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

A Roadmap to Service Excellence The UW-Madison IT Strategic Plan. February 20, 2009. Introduction. Handout The IT Strategic Plan Complexity Thinking Differently Some Big Questions Our Journey Forward. IT Service Vision.

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

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  1. A Roadmap to Service ExcellenceThe UW-Madison IT Strategic Plan February 20, 2009

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

  3. IT Service Vision Achieving and sustaining service excellence for teaching, learning, research, outreach, public service, and campus services.

  4. Achieving Service Excellence Teaching & Learning Outreach & Public Service Campus Services Research Information Technology Service Infrastructure

  5. IT Service Matters …for virtually everything

  6. UW-Madison is Complex Simple Complicated Complex Chaotic We are here

  7. Interdependencies • Size • Culture • What Influences • Complexity? • Local • Autonomy • Timing • Governance

  8. Accurately assessing, understanding and considering our complexity

  9. Lots of other stuff Information Security Services Identity and Access Management Services Data Center Services Network Services Things higher on the pyramid depend on things lower on the pyramid Part of the traditional IT service stack

  10. Are we willing to approach IT service in new ways?

  11. Can we accommodate the forces related to complexity? How about those related to chaos?

  12. Technical Challenges Adaptive Challenges Supporting a Human Genome Research Lab Grants Management Services TC-AC Boundary E-Mail Services Software Licensing Information Safeguarding Services Identity and Access Management Services Data Center Services Network Services

  13. Technical Challenges Adaptive Challenges The effect of TIME E-Mail Services (1980) E-Mail Services (1995) TC-AC Boundary E-Mail Services (2009) Information Safeguarding Services Identity and Access Management Services Data Center Services Network Services

  14. 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

  15. Two examples

  16. Technical Challenges Adaptive Challenges Digital Imaging Services TC-AC Boundary Grid Computing Information Safeguarding Services Identity and Access Management Services Data Center Services Wide Area Network Network Services

  17. Wide Area Networking Savings (Actual and Projected) BadgerNet vs Multi-University Partnership

  18. ImageNow Comparison – Year 1 One Campus Service vs 15 Individual Services

  19. ImageNow Comparison – First 5 Years One Campus Service vs 15 Individual Services

  20. 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

  21. Conversation

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