Information Technology Strategic Planning
Projects
Project Title:
IT Services Menu
Project Advocate:
Jose Magana
Project Manager:
Gabe Edwards
Project Overview:
The project is intended to discuss and share information related to IT services for new and existing employees. This concept is supported under the User empowerment initiative. With a new IT awareness, employees will be able to access resources through a consistent channel-set of information sharing. Information regarding the various services, products, and systems available from the Information Technology department would be readily accessible from multiple sources, including "advertising".
Key Stakeholders:
UCM Community
Information Technology
Benefits:
ITSM provides a uniform communication method that will acclimatize new employees to IT as a service organization. ITSM is an improved user-service-oriented group of resources that will allow users to make better informed decisions regarding their computing needs. Management in various user-groups will also benefit by minimizing overhead and redundant services.
Project Deliverables:
- Outline/Framework for presentation content and format for New Employee Orientation (common issues and responses, where to go for __, etc.)
- Agreement with HR for time slot and cooperation for distribution of materials for New Employee Orientation presentation.
- "Getting Started at UC Merced" Physical brochure (How To) & Online PDFs related to available IT Services for handout to HR (New Employees, etc), and other campus organizations.
- "Staying Connected at UC Merced" Physical brochure (Menu) with published links to online resources such as...
- "Staying Connected at UC Merced" Online Guide to available IT tools and services.
- Web-based FAQ with question/answer structure directed at answering user questions from the varying standpoints of New Employees, Existing Staff, Existing Faculty, etc...
- Utility/tool for users to submit questions to FAQ and be notified of an answer.
- 411 Contact List to specify groups related to certain issues with direct contact information (email/phone/web url)
- Video Presentation (online and for use in New Employee Orientation)
- Marketing posters on digital signage and wall space in various places around Campus and Castle
Initiative(s) Supported:
Related Projects:
Milestones:
ITSM Recruiting
ITSM Planning and Research (available IT services and advertised contact information)
ITSM Framework, Iconography, Approved Content, Draft Material, Layout and Revision Plan
ITSM Draft Production Approval
ITSM Material Finalized (Brochures, PDFs, Posters, etc) and sent to printing (to be reviewed and re-released on a regular basis)
ITSM Web Material Finalized (Content & Tools) and soft launch (to be reviewed and updated on an ongoing and regular basis)
ITSM Launch and Public Announcement
Costs & Funding (Capital & Operational):
IT staff participation and polling will help assemble the membership to IT Communication 2.0. Minor funding for materials to support ITC2.0 will be required. Volunteer representatives from several teams within IT will be responsible for ongoing upkeep of information and online content.
Project Team:
Bobby Bliatout (Rep: Help Desk)
Edson Gonzales (Rep: Student Services)
Phong Vang (Rep: User Tech Services)
Crystal Wuebker (Rep: Web Services)
Greg Fellin (Rep: IDM/Security Services)
Jason Hutchinson (Rep: Operations)
John Souza (Rep: Student Information Systems)
Issues/Risks:
1. IT service information availability limited to Panorama, Happenings, and email. (One-way communication)
2. Random IT requests being made without users knowing available IT tools and services. (Lack of understanding)
3. Training and communication will continue to remain unsatisfactory if other projects do not support ITSM user comment & feedback.
4. Poor communication, lack of interest, lack of internal support from IT groups.
5. Definitions and purpose behind each method of communication getting "muddied" or losing purpose.
6. On-going communications fail or are ignored. Updated information is not presented to ITSM for dissemination to user community.
Looking for help?
We offer a number of tutorials and FAQs available in the Guides & FAQs section.
If you have any questions, problems, or comments, please contact the IT Help Desk via email at helpdesk@ucmerced.edu, via phone at 209.228.HELP (4357), or visit them in the Classroom and Office Building room 132A.