Updating the Value Proposition:

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Presentation transcript:

Updating the Value Proposition: Using Services to Define Your IT Organization Mark Askren – CIO, University of Nebraska – Lincoln Kimberly Harper – Director of Portfolio Management, University of Nebraska – Central Administration

Higher Ed IT in Crisis?

Change or Fade Away… SERVICES ORIENTED Short-term… Long-term… budget cuts education research outreach SERVICES ORIENTED

Choosing Change Understanding Alignment Efficiency Collaborative Strategic planning Decision-making Relevant Improvement

An Approach: Services Inventory

An Approach: Services Inventory CSN UNL Data Management & Analytics E-Mail, Communication & Collaboration Hardware & Software Support Data Management & Analytics E-Mail, Communication & Collaboration Hardware, Hosting & Storage Internet & Network Connectivity IT Governance & Service Management User Access & Security Internet, Phone & Network Communications IT Governance & Service Management User Access & Security User Training & Community User Training & Community Enterprise Information Systems Printing, Forms & Output Management Web Development Support Classroom, Lab & Instructional Resources Consulting & Project Management Development, Integration & Support Infrastructure Hosting Technology Innovation Support Technology Sales & Repairs

An Approach: Services Inventory Different Perspective Cross-functional contributions vs. “Silo” thinking

The Key Lessons Learned Services-orientation is a more effective value definition Service inventorying & management is a long-term commitment And then there are the…. Service decisions have wide-spread implications CHALLENGES

Positive Outcomes Communication with Leadership

Positive Outcomes Communication with Customers

Positive Outcomes Collaboration Efficiency

Positive Outcomes Decision Making Strategic Planning

Going Forward Commodity services costs Change Agent Explain value Align resources Customer feedback Service catalogs & request processes

The Updated Value Equation

Contact Information Mark Askren maskren2@unl.edu Kimberly Harper kkharper@nebraska.edu