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Office of Information TechnologyIT Plan: 2017 - 2020

Strategic ContextMission of OITThe Office of Information Technology (OIT) provides technology-based solutions andservices that support the academic, service, and administrative activities of IndianaState University (ISU). We partner with constituents in all areas to enable the efficientand effective use of campus resources, to promote innovation in research and teaching,and to foster the growth and success of our students.VisionOIT is the campus leader in identifying, implementing and supporting technologies,services and practices that support the strategic priorities and daily operations of ISU.Guiding PhilosophiesOIT must function well at three levels:As a utility, to support the efforts of our customer areasAs a partner and enabler of change and improvementAs a leader and driver of innovationThe first of these levels is about operational excellence. The other two are largelyabout strategic relevance. Our plan is intended to address both of these commitments.

Planning WindowFall 2015:Fall 2015:Spring 2016:Summer 2016:Winter 2017:March 2017:April 2017:May 2017:OIT SWOT AnalysisDell Simplification ReviewEllucian Strategic Action PlanPlan Development BeginsPlan Draft to CIO/Leadership TeamDraft Presentation to OITDraft Presentations to Advisory CommitteesFinalize, Publish

Key Inputs to the OIT Plan Existing roadmaps (e.g. storage, cyberinfrastructure)Existing project portfolioOIT SWOT analysis resultsDell, Ellucian review resultsExternal information sources (e.g. Educause annual issues list)CustomersVendor roadmapsISU Strategic Plan (There’s More to Blue)

GoalsGoal 1: Create a flexible learning environment (2 objectives)Goal 2: Advance the effectiveness and efficiency of our enterpriseapplications (4 objectives)Goal 3: Expand and advance OIT’s level of operational excellence (4 objectives)Goal 4: Create a customer support environment demonstrating principlesof continuous improvement and IT service management (2 objectives)Goal 5: Use the skills, mindset, and creativity of OIT staff, as well as OIToperations, in direct support of student career readinessand student, faculty, and staff success (2 objectives)Goal 6: Support the growth and success of OIT staff in a rapidly-changingIT environment (2 objectives)

Goal 1 Promote innovative teaching/learningObj 1 Create flexible learning environmentInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Initiative 6Initiative 7Blackboard Community EngagementEnhance support for mobility in the classroomIncrease ease of use of Blackboard and other key systemsDevelop and promote use of templates in BlackboardIdentify and implement an attendance toolImplement Blackboard Content MgtPartner with FCTE and DE to actively identify, showcase, and promote innovative useof technology for instructionObj 2 Deliver a high-quality experience to distance faculty and studentsInitiative 1 Develop minimum acceptable technical/quality standards for distance delivery modalitiesbased on current state of the art and learning objectives as well as the method of assessment.Systems to be included are the LMS, lecture capture, video teleconferencing.Initiative 2 Initiate a user’s group to explore, evaluate and propagate the use of new technologiessuch as simulation, virtual reality, remote labs, etc. to enhance online education.Initiative 3 Implement Skype for Business for distance classesInitiative 4 Investigate Yuja to replace CollaborateRelated to: ISU Strategic Plan Goals 1, 6

Goal 2 Advance the effectiveness and efficiencyof our enterprise applicationsObj 1 Advance and simplify environmentInitiative 1Initiative 2Initiative 3Initiative 4Migrate to Banner 9Remove modifications from BannerReplace campus portalReplace current provisioning processesObj 2 Evaluate and implement outsourced solutions for our major enterprise appsInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Initiative 6Initiative 7Initiative 8Initiative 9Develop a framework for evaluationDevelop a contract templateIdentify and implement tools and processes to manage the hybrid environmentMigrate on-premise Exchange to Office 365Implement OneDrive to replace hard drive and individual network storage (H: drive)Move Blackboard to a SaaS environmentEvaluate outsourcing our residence hall networkEvaluate moving Banner to a SaaS environmentContinue with a “cloud first” implementation strategy for purchased applicationsISU Strategic Plan Goals 1, 2, 5, 6

Goal 2 Advance the effectiveness and efficiencyof our enterprise applicationsObj 3 Use analytics for student success and operational effectivenessInitiative 1 Offer analytics support outside Academic AffairsInitiative 2 Evaluate a student-facing analytics applicationInitiative 3 Expand existing framework to include all key dataObj 4 Expand the presence of and improve support for mobilityInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Implement Blackboard mobileImplement Banner mobileImprove support for mobile devicesImprove security for enterprise applications and data in the mobile environmentEvaluate/update the current ISU mobile appISU Strategic Plan Goals 1, 2, 5, 6

Goal 3 Expand and advance OIT’s level of operational excellenceObj 1 Improve customer satisfaction and operational effectivenessImplement project management/ITIl/ITSM (Ph 1)Develop service metrics for all service catalog itemsDevelop lightweight but effective methods to capture and use employee time dataImplement configuration and asset managementObj 2 Deliver cost effective, reliable, and accessible unified communication and data ServicesMinimize redundancy in monitoring and mgt toolsRefresh and upgrade infrastructure in alignment with OIT’s and ISU’s strategic goalsChange the existing network segmentation standardChange the IP address design to prepare for IPv6 and improve efficiency of address managementComplete the UC implementation and eliminate traditional voice where possibleISU Strategic Plan Goals 1, 5, 6

Goal 3 Expand and advance OIT’s level of operational excellenceObj 3 Improve data securityInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Implement a data loss prevention solutionImplement advanced threat protection for emailImplement a risk management programImprove security awareness trainingImplement multi-factor authenticationObj 4 Maintain a resource-efficientInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Review and document our DRBC status, including future plans for enterprise applicationsIncrease use of virtual machines to industry stdCreate an appropriate mix of off-site storage and backupDecrease number of on-campus data centersDevelop a total cost of ownership view for use in evaluating major purchasesand changesInitiative 6 Develop a budget process for OIT that considers environmental and vendor-drivencost increasesISU Strategic Plan Goals 1, 5, 6

Goal 4 Create a customer support environment demonstratingprinciples of continuous improvement and IT service managementObj 1 Ensure appropriate information about tools and services is available to customersInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Develop a knowledge baseDevelop a service catalogImprove the OIT Website – contents and capabilities for customer self serviceImplement a support chat functionDevelop the consultant role to for comprehensive promotion of OIT services to serve missionsof departments supportedObj 2 Build a culture of continuous improvement, and processes where the“voice of the customer” is actively listened for and demonstrably heardInitiative 1Initiative 2Initiative 3Initiative 4Initiative 5Ensure performance metrics are built into operational proceduresDevelop visible, regular, repeated processes for assessment using metricsContinue to improve our processes for gathering and using customer inputVisibly and actively recognize and reward improvementsDefine and implement visible/repeated practices for R&D and planningISU Strategic Plan Goals 1, 5, 6

Goal 5 Use the skills, mindset, and creativity of OIT staff, as well as OIT operations,in direct support of student career readiness and student, faculty, and staff successObj 1 Ensure OIT’s operations support staff, faculty and student successInitiative 1 Regularly evaluate our technology, services, and operations for barriers tostudent successInitiative 2 Create, promote, and support user groups to build and maintain best practices andto ensure effective use of the technologies we haveObj 2 Implement programs to support student career readinessInitiative 1Initiative 2Initiative 3Initiative 4Customer service career readiness certificateBCOE/OIT partnership on technology skills for teacher prepCareer readiness for IT-related majorsFacilitate a digital citizenship initiative, working with Student Affairs, Res Life,Academic AffairsISU Strategic Plan Goals 1, 4

Goal 6 Support the growth and success of OIT staff in arapidly-changing IT environmentObj 1 Support the professional development of OIT staffInitiative 1 Maintain a targeted, funded, assessed program of professional opportunities for OIT staffInitiative 2 Confirm appropriate awards and recognition for OIT staff who accomplishcertified skills advancementInitiative 3 Use the evaluation process to identify a career path for each employeeObj 2 Support the success of staff by planning for and supporting them in times of changeInitiative 1 Actively use our planning efforts to identify upcoming staffing needs and changes18 months to 24 months outInitiative 2 Recognize and work toward advancement and support of staff moving toward newopportunities as changes occurISU Strategic Plan Goals 5, 6

How Did We Assess Our Plan?We assessed our plan against these original key inputs:- Dell, Ellucian review goals and initiatives- Comparison to Guiding principles (utility, partnership, leadership)- Support for ISU Strategic PlanDell Review: Gap Analysis ResultsThe OIT plan addresses 13 of 17 critical gapsEllucian ReviewThe OIT plan includes the major initiatives to move toBanner 9 by December 31, 2018

Comparison of OIT Plan to Guiding PrinciplesGoal 5, Obj 2: OIT staff and operations participate in career readinessGoal 1, Obj 1:Goal 1, Obj 2:Goal 2, Obj 3:Goal 5, Obj 1:Flexible technology environment supporting instructional innovationDelivery high-quality distance experienceAnalytics for student successOIT operations actively support student, faculty, and staff successGoal 2, Obj 1: Advance and simplify environmentGoal 2, Obj 2: Outsourcing where it makes senseGoal 2, Obj 4: MobilityGoal 3, Obj 1: Improve customer satisfactionGoal 3, Obj 2: Reliable, cost effectiveGoal 3, Obj 3: SecureGoal 3, Obj 4: Resource efficientGoal 4, Obj 1: Customer information is complete, reliable, useful, etc.Goal 4: Obj 2: Continuous improvement culture in OITGoal 6, Obj 1: Professional development for OIT staffGoal 6, Obj 2: Staff planning in time of change

OIT Initiatives2017-2020These initiatives areplanned to achieve thegoals and objectivesidentified in this plan.

Fall 2015: OIT SWOT Analysis Fall 2015: Dell Simplification Review Spring 2016: EllucianStrategic Action Plan Summer 2016: Plan Development Begins Winter 2017: Plan Draft to CIO/Leadership Team March 2017: Draft Presentation to OIT April 2017: Draft Presentations to Advisory Committees May 2017: Finalize, Publish