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    KTSC Op-Plan04.doc.doc KTSC Op-Plan04.doc.doc Presentation Transcript

    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Support Services (ITSS) Strategic Goal Responsibility Milestones Measurement Target Status Enhancing Teaching, Responsibility Milestones Measurement Target Status Learning and Research Establish measures of the Susan McLennan • Develop appropriate measures; • KPI's identified Sem 1, 2004 pending services (including costs) of providing Teaching • Ensure all laboratory support is logged through • Costs of support identified. Computer Laboratory Help Desk system; Support • Develop systems for recording data collected; Work in partnership with Susan McLennan • Meet with faculties to understand their needs and • Procedures in place for Sem 1, 2004 • Working party formed with academic staff to ensure issues; academic staff to report FOBPM. all problems in teaching issues; computers laboratories are • Develop procedures for reporting single computer • Key areas of review reported and logged outages in labs; identified. • Develop procedures for reporting major computer lab outages in teaching computer labs; Investigate Student and Mark Ridge • Feasibility Study; • Feasibility report with Curriculum laptop trial recommendations completed; Engaging with the Responsibility Milestones Measurement Target Status Professions and Professional Life Implement a "Best ITSS Senior staff • Ensure ITSS staff have training/understanding in ITIL Framework implemented On-going • All ITSS staff attended Practice" framework for IT ITIL; throughout IT overview or attended Services • Encourage other IT areas to participate; Foundations course; • • Other managers have • Provide the opportunity for an additional six attended Foundations (min) to undertake the Service Management course; Foundations course and exam. Membership to Mark Ridge • Help Desk Institute; On-going appropriate Professional • IT Service Management Foundation; File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 1 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Support Services (ITSS) Strategic Goal Responsibility Milestones Measurement Target Status bodies • ACS Building Partnerships, Responsibility Milestones Measurement Target Status Pathways and Precincts Develop partnerships with ITSS Mangement Team key suppliers ie. IBM, HP, Managesoft etc.) Investigate delivery of ITSS Management Team • Identify what services could be provided by services by students students (ie Student Help Desk, student orientation, ?) Investigate Shared • Utilise CAUDIT licensing agreements; • Best value purchasing of On-going Services -Joint negotiation technology and services. for products and services Improving Outcomes for Responsibility Milestones Measurement Target Status Students and Staff Provide Services catalog Susan McLennan • Service details collected; Service Catalog published for students Provide Services catalog Sharon Johnston • Service details collected; Service Catalog published for staff Establish measures of the Susan McLennan • Develop appropriate measures; • Provide details that ECU usage and its profiles in meets benchmarks for the Megalabs computers provided for students. Investigate setting up an Susan McLennan • Work with relevant departments to coordinate Successful studentf orientations; orientation for students orientation; Investigate setting up an Sharon Johnston • Work with relevant departments to coordinate Successful staff orientations; orientation for students orientation; and staff Work with LDS to develop David Sizer • Work with LDS to define and document training appropriate staff computer required; File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 2 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Support Services (ITSS) Strategic Goal Responsibility Milestones Measurement Target Status training Upgrade Library Student David Sizer/Library • Work with Library to define and document PC's applications required; • Upgrade OS and use Managesoft; Develop seemless IT IT Managers • Change Help Desk name to Service Desk; Service (B) • Ensure all IT service requests are logged through Service Desk; • Work with other groups to resolve issues at beginning; • Remote support for staff computers; • Develop OLA's with ITI, IDS and IS; • Re-initiate Senior IT staff meetings Investigate extending Mark Ridge • Investigate resource implications; support hours • Tender evaluation and selection; Investigate IT – Media Mark Ridge • Work with other managers (ITI and KAS) to Services integrated evaluate options; services Intel SOE MkII Mark Ridge/David Sizer • Tender process; Completion February 04 Tender advertised and responses • Tender evaluation and selection; recieved. • Contract preferred supplier and agree on Service Levels; • Formalise rollout process; • Finalise software for rollout; • Rollout computers; • Manage further puchases and deliveries. Upgrade OS of computers David Sizer not renewed during Intel Library Staff SOE Mark Ridge/David Sizer • Upgrade to XP Provide points in Mark Ridge/Susan Megalabs for students McLennan using personal laptops Help Desk System Mark/Ridge/Ven Boujos • Tender Complete installation of all Help Nov 03(not achievable) Incident Management module • Tender Evaluation and Selection Desk system modules Installed File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 3 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Support Services (ITSS) Strategic Goal Responsibility Milestones Measurement Target Status • Scope formal works • Implementation of Incident Management • Implementation of Problem Management • Implementation of Change Management • Implementation of Configuration Management Enhance Service Level Mark Ridge • Work with the other IT Managers to refine SLA's Comprehensive, understandable Aug 03(in the past, this year) SLA's developed Agreements relating to Service Centres and corporate SLA's applications • Develop SLA for Library • Set timelines for SLA review ITSS staff/resource ITSS Managers • Review CSO rotation Assess the benefits and risk • Move of all ITSS staff from allocation 2004 and of the current CSO rotation Churchlands campus; beyond • Review staff numbers per campus for projected • Greater use and student/staff numbers for 2004 & 2005 understanding of • Review the impact of “Managesoft” to the staff Managesoft environment by desktop, are our resouces where they need to CSO staff; be(do we have the right skilled people) • Transition of Coordinator • Review work-load shifts for co-ordinators roles to align with processes; Self Based training for students and staff Strengthening Responsibility Milestones Measurement Target Status Enterprise and Resource Base Be involved in the design Mark Ridge/Sue • of the new Resources McLennan Building at JO and in particular the Megalab IT Documentation ITSS Managers • Ensure an appropriate level of documentation is available for all ITSS staff; • Strategies to keep documentation up-to-date; File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 4 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Security Strategic Goal Responsibility Milestones Measurement Target Status Enhancing Teaching, Responsibility Milestones Measurement Target Status Learning and Research Increase security of staff and student information. SK Increase staff and student awareness of security Messages on Student Virus issues. Develop Website Provide a knowledge base of Bulletin Board. . policies, procedures and FAQs on line. Information in newsletters. Record number of hits Complaints Strategies to reduce downtime due to security TH Virus management. Client firewalls. Firewall stats Virus management working well. incidents Internet filtering. Spam control. Internet filtering stats . Spam filtering stats Protecting on-line teaching, learning and research TH Virus management.. Client firewalls. Report on viruses, worms, Virus management working well. materials. Trojans being detected and removed. Engage with faculties and schools. Both Information Security reps Access WP Engaging with the Responsibility Milestones Measurement Target Status Professions and Professional Life Attend courses, information SK TH Attend meetings to network and learn Current ACS SK sessions, functions. ACS, Regular WAISSIG SK TH Megabite, WAISSIG, other Megabite SK TH universities, Auscert Tivoli User Group SK TH File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 5 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Security Strategic Goal Responsibility Milestones Measurement Target Status Identifying professional peers SK TH Make contact Meet UWA Met with Marie, Alex, Bruce Curtin Talk with Peter Sinclair Murdoch No contact s here WA Police At WAISSIG – Ted and Tim AFP Regular contact – Steve Elliott Sharing information SK Requests from government agencies and from overseas to use our policies. Building Partnerships, Responsibility Milestones Measurement Target Status Pathways and Precincts Build on relationships with Symantec, AlphaWest and SK TH These are on-going IBM. Work with Help Desk to produce statistics of security- SK TH Have an IS queue on the new Help Desk system so Monthly stats to enable trend related issues. will be able to use that. analysis. Improving Outcomes for Responsibility Milestones Measurement Target Status Students and Staff Improved web site that provides information, Raising awareness of student SK TH downloads and useful links. Need to put a counter on the and staff responsibilities. site. Raise awareness of the existence of the Information Security team. Survey staff and students. Use newsletters to advertise SK Mailing lists, firewall logs, alerts and certs, journals, Number of emails sent out InfoSec web site, Bulletin our services. virus statistics from quarantine server. regarding viruses is now boards and newsletters to negligible. alert staff and students. File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 6 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Security Strategic Goal Responsibility Milestones Measurement Target Status Better reputation for secure, AntiVirus Server and AntiVirus Client Support; Review of IDS systems; stable systems and for monitoring of Firewall Rules and Logs; investigation of security following up incidents. breaches Strengthening Enterprise Responsibility Milestones Measurement Target Status and Resource Base Information Security Management Tools Project SK Product selection. Ranked 1 at SIMSC Internet filtering ITI and InfoSec Websense trial. Further trials of other products. Spam filtering ITI and InfoSec Current trial File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 7 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) Strategic Goal Responsibility Milestones Measurement Target Status Priority Enhancing Teaching Responsibility Milestones Measurement Target Status Learning and Research As per national project milestones ECU fulfils requirements as per As per national project Project proceeding as per national project Library to participate in national project requirements timeframes A Shane, Lisa Jahn ARLIN Aiming to have basic portal in place for 1st semester 2004 • Critical shelving for Educ ML Completion Ongoing to 2007 Dan, Swee Kit, Plan Campus consolidation A • Shelving for JO 2004 Greg, Julia, Ian • Provide cost short term solutions ML • Service available to clients of library Service availability Project completed and e-Reserve service available to all academic staff • Service intergrated into normal operations of Service uptake by academic process integrated into at university. Implement E-reserve A Maureen either KAS or KRO as determined staff operational workflows e-Reserve part of copyright sampling for by end of June 2004 university Jan-April 2004. • Costing of extending library hours Review library/media opening • Continue trial MMR hours A Dan hours • Library survey data • Benchmark with other libraries Develop Information Literacy A Agnes, Julia, Lyn • Outline the ECU Library Information literacy • Above identification of an ECU program plan for ECU Package/Policy. This document to include: • Existing Liberty has been updated. It is o General introduction - A mission statement timely now to 2004 to consider a rewrite to o Information in Practice – faculty programs, consider the information literacy standards and a less linear approach to learning and Orientation, frontline assistance/individual, improve the navigation. Online (link to Liberty/Ask us), Self paced, • Julia’s team has looked at Blackboard and General noted several issues – Large PDF files are o Faculty Research, Embedded, On demand not handled well, students have to be • Take it to LCC and then Academic services enrolled in a Blackboard unit to get for acceptance access. • Take it to the Faculty File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 8 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) • Outline what we have been doing and the • May need to consider Liberty as separate measurement. and link to Blackboard. Need to work • In the policy package, consider student together with Faculty IDs to get the centred learning, lifelong learning and program recognized when revamped. research and include a Flow Chart. • Subject librarians have been notified to consider freely available web learning programs to add to the subject pages. • Need to follow up the link between indoor and the web subject pages [next WAG meeting – Glynis has requested one soon] Implement instruction • Contact Faculties program for academic staff in B Dan + MMR • Book Rooms using multimedia equipment • Plan content Implement LIDDAS end- Waiting for final install of vdx 2.3. A Ian users Policy in draft form Policy written and agreed to by To be completed by Policy tabled at Collection Development Working Senior Librarian Group and LCC end of June 2004 Group Develop Collection B Glynis Policy tabled and approved at Senior Librarian Development Policy meeting Policy tabled for approval at Library Consultative Committee Policy in draft form Policy written and agreed to by To be completed by Policy tabled at Collection Development Working Senior Librarian Group end of 2004 Develop Collection Group C Glynis Management Policy Policy tabled and approved at Senior Librarian meeting Policy in draft form Policy written and agreed to by To be completed by Policy tabled at Collection Development Working Senior Librarian Group end of February 2004 Develop Digital Document Group A Glynis Policy Policy tabled and approved at Senior Librarian meeting Establish a practice for A Maureen Practice agreed to by Senior Librarian Group and Practice approved and To be completed by File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 9 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) collection and presentation of Jeff Murray implemented end of February 2004 statistics showing user Procedure documented and statistics collected uptake of digital services Project Plan to SIMSC in August ECU ready to lodge theses in Project completed and Business Case presented to, and approved by, Participate in Australian Methodology for lodging of theses by end of year digital form to ADT database by process integrated into SIMSC. ECU has officially joined ADT Program. A Lisa B. Digital Thesis Project Software issues explored and sorted by end of end of year operational workflows Project team formed. Project plan in progress. October by end of June 2004 • Annual target for multiple dewey Annual scheduled targets Scheduled for process reached reached completion at end of Stocktake of library collection A Deb • Annual target for stocktake of collections 2006 reached Retrospective analysis of collection and address of Exam paper collection To be completed by Review exam papers copyright issues completed (retrospective and future) fulfils end of 2004 A Maureen/Glynis collection New procedure for future collection development of copyright regulations exam papers completed and implemented Investigation of server options Server space obtained and set ASAP Initial meeting with IDS took place on 12/1/04. Investigate server space A Glynis Server space made available to library for storage up of electronic information resources Redesign of Web OPAC A Lisa Billingham Engaging with the Priority Professions and Responsibility Milestones Measurement Target Status Professional Life • Carcit functions Attendance On going Promote staff participation in • Alia functions B Dan, Glynis professional organisations • Anzil • Stil Review & document • Complete Documentation training B Dan, Ian library/media policies Priority Building Partnerships, Responsibility Milestones Measurement Target Status Pathways and Precincts File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 10 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) Implement TAFE Reciprocal B Ian Agreement Investigate library services as part of MTL, JO Learning C Swee Kit, Greg Precincts Actively participate in Attendance On going A Dan, Glynis WAGUL, Auslg, Caul, etc. Priority Improving Outcomes for Responsibility Milestones Measurement Target Status Students and Staff Determine staff structure for • Multimedia Resources A Dan 2 campus model Ensure all • LDS to arrange for course End of 2004 supervisors/managers attend • Ensure staff attend A Dan, Glynis Process Improvement Course Completed at MTL Establish IT competency Ian, Swee Kit, B Completed at JO levels for staff Greg Completed at CHU Survey written Survey process Draft survey written and distributed Dec 2003. Survey distributed completed by April Results not yet presented. Survey results collated and analysed 2004 Survey KRO customers B Maureen Results presented to senior librarian group and KITSC Management Survey feedback responded to Visits organized To be completed before Organise visits to KRO C Maureen Invites sent 1dst semester 2004 Visits completed Library documentation Documentation system March 2004 A Shane standards available to library staff for use Library website and higher level Before start of 1st Integrate Library/KITSC/ECU A Shane KITSC website operating within semester 2004 websites university web standards File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 11 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) Review procedure determined. To be completed by Visits to WAGUL Bibliographic Services Review acquisitions A Glynis Review performed. end of June 2004 departments organized for first half of Feb, 2004. processes Changes implemented as a result of review. Participate in evaluation of C Dan, Glynis ITIL Establish a staff training plan B Swee Kit, Glynis Map career paths for various A Dan, Glynis Hew levels Improve staff safety/security A Ian C. Promote conference On-going Glynis and Lisa Billingham to attend VALA Feb A Dan, Glynis attendance 2004 Investigate virtual reference B Swee Kit service Establish student focus groups to test key service B Dan areas Develop Library/KITSC Intranet has been developed June 2004 Prototype intranet using Microsoft Outlook in trial B Shane intranet and is in use by staff mode Develop process for making Database license information June 2004 database license information available to academic staff and B Maureen available to academic staff students and students Design and implement an Lisa Billingham B Innopac Champions Group Areas of risk identified and risk Perform risk management Glynis/Maureen management strategies Dec 2004 B analysis of KRO functions documented File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 12 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Library (Knowledge Access Services and Knowledge Resources & Organisation) Priority Strengthening Enterprise Responsibility Milestones Measurement Target Status and Resource Base • Comparison of charges completed. To meet with Dan to discuss all charges, • New schedule of Library Fines prepared. September 2003 Reviews fines & charges A Ian • Recommendation on Document Delivery charges prepared. • Discuss with student focus group Investigate marketing Julia • Implement @your library A strategies Glynis, Dan • Select benchmark libraries Establish Library key A • Establish benchmarks performance indicators • Rodski survey Dan, Glynis A Develop succession plan Develop records Glynis, Dan A managements policy Glynis Audit trail documented Develop an audit trail for the A Practices related to creation of audit trail Correct management of library Draft Policy written, to be tabled as Senior library collection implemented collection as an asset February 2004 Librarian Meeting 30/1/04 Investigate procedure for Lisa B. Method for archiving of Innopac records determined A archiving of Innopac records and documented September 2004 Glynis, Maureen Determine what statistics should be collected and Procedures for statistics Analyse collection of KRO B how they should be presented collection documented statistics Document procedures for collection of statistics End of June 2004 Investigate handling of phone Ian C. C calls Updated Dan 131103 Glynis 190104 File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 13 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Enhancing Teaching, Responsibility Milestones Measurement Target Status Comments Learning and Research Multimedia Projector Charlie King  Existing locations at  Faculty satisfaction  Faculty sign-off.  Mount Lawley  The Media Services Brief needs to be completed Installations ML, JO and CH with new multimedia complete; urgently. (upgrade); and hardware;  Churchlands  New locations complete. (CampusWest JO, Stagehouse II ML,  Building 8A (JO) Building 8 JO). complete;  Stagehouse II (ML) complete;  CampusWest (Building 2) complete;  CampusWest (Building 1) underway; Priority C  Joondalup underway. SNAP Wired Network Chris Blanksby New item.  Wired network points within MegaLabs. Points Priority B Bunbury WAN Steve Johnston  Authority to purchase  Bunbury satisfaction  Bunbury sign-off. New item.  A redundant connection to Bunbury needs to be enhancement with new network established in 2004. There is a greater reliance on  Placement of service. the data network within the University. purchase order  The National Communications Fund (NCF) tender  Installation can be used for selection of this network service. Priority C  Commissioning File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 14 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Wireless Campus Project Chris Blanksby  Tender  Wireless coverage.  Wireless coverage for  SIF funding has been  Due to commence in early 2004 (draft tender all meeting areas, allocated ($385k); documentation complete).  Selection teaching areas and  Implementation 90% of the campus. Priority A  Commissioning Library SunRay Paul Midgley / Keith  Replacement of  Replacement of all  Library sign-off.  Installation complete;  The future of SunRays within the library needs to be Installation and Upgrade Lambert JavaStations in the JavaStations; considered between IT (IT Infrastructure and IT library with SunRay  Initial upgrade Support Services in particular) and Library. hardware;  Library satisfaction complete; with new installation.  Upgrade of software,  Second upgrade etc. to cover Library underway. Priority C requirements Engaging with the Responsibility Milestones Measurement Target Status Comments Professions and Professional Life Collegial Groups Steve Johnston  Identify appropriate  Relevance of  Enhance our New item. IT Infrastructure is currently involved in the following collegial groups which membership against effectiveness by the collegial groups: may be of value to IT IT Infrastructure gaining of expert Infrastructure. activities. knowledge from  AARNet (Australian Academic and Research collegial groups. Network)  Meeting attendance, conference  ATUG (Australian Telecommunications Users attendance, reports, Group) etc.  TUG (Tivoli Users Group)  Appropriate activities  CAUDIT (Council of Australian Directors of coverage. Information Technology)  ACS (Australian Computer Society)  OUG (Oracle Users Group) Priority C  Other Perth Universities File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 15 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Implement a best IT Management Team New item.  IT Infrastructure Library practice for delivery of IT Services (ITIL) Priority A Building Partnerships, Responsibility Milestones Measurement Target Status Comments Pathways and Precincts WALAP authentication Peter Austin  Tender process  Shared authentication  Project completion  Tender complete;  ECU and UWA are effectively in production with the project (including selection); information between sign-off (by all WALAP system; Universities – and Universities);  Hardware installation  Installation and shared services; complete;  Other Universities are working towards production commissioning of systems. hardware; and  Provisioning complete (in production);  The ECU system needs to be networked behind the  Production connection Alteon WSM. between Universities.  Documentation to be completed.  Installation behind Priority B Alteon WSM. Telecommunications Chris Blanksby / Brian  Modification of  Reduction in  Direct  Waiting completion of  Microwave decommissioning scheduled for Restructure Lambert existing networks to telecommunications telecommunications prerequisite works. completion in December 2003; terminate voice services; savings to Faculties services in the Perth (with no service  The tender for telecommunications services is CBD; degradation). expected to be operated in January 2004;  Tender for provision of telecommunications services (as per new Priority B termination point). File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 16 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Develop Partnerships New item.  Cabling – vendor to be selected with Key Suppliers  Media – vendor to be selected  Servers – IBM  Network – Nortel Networks Priority B  Telecommunications – AAPT / Telstra Improving Outcomes Responsibility Milestones Measurement Target Status Comments for Students and Staff Benchmarking and Key Steve Johnston  Selection of  A set of KPI’s per  An agreed set of KPI’s New item.  Sub-projects may be required to implement certain Performance Indicators appropriate KPI’s for section; defined, and in place; KPI’s, and to ensure that appropriate measures are each functional area; taken.  Procedures  Selection of established for  CAUDIT benchmarks will need to be reported, and appropriate KPI’s for provision and should be taken into consideration when IT Infrastructure. maintenance of data, establishing the KPI’s. etc.  Provision of data, etc. KPI’s to be considered: for IT KPI’s  Uptime (e-mail, network, directory services, etc)  Provision of data, etc. for KITSC KPI”s.  Responsiveness;  Throughput;  Systems measures (CPU utilisation, disk usage, Priority A etc). File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 17 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments E-Trust Peter Austin  Connection of  E-trust being used as  Connection of New item.  E-trust is to be used as the authentication source for Blackboard; an authentication appropriate systems. web-based applications. source.  Connection of  E-trust is currently being established as the source Innopac; of Blackboard user authentication via LDAP;  Connection of other internal web applications requiring web authentication as Priority B required; Student E-mail Upgrade Peter Austin  Purchase, installation  Student e-mail  Improved feedback by  Project complete1.  This project is being consumed by the “Student and commissioning of satisfaction; students, as Portal Project”; new hardware and measured by survey. software;  There are concerns that e-mail may not be appropriately addressed;  Decommissioning of ‘echidna’ – old student  The existing student e-mail hardware is not e-mail system. appropriate, is aging, and requires urgent Priority C replacement. 1 New works on the student e-mail system have been commissioned by the Student Services Centre – this work is underway, but is separate to the 2002/2003 e-mail upgrade. File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 18 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Messaging and Peter Austin  Purchase, installation  Migration of all staff to  100% migration.  Purchase, installation  Decommissioning of the GroupWise servers will Collaboration and commissioning of exchange server and commissioning of commence in December, 2003. new hardware and hardware for e-mail; new hardware and software; software complete;  Completion of this project is expected by the end of 2003.  Migration of all  Migration of GroupWise users to GroupWise is  Non-GroupWise users are being targeted as part of exchange; effectively complete. the Intel SOE roll-out (November 2003 – March 2004).  Migration of all  Clean-up stage has POP/IMAP users to commenced. exchange; and  Decommissioning of old GroupWise Priority B hardware. ADS Directory Peter Austin / Chris  Purchase, installation  Decommissioning of  Nil reliance of use of  Purchase, installation  Removal of staff NDS tree will be completed as part Introduction Blanksby and commissioning of NDS (and IPX) within NDS/IPX and full and commissioning of of the Intel SOE roll-out (November 2003 – March new hardware and the entire University decommissioning. ADS domain 2004). software; network. controllers complete;  An ADS upgrade is currently in progress (Windows  Migration of directory  Migration of student 2003 ADS). queries to make use networks to ADS of ADS database; complete;  Decommissioning of Priority B NDS directory; File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 19 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Server Consolidation Keith Lambert  Purchase, installation  Improved server  Approved server  Purchase, installation  Additional tasks as raised by the Server and commissioning of management within replacement policy; and commissioning of Consolidation Steering Committee. new hardware and the University; SAN hardware software;  Approved server complete;  Improved server documentation;  Development of security;  Purchase, installation Server Replacement  Confirmed staffing and commissioning of Policy;  Staffing levels for levels. hardware (other than Enterprise Systems ERP systems)  Confirmation of Support. complete; staffing levels within the Enterprise  Purchase of Backup Systems Group; hardware and software complete;  Commissioning of backup hardware and Priority A software underway. Voicemail Upgrade Brian Lambert / Chris  Purchase, installation  Service improvement.  Provision of network  Waiting completion of  Microwave decommissioning scheduled for Blanksby and commissioning of FAX; prerequisite works. December 2003. new hardware and software;  Provision of voicemail/ e-mail integration.  Decommissioning of existing Voicemail Priority B hardware; Exchange Archiving Peter Austin  Publication of tender  Accessibility of  Optimum performance  Tender process  The issue of ‘archiving’ v ‘journaling’ has been Project archived e-mail and and availability of the complete. raised, and needs to be addressed by IT  Selection the ability retain e-mail exchange server; Infrastructure along with Information Security and as required (without  Procurement Records Management.  Implementation  Backup of exchange underway. the limitation of disk  Commissioning space). data store in 4 hours or less.  Implementation  Time taken to backup planning started. Priority B exchange data store. File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 20 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Modempool Services Steve Johnston / Chris New item.  The Modempool service needs to be Blanksby decommissioned (or substantially changed); In conjunction with IT  Measure dissatisfaction; Support Services  Working party: Ven Boujos, Steve Johnston, Chris Priority A Blanksby, etc. Strengthening Responsibility Milestones Measurement Target Status Comments Enterprise and Resource Base Internet Cost Steve Johnston  Introduction of  Reduction and  Internet cost reduced  Introduction of  Tender for Internet Cost Accounting Software was Management hardware and devolution of internet to beneath $600k; hardware and commenced in September 2003. There were no software tools to cost; software commenced; responses to this tender document. control, measure and  100% of Internet cost manage traffic; devolved to Faculties/  Tender/purchase for Centres by usage. reporting software  Tender for provision of underway. reporting software;  Purchase, installation and commissioning of reporting software;  Provision of Internet Accounting to Priority A Faculties and Centres; Proxy Appliance Chris Blanksby  Product selection;  Proxy use for all  100% of proxiable  Project complete. This item may be closed. Installation purposes; traffic presented via  Purchase, installation proxy. and commissioning of  Reliable proxy service. proxy appliance;  Purchase, installation and commissioning of duplicate proxy appliance; File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 21 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments AARNet PoP – Network Chris Blanksby  Relocation of AARNet  Relocation of services;  Relocation of services.  Project complete. This item may be closed. Restructure PoP (Point of Presence);  Provision of redundant connections to the Internet via Perth CBD; VoIP Project Brian Lambert / Chris  Proof of concept;  Network usage;  Decommissioning of  Proof of concept  IP telephony for voice trunking has been put on Blanksby 1993 Microwave underway. hold.  Product selection;  Service provision (no Network (Metropolitan degradation of Area).  A project for full VoIP will be conducted in  Purchase, installation service). 2004/2005 for installation of VoIP equipment into and commissioning of the Joondalup Resources Building. VoIP hardware (for trunking only);  Decommissioning of 1993 Microwave Priority C Network. Alteon Firewall Chris Blanksby  Product selection;  Firewall protection.  100% of network  Project complete. This item may be closed. Installation protected by firewall  Purchase, installation (between University and commissioning of network and Internet). Firewall;  Purchase, installation and commissioning of duplicate firewall. File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 22 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) IT Infrastructure Services Strategic Goal Responsibility Milestones Measurement Target Status Comments Backup & Disaster Michael Grant / Keith  Development of IT  Documentation  Reference of  IT Backup and  Final Backup and Disaster Recovery document as Recovery Lambert Backup and Disaster completed, accepted implementation plan to Disaster Recovery been approved. Recovery document and implemented. SIMSC. plan is complete and (in consultation with all has been approved.  Planning is required for implementation of the University recommendations of this document. Stakeholders);  Development of implementation Priority A strategy; IT Infrastructure Steve Johnston, Chris  Framework for  Systems, network, New item. Documentation Project Blanksby, Keith Lambert, documentation (ITIL hardware, etc. and Brian Lambert, Peter compatible); procedures Austin documented in a  Creation of secure, but accessible documentation location. repository;  Creation of documentation framework and templates;  Documentation Priority A procedures, etc. File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 23 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Delivery Systems Strategic Goal Responsibility Milestones Measurement Target Status Enhancing Teaching, Learning Responsibility Milestones Measurement Target Status and Research Blackboard V6 upgrade Chris Cooper Blackboard V6 QA available for CMS POC QA accepted QA - December 2003 WIP Blackboard user acceptance testing. User acceptance testing PROD – January 2004 signoff by LDS Courses and Units Database Rick Movick Phase 3 User signoff Phase 3 - October 2004 Pending budget approval Interfaces to other systems Enhancements Packaging for sale Callista Research Lesley Reynoldson Phase 2 Phase 2 – Budget Phase 2 - September 2004 Pending budget approval Development of RAI and ETHICS modules Learning Content Management Chris Cooper Issue RFT Package selected & implemented July 2004 Planned System Unit Information Management Rick Movick Project started User acceptance signoff July 2004 Pending budget approval System UTEI Upgrade Rick Movick Functional requirements User acceptance signoff July 2004 WIP Systems design & build Application Implemented SONIA – Nursing placement Clinton Moore-Crouch Package installed User acceptance signoff January 2004 Planned system Engaging with the Professions Responsibility Milestones Measurement Target Status and Professional Life File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 24 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Delivery Systems Strategic Goal Responsibility Milestones Measurement Target Status Enhancing Teaching, Learning Responsibility Milestones Measurement Target Status and Research Join key Oracle User groups Doug Trewenack Identify membership groups Memberships completed February 2004 Planned Join Microsoft user groups Rick Movick Meymbership subscriptions Memberships completed February 2004 Planned HES HRIS Karen Harris Continuing participation in HES: Reconciliation and Audit completed September 2004 Planned • Concept e8.07 reconciliation and audit Concept User Group Karen Harris Continuing participation Influence on Concept product Ongoing ongoing direction Attend local user group Implementing product incorporating Network via email forum with other user ideas from other user organizations organisations Join Oracle User Group Satish K Bedekar Apply for WA Oracle User Group membership Membership Completed February 2004 Planned Join COGNOS User Group Satish K Bedekar Apply for COGNOS User Group Membership Membership Completed February 2004 Planned Building Partnerships, Responsibility Milestones Measurement Target Status Pathways and Precincts Collaboration with Joondalup City R. Movick Meet to decide framework & explore Opportunities for sharing and March 2004 Planned – first meeting Council opportunities co development identified Explore new channels for revenue R. Movick Package eShop & CUDB eShop & CUDB packaged February 2004 Planned Agreement signed with Completed – Onestop & Redbell Envisage Oracle D.Trewenack Implement BATPROD and CAT9 Databases Successful operation January 2004 Configuring initial cluster server using Oracle’s 9iRAC File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 25 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Information Delivery Systems Strategic Goal Responsibility Milestones Measurement Target Status Enhancing Teaching, Learning Responsibility Milestones Measurement Target Status and Research EMC D.Trewenack ECU/EMC Press release Completion February 2004 Planned HES HRIS R&D Karen Harris Collaboration with other HES universities to HES meeting, agree on focus October 2003 planned develop Business requirements to fast track initiative and BRS developed development in Concept Improving Outcomes for Responsibility Milestonese Measurement Target Status Students and Staff thentication Rick Movick Central Authentication System developed Authenticate staff and November 2004 WIP students for BB, Callista connect, eShop Digital Portal (Staff & Students) Lesley Reynoldson, Foundations and standards User acceptance & signoff July 2004 WIP Doug Trewenack MSC portlet; GPPS and Ehics portlets developed. Australia Post mail barcodes Business Analysts Incorporated into ERP systems In-house mail labels barcoded September 2004 Planned and barcode values incorporated for mailhouses UTEI Upgrade – Phase 2 Rick Movick Web enable unit survey forms User acceptance & signoff July 2004 WIP Customer Relationship Rick Movick SIG (special Interest Group) formed Acceptance by SIMSC October 2004 Planned Management (CRM) Business case & budget submission File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 26 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Strengthening Enterprise and Responsibility Milestones Measurement Target Status Resource Base Callista SMS support Rick Movick Development User acceptance & signoff February 2004 WIP Steve Edwards Interim COFI interface Satish Bedekar Gradware interface ETS changes EPS changes Authentication for Connect Active involvement – prior to Go live Agreement reached for IDS staff roles in Version 6.1 upgrade in September 2003 DBA tasks assigned Other tasks assigned TBA HR Web Kiosk, additional Karen Harris ECU staff email aliases loaded into HR Leave bookings implemented September 2004 Planned functional implementation database and maintained in kiosk for next centre/faculty – phase 1 Develop procedures to automate updating of users for workflow Leave bookings rolled out to other centres/faculties Support implementation of additional functionality Plan for next functionality to be implemented via kiosk Consolidate small & medium Rick Movick Submission for SIMSC SIMSC Acceptance August 2004 Planned systems support SIF Funding bid for additional 3 staff SIF Funding approved Implement ITIL framework Rick Movick IDS Staff to attend ITIL Foundations course Staff attendance and October 2004 Half day awareness certification workshops being conducted. Enter SLA’s with MSC, SSC and FAS Interim SLAs signed SLAs signed with customers Planned – 2 day foundations Enter OLA’s with other units course File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 27 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Increase IDS support base Rick Movick Develop proposal for SIF funding to Lodgment this year Meet SIF submission cut off Planned increase IDS staff by 3. date Technology Skills Training Rick Movick Develop a skills register to support Training schedule completed September 2004 Planned applications and SAN. Staff trained. All training to be completed by Gap analysis completed October 2004 Contingency staff support Rick Movick Develop plan & budget Staff able to provide backup June 2004 Planned support in other systems Training completed Development & Evaluation Rick Movick SOE WIN2K Test and QA servers SOE Win2K servers accepted March 2004 WIP – to be followed up with environments by IDS ITI Oracle Test and QA servers 9i RAC evaluation completed. Oracle 9i RAC Linux on Intel evaluation. FINPROD SAN implementation D.Trewenack Connect nadir Operational systems February 2004 Planning physical move of nadir from Wang room to Migrate finqa Churchlands computer room Test finqa backup and recovery Connect cyclops Migrate finprod Test finprod backup and recovery Externally acquired system R.Movick Supply training as required under discussion support Supply manpower Provide sufficient time and planning for successful takeover Staff Training R.Movick / Oracle 9i to be scheduled D.Trewenack SAN Administration SAN DBTuner File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 28 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Oracle R11i Implementation Satish K Bedekar Project Scope Agreed Project Scoping Document October 2004 Planned Signed Finalize Tender/Quote Specification Tender/Quote Specification Invite Tender/Quotes from selected Signed vendors and Evaluate Tenders Evaluate Tender/Quotes and Project Funding approved Recommend Preferred Project PEP Finalized Supplier Set up new software in Dev env Contract Signed with the Vendor Set up new software in QA env PEP Document Signed User Testing and Acceptance Development Environment Go Live available Post Implementation Review QA Environment available User Acceptance signed off New Software in Production Sign off on Post Imp Review document File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 29 of 30
    • Operating Plan 2004 (Draft) Version 1 Updated 03/02/04 Knowledge & IT Services Centre (KITSC) Cognos7 Upgrade Satish K Bedekar Get Project Funding Approval Project Funds Approved January 2004 WIP Prepare PEP PEP Document Signed Get Additional WEB Licenses Contract signed with COGNOS Upgrade Dev/QA Server Cognos7 working in the new User Testing and Acceptance env Upgrade Production Server User Acceptance signed off GO Live Cognos7 Prod env available Update user Desktop Software Cognos7 in Production Desktop Users using Cognos7 Technology Skill Training Rick Movick Callista Finance Training March 2004 Planned Cognos Training Oracle R11i Training Eshop enhancements Rick Movick Plan development , including interfaces. Plan accepted October 2004 Planned as part of the 11i implementation ONESTOP Upgrade Rick Movick Upgrade Clients to version 11.0 User acceptance October 2004 Planned as part of the 11i implementation Upgrade slip printers Securing web sites Chris Cooper & Chris Plan Plan developed March 2004 Planned Blanksby Establish KPIs Business Analysts Database to collect data develop Accepted by Director KITSC February 2004 Planned Measures and benchmarks established File: /home/pptfactory/temp/20100525081323/ktsc-opplan04docdoc4406.doc Page 30 of 30