Core Data Service 2013: Core Metrics on IT Financials, Staffing, and Services

Leah Lang, Senior IT Metrics and Benchmarking Analyst, EDUCAUSE Joanna Grama, Portfolio Manager, EDUCAUSE Michele Norin, CIO, The University of Arizona Sue B. Workman, Associate Vice President, Client Services and Support, Indiana University
October 17, 2013 8AM PT

FREE BENCHMARKING SERVICE

Administration and Management of IT IT Support Services Educational Technology Services

Financials Staffing Services

Research Computing Services Data Center services Communications Infrastructure Enterprise Infrastructure and Services Information Security Identity Management Information Systems and Applications

751
Number of CDS 2013 completed institutions
+ 131 more still working!

Response by Carnegie Class
140 120 100

80
67% 60 40 20 39% 19% 39% 45% 60% Complete response rate

15% AA Priv BA

0
Pub Priv MA Pub Priv DR Pub Other

Preliminary 2013 data > 666 institutions completed by 9/27/13

Trending data > 462 institutions completed CDS 2011, 2012 and 2013

Funding

Central IT Funding/Institutional FTE
$2,500

$2,000

$1,500

$1,000

$500

$0 2010 2011 2013 2010 2011 2013 2010 2011 2013 2010 2011 2013 2010 2011 2013 Priv MA Pub 2010 2011 2013 2010 2011 2013 Priv DR Pub

AA
CDS2013 M1Q11

Priv BA

Pub

Central IT Funding Sources
100% 90% 16% 80% 15% 21%
Other funding

System/district funding
Other compensation External product resale Product resale

70%
60% 50% 40% 30% 20% 10% 77%

External chargeback

Chargeback
Student IT fees Capital appropriation

0%
AA
CDS2013 M1Q11

Priv BA

Pub

Priv MA

Pub

Priv DR

Pub

Operating appropriation

Expenditures

Percent spent by IT domain
Administration and Management of IT IT Support Services Educational Technology Services Research Computing Services Data Center services Communications Infrastructure Services Enterprise Infrastructure and Services Information Security Identity Management

15%

16%
11% 2% 6% 14% 13% 2% 1% 17% 3% 0% 5% 10% In house 15% 20%

Information Systems and Applications
Other IT Domain

Outsourcing
CDS2013 M1Q16,19,20

Central IT Capital vs. Operating
100% 90% 80%

70%
60% 50% 40% 30% 20% 10% 85% 82% 95% 89% 91% Capital Expenditure Operating Expenditure

87%

87%

0%
AA
CDS2013 M1Q13

Priv BA

Pub

Priv

Pub MA

Priv DR

Pub

Central IT Capital vs. Operating
100% 90% 80%

70%
60% 50% 40% 30% 20% 10% 85% 82% 95% 89% 91% Capital Expenditure Operating Expenditure

87%

87%

0%
AA
CDS2013 M1Q13

Priv BA

Pub

Priv

Pub MA

Priv DR

Pub

Central IT Operating Expenditures
100% 90% 80% 19% 18% 17% 20%
Other IT Domain Information Systems and Applications Identity Management Information Security

70%
60% 50% 40% 30% 20% 10% 27% 18% Priv Pub MA Priv DR Pub 21% 17% 22%

Enterprise Infrastructure and Services Communications Infrastructure Services Data Center services Research Computing Services Educational Technology Services IT Support Services Administration and Management of IT

0%
AA
CDS2013 M1Q16

Priv BA

Pub

Central IT Capital vs. Operating
100% 90% 80%

70%
60% 50% 40% 30% 20% 10% Capital Expenditure Operating Expenditure

0%
AA
CDS2013 M1Q13

Priv BA

Pub

Priv

Pub MA

Priv DR

Pub

Central IT Capital Expenditures
100% 90% 80% 23% 19%
Information Security Other IT Domain Information Systems and Applications Identity Management

70%
60% 50% 40% 30% 20% 10% 20% AA
CDS2013 M1Q16

19%

19%

32%

Enterprise Infrastructure and Services Communications Infrastructure Services Data Center services Research Computing Services Educational Technology Services IT Support Services

25%

0%
Priv BA Pub Priv MA Pub Priv DR Pub

Administration and Management of IT

Expenditures by Institutional Mission
Other, 3% Research, 4%

Teaching and Learning, 39%

Administrative, 53%

CDS2013 M1Q17

Expenditures by Run/Grow/Transform
Transform, 9%

Grow, 15%

Run , 76%

CDS2013 M1Q18

Staffing

IT FTE by IT domain
100% 90% 80%
Other IT Domain Information Systems and Applications Identity Management Information Security Enterprise Infrastructure and Services Communications Infrastructure Services Data Center services Research Computing Services Educational Technology Services IT Support Services

70%
60% 50% 40% 30% 20% 10%

0%
AA
CDS2013 M1Q24

Priv BA

Pub

Priv MA

Pub

Priv DR

Pub

Administration and Management of IT

IT FTE per 1000 institutional FTEs
Administration and Management of IT IT Support Services Educational Technology Services Research Computing Services 0.3 0.6 1.2 1.5 0.3 1.7 1.7 3.0

Data Center services
Communications Infrastructure… Enterprise Infrastructure and Services Information Security Identity Management Information Systems and Applications

0.3
2.7 1.7 0.0 1.0 2.0 3.0 4.0 5.0

Other IT Domain
CDS2013 M1Q24

Outsourced IT FTE per 1000 institutional FTEs
Administration and Management of IT IT Support Services Educational Technology Services Research Computing Services 0.1 0.2 0.4 0.6 Enterprise Infrastructure and Services Information Security 0.1 Identity Management Information Systems and Applications 0.6 0.0 1.0 2.0 3.0 4.0 5.0 1.0 0.3 1.0

0.6

Data Center services
Communications Infrastructure…

Other IT Domain
CDS2013 M1Q24, 26b

IT Support Services
Sue B. Workman Associate Vice President, Client Services and Support Indiana University

Module 2 - IT Support Services
 2011 first year for the IT Support Services Module.  Legacy survey contained some IT Support questions.  Used preliminary 2013 data and mostly questions that have 3 years of data for this presentation.

Module 2 IT Support Services
Q1–3 | Help Desk Services Q4 | Help Desk Supported Systems Q5 | Help Desk Service Delivery Q6 | Help Desk Usage Q7 | Help Desk Satisfaction Q8 | Knowledge Management System (KMS) Usage and Staffing  Q9 | Accessibility  Q10–11 | Supplemental Information  Q12–13 | Module Feedback      

Use Cases?

Which Org. Unit Provides Desktop Computing Support?
100%
Primarily central IT

90%
80% 70% 60% 50% 40% 30% 20% 10% 23%
2011
CDS2013 M1Q6 Primarily outsourced

75%

75%

75%

Shared between central IT and other admin or academic unit(s)
Primarily other admin or academic unit(s) Primarily system or district office

23%
2012

22%
Not applicable - no organizational unit responsible

0%
2013

Which Org. Unit Provides Help Desk Support?
100% 90% 80% 70% Shared between central IT and other admin or academic unit(s) 86% 86% Primarily central IT

60%
50% 40% 30% 20% 10% 0%

86%

Primarily other admin or academic unit(s) Primarily system or district office

Primarily outsourced

11%
2011

11% 2012

12%
2013

Not applicable - no organizational unit responsible

CDS2013 M1Q6

How Much is Spent on IT Support?
$2,000,000 $1,800,000 $1,600,000 $1,400,000 $1,200,000 $1,000,000 $800,000

$600,000
$400,000

$200,000
$Operating
CDS2013 M1Q16

Capital

Percentage of Operating Expenditures
Identity Management Research 1%
Computing 1%

Information Security 2% Other IT Domain 3%
Data Center 4%

Information Systems and Applications 18%

Administration and Management of IT 17%

Enterprise Infrastructure and Services 12%

IT Support 17%

Educational Communications Technology Infrastructure 12% 12%

CDS2013 M1Q16

Percentage of Operating Expenditures

IT Support 17%

CDS2013 M1Q16

Percentage of Operating Expenditures

IT Support in-house 95%

IT Support outsourcing 5%
CDS2013 M1Q19

How Many FTE?
25 20

15

10

5

0 2011 2012 2013 2011 2012 2013 2011 2012 2013

Desktop computing, user support, training, computer store - Staff FTE
CDS2013 M1Q24

Help desk - Staff FTE

IT support services - Staff FTE

Are Schools Providing BYOD Support?
Did central IT provide help desk service?
100%
90% 34% 34% 33% Yes, for institutionally owned systems only Yes, for personally owned systems only

80%
70%

60%
50% 40% 30% 20% 10% 0% 2011
CDS2013 M2Q1

61%

62%

64%

Yes, for both institutionally and personally owned systems Yes, other (please specify)

2012

2013

Are More Schools Turning to Self-Help?
100% 90% 80% 70% 60% 50% 40%
Chat or instant message Self-service— portal Social media Video Self-service— wiki Text message

Phone E-mail Walk-in
Web form Remote assistance Self-service— FAQ

30%
20% 10% 0% 2011
CDS2013 M2Q2

2012

2013

Are Support Services Provided Differently by University Classification?
100% 90% 80% 70%

60%
50%

40%
30% 20% 10% 0% AA
CDS2013 M2Q2

BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub Walk-in Phone E-mail

INTL

Are Support Services Provided Differently by University Classification?
100% 90% 80% 70%

60%
50%

40%
30% 20% 10% 0% AA
CDS2013 M2Q2

BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub Remote assistance/desktop

INTL

Web form

Self-service—FAQ

Are Support Services Provided Differently by University Classification?
100% 90% 80% 70%

60%
50%

40%
30% 20% 10% 0% AA
CDS2013 M2Q2

BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub Self-service—portal

INTL

Chat or instant message

Social media

Are Support Services Provided Differently by University Classification?
100% 90% 80% 70%

60%
50%

40%
30% 20% 10% 0% AA
CDS2013 M2Q2

BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub Video Self-service—wiki Text message

INTL

How are Schools Using Knowledge Bases?
100%

90%
80% 70% 60% 50% 40% 30% 20% 10% 0% AA
CDS2013 M2Q8

Yes, for help desk and other IT staff use only 14% 21% 11% 22%

27%
35% 51% 22%

Yes, for self-service end-user use only Yes, for both internal and self-service use No

Other (please specify) BA Priv BA Pub MA Priv MA Pub DR Priv DR INTL Pub

Are Most Schools Providing 24 hr. Support?
180 160 24x7=168

140
120 100 80 60 40 20 0 2011
CDS2013 M2Q3

2012

2013

Are Most Schools Providing 24 hr. Support?
180 160 140 120 100 24x7=168

80
60 40 20 0 AA
CDS2013 M2Q3

BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub

INTL

Are Schools Providing Mobile Support for Faculty, Staff, and Students?
iPads iPhones Android-based smartphones

58% 63% 68% 69% 62% 72% 61% 0% 20% N/A 40% 60% Best effort support

40% 31% 25% 24% 16% 10% 7% 80% 100% Full support

Tablet devices other than iPad
BlackBerry Other smartphone(s) E-book reader(s)

CDS2013 M2Q4

Are Schools Providing Mobile Support for Faculty, Staff, and Students?
45%
40% 35% iPhones

Full support
iPads

30%
25% 20%

Android smartphones Other tablet devices

15%
10% 5% 0% 2011
CDS2013 M2Q4

BlackBerry
Other smartphone E-book reader(s)

2012

2013

More Info? - ECAR Research Bulletin

Research Computing
Michele Norin CIO The University of Arizona

Background
 Survey module was reviewed and updated  Consulted with Research 1 CIO's and others for input on relevant measures  Needed to bridge between old and new questions  Could still have gaps – what constitutes maturity?

Overview of Module
 Environmental context – research on campus  Categories of information
    Central and de-central Service and support levels High Performance capabilities Levels of investment

 Other sources - maturity model and ECAR research articles

Percentage of Operating Expenditures
Identity Management Research 1%
Computing 1%

Information Security 2% Other IT Domain 3%
Data Center 4%

Information Systems and Applications 18%

Data from FY13 survey
Enterprise Infrastructure and Services 12%
IT Support 17%

Administration and Management of IT 17%

Educational Communications Technology Infrastructure 12% 12%

Percentage of Operating Expenditures
Identity Management Research 1%
Computing 1%

Information Security 2% Other IT Domain 3%
Data Center 4%

Information Systems and Applications 18%

Administration and Management of IT 17%

Enterprise Infrastructure and Services 12%

IT Support 17%

Educational Communications Technology Infrastructure 12% 12%

CDS2013 M1Q16

Percentage of Operating Expenditures
Research Computing 1%

CDS2013 M1Q16

Percentage of Operating Expenditures
Research Computing outsourcing 1% Research Computing in-house 99%

CDS2013 M1Q19

How is your institution organized to support research?
50% 45% 40% 35%
minimal resources to provide IT services to support research computing departments independently provided IT services to support research computing

30%
25% 20% 15% 10% 5% 0%

integrated set of IT services to support research computing

planning an integrated set of IT services to support research computing

2011
CDS2013 M4Q1

2012

2013

Which org. unit is responsible for Research Computing?
100% 100% 90% 90% 80% 80%
70% 70% 60% 60% 50% 50% 40% 40%

Primarily central IT
20% 26% 43% 60% 25%

Primarily central IT

32%
13%

28%

32%
15% 36%

30%

30%

27% Shared between Shared between central IT central IT and other and other admin or admin or academic academic unit(s) unit(s) Primarily admin Primarily other other admin or or academic unit(s) 41% academic unit(s)

34% 19%

34%

46%

32%
48%

30% 30%
20% 20% 10% 10% 0% 0%

11% 22%

33%

11% 23%

12%

Primarily system or Primarily system or district office district office Primarily outsourced Primarily outsourced

26%

AA2011 BA Priv CDS2013 M1Q6

BA 2012 MA Pub Priv

MA Pub

DR 2013 DR Priv Pub

Not applicable - no - no Not applicable organizational organizational unit unit INTL responsible responsible

Consulting and support services Primarily central IT
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
Primarily central IT

36%

30%
Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced to government agencies or other non-commercial Primarily outsourced to commercial service providers Not applicable - service not provided

Consulting/support for Consulting/support for storage solutions and high-performance data access, including computing those mandated by configuration and federal grants operation
CDS2013 M4Q2

Consulting and support services Primarily shared
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
Primarily central IT

35% 39% 42%

Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced to government agencies or other non-commercial Primarily outsourced to commercial service providers Not applicable - service not provided

Review and/or Review and/or approval of other approval of technical aspects of information security research projects plans for research involving sensitive data
CDS2013 M4Q2

Hosting or facilitating events to introduce new technologies to and share experiences among researchers

Consulting and support services Primarily other unit
100%
90% 80% 70% 60% 48% 56% 34%
Primarily system or district office Primarily outsourced to government agencies or other non-commercial Primarily outsourced to commercial service providers Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily central IT

50%
40% 30% 20% 10% 0%
Assistance in preparing research grant applications
CDS2013 M4Q2

Statistical consulting

Review and/or approval of NSFrequired data management plans as part of NSF proposals

Not applicable - service not provided

Consulting and support services Primarily not provided
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
Consulting/support for Consulting/support for Consulting/support for Consulting/support for visualization access to federally access to commercial software development funded research cloud computing and software porting resources resources CDS2013 M4Q2

43%

42%

36%

30%

120 100

Teraflops (TF) of peak performance

18 16 14

Typical amount of RAM per core (Gb)

80
60

12
10 8

40 20

6 4

2
0
Central IT Other Academic unit administration unit

0
Central IT Other Academic administration unit unit

Number of compute cores
6000 5000 20000

Number of GPU cores
18000
16000

4000 3000 2000 1000 0
Central IT Other Academic unit administration unit

14000
12000

10000
8000

6000
4000

2000
0
Central IT Other Academic unit administration unit

Information Security
Joanna Grama Portfolio Manager EDUCAUSE

Percentage of Operating Expenditures
Identity Management Research 1%
Computing 1%

Information Security 2% Other IT Domain 3%
Data Center 4%

Information Systems and Applications 18%

Administration and Management of IT 17%

Enterprise Infrastructure and Services 12%

IT Support 17%

Educational Communications Technology Infrastructure 12% 12%

Percentage of Operating Expenditures

Information Security 2%

Percentage of Operating Expenditures
Information Security outsourcing 6% Information Security in-house 94%

Information Security Reporting

Shared between central IT and other unit(s), 7% Primarily other admin or academic unit(s), 1%

Primarily central IT, 90%

Primarily system or district office, 1%

Primarily outsourced, 1%
No organizational unit responsible, 0%

Information Security Reporting by Class
100% 90% 80% 70% 60% 50% 91% 96% 93% 88% 91% 91%
Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s)
Primarily system or district office Primarily central IT

87%

90%

40%
30% 20% 10%

Primarily outsourced

0%
AA BA Priv BA Pub MA Priv MA Pub DR Priv DR Pub INTL

Not applicable - no organizational unit responsible

Central IT InfoSec Responsibility
100% 90% 80% 70% 60% 90% 90% Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced Primarily central IT

91%
50% 40% 30% 20% 10% 0% 2011

Not applicable - no organizational unit responsible
2012 2013

Central IT InfoSec Responsibility (Top Three Activities 2012 vs. 2013)
100%
90% 80% 70% 60% 50% 40% 96%
Shared between central IT and other admin or academic unit(s) Primarily central IT

95%

91%

91%

91%

91%

Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced

30%
20% 10% 0% 2012 2013 2012 2013 2012 2013 Network segmentation Firewall operation Network access and management control

Not applicable - no organizational unit responsible

Shared InfoSec Responsibility
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 7% 0% 2011 2012 2013 7% 7% Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced Primarily central IT

Not applicable - no organizational unit responsible

Shared InfoSec Responsibility (Top Three Activities 2012 vs. 2013)
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
Primarily central IT

Shared between central IT and other admin or academic unit(s)

55%

56%
46% 38%

64%

60%

Primarily other admin or academic unit(s) Primarily system or district office

Primarily outsourced
2012 2013 2012 2013 2012 2013 Not applicable - no organizational unit responsible Information security PCI (payment card and privacy industry) regulatory compliance compliance (e.g., HIPAA, FISMA, ITAR, PCI DSS) Information risk management

Outsourced InfoSec Activities
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0% 2011 2012 2013 0% 1% Not applicable - no organizational unit responsible Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced Primarily central IT

Outsourced InfoSec Responsibility (Top Four Activities 2012 vs. 2013)
100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
2012 2013 2012 2013 2012 2013 2012 2013

Primarily central IT

Shared between central IT and other admin or academic unit(s) Primarily other admin or academic unit(s) Primarily system or district office Primarily outsourced

12%

15% 6%

6% 5% 6%

8%

5%
Not applicable - no organizational unit responsible

Penetration testing

Scanning of Scanning the web network for applications for vulnerabilities

Forensic analysis

Risk Assessments by Area
100%
90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2011 2012 2013
Central IT systems and infrastructure Central administrative systems and data No risk assessments Instructional systems and data Medical center systems and data Research systems and data

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