Activating a Service-Oriented Operating Model
To achieve service excellence, OIT is activating an operating model that will:
• Fill critical gaps including customer experience, enterprise architecture, and business relationship management
• Establish dedicated partnerships in IT
• Clarify roles and responsibilities across OIT teams, as well as with IT partners
Objectives
Cross-functional stakeholder groups crafted these objectives for the new service model:
• Defining service level commitments: pledges on our service quality, efficiency and mutual goals with constituent groups
• Redesigning our service catalog so that it is easier to understand and navigate
• Reorganizing staff groups so that teams are better equipped to provide constituent-focused IT services
• Training and developing teams on service-oriented behaviors and processes
• Rethinking governance to be more outcome focused
• Addressing technical debt in order to operate more efficiently
As these steps are executed, OIT will engage with administrative partners to gather input in order to tailor services to campus needs.