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Information Technology Strategic Plan

Related Links Background Communications Current State Future State Gap Analysis Annual Achievement Report Academic Plan Leadership Agenda

Contents  IT Strategic Plan (pdf)  Overview  Message from the CIO  Executive Summary  Ohio State's Information Technology Vision  What Ohio State Needs: Critical Success Factors  Strategic Initiative: User IT Support  Implementation  Conclusion  Appendix A: Project Participants  Appendix B: The Planning Process  Appendix C: Current State Analysis Details  Appendix D: Current State and Academic Plan  Appendix E: Technology Days Details  Appendix F: Focus Group Discussion Details  Appendix G: Future State Emerging Themes  Appendix H: Gap Analysis Details  Appendix I: Strategic Initiatives Details  Appendix J: Strategic Initiatives Funding

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User IT Support  Strategic Initiative

 Summary
 Full Description
 Benefits
 Proposed Leadership
 Metrics
 Estimated Investments/Potential Funding
 Recent Actions
 List of Strategic Initiatives

Summary
The university can improve information technology customer service by augmenting the Office of Information Technology’s Help Desk area in several ways. These improvements include (1) extending service by adding 12 hours of staff coverage on weekends and two hours on weekday evenings; (2) adding self-service functionality to the Help Desk web site so that users can reset passwords, forward e-mail and check the status of reported problems by themselves; and (3) building a 24x7 “Find information technology help” database to provide answers to commonly asked questions and guidance and procedures on common activities. The database will evolve to include future enhancements such as responding to questions from the user community. In addition to Help Desk improvements, the university can better support to the community by extending the use of Remedy software (the Help Desk’s trouble ticket system used to report and track system incidents) to distributed information technology staff.

Full Description

Extend Help Desk hours and enhance the Help Desk Web site to enable users to perform needed services themselves without having to use Help Desk staff – reset passwords, forward e-mail, investigate status of previously reported problems.

The university can improve IT customer service by augmenting the Office of Information Technology’s Help Desk area in several ways. Those are (1) extend service by adding 12 hours of staff coverage on weekends and two hours on weekday evenings; (2) add self-service functionality to the Help Desk web site so that users can reset passwords, forward e-mail and check the status of reported problems by themselves; and (3) build a 24x7 “Find IT Help” database to provide answers to commonly asked questions and guidance and procedures on common activities; the database will expand and evolve to include future enhancements such as the capability to respond to questions from the user community. In addition to Help Desk improvements, the university can increase support to the community by extending the use of Remedy software (the Help Desk’s trouble ticket system used to report and track system incidents) to distributed IT staff. These additions to IT support help meet the expectations of the user community. In addition, they will better prepare, support and engage students, faculty and staff; create more confident users; reduce frustrations and individual down time; increase productivity, capability and working conditions; and make IT support services easier to access.

Benefits

• Better meet the expectations of the user community
• Better prepare, support and engage students, faculty and staff
• Create more confident users
• Reduce frustrations and individual down time
• Increase productivity, capability and working conditions
• Make information technology support services easier to access

Proposed Leadership

• Chief Information Officer
• - Office of Information Technology
• Colleges
• Departments

Metrics

• Help Desk services available 24X7X365
• Self-help web information system created
• Number of users using self-help
• Customer satisfaction indicators from poll data

Estimated Investments/Potential Funding

• Help Desk staffing costs: $200,000 weekdays and $440,000 weekends – cash funds
• Two FTE web system engineers/ programmers $160,000 – annual funds
• Existing CIO funds and new funding requests
• Cost of new software licenses for Remedy

Recent Actions

• In 2003, added Sunday staffing to OIT’s help desk from 4-10 pm

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