Service

1.1 US:IT will be a customer-focused IT solution provider that ensures unparalleled customer service with high standards for responsiveness

• 1.1.1 Develop and deploy method for measuring customer satisfaction upon ticket closure
• 1.1.2 Establish an intuitive, easy-to-navigate knowledge base for IT Support Services Staff to utilize while serving customers with more responsive, accurate, and consistent customer-focused solutions.
• 1.1.3 Complete and implement a Customer Experience (CX) improvement plan that includes training, on-boarding, service metrics and support for US:IT service teams
• 1.1.4 Publish a comprehensive IT training schedule for webinar and/or in-person sessions accessible to the entire UMS
• 1.1.5 Establish and operationalize cross-departmental Service Delivery Teams to promote efficiency, collaboration and efficacy
• 1.1.6 Define the Subject Matter Expert (SME) support role and identify areas of highest need for deployment of resources

1.2 US:IT will achieve consistency in the scope and delivery of system-wide services

• 1.2.1 Acquire and implement a cloud-based, integrated IT Service Management (ITSM) and Project Portfolio Management (PPM) solution
• 1.2.2 Establish standard Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for tickets entering through the Incident Management platform
• 1.2.3 Implement a incident manager model to enhance accountability and consistency of service delivery with robust data analysis to better inform resource needs
• 1.2.4 Centralize management of mobile and cellular devices for UMS employees to promote consistency and efficiency
• 1.2.5 Deploy and utilize a PeopleSoft Testing Framework for PUMS and regulatory updates
• 1.2.6 Develop and propose a formal Change Management process that will be deployed and adopted by all US:IT service delivery teams
• 1.2.7 Develop processes to ensure that all new systems to be acquired will support IPv6

1.3 US:IT will foster a culture that promotes reliable technology solutions

• 1.3.1 Develop, implement and support a contemporary business-continuity strategy for core enterprise systems
• 1.3.2 Complete migration or decommission of remaining legacy services hosted on aged campus hardware to enhance reliability
• 1.3.3 Complete the decommission of existing digital PBXs and migrate remaining campuses to VoIP
• 1.3.4 Develop comprehensive 10-year campus fiber and network infrastructure refresh/upgrade plan with detailed budget projections to inform capital planning processes
• 1.3.5 Develop and implement a unified on-boarding protocol for all new servers and services
• 1.3.6 Revise Project Initiation process to improve efficiency and reduce time-to-decision
• 1.3.7 Deploy tools to improve database system monitoring, performance and reliability

1.4 US:IT will foster a culture that promotes robust information security

• 1.4.1 Complete full assessment of security operations
• 1.4.2 Develop and propose a full plan for improvement of endpoint security parity across all supported OS platforms
• 1.4.3 Develop and implement a defense-in-depth information security approach which incorporates detection, protection, and incident response improvements
• 1.4.4 Develop two-factor authentication implementation plan for UMS
• 1.4.5 Promote and improve information security awareness across the entire UMS
• 1.4.6 Streamline the software security review process to reduce turnaround time
• 1.4.7 Enhance UMS GDPR readiness
• 1.4.8 Complete update of Information Security Policy