ITS Units

PRODUCTS & SERVICES

The Products & Services Unit is led by the Chief Products Officer, Byron Walker. This unit includes Infrastructure Products, Cybersecurity Products, Business & Enterprise Systems, and Campus Technology Services / Academic Computing.

Responsibilities

• Customer engagement, requirements gathering, understanding customer business goals

• Measurement and monitoring related to service standards and customer satisfaction

• Product/Service feature prioritization, roadmap and planning

• Product/Service governance

• Industry analysis including scanning industry for new technology

• Training, skills development in product management

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INFORMATION SECURITY

The Information Security Unit is led by Information Security Officer, Brian Hall.

Responsibilities

• Identify, protect, detect, respond, and recover

  • Identify - managing cybersecurity risk to systems, people, assets, data, and capabilities.

  • Protect - safeguards to ensure delivery of critical infrastructure services.

  • Detect - identify the occurrence of a cybersecurity event.

  • Respond - take action regarding a detected cybersecurity incident.

  • Recover - maintain plans for resilience and to restore any capabilities or services that were impaired due to a cybersecurity incident.

• Policy, compliance, Digital Millennium Copyright Act (DMCA)

• Cyber awareness activities and training

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EXPERIENCE

The Experience Unit is lead by Chief Experience Officer, Phyllis Treige. This unit includes Communications, Campus Engagement, Alumni/Corporate Relations, Divisional Events and Training, User Experience Design and Testing, Industry Partnerships, and IT Evangelism.

Responsibilities

• External and internal communications

• Storytelling, messaging

• User research, analysis, engagement and outreach

• UX, UI and service design

• ITS branding

• ITS marketing

• ITS staff engagement, events

• Internal and external training

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TECHNOLOGY ENGINEERING

The Technology Engineering Unit is led by Chief Technology Officer, Melanie Douglas. This unit includes Software Engineering and Infrastructure & Client Support.

Unit Responsibilities

• Architecture and standards

• Professional development

• Defining and managing processes

• Adherence to policy compliance

• Common tools and common processes. Examples include:

  • • Incident Management

    • Request Fulfillment

    • Change Control

• Day to day operations

Software Engineering Responsibilities

• Select tools

• Testing - standards, continuous integration, comprehensively testing

• Partner with all ITS units on metrics and change management considerations

• Interfaces/Integration

• Developing coding standards, release cycle, coding languages

• Staff expertise - pathway for beginner to expert software programmer

• Data management, database administration, data scientist, data element inventory

• Software development life cycle

• Architecture - inventory, documenting software, participation on design review board, development platforms

• 3rd party software support

• ERP planning/Enterprise app

• Software development - design and build

Infrastructure & Client Support Responsibilities

• Network

• Telecommunications

• System administration

• Physical Data Center support

• Endpoint computing

• Help desk/service Desk

• Audio visual support for events

• Classroom technology support

• Computer labs

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RESOURCE PLANNING & MANAGEMENT

The Resource Planning & Management Unit is led by Chief Operating Officer, Magge McCue. This unit includes Budget/Finance, Human Resources, Space Management, Portfolio Management and Strategy, Business Analytics and Business Operations.

Responsibilities

• Budget development and management - budget development and financial management, funding and costing models, financial analysis and reporting, fund accounting, compliance and audit, liaison to campus Planning & Budget.

• Human Resources - compensation, equity, merit, recruitments, analysis, staffing data, diversity, equity and inclusion reporting, training and development planning, compliance, reporting and audit, liaison to Staff Human Resources.

• Space Management - planning, audit, strategy, and liaison to campus Capital Planning & Space Management.

• Portfolio Management and Strategy - establishment of financial standards and alignment on strategic process for managing product budgets.

• Business Analytics - management of metrics approach, data management, development of framework to demonstrate value of ITS services and progress on campus objectives.

• Business Operations - recharge/billing standards, policy interpretation and compliance, process development/implementation/improvement, liaison to campus Procurement and Accounting.