1. 1 Division of Information Technology Services Strategic Planning Summary Updated August 2008

2. Information Technology Services2 ITS Goal 1. Provide sound IT infrastructure; maintaining currency, reliability, and life- cycle planning. Key Indicators: Number of critical events per managed system, and percentage availability. Percentages of computers, servers, and classroom systems covered by life-cycle budgeting, patch & power management, and running current/vendor-supported software releases Challenges: History of uncoordinated (ad hoc) maintenance, procurement, and funding decisions. Actions: Coordinate baseline technology service levels, standards, architectures, and budget planning.

3. Information Technology Services3 ITS Goal 2. Enhance anywhere/anytime access to services and support for faculty and students. Key Indicators: Percentage of key administrative processes and faculty/student support services online. Percentages of faculty and students using online services. Faculty and student satisfaction. Challenges: 24x7 support. Administrative processes owned by other divisions. Capacity within divisions and ITS. Actions: Audit and upgrade administrative processes and faculty/student services for online access. Emphasize self-service.

4. Information Technology Services4 ITS Goal 3. Enhance ITS organizational capacity. Key Indicators: Professional certification percentages for key skills, job performance, job satisfaction, and staff turnover. Challenges: Skill-set mismatches. Cottage industry culture. Lack of enterprise-class IT processes. Communications. Actions: Staff professional development. Relationship management. Communications plan. ITIL-based processes. PMBOK-based project management.