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Our Goals and Accomplishments

High Level Goals for 2018-2019

Enhance IT Infrastructure
NGN Core / Edge, UPS, Future Cable Plant
Enhance Customer Service and IT Processes
Printing Consolidation/Improvement, Automate ISV, Mobile Printing, Notifications to Campus for IT Issues/Outages, Project Management
Advance Learning Spaces and Support
Canvas, Virtual Student Computing, Online, Course Evaluations
Strategic Planning
Benchmarking, Value of IT, Continuity of Operations Plan
Improve IT Security
Application Development, DUO, Enrollment in AD / JAMF, Audits and Risk Assessments

Select Accomplishments for 2017-2018

Enhanced Infrastructure
IP telephony, NGN network, offsite DR, data storage, surveillance, HCAMS
Optimized Customer Service
SLAs, spin down services, new / shared services, leveraging common good
Advanced Learning Spaces & Support
1-Button studio, LMS, ALCs, BYOD
Evaluated & Improved Processes
Benchmarking, service catalogue, cross-training, improving workplace environment, communication
Innovated
Leveraging resources, infrastructure tools, data analytics, online support, virtual software

High Level Goals for 2017-2018

Enhance Infrastructure
IP telephony, NGN network, offsite DR, data storage, surveillance, CAMS
Optimize Customer Service
SLAs, spin down services, new / shared services, leveraging common good
Advance Learning Spaces & Support
1-Button studio, LMS, ALCs, BYOD
Evaluate & Improve Processes
Benchmarking, service catalogue, cross-training, improving workplace environment, communication
Innovate
Leveraging resources, infrastrucutre tools, data analytics, online support, virtual software

Priorities for 2016-2017

Improve System & Service sustainability (endurance, effectiveness & efficiency)

  • Provide strategies and tools for improved accessibility
  • Implement next generation network & voice
  • Support a web content management system
  • Deploy expanded device management services
  • Improve cross-training, documentation, and system architecture, deployment and monitoring

Enhance Customer Service

  • Improve support goals & delivery
  • Enhanced application development methodologies
  • Focus on collaboration with clients
  • Refine customer feedback processes

Clarify project and service priorities

  • Leverage Mission, Vision and Work Prioritization Model
  • Link resources to outcomes within a new IT Governance model

Support Teaching, Learning and Research

  • Expand educational technology support
  • Provide new physical & virtual learning spaces
  • Creating new applications, and improved data storage services

Focus on innovation

  • Leverage UMN resources in new ways
  • Retire outdated / redundant services>
  • Build capacity in emerging areas of need such as BYOD support, mobile apps, data analytics, online support, and virtual software delivery

Select Accomplishments for 2016-2017

Enhanced Customer Service
Improved support goals & delivery, enhanced application development methodologies, refined customer feedback processes, Drupal and Ed Tech drop-in sessions, and Duo & Donuts
Clarified Project and Service Priorities
Mission, Vision and Work Prioritization Model, direct link of resources to outcomes within a new IT Governance model
Supported Teaching, Learning & Research
Expanded educational technology support, implemented new physical & virtual learning spaces, created new applications, improved data storage services, and Canvas pilot / rollout
Focused on Innovation
Leveraged UMN resources in new ways, retired outdated / redundant services such as WordPress, built capacity in emerging areas of need such as BYOD support, mobile apps, data analytics, online support, and virtual software delivery
Expanded Data Security Awareness
Targeted specific audiences and security issues with enhanced training and tools, and increasing messaging via social media, digital signs and newsletters.

Select Accomplishments for 2015-2016

  • Rolled out Virtual Desktop and Application Delivery for the student computing labs
  • Began surveillance infrastructure planning and funding development
  • Continued growth of Active Learning Spaces across campus
  • Started planning for Next Generation Network;  completed wireless network replacements, expansion, and enhancements; provided infrastructure planning for campus construction and remodeling projects
  • Enhanced Application Development through the use of new technologies (Agile, Mobile, Data Visualization); provided application support for 95 campus applications
  • Provided Educational Technology Support for 41+ Apps, 2,000+ Moodle Sites, and 1,100+ eGradeBooks; developed partnerships across campus (CETL, CEI, ATSS, Lib, UMD Technologists)
  • Completed significant progress on Voip telephone upgrade (71% done), including infrastructure, software and mobile options
  • Assisted campus units with IT Audits (4 units), PCI Compliance reporting, and Risk Assessments
  • Migrated 75 web sites into Drupal while providing support for 11 infrastructure instances; provided customer support and training through Drupal User and Tech groups
  • Provided significant technical support to the campus via the TechCenter/Help Desk/End User Support, with over 1,800 computer repairs and over 7,600 help desk tickets
  • Rolled out Computer Management services for Macintosh workstations and iPads via the Casper Suite
  • Provided system support for 400+ servers serving over 300 TeraBytes of data to the campus
  • Expanded Multimedia Hub Services with a new Sound Booth and Studio Production Space; provided service for 7 academic units, 53 academic departments, and 29 other units and departments
  • Continued work to support IT Accessibility across campus by providing training, hardware, and software