PT‒ITSS 役割定義シート...Title PT‒ITSS 役割定義シート Created Date 2/16/2018 3:14:44 PM
ITSS Strategic plan 2009 08-25
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Transcript of ITSS Strategic plan 2009 08-25
Computer Services Strategic Plan
2009 - 2012
Our mission is to provide information technology services and assistance to members of the campus community, and to maximize the benefits this technology can bring to our clients. To fulfill this mandate we direct our energies and resources in several ways:By designing, developing, installing, configuring, maintaining, repairing, and optimizing a wide variety of IT assets including personal computer hardware and software systems, servers and the services they offer, and the campus computer network.
By providing advice and assistance in the selection and use of information technologies
By developing custom IT solutions to meet institutional needs
By investigating new and innovative ways to utilize information technology to solve the problems and meet the opportunities presented to the campus
Mission
Vision
To be a key partner contributing to the success of the entire campus community by serving as a trusted source of information, advice, and assistance, and by providing effective, timely, reliable, and sustainable information technology services, and to be seen as a leader in the effective use of information technology by our colleagues at other educational institutions. We will utilize appropriate technologies to contribute positively to the student experience, and to help all of our clients to achieve their goals, whether those goals are related to teaching, learning, research, or administration
Guiding Principles
Delivering exemplary customer service is the driving motivation behind all of our guiding principles. The principles stated below are all facets of this single purpose:Respect for our clients and our co-workers, including students, faculty, and staff alike.Professionalism in our dealings with our clients and co-workers.Prudent handling of information ensuring that appropriate levels of access, security, and confidentiality are maintainedSustainability of the services we offer our clientsEfficient use of resources, including the judicious use of funds, to design and deliver the services we provide
Guiding Principles
An open-minded approach to finding solutions to problems or meeting opportunities.Open and effective communication with our clients.IT proficiency for our clients so that they will have the skills and knowledge they require to meet their goals
A Time for Change
Information technology develops at an incredible pace, both in terms of the engineering inherent in hardware and software, and the new and innovative ways in which it is used by scholars, students, and the public at large.
In recent years Computer Services has found it to be increasingly difficult to meet the growing needs and expectations of the campus community.
This struggle has lead to a number of undesirable outcomes: frustration on the part of our clients when we cannot deliver what they require, frustration on the part of our staff at the ever-growing workload, and other departments taking on IT roles and responsibilities which were traditionally within the domain of Computer Services, to name a few.
The time has come to address these issues, and the support of senior management has created an environment which is conducive to progressive change.
Developing a Plan
The VicePresident Finance and Facilities has begun a strategic planning cycle for his reporting units, which provides a timely and appropriate vehicle for taking stock of our department's current approaches to serving the campus community, and identifying opportunities for positive change. To develop our own strategic plan, information has been gathered from a variety of stakeholders both on and off campus, with plans for others to be consulted as opportunities arise:Vice Presidents Academic and ResearchDevelopment
The President
Representatives of campus academic and administrative units
Computer Services' management and staff
Students
Other educational institutions
Branding Change
Our current department name of Computer Services does not adequately reflect who we are or what we do. We are in the process of consulting with client representatives on the campus to determine a more appropriate name for our department, and will be pursuing a change of name when a choice has been made.
Goals and Objectives
Goal: Achieve predictability in our response to client issues
Currently we have difficulty in estimating when we can respond to an issue and how long it may take to resolve it. This leads to frustration for both our clients and our own staff.Objective: Design and distribute standardized desktop configurations
Objective: Develop and implement an evergreening program for hardware renewal
Objective: Develop and implement new trouble ticket procedures
Objective: Establish a campus IT governance and standards framework
Goal: Substantially improve communication with and between client departments and other clients
Objective: Develop, utilize, and promote a project management framework
Objective: Develop new contact methods
Objective: Develop and implement an interactive web site for communcation with our clients
Objective: Re-design our public-facing web site into a more effective communication channel
Objective: Develop clear and accurate user-focused documentation and documentation standards for locally developed systems
Objective: Develop a closer relationship with other departments heavily involved in IT
Goal: Deliver exemplary IT services
Objective: Adopt ITIL (Information Technology Infrastructure Library) practices
Objective: Utilize virtualization to consolidate servers and increase resiliency
Objective: Identify and elimination single points of failure
Objective: Deliver services using the web and other open technologies
Objective: Design and implement centralized storage facilities
Objective: Develop and distribute guidelines and procedures for ensuring information integrity and security
Goal: Invest in our staff
Objective: Develop and carry out group- and individual-based training plans
Objective: Keep up to date with trends in technology
Objective: Increase one-on-one time between our staff and campus clients
Objective: Identify relevant industry groups and support staff involvement
Goal: Seek out new opportunities for acquiring needed resources
Objective: Establish connections needed to identify funding opportunities
Objective: Take a more entrepreneurial approach to service delivery
Objective: Make better use of available student resources
Goal: Increase the level of IT proficiency across the campus
Objective: Foster a campus work environment that encourages
learning about job-related IT
Objective: Participate in the development of IT proficiency
standards for the campus
Objective: Devote staff time to the preparation and delivery of IT training
Thanks for your time and attention
A copy of our full strategic plan can be foundat https://my.cs.upei.ca