Core Services and Outcomes



This document serves as the guiding document for IT services and priorities for the stated three year period. The intent of the document is to:

  • Identify the key drivers, both internal and external, which impact IT services
  • Define the departmental goals and priorities for IT
  • Evaluate and align departmental goals and priorities in light of institutional goals and priorities
  • Provide general direction of the IT department in which individual goals can be developed and evaluated
  • Provide transparency and guidance to campus constituents regarding the direction and priorities of  IT

This document will serve as a rolling three-year plan for IT. It will be reviewed and updated annually for the subsequent three year period.

Key drivers affecting IT services, 2016-2019:

  • Evaluate and improve business processes and workflow within IT
  • Increased focus on the use of digital tools to improve pedagogy
  • Internet of things and the impact of embedded systems
  • Cloud computing and everything as a service--from software to infrastructure
  • Defining the role of IT services in light of the consumerization and decentralization of technology
  • Changing cost structures and business models within higher education
  • Need to create increased access to non-sensitive data while decreasing our exposure profile of sensitive data
  • Ability to attract and retain quality students and staff

Core Services and Outcomes, 2016-2019:

  1. Voice and data network
    1. Replace existing analog phone system with VoIP phone system
    2. Optimization of wireless networks
    3. Implement system for wireless onboarding and guest access
    4. Replace old access layer network gear
    5. Investigate options for increasing bandwidth between Portland and Newberg Campuses
    6. Continue bandwidth growth
    7. Improving speeds out to buildings (academic and housing)
  2. Systems and data center
    1. Examine options for expanding data center to Portland campus
    2. Examine hosted options for infrastructure and disaster recovery
    3. Determine migration path away from FoxFiles and identify options for specialized file sharing needs
    4. Refactor the Computer Science and Engineering network and datacenter
  3. Learning management and educational technology
    1. Work with Academic Affairs and appropriate departments to develop and implement a plan for addressing unique technology needs
    2. Work with Academic Affairs to identify solutions for key gaps in our educational technology tools (e.g. learning management systems, media services, in-classroom technologies)
    3. Outline a plan for completing installations and refreshes of Media Enabled Classrooms
  4. Administrative and enterprise systems
    1. Improve the usability and functionality of MyGFU through regular maintenance and development within the PeopleSoft system
    2. Implement a review/refresh cycle for internally built applications in order to keep them up-to-date and increase cross training
    3. Establish standards and best practices for application development, version control and deployment
    4. Prepare in-house processes and applications in preparation for future changes in ERP systems
    5. Provide technical training opportunities for users of administrative systems
  5. Security, risk management and compliance
    1. Implement pending changes to authentication including password policy changes, single sign on and two-factor authentication
    2. Train and educate end users on secure computing practices
    3. Train and educate IT staff and other technical users on secure coding, administration and development practices
    4. Establish system for reporting downtime and security related incidents
    5. Examine options for automatic enrollment in Mobile Device Management for university owned devices
    6. Perform network and systems analysis to identify vulnerabilities within our infrastructure and software
    7. Establish and expand practices and procedures for backup, encryption and disaster recovery
  6. Service desk
    1. Evaluate Portland campus support model in order to streamline our ability to deliver the variety of services required there
    2. Evaluate support model for student devices
    3. Refine Service Desk operations through workload redistribution and analysis of organizational structure for the Service Desk
    4. Define what roles of the Service Desk with regard to end user training
    5. Identify areas in which additional support should be offered or changes in support should be implemented
    6. Replace current ID card system with more current technology
  7. Media production services
    1. Develop a production model for large university events and athletics
    2. Evaluate options to monitor classroom tech via network
    3. Replace Portland campus hardware
    4. Identify how elements of Media Production Services could be decentralized to improve service
    5. Monitor impact of Bring Your Own Device with regard to classroom hardware and connectivity
    6. Develop a model for balancing support needs vs. end-user training
  8. Policy, governance and culture
    1. Define and catalog core IT services and Service Level Agreements
    2. Identify ways to further incorporate accessibility into IT and university operations
    3. Establish project inflow and status communication process constituents in and out of IT
    4. Establish a framework of basic technical skills for users across campus and identify potential training needs for end users
    5. Develop the central, public repository for IT policies and procedures
    6. Foster partnerships across each of the IT areas and between IT and other campus departments
    7. Bring in external IT personnel to do a peer review/audit
  9. Internal business process review
    1. Service request intake and processing
    2. MPS event, production and equipment scheduling
    3. Project inflow and communication processes
    4. Staff hardware purchasing and rotation
    5. Employee onboarding and changes
    6. Permission and access change requests
    7. Knowledge base and documentation development
    8. Student employee utilization