This past month ushered in the creation of the UCF IT Support Center and increased adoption of the university-wide IT service management tool, ServiceNow. The Application Delivery transition is underway with working groups formed to begin determining how to realize efficiencies and design a team to support the application needs across campus; this is the last functional area to transition from cohort 1.
Three units are using ServiceNow as their ticketing system for IT issues and requests, and discussions are underway for the remainder of cohort 1 to transition to ServiceNow in the coming months. In general, feedback on the design and functionality of the ServiceNow service portal was positive, and resulted in some great suggestions from faculty and staff. We are currently organizing feature requests to expand on this extremely powerful tool to continually improve its capabilities to serve the students, faculty and staff better.
While we continue to focus on the transition of the remaining staff in cohort 1 and beyond, there are several efforts underway in the areas that have already transitioned:
- The Infrastructure Services team is working to migrate cohort 1 resources into shared services. The SDES server room in HPH was shutdown and moved to CSB 107 and DNS and DHCP for CAH have migrated to shared services.
- The Project Management Office continues work on a standard Project Intake process for UCF IT. This new process will define the roles and tasks necessary in the lifecycle of a project.
- The Support Center working groups are tackling the first major service review and consolidation around desktop and device management. Working with the Infrastructure Services team, the working groups will embark on an initiative to determine recommended practices, standards, policies and procedures concerning devices, peripherals, access and file services.
A follow up meeting to the UCF IT Application Delivery Kick-off was held to get feedback from the community on the concepts discussed to date, you can view the presentation on Yammer. To move this effort forward, three initial working groups have been established:
- Application Delivery Leadership â€“ providing leadership and direction of the effort; it’s composed of individuals from cohort 1 and other leaders of Application Delivery from across campus.
- Application Management Lifecycle â€“ providing a review of current practices and processes of application management (hosted and cloud apps) and helping to develop a roadmap for how application management will be built within UCF IT.
- Application Development Lifecycle â€“ providing a review of current practices and processes of application development and helping to develop a roadmap for how application development will be built within UCF IT.
In addition to these working groups, a data gathering effort is underway to understand the resources and applications that currently exist throughout campus. This information will be vital as we look at ways to reduce our application footprint, and develop standard tools and processes needed to build a nimble Application Delivery organization. The Application Delivery Leadership workgroup met on December 1st and began developing an overall roadmap for the effort. If you have not yet had a chance to participate in these discussions and would like to be involved, please reach out to Craig Froehlich. This is your opportunity to shape how Application Delivery will be implemented within UCF IT!