InformatIon technology StrategIc Plan

InformatIon technology

StrategIc Plan

boSton college ItS

verSIon 1.1, SPrIng 2015

Informaon Technology Strategic Plan

Boston College ITS

Version 1.1, Spring 2015

I am pleased to present this rst update to our strategic plan for

informaon technology at Boston College. Version 1.1 of our plan

demonstrates our commitment to ensuring that, in collaboraon

with our partners on campus, we connue to idenfy those

iniaves and strategies that are most important to the University.

Our goal of keeping our plan current helps ensure that our

resources connue to be aligned with the changing priories of the

University and in full support of the dynamic learning, research,

service, and student formaon iniaves at Boston College.

The process used to update our plan, while more streamlined than

our inial planning eorts, was carefully implemented under the

same guiding principles of inclusion, listening, and collaboraon

that successfully delivered version 1.0. We found that the growth

of the University’s use of technology connues to increase

the demand for advanced soluons and services. Several new

iniaves were idened and have been included in the plan.

Completed goals, objecves, and acon items were removed and

others consolidated to reect changes on the campus.

We remain commied, through our values of collaboraon,

service, connuous improvement, and innovaon, to the delivery

of quality soluons in support of the University’s mission.

On behalf of the enre ITS team of dedicated professionals, thank

you for your connued interest and support!

Leer from Vice President, Informaon Technology Services

1 Introducon

3 Vision, Mission, and Values

5 Key Strategic Iniaves

5 Learning and Teaching

7 Research

10 Customer Service

11 Administrave Applicaons

13 Security

15 Infrastructure

17 Moving Forward

18 Goals, Objecves, and Acon Items

26 Acknowledgments

Table of Contents

Informaon technology connues to be a key component in

how we support our faculty, students, researchers, and sta on

campus. Consequently, technology has become more pervasive

and plays an ever-increasing role in the daily lives of those in our

community both on and o campus. Technology not only supports

the demands of the academic environment, the needs of our

administraon, and the learning and quality of life of our students

but also the well-being and safety of our enre community.

The Informaon Technology Services (ITS) organizaon will

connue to ulize the established governance structures to

provide support and facilitate thoughul investment and

allocaon of resources to meet the needs of the community. Our

commitment to iniate an IT Strategic Plan and periodically review

it, as the needs of our community change and new technologies

become available, speaks to our ongoing focus on the expanded

use of technology and its importance in all areas of the University.

While working on this update to our plan, we have received

enthusiasc support demonstrated by the willingness of our

colleagues across the University to collaborate with ITS sta on

this eort.

The planning eorts were again focused on six strategic areas

of importance:

1. Learning and Teaching

2. Research

3. Customer Service

4. Administrave Applicaons

5. Security

6. Infrastructure

Teams of department representaves from across campus joined

with their ITS colleagues in a process that included a review of the

status of exisng goals, objecves, and acon items, and

concluded with a refreshed Strategic Plan. Prior to this Strategic

Plan review, interviews and conversaons with faculty, students,

and administrators across campus were also conducted and

provided valuable input to the process. As well, collaboraons

with exisng groups such as the Academic Technology Advisory

Board, Faculty Technology Commiee, and Data Security Ocers

provided insights into the changing needs and uses of technology

across the campus. These acvies and conversaons, in addion

to acon items from Administrave Program Reviews, have

informed and inuenced every aspect of our planning process.

Introducon

Buildingontheseefforts,atwodayplanningretreatprovidedthe

opportunitytofurtherenhancetheframeworkforthe

consolidationandalignmentofournewsetofgoals,objectives

andactionsitemswiththosecurrentlyintheplan.Asaresultof

thiscollaborativereviewprocess,theBostonCollegeInformation

TechnologyStrategicPlanwillcontinuetoserveasaroadmapfor

technologyattheUniversity.Itsgoalsandobjectivesareintended

toensurealignmentwiththeUniversityMissionandStrategic

Plan.Manyofourplan’sgoalsarelonglastingbutthesupporting

objectivesandactionitemswillcontinuetobeadaptedand

changedtoreflectchangestostrategicpriorities.Assuch,some

newobjectivesandactionitemshavebecomeapartofthis

update,butthedeliverablesidentifiedandincludedinthis

documentareacontinuationofeffortsidentifiedinVersion1.0of

ourplan.

InformationTechnologyServicesiscommittedtocontinuethis

levelofcollaboration,communication,andengagementaswe

regularlyrevisitourInformationTechnologyStrategicPlan.The

planwillcontinuetobeupdatedtoreflectchangestothecurrent

environmentorUniversitystrategicprioritiesaswellasthe

dynamicchangesintechnology.

Building on these eorts, a two-day planning retreat provided

the opportunity to further enhance the framework for the

consolidaon and alignment of our new set of goals, objecves,

and acons items with those currently in the plan. As a result

of this collaborave review process, the Boston College

Informaon Technology Strategic Plan will connue to serve

as a roadmap for technology at the University. Its goals and

objecves are intended to ensure alignment with the University

Mission and Strategic Plan. Many of our plan’s goals are long

lasng, but the supporng objecves and acon items will

connue to be adapted and changed to reect changes to

strategic priories. As such, some new objecves and acon

items have become a part of this update, but the deliverables

idened and included in this document are a connuaon of

eorts idened in Version 1.0 of our plan.

Informaon Technology Services is commied to connue this

level of collaboraon, communicaon, and engagement as we

regularly revisit our Informaon Technology Strategic Plan.

The plan will connue to be updated to reect changes to the

current environment or University strategic priories as well as

the dynamic changes in technology.

Informaon Technology Services Vision, Mission and Values

Vision Statement

Informaon Technology Services will be recognized as a high-

performance team providing technology excellence that advances

learning, teaching, research, and student formaon in alignment

with Boston College’s mission and goals.

Mission Statement

Informaon Technology Services provides secure, reliable and

integrated technology soluons in alignment with academic and

administrave goals, while delivering excellence in customer

service. In support of this mission, we will:

• Partner with the University community to understand the

informaon technology needs of faculty, sta and students.

• Provide leadership and planning for the eecve and strategic

use of emerging technologies.

• Demonstrate technical and operaonal excellence through a

commitment to professionalism and connuous improvement.

Boston College ITS Core Values

Our Core Values drive and guide us as we serve the University

community. As members of ITS, we are commied to:

• Collaboraon: We are dedicated to a construcve, team-

oriented environment, gathering varied perspecves, sharing

knowledge and building eecve partnerships with key

stakeholders.

• Connuous Improvement: We strive for operaonal

excellence through the on-going development of the sta and

the organizaon as a whole.

• Innovaon: We encourage creave and crical thinking in the

development of technology services and soluons.

• People: We listen to, respect, and care for faculty, sta,

students and one another, both professionally and personally.

• Service: We strive to provide excellent service by being

consistent, agile, reliable and accessible to all.

• Transparency: We leverage open communicaons and

thoughul business processes to be accountable in our

interacons and our work.

8

Learning and Teaching

Promong innovave and collaborave

opportunies for scholarship

The use of technology in support of learning and teaching

connues to evolve at Boston College. Informaon Technology

Services, in partnership with the Oce of the Provost, the

Center for Teaching Excellence (CTE), and other key stakeholders,

remains steadfast in its eorts to foster and sustain an academic

environment that promotes innovaon and scholarship. Through

the establishment of the CTE in 2014, Boston College connues

its focus on excellence in teaching by providing resources,

programming, and support for faculty and graduate students. The

CTE’s innovaon lab serves as a rapid prototyping environment

which will inform new classroom technology models and

standards. We look forward to collaborang with the CTE in

exploring new and innovave uses of technology in teaching even

as we connue to develop and support exisng pracces.

Physical and Virtual Learning Environments

Provisioning of learning models that align with the diverse

needs of our schools and also enhance and support the learning

experience.

In collaboraon with the Oce of the Provost, the CTE, and key

stakeholders across campus, we will work to idenfy the learning

and support models that best enhance the teaching and learning

needs of the community. Implementaon of the Canvas Learning

Management System provides a foundaon for the exploraon

of the appropriate mixture of blended and acve learning

designs. Moving to a more integrated physical and virtual learning

environment will greatly enhance the learning experience of our

students and extend its reach.

Student Informaon Systems

The integraon and combinaon of several student-related

applicaons (Enrollment Management, Student Accounts, etc.)

will provide technologies and support processes that can advance

BC’s technology posion and improve access and the ease of use

for our students.

In partnership with the Oce of the Provost, we will connue

with our implementaon of a modern Student Informaon

System (SIS) that provides next-generaon soware in support of

our core student processes. In addion to the Eagle Apps Student

modules, best-of-breed vendor soluons such as Degree Audit will

be implemented as part of the plan. This mixed approach will best

meet the full range of requirements for the new SIS at Boston

College. Our campus technology connues to change, and we will

ensure that our applicaon development and implementaon

eorts support the universal design framework that provides

guidelines for a barrier-free technology environment.

Research

Supporng excellence in academic inquiry

The value and success of research eorts across the campus

depend on the availability and reliability of excellent compung

resources. ITS connues to invest in the high-performance Linux

compung cluster in support of academic research pursuits.

The cluster is used by, but not limited to, Accounng, Biology,

Chemistry, Economics, Finance, Geology, Geophysics, Physics,

Psychology, Sociology, Instute for Scienc Research, Lynch

School of Educaon, Carroll School of Management, Theology,

and Graduate School of Social Work. Currently, users of the

Academic Research cluster have access to over 30 soware

packages. ITS will connue to provide focused support and

resources for researchers’ needs.

Enhance High-Performance Computaonal Resources

As research eorts on campus move toward a more data-centric

and computaonal model, the demands on our high-performance

Academic Research Cluster are projected to grow.

ITS will work to create and support resources for research

compung that foster community among researchers and provide

a vehicle to deliver compung resources and services in a shared

manner that is easily accessed by all faculty research groups. We

will perform quarterly usage analysis for the purpose of guiding

annual upgrades in performance and capacity of the Academic

Research cluster and web and database servers.

Research Community Service and Support

ITS Research Services provides a variety of services and stascal

support to researchers on campus.

We are commied to growing and developing a sta of research

compung professionals to support and assist researchers. ITS

Research Services sta will work with the Provost’s Oce and the

Vice Provost for Research to invesgate and provide the necessary

resources and capabilies to support the emerging scienc

and data needs of our researchers. We will provide stascal

programming support to assist in processing and analyzing grant

data, provide in-depth training in tools such as SAS, R, and Stata,

and assist with big data. ITS will connue to expand the Research

Services tutorials oered to include more topics in stascs,

qualitave methods, GIS, and other relevant areas.

Grant Management Support

A robust grant management applicaon is the foundaon for

service to research faculty and grant administrators.

ITS Research Services will work with the Vice Provost for

Research, faculty members, and the Oce of Sponsored Programs

to provide assistance to the Oce of Sponsored Programs. We

will oer support by providing direcon and guidance through the

requirements analysis, purchase, and implementaon of grant

management soware from pre-award through post-award.

Customer Service

Creang a culture of service excellence

The increased use of technology, in support of academic and

administrave needs on campus places a premium on service and

support. The ability to provide quality service requires connued

focus and organizaon. ITS is commied to ensuring that our

customer service iniave builds and sustains a culture of

service excellence. A framework based on the industry standard,

Informaon Technology Infrastructure Library (ITIL), will guide the

design of best pracces for informaon technology support and

service management. ITIL is a set of concepts and best pracces

for the management, delivery, and connuous improvement of

informaon technology services.

An Integrated, Customer-Centric, and

Intuive Experience

A support environment (physical and virtual) where members of

the BC community enjoy an experience that is customer-focused,

personalized, and intuive is a key iniave in our support plan.

In collaboraon with the Oce of the Provost, Center for Teaching

Excellence, and University Libraries, we will connue to improve

the physical spaces for service and the provisioning of technology

in support of pedagogy and research, greatly improving the

quality of support. We will also connue to enhance and deliver

a Catalog of Services which will provide an intuive, customer-

centric, self-service tool for all services, not just those of ITS.

Connuous Service Improvement

High-performing service organizaons benet from the existence

of a service culture that promotes connuous review and

improvement. ITS will work to create and connually improve a

culture of service and support within the organizaon.

ITS will develop and implement well-arculated service and

support protocols based on industry standards. We will review

exisng service and support procedures against frameworks

such as ITIL, dening specic plans for improvement and ongoing

review. We will also leverage the important partnerships with our

user community to ensure that their needs are guiding connuous

review and improvement. Through these personal connecons,

systemac data collecon, and analysis, we will connually

improve a framework for service delivery and support that best

meets the needs of the University. Addionally, we will focus on

developing a culture of service by conducng ongoing customer

service training programs for both support personnel and key

partners to maintain a consistent approach to service excellence.

Administrave Applicaons

Providing tools for organizaonal

eecveness and alignment

Administrave applicaons impact all members of the Boston

College community. Key to the successful operaons of the

University, these applicaons support business processes,

provide tools that support analysis and decision making,

and ensure compliance with regulatory requirements. ITS, in

partnership with the user community, will connue to enhance

administrave applicaons to improve funconality, accessibility,

and service delivery.

Business Intelligence and Enterprise Reporng

Decision making at all levels across the University requires access

to informaon. An enterprise data repository that consolidates

data from mulple authencated sources is a vital component in

support of decision making and related informaon needs such as

reporng and analysis.

In collaboraon with Instuonal Research, University

Advancement, Finance, as well as other key administrave areas,

ITS will develop a University Business Intelligence Strategy. We will

connue to design and develop the data architecture to provide

informaon that is consistent, accurate, and secure. We will also

develop and implement educaon and communicaon plans

that eecvely communicate our enterprise reporng soluons

and best pracces to improve the awareness and adopon of

enterprise tools and reporng processes. In addion, ITS will

review exisng reporng frameworks and tools (strategic and

operaonal) and clearly dene operaonal reporng standards.

We will also invesgate and recommend alternave frameworks

for the management of supplemental department data.

Evolve ITS Applicaon Environment

Applicaon development and delivery has become more

complex and the demand for applicaons to be available on all

devices presents a challenge for ITS. The connued growth of

SaaS (Soware as a Service) provides new opportunies and

challenges.

ITS will connue to expand the use of SaaS opons, where

appropriate, under a University applicaons architecture

framework. ITS will dene and document SaaS guidelines and

the architecture framework. We will review industry standards

and best pracces for applicaon development and delivery.

We will develop an applicaon development architecture

roadmap based on industry standards and best pracces. We

will connue to support accessibility requirements for tools

and technologies provided to the Boston College community

and develop a plan for connuous engagement with

departments on accessibility iniaves.

Collaborave Relaonships

Collaboraon with the University community is central to our

vision and mission and key to understanding the informaon

technology needs of faculty, researchers, sta, and students.

ITS will connue to idenfy and foster opportunies for

synergisc and collaborave relaonships around technology

both internally among the University’s administrave units and

externally among regional instuons. We will build on the

success of the Technology Forum to explore and share ideas

on technology soluons. We will improve our capability to

successfully educate, implement, and train the community on

new innovaons and technologies.

Security

Managing risk with people, process,

and technology

Informaon Technology Services connues its commitment to

the BC community that the University’s informaon resources

are protected using industry standards and best pracces. Our

security iniaves focus on ensuring the condenality and

integrity of these resources while increasing the level of security

awareness and educaon of our user community. We connue

to enhance our data and network infrastructure and update our

informaon security policies as needed.

Security Infrastructure

The University connues to face substanal security-related

challenges including compliance, and nancial and reputaonal

risks if appropriate procedures are not adhered to on a

connuous basis. Arculaon and adopon of the University

security architecture will ensure a common understanding of

security iniaves and procedures.

ITS will connue to develop informaon security infrastructure

and management pracces using industry standards (ISO27002)

in support of the specic needs of the University. We will

connue to build on exisng frameworks for security educaon

and awareness as a means of minimizing the associated risks to

the University community. We will document and communicate

the security architecture roadmap to facilitate and support the

adopon and implementaon of technologies and processes

across the campus in a secure manner. We will develop ITS

security checklists that outline best pracces and allow user-

friendly self-cercaon as a means of ongoing risk migaon.

Data Security

Data connues to be one of our strategic assets. Our

commitment to data security and integrity is strongly

supported by University senior management. The protecon or

stewardship of data is the responsibility of all members of the

Boston College community.

ITS will work to strengthen the overall data security posture by

enhancing Boston College business pracces so that consistent

data security pracces are in place throughout the community.

We will design and implement an ongoing data security

awareness campaign for all levels of the University community.

In collaboraon with other key groups (e.g., Data Security

Ocers), we will connue to focus on mandatory data security

training while introducing addional content as appropriate.

ITS will work to ensure compliance with the University Data

Security Policy via training and awareness. We will create

environments that encourage the safe storage of data, including

automang safe storage where appropriate. In addion, we

will also rene the implementaon of the governance model

outlined in the University Data Security Policy to improve data

security at Boston College and work to classify University data

in accordance with the University Data Security Policy.

Security Educaon and Awareness

ITS has made signicant progress in raising the awareness

of members of the Boston College community regarding

security and the protecon of informaon assets. We are

commied to connuing this educaon and awareness and

will connue our eorts to minimize the associated risks to

the University community.

We will connue to implement our security awareness and

educaon programs across the campus. These programs will

address current and potenal risks, and compliance issues, and

be a collaborave eort with our partners across the campus.

These programs will reect external research and incorporate

industry best pracces.

Infrastructure

Ensuring current and future compung

requirements are realized

As the needs for technology on campus connue to change, our

ability to provide a technology infrastructure that is reliable,

scalable, and exible is of paramount importance. An adaptable

and agile infrastructure upon which Informaon Technology

can deliver services to the Boston College community will

ensure our ability to meet growing user needs and support

University goals. Our infrastructure iniaves will posion us

for greater adaptability and capacity as we incorporate many of

the transformaonal technologies being introduced on campus.

ITS selects projects for investment that support the connuous

improvement of our infrastructure while ancipang the future

technology needs of the Boston College community.

Identy Access Management

The need for users to securely and seamlessly access data or

systems across mulple domains/locaons is driving our eort to

implement a modern Identy Access Management System.

We will connue our eorts to implement and leverage federated

identy services to enable and support secure collaboraon with

colleagues at other instuons and improve access to applicaons

and systems for members of the Boston College community.

Following the Identy and Access Management (IAM) strategy

and architecture developed for Boston College, we will adopt and

implement iniaves including Mul Factor Authencaon (MFA),

Single Sign On (SSO), and Federated Identy Management (FIM).

We will implement a modern person data management system,

rene our access controls to provide the appropriate level of

granularity, and provide access to new constuents.

Mobile Infrastructure

The demand for locaon- and device-independent access to

applicaons and informaon by members of the Boston College

community and its aliates has driven our eorts to deliver

services to meet these needs.

To support this, ITS will work to evaluate the mobility needs of

the community and dene and develop a mobile access strategy

and architecture balancing security and ease of access to Boston

College services.

Virtualizaon and Cloud-Based Technologies

Virtualizaon and cloud-based compung connue to inuence

and shape our ability to improve service delivery to our users.

We will connue to achieve eciencies in providing IT services by

leveraging virtualizaon and cloud-based technologies where and

when appropriate. We will explore the use of IaaS (Infrastructure

as a Service) opons, where appropriate and cost-eecve, within

the appropriate University IT frameworks. We will connue to

build out our internal cloud pilot to evaluate the viability of such

an opon, and connue to expand the use of virtual servers in the

Data Center in support of University iniaves as appropriate.

Capacity Planning and Connuous Improvement

The growth and expansion of University services and

applicaons require an ongoing commitment to investment

in our infrastructure. A thoughul review of, and measured

planning eort for, infrastructure investments will ensure a

reliable and scalable technology infrastructure.

ITS will implement a storage study to maintain and grow the

disk storage infrastructure to address the needs of the BC

community for data storage. We will also monitor the need

for high-performance compung as it relates to big data. We

will connue the work to improve the wireless infrastructure,

including bandwidth and coverage, and expand our coverage

of outdoor spaces. We will develop a roadmap and plan for

transion to new internet protocol standards (IPv6) and

integraon with IPv4. ITS will include a focus on sustainability

while planning for increased capacity and new services.

Enterprise Infrastructure Applicaons

Enterprise applicaons are key components of infrastructure

services provided to the Boston College community.

Applicaons such as email, MyFiles, bc.edu, and the Agora

portal provide addional support for core business funcons

and require connued review and modernizaon.

ITS will connue to provide enterprise applicaons through

an array of collaboraon tools that support the University’s

business and informaon needs. The migraon of students,

faculty, and sta to Gmail and our work to replace MyFiles

(web storage) with more modern tools are examples of the

way we have leveraged on-site and Soware as a Service (SaaS)

to best meet the needs of our community. We are analyzing

our web capabilies as part of our evaluaon and redesign

of the University website (bc.edu) and review the skills and

technologies needed to sustain this core University service.

Moving Forward

This plan presents the updated

priories and iniaves for informaon

technology at Boston College. The work

presented here includes some new

iniaves and ongoing eorts idened

in Version 1.0 of our plan.

We look forward to working with our

colleagues across the campus to bring

this plan and its goals to fruion.

We will connue to update this plan

as needed to reect any changes to

our current environment and any new

University priories. We will connue

to communicate regularly on our

progress.

Please visit our website at www.bc.edu/

its-plan for more informaon or contact

Denis Walsh, Director, ITS Planning and

Porolio Governance, at denis.walsh@

bc.edu.



Goals,Objectives,andActionItems

LearningandTeaching

GOALI

Createandsustainanacademicenvironmentthatpromotesinnovationandscholarship,andthroughcollaboration

encouragestheexplorationandadoptionofnewteachingtools.

OBJECTIVES ACTIONITEMS

1.WorkwiththeOfficeoftheProvost,theCenterfor

TeachingExcellence,andkeyacademicstakeholdersto

identifystrategiesforenrichingfacultyandstudent

scholarshipandteachingusingemergingtechnologies.

• Developaroadmaptoguidefacultyandstudentadoptionofinnovative

technology.

• Developsupportmodelsthatencourageactiveandreflectivelearning.

2.WorkwiththeOfficeoftheProvost,theCenterfor

TeachingExcellence,andkeyacademicstakeholdersto

identifystrategiesforimplementingonlineinitiativesto

enhanceandsupportthelearningexperience.

• Researchvariousmodelsofonlinedeliverythatalignwithschool,

department,andprogramgoals.

• Implementaframeworkforonlinecoursedeliverythatincludesthe

appropriatetechnology,support,andresources.

• InvestigateanddeterminetheneedforcompetencybasedmodelsatBoston

College.

GOALII

ProvidetechnologiesandprocessesthatfacilitateBC’spositionattheforefrontofteachingtechnologyandenhancethe

learningexperienceofstudents.

OBJECTIVES



ACTIONITEMS



1.Continuetoenhanceaccessibilityofcoursematerialsand

learningenvironmentsinsupportoftheUniversity’sgoalofa

barrierfreeenvironment.

•

Investigateopportunitiestoprovideclosedcaptioningfornewmediaand

publicmediaalreadyproduced.

• Developaplanforthecontinuousengagementoffacultyandstudentson

accessibilityinitiatives.

2.ImplementamodernStudentInformationSystemthat

providesnextgenerationsoftwaretosupportandimprove

ourcorestudentprocesses.

•

AdoptLearningToolsInteroperability(LTI)asthestandardmethodof

integratingapplicationswithinourLearningManagementSystem.

• DevelopagovernanceprocessandstandardsforaddingnewLTIs.



Research



GOALI

ProvideservicesandtechnologiesthatsupporttheUniversity’sresearchcommunity.

OBJECTIVES ACTIONITEMS

1.WorkwiththeOfficeoftheProvostandtheViceProvost

forResearchtoinvestigateandimplementrequiredresources

andcapabilitiestosupportemergingscientificanddataneeds.

•

ExpandResearchServicestutorialstoincludemoreofferingsinstatistics,

qualitativemethods,GeographicInformationSystems(GIS),andothertopics.

• Providestatisticalsupportforgrants.

• Providestatisticalprogrammingsupporttoassistinprocessingandanalyzing

grantdata,toprovideindepthtrainingintoolssuchasSAS,R,andStata,

andtoassistwithbigdatainitiatives.

• ProvideGISsupportfortheHumanitiesandSocialWork.

• SupportUniversityinitiativesonbigdataandserveanactiveroleasBoston

Collegeworkstoadvanceitsintegratedsciencesprograms.

2.Facilitatethebusinessprocessesofgrantandpurchase

management.

•

AssisttheOfficeofSponsoredProgramsbyprovidingtherequired

applicationsforgrantmanagementfrompreawardthroughpostaward.

Thissupportincludestheselection,purchase,andimplementationof

supportingsoftware.

GOALII

Createandsupportresourcesforresearchcomputingthatfostercommunityamongresearchersandprovideavehicleto

deliversharedcomputingresourcesandservicesinamannerthatiseasilyaccessedbyfacultyresearchgroups.

OBJECTIVES



ACTIONITEMS



1.Continuetoenhancehighperformancecomputational

resourcestosupporttheevolvingrequirementsofthe

researchcommunity.

• Performquarterlyusageanalysisforthepurposeofexecutingannual

upgradesinperformanceandcapacityoftheResearchComputingcluster.

2.Continuetoprovideanddevelopastaffofresearch

computingprofessionalstosupportandassistresearchers.

•

Continuetoincreaseourcapabilitiesinscientificcomputingtechnologies,

includingparallelcomputing,andsoftwaretoolssuchasMATLABand

researchmethodssuchasNetworkAnalysis,MultilevelModeling,Mixed

Methods,andBiostatistics.



CustomerService

GOALI

WorkingwithinITSandwithourBostonCollegepartners,transformtheexistingsupportmodeltoonethatismore

integrated,customercentric,andintuitive.

OBJECTIVES ACTIONITEMS

1.Furtherdevelopandenhancethephysicalandvirtual

customerexperienceformembersoftheBCcommunityin

ordertocontinuouslyimprovetheiruseoftechnology.

• Securebenchmarkingactivitieswithkeypartnersinhighereducationaswell

asotherindustryverticalssuchashospitalityandhealthcare.

• ContinuedevelopingtheServiceCatalogtoprovideanintuitive,customer

centricselfservicetoolforalltechnologyservices.

• ContinueworkwiththeOfficeoftheProvost,CTE(CenterforTeaching

Excellence),andUniversityLibrariestocreatephysicalspacesforresearch,

support,andtheprovisioningoftechnologyinsupportofpedagogy.

GOALII

CreateandcontinuallyimproveacultureofserviceandsupportwithintheITSorganization.

OBJECTIVES



ACTIONITEMS



1.Developandimplementawellarticulatedserviceand

supportmodelbasedonindustrystandards.

• Reviewexistingserviceandsupportproceduresagainsttheindustrystandard

frameworkssuchasInformationTechnologyInfrastructureLibrary(ITIL)and

TotalQualityManagement(TQM).Performgapanalysisanddefinespecific

plansforimprovement.

• DevelopastrategyformanagingthemanyrelationshipsbetweenITSandits

userbaseacrosstheBostonCollegecommunity.

2.CreatecollaborationteamswithITSandBCpartnersforthe

purposeofgeneratingactionableimprovementsinservice.

•

WithintheareasofCustomerRelationshipManagement,Customer

IntelligenceandAnalytics,ContinualServiceImprovement,andResearchand

Development,developaframeworkforserviceimprovementthatbestserves

theneedsoftheUniversity.

3.Offerregularinternaltrainingopportunitiesforthepurpose

ofcreatingaconsistentapproachtoserviceexcellence.

•

Createongoingcustomerservicetrainingprogramsforbothsupport

personnelandkeyITSpartners.



AdministrativeApplications



 

GOALI

DevelopandimplementarobuststrategyandframeworktoensurethatBostonCollegeadministrativedataisreliableand

supportiveofimprovedadministrativeoperationscampuswide.

OBJECTIVES ACTIONITEMS

1.DevelopaUniversityBusinessIntelligenceStrategy(data,

reporting,andanalytics)withappropriatesecuritystandards

incollaborationwithInstitutionalResearch,University

Advancement,andFinanceaswellasotherkeyadministrative

areas.

•

Reviewexistingreportingframeworksandtools(strategicandoperational)

anddefineoperationalreportingstandards.

• Developandimplementeducationandcommunicationplansthatsupport

enterprisereporting.

• Investigateandrecommendalternativeframeworksformanaging

supplementaldepartmentaldata.

GOALII

EvolveBostonCollege’sadministrativeapplicationsdevelopmentenvironmenttoleveragecommonindustrystandardsand

practicestoprovidethebestsolutionstomeetUniversityneeds.

OBJECTIVES



ACTIONITEMS



1.ExpandtheuseofSaaS(SoftwareasaService)options,

whenappropriate,undertheapplicableUniversityIT

frameworks.

• DevelopsystemsandguidelinestoprovideongoingUniversitywideguidance

forSaaS.

2.Identify,define,anddevelopUniversityapplication

architectureframework.

•

Reviewcurrentinusetechnologies.

• Identifypossibleconsolidationofapplicationtools(e.g.,source

management,productioncontrol).

• Createstandardsaroundauniformapplicationdevelopmenttoolset.

3.Continuetosupportaccessibilityrequirementsfortoolsand

technologiesusedbytheBostonCollegecommunity.

•

Investigateopportunitiestoenhanceaccessibilityofexistingandnew

applications.

• Developaplanforcontinuousengagementwithdepartmentsonaccessibility

initiatives.



AdministrativeApplications



 

GOALIII

Identifyandfosteropportunitiesforsynergisticandcollaborativerelationshipsaroundapplicationstechnology,both

internallyamongtheUniversity’sadministrativeunitsandexternallyamongregionalinstitutions.

OBJECTIVES



ACTIONITEMS



1.ImproveITScapabilitytosuccessfullyeducate,implement,

andtrainthecommunityonnewinnovationsand

technologies.

• WorkwithITSchieftechnologisttodeveloproadmapsforadoptionof

technicalsolutionsandrequiredstaffdevelopment.

2.FacilitatediscussionsaroundaCustomerRelationship

Management(CRM)strategytoaddresscurrentandfuture

Universityneeds.

• Createaworkgrouptodeveloparoadmap/visionforCRMatBostonCollege.



Security

GOALI

AdvanceBostonCollege’sinformationsecurityinfrastructureandmanagementpracticesusingindustrystandards

(ISO27002)insupportofthespecificneedsoftheUniversity.

OBJECTIVES ACTIONITEMS

1.PositionBostonCollegeasaleaderinsecurityeducation

andawarenessasameansofminimizingtheassociatedrisks

totheUniversitycommunity.

•

Designandimplementongoingdatasecurityawarenesscampaignsforall

levelsoftheUniversitycommunitythat:

• addresscurrentandpotentialrisksandcomplianceissues

• reflectoutsideresearchandbestpractices

• areinformedbycommunityinputandfeedback

2.Strengthentheoveralldatasecurityposturebyenhancing

BostonCollegebusinesspracticestoensureconsistentdata

securitypracticesareinplacethroughoutthecommunity.

• Createenvironmentsthatencouragesafestorageofdata,including

automatingsafestoragewhereappropriate.

• Inconjunctionwiththedataclassification(seeSecurityGoalI,Objective3)and

IAM(seeInfrastructureGoalI,Objective1)actionitems,reviewuserrolesto

determineifadditionaloversightandpreventioncanbeprovidedforthose

withaccesstosensitivedata.

• DevelopITSsecuritycheckliststhatoutlinebestpracticesandallowself

certificationasameansofongoingriskmitigation.

3.Refinetheimplementationofthegovernancemodel

outlinedintheUniversityDataSecurityPolicytoimprovedata

securityatBostonCollege.

•

ClassifyUniversitydatainaccordancewiththeUniversityDataSecurityPolicy.

• Createuserfriendlyprocessesandtoolsforgeneraldataclassification

purposes.

• ReassesstherolesandcompliancerequirementsdefinedintheUniversity

DataSecurityPolicyandproposepracticalrecommendationsforthe

operatingenvironment.

• EffectivelycommunicatetherefinedUniversityDataSecurityPolicy.

4.Providetechnologiesandprocessesthatfacilitateadoption

ofsecurityinitiatives.

•

Provideacleararticulationofthesecurityarchitectureanddirectionto

ensureacommonunderstandingandapplicationofUniversitysecurity

initiatives.

• Documentandcommunicatethesecurityarchitectureroadmap.



Infrastructure

 

GOALI

TransformBostonCollege'sinfrastructureandapplicationservicestobettermeetuserneedsandsupportUniversitygoals

throughidentification,testing,andadoptionofnewinformationtechnologythatwillsupporttheUniversity’smission.

OBJECTIVES ACTIONITEMS

1.Implementaflexible,modernIdentityAccessManagement

SystemthatsupportscoreUniversityprocesses.

•

ImplementamodernAccessManagementsystemthatincludes:

• multifactorauthentication

• singlesignon

• federatedidentitymanagement

• updatedgroupsmanagement

• accesstonewpopulations

• accesscontrolstoprovidetheappropriatelevelofgranularity

• amodernpersondatamanagementsystem

• privilegedaccountmanagementsystem

2.AchieveefficienciesinprovidingITservicesleveraging

virtualizationandcloudbasedtechnologieswhereandwhen

appropriate.

• Exploreenhancementsandnewtechnologiesforapplicationdeliveryto

addressneedsforbothenterpriseandspecializedapplications.

• Introduceaninternalcloud.

3.EmpowerandsupporttheBCcommunityandaffiliatesfor

locationanddeviceindependentaccesstoUniversityservices

withaservicetomeettheseneeds.

• EvaluatethemobilityneedsoftheBCcommunity.

• DefineanddevelopamobileaccessstrategyandarchitectureforBCservices

thatincludessecurityandeaseofaccess.

4.Provideefficient,effective,andsecureaccesstoenterprise

informationtoensurequalityauthoritativeinformation

management.

•

Provideandprovisionamasterdatamanagementsolutioncomprisedof:

• anenterprisedatawarehouseandanoperationaldatastore

• datamartsandcubes(foranalytics)

• enterprisereportingsystem

• EnhancetheBCdatagovernancemodelandprocessforefficientand

effectiveaccesstoenterpriseinformation.

5.ExploretheuseofIaaS(InfrastructureasaService)options,

whereappropriateandcosteffective,withintheappropriate

UniversityITframeworks.

• Exploresolutionsincludingsoftwaredefinednetworksandnextgeneration

backupandrecoverystrategiesconsideringsecurity,capability,automation,

monitoring,andcost.



Infrastructure



GOALII

Provideenterpriseresourcesandprocessesthatfostercontinuousimprovementandorganizationaleffectiveness.

OBJECTIVES ACTIONITEMS

1.Developeffectivearchitecturalframeworksthatreflect

futurerequirementsandprovideameansforeffective

managementinidentifyingandselectingnewinformation

technology.

•

Developaframeworkandmethodologyfortheidentificationofinnovative

andnewtechnologiesandsolutionsthatimproveITSservicedeliveryand

efficiency.

• AnalyzecommonITSservicesandcreatetechnologytemplatestofacilitate

provisioning,configuration,andaccesscontrol.

• Develop,maintain,andcommunicatetheUniversityarchitecturesand

transitionplan.

2.Continuetoimproveenterprisebestpracticesfor

governance,capitalplanning,riskmanagement,andITS

projectportfoliomanagementthatareparticipativeand

transparent.

•

Evaluateexistingprocessestoensurethattheyresultinenhanced

productivity,efficiency,andagility.

• Exploremethodstoimprovetwowaycommunication,opendiscussion,and

thecultivation/exchangeofideas.

• PromoteandfosterskillsinITSthatallowthestafftokeeppacewithrapid

technologicaladvanceswhilecontinuingtoshifttheculturefrom“maintain

andoperate”to“innovate,operate,andmaintain.”

3.Developacapacityplanningandcontinuousimprovement

practice,includingsustainability,forservers,storage,and

networks.

•

Maintainandenhancethestorageinfrastructure.

• DeveloparoadmapandplanfortransitiontoIPv6andintegrationwithIPv4.

• Monitorneedforhighperformancecomputingandstorageasitrelatesto

bigdata.

Acknowledgments

A successful strategic planning process cannot be done in a

vacuum. This updated strategic planning document represents

the eorts of many members of the Boston College community.

The update process engaged team members in various ways and

culminated in a two-day planning retreat. The engagement and

support of all those involved not only demonstrates the level of

commitment to the task but also highlights the partnership that

exists between ITS and the enre Boston College community.

Guiding this update process from its inial stages to the

compleon of this updated version of the IT Strategic Plan

has been a most rewarding challenge and experience. The

process connues to have a transformaonal impact on the ITS

organizaon and reinforces our commitment to partnership and

collaboraon.

We would like to express our thanks to everyone who helped us

along the way. In parcular we would like to thank:

The academic groups who provided support and assistance:

The Academic Technology Advisory Board (ATAB), Faculty Tech

Contacts (FTC), University Research Council, the Center for

Teaching Excellence, and Instruconal Design and eTeaching

Services (IDeS).

Kelli Armstrong and Mike Pimental from IRPA.

Deans and Vice Presidents for their connued support and access

to resources.

Our hard-working Team Leads and Team Members.

Patricia Todus, Principle, TLC Resources Corp.

ITS Media Technology Services and the Oce of Markeng

Communicaons for photography services.

Boston College Information Technology Services

140 Commonwealth Avenue

Chestnut Hill, Massachusetts 02467

Phone: (617) 552–6060

www.bc.edu/its

This publication is available online at:

www.bc.edu/its/strategicplan

No portion of this document may be excerpted, copied, or reproduced in any

manner without the express written consent of Boston College.