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

ITS Strategic Planning Process

Contents

1. Introduction 
2. Andrews University Mission Statement 
3. Who are our customers? 
4. What do we do? 
5. Grouping what we do 
6. Values 
7. ITS Mission Statement 
8. Goals 
9. Vision Statement 
Arizona State University West 
The Claremont Colleges 
Notes

1. Introduction

The ITS (Information Technology Services) management team met for a half-day planning session on Tuesday morning, October 6, 1998 to brainstorm about its mission. The objectives of the session were to identify the role of ITS and its function in supporting the mission of Andrews University, and to formulate a mission statement that encapsulates what we strive to do and the values we hold. We also wanted to make a start on listing our goals. At our next session, we will refine the mission statement resulting from this session, and use that as a basis for prioritizing our goals. We will then develop specific objectives and a plan for accomplishing each goal, with dates, responsibilities and measurable identifiers.

2. Andrews University Mission Statement

Reference was made to the University mission statement, not as constraint, but as a reminder that we are here to help the University serve the students.

Statement of Mission

Andrews University educates its students for generous service to the church and society in keeping with a faithful witness to Christ and to the worldwide mission of the Seventh-day Adventist Church.

Accordingly, students are challenged

3. Who Are Our Customers?

We started the process by compiling a list of our clients or customers.

4. What Do We Do?

Next, we adapted a brainstorming technique that uses 6” pads of sticky hexagons for writing down ideas.

Instead of using literal sticky hexagons, we used MS Draw in a Word document, and displayed it in Full Screen mode using a video projector. The following page is the end result.

5. Grouping What We Do

As the groups of hexagons in the previous section show, the things we do can be collected together into 8 groups that can be clustered into 4 main types of activity. This grouping was used to define the thrust of our mission statement.

Activity Type

Things we do

Customer Support

Access to Technology
Customer Support and Development
Direct Services

Infrastructure Support

Infrastructure Support

Information Needs

Strategic Information Needs
Operational Information Needs

Technological Vision

Strategic Directions
Emerging Technologies

6. Values

The following alphabetical list of values considered to be important was put together during another brief brainstorming session.

A vote was taken to select the top 4 values from the list. These values are to be reflected in the mission statement.

7. ITS Mission Statement

The mission statement needs to encompass these broad areas: Customer Support, Infrastructure Support, Information Needs, Technological Vision, and to emphasize these values: Integrity, Meeting user needs, Communication, Reliability. It needs to make clear who our customers are, answer the why question, and state our relationship with the community. The resulting draft mission statement will be discussed by ITS managers and a final statement will be prepared.
 
1a. It is the mission of Information Technology Services (ITS) to provide access to, and service and support for, information technology resources throughout the Andrews University community.
2a. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration.
3a. ITS provides information for strategic decision support and for tactical and operational needs.
4a. ITS also provides the information infrastructure, in terms of technology, training and consulting, to empower people to make effective use of information resources.
5a. It is our aim to satisfy the information technology needs of the Andrews community with reliable, responsive service, and to be open to feedback on ways to improve.
   
1b. It is the mission of Information Technology Services (ITS) to provide reliable access, with responsive service and support, for information technology resources for Andrews University. 
2a. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration.
3a. ITS provides information for strategic decision support and for tactical and operational needs. 
4b. ITS also provides the information infrastructure (in terms of technology, training, and consulting) to empower people to make effective use of information resources.
   
1c. It is the mission of Information Technology Services (ITS) to meet the information technology needs of Andrews University by providing reliable access, with responsive service and support, to the IT resources. 
2a. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration. 
3a. ITS provides information for strategic decision support and for tactical and operational needs. 
4b. ITS also provides the information infrastructure (in terms of technology, training, and consulting) to empower people to make effective use of information resources.
   
1d. It is the mission of Information Technology Services (ITS) to provide Andrews University with reliable access to, and responsive service and support for, information technology resources. 
2a. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration. 
3a. ITS provides information for strategic decision support and for tactical and operational needs. 
4b. ITS also provides the information infrastructure (in terms of technology, training, and consulting) to empower people to make effective use of information resources.
   
1b. It is the mission of Information Technology Services (ITS) to provide reliable access, with responsive service and support, for information technology resources for Andrews University. 
1c. It is the mission of Information Technology Services (ITS) to meet the information technology needs of Andrews University by providing reliable access, with responsive service and support, to the IT resources. 
1d. It is the mission of Information Technology Services (ITS) to provide Andrews University with reliable access to, and responsive service and support for, information technology resources. 
   
2a. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration. 
   
3a. ITS provides information for strategic decision support and for tactical and operational needs.
   
4a. ITS also provides the information infrastructure, in terms of technology, training and consulting, to empower people to make effective use of information resources. 
4b. ITS also provides the information infrastructure (in terms of technology, training, and consulting) to empower people to make effective use of information resources.

MISSION STATEMENT

It is the mission of Information Technology Services (ITS) to meet the information technology needs of Andrews University by providing reliable access, with responsive service and support, to the IT resources. In support of the University mission, ITS continually looks for ways to incorporate new technologies to improve processes associated with instruction, research, and administration. ITS provides information for strategic decision support and for tactical and operational needs. ITS also provides the information infrastructure (in terms of technology, training, and consulting) to empower people to make effective use of information resources.

8. Goals

In the time we had during the meeting, we prepared only a rough first draft of our mission statement. A more nearly completed statement would have given more guidance in proposing what our goals should be. Nevertheless, the following goals were proposed, as a starting point:
  1. Implement a web-based student-information system
  2. Be perceived as The Place to get excellent PC support
  3. Achieve Y2K compliance (see GC definition)
  4. Increase faculty utilization of technology in teaching
  5. To provide video conferencing capability
  6. Provide technology to support AU plan for distance learning
  7. To provide more cost-effective long distance telephone service for students
  8. To provide a management information system that gives improved decision support
  9. To realize the strategic potential of email and electronic calendaring
  10. Improve end-user access to information
  11. Improve remote access availability
  12. Achieve high levels of availability and reliability
  13. Develop a viable enterprise contingency plan
  14. To provide information access in a convenient and flexible as well as secure manner
  15. Improve time & attendance system
  16. Improve data integrity
  17. Increase educational utilization of cable TV system
  18. Provide improved training and consulting services
  19. Develop a user-friendly, robust intranet for account management, etc
  20. Develop the use of the intranet for internal communications
  21. Develop the use of the intranet for information delivery
  22. Develop management and billing models for offering new telecom services
  23. Centralize and standardize on personal computer hardware
  24. Centralize endorsement of all technology purchases, to ensure intercommunication
  25. Raise level of awareness of the impact on technology of equipment purchases, building and renovation plans
  26. Change the funding model for PC support
  27. Community services
  28. Communicate the ITS Mission and Strategic Plan
  29. Set up an effective annual strategic planning cycle in ITS
  30. Andrews web
  31. ITS home page
  32. Develop standards, policies and procedures
  33. Meet growing demands for disk storage
  34. Implement wireless voice & data networking
  35. Document imaging and workflow
  36. Address certification
  37. Develop a process for evaluating and monitoring ITS services
  38. Provide excellent training and development opportunities for ITS staff
  39. Meet requirements for Semester Conversion

9. Vision Statement

VISION STATEMENT
To provide reliable, leading edge, flexible information technology services, delivered in a timely, customer-oriented manner.

To be recognized as a professional, proactive service organization, providing reliable, leading edge, flexible, user friendly information technology services.

Arizona State University West

Every member of the ASU West community will be able to use technology to further their own and others' learning: without assistance, and whenever and wherever they wish. 

Bryant College

To be recognized as a pro-active service organization that provides quality services in a timely fashion and without needless disruption to the users.

The Claremont Colleges

To be recognized across the Claremont Colleges community as a professional service organization which provides essential and highly-valued communications and information technology services.

To develop and demonstrate knowledge of current and future technological issues and trends which may make our customers more effective and efficient.

To be seen as an employer at the Claremont Colleges which provides challenging technical and professional opportunities in an environment which fosters innovation, cooperation, and growth.

Notes

quality
customer oriented
cost-effective

Telecom
Perceptions by people
Caring
Honesty
Integrity

Products/Services
Reliable
Dependable
Cheerfulness

Administrative Systems
How do you want to be perceived?
Responsive
Cost-effective

Client Services
Perceptions about people?
Helpful
Accurate
Going beyond

Perceptions about product?
Attractive presentation
Friendly Appealing atmosphere
Dependable

Servers & Networks 
Provider of reliable, leading edge, flexible, user-friendly networking services & infrastructure

Institutional Research
Perceptions?
Friendly
Timely
Reliable
Accurate

ITS
Reliable, timely, user-friendly, leverage IT for competitive advantage

Instructional Technology
Vision of the future
Understanding needs
Communicate in a non-jargon way
Functional, dependable services


Return to 2a2 The Strategic Planning process in ITS

Created: Tuesday, February 20, 2000 04:59 PM
Last Modified: Monday, June 28, 2004 9:47 PM