1. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Morgan Watkins Director, ITS User Services The University of Texas at Austin E-mail: m.watkins@its.utexas.edu Templates : http://www.utexas.edu/its/us/templates/ Username: educause Password: contracts The Business of Offering Customized Departmental Support Contracts

2. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. When I was a lad... We managed the computers. Both of them. User Services had less than 10 employees. Fortran debugging was our life's blood. The Computer Priesthood

3. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. IT Support Growing Pains Mainframe Age: "Trust me, I'm your father." Minis: "But, Alice's mom let's her stay out late." Micros: "Hey, I know what I'm doing." Internet: "Dad, something bad happened to the car."

4. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Autonomy and Chaos Everyone rolling their own solutions. Everyone sets their own standards, or not. Everyone secures their own systems, maybe. Everyone solves the same problems, again, and again, and again. How cost effective can this be?

5. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. IT is a Utility Turn the spigot. Plug in the lamp. Pick up the phone. And, IT has to work. Every time. Cost savings through coordinated actions

6. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Size Of Our Challenge Scores of departments More than 50,000 students Approximately 18,000 faculty and staff Over 40,000 devices on UTnet Thousands of under-managed and mismanaged servers, desktops, and labs

7. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Utility Begins With UT Centralized management of distributed computing Helping departments do what they do best Delivering all the IT services they need Cost-effective solutions Making life easy for the customer One step at a time Instead of water or electricity, we provide cycles, access, and support.

8. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Service Level Agreements Building the trust Customize solutions Full accountability Earning the business We are servants.

9. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Components of Success Documented deliverables Prioritized services Support level expectations What you need to do your job Embracing standards wherever possible Escalation paths Avoiding the Politics

10. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. What We Promise The Four Cons: Consistency Continuity Convenience Confidence The Key: Under-promise, over-deliver.

11. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. What We Offer Computer Information Centers (2+ persons) On-Site consultant (half- or full-time) Time Slices (3-hour increments) Server administration Computer lab management and staffing Facility technicians Survey design, administration, and analysis Web site management Other...

12. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Charging Model for On-Site Support Charge up front annually Perpetual with 90-day exit clause Charges include: –Salary and wages –Benefits –Administrative support –Training

13. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Charging Model for Time Slices Charge up front annually Perpetual with 30-day exit clause Charges include: –Salary or wages for 4 hours a week –Benefits –Administrative support –Training

14. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Making IT Work Roving management Lots of customer contact SWAT Team Career paths Cross training Task matrices Metrics

15. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. The Tough Stuff Maintaining the team identity Tracking remote efforts Keeping communications flowing Managing customer loyalties Personnel hiccups

16. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. The UT Picture Established in 1992 Grows every year More than 30 current contracts Thousands of desktops and more than 160 production servers $2.8 million so far this year

17. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Where We're Going Growth during lean years On the Road Again New service offerings –Remote Desktop Management –Security Management –Other IT Services Centralized services whenever appropriate

18. Copyright © 2003, The University of Texas at Austin. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Morgan Watkins Director, ITS User Services The University of Texas at Austin E-mail: m.watkins@its.utexas.edu Templates : http://www.utexas.edu/its/us/templates/ Username: educause Password: contracts The Business of Offering Customized Departmental Support Contracts