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2. A dynamic change-agent with skills in: ¬
(a) Planning and implementing change

 
ITS Strategic Goals and Objectives Year Managers with this Goal
0 1 2 3 LB DC GD DH JM VO DW

1.       Improve end-user access to information

                     

1.1     Set up and implement Banner Web for Students.

1.1.1  Determine how to implement PIN numbers for students.

1.1.2  Develop plan to disseminate information to students of how to use the system.

1.1.3  Determine how to support users who need help with their PIN numbers and how and when to supply PIN numbers to new students.

X           L        

1.2     Develop a general information page for telecommunications customers.

X                 L  

1.3     Implement a web interface to the Axis Pinnacle software.

X                 L  

1.4     Provide web-based interfaces to some information in Banner.

C C C C     L        

1.5     Integrate as many non-Banner systems as possible into Banner.

X X         L        

1.6     Provide a data warehouse to speed access to data and present it in a form that is meaningful to the end-user.

C C C C     L        

1.7     Assist in the development of WEB content.

  X       L          

1.8     Develop or acquire WEB search tools.

    X     L          

2.       Be perceived as The Place to get excellent PC support

                     

2.1     Continue to provide high quality service.

C C C C             L

2.2     Communicate with department regarding status of work orders.

C C C C             L

2.3     Through focus groups, determine what is really expected of PC Support.

C C C C             L

3.       Achieve Y2K compliance (see GC definition)

                     

3.1     Develop software and database to track hardware, software, vendors, etc. as related to Y2K compliance.

X           L        

3.2     Train and assist departments in the information gathering.

X           L        

3.3     Develop reports for assessing needs to achieve Y2K compliance campus wide.

X           L        

3.4     Continue to raise the level of awareness concerning the ramifications of Y2K.

  X           L      

3.5     Foster 100% participation of all AU departments in the Y2K effort.

  X           L      

3.6     With the Y2K Task Force, set target compliance dates.

  X           L      

3.7     Promote the development of models for funding and deployment of equipment upgrades or replacements to ensure quality purchasing with long term value.

  X           L      

3.8     Prepare status reports for AU committees and other bodies.

  X           L      

3.9     Test network servers hardware and software.

  X       L          

3.10   Test network hardware.

  X       L          

3.11   Develop plan for replacement or rework.

  X       L          

3.12   Assist others in testing and rework.

  X       L          

3.13   Assist in planning and testing contingency plan.

  X       L          

3.14   Prioritize and plan strategy for Y2K campus-wide compliance.

X X         L        

3.15   Test Y2K compliance of Banner.

X X         L        

3.16   Analyze non-Banner system to determine Y2K status.

X X         L        

3.17   Retire, replace, or modify non-Banner systems as needed to bring them into Y2K compliance.

X X         L        

3.18   Document Y2K compliance for all telecommunications software and equipment.

  X               L  

3.19   Enter all applicable computers and software in AU Y2K application.

  X                 L

3.20   Identify and patch all standard AU software on campus PC’s including operating systems.

  X                 L

3.21   Work with Y2K committee and Financial Admin to determine best way to handle financing of a bulk purchase of computers for campus.

  X                 L

3.22   Collect orders from departments for replacement of non-compliant systems and negotiate a bulk order of computers.

  X                 L

3.23   Devise a way to smoothly deploy these computers

  X                 L

4.       Increase faculty utilization of technology in teaching

                     

4.1     Participate in University-wide or school by school development of plans to increase the use of technology to improve the learning process.

  C C C L            

4.2     Promote the use of WebCT (PR and training)

  C C C L            

4.3     Increase faculty awareness of how technology can be used by coordinating faculty sharing of their uses of technology.

  C C C L            

4.4     Encourage faculty development of skills needed (via MCF and other training).

  C C C L            

5.       Provide video conferencing capability

                     

5.1     Determine the possible uses of video conferencing.

  X     L            

5.2     Select a trial use, plan and acquire equipment and ISDN connection.

5.2.1   Acquire three direct ISDN lines from CO. to Andrews University.

5.2.2   Acquire ISDN H.320 compatible equipment. (Polycom, PictureTel)

5.2.3   Test above items and use for a class.

  X     P L       P  

5.3     Evaluate success and determine wide-spread potential for use.

    X   L P          

5.4     Develop plan for campus-wide implementation of video conferencing including equipment, ISDN lines and support.

5.4.1  Develop training for end users.

5.4.2  Determine need for any bridging services.

  X X   P L          

5.5     Implement plan

      X L            

5.6     Acquire and test Multicast client software.

  X       L          

6.       Provide technology to support AU plan for distance learning

                     

6.1     Monitor WEBCT and be ready to provide more servers for this function.

  X       L          

6.2     Participate in the development of a University plan for distance learning.

6.2.1  Continue to research what Andrews University wants to do with this technology.

  X     L P          

6.3     Investigate corporate VPNs for remote labs.

    X     L          

6.4     Determine technologies needed and funding.

    X   L         P  

6.5     Begin implementation of distance learning plan

      X L            

7.       Provide more cost-effective long distance telephone service for students

                     

7.1     Determine appropriate rates.

  C C C           L  

7.2     Actively market, promote and advertise services.

  C C C           L  

7.3     Monitor usage and billing.

  C C C           L  

8.       Provide a management information system that gives improved decision support

                     

8.1     Use the Data Warehouse Steering Committee to determine needs and priorities.

C C C C     P L      

8.2     Starting with highest priorities, use interviews and focus groups to determine specific requirements.

  C C C     P L      

8.3     Design and build the necessary data structures, with extract and load procedures and schedules.

  C C C     L P      

8.4     Develop the data models to support the inquiry, reporting and analysis needs that were identified.

  C C C     L P      

8.5     Train users and deploy models iteratively.

  C C C     L P      

8.6     Acquire automated tools for satisfying routine reporting needs.

  X         P   L    

8.7     Be able to meet ad hoc requests for information readily without special reprogramming.

  X         P P L    

9.       Realize the strategic potential of email and electronic calendaring

                     

9.1     Give leadership in the evaluation and selection of a product.

  X           L      

9.2     Centralize users home directories

  X       L          

9.3     Continue to research and test products in this area.

9.3.1   Initiate research into feasibility of currently available tools, in terms of cost, ease of setup and administration, robustness, pathway to future Internet solutions.

  X       L   P      

9.4     Develop an awareness of the strategic value of these tools through research and preparation, making presentations in key meetings.

9.4.1  Develop a rationale for using email in place of paper memos and distribution of minutes, etc.

  X           L      

9.5     Ensure the development of an implementation plan, with appropriate selection of pilot group and training.

  X       P   L     P

9.6     Help train client services team on installation requirements.

  X       L          

9.7     Work with Network and Servers group to provide a test-bed for specific test applications.

  X                 L

9.8     Deploy selected application to campus incrementally.

  X                 L

9.9     Provide user training for the selected application.

  X                 L

10.     Improve remote access availability

                     

10.1   Test and deploy Dial-in ISDN services.

  X       L          

10.2   Provide Secure Socket Layer (SSL) connectivity.

  X       L          

10.3   Develop training and marketing info for remote users.

  X       L          

10.4   Provide WEB email services

  X       L          

10.5   Develop personal VPN for traveling staff.

  X       L          

11.     Achieve high levels of availability, reliability and performance

                     

11.1   Improve cross training of networks staff.

    X   L            

11.2   Design and install more redundant network equipment.

  X     L            

11.3   Install and test high availability servers and disk systems.

  X     L            

11.4   Maintain equipment at optimum levels.

  C C C L         L L

11.5   Implement and maintain effective intra-campus communications between technicians.

  X     L           L

11.6   Improve areas of expertise in each staff member (networks, printers, etc).

  C C C             L

11.7   Improve intra-campus communication between technicians (cell phones with paging).

  X                 L

12.     Develop a viable enterprise contingency plan

                     

12.1   Develop practices to facilitate a reliable backup of Redwood data.

X         L P        

12.2   Develop strategy for prevention of loss and/or corruption of administrative data.

X X         L        

12.3   Assist with plan development regarding network outages, downed servers and data security.

    X     L          

12.4   Develop plans of action for extended loss of network cabling.

  X       L P        

12.5   Develop plans of action for extended loss of network server.

  X       L P        

12.6   Practice disaster recovery.

  C C C   L L        

12.7   Coordinate the efforts of the ITS groups working on contingency planning.

    X         L      

12.8   Maintain appropriate crash kit for the switch.

  X               L  

12.9   Develop a disaster recovery plan for the switch.

  C C C           L  

12.10 Document procedures and responsibilities in Client Services in the event of loss of personnel or damage due to fire, flood, or other natural disaster.

  X                 L

13.     Improve time & attendance system

                     

13.1   Make sure time & attendance system is Y2K compliant.

X X         L        

13.2   Increase integration between in-house system and Banner.

X X         L        

13.3   Increase usability of in-house system by employee managers.

  X         L        

13.4   Coordinate research into time and attendance systems with plans for One Card.

  X         L        

14.     Improve data integrity

                     

14.1   Create a data quality task force.

X         P L   P    

14.2   Identify and prioritize data quality issues.

  C C C     L   P    

14.3   Develop methods and procedures to scrub current data.

  C C C     L   P    

14.4   Develop methods and procedures to insure only quality data entered.

  C C C     L   P    

15.     Increase educational utilization of cable TV system

                     

15.1   Determine the capabilities of the system.

  X     L P       P  

15.2   Investigate wiring of additional buildings and classrooms.

  X               L  

15.3   Improve the signal quality.

    X     P       L  

15.4   Research additional educational programming.

    X   L         P  

15.5   Communicate these options and capabilities with faculty and solicit valid uses.

    X   L            

15.6   Develop plan to implement these uses.

    X   L            

15.7   Implement plan.

      X L            

16.     Provide improved customer training

                     

16.1   Evaluate current training and determine needs of faculty and staff.

  X     L            

16.2   Plan topics and frequency needed in a training plan.

  X     L            

16.3   Prepare instructors and handouts.

  X X X L            

16.4   Improve communications/marketing of training offered.

  X     L            

16.5   Provide standard Banner training

  C C C     L        

16.6   Develop methods for self-training (including intranet, manuals, software and video)

    C C     L        

16.7   Publish instructional material on handsets and telephone services, in hardcopy and via the web.

  C C C           L  

17.     Develop a user-friendly, robust intranet

                     

17.1   Develop an authentication method to allow easy access to data user is entitled too.

  X       L          

17.2   Develop a standard intranet front end for ease of navigation.

  X       L          

17.3   Provide easy authoring tools to intranet content developers.

    X     L          

17.4   Have intranet data based on dynamic content, user driven, from a relational database.

      X   L          

18.     Develop the use of the Intranet

                     

18.1   Determine information that is needed and that can be provided electronically.

C C C C     L        

18.2   Provide static or semi-static information on the intranet to reduce the amount of paper being passed around.

  C C C     L        

18.3   Provide volatile information on the intranet to make data more timely and pragmatic.

  C C C     L        

18.4   Promote the use of features provided via the web for internal reporting use by the Administrative Systems group, through presentations in various committees, meetings, newsletters, etc.

  X           L      

18.5   Promote the use of the Intranet for internal communication of minutes, news, policies, etc.

  X           L      

19.     Develop management and billing models for offering new telecom services

                     

19.1   Research other telecommunication services that can be provided.

  X X X           L  

19.2   Develop and implement appropriate billing, with monitoring.

  X X X           L  

20.     Centralize and standardize on personal computer hardware

                     

20.1   Working with administration, transfer PC and peripheral purchases from departments to ITS.

  X X X             L

20.2   Develop baseline PC configurations.

  C C C             L

20.3   Update the baseline configurations as needed.

  C C C             L

20.4   Communicate the baseline configurations to departments, (web page?).

  C C C             L

21.     Centralize endorsement of all technology purchases, to ensure intercommunication

                     

21.1   Act as a communication channel between ITS departments and other groups on campus.

  X           L      

21.2   Through committees such as Financial Management Committee, work to educate all players about the need to unify planning and decision making regarding technology purchases.

  X           L      

22.     Raise level of awareness of the impact on technology of building and renovation plans

                     

22.1   In formal committees and informal conversations with administrators, be alert for developments that impact on information technology, and act in a consulting, educating role.

  X           L      

23.     Change the funding model for PC support

                     

23.1   Develop proposals for eliminating billing for time in the delivery PC support.  Work with the CIO to bring about the necessary cultural changes in budgeting.

  X X     L   P      

24.     Become active in community services

                     

24.1   Provide lab time and instruction for community members and groups.

  C C C L            

24.2   Develop a method by which my team can submit and select what community project we will work on or with.

  X       L          

24.3   Determine a continuous project or projects to work on.

C C C C     L        

24.4   Look for sporadic opportunities.

C C C C     L        

24.5   Foster a community-minded spirit amongst ITS staff.

  X           L      

24.6   Encourage active participation in at least one community services project per year from each ITS group, or from the whole department.

  X           L      

24.7   Jim's thing.

  X             L    

24.8   Take a course on time management so I can fit this in!

  X               L  

24.9   Look for places where our “services” can benefit the community.  Have the team submit proposals and choose how we would like to donate our time.

  X                 L

25.     Communicate the ITS Mission and Strategic Plan

                     

25.1   Make presentations in Computing Committees, Cabinet, Senate, Deans' Council.

  X           L      

25.2   Publish in ITS Newsletter.

  X           L      

25.3   Share the vision, mission and plans with ITS staff.

  X     P P P L P P P

26.     Set up an effective annual strategic planning cycle in ITS

                     

26.1   Facilitate the planning process.

  C C C L            

26.2   Help determine a viable strategic planning cycle for ITS.

  X           L      

26.3   Plan time needed to meet milestones as defined for the cycle.

C C C         L      

26.4   Participate in strategic planning process.

26.4.1 Seek input from the team.

26.4.2 Determine priorities for upgrades and additions in accordance with the strategic plan.

26.4.3 Develop a time line and planning cycle that my team will use to submit request for network upgrades or changes. This should mesh with the ITS planning cycle.

26.4.4 Link the plan with the budget, communicate it and get approval.

C C C   P P P L P P P

26.5   Document the annual planning process.

26.5.1 Prepare the basic strategic plan by July 1, 1999.

  X           L      

27.     Develop the ITS Home Page

                     

27.1   Facilitate the development of the ITS Home Page, specifically as a convenient link to a range of IT services including Help Desk and FAQ, opening hours, courses and seminars, etc.

27.1.1 Develop look and feel of page.

27.1.2 Design page as an informational description of ITS structure and functions we provide.

27.1.3 Provide links to actual services.

27.1.4 Determine useful information to put on ITS home page.

27.1.5 Determine cycle of relevance of information.

27.1.6 Assign responsibility for maintaining parts of the ITS home page.

  X     P P P L P P P

28.     Develop standards, policies and procedures

                     

28.1   Author an ITS Wiring standards document.

  X       L       P P

28.2   Author an ITS Documentation standards document.

    X     L          

28.3   Author an ITS User Account Provisioning document.

  X       L          

28.4   Author an ITS backup procedures policy.

  X       L          

28.5   Assist in writing a Policies and Procedures Update Manual.

    X     L          

28.6   Determine areas that need standards, policies and procedures.

  C C C     L        

28.7   Assign responsibility for writing and maintaining standards, policies or procedures.

  C C C     L        

28.8   Review and update standards, policies and procedures.

  C C C     L        

28.9   Author, co-author or facilitate the authoring of standards, policies and procedures documents.

    X         L      

28.10  Take these documents through the relevant committees and approval processes.

    X         L      

28.11  Use appropriate means to develop awareness of these documents, such as presentations in meetings, news releases to the Student Movement and University Relations, the ITS Home Page and other news pages on the Andrews Web, and the ITS Newsletter.

    X         L      

28.12  Set up and implement recurring review processes for these documents.

    X     P P L   P P

28.13  Maintain documentation on unique aspects of telecommunications operations.

  X               L  

28.14  Document standards, policies, and procedures for Client Services.

  C C C             L

28.15  Update regularly and communicate to necessary users and departments

  C C C             L

29.     Meet growing demands for disk storage

                     

29.1   Install a SAN to allow for easier maintenance and expansion of disk space.

  X       L          

29.2   Provide a better more reliable backup and restore process.

  X       L          

30.     Implement wireless voice & data networking

                     

30.1   Install and monitor, wireless equipment in the Architecture department.

X         L          

30.2   Encourage the use of this technology through out the university.

    X     L          

30.3   Research vendors of wireless technology, looking for the best mix of quality services and prices.

    X     L       P  

31.     Document imaging and workflow

                     

31.1   Determine and prioritize needs for imaging and workflow.

  X X       L        

31.2   Compare and analyze different vendor offerings.

    X     P L        

31.3   Install and implement imaging and workflow system.

      X   P L        

32.     Mail Address certification

                     

32.1   Get current mailing addresses USPO certified.

X           L        

32.2   Develop ways to make sure new addresses and changes to current addresses are certified addresses.

32.2.1 Include a process for linking Post Office returns to address corrections and deactivations.

C C C C     L        

33.     Develop a process for evaluating and monitoring ITS services

                     

33.1    Develop a process for evaluating and monitoring ITS services.

33.1.1 Research and develop assessment and monitoring tools, including automated or semi-automated tools, surveys, questionnaires, response forms, etc among the ITS departments.

33.1.2 Develop and implement a plan for applying the various tools.

  X     P P P L P P P

33.2   Collect and evaluate the feedback.

    X   P P P L P P P

33.3   Develop ways to adjust services provided to meet customer needs.

    X   P P P L P P P

33.4   Prepare a report annually for presentation in appropriate venues.

    X         L      

34.     Provide excellent training and development opportunities for ITS staff

                     

34.1   Determine training and development that would be advantageous to the team.

  C C C L L L L L L L

34.2   Continue to encourage my team to acquire training in future technologies.

  X     L L L L L L L

34.3   Provide training to others in the department regarding new technologies.

  X       L          

34.4   Provide resources and time for the training and development.

  C C C L L L L L L L

34.5   Require attendance at appropriate personnel development training programs conducted by AU Human Resources.

  X     L L L L L L L

34.6   Encourage managers to attend professional development seminars in addition to those specifically targeted at their field of work.

  X           L      

34.7   Foster an environment of continuous learning through the planned use of time for professional reading of appropriate books and trade magazines/journals.

  X           L      

35.     Meet requirements for Semester Conversion

                     

35.1   Hire employee for assisting Sue in conversion of scripts and other issues that need to be addressed with the Banner database and semester conversion.

X           L        

35.2    Perform Semester Conversion tasks.

35.2.1 Analyze full extent of changes to convert to semester on Banner.

35.2.2 Convert scripts and/or data as needed.

35.2.3 Provide training for users of changes under the semester system.

X X X       L        

36.     Web registration

                     

36.1   Do a test web registration Spring 1999.

X           L        

36.2   Analyze successes/failures of Spring 1999 web registration.

X           L        

36.3   Do a more comprehensive web registration Summer 1999.

X           L        

36.4   Analyze successes/failures of Summer 1999 web registration.

X X         L        

36.5   Do a full web registration Fall 2000.

  X         L        

36.6   Analyze successes/failures of Fall 2000 web registration.

  X         L        

37.     Full-time Help Desk staffing

                     

37.1   Develop a proposal for funding full-time Help Desk staff from savings to the institution.

  X X               L

37.2   Once approved, hire Help Desk operators and implement the proposal.

  X X               L

38.     Provide application support

                     

38.1   Acquire Knowledge bases for standard Andrews University applications to be used by Help Desk operators.

    C C             L

38.2   Research the need for providing application support in other ways.

    C C             L

39.     Continue to develop the Computer Store business

                     

39.1   Expand line of software and hardware items available.

  C C C             L

39.2   Increase advertising to departments and students.

  C C C             L

39.3   Look for new over-the-counter type services we could offer.

  C C C             L

40.     Research and develop a system for "one login"

                     

40.1   Build Directory Services Database.

X X       L          

40.2   Consolidate home directories.

X X       L          

40.3   Provide redundant authentication servers.

X X       L          

40.4   Change Redwood to allow use of campus YP.

X X       L          

41.     Research and propose a One Card system

                     

41.1   Evaluate and analyze the different systems on campus and what would be involved in developing a one card system.

  X X     L P        

41.2   Continue to research products and methods to provide this function.

  X       L P        

41.3   Implement a one card system.

      X   L P     P P

42.     Perform Staff Performance Evaluation and Development Planning

                     

42.1   Review the adapted Hewlett-Packard performance evaluation instrument with ITS managers.

  X     P P P L P P P

42.2   Encourage ITS managers to perform annual assessments of their staff, including job description reviews.

  X     P P P L P P P

42.3   Work with each staff member on their Development Plan at annual reviews.

  X     P P P L P P P

43.     Publish ITS Newsletter Quarterly

                     

43.1   Establish a functioning publishing process, with an appointed editor.

  X           L      

43.2   Foster contribution of articles from ITS departments.

  X           L      

43.3   Contribute at least one article for each issue.

  X     P P P L P P P

43.4   Explore additional ways to communicate ITS plans and programs to the AU campus.

  X     P P P L P P P

44.     Monitor and improve system security

                     

44.1   

  X       L          

45.     Report emergency 911 information

                     

45.1   

  X               L  

46.     Present and develop a Christ-centered approach.

                     

46.1   Organize a devotional roster.

              L      

 

Legend
X Marked for year indicated
C Continuing
   
L Leader
X Participant
 
Return to 2a2 The Strategic Planning process in ITS

Created: Tuesday, February 20, 2000 04:59 PM
Last Modified: Thursday, January 8, 2004 11:44 AM