On Wednesday, February 6, Jessie Minton, chief information officer, kicked off the next Transform IT project: User Support Services Analysis. This project will further rationalize IT services offered to campus and provide a report to be delivered to the Chief Information Officer, Transform IT Steering Committee, and IT Steering Committee. This effort includes analyzing and recommending a delivery model for helpdesk and desktop services and locations, computer lab management, knowledge management, and accounts and access management.
The first step in the User Support Services (USS) Analysis project is to gather additional data about the current state of service delivery. That information will help supplement the data that’s already been published in the Campus Engagement Report. For each of these areas, the project will determine how these services are currently delivered and develop a recommendation for a campus-wide service delivery model. To help accomplish this work, the project team has assembled focus groups for each of these four areas. Members of the focus groups, who were drawn from units across campus, will examine core, common, and unique services in each of their areas to guide the recommendations.
The project has a tight timeline: it aims to deliver recommendations to the Transform IT Steering Committee by the end of April 2019.
The User Support Services project charter will be approved and posted on this site soon.
