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Servicing 'Core' and 'Chore':
A framework for understanding a
Modern IT Working Environment
Joe Nicholls and David Harriso...
Key themes and issues
• Services  External versus Internal
• Perspectives  Personal versus Organisational
• Work tasks ...
The Modern Working Environment
The Modern Working Environment
central
services
The Modern Working Environment
The Modern Working Environment
central services
Automated
signatories
recruitment
Total projected activity (TPA)
construct...
The Modern Working Environment
‘Utilities’ - potentially
commodity services?
central services
Automated
signatories
recrui...
central
services
The Modern Working Environment
MRE MLE
central
services
Timetabling
Enquirer-to-student
process
Online student
application
process
Placement
application
...
central
services
The Modern Working Environment
VRE
MRE MLE VLE
central
services
Discussion
lists
Question
& Test
Content
repositories
Learning
objects
Wikis
Blogs
Bookma...
central
services
World Wide
The Modern Working Environment
↑ Opportunity
↑ Capability
Emerging external services:
↑ vast v...
The Modern Working Environment
Personal
Learning
Environment
World Wide
The Modern Working Environment
World Wide
Personal
Teaching
Environment
The Modern Working Environment
World Wide
Personal
Research
Environment
The Modern Working Environment
Principal
Investigator
Research
Fellow
PhD
Student
World Wide
chore
World Wide
My Working
Environment
core
World Wide
My Working
Environment
Finance
management
SSO &
Shibboleth
Room
booking
Staff
recruitment
Procurement
Payroll
Policies &
Procedures
Staff
develop...
Collaborative
authoring
Research data
management
Blogs
Collaborative
workspace
Shared
Bookmarks
Access to
IP restricted
re...
Room
booking
Staff
recruitment
Procurement
Payroll
Policies &
Procedures
Staff
development
Staff sickness
& absence
Intern...
Room
booking
Staff
recruitment
Procurement
Payroll
Policies &
Procedures
Staff
development
Staff sickness
& absence
Intern...
Are we getting the balance right?
The Modern Working Environment
My Working
Environment
World Wide
Seeking
Retrieving
Managing
Manipulating
Creating
Disseminating
Exchanging /
Communicating
ACTIVITY
e.g.,‘Identify
Funding...
Mapping work activities to services
e.g., First task in grant application process: Identifying Funding Opportunities
Data ...
ACTIVITY Service
provider
ACTIVITY
Learner,
Teacher,
Researcher
Enablement through Partnership
ServicesEducation Requireme...
central
services
Researcher
VRE MRE
central
services
Researcher
VRE MRE
central
services
World Wide
External
Third-party
Services
Researcher
Researcher
VRE MRE
central
services
• No development
• No control
• No awareness
• Benefits realisation?
Enablement:
• Edu...
Researcher
VRE MRE
central
services
• No development
• No control
• No awareness
• Benefits realisation?
Enablement:
• Edu...
Researcher
VRE MRE
central
services
governance
?
VRE MRE
central
services
Researcher
Business change
Business Change
Servicing 'Core and Chore': A framework for understanding a Modern IT Working Environment
Servicing 'Core and Chore': A framework for understanding a Modern IT Working Environment
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Servicing 'Core and Chore': A framework for understanding a Modern IT Working Environment

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Presentation given to IWMW in Summer 2009

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Servicing 'Core and Chore': A framework for understanding a Modern IT Working Environment

  1. 1. Servicing 'Core' and 'Chore': A framework for understanding a Modern IT Working Environment Joe Nicholls and David Harrison Cardiff University
  2. 2. Key themes and issues • Services  External versus Internal • Perspectives  Personal versus Organisational • Work tasks  Service Design and Management • Technology in context  Holistic service provision • Enablement  Education and Requirements • External Third-party Services  Governance ... more questions than answers!
  3. 3. The Modern Working Environment The Modern Working Environment
  4. 4. central services The Modern Working Environment
  5. 5. The Modern Working Environment central services Automated signatories recruitment Total projected activity (TPA) construction & core post approval electronic year planner Interdepartmental transfer note and other internal finance tasks procurement human resources staff handbook finance email service procedures file storage policies Estates Salaries Networked Desktop
  6. 6. The Modern Working Environment ‘Utilities’ - potentially commodity services? central services Automated signatories recruitment Total projected activity (TPA) construction & core post approval electronic year planner Interdepartmental transfer note and other internal finance tasks procurement human resources staff handbook finance email service procedures file storage policies Estates Types of services: • Content: data/information • Tools: technology, equipment • People: knowledge, expertise, skills • Activities: business processes Salaries Networked Desktop
  7. 7. central services The Modern Working Environment
  8. 8. MRE MLE central services Timetabling Enquirer-to-student process Online student application process Placement application process New course process Improving communication with students Improving the student’s Day 1 experience Supporting students on placements Legal Advisors Research Administrators Managing post-graduate researchers Researcher Profiles Commercial & Spinout Ethical approval Financial Costing Forms Stock control Policies & Procedures Project Management
  9. 9. central services The Modern Working Environment
  10. 10. VRE MRE MLE VLE central services Discussion lists Question & Test Content repositories Learning objects Wikis Blogs Bookmarking Collaborative workspaces Collaborative workspaces Electronic journals Blogs Wikis IRC Instant Messaging Desktop videoconferencing Bookmarking Content repositories Discussion lists Electronic journals Learning Technologists Question Banks ePortfolio Text Messaging High Performance Computing
  11. 11. central services World Wide The Modern Working Environment ↑ Opportunity ↑ Capability Emerging external services: ↑ vast volumes of content (data/information) ↑ considerably more and greater variety of tools ↑ worldwide communities of people ↑ multitude of potentially useful business processes
  12. 12. The Modern Working Environment Personal Learning Environment World Wide
  13. 13. The Modern Working Environment World Wide Personal Teaching Environment
  14. 14. The Modern Working Environment World Wide Personal Research Environment
  15. 15. The Modern Working Environment Principal Investigator Research Fellow PhD Student World Wide
  16. 16. chore World Wide My Working Environment
  17. 17. core World Wide My Working Environment
  18. 18. Finance management SSO & Shibboleth Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal My Working Environment Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance ComputingAlerts News & Events Cardiff Mail (email & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles
  19. 19. Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance ComputingAlerts News & Events Cardiff Mail (email & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal
  20. 20. Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance ComputingAlerts News & Events Cardiff Mail (email & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment
  21. 21. Room booking Staff recruitment Procurement Payroll Policies & Procedures Staff development Staff sickness & absence Internal Transfers Electronic signatures BO reports Grant applications Publishing e-Prints Research Assessment Exercise Directory of Expertise Information About PhD students Project Management Research skills resources Internal Peer review Library catalogue e-journals Grant proposal archive Fixed-term renewal Collaborative authoring Research data management Blogs Collaborative workspace Shared Bookmarks Access to IP restricted resources High Performance ComputingAlerts News & Events Cardiff Mail (email & calendaring Presence Awareness & Instant Messaging Discussion lists My Files Wikis Profiles My Working Environment
  22. 22. Are we getting the balance right?
  23. 23. The Modern Working Environment My Working Environment World Wide
  24. 24. Seeking Retrieving Managing Manipulating Creating Disseminating Exchanging / Communicating ACTIVITY e.g.,‘Identify Funding Opportunities’ Basic data / information related activities
  25. 25. Mapping work activities to services e.g., First task in grant application process: Identifying Funding Opportunities Data / Information Activities Seeking Retrieving Management Manipulation Creation Dissemination Exchange/ Communication Services Content Tools People Activities Documents detailing funding initiatives Locate and use a search engine Consult Research Support officer Research Support officer performs search Funding opportunity PDF documents and forms Use Adobe Acrobat to display Consult IT Help Desk Documents Printed by secretary Use Content Management System to store documents Research Assistant collates and organises X X X X X X Use guidelines and advice Use Word processor Contact and consult collaborators Paper detailing candidate opportunities Use Email to Send to collaborators X Secretary prints & posts documents Feedback as email Use online collaborative workspace Discuss with Research team X X
  26. 26. ACTIVITY Service provider ACTIVITY Learner, Teacher, Researcher Enablement through Partnership ServicesEducation Requirements
  27. 27. central services Researcher
  28. 28. VRE MRE central services Researcher
  29. 29. VRE MRE central services World Wide External Third-party Services Researcher
  30. 30. Researcher VRE MRE central services • No development • No control • No awareness • Benefits realisation? Enablement: • Education? • Requirements? World Wide External Third-party Services
  31. 31. Researcher VRE MRE central services • No development • No control • No awareness • Benefits realisation? Enablement: • Education? • Requirements? World Wide External Third-party Services
  32. 32. Researcher VRE MRE central services governance ?
  33. 33. VRE MRE central services Researcher Business change Business Change

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