The OIT Strategic Plan documented here has been modified to adjust for
the goals of Advancing Excellence: CMU Strategic Plan, yet continues to include a
number of incomplete long-term initiatives inaugurated in the FY16 version of this plan.
This plan was developed under the leadership of CMU's Vice President for Information
Technology and Chief Information Officer. It is intended to provide a
broad roadmap for the development and application of the university's
technology environment from Fiscal Years 2018-2020. Specific actions and projects will be outlined in a series of reports and updates documenting the work produced and
planned against this plan over the next three years. As the plan evolves, annual
plans, updates, and reports will be used to monitor its progress.
The high-level organizational structure of OIT has been organized to optimize performance against this plan. This diagram is a conceptual representation of the functions of OIT and the leaders of those respective functions.
Throughout the execution of the plan, the
Office of Information Technology (OIT) will continue to benchmark its progress using a variety of inputs.
- OIT has regularly conducted a campus-wide
technology satisfaction survey and will continue to do so. In order to
document the effective execution of this plan, that survey will be revised to
ensure that appropriate, measurable feedback is obtained concerning 1) the
effectiveness and completeness of the feature sets included in IT services, 2)
the performance of those services, and 3) the effectiveness of the IT processes
that deliver them.
- OIT conducts an internal annual benchmarking survey using the Gartner ITscore Maturity Index.
- OIT uses Help Desk surveys on an on-going
basis to assess customer satisfaction with ticket resolution and completes a
maturity self-assessment annually (beginning FY17) to assess general maturity
and identify opportunities for organizational improvement.
All metrics are used in long-term and annual
planning and tracked longitudinally in our annual reports.