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Events

November 28, 2016
January 24, 2017
March 22, 2017 (joint meeting with IT Professionals)

January 18, 2017
March 1, 2017
March 22, 2017 (joint meeting with IT Strategic Governance)


Presentations

UCF IT Shared Services ITRCC
UCF IT Shared Services Provost's Council
CS&T All-Hands Meeting


Contact: Karen Cobbs, Millican Hall 338
407-823-0256, cobbs@ucf.edu

UPDATE (February 2017):

A Message From Michael Sink
Greetings fellow Knights!  I am delighted to be joining your team during this exciting transition as we create and cultivate our shared services enterprise, UCF IT.  In the weeks preceding my arrival, I have been sincerely impressed with the significant planning, preparation and execution from the UCF IT Transition Team and those that have participated in laying the groundwork for the first cohort joining UCF IT.

UCF has unique needs and strategic tenets that will require careful consideration as we work to provide a service delivery model that effectively meets the needs of our students, faculty and staff.  Together, we will continue to execute the plan for UCF IT, assess progress as we go, and adjust our course as needed.

In the coming days and weeks, I will be fully engaged in listening and learning from you to understand how I can best serve you and all the partners of UCF IT.  I look forward to meeting everyone soon!

Best Regards,
Michael Sink

UCF IT Application Delivery Update
The transition team is making the final preparations for the transition of cohort 1 Application Delivery staff into UCF IT. The staff will move over on February 10th and the team is scheduling an orientation for early March.

Lori Clark and Jason Gilfoil are co-chairing the Application Support Workgroup.  They have developed a template for gathering information about SaaS and hosted applications in use around campus.  Over the coming weeks they will be reaching out to the campus IT community to assist in their data gathering effort.

Jordan Rogers and Chris Faustin are co-chairing the Application Development Workgroup.  They have also been working on gathering information about custom developed applications across campus.  In the coming weeks they will be looking at the project intake process in terms of application development and discussing application lifecycle management.

Cohort 2 Announcement
Dr. Hartman has been meeting with Deans and VPs across campus to identify the areas that will be part of cohort 2.  As a result of those discussions, the following areas will be participating in cohort 2: Regional Campuses, the Office of Instructional Resources, the Office of Research and Commercialization, Center for Distributed Learning, University Libraries, the College of Graduate Studies, and the College of Undergraduate Studies. The UCF IT Transition Team is working on an onboarding document for the cohort 2 leaders that will be joining the effort.  Cohort 2 will officially kick-off on February 24th.  

Transition of remaining CS&T areas 
The two remaining areas of CS&T that didn't have any corresponding functions in cohort 1 will transition into UCF IT on February 10th.  The Information Security Office and Telecommunications areas will become part of UCF IT and begin their transition efforts.  

Our goal is to be as transparent and open as possible during this process. If you have any questions, concerns or ideas that you would like to pass along to the transition team, feel free to reach out to us directly. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.eduanonymously , or the UCF IT Forum Yammer Group

Update (January 2017):

New AVP and COO Selected to Lead UCF IT

Michael Sink, an 18-year technology veteran, has been selected to be the associate vice president and IT chief operating officer for the University of Central Florida’s new shared services technology enterprise, UCF IT.

Sink will start his new position on Feb. 6 after serving as the assistant vice president for Infrastructure and Operations at the University of South Florida, including its Tampa, USF Health, St. Petersburg and Sarasota campuses. While there, he helped lead an organizational restructuring and centralization of USF’s information technology division.

That experience will serve him well at UCF, which is in the process of implementing its own shared services information technology operation with a new organization called UCF IT, part of a larger university-wide IT 2020 initiative.

The new structure will replace UCF’s current Computer Services & Telecommunications and merge it with individual college and division information technology departments. Together, these resources will provide a stronger base to serve students, faculty and staff across the institution.

“My vision has always been to create a more agile and focused IT team that is committed to serving the institution,” Sink said. “I’m so pleased to join UCF and its talented professionals, and to help us move forward with a shared services initiative that will better meet the needs of everyone at the university.”

Sink was selected from a national pool of more than 200 candidates because of his experience leading large, complex, higher education IT enterprises, said Joel Hartman, vice president for Information Technologies and Resources and UCF’s chief information officer.

“Michael is a recognized facilitator and a visionary in technology services,” Hartman said. “He has a strong background in working on large-scale projects, and we are fortunate to have his expertise and leadership at this important point in the transformation of UCF IT.”

Before working at USF for six years, Sink was the director of Technology and Infrastructure and an assistant security officer at RGH Enterprises, a medical supplies company in Ohio. He has also worked as an information technology director and senior network administrator for private and financial institutions in Ohio.

Sink holds a bachelor’s degree in Business Management from North Carolina State University and an MBA from Cleveland State University.

UCF IT recently created its own Support Center and is working to increase adoption across campus of a new university-wide IT service management tool, ServiceNow. Earlier this year, a UCF IT Transition Team was created with representation across an initial six colleges and divisions to help develop the process of migrating to a new enterprise IT structure.

With the hiring of Sink, Computer Services & Telecommunications will complete its merger into UCF IT, along with participating colleges and divisions.

UPDATE (December 2016):This past month ushered in the creation of the UCF IT Support Center and increased adoption of the university-wide IT service management tool, ServiceNow. The Application Delivery transition is underway with working groups formed to begin determining how to realize efficiencies and design a team to support the application needs across campus; this is the last functional area to transition from cohort 1.

Three units are using ServiceNow as their ticketing system for IT issues and requests, and discussions are underway for the remainder of cohort 1 to transition to ServiceNow in the coming months.  In general, feedback on the design and functionality of the ServiceNow service portal was positive, and resulted in some great suggestions from faculty and staff.   We are currently organizing feature requests to expand on this extremely powerful tool to continually improve its capabilities to serve the students, faculty and staff better.

While we continue to focus on the transition of the remaining staff in cohort 1 and beyond, there are several efforts underway in the areas that have already transitioned:
  • The Infrastructure Services team is working to migrate cohort 1 resources into shared services. The SDES server room in HPH was shut down and moved to CSB 107 and DNS and DHCP for CAH have migrated to shared services.
  • The Project Management Office continues work on a standard Project Intake process for UCF IT.  This new process will define the roles and tasks necessary in the lifecycle of a project. 
  • The Support Center working groups are tackling the first major service review and consolidation around desktop and device management. Working with the Infrastructure Services team, the working groups will embark on an initiative to determine recommended practices, standards, policies and procedures concerning devices, peripherals, access and file services.

A follow up meeting to the UCF IT Application Delivery Kick-off was held to get feedback from the community on the concepts discussed to date, you can view the presentation on Yammer. To move this effort forward, three initial working groups have been established:

  • Application Delivery Leadership – providing leadership and direction of the effort; it's composed of individuals from cohort 1 and other leaders of Application Delivery from across campus.
  • Application Management Lifecycle – providing a review of current practices and processes of application management (hosted and cloud apps) and helping to develop a roadmap for how application management will be built within UCF IT.
  • Application Development Lifecycle – providing a review of current practices and processes of application development and helping to develop a roadmap for how application development will be built within UCF IT.

In addition to these working groups, a data gathering effort is underway to understand the resources and applications that currently exist throughout campus. This information will be vital as we look at ways to reduce our application footprint, and develop standard tools and processes needed to build a nimble Application Delivery organization. The Application Delivery Leadership workgroup met on December 1st and began developing an overall roadmap for the effort. If you have not yet had a chance to participate in these discussions and would like to be involved, please reach out to Craig Froehlich. This is your opportunity to shape how Application Delivery will be implemented within UCF IT!

Our goal is to be as transparent and open as possible during this process. If you have any questions, concerns or ideas that you would like to pass along to the transition team, feel free to reach out to us directly. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.eduanonymously , or the UCF IT Forum Yammer Group

 

UCF IT AVP COO Search

The position of Associate Vice President and IT Chief Operating Officer has been created to provide visionary leadership to the new UCF IT organization. Working with an external search firm, more than 200 applications were received. Following a series of airport interviews on October 31 and November 1, the UCF search committee selected three candidates for on-campus interviews. Each of these candidates has extensive IT and leadership experience.

As part of their on-campus interview experience, each candidate will deliver a public presentation focusing on their professional career, their vision for UCF IT, and how that vision will advance the University of Central Florida. We encourage you to attend these public presentations and provide your feedback.

UPDATE (November 2016): The focus of the UCF IT Transition Team this past month continued to be on the UCF IT Support Center and the UCF IT Application Delivery functions. These are the final two remaining functional areas that will have staff transitioning to UCF IT. While the Support Center staff is transitioning into UCF IT this month, the Application Delivery transition discussions are just getting started.

Planning and buildout of the UCF IT Support Center continues. Here is the latest on a few key initiatives:

  • End-user support transitioning: Over 60 folks providing end-user support throughout Cohort 1 transitioned into UCF IT on 11/4. For them on day 1 not much changes; they will still be responsible for providing support for the colleges and divisions from which they came. Within the next few months most will be involved in shaping the UCF IT Support Center, with some staff transitioning to the Office of Instructional Resources to assist with multimedia room (classroom) support.
  • Single point of contact progressing: Student Development and Enrollment Services, the College of Sciences, and Computer Services and Telecommunications will be using the ServiceNow Self Service Portal by 11/21. The College of Medicine and the rest of Cohort 1 follow suit in Spring 2017. We are also working to get closer to one email address and one phone number for all IT support.
  • Directory assistance tier created: Three student employees and on supervisor are now dedicated to the general information line (3-2000) enabling an enhanced focus on IT support issues for folks calling the UCF Service Desk (3-5117). Additionally we have invested in a product that offers Interactive Voice Response (IVR), where folks calling 3-2000 can say what they are looking for, and be transferred automatically. We are hoping to go live with the IVR product before the end of November.
The UCF IT Application Delivery discussions continued this month a kick-off meeting was held on October 18th where all application management and development folks from across campus where invited to attend. Marc Cassidy, David Canova and Craig Froehlich shared some thoughts on how we might begin to organize these functions within UCF IT. A copy of the presentation can be found on the UCF IT Forum Yammer site.

The next steps for Application Delivery include:

  • A follow up meeting to the kick-off to discuss ideas and questions that were brought up at the initial meeting.
  • Begin a data gathering process to understand what application management and delivery functions exist throughout campus today and how they are being managed.
  • Identify and form several working groups to begin to further explore the many topics related to this transition, including application management, application development, database design, UI design, coding standards, etc.
If you have not yet had a chance to participate in these discussions and would like to be involved, please reach out to Craig Froehlich at craigf@ucf.edu. This is your opportunity to shape how Application Delivery will be implemented within UCF IT!

At the ITRCC meeting this month, we took some time out to stop and applaud the transition efforts that have taken place to date. As we work together to build UCF IT, we wanted to recognize the fact that this is a campus-wide initiative and as a community we have accomplished quite a bit in the last 10 months in our quest to create UCF IT. In addition we recognized the contributions of two individuals who are our UCF IT Superstars of the month:

  • Pam Jones who has exhibited the core values of Professionalism and Responsiveness. She has been an extraordinary help in shaping the framework for knowledge management. Taking the raw materials from the working group, previous working documents, and the scope document for phase 1 of knowledge management, she created a professional and manageable guide to approaching and filling in the gaps so the working group could come together and focus on these items in a more organized and lucid focus at creating a user-focused knowledge base service. She has also helped with the framing out of the UCF IT Support Center program.
  • Chris Martineau who has exhibited the core values of Collaboration and Professionalism. He has stepped-up to help out the knowledge management initiative multiple times, taking the lead with Chris Tellez to dive deep into Service Now to find out some technical capabilities for knowledge article forms, coordinating with UCF IT’s Service Now team to determine the differences between instances, setting up another Service Now developer instance and mirroring part of UCF’s configuration, and keeping an energized and positive attitude every step of the way. In addition, he has provided valuable input into the UCF IT Support Center as a member of the voluntary leadership group.
Congratulations Pam and Chris and thank you for going above and beyond for UCF IT!

Our goal is to be as transparent and open as possible during this process. If you have any questions, concerns or ideas that you would like to pass along to the transition team, feel free to reach out to us directly. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.edu, anonymously, or the UCF IT Forum Yammer Group.

UPDATE (October 2016): The focus of the UCF IT Transition Team this past month has been in two main areas, the UCF IT Support Center and UCF IT Application Delivery. These are the final two remaining functional areas that will have staff transitioning to UCF IT.

The UCF IT Support Center effort is in full swing, and is a real collaborative effort with folks participating from all areas of campus. The staff from cohort 1 that are part of the Support Center effort will be transitioning to UCF IT on November 11th. Below are some of the accomplishments this month:

  • Established an “Operator and Directory Assistance” tier to separate the duties between the 3-2000 line (general UCF information) and 3-5117 (UCF Service Desk). We have three trained students and a supervisor overseeing this function, freeing up our IT staff to deal with more technical calls, and allow them to improve documentation in our ticketing system to provide better service.
  • Continued work on the ServiceNow migration. SDES and COS will transition to ServiceNow in November, and we are finalizing testing to launch a new, customer-friendly self-service portal. The College of Medicine and the remainder of cohort 1 will transition in the coming months.
  • Established three working groups with IT folks from across campus:
    • The Client Experience group is working on the “what”: identifying the IT services and support provided across campus so we can work toward consolidating them around best practices.
    • The Functional group is working on the “how”: discussing the procedures and ways support is being provided today, and analyzing other potential opportunities employed at other universities.
    • The Knowledge Management group is making progress on migrating AskUCF into ServiceNow, and developing a standard operating procedure (SOP) around how we bring and develop support documentation under one shared knowledge base. The SOP will be the blueprint for implementation in phase II of knowledge management.
  • Discussed how UCF IT Infrastructure Services and the UCF IT Support Center can collaborate to create a better support model for our stakeholders. JP Peters and Bob Mello will be sharing ideas that produce win / win / win results (IS Team, Support Center, and most importantly our stakeholders) at the October Strategic Governance meeting.
The UCF IT Application Delivery discussions began this month between the transition team and some key leaders across campus. If you recall the functional chart we put together earlier this year, Application Delivery consists of application development, application management, identity and access management, and database services. While all of these functions may not live within Application Delivery in the final design of UCF IT, they are functions necessary to deliver applications. Our current discussions have focused on application development and application management. The team has begun to brainstorm on how these functions might be organized under UCF IT. Our goals are to reduce redundant efforts, develop common application delivery practices, provide better data access and meet the business needs of the University and its units. In October, we will begin gathering data from the various application groups on campus, and start meeting to discuss how we will organize UCF IT Application Delivery. If you would like to participate in these discussions, please reach out to Craig Froehlich (craigf@ucf.edu).

In addition to these main efforts, the search for the new Associate Vice President and IT Chief Operating Officer continues. Airport interviews were scheduled for the week of October 3rd, but had to be cancelled due to Hurricane Matthew. These interviews are currently rescheduled for the end of October, and after the round of airport interviews the search committee will select their final candidates. These candidates will be invited to an on campus interview at which point there will be open forums held for staff to meet the candidates.

Our goal is to be as transparent and open as possible during this process. If you have any questions, concerns or ideas that you would like to pass along to the transition team, feel free to reach out to us directly. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.edu, anonymously, or the UCF IT Forum Yammer Group.


UPDATE (August 2016): Summer has been a busy time for UCF IT. In addition to the first moves of staff into the new organization, work has begun on the Service Desk transformation, the migration of cohort 1 units to ServiceNow and the definition of the new UCF IT job families.

With regards to the new staff joining UCF IT, the Program and Project Management, and Infrastructure Services staff were transitioned to their new teams in UCF IT. In all 57 staff joined the new organization. The first UCF IT orientation was held on August 3rd for the staff and since then they have begun meeting with their new leaders to start the transition to their new roles. As we advance beyond "Day 1," we anticipate to see changes in how services and processes are accomplished; however, we expect the same level and quality of service from the new teams in respect to their former colleges and division.

The Service Desk transformation efforts kicked into high gear this month. Working with Jon-Paul Estes, JP Peters has taken a lead role in organizing this effort. The effort has been renamed the "UCF IT Support Center." Several working groups have been created to address areas including service desk, desktop support, knowledge management, as well as the faculty, staff, and student experience. Volunteer leaders for these workgroups have been identified from the cohort 1 community, and anyone is welcome to join these working groups. In addition, an expectation and experience survey is planned to be distributed to all UCF faculty and staff to help better guide and inform our focus of services.

The project to move cohort 1 units to ServiceNow for incident and request management processes is officially underway. In anticipation of this project, the ServiceNow team was also moved into UCF IT in July and consists of staff from CS&T and SDES. Omar Radwan from the UCF IT PMO is managing this effort. Phase 1 is focused on getting SDES, College of Sciences and College of Medicine transitioned and is scheduled to be completed by November.

Lastly, the UCF IT Transition Team has been working with Karen Cobbs from the IT&R Business Center to define the new UCF IT job families. When the IT2020 effort kicked off, Dr. Hartman presented the concept of defining new career ladders for our IT staff. The work currently being done will address these new ladders and is being based on the most recent Mercer job families.

Our goal is to be as transparent and open as possible during this process. If you have any questions, concerns or ideas that you would like to pass along to the transition team, feel free to reach out to us directly. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.edu, anonymously, via the UCF IT Forum Yammer Group.

UPDATE (June 27, 2016): A search for an Associate Vice President and IT Chief Operating Officer will begin July 1, 2016. The Associate Vice President and IT Chief Operating Officer (AVP) is a newly-created position that will play a prominent role in designing and developing UCF IT and will lead it with primary human resource, budget, financial, policy, and operational responsibility for academic and administrative computing, telecommunications services, cyberinfrastructure, and the Technology Product Center. The AVP will be responsible for effective relationships with UCF colleges and divisions, vendors, service providers, and other key constituencies. The AVP must be a strategic and highly experienced information technology leader with demonstrated success in fostering collaboration and innovation while leading a large enterprise-level information technology organization that serves a complex institution with diverse missions. The UCF community will have an opportunity to meet the candidates and provide feedback. A list of the search committee members can be found here.

UPDATE (May 13, 2016): As presented on May 13th, a first draft of the UCF IT functional organization chart has been developed. The development of this chart was a collaborative effort between the UCF IT transition team, CS&T, Dr. Hartman and our RSM (formerly McGladrey) consultant Craig Finley. Though it may look like it, this chart IS NOT meant to be a traditional organization chart. The purpose of the chart is to take the previously identified "work to be done" and illustrate how the functions could be organized into logical groups. This is the first draft of the chart and we encourage and welcome your feedback. Please take the time to review it and provide feedback via email at IT2020@ucf.edu, anonymously, via the UCF IT Forum Yammer Group, or by speaking with anyone from the transition team.

The IT functions page (click here) has been updated with a new list thanks to the great conversations and feedback received from the campus community. The latest version includes numerous additions and an updated Development section reflecting the community’s input. Please review and continue to provide feedback as we work collaboratively to bring UCF IT together.

As we build out UCF IT, we are first looking at the spectrum of IT areas of specialization that exist and could be expected to become part of the new organizational structure—what we have called “the work to be done." Of course, there will be positions with responsibilities overlapping various areas. The developed list was a first attempt to define and organize the various functions being performed today and capture those that are needed within a new organizational structure. Members from the UCF IT Transition team and CS&T worked collaboratively to develop this list of job functions and help define “the work to be done.” We are also trying to identify new or expanded functions that may be considered part of the new organization. As these functions are identified to fill the organization, they may span multiple areas. This is not intended to be the final list, but rather the beginning of a comprehensive view of the work being performed in the UCF IT community.

Over the coming weeks, members from the UCF IT Transition team will attend various committee, sub-committee, and working group meetings to discuss these functions and answer any questions the community may have. We encourage the community to attend and participate in these discussions. Your feedback is vital to the success and delivery of this new organization, all input is welcome. In addition to reaching out directly to the UCF IT Transition team, you can provide input via email at IT2020@ucf.edu, anonymously, or the UCF IT Forum Yammer Group.

McGladrey's UCF IT Shared Services Assessment


Information Technologies & Resources is working with McGladrey, an international consulting firm, to advance UCF’s academic mission through innovative technology services and support to the university community. Through this shared services project, we will enhance services for faculty and staff through more effective organization of resources and functions; increase security; and reduce redundancy and duplication of efforts across UCF. This is envisioned as a multi-year project, which began in October 2014 with McGladrey’s review of UCF’s administrative functions and organizational structures, operations, and processes related to Information Technologies. In the coming weeks, Information Technologies & Resources will be convening several committees comprised of university leadership, deans and IT representatives from across the colleges to discuss next steps and make recommendations on functions and resources. These meetings will be noticed on this website, along with the lists of committee members and points of contact.

We are pleased to introduce the UCF IT Transition Team – Cohort 1

The UCF IT Transition Team will work with their respective colleges and divisions to provide service continuity and work collaboratively to help design and develop resources and services that will benefit both their respective constituencies and UCF as a whole.


Bryan Sevinger
UCF IT
College of Health
and Public Affairs
Bryce Jackson
UCF IT
College of Arts
and Humanities
Craig Froehlich
UCF IT
Student Development
and Enrollment
Services
JP Peters
UCF IT
College of Sciences
Joseph Alcala
UCF IT
Larry Jaffe
UCF IT
College of Education
and Human Performance
Richard Caldwell
UCF IT
College of Business
Administration
Join the UCF IT discussion on Yammer: UCF IT Forum Yammer Group.
We welcome your feedback.
You can also contact us at IT2020@ucf.edu.