Behind the Scenes in ITServices: Creating an Office of the CIO
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Behind the Scenes in ITServices:
Creating an Office of the CIO
OUCC 2014Queen’s University
R. Coupland & K. McWhirter
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Why an Office of the CIO?
To align the strategic initiatives of ITServices at Queen’s.
…but, what does that mean?
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Well, just what do we do here?
We know that IT can include…- Infrastructure
- Telecom
- Administrative applications
- Teaching and learning support
- Audio/Visual
- User support
- Service provisioning/deprovisioning
But, wait! It also includes…- Budget
- Staffing
- Data collection and assessment
- Security
- Project management
- Communications
- Community outreach
If we’re doing all of this… …how do we also do this?
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How can we let the “IT people” focus on the IT work?
Create an Office of the CIO that focuses on much of the strategic work that needs to take place to make an IT unit successful.
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ITServices at Queen’s
18 Months Ago
• Reactive• Break/fix• ITS units
disconnected• No clear
organizational structure
• No clear budget structure or strategy
• Recruitment/ retention issues
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1. Organizational Structurea) Organizational Chart
b) Leadership Team
c) Market Value Assessments
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2. Policies and Proceduresa) ITServices Administrative Handbook
b) Manager (Finance and Administration)
c) New budget model
d) Partnership with Human Resources
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3. Communicationsa) ITServices Communications Team
b) Increased internal communication
c) Outreach activities (Brown Bags, EITAC, FAC, SAC)
d) Partnerships with central Marketing & Communications
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4. Strategy and Assessmenta) ITServices Strategic Plan
b) IT Governance (Student and Faculty Advisory Committees)
c) Manager of Assessment
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ITServices at Queen’s
18 Months Ago
• Reactive• Break/fix• ITS units
disconnected• No clear
organizational structure
• No clear budget structure or strategy
• Recruitment/ retention issues
Today
• Moving toward proactive planning
• Break/fix• Communications
Team established• Clear
organizational structure
• Budget organized under new model
• Building a plan and a relationship with HR
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Can we do more?
Yes, and it’s part of our plan.
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1. Organizational Structurea) Organizational Chart
b) Leadership Team
c) Market Value Assessments
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2. Policies and Proceduresa) ITServices Administrative Handbook
b) Manager (Finance and Administration)
c) New budget model
d) Partnership with Human Resources
![Page 14: Behind the Scenes in ITServices: Creating an Office of the CIO](https://reader036.fdocuments.in/reader036/viewer/2022062815/568168e0550346895ddfd7eb/html5/thumbnails/14.jpg)
3. Communicationsa) ITServices Communications Team
b) Increased internal communication
c) Outreach activities (Brown Bags, EITAC, FAC, SAC)
d) Partnerships with central Marketing & Communications
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4. Strategy and Assessmenta) ITServices Strategic Plan
b) IT Governance (campus-wide)
c) Manager of Assessment
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ITServices at Queen’s
18 Months Ago
• Reactive• Break/fix• ITS units
disconnected• No clear
organizational structure
• No clear budget structure or strategy
• Recruitment/ retention issues
Today
• Moving toward proactive planning
• Break/fix• Communications
Team established• Clear
organizational structure
• Budget organized under new model
• Building a plan and a relationship with HR
Tomorrow
• Proactive• Regular outreach
and internal communications
• Clear career paths• Historic budget
data informs future strategic spend
• Established recruitment program with minimal turnover
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Challenges…
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How can we overcome our challenges?
What have you done?
What would you like to see if the Office of the CIO was part of your department?
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Discussion