The Enterprise Technology Center was created in summer 2009 from the former Administrative Computing as well as the Enterprise Applications division of Computing and Network Services and the Staff Lab from Instructional Technology Services. ETC has been designed to consolidate all of the resources in University Technology dedicated to Enterprise Applications development and support in a single customer-focused department. ETC’s mission is to fine-tune the University’s methodology for application development and support in order to improve customer service and prepare the University for the implementation of a new campus-wide Enterprise Resource Planning system to replace AIMS beginning in summer 2010.

The Challenge

The University is on target to begin the implementation of an enterprise-wide ERP system starting in July 2010. This implementation will require a radical shift in technologies used – particularly with regard to the existing legacy AIMS system – as well as a shift towards agile, customer-focused methodologies. In the larger University, the ERP process will require business units to adjust processes around the new system and reduce our dependence on custom software development.

It is also important to recognize the struggle that we are contending with today to implement the daily technology requests of our customers. By consolidating enterprise application resources inside of University Technology and consequently bringing new technology and methods to bear upon these challenges, we may be able to reduce this burden and focus on the road ahead.

Introducing the Enterprise Technology Center

The Enterprise Technology Center is a combined technology department designed to take on these challenges. ETC operates as a single department, designed to support all of the enterprise application needs of the University. ETC builds upon the computing, network, and server infrastructure foundation provided by Computing and Network Services and works closely with them in the provisioning of services. On top of this foundation, ETC provides critical University-wide services such as the primary ERP system, and other administrative and academic applications. ETC supports the instructional mission of ITS thorough the support of Moodle system and other applications which the academic program relies upon.

ETC’s governing philosophy is aligned along eight core attributes:

  • Methods-based - ETC is steeped in industry best practice. Alignment of a common philosophy and vision will be achieved through the discovery, selection, and implementation of best-practice methods for consulting, business process design, software development, and system maintenance throughout all areas of the department.
  • Project-centric – Like the former Administrative Computing, ETC is designed for the execution of project-based work with some operational responsibilities. Most ETC work is structured around projects.
  • Customer-focused – ETC services are built around our customers. The Staff Lab is the focal-point of customer interaction but everyone in ETC has responsibility to engage with customers and understand their needs. ETC will engage with its customers at the same level as a professional consulting firm, and develop standard methods for gathering requirements, prototyping, testing, usability and user-acceptance, knowledge transfer, and measurement of success and customer satisfaction.
  • Empowering - Through its customer-focused approach, the ETC empowers customers to take maximum advantage of the technology. ETC educates its customers on best-practice and invites and encourages them to take an active ownership role in their applications.
  • Cross-functional – In the ETC, leadership is encouraged at all levels of the organization. Most of the staff in ETC will have some cross-functional leadership role, either on a particular project, or a standing role as a subject-matter expert or a cross-functional manager in charge of tone and message for one of the department’s key functions, such as Consulting Services.
  • Agile - ETC will employ agile methods of design and development that enable us to engage our customers at every step of the development process, ensuring that the systems are well aligned to our customers’ needs.
  • Transparent – ETC will adopt a policy of “transparent by default,”. ETC will use the U-KNOW system extensively and disclose publicly our methodologies and technology. ETC will publish its medium and long-term project and operation plans on U-KNOW as they are developed.
  • Engaged - ETC is engaged with the University. ETC personnel are encouraged to participate in the University community through committee organizations or other means. ETC members are encouraged to learn all that they can about University business. ETC will also has a special engagement with the academic program through our relationship with the Computer Science program.

ETC Components and Services

ETC is broadly divided into three service “tiers” which are managed cross-functionally. All ETC personnel participate in each tier.

  • Consulting and support services – comprises the “front-office” of ETC. The focal point of Consulting services is the Staff Lab. Consulting services is responsible for engaging the customer and administering ETC’s project management methodology.
  • Application development and support services – Comprises the backend maintenance and development for user-facing applications, such as AIMS, Moodle, Ektron, etc. Application services responsibilities include the day to day operational maintenance of these applications as well as system upgrades and other related planning activities for these applications.
  • Middleware and integrated technology services – Core middleware and integration consists of the services that sit directly on top of the server and network infrastructure provided by CNS and form the integration “glue” between all user facing applications. Core middleware and integration includes central database administration, the identity and access management foundation, the delivery infrastructure for web applications, and other system integrations.

Engagement with the Drew Computer Science program

ETC works with the College’s Computer Science program to mutual benefit by sharing methodologies, providing technology resources and exposure to enterprise systems to students and engagement of students on Enterprise projects. The value this brings to the students is self-evident. Working on enterprise projects provides real exposure to topics such as business process design or enterprise system architecture that are hard to acquire in a classroom setting. Further, it is relatively easy to engage students on these projects since the direct impact of their work is realized as a benefit to the University they are a part of. The IT department benefits both in terms of gaining a valuable student perspective on the systems and applications we are supporting, and in providing incredibly powerful motivation for IT employees to have a positive impact on students.

The current Drew Computer Science program fully embraces the concept of engaged learning and ETC is but one of the program’s partners in this venture. The program has established partnerships both internally – with the IT department, the Library, and other academic departments – and externally with local businesses.