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”

Good FastCheap Traditional IT Service Expectations Pick Two

IT Service Expectations Today + Good FastCheap Pick Three

IT Service Matters …for virtually everything

More Complex Than We Admit SimpleComplicated ComplexChaotic We are here

Teaching & Learning Teaching & Learning Research Outreach & Public Service Outreach & Public Service Campus Services Achieving Service Excellence

Some Important Questions

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

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

Teaching and Learning

1.Support with appropriate technologies 2.Support successful approaches 3.Prepare students to work in a technology-enhanced world 5.Advance and sustain faculty, staff, and student skills and competencies 4.Foster collaboration and innovation

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

Research 1.Understand research nature (adaptive challenges) 2.Support research infrastructure 3.Support the proposal/award process 4.Connect resources and people 5.Support sharing and archiving research 6.Advance and sustain faculty, staff, and student skills and competencies

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

Outreach and Public Service

1.Include strategies listed in T&L section 2.Support outreach and public service infrastructure 3.Support access for non-traditional students and the public (shrink distance for access) 5.Advance and sustain faculty and staff skills and competencies 4.Embrace Wisconsin Idea/Experience

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

Infrastructure Define, establish, sustain and continually enhance core and enabling infrastructure

Core Infrastructure

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

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

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

Next Steps

Conversation

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