3.1

Strategies: Improve current information technology service management delivery through implementation of a defined roadmap of common service definitions, process workflows, service level agreements (SLA’s) and platform updates in a continuous improvement cycle.​

Indicators of Achievement: ITSM implementation roadmap is developed with completion timelines.​

Completed Activities FY 22-23

Projects

• Annual Classroom Refresh
• Optiv Priveledge Access Review
• IT Asset Management
• (Internal) Piloted ServiceNow Time entry and Enhancement records

Planned Activities FY 23-24

Projects

1. ServiceNow Project Porfolio Management Module Implementation

Operations/Internal Projects

1. Update/create Service Level Definitions for all IRT Services
2. Deploy the Enhancement process and use of ServiceNow Enhancement records across IRT
3. Separate Incident and Request records

3.2

Strategies: Offer training and development opportunities to all University IT staff to define a common baseline for IT processes and service delivery value to the University community.

Indicators of Achievement: University IT staff have been provided the opportunity to train/are trained on IT service delivery best practices.

Completed Activities FY 22-23

Enhancements

• Increased development of Knowledge Base articles for University ITCs and end users.

Planned Activities FY 23-24

Enhancements

1. Onboarding documentation for ITCs

3.3

Standardization of University IT Practices and Service Management is foundational to IRT operations, it allows for the prioritization of effort, visibility of work, and provides critical data regarding operational capacity. Understanding our resource capacity and allocations enables us to set the correct expectations to the University community for delivering services of value and allows us to justify additional resources. We annually report project and enhancement work to divisional leadership and Cabinet as part of recording our progress toward University and IRT strategic goals.

Strategies: Document campus IT services and expectations, develop SLAs.​

Indicators of Achievement: Formalized and documented IT practices, service definitions, and SLA agreements are in place and in practice with defined measures of success by the University community.

Completed Activities FY 22-23

Operational

• Ongoing operational support for existing services

Planned Activities FY 23-24

Operational

1. By November 1, 2023, working within the IRT Leadership Team, identify the IT Applications/services that are involved in the critical business processes such as Teaching & Learning, Financial Aid, Admissions etc., and develop documentation needed to support Business Continuity and Disaster Recovery restoration procedures within departments. Documentation will be stored in Kuali, ServiceNow Knowledge Base or central SharePoint repository.
2. By March 30, 2024, complete BC/DR documentation, update the application inventory and update current department key service definitions documentation including the technology/application, processes and operational/service level agreements that support them. Documentation will be stored in Kuali, ServiceNow Knowledge Base or central SharePoint repository.

3.4

Standardization of University IT Practices and Service Management is foundational to IRT operations, it allows for the prioritization of effort, visibility of work, and provides critical data regarding operational capacity. Understanding our resource capacity and allocations enables us to set the correct expectations to the University community for delivering services of value and allows us to justify additional resources. We annually report project and enhancement work to divisional leadership and Cabinet as part of recording our progress toward University and IRT strategic goals.

Strategies: Implement ITSM roadmap with defined standardized service and IT practices.

Indicators of Achievement: Unified campus standardization of IT incident/problem management, escalation, resolution, root cause analysis practice:​

• Change/configuration management/control
• Unified campus service management design and delivery practices
• Updated/improved service support delivery content platforms for greater ease of access to services by the University community.

Completed Activities FY 22-23

Process Improvements

• Implement Enhancement and Project Time/Task Tracking

Planned Activities FY 23-24

Process Improvements

To come up with an approach for Disaster Recovery and Business Continuity solution for IT applications within the fiscal year of 2023-24 that could be implemented on an incremental basis in collaboration with IRT Managers. Some specifics targeted for FY 2023 - 2024 include:

1. Making sure Authentication can happen with no issues when a disaster occurs for all critical applications.
2. Identifying critical business processes for campus operations in the event of disaster and listing the IT Applications that are involved in these critical business processes such as Teaching & Learning, Financial Aid, Admissions, etc. and updating the application inventory.
3. Reviewing the Disaster Recovery plan for all the above identified critical applications, noting any gaps and update plans to make sure that they are realistic, up-to-date and can be execution ready.

3.5

Strategies: Improve understanding and transparency of IT costs and assets.

Indicators of Achievement: University IT Assets, procurement, and costs are tracked and managed with increased transparency to the University community.​

Completed Activities FY 22-23

Projects

• IT Asset Management Implementation (Expected to complete by Dec 2023).

Planned Activities FY 23-24

Projects

1. Complete IT Asset Management Implementation.