Internal Projects
Administrative Technologies is working on a variety of internal projects that will positively impact our customers, our services, and our staff. These projects include:
Core Competencies Program
The core competencies program includes taking a skills set inventory of Administrative Technologies staff, defining role-specific requirements, fostering professional development, implementating performance evaluations, and incorporating succession planning for the unit.
ESS Process Improvement Project
The purpose of this project is to develop and refine various internal processes used by ESS in its day to day operations. The following processes are being reviewed: Incident Management, Change Management, Outage Management, Service Requests, Customer Mass Communications, and Continuous Quality Improvement. Process review teams were created and assigned to review current procedures and come up with proposed alternatives and/or improvements. The teams are due to complete their recommendations before the end of March, 2012.
Establish a BPM Competency Center
The project objective is to create a Center of Excellence by developing process and governance guidelines, identifying process metrics, and setting up roles and an organizational structure that enables ongoing Business Process Improvement (BPI) at the University.
Four Winds Upgrade Project
The Four Winds Upgrade Project is tasked with the migration of the system’s database to the departments SQL Server cluster as well as upgrading the application software and content streams. This project is scheduled to be completed by the end of December, 2011.
IT Infrastructure Library (ITIL)
ITIL is the most widely adopted approach for IT service management in the world. Administrative Technologies is on track to obtain ITIL certification and integrate ITIL principles into operations. ITIL best practices will provide a systematic and professional approach to the management of IT services, enabling Administrative Technologies to deliver appropriate services and continually ensure we are meeting University goals and delivering benefits to our customers.
ITIL Presentation Slides
ITIL Certification Progression
Mobile Device Communication Project
The goal of this project is to develop an automated process of identifying the type of mobile devices used by each customer and communicating to them necessary configuration options and software update availability. The estimated completion date for this project is the end of January, 2012.
Service Catalog
The Administrative Technologies Service Catalog is currently in progress. A service catalog is a database or document with information about all live IT services, including those available for deployment. This resource is published to customers and is used to support the delivery of IT services. It includes information about our customers, our services, and the value our services provide.
Performance Management Program
An Administrative Technologies performance management program is under way. Each department will define relevant operational metrics and key performance indicators (KPIs) to measure the success of our projects and services and to ensure we are meeting the needs of our customers.
