Shared Service Provider Capabilities projects are underway to transform ITS as a shared service provider and create a supporting infrastructure, or "service wrapper," with established tools, processes and procedures that can be leveraged by all IT shared service providers in the University.
Creation of an integrated service desk as the single point of user contact
Operations & Availability
Monitoring and alerting of systems for proactive management
Portfolio & Project Management
An effort to enable consistent delivery of services at the lowest cost and highest value, including the ability to quickly shift resources to the most important work and proactively identify new projects
Customer Relationship Management
Engage more effectively with campus customers to understand needs, goals, and long-term direction; apply that knowledge to shape technology services and the ITS organization to better support the missions of the university.
IT Cost Management
Development of a costing model, allowing for increased cost transparency and improvement of the IT investment and sourcing process