Showing posts with label strategy. Show all posts

IT Solution Center portal is live

by Anonymous in , , , , 0

I'm so pleased to share that as of 5:00PM today we have launched the new IT Solution Center self-service technology support portal, powered by TeamDynamix.

The new IT Solution Center portal enables students, faculty, staff to:

  • Find answers to common technology questions
  • Submit requests for IT support (including project requests!)
  • Browse the list of available technology services
  • View and update your open IT service requests, help tickets, project requests and active projects
A link to the IT Solution Center was added in our myCI, and we've provided links throughout the Information Technology Services (ITS) web site to the new Solution Center portal. All new support tickets submitted via the support portal have been verified to be properly routing to our technical support teams.

Visit the new IT Projects section of the Solution Center portal for quick and easy access to submit new project requests, and use the IT Projects Knowledgebase to learn more about the project process.

Special thanks to Melissa Bergem and the ITS planning and implementation teams for their dedication to making this launch a success. Thanks to their dedication, we are able to launch our portal with over 70 new services, and a knowledgebase with over 40 articles.

Please call the Solution Center at 805-437-8552 with any questions or issues about the new support portal, and thanks in advance for your patience and cooperation as we work through any remaining go-live glitches.

Changes to our IT project & procurement processes

by in , , , , , , 0

I'm excited to announce some significant changes that the Division of Technology & Communication is implementing for the processes surrounding IT project & procurement management.

Our division is initiating these changes because our current processes aren't sustainable, mostly because we don't have strategic alignment at the campus level for our largest, most complex project & procurement requests. This means that as an organization, T&C is getting bogged down by uncoordinated requests from campus organizations for same small, finite set of information technology resources. These resources are being affected by inefficiencies, waste, conflict and delays related to constantly shifting priorities, so we are taking steps to improve the way we manage these processes.

Stephen Covey provided a great analogy about prioritization called "The Big Rocks of Life" which is illustrated here. This principle underlies the goal of our changes: to focus on the high-value, high-impact activities that must be done first.

We met this Thursday with project requestors, sponsors and stakeholders to discuss these changes. You can watch a video presentation about the forthcoming changes, or plan to attend an upcoming information sessions (dates TBD).

At the meeting, we shared a one-pager (in PDF format) summarizing these changes with the attendees.

We also launched an updated T&C procurement web site, which describes a 7-step process to successfully complete procurement of IT-related products and services. 

Finally, today we published an updated business practice on IT project and procurement governance, which goes into a lot of detail about how our new project & procurement request process is supposed to work. 

This is a big change, and we don't expect the first iteration to work perfectly. In fact, we expect there to be some problems that we have to work around. If you have any questions, or can think of any ways in which we can improve the speed, quality or efficiency of our process, please contact me at peter.mosinskis@csuci.edu.  

On behalf of Michael Berman and all of the staff in the Division of Technology & Communication, I  appreciate your patience, feedback and ongoing support as we transition to this new process, and thank you for being our valued partners in creating an exceptional University.