Division of Information Technology Services

1. Division of Information Technology Services Strategic Planning Summary September 2007

2. Mission The Division of Information Technology Services (ITS) strives to support and enrich the university experience for students, faculty and staff – an experience that is increasingly technology enabled and network based. ITS teams develop, operate and maintain the University’s shared computing and networking infrastructures, major administrative and academic information systems, baseline instructional and information technologies, and the requisite technical support services.

3. Vision Excellence in teaching and learning, information sharing, and the exchange of ideas and viewpoints, along with anytime/anywhere access to resources and services, are defining features of the academically rich, student centered university experience we intend to provide for Cal State East Bay students. The goal of excellence in the use of information technology is an essential ingredient in achieving this vision.

4. Values Within ITS, we share a common set of values as we work to accomplish our mission of supporting the academic, administrative, and co-curricular functions of Cal State East Bay. These values provide a framework for effectively working together and meeting the needs of the university community. They are ideals toward which we continue to strive in our daily efforts. • We value our technology services role in the mission of the university. • We value exceptional customer service. • We value operational excellence. • We value helpful and supportive relationships. • We value a collaborative work environment and refuse to let each other fail. • We value professional development and accountability. • We value a healthy and fun work environment.

5. Alignment The strategic plan for IT@CSUEB focuses on the alignment of central and local information technology resources, services, projects and support structures with Cal State East Bay’s “seven mandates” outlined within the Framework for the Future. The strategic plan calls for ITS to provide: 1) a solid foundation of IT infrastructure and sound fiscal planning; 2) pedagogically sound technology resources and support for faculty; and 3) anywhere/anytime access to services and support for student success and engagement in campus life. The tag line for ITS alignment and balance is: “Centrally-coordinated, locally-directed.”

6. Advisory & Governance Advisory Operational

7. Goals and Measures 1. Provide a solid foundation of IT infrastructure and sound fiscal planning: • Key Indicators: Number of critical events per managed object. Percentage of technology costs accounted for in life-cycle replacement budgets. Total cost of ownership (TCO). • Challenges: History of uncoordinated (ad hoc) procurement and funding decisions. • Actions: Coordinate university-wide technology service levels, standards, architectures, and budget planning.

8. Goals and Measures (continued) 2. Provide pedagogically sound technology resources and support for faculty: • Key Indicators: Delivery cost per service. Percentage of faculty using each service. Faculty satisfaction. • Challenges: Cottage industry culture. Communications. • Actions: Emphasis on self-service. Provide access to instructional design assistants.

9. Goals and Measures (continued) 3. Provide anywhere/anytime access to services and administrative processes, and support for student success and engagement in campus life: • Key Indicators: Percentage of key administrative processes and student services available online. Percentages of students using online services. Student satisfaction. • Challenges: 24x7 support. • Actions: Audit administrative processes and student services for online access. Emphasize self-service.