Loyola Marymount University – in LA, private Jesuit universityApproximately 10,000 faculty, staff and students in our communityIn the fast-moving environment of education, the latest technology comes in each year with a new batch of students. Basically, IT has to evolve or it will be replaced.The four key areas I am focusing on today are consumerization, the cloud, outsourcing, and social media.
Mainframe > work PCs > home computer >work@home computer > BYOCThis last phase happened practically overnightThe same thing happened with mobile phones and devicesAnd there are cameras on ALL of these devicesLMU IT doesn’t choose the HW students use at school, they do. The same is happening with faculty and staff now. Holiday seasons are starting to become less fun for IT departments that are unprepared.
The network is for saleThe servers are for saleEmail is freeProductivity software is available 24/7Data can be anywhere they want
I just want to point out the “circumvent slow institutional processes” part… evolve or die.
I would point out that geo-location knowledge is the new trendYouTube can easily be the biggest win in an organizationYou must have a social voiceIGNORING IT WILL NOT HELP…I know it’s 2012 and all, but these four are not the Horsemen of the Apocalypse. They are something else.
Now I want to talk about how we are being proactive in engaging these changes in paradigm at LMU
1st, Replacement Technologies are good for you!Point out:Explain the mashup: (This graph is a combination of the Gartner Hype-Cycle for Education and a Stategic Technology Map, similar to the Magic Quadrant)The top quadrant is the hot spot since your have buy-in from both segmentsA Lot of these play into a major changes for education: interaction and location-free learning (words: social, mobile, capture)CRMSocial LearningMobile LearningCloud OfficeSocial MediaTablets
Here is a thought around why you might start considering this: (play the Gartner slide)Personally, my first question for every vendor selections is “do you have a social component and a mobile app”?
READ THIS SLIDEService Now has given us this tool.It engages all 4 areas (leverages consumer experience, PaaS, not in our datacenter, social integration)Two major keys that benefit us as a service organization:Data Integration (web services)The workflow engineWe can build all of our existing an future services now on this platform
Now that we have this platform/partner with Service-Now, what can we chase at LMU that would be improved services in the 4 key areas?
Let me talk a little more specifically on what we have done with Social IT today and why…
This will be my ONLY top 10 list, I promise.But here are some really important reasons IT should leverage Social Collaboration as a service offering or communication platform
Here is where we would like to integrate all of these new service offerings
AOL: Lots of stuff going on. Canned experience. Early gamification: “you’ve got mail”Yahoo: Still lots of stuff going on, but you were going here to check email or your fantasy football teamEngadget: We evolved a bit and now we focus our attention on specific topics, not just masses of information. More journalistic.MyLMU: our current portal attempt. Not sexy. Not content rich. They use it only because they have to. Not a destination.Facebook: What’s the major difference between this one and the last 4? Who creates the content.When we relaunch our service portal, I want to make sure I’ve done the following:Become a destination, not a necessary evilMaintain content (or let my users do it)Lead with servicesEmulate the user experiences they are used to having
Note that market pressures are changing the resources that IT needs to develop in order to offer better services.Or to put it another way: gamification.Remember that portal I just finished talking about… now it needs to go here: (show my mobile phone)
Social media is a major new channel to finding answers both internally and externally. We need to devote some resources to leveraging this technology.Reinforce “experts on demand”
Evolve or Be Replaced, Knowledge 2012
Evolve or Be Replaced:Transforming ITat Loyola MarymountADAM MASONMANAGER OF CLIENT SERVICESLoyola Marymount University