Vision: Service Quality - 'Trains Run on Time'

 

Key Priority 1: Trains Run on Time

“Trains run on time” refers to quality IT service delivery required to run campus IT efficiently. To ensure that the trains continue to run on time, services will have and meet Service Level Agreements with defined Service Level Objectives that measure performance. We will document the services and respective agreements. The documentation includes: 

  • Value 
  • Lifecycle
  • Relationship to other assets or services to support change impact assessment
  • Availability
  • Reliability

Key Priority 2: Legacy Remediation

After December 2019, plans now describe “go forward”  approaches to address:

  • Legacy Business Systems
  • BARC
  • GUS
  • Student Information Systems

Leave the mainframe by eliminating all remaining dependencies.

Establish the requirements for the next-generation Voice over IP-based telecommunication system and begin procurement.

Key Priority 3: Next-Generation Network

We will solidify the Next-Generation Network architecture and take steps to address:

  • Core routing
  • Network consolidation
  • Data Center network
  • Cloud network
  • Wireless network
  • Consolidated network services
    • DNS
    • DHCP
    • IP Address Management

We will prove Voice Over IP principles over the network in small use cases.

Key Priority 4: 800MHz Radio Upgrade

The 800 MHz radio system plays a critical role in campus public safety and community involvement, and we will begin the end-of-life radio system replacement. Project Management will help ensure appropriate project tracking, transparency, and communication.

Key Priority 5: Next-Generation Identity

A UCSB Identity evolution that will:

  • Address security by design, 
  • achieve a campus Active Directory, 
  • consolidate the identity data repository, 
  • achieve scale for value by reducing the number of campus LDAP servers, 
  • and increase the use of cloud architecture to support campus Identity.

Key Priority 6: Event and Emergency Notification Enhancement

Strengthen our ability to communicate timely, clear, concise, coordinated, correct information to appropriate audiences when significant events or emergencies happen. Leverage emergency.ucsb.edu, status.ucsb.edu, UCSB Alert, IT Alert, Google Hangouts Chat, and potentially other channels to ensure we communicate information effectively.

Key Priority 7: Enabling Remote Work and Collaboration

Remote work and collaboration allow campus IT to expand beyond the constrained IT talent market in Santa Barbara and attract and retain talent from a larger area. A productive, remote-enabled workforce that can deliver high-quality services without impacting or, at minimum, lessen the impact on campus commercial real estate occupancy. Continue to expand Zoom, Google Chat, email, and telecommunications to encourage and support remote workers. Encourage teams to consider fully remote meetings instead of meeting in conference rooms to familiarize themselves with offsite participation. Develop ways to engage remote staff in social events tailored for them to encourage the development of remote work culture.

Key Priority 8: UCPath Normalization

We will fine-tune UCPath technology and business processes to ensure the information systems and processes meet the needs of the campus.

Key Priority 9: Resilience

Engineer and operate information technology resources to maximize reliability, availability, and sustainability. The goal is 99.999% availability. Measurements will provide transparency to the campus so end-users can track progress toward the goal.

Key Priority 10: Scale for Value

Provide Core IT Services that are equal to or better than existing to a broader audience with the same or reduced level of IT resources. Shut down redundant services such as DNS, DHCP, and LDAP to free time for technicians to focus on other priorities.  

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