How Do We Get to NextGen Michigan? Background

Program Office Overview News & Updates Governance Methodology

Projects IT Rationalization Shared Service Provider Capabilities NextGen Michigan

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Resources IT Governance Unit Representatives Office of the CIO Michigan Model NextGen Glossary

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Shared Service Provider Capabilities

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.

• Service Management
  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