Organizations Strategic Plan Anthony Farber Manager IST Service Desk Phil Stickna Assistant Director Technology Support Services October 7 2016 Quick Facts About NJIT Founded in 1881 ID: 757278
Download Presentation The PPT/PDF document "SIGUCCS 2015 Aligning IT User Services w..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1Slide2
SIGUCCS 2015
Aligning IT User Services with the
Organization's Strategic Plan
Anthony Farber
Manager, IST Service Desk
Phil Stickna
Assistant Director, Technology Support Services
October 7, 2016Slide3
Quick Facts About NJIT
Founded in
1881
Located in Newark
,
NJ
One of three
public
research universities in NJ
414
full-time
faculty
8,350 undergraduates
3,200 graduates
Bachelors,
masters,
and doctoral
degreesSlide4
AgendaIT Business Value - Absent from our Institutional Strategic PlanChanging the Conversation
Encourage, Empower, EducateReorganize the Support StructureDefine What We DoIT’s Business Value Potential in Terms of Strategic Plan ObjectivesGoing forward: Continual Service ImprovementSlide5
Business Value of IT?
Does Your Institution’s Strategic Plan Acknowledge theSlide6
How’s your IT investment?Does your strategic plan directly address IT investment?
Is IT investment at your institution where you want it?Does your administration see IT as a budget black hole?Slide7
Why?
We had difficulty communicating IT’s business value potential in business terms.Slide8Slide9
StudentsLearningScholarly ResearchCommunity
Investment
2020 Vision: A Strategic Plan for NJITSlide10
2020 Vision: A Strategic Plan for NJITStudentsIncrease retention by 6%Increase student satisfaction by 10%
LearningIntroduce convergence to at least 25% of coursesScholarly ResearchIncrease external funding by 80%Increase internal funding by 100%Slide11
How did we demonstratethis
link to the Administration?Slide12
We Changed the Conversation
Encourage, Empower, Educate
Reorganize the Support Structure
Define What We DoSlide13
A Continual Cycle
Encourage, Empower, Educate
Encourage
Empower
EducateSlide14Slide15
Encourage: Management RoleIdentify and highlight strengthsPositive, constructive feedback
Change the focus of annual goalsRealistic
ChallengingAchievable
RelevantSlide16
Take pride, even in “mundane” IT workWhen is a password reset more than a password reset?
Is there a relationship between IT work and instruction?What is our impact on student engagement and retention?
Encourage: Technologist RoleSlide17
Empower: Management Role
Identify areas for process improvementRecognize teachable momentsProvide constructive feedbackUseless
without encouragementSlide18
Empower: Technologist Role
In the context of the impact on instruction, make the call!Don’t be afraid to failSeek out ways to improve workflowSlide19Slide20
Educate
Leverage professional development opportunitiesEncourage staff to pursue degreesPromote interaction with peers at other institutionsTSC Director co-chaired inaugural year of User Services Group for
NJEdgeSlide21
Encourage
Empower
EducateSlide22
Reorganization
Reorganize the Support StructureSlide23
DisjointedIST – TSC
User servicesService Desk (HelpDesk)Non-instructional supportClassroom support
ComputersUse ticketing systemLibrary – ITMS
User servicesInstructional TechnologyInstructional DesignClassroom supportProjectors, speakers, etc.
No ticketing systemSlide24
StreamlinedIST – TSC
All user servicesInstructional TechnologyService Desk as SPOC
IST – ITMS All classroom supportInstructional Design
Use the same ticketing systemSlide25
Streamlined and LogicalIST – DLTS – MTSS
Office of Digital Learning and Technology SupportIST Service DeskDigital Learning (Instructional Technology & Design)
Media and Technology Support ServicesAll classroom supportDesktop & mobile device supportSpecial event support (A/V and digital media services)Slide26
Common Vision & Goals
DLTS reports to Provost via CIOTransferred personnel between teamsPromotes healthy competition and teamworkExposes technologists to new ideas and processesSlide27
IT Service Management
Define What We DoSlide28Slide29
Do customers know what we do?Do we know what we
do?Does that demonstrate business value?Slide30
Demonstrate Business Value
Select staff completed an IT Service Management courseUnderstand ITSM best practices – not necessarily ITIL
Develop common vocabularyMarch 2016: 3 staff received ITIL Foundations CertificationSlide31
Demonstrate Business Value
Create and publish a business service catalogOn April 10, 2015, ECAR published
The Higher Education IT Service Catalog: A
Working Model for Comparison and Collaboration http://goo.gl/dyRAjK
Establish a
comprehensive
list of IT projectsSlide32
Promote Service Desk as SPOC
“One Stop Shop”Standardizes call intake
Promotes consistent customer experienceSlide33
IT Service Management SystemOut with the Old…
Only Incident managementRequired perl doctorateRigid
No project tracking…and in with the New
11 ITIL processesNo coding (no, seriously!)FlexibleIntegrated project trackingRobust customer portal
Mobile supportSlide34
Defining the LinkIT Investment and the Strategic Plan’s ObjectivesSlide35
Defining the link – Three E’s
2020 Vision Priority: StudentsCreate a courteous and welcoming campus environment
Develop service-focused message for all faculty and staffSlide36
Defining the link – Reorganization
2020 Vision Priority: Students
Improve Administrative Processes by examining policies and practices2020 Vision Priority: Scholarly Research
Refine and streamline administrative infrastructure for research supportSlide37
Defining the link – Reorganization
2020 Vision Priority: Learning
Enhance and transform the classroom through digital technologyBreak down boundaries between physical and virtual classrooms
Create a Digital repository for Learning ArtifactsSlide38
Defining the link – ITSM
Supports objectives within all 2020 Vision Priorities
IT gains clear understanding of impact on instruction, engagement, retentionIT develops a common vocabulary with institution administration
New ITSM system promotes transparency to customersSlide39
ITIL: Continual Service ImprovementSlide40
Cherwell Portal (Beta)Slide41
Q & ASlide42
Tools and References
HEIT Management (Higher Education Service Catalogs):http://www.heitmanagement.com/service-catalogs/
Educause ITIL Constituent Group (renaming to ITSM CG):http://www.educause.edu/discuss/constituent-groups-about-information-technology-management-and-leadership/itil-higher-education
Van. Foundations of ITIL 2011 Ed. N.N: Van Haren Pub, 2012.ECAR. The Higher Education IT Service Catalog 2015Slide43
Contact and Links
Anthony.Farber@njit.eduPhil.Stickna@njit.edu
http://ist.njit.edu
http://www.njit.edu/2020VisionSlide44