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Frequently Asked Questions

> Why aren’t we requiring experience in technologies outside of Oracle and PeopleSoft?

This question is related to the ERP Director search. The position is just a repost of the original position that was vacated and filled on an interim basis. The time has come to post the position and fill the ERP Director position on a permanent basis.

> Will UCF IT be involved in the selection process?

Yes, Bryce Jackson will be on the search committee.

> Are there plans for multiple Directors of Development, one for providing ERP service, one for Custom Application Development (read 850 apps), one for Data/System Integrations, etc, or will this director oversee all aspects of development?

Yes, the ERP Director will be the first Director position into UCFIT. Once UCFIT addresses custom application development as an enterprise shared service, a second Director position will be created. Long term, there will likely be an Executive Director position created to oversee these and any other areas of development.

> Will the creation of UCFIT help accountability problems between IT units? Right now, we are seeing a lot of problems with OIR blaming Telecom for bad wiring when it is OIR's wiring that is broken and other similar problems where OIR just doesn't follow through on investigating or finishing repairs?

While OIR is not initially part of UCF IT, one idea is transferring full ownership of most learning spaces to OIR. This provides for a level of strategy and accountability by the unit best suited to manage learning spaces. As we build IT as a service delivery organization, the idea of service ownership should help establish the accountability needed to provide the level of service our students, faculty, and staff expect. The CIO expects his departments to play well with one another and if any conflict such as the one mentioned rises to his attention the writer can be assured that it will be resolved.

> Do we already have an IT technical writer?  When I notice a new procedure that users may or are having difficulty with I write a one page or longer instructional sheet with screen shots and steps. Mainly for information that isn’t always on the UCF sites or may be slightly different in the regions.  I do this quite a bit and just realized how much a part of “my” job it is.  It makes my job much easier in the long run.
How to activate your printer FOB
How to use the UCF WiFi
Links to helpful and important sites
Software help sheets
Skype help sheets – logging back in after a password change when not on the net domain
How to connect to the regional campuses domain (for IT)

IT&R does have a writer for the IT&R newsletter and the unit also has access to the marketing liaison to Academic Affairs. Knowledge management (an ITIL process) is being embraced by UCF IT. Finding ways to document the services we support so that students, faculty, and staff can help themselves will be crucial to providing the level of service they deserve. While the function of Technical Writer was not initially identified as a separate functional role, it is a component of Knowledge Management and will be a critical component of UCF IT.

> From meetings we have had with new supervisors, certain things have been promised. Come to find out in order to fulfill these promises, funds have to be obtained from the "deans". This is concerning. I have heard over and over that the IT2020 cannot fail. Is the provost not providing any funding? or is the funding going to all the new management positions being created? This is one of many red flags I have already seen. It appears the team members coming in that are not already part of CS&T are really getting the short end of the stick. If some equality is not established quickly, UCF IT is going to loose many talented individuals and UCF IT will be the status quo CS&T that exists today!

Funding for UCF IT will be provided from multiple sources. We expect the respective colleges’ IT salary and staff operating budgets to come with them. UCF IT will, from our own funds, provide other support to incoming IT staff. According to the RSM (formally McGladrey) study, the university overall is spending the appropriate amount of funding on IT; however, financial resources may be utilized in a more efficient and effective manner to provide services to the campus community. It is correct that no additional central funding has been provided for the IT2020 initiative, but that is not an obstacle to our progress, nor does it mean that future funding may not be obtained.

> I think the centralization of IT services has been something we have needed for quite some time and I am happy we are finally moving forward on it. I am VERY worried about the execution of the various tasks. I understand that not every IT person currently at UCF can be invited to every meeting, and that Dr. Hartman and the transition team feel they are being very transparent, but I think the transparency is lacking quite a bit. Org charts, timelines, plans, and I'm sure soon policies are being developed with limited feedback from the IT Community around UCF. IT Pro and IT Governance committee meetings agendas and minutes are published, but some of those minutes are lacking an incredible amount of valuable detail. Further, every formal meeting the transition team has in relation to ANYTHING having to do with UCF IT should have detailed minutes available to all IT staff on campus.

The fact of the matter is, Cohort 1 and CS&T are going to be making big decisions which will impact the IT technical and human environments for many years to come - they should be presenting all of the work including their own internal first drafts of documents and comments and revisions to us and welcoming feedback. This could actually help build our trust in cohort quite a bit. Those not in cohort 1 are going to get the short straw in a lot of matters, and there are many experts outside of cohort 1 whose input and knowledge is being undervalued.

We are exposing all plans, decisions, meetings, and such to the community through a variety of means: published meeting agendas and minutes, the IT2020 Website, the IT&R Newsletter, broadcast emails, Yammer, and listservs. All meetings of the IT Strategic Governance Committee and the IT Professionals Committee are open, and anyone can attend.

It is possible that decisions may be made during the transition of Cohort 1 colleges and divisions into UCF IT that will affect the entire campus. Planning can’t stop because of the many decisions that need to be made as part of the formation of UCF IT. You might take that as a reason to persuade your dean and colleagues to be ready to join Cohort 2 so that you can get in on the action.

> What is IT2020?

IT2020 is a university initiative to advance UCF’s mission through innovative technology services and support for the university community. By establishing a shared services model for information technology, IT2020 will reduce IT resource duplication and redundancy and focus resources to achieve improved service levels and increased information security at lower overall cost. The IT2020 initiative is in response to an institutional IT review by RSM, an international consulting firm (formerly McGladrey), and RSM continues to work with UCF on project implementation.

> What did RSM (McGladrey) find in its assessment of UCF’s IT services?

The primary findings were a lack of consistency in how IT services and resources are managed and delivered across campus, as well as numerous services and resources that were duplicated across the institution. Other findings revealed opportunities to improve IT service delivery, such as upgrading and expanding the IT service desk. Finally, RSM found the university’s IT workforce to be fragmented, with inconsistent titles, duties, and compensation and constrained career growth opportunities.

> What is UCF IT?

To achieve the potential of the IT2020 vision, implement a shared services IT service delivery model, and afford university IT workers a deeper career path, an entirely new central IT unit--UCF IT—was established on January 4, 2016. On that date, seven IT managers from colleges and divisions that volunteered to be the first cohort, along with the manager of UCF’s IT Shared Services Center, came together to form the nucleus of the new UCF IT organization and serve as a “transition team.” As additional capital and human resources merge into UCF IT, it will replace the existing structure, including Computer Services & Telecommunications and individual college and division it departments. Together these resources will provide a much stronger and more sharply focused resource base to serve faculty, staff, and students across the institution.

> How will the IT2020 initiative and the new UCF IT organization help our university, our employees, and our students?

IT service units across the institution are under-resourced and struggling to keep up with demand, while at the same time there is extensive duplication of facilities and resources across departments. By combining existing resources into a single entity—UCF IT—capacity will be created that can be devoted to improving and extending support services. An example is a 7-day by 24 hour service desk.

New IT governance structures have been created. The Information Technology Strategic Governance Committee, consisting of deans, vice presidents, and others, has been given responsibility and authority to guide the development of IT strategies and policies and to prioritize institutional IT projects and investments. The IT Professionals Committee, consisting of leading IT practitioners from across campus, will facilitate the development of IT initiatives and policies.

> What is the timeline for developing UCF IT, and who is leading the project?

UCF IT exists and will be fully developed over fiscal years 2016-2017 through 2017-2018. A specific time line for the next phase of UCF IT development will be released to the community very soon. Leadership is coming from the transition team, the CIO’s office, CS&T staff, the governance committees, and RSM consultants.

> Are IT staff being absorbed into UCF IT in waves? If so, how will roles be decided?

IT functions that have both a college-division component and a central IT component will be merged into UCF IT simultaneously. An organizational functional chart and position organization chart will be released to the community, describing the structure of UCF IT at each stage of its initial development. IT functions that do not have both a college-division and central IT component will merge into UCF IT at a later date.

> I am an IT professional in one of the first cohort’s colleges or units. What should I do, and how am I impacted?

You should continue to work with your division or college’s Transition Team representative as plans evolve for the new UCF IT structure. You might also review the list of campus IT functions at with future IT career opportunities in mind. When the date arrives on which your IT function will merge into UCF IT, you will become an employee of that unit and you will join a larger team with a campus-wide scope of responsibilities.

> I am an IT user in one of the first-cohort colleges or division. How will this project impact me?

You will continue to receive the same level of IT support as before. Please follow current procedures for requesting IT support. Any future changes in personnel or processes will be communicated to you via your college or division’s IT team.

> Is the functions list that is on the UCF IT/IT2020 site final?

No, this list is a work in progress. The UCF IT Transition Team is actively meeting with groups across campus, and they welcome any and all feedback. If you have input feel free to reach out to a member of the team directly or, you can provide input via email at, anonymously or the UCF IT Forum Yammer Group.

> It seems some areas of the functions list are more granular than others. Why is that?

In some cases, the functions list was much more skill-focused than function focused because the skills and tools may evolve. Instead, our intent is to focus on the function that the skill is providing. For example, instead of listing all of the Office 365 tools in the cloud separately (Yammer, Delve, Skype, etc.), the Transition Team chose to show it as Office 365 Administration – or Cloud SaaS Administration.

> Why was database administration included as part of the Application Development section of the functions list?

The posted draft is a work in progress. We want the development and database communities, as well as everyone from any of the functions listed, to weigh in on their respective sections. In the current draft there is a new section titled Database Development. The section is separate in order to illustrate that database development supports both application development and application management. The list also includes a revamped Application Development section that does a better job of reflecting the innovative work we do at UCF. If after reviewing the new section you still fell we have missed the mark, please let us know. You can reach out to a member of the UCF IT Transition Team directly or, you can provide input via email at, anonymously, or the UCF IT Forum Yammer Group.

> Why are no Communications and Marketing functions listed under IT Support Services? Don’t we need to tell the UCF community about our services?

Communications and marketing of our services will be an important part of making UCF IT successful, and have tasked the UCF IT Transition Team to make recommendations for where this services best fit and how they will be executed.

> Is the IT2020 plan considering Regional Campuses? If so, we have many events that IT supports, maybe Event Support could be added under Classroom Support?

The IT2020 initiative does include Regional Campuses, and it also includes learning space (classroom) support.