A Roadmap to Service Excellence The UWMadison IT Strategic Plan

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A Roadmap to Service Excellence The UW-Madison
IT Strategic Plan

• February 20, 2009

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Introduction

• Handout
• The IT Strategic Plan
• Complexity
• Thinking Differently
• Some Big Questions
• Our Journey Forward

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IT Service Vision
Achieving and sustaining service excellence for
teaching, learning, research, outreach, public
service, and campus services.
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Achieving Service Excellence
Campus Services
Information Technology Service Infrastructure
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IT Service Matters
for virtually everything
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UW-Madison is Complex
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Interdependencies
Size
Culture
Local Autonomy
Timing
Governance
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Accurately assessing, understanding and
considering our complexity
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Things higher on the pyramid depend on
things lower on the pyramid
Part of the traditional IT service stack
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Are we willing to approach IT service in new
ways?
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Can we accommodate the forces related to
complexity?
How about those related to chaos?
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Supporting a Human Genome Research Lab
Grants Management Services
E-Mail Services
Software Licensing
Information Safeguarding Services
Identity and Access Management Services
Data Center Services
Network Services
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The effect of TIME
E-Mail Services (1980)
E-Mail Services (1995)
E-Mail Services (2009)
Information Safeguarding Services
Identity and Access Management Services
Data Center Services
Network Services
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Some Big Questions
Where is the TC/AC boundary?
Where does each IT service fit?
Technical Challenges Known-Knowns
Adaptive Challenges Known-Unknowns and
Unknown-Unknowns
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Two examples
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Digital Imaging Services
Grid Computing
Information Safeguarding Services
Identity and Access Management Services
Data Center Services
Wide Area Network
Network Services
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Wide Area Networking Savings (Actual and
Projected) BadgerNet vs Multi-University
Partnership
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ImageNow Comparison Year 1 One Campus Service
vs 15 Individual Services
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ImageNow Comparison First 5 Years One Campus
Service vs 15 Individual Services
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Our Journey Forward

• Understand where we are now
• Identify high payoff actions
• Align with campus strategic plan
• Start some work now
• Achieve wider buy-in and proceed systematically

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Conversation