A Roadmap to Service Excellence – The UW-MadisonIT Strategic Plan

October 15, 2008

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

Good

Fast Cheap

Traditional IT Service Expectations

Pick Two

IT Service Expectations Today

+Good

Fast Cheap

Pick Three

IT Service Matters

…for virtually everything

More Complex Than We Admit

Simple

Complicated

Complex

ChaoticWe are here

Teaching &Learning

ResearchOutreach &

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

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

InfrastructureThe

Science of Infrastructure

TheScience of

Science

IT Service forResearch atUW-Madison

Outreach and Public Service

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…