Servicing 'Core and Chore': A framework for understanding a Modern IT Working Environment
1. Servicing 'Core' and 'Chore':
A framework for understanding a
Modern IT Working Environment
Joe Nicholls and David Harrison
Cardiff University
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!
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. 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
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
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. 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. 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. 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
26. 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
31. Researcher
VRE MRE
central
services
• No development
• No control
• No awareness
• Benefits realisation?
Enablement:
• Education?
• Requirements?
World Wide
External
Third-party
Services
32. Researcher
VRE MRE
central
services
• No development
• No control
• No awareness
• Benefits realisation?
Enablement:
• Education?
• Requirements?
World Wide
External
Third-party
Services
