The Information Technology Services Management Road to "In IT Together" at a Midsize University Campus

The university has undertaken a service improvement initiative referred to as "In IT Together." The goal is to operate as an even more unified service organization in order to achieve measurable improvements in both performance and satisfaction. Results from the Gartner Research ITScore for Infrastructure and Operations (ITSO) self-assessment survey and the Measuring Information Service Outcomes (MISO) survey of students, faculty, and staff provide baseline measurement. The program consists of a combination of professional development, process redesign, and implementation of a new service management solution.

OUTCOMES: Learn about the organizing principles for the initiative, how the combination of professional development, process re-design and implementation of a service management solution is being employed to facilitate change, and the baseline metrics chosen for gauging improvement over time.