Improving the IT Service Model

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Major Issue:

There is considerable dissatisfaction with the current model and practices of providing IT services to users on campus. Four main issues have emerged:

  1. The hierarchical model of support with one point of contact does not meet the needs of many of the users, especially those with high levels of expertise.
  2. Policy is set by the same people who provide support and services. Users have no clear way to influence support policies with which they disagree. The issue of policy and governance must be decoupled from the issue of providing services.
  3. There is a lack of appreciation for the diversity of the customer base and for the diversity of the needs of the customer; There is a need to develop an understanding of the user's point of view in order to meet the expectations and needs of the user.
  4. There is a lack of transparency (the black box approach) that destroys trust in the system.

Specific Recommendations:

  1. Reduce the mission of current ITS organization to focus on what it does well–to emphasize its strengths in providing IT infrastructure technology.
  2. Create new and separate units out of the current ITS organization to provide specialized expertise.
  3. Establish an IT Policy and Oversight Board that reports to the CIO.
  4. Develop mechanisms to significantly increase and sustain involvement, communication, coordination, and collaboration among all relevant units on campus to leverage distributed expertise. Ownership of the mechanisms needs to be shared, rather than controlled by one central unit. Develop mechanisms for discussions of non-urgent issues on a regular basis.
  5. Establish a different working relationship between the different service providers, especially between a central IT service provider and the different levels of end users (including support staff). Develop a rotation system in which key ITI personnel serve in appropriate units and other IT (e.g., Housing) personnel serve in ITI.
  6. Develop ways to prioritize for 24/7 escalated service; develop a model of how some levels of service could be provided.
  7. Develop mechanisms for staff or units to request more coverage of service than they currently have.
For questions about ITSP, please contact Marin Stanek by email at or phone at 303-735-5225.