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Experiences
Implementing Shared IT
Services
R. Scott Studham
Chief Information Officer
University of Tennessee
What are “Shared Services”?
 Maturity Level 1       Maturity Level 2    Maturity Level 3

• Shared               • Common            • Centralized IT
  infrastructure via     business            organization with
  collaboration          practices, with     no budget. The
  across IT              strong customer     IT organization
  organizations.         driven IT           is purely funded
                         governance.         as purchased
                                             services from
                                             other
                                             organizations
                                             (customers).
Oak Ridge
National
Laboratory
Status:   Complete implementation of
          Level 3 shared services in four
          years.
Benefits: Improved customer services,
          15% cost savings while still being
          able to support modernization
          projects and increase in overall
          size of company by 150%.
Strategy: Centralize, then Standardize,
          then Modernize.
Pain:     Centralization of all IT staff
          caused a 1 year “social
          nightmare.” But the improved
          ability to delivery overcame this.
University of
Tennessee
Status:   Year 2 of a 4 year journey. Moved
          from Level 1 to Level 2.
Benefits: Addressed the “Crisis of
          confidence.” Starting to see real
          cost savings due to customers
          having control (they stop buying
          their own IT staff).
Strategy: Make the core credible. Give
          customers control. Remove
          duplication.
Pain:     Did this without a “massive
          centralization.” “Purchased Service”
          is still new to higher
          education. Most accounting
          practices still need to be
          modernized.
Phone, Cable
                                        & Network      Student
                                         Service     Technology      UTK IT     System IT
                                         Centers         Fee         Budget      Budget
Application Services                       $969,248        $83,697   $3,034,842 $2,162,091
 Application Development & Integration                      $1,535     $371,031    $257,404
 Business Systems Support                    $81,314       $12,449     $548,743 $1,054,250
 Research Systems Support                    $24,640                    $66,051    $623,075
 Student Systems Support                    $863,295       $69,713   $2,049,017    $227,362
Benefits                                  $1,075,829      $331,047
Cable Tv & Telephone Services             $5,778,435          $115       $9,362        $145
End-user Services                         $1,729,109    $3,464,283   $3,987,120   $1,735,655
 Computer Labs                                          $1,178,530      $34,606       $4,325
 Desktop Computing                           $28,686                    $35,426       $3,221
 Desktop Computing-general
 End-user Services                          $337,886
                                                          $304,827
                                                        $1,411,531
                                                                       $631,294
                                                                       $938,805
                                                                                     $84,936
                                                                                  $1,052,485
                                                                                               What Does This
 Instructional Technology                   $364,486      $404,888     $396,002       $9,613
 Media & Event Support
 Messaging & Collaboration
                                            $945,450
                                             $51,622
                                                           $45,895
                                                           $22,166
                                                                       $307,522
                                                                     $1,173,799
                                                                                     $54,643
                                                                                    $495,604
                                                                                               Mean At The
 Research Support                              $980        $96,446     $469,667      $30,828
IT Administration
Network Services
                                           $428,355
                                          $2,176,249
                                                          $190,258
                                                           $50,471
                                                                      $633,224
                                                                        $31,158
                                                                                   $581,524
                                                                                     $30,485
                                                                                               University Of
 Network Security                           $658,936                     $7,962      $30,384
 Remote Access
 Wired Network
                                              $4,778
                                          $1,264,134            $0
                                                                         $1,766
                                                                        $21,430        $101
                                                                                               Tennessee?
 Wireless Network                           $248,402       $50,471
Security Services                            $21,496                  $144,533     $289,143    •   IT Budgets Are Based On
 Compliance & Assessments                                              $23,679      $40,650
 Incident Response                           $13,009                    $6,649       $1,179
                                                                                                   Services, Not The IT Organization.
 Security & IT Policy Administration          $1,291                   $57,444      $96,673    •   Customers Directly Decide How
 Security Infrastructure Systems              $4,095                   $56,762     $150,640
 Security Services                            $3,101                                               Much Of Each Service Gets
System Services                            $138,510         $2,503    $487,454     $141,637        Funded.
 Account Management                            $995         $2,503     $36,167      $63,046
 Backup & Recovery                           $17,168                   $78,462      $30,902    •   IT Follows “ITIL.” ITIL Is An
 Data Center & Servers                       $72,502                  $167,150      $19,169        International Standard On How To
 Database Administration                                               $23,815       $3,292
 High Performance Computing                  $19,084                  $128,555                     Manage IT.
 Systems Administration                      $28,762                   $53,305      $25,229
Grand Total                           $12,317,231     $4,122,374 $8,327,694 $4,940,678
Roadmap To
Shared Services
Finance Controls money, which is
        needed to enforce policy.
HR      Controls hiring of new
        resources (it can be done
        in parallel with IT).
IT      A single organization to
        modernize electronic
        business processes.
Other   Then you do everything
        else (such as facilities, etc).   It may take years
My Suggestions For UNT
 Ensure The Roots Of The Organization See The Benefit In This
 Set A Realistic Timeframe With Milestones
 Hire A Strong System CIO Who Has Authority To Review All “IT
  Finances & Positions”
 Make Sure The New CIO Lives “Customers Need To Control IT,
  Not The CIO”
 All Services At Any Campus Should Follow An International IT
  Operating Standard Such As ITIL
 Campus IT Needs To Be Centralized or Rationalized
 All IT Services Will Be Budgeted By Service
 No Spending On IT Services Except By Customer Direction

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Experinces Deploying Shared Services

  • 1. Experiences Implementing Shared IT Services R. Scott Studham Chief Information Officer University of Tennessee
  • 2. What are “Shared Services”? Maturity Level 1 Maturity Level 2 Maturity Level 3 • Shared • Common • Centralized IT infrastructure via business organization with collaboration practices, with no budget. The across IT strong customer IT organization organizations. driven IT is purely funded governance. as purchased services from other organizations (customers).
  • 3. Oak Ridge National Laboratory Status: Complete implementation of Level 3 shared services in four years. Benefits: Improved customer services, 15% cost savings while still being able to support modernization projects and increase in overall size of company by 150%. Strategy: Centralize, then Standardize, then Modernize. Pain: Centralization of all IT staff caused a 1 year “social nightmare.” But the improved ability to delivery overcame this.
  • 4. University of Tennessee Status: Year 2 of a 4 year journey. Moved from Level 1 to Level 2. Benefits: Addressed the “Crisis of confidence.” Starting to see real cost savings due to customers having control (they stop buying their own IT staff). Strategy: Make the core credible. Give customers control. Remove duplication. Pain: Did this without a “massive centralization.” “Purchased Service” is still new to higher education. Most accounting practices still need to be modernized.
  • 5. Phone, Cable & Network Student Service Technology UTK IT System IT Centers Fee Budget Budget Application Services $969,248 $83,697 $3,034,842 $2,162,091 Application Development & Integration $1,535 $371,031 $257,404 Business Systems Support $81,314 $12,449 $548,743 $1,054,250 Research Systems Support $24,640 $66,051 $623,075 Student Systems Support $863,295 $69,713 $2,049,017 $227,362 Benefits $1,075,829 $331,047 Cable Tv & Telephone Services $5,778,435 $115 $9,362 $145 End-user Services $1,729,109 $3,464,283 $3,987,120 $1,735,655 Computer Labs $1,178,530 $34,606 $4,325 Desktop Computing $28,686 $35,426 $3,221 Desktop Computing-general End-user Services $337,886 $304,827 $1,411,531 $631,294 $938,805 $84,936 $1,052,485 What Does This Instructional Technology $364,486 $404,888 $396,002 $9,613 Media & Event Support Messaging & Collaboration $945,450 $51,622 $45,895 $22,166 $307,522 $1,173,799 $54,643 $495,604 Mean At The Research Support $980 $96,446 $469,667 $30,828 IT Administration Network Services $428,355 $2,176,249 $190,258 $50,471 $633,224 $31,158 $581,524 $30,485 University Of Network Security $658,936 $7,962 $30,384 Remote Access Wired Network $4,778 $1,264,134 $0 $1,766 $21,430 $101 Tennessee? Wireless Network $248,402 $50,471 Security Services $21,496 $144,533 $289,143 • IT Budgets Are Based On Compliance & Assessments $23,679 $40,650 Incident Response $13,009 $6,649 $1,179 Services, Not The IT Organization. Security & IT Policy Administration $1,291 $57,444 $96,673 • Customers Directly Decide How Security Infrastructure Systems $4,095 $56,762 $150,640 Security Services $3,101 Much Of Each Service Gets System Services $138,510 $2,503 $487,454 $141,637 Funded. Account Management $995 $2,503 $36,167 $63,046 Backup & Recovery $17,168 $78,462 $30,902 • IT Follows “ITIL.” ITIL Is An Data Center & Servers $72,502 $167,150 $19,169 International Standard On How To Database Administration $23,815 $3,292 High Performance Computing $19,084 $128,555 Manage IT. Systems Administration $28,762 $53,305 $25,229 Grand Total $12,317,231 $4,122,374 $8,327,694 $4,940,678
  • 6. Roadmap To Shared Services Finance Controls money, which is needed to enforce policy. HR Controls hiring of new resources (it can be done in parallel with IT). IT A single organization to modernize electronic business processes. Other Then you do everything else (such as facilities, etc). It may take years
  • 7. My Suggestions For UNT  Ensure The Roots Of The Organization See The Benefit In This  Set A Realistic Timeframe With Milestones  Hire A Strong System CIO Who Has Authority To Review All “IT Finances & Positions”  Make Sure The New CIO Lives “Customers Need To Control IT, Not The CIO”  All Services At Any Campus Should Follow An International IT Operating Standard Such As ITIL  Campus IT Needs To Be Centralized or Rationalized  All IT Services Will Be Budgeted By Service  No Spending On IT Services Except By Customer Direction