Evolve or Be Replaced, Knowledge 2012
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The document discusses how Loyola Marymount University is transforming its IT department in response to emerging technologies. It addresses how consumerization, cloud computing, outsourcing, and social media are replacing traditional IT infrastructure, functions, and communication. The university embraces these replacement technologies by developing strategies for a service catalog, cloud storage, virtualization, social CRM, and collaboration technologies. It focuses on improving communications and empowering users through social IT initiatives. The transformation aims to better meet user needs and compete with consumer technology options.
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Evolve or Be Replaced, Knowledge 2012
- 1. Evolve or Be Replaced: Transforming IT at Loyola Marymount ADAM MASON MANAGER OF CLIENT SERVICES Loyola Marymount University
- 2. Consumerization Replacing the Hardware, Software, and Access © 2012 ServiceNow Global IT Conference 2
- 3. Consumerization • BYOD • Cameras • Apps & Stores • Connectivity © 2012 ServiceNow Global IT Conference 3
- 4. The Cloud Replacing the IT Infrastructure © 2012 ServiceNow Global IT Conference 4
- 5. The Cloud • IT owned the network • IT owned the servers • IT owned email • IT owned the software • IT owned the data Now what does IT really own? © 2012 ServiceNow Global IT Conference 5
- 6. Outsourcing Replacing the Skills, Functions, and People © 2012 ServiceNow Global IT Conference 6
- 7. You are Only a PCARD Away From Being Outsourced… “Microsourcing of mainly consumer-grade cloud collaboration tools by individual faculty is used to circumvent slow institutional processes.” Source: Gartner - Cloud Collaboration in Higher Education 2011, August 26, 2011, Jan-Martin Lowendahl and Marti Harris © 2012 ServiceNow Global IT Conference 7
- 8. Outsourcing • If your Help Desk is a “Can’t Help Desk”, it can be outsourced • Vendors aren’t just selling to IT any more. They sell to the business • If they can’t do something, there’s a workaround waiting • If they have to do something they don’t want to do, they can people-source • If your users can Google an answer, do they need you? © 2012 ServiceNow Global IT Conference 8
- 9. Social Media Replacing the Communication © 2012 ServiceNow Global IT Conference 9
- 10. Social Media • Puts the direct voice in the hands of the employees and consumers • Social praise or reprimand is potentially heard by 1000’s if not more • PR/Communications/Marketing: beware, you are not the only voice anymore • IT: beware, what you don’t know can hurt you in the long run • Ignoring it or banning it will not help © 2012 ServiceNow Global IT Conference 10
- 11. These Four Are the New Guerrilla IT © 2012 ServiceNow Global IT Conference 11
- 12. Take a deep breath… All of these things are actually fantastic © 2012 ServiceNow Global IT Conference 12
- 13. How are we embracing replacement technologies at LMU? © 2012 ServiceNow Global IT Conference 13
- 14. Replacement Technologies Are Good For You! Source: Gartner - Strategic Direction and Timing in Education: Mashing Up the Strategic Technology Map and the Hype Cycle September 27, 2010, Jan-Martin Lowendahl © 2012 ServiceNow Global IT Conference 14
- 15. Do You and Your Key Business Partners Have a Strategy for Social Media Integration? “By 2016, 15% of businesses will deploy a horizontal social technology layer that integrates with several business applications.” Source: Gartner - Bridging the New Gap: Why Business Apps Will Get Social, Oct 8, 2010, Nikos Drakos and Susan Landry © 2012 ServiceNow Global IT Conference 15
- 16. LMU Would Agree With That… For us, it comes down to embracing technologies that have a social component and are flexible enough to work with Consumerization, Cloud, and Outsourcing © 2012 ServiceNow Global IT Conference 16
- 17. What Are We Chasing Now? • A strong service catalog • Cloud storage for users • Virtualized computing environments • A social CRM • Social IT and collaboration technologies • A new Service Portal © 2012 ServiceNow Global IT Conference 17
- 18. Seven Goals for Social IT 1. Kill email 2. Improve Communications (Announcements, Internal) 3. Automate Notifications (Major Incidents) 4. Collaboration 5. Peer Support and Self-Help 6. Empower the Users 7. Feedback Channel These all lead to one big thing: © 2012 ServiceNow Global IT Conference 18
- 19. The Power of Social Collaboration 1. You get to choose the topics 7. Have meetings… without the 2. You get to choose the people meetings! 3. Different urgency to respond 8. People have smarter 4. Open conversations comments and ideas when they share something publicly 5. Document collaboration is within a group… normally. greatly improved 9. Experts: on demand 6. Eliminate versioning issues 10. Pictures and gamification © 2012 ServiceNow Global IT Conference 19
- 20. Portals, Intranets, and Service Catalogs A great place for Social IT to start © 2012 ServiceNow Global IT Conference 20
- 21. Evolution of Portals © 2012 ServiceNow Global IT Conference 21
- 22. BIG QUESTION If we develop strategies around replacement technologies, what can we do with our people? © 2012 ServiceNow Global IT Conference 22
- 23. Devote Some Resources to Application Development “A logical step in the evolution of business computing is the bridging of the gap between end- user social computing and business applications.” Source: Gartner - Bridging the New Gap: Why Business Apps Will Get Social October 8, 2010, Nikos Drakos and Susan Landry Source: Gartner – The Consumerization of Application Development September 2, 2011, Ian Finley © 2012 ServiceNow Global IT Conference 23
- 24. And Maybe a Few to Social Media © 2012 ServiceNow Global IT Conference 24
- 25. Small Takeaways • Try to give them what they want, within the bounds of your organization • Compete with the consumer options where appropriate Questions? • Upgrade your service offerings or outsource them where appropriate • Let the users do the work…content, peer support, crowdsource • Consumer technologies teach them how to do things… leverage that knowledge • Be a guiding voice…leverage the power of social media • Consider “gamification” • Refocus IT to more directly align with the organization’s services and core business © 2012 ServiceNow Global IT Conference 25
- 26. So…What Did You Think? Please complete your survey form and hand it in as you leave the room This is how we will transform this amazing Knowledge12 event into a spectacular Knowledge13 event © 2012 ServiceNow Global IT Conference 26
- 27. Thank You Adam Mason Manager of Client Services Loyola Marymount University @NextMason adam.mason@lmu.edu 27
Notes de l'éditeur
- 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”