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…
