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Information Technology Services

Strategic Roadmap

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The ITS Leadership team identified 7 core competencies that make up the division. For each competency, the team evaluated what is working, opportunities, and used the findings to build out a strategic roadmap, while assigning an initiative lead and establishing timeline for each initiative.


Division of ITS | Security & RiskInnovation - Academic Research and Technology | Change Management | Service Management | Governance – Project Management | Enterprise Resource Planning (ERP)


Division of ITS

ITS has recently branched into its own organization and has undergone the process of reorganizing to define ITS as its own division. The reorganization required a complete rebrand, which included creating a new org chart, planning out annual budgeting, and developing an annual report to unify ITS and operate as one organization.

  • Opportunities
    • Identity
    • Marketing and communication
    • Unit cohesion
    • Innovation
    • Talent management
    • Re-organization
  • Accomplishments
    • Restructure ITS to align with UNF strategic direction and the current technology roadmap
    • Reorganize the division creating career paths, hierarchy, and growth
    • Budget overhaul with complete restructure of chart of accounts
    • Establish the ITS Lead Team
    • Establish the ITS Managers
    • Create marketing and communication strategies
    • Finalize and launch a complete website redesign focused on student, faculty, and staff

Security, Risk and Infrastructure

Information Security is one of the most important components to the ITS organization and university as a whole, as it serves as the complete protection of all ITS systems, networks, hardware, software, digital assets, and data. Effective Security practices are essential to safeguard data and prevent access to any organizational assets. ITS has now appointed its first Chief Information Security Officer (CISO) who is working to conduct a risk assessment, develop an overall risk management strategy, update and document disaster recovery strategies, improve literacy, produce documentation, policies, and create a security roadmap optimizing security within the organization.

  • Opportunities
    • ERM
    • Privacy
    • Collective security literacy
    • Culture
    • Roles & Responsibilities
    • Identity and Access Management
  • Accomplishments
    • Appointed the first UNF Chief Information Security OfficerFinalized the framework and draft a Disaster Recovery Plan
    • Identified a 3rd-party partner for a Cyber Security Framework Risk Assessment
    • Replaced network core
    • Outlined the framework for cloud architecture in MS Azure
  • 2022-2023 Goals
    • Conduct and evaluate the scheduled IT CSF risk assessment
    • Develop and implement a plan for UNF GDPR compliance
    • Identity and Access Management
    • Continue to refresh and expand the UNF network
    • Fully operationalize cloud strategies in MS Azure
    • Virtual Infrastructure – Classrooms and labs

Academic Research and Technology

Innovation to enable academic research and technology play a crucial role in moving the next generation of students forward while enhancing technology to provide faculty the needed tools to carry out their goals in academic research. ITS will work to develop a shared governance strategy, identify/organize staffing within ITS, establish roles and responsibilities of a unified approach.

  • Opportunities
    • Research Support
    • Data Services
    • Accreditation
    • Strategic vision
    • Communication
    • Services available
  • Accomplishments
    • Onboard Research Technology Services from CCEC
    • Restructured two classroom departments into one
    • Outline structure to support research computing roles and responsibilities
  • 2022-2023 Goals
    • Reimagine endpoint computing support at UNF
    • LinkedIn Learning Pilot
    • Expand research technology services to all campus
    • Finalize Academic Technology task force recommendation

Change Management

Change management within ITS is a crucial component to the university as well as the integrity of the infrastructure. Change management will allow ITS to execute changes, complex or small, within the organization and have a process in place for prioritization, authorization, approvals, communications, and implementation. Additionally, change management will assist in keeping risks at a minimum and will act as a safeguard while allowing monitoring and lowering of disruptions to any services. ITS will strive to optimize change management by developing a knowledge base, align with the academic calendar, streamline a single change management strategy with CAB, and establish standardized communication plans.

  • Opportunities
    • High Volume of Changes
    • Communications
    • Impact analysis communications
    • Approvals/CABs
    • Empowerment
  • Accomplishments
    • Finalized and executed change management strategy for all of ITS
    • Based on Educause best practices and standards
  • 2022-2023 Goals
    • Leverage and scale existing change management tools/practices
    • Launching summer 2022
    • Training in July 2022
    • Final implementation and rollout ServiceNow in 2023

Service Management

As a customer-focused organization, service management is one of the most outwardly facing components, working to continually improve the organization by providing effective and efficient customer support to the UNF community. Service management involves the ongoing process of designing and training of technical knowledge to deliver the management of IT services to customers. ITS will work to develop a service management strategy, select a platform, establish communication strategies, develop KPIs, implement asset management, incorporate project/change management into the tool selection, and evaluate CMDB to optimize service management within the organization.

  • Opportunities
    • Customers directly call ITS staff
    • Expand Self Service
    • Service Catalog
    • Data/Dashboards
    • Knowledge management
    • Tier roles and responsibilities
    • Inventory
    • Communications
  • Accomplishments
    • Finalize and execute service management strategy for all of ITS
    • Based on ITSM/Educause best practices and standards
    • Tool selection: ServiceNow
    • Implementation partner selected: Thirdera
  • 2022-2023 Goals
    • Launch and educate campus to our new service management platform
    • Mature service management of technology support, services, knowledge
    • Standardize service management
    • Standardize change management
    • Standardize knowledge management

Governance – Project Management

Shared IT Governance within ITS allows for the projects running through the university to standardize the university’s mission, vision, and core values. ITS will work to optimize governance by advisory, project evaluation, and aligning with the UNF strategy.

  • Opportunities
    • Information Technology Governance Council (ITGC) – Impact
    • Scope
    • Participation
  • Strategies
    • Collaborate with all stakeholders to design IT Governance
    • Finalize and launch IT Governance strategy
    • Created new IT Advisory Committee with stakeholders across UNF
    • Created evaluation and prioritization strategy for IT resources and project management
  • 2022-2023 Goals
    • Fully operationalize IT Advisory Committee and launch of IT Governance
    • Implement evaluation and prioritization strategy for IT resources and project management
    • Implementation of Strategic Portfolio Management in ServiceNow

Enterprise Resource Planning (ERP) Strategy

ERP strategy, or enterprise resource planning, is key to the functionality and success of the entire organization. ITS will work to optimize ERP strategies through application evaluation, expanding data governance and analytics, reporting, architecture standards/review, platform cloud strategy, and overall platform strategy. In addition, ITS will determine and recommend the progression or replacement of Banner.

  • Opportunities
    • University growth and strategy
    • Division of IT
    • Changes in orgs, governance & Process
    • New Tech – Cloud, ERP, BI & Analytics, Middleware
  • Accomplishments
    • Outline evaluation and prioritization strategy for Enterprise Systems
    • Form and operationalize UNF ERP Strategic Steering Committee
    • Conduct ERP strategy briefing with UNF stakeholders
  • 2022-2023 Goals
    • Finalize the selection and planning of ERP to fully support business, HR, and financial strategies/systems
    • Finalize selection of implementation partner
    • Perform Business Process Analysis in preparation of ERP migration/implementation
    • Develop complete ERP migration plan
    • Promote ERP best practices to avoid risky or redundant business processes