CS&T Strategy Articulation Project Results Summary June 2006 “CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community” CS&T Management Team

CS&T Strategy Articulation June Agenda 1.Introduction to UCF & North Highland 2.Outcomes & Benefits 3.How Did We Get There? 4.Future State Organizational Design 5.Implementation Roadmap 6.Questions

CS&T Strategy Articulation June Introduction to UCF 45,000+ students 1,400 acre main campus (located in Orlando) 21 regional campuses One of Florida's 11 public universities SACS: Level 6 Institution SREB CLASSIFICATION: Four-Year II Institution CARNEGIE CLASSIFICATION: Doctoral/Research Universities-Intensive

CS&T Strategy Articulation June Introduction to North Highland Client Rated as the Best Mid-Sized Provider of Internal and External Facing Management and Technology Consulting including:  Customer Interaction  Human Capital  Process Management  Financial Management  Business and Operational Strategy  Business Intelligence 450 Consultants in 13 Cities (Atlanta, Charlotte, Dallas, Denver, Houston, Nashville, New York, Orlando, Richmond, Philadelphia, Tallahassee, Tampa, Washington D.C.) “We want to change the way you think about consulting”  Supply Chain Management  Technology Solutions  Technology Management  Internal/External Communications  Project Management  Organizational Change Management

CS&T Strategy Articulation June Outcomes & Benefits - Outcomes Strategy Defined Future State Organization Defined Implementation Roadmap Defined

CS&T Strategy Articulation June Outcomes & Benefits - Benefits 1.Fact Based Stakeholder View of CS&T Defined 2.Common Customer & Services Definitions 3.UCF Institutional Effectiveness Metrics Defined 4.ITIL Based Critical Process Defined 5.Critical Processes Aligned to Strategic Objectives 6.CS&T Decision Making Tool Created 7.Organization Of The Future Defined 8.Timeline For Implementation Defined 9.Change Process Started With Stakeholders 10.Departmental Collaboration Foundation Built

CS&T Strategy Articulation June S trategy A rticulation M ap (SAM) C. Strategic Objectives D. Key Performance Indicators B. Market Differentiators A. Drivers E. Critical Processes 3. How Did We Get There?

CS&T Strategy Articulation June How Did We Get There? – A. Drivers Customer Definition Faculty & Staff Perceptions Student Perceptions Employee Perceptions Service Definition Customer/ Service/ Location Map Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community UCF Vision, Mission & Values IT&R Mission

CS&T Strategy Articulation June How Did We Get There? – B. Market Differentiators Drivers Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community Market Differentiators Employee Related: Collegial Environment, Benefits, Job Security Challenging Work Environment, Training, Advancement & Leadership Customer Related Customer Service Capabilities Standards Cost

CS&T Strategy Articulation June How Did We Get There? – C. Strategic Objectives Drivers Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community Market Differentiators Employee Related: Collegial Environment, Benefits, Job Security Challenging Work Environment, Training, Advancement & Leadership Strategic Objectives CS&T will be the preferred work environment for innovative IT professionals Customer Related Customer Service Capabilities Standards Cost CS&T will provide outstanding service in response to customer needs CS&T will provide available, reliable, and scalable infrastructure products and services that support UCF’s enterprise information technology needs CS&T will collaborate to develop and regulate university IT standards based on industry best practices CS&T will provide cost effective solutions that maximize value for the university community

CS&T Strategy Articulation June Drivers Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community Market Differentiators Employee Related: Collegial Environment, Benefits, Job Security Challenging Work Environment, Training, Advancement & Leadership Strategic Objectives KPI’s CS&T will be the preferred work environment for innovative IT professionals Recruiting Response Salary Comparison Training Received Certifications Customer Related Customer Service Capabilities Standards Cost CS&T will provide outstanding service in response to customer needs CS&T will provide available, reliable, and scalable infrastructure products and services that support UCF’s enterprise information technology needs CS&T will collaborate to develop and regulate university IT standards based on industry best practices CS&T will provide cost effective solutions that maximize value for the university community Customer Satisfaction Innovative Solutions SLA’s Implemented Request Fulfillment Current State ARS Capability & Capacity Standards, Policies & Procedures Implemented On-Campus Technology Sales Economies of Scale 3. How Did We Get There? – D. KPI’s

CS&T Strategy Articulation June How Did We Get There? – D. KPI’s

CS&T Strategy Articulation June Employee 3. How Did We Get There? – KPI Dashboard Days to Hire

CS&T Strategy Articulation June How Did We Get There? – E. Critical Processes

CS&T Strategy Articulation June Drivers Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community Market Differentiators Employee Related: Collegial Environment, Benefits, Job Security Challenging Work Environment, Training, Advancement & Leadership Strategic Objectives KPI’s Critical Processes CS&T will be the preferred work environment for innovative IT professionals Recruiting Response Salary Comparison Training Received Certifications Recruiting Tracking Training Tracking Certification Tracking Customer Related Customer Service Capabilities Standards Cost CS&T will provide outstanding service in response to customer needs CS&T will provide available, reliable, and scalable infrastructure products and services that support UCF’s enterprise information technology needs CS&T will collaborate to develop and regulate university IT standards based on industry best practices CS&T will provide cost effective solutions that maximize value for the university community Customer Satisfaction Innovative Solutions SLA’s Implemented Request Fulfillment Current State ARS Capability & Capacity Standards, Policies & Procedures Implemented On-Campus Technology Sales Economies of Scale Demand Management* Solution Tracking SLA Management* Customer Survey Delivery Management* Enterprise Services Forecasting & Planning* Technology Refresh Sourcing Technology Policy & Procedures Management Exception Management Financial Planning* Investment Strategy Budget Management: Cost Tracking Time Tracking

CS&T Strategy Articulation June Future State Organizational Design

CS&T Strategy Articulation June START METRICS & PERFORMANCE MANAGEMENT TRACK ORGANIZATION TRANSFORMATION TRACK COMMON PROCESSES DEFINITION TRACK CAPABILITY & STANDARDS IMPROVEMENT TRACK Qtr 1Qtr 2Qtr 3Qtr 4Year 2/Qtr 1 Post & fill Technology Service Mgr position Finalize Phase 2 org design Define & prioritize Customer groups Complete SOP re-write Implement KPI’s from Strategy Articulation Revise / develop standards & capabilities to close gaps against Services / SLAs Implement Phase 2 organization design Implement Phase 3 /Final organization design Define & implement high priority Processes Define Service Levels for S&T Service Catalog Define SLA w/key Customers Define performance objectives for departments & individuals Implement performance management system Implement annual standards & capabilities reviews Inventory & assess standards & capabilities Define CS&T Services/Service Catalog Prioritize common processes for definition 5. Implementation Roadmap

CS&T Strategy Articulation June

CS&T Strategy Articulation June Drivers Vision CS&T will be the recognized leader for high quality and innovative Enterprise Information Technology solutions that support and enhance the UCF community Values - Excellence- Integrity - Leadership- Strategic - Work Ethic- Creativity - Professionalism - Standards Based Mission CS&T develops and maintains enterprise computing and communications services for the UCF community Market Differentiators Employee Related: Collegial Environment, Benefits, Job Security Challenging Work Environment, Training, Advancement & Leadership Strategic Objectives KPI’s Critical Processes CS&T will be the preferred work environment for innovative IT professionals Recruiting Response Salary Comparison Training Received Certifications Recruiting Tracking Training Tracking Certification Tracking Customer Related Customer Service Capabilities Standards Cost CS&T will provide outstanding service in response to customer needs CS&T will provide available, reliable, and scalable infrastructure products and services that support UCF’s enterprise information technology needs CS&T will collaborate to develop and regulate university IT standards based on industry best practices CS&T will provide cost effective solutions that maximize value for the university community Customer Satisfaction Innovative Solutions SLA’s Implemented Request Fulfillment Current State ARS Capability & Capacity Standards, Policies & Procedures Implemented On-Campus Technology Sales Economies of Scale Demand Management* Solution Tracking SLA Management* Customer Survey Delivery Management* Enterprise Services Forecasting & Planning* Technology Refresh Sourcing Technology Policy & Procedures Management Exception Management Financial Planning* Investment Strategy Budget Management: Cost Tracking Time Tracking