Slipping into High Reliability

1
Slipping intoHigh Reliability

• ACM SIGUCCS
• CSMS - Charleston - 2005
• Theresa Rowe, Oakland University
• Christine Haile, University at Albany - SUNY
• David Todd, University of San Diego

2
Genesis for Our Discussion

• Email CIO from Chris in June re email
  reliability and ways to reduce vulnerability
• Followup reformulation from Theresa regarding
  services that start as casual projects and evolve
  to be critical services
• Exchange of comments ideas over several days

3
Strategic Services Things We Probably Already Do

• Course management systems
• Portal services
• eMail

• File storage
• ERP systems
• Library systems
• Calendaring
• Course Mgt

4
Shifting Costs Values

• Gmails 1GB-storage free mail service
• Can we provide that kind of service? Should we
  bother to try?
• High-speed wireless service should we build out,
  or should we outsource to commercial services in
  our neighborhoods?
• Impact of open source buy vs build vs adapt

5
Shifting Costs Values

• Migration from desktop to web-based computing --
  what services will we need to provide? How to
  fund?
• What opportunities do ASPs provide to shift
  services and evolve a funding model
• IM / Cell phones / SMS / MMS services

6
Shifting Costs Values

• Security measures -- how do you fund these? Do
  you have a secure stream?
• Antivirus
• Antispam
• AntiSpyware
• Firewalls
• Whats next???

7
Client Expectations

• Clients less tolerant of IT failures (network,
  email) than facility failures
• How we fund it is irrelevant (but dont charge
  them)
• Not likely to see relief from reduced spam,
  security, file backup costs

8
How Can We Model a More Effective Evolution for
Funding?

• We believe in the inherent value of what we do
  email, networks, web,
• We build it, and they do come
• Then what? Hard to start charging for free
  goods. Hard to fund for 5-9s reliability
  without a stream.

9
Some Questions

• How is the decision made that a technology is in
  the category for high reliability and
  high-support? (how do you get out of surprise
  mode?)

10
Some Questions

1. Does your campus have the same budget and service
   discussions for email or storage systems as it
   does for the enterprise system?

11
Some Questions

1. What new technologies do you expect to require
   high reliability and support in the next five
   years?

12
New Technologies

• Secret Blackberry, Palm, Treos, PDAs
• Wireless
• ePortfolios
• Portals maybe we know
• Web tech services
• Blog Wiki services

• Instant Messaging
• Content mgt systems
• ASP hosted envts
• Demise of campus phones
• VoIP / wireless / cell
• Entertainment lifestyle

13
New Technologies

• Legal mandates
• Web email on cell SMS, MMS text msging
• Calendars, events, blend
• Web storage B.U.
• Alumni email, CRM, online communities

• Gleam in the faculty eye president after
  reading airplane ads
• GIS
• RFID
• Thing computing
• iPods, music svcs
• Podcasting

14
New Technologies

• Classroom response systems
• Security systems
• Smart / RSA cards
• Continuing of ed
• ID management
• Integrate CMS into classroom

15
Some Questions

• How do you deal with changing expectations for
  reliability?
• Rebalancing support portfolios
• Making a business case
• Campus dialog

16
Some Questions

• How do you get base budget allocation for
  technologies that are slipping into high
  reliability?
• Note the expanding core model
• How to move from experimental to production with
  ongoing budget?