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MANAGEMENT
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MANAGEMENT
IT Strategic Plan

Enabling & Supporting Self Service

Self-service provides a single connection point, or portal, where students, faculty, staff and administrative can manage their personal and professional information anywhere, anytime. For higher education, this translates to a better-informed, better-connected community.

  • Recognizes that often people want to find their own solutions using universally available tools
  • Expectations for self service – 24/7, immediate access to solutions/response, more methods (online docs, automated, chat)
  • Students, faculty, staff and administrative doing more to manage their personal and professional information anywhere, anytime (cloud storage)
  • Single point of contact, service catalogs, robust online reference, and automated self-help tools

Big Ideas (3-5 years)

  • Internal IITS
  • Data (Reports)
  • Service catalog - detailed descriptions for services provided to the campus community
  • Machine Learning - streamlined processes - Chatbots

Campus Connection

Academic Excellence - 1.2 Provide interactive and applied learning opportunities

Student Life - 2.3 Offer seamless services and single contact points for student services

Campus Climate - 3.2 Deliver service-oriented and efficient administrative processes

Student Success

What is IITS already doing related to Self Service?

  • Forms
  • Online help & info
  • Software Center
  • Cougar Apps
  • Password Change
  • E-Advising
  • Delivery Method MDM JAMF

Who else might we need to bring into a conversation about Self Service?

  • Faculty, Staff and Students

What may need to be expanded in terms of services, systems, etc. if Self Service surfaces as a key area of focus from campus stakeholders?

  • Delivery Methods
  • Infrastructure

What are our internal assets and challenges to meet Self Service needs, if adopted?

  • Culture -> awareness of self help
  • Outreach Adoption
  • Outdated Content
  • Training
  • Security Privacy
  • Listening

What are people asking for? What issues are IITS aware of?

  • Self Sufficiency
  • Just in Time Information

What other trends overlap?

selfserviceDownload the visual chart (PDF)

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