
Continue development of a risk management program including risk reviews for new services and ongoing system risk assessments Develop executive oversight and input into the security program through groups such as the Data Management Executive Committee Facilitate development of security strategies for BYOD and mobile device adoption Implement multi-factor authentication to protect accounts with elevated access or privileges. Develop capability across numerous technologies including “next-gen” firewalls, malware detection, intrusion detection and prevention, endpoint protection, data loss prevention, encryption, SIEM monitoring, syslogging and other technologies Develop integration and automation capacity of numerous technologies, such as malware detection, SIEM, firewalls and other technologies Develop an internship model for student employment opportunities for security operations and in support of Cyber Security Programs at ODU Implement advances monitoring techniques to targeted higher risk resources
Provide a Seamless identity and access infrastructure: •
• • • • • •
Collaborate with Distance Learning, Continuing Education, Graduate Studies and the University Registrar to promote an intuitive user onboarding experience and a consistent branded user experience. Support the use of central electronic identity for hosted services as well as other identity\access, application and data integrations Develop middleware support and architecture to enable identity-based, data-centric tools for a variety of key solutions Develop the capability to support a single electronic identity for student employees Develop the capability to support single-day provisioning of electronic resources via electronic identity infrastructure Develop the capability to support international and online-only students within the electronic identity infrastructure Enhance usability of Monarch-Key Single Sign-on via shibboleth workflow, notification and integration into MyODU portal, reducing the dependence on MIDAS account administration
Provide a Robust Core Service Suite: • • • •
Maintain and develop the University Site License program Enhance desktop support to account for other types of endpoints, including mobile device support Develop technologies and use cases for collaboration technologies including email, file sharing, web conferencing Maintain and develop a printing environment to support University print needs
Teaching and Learning The Information Age is characterized by a shift from traditional industry to an economy based on information computerization. Higher Education is being impacted by this shift as data becomes accessible by virtually anyone from virtually anywhere. Teaching and Learning continue to undergo transformation in the face of this high availability of information. By leveraging technology, ITS can support University goals of enhancing academic and research excellence through promoting and developing modern physical and virtual learning spaces.
Evaluate, implement, and maintain a suite of services to support instructional and educational technologies. • • • • •
Evaluate cloud-based Learning Management Systems that foster user-friendly experience, student awareness, program guidance and personalized outreach Develop educational development environments such as WordPress Leverage Lynda.com to support faculty and students Leverage collaboration technologies to support instruction and faculty, student engagement Support distance and online-only learning through infrastructure integration and collaborative projects with Distance Learning and the College of Continuing Education and Professional Development
Maintain a 5-year plan to keep classroom and computer labs current and aligned with institutional goals Develop a classroom sandbox to partner with faculty to explore, experiment with classroom technologies and design such as flipped or scale-up classroom Continue to explore and expand Lecture capture technologies in classrooms Partner with Facilities Management to explore classroom strategies Integrate web conferencing, collaboration technologies in classrooms and to support faculty and student collaboration Leverage virtual desktop infrastructure to support virtual computer labs
Support a Research Infrastructure Plan We look to information technology to foster academic and research excellence. It is a resource to recruit and retain elite instructors and researchers through the availability of technology-based tools that support a wide range of research and instructional efforts. Cutting edge research can be enabled through a secure, dependable and agile computing and networking environment that allows for collaboration and access to high-performance resources.
Support Research • • • •
Maintain a research computing strategy that aligns with Office of Research strategic plan and Continue to develop research infrastructure to support the compute, network, storage, software, and support for growing research computing needs Invest in staff development and computational scientist positions for researcher support and broaden use of computational resources Leverage partnerships with Internet2, MARIA, national labs
Support University Priorities through Effective Use of Enterprise Applications Enterprise applications support a range of services that make up the business of Old Dominion University. The services supported by enterprise business applications range from recruiting and supporting students and employees to the financial services that allow the University to operate. Enterprise business applications allow us to operate effectively and efficiently.
Support university priorities through enterprise applications: • •
Provide business analysis, consulting, and service management for effective use of IT systems and solutions Identify opportunities to develop systems, processes, and access to data, to meet and support university priorities, including o Growth of online programs and enrollments o User experience from prospective student to enrolled student o Student success and retention o Integrated planning and advising o Integration with Research Foundation o Space Management Support the priorities of administrative units in the use of enterprise applications.
o o o
Banner Class revisions BannerXE phased implementation Integration with a new CoVA Cardinal System
Web and Portal: • • • •
Support improvements to ODU’s web and portal brand via Adobe Experience Manager (AEM), MyODU Portal tools, Directory Profile improvements and other ODU web improvements Continue developing strategies for agile device-agnostic mobile application development Support mobile friendly delivery of content and access to web and portal resources Leverage location-based services for personalized engagement
Development and Support of Business Intelligence Data is a valuable asset maintained by the University. Business intelligence (BI) is the set of techniques and tools for the transforming the raw data into meaningful and useful information for business analysis purposes. From University performance analytics to degree and course learning analytics, a strong business intelligence strategy will support the advancement of University goals, supporting agile and informed decisions.
Develop a data model to support improved data analytics, including: • • •
BI reporting dashboards and visualization Administrative\business performance analytics Continue to develop governance and risk administration to attain operational efficiencies and strong data management practices including, o Data Management policies and procedures o Documented Data elements o Data Quality administration o Privacy practices o Data Security awareness and input Research learning analytics at the course level to support advising and coaching
Quality of Campus Life, Customer Services through Technology Tools and Services Campus life increasingly includes both the physical and the virtual experience. Whether a traditional student, an online student, faculty or part of the mobile workforce, we provide options to increase the quality of life. We develop technical tools to enhance the online experience. We provide personalized services that focus on the customer user experience and the business unit objectives. Whether a collaboration tool, or a collaborative approach to service management, ITS is committed to improving the quality of life for everyone who is affiliated with Old Dominion University.
Develop and facilitate the use of unified communications and collaboration tools, such as WebEx, Box, Wordpress and MyODU Portal for specific use-cases, such as: •
Develop an environment to support a virtual office for students to receive services
• • •
Develop tools to support student engagement online webinars and meetings Facilitate distance student business via WebEx, and explore embedding collaboration tools within advisor tools and on the ODU website Utilize communication and collaboration tools to support faculty, staff, and student recruitment, telecommuting, facilitate meetings, etc.
Enhance personalized services and support • •
• • •
Continue to foster a customer-centric focus and develop strategies to improve user experience TSP program: o Continue to enhance the program by collectively leveraging the knowledge and skills of the TSP program to enhance level of support and service o Develop knowledge and understanding of the web support structure and services o Become a partner in developing and maintaining the web environment Adapt targeted ITIL standards to our service delivery and support Develop service management processes that compliment and support project management practices Evaluate replacement of the incident ticketing system