Academic IT and Professional Partnerships: LSP LSP-Pro

1. Academic IT and Professional Partnerships: LSP & LSP-Pro Sean McCord: University of VA, ITC, Departmental Computing Support, LSP Coordinator (semi@virginia.edu) Bruce Carveth: UVA Health System, Transplant Dept., DBA and LSP (bgc3v@virginia.edu )

2. What is an LSP? Little Silly People? Lithuanian Shore Patrol? Lively, Somewhat Piquant?

3. What is an LSP? Local Support Partner

4. What is an LSP? Local A technician employed by the department they serve

5. What is an LSP? Local Support Whose primary job responsibility is providing IT support...

6. What is an LSP? Local Support Partner In partnership with ITC

7. Local Support Partners What are the requirements? 50% or more of your job descriptions entails IT work You have the permission of your supervisor

8. Local Support Partners Who developed these criteria? The LSPs themselves, in the body of the LSP Steering Committee

9. Local Support Partners The LSP Steering Committee consists of representatives from one of three categories of LSPs, elected by their fellow LSPs.

10. Local Support Partners The (current) LSP Groups: Academic Administrative Health System

11. Local Support Partners Three LSP Groups,defined by their customer base. How did this come about?

12. Local Support Partners

13. Local Support Partners LSPs are not just �desktop support�; they are: Server Admins Web Gurus Programmers and Developers also, Desktop Support

14. Local Support Partners LSPs are IT Specialists Program is now 11 years old 240 strong and growing A peer support community

15. Local Support Partners LSP benefits: Mailman lists Conferences Knowledge Exchange Website and Server Space Resources Early information from ITC Collaborate with LSAs (Local Support Associates)

16. Local Support Partners Being an LSP requires nerves of steel...

17. Local Support Partners The Future of the LSP Program

18. What is LSP Pro?

19. Committee on Training and Professional Development Communications IT Technical Progression Orientation of New LSPs Professional Development Partners Manager Relations Just-in-Time Training Topics Needs Assessment / Business Case An early need expressed by many LSPs: Training. The CTPD was formed to oversee development of a new service focusing on both training and development but also its recognition by Human Resources. The CTPD oversaw seven sub-committees that operated for more than a year, some of which produced major reports and others of which had difficulty getting off the ground. Early approaches to the Administration (Office of Learning & Development) indicated that we had to complete a needs assessment in order to capture the attention of Administration. Demonstrate a need for training, they said, and you may get a seat at the table. The CTPD undertook a major on-line survey: Tell It Like It Is.An early need expressed by many LSPs: Training. The CTPD was formed to oversee development of a new service focusing on both training and development but also its recognition by Human Resources. The CTPD oversaw seven sub-committees that operated for more than a year, some of which produced major reports and others of which had difficulty getting off the ground. Early approaches to the Administration (Office of Learning & Development) indicated that we had to complete a needs assessment in order to capture the attention of Administration. Demonstrate a need for training, they said, and you may get a seat at the table. The CTPD undertook a major on-line survey: Tell It Like It Is.

20. Tell it Like It Is 63% (148) LSPs participated 35% (61) LSP Supervisors participated Survey looked both at LSPs and at their supervisors; both surveys were designed to work together. Completed in the Fall of 2005. Required a major commitment of time, each survey needing about � hour to complete. That we had such a high level of participation is an indication of the demand for an answer to the hunger for training and professional development. Here are a few results from the survey: Participation from HS and Academic Survey looked both at LSPs and at their supervisors; both surveys were designed to work together. Completed in the Fall of 2005. Required a major commitment of time, each survey needing about � hour to complete. That we had such a high level of participation is an indication of the demand for an answer to the hunger for training and professional development. Here are a few results from the survey: Participation from HS and Academic

21. Surprisingly high level of agreement between LSPs and their supervisors on the kinds of technical skills needed with troubleshooting skills at the top of the list and siftware support just below it.Surprisingly high level of agreement between LSPs and their supervisors on the kinds of technical skills needed with troubleshooting skills at the top of the list and siftware support just below it.

22. A few differences appeared when we asked LSP supervisors and LSPs about work needs that are going unmet. Widespread view among LSPs that staffing is inadequate for their functions; fewer of their supervisors recognize such a need. The same pattern for LSP training, but the revers special software and for web development, where supervisors see more of a need than do LSPs.A few differences appeared when we asked LSP supervisors and LSPs about work needs that are going unmet. Widespread view among LSPs that staffing is inadequate for their functions; fewer of their supervisors recognize such a need. The same pattern for LSP training, but the revers special software and for web development, where supervisors see more of a need than do LSPs.

23. Ostacles to training? Workload and time. Inadequate funding is lower on the list and more LSPs than their supervisors are citing this as a barrier.Ostacles to training? Workload and time. Inadequate funding is lower on the list and more LSPs than their supervisors are citing this as a barrier.

24. Business Case for an LSP Training Program The Business Case that resulted: We attempted see the program through the administration�s eyes. Set security as a top priority and keep costs to a minimum by strong partnering with the private sector. In the end, however, we didn�t send this report forward. Frustration was growing with the complexity of the CTPD: 7 committees. The whole process was taking too long. May of 2006, the CTPD voted itself out of existence and instructed the Steering Committee to find another approach.The Business Case that resulted: We attempted see the program through the administration�s eyes. Set security as a top priority and keep costs to a minimum by strong partnering with the private sector. In the end, however, we didn�t send this report forward. Frustration was growing with the complexity of the CTPD: 7 committees. The whole process was taking too long. May of 2006, the CTPD voted itself out of existence and instructed the Steering Committee to find another approach.

25. Now That Everything�s in Place �

26. Emergence of the TAG Training Action Group Small (3 members) Authority to act Reports to Steering Committee What resulted was a single committee of three that was charged with getting the job done as quickly as possible. The original plan was to develop a proposal, ask for money and other resources and to mount a funded project. We turned that around and decided to produce courses first, using no cash but some staff resources from the ITC�s Desktop Computing Support and volunteer assistance from throughout the LSP community. The result was a program design that had two tiers.What resulted was a single committee of three that was charged with getting the job done as quickly as possible. The original plan was to develop a proposal, ask for money and other resources and to mount a funded project. We turned that around and decided to produce courses first, using no cash but some staff resources from the ITC�s Desktop Computing Support and volunteer assistance from throughout the LSP community. The result was a program design that had two tiers.

27. The LSP-Pro ModelA Two-Phase Approach Two major components: Foundation Stream is Phase 1; PD Stream is Phase 2. Ask for no money now. but make CIO aware of probable need for web resources and assistance. LSPs would be provided with a curriculum of 4 core courses; when completed they would be designated �LSP-Pro�. This would be used primarily to train new LSPs but also would Two major components: Foundation Stream is Phase 1; PD Stream is Phase 2. Ask for no money now. but make CIO aware of probable need for web resources and assistance. LSPs would be provided with a curriculum of 4 core courses; when completed they would be designated �LSP-Pro�. This would be used primarily to train new LSPs but also would

28. 3 Courses Offered To Date Introduction to the UVa Network Troubleshooting Methods for LSPs LSP How-To (a resource directory) Under Development Principles of Security NETWORK: 50 offered twice TROUBLESHOOTING: 18 How-To: 15 Security: Receptive audience with HR and CIO collaboration with OL&D Staff support with ITC DCS NETWORK: 50 offered twice TROUBLESHOOTING: 18 How-To: 15 Security: Receptive audience with HR and CIO collaboration with OL&D Staff support with ITC DCS

29. Challenges How to manage an existing program How to maintain quality Building a teaching base Gaining recognition from HR Is there a need for an FTE? How to make that happen. How to manage an existing program How to maintain qualityHow to manage an existing program How to maintain quality