Our Goals and Accomplishments

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• Retire outdated / redundant services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

• 2015-2016
• 2013-2014
• 2012-2013
• 2011-2012
• 2010-2011

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Leveraged UMN resources in new ways, retired outdated / redundant services such as WordPress, built capacity in emerging areas of need such as BYOD support, mobile apps, data analytics, online support, and virtual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

• 2012-2013
• 2011-2012
• 2010-2011