Commitment to Service
IT Operational Excellence is the effective and efficient delivery of information technology and service required by the end users that add measurable value to the University Community.
We at ITS have made a commitment to ourselves and to our customers to continually strive for excellence in everything we do. Since spring 2010, we have begun a division-wide Operational Excellence initiative to effectively and efficiently deliver information technology and service to the university community. It is divided into five parts: organization, process, technology, financials and communication, and each of these areas will be addressed as the plan moves forward.
Internal committees based on the five elements are working on customer-interaction improvement projects, many of which will be implemented in the 2010-2011 fiscal year. Some of the Operational Excellence initiative's early efforts are already being felt across the community, including improved communication from ITS to new students and their parents, a new and improved change management process, more availability and visibility for IT assistance, an agreed-upon service level agreement with the campus, and online services such as a new ITS website and help website.