talk on shared services at UNT

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