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A Roadmap to Service Excellence – The UW-Madison IT Strategic Plan

A Roadmap to Service Excellence – The UW-Madison IT Strategic Plan. October 15, 2008. Introduction. Thank you Materials on CIO website “The Plan” for “The Plan”. Traditional IT Service Expectations. Good. Pick Two. Fast. Cheap. IT Service Expectations Today. Good. +. Pick Three.

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A Roadmap to Service Excellence – The UW-Madison IT Strategic Plan

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  1. A Roadmap to Service Excellence – The UW-MadisonIT Strategic Plan October 15, 2008

  2. Introduction • Thank you • Materials on CIO website • “The Plan” for “The Plan”

  3. Traditional IT Service Expectations Good Pick Two Fast Cheap

  4. IT Service Expectations Today Good + Pick Three Fast Cheap

  5. IT Service Matters …for virtually everything

  6. More Complex Than We Admit Simple Complicated Complex Chaotic We are here

  7. Achieving Service Excellence Teaching & Learning Outreach & Public Service Campus Services Research Information Technology Service Infrastructure

  8. Some Important Questions

  9. Vision Achieving and sustaining service excellence for teaching and learning, research, outreach and public service, and campus services.

  10. Common Themes • Communication and collaboration • IT service leadership • Organizational infrastructure • Effective assessment • Funding approaches • Agile and innovative • Aligned • Boundary bridging

  11. Teaching and Learning

  12. Teaching and Learning • Support with appropriate technologies • Support successful approaches • Prepare students to work in a technology-enhanced world • Foster collaboration and innovation • Advance and sustain faculty, staff, and student skills and competencies

  13. Research A culture of self-reliance meets a culture of collaboration

  14. Research • Understand research nature (adaptive challenges) • Support research infrastructure • Support the proposal/award process • Connect resources and people • Support sharing and archiving research • Advance and sustain faculty, staff, and student skills and competencies

  15. The Science of Science IT Service for Research at UW-Madison The Science of Infrastructure Infrastructure

  16. Outreach and Public Service

  17. Outreach and Public Service • Include strategies listed in T&L section • Support outreach and public service infrastructure • Support access for non-traditional students and the public (shrink distance for access) • Embrace Wisconsin Idea/Experience • Advance and sustain faculty and staff skills and competencies

  18. Campus Services All the things we do to run this $2 billion/year enterprise

  19. Infrastructure • Define, establish, sustain and continually enhance core and enabling infrastructure

  20. Core Infrastructure

  21. Enabling Infrastructure Software and services that provide a common set of features and processes used to support and enhance IT service delivery.

  22. Influencers • Complexity • Funding strategies • Relationships/Alignment • Priorities • Governance • Architecture principles • Policy

  23. Bigger Questions How do we make decisions? How do we set priorities? What is our total IT spend? What is core to our mission?

  24. Next Steps

  25. Conversation

  26. More than technology, our challenge is building community and brokering capability…

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