1. A Roadmap to Service Excellence – The UW-Madison IT Strategic Plan October 15, 2008

2. Introduction Thank you Materials on CIO website “The Plan” for “The Plan”

3. Good FastCheap Traditional IT Service Expectations Pick Two

4. IT Service Expectations Today + Good FastCheap Pick Three

5. IT Service Matters …for virtually everything

6. More Complex Than We Admit SimpleComplicated ComplexChaotic We are here

7. Teaching & Learning Teaching & Learning Research Outreach & Public Service Outreach & Public Service Campus Services Achieving Service Excellence

8. Some Important Questions

9. Achieving and sustaining service excellence for teaching and learning, research, outreach and public service, and campus services. Vision

10. Common Themes Communication and collaboration IT service leadership Organizational infrastructure Effective assessment Funding approaches Agile and innovative Aligned Boundary bridging

11. Teaching and Learning

12. 1.Support with appropriate technologies 2.Support successful approaches 3.Prepare students to work in a technology-enhanced world 5.Advance and sustain faculty, staff, and student skills and competencies 4.Foster collaboration and innovation

13. Research A culture of self- reliance meets a culture of collaboration

14. Research 1.Understand research nature (adaptive challenges) 2.Support research infrastructure 3.Support the proposal/award process 4.Connect resources and people 5.Support sharing and archiving research 6.Advance and sustain faculty, staff, and student skills and competencies

15. Infrastructure The Science of Infrastructure The Science of Science IT Service for Research at UW-Madison

16. Outreach and Public Service

17. 1.Include strategies listed in T&L section 2.Support outreach and public service infrastructure 3.Support access for non-traditional students and the public (shrink distance for access) 5.Advance and sustain faculty and staff skills and competencies 4.Embrace Wisconsin Idea/Experience

18. Campus Services All the things we do to run this $2 billion/year enterprise

19. Infrastructure Define, establish, sustain and continually enhance core and enabling infrastructure

20. Core Infrastructure

21. Enabling Infrastructure Software and services that provide a common set of features and processes used to support and enhance IT service delivery.

22. Influencers Complexity Funding strategies Relationships/Alignment Priorities Governance Architecture principles Policy

23. Bigger Questions How do we make decisions? How do we set priorities? What is our total IT spend? What is core to our mission?

24. Next Steps

25. Conversation

26. More than technology, our challenge is building community and brokering capability…