UW-Madison Emerging(?) Governance Models CSG January 4, 2006

May Be of Interest Network Funding and Management Model Identity Management Leadership Group (IMLG) Research Computing (not attended to at all) Service Teams (suggested topic)

Service Teams Service, Quality, and Resource Management - SQRM Began in 2001 A formal model to break down technology silos Team membership crosses organizational units in the Division of Information Technology (DoIT)

Service Quality Ensure a high level of service quality and customer satisfaction develop and define quality indicators manage to the quality indicators Better meet customer needs and increase satisfaction develop a method for assessing customer needs develop a method for tracking and improving customer satisfaction

Planning Develop operating plans for services Help create service budgets based on operating plans Calculate unit costs and recommend billing rates

Resource Management Manage revenues to the goals set by the approved operating budget Manage expenses to the goals set by the approved operating budget Participate in the budget review and funding allocation process

Review Function Hold periodic reviews to assess the current situation and take appropriate actions (minimum quarterly)

Service Team Makeup Sponsor Service Team Leader Business Support Staff Team members from relevant organizations operations developers help desk others

Some of the Teams Calendaring and Scheduling Bucky Back-up Directory Services E-Learning Systems Enterprise Storage Service My UW-Madison WiscMail

Calendaring & Scheduling Description The Calendar and Schedule service team supports the free campus-wide calendaring and scheduling application called WiscCal and WiscCal PLUS WiscCal provides a broad set of features to help individuals and groups at the UW manage their time more effectively by allowing users to set meeting directly with 70,000 other faculty, staff and student users. Please us or see the DoIT web site for more information about WiscCal:

Teams Members Name Jake Simon Service Administrator Joe Tarter Service Team Leader John Peterson Service Sponsor Guy Stalnaker Lead Technologist Meg Mccall Communications Representative Howie Mead Product Sales Representative Brad Schwoerer Middleware Representative Stan Sheggby Help Desk Representative Kevin Thompson PT&E Representative