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Angelo State University

Information Technology
Strategic Plan


EXECUTIVESUMMARY

ThisdocumentpresentstheInformationTechnologyStrategicPlanforAngeloState
University.ThepurposeofthisplanistoprovidearoadmapfortheInformation
Technology(IT)Departmenttoimplementanddeliverservicesthatsupportthe
strategicmissionandgoalssetbyAngeloStateUniversity,theTexasTechUniversity
System,andthestatewidegoals/objectivessetbytheDepartmentofInformation
Resources(DIR).

Thisplanningdocumentispartofanoverarchingplanningprocessthatensuresthe
following:

AsharedvisionforInformationTechnologythatisconsistentwiththeuniversitys
vision,missionandgoals.

Alignmentoftechnologyinitiativeswithinstitutionalpriorities.

Disseminationofknowledgeabouttechnologyneedsandconstraints.

Addressinstitutionalacademicandbusinessneedsthroughtheuseoftechnology.

Identifyingrequiredfundinglevelsfortechnology.

Whiletechnologycontinuestoplayanintegralpartinuniversityrelatedactivities,
industrytrendsshowinitiativesthatfocusontheintegrationofpeople,processes,and
technologywilldeliverthemostvalueandbenefitstotheinstitution.Tofurther
articulatethispoint,valueandbenefitstranslateintomorestreamlinedprocesses,as
wellas,timelyaccesstobetterinformationtomakebetterdecisions.Thisallowsthe
institutiontodelivermorevalueaddedservicestoitscustomersandimprovethe
institutionseffortsintheongoingrecruitmentandretentionofstudents.

Overthepasttenyears,theAngeloStateUniversityInformationTechnologyTeamhas
dependedonastrategicplanningprocesstoevolveandmeetthechallengesof
deliveringqualityservicestotheASUcampuscommunity.Akeycomponentofthis
planningprocessiscenteredontherecognitionandunderstandingofpeople,process
andtechnologyaswellascustomerneedscapturedthroughavarietyoffeedback
mechanismsthatareusedtoimproveanddelivernewandexistingservices.Togain
insightintocustomerneeds,theInformationTechnologyDepartmentconductsan

ASUInformationTechnologyStrategicPlan 2
annualtechnologyservicessurveythatmeasurescustomersatisfactionandtarget
desirablenewtechnologyservices.Surveyfeedbackisincorporatedintotheannual
budgetrequestprocessandtheInstitutionalEffectivenessprogram.

ThediagrambelowshowstheInformationTechnologyplanningprocessandthetwo
maincomponentsthestrategicandtactical/operationalaspectsoftheprocess.

Thestrategicaspectoftheplanningprocessistodevelopavisionfortechnologyat
AngeloStateUniversitybycontinuouslyevaluatingfeedbackfromstudents,faculty,and
stafftoidentifynewservicesandmakeimprovementswithexistingservices.

ASUInformationTechnologyStrategicPlan 3
Furthermore,inthisprocesswecompareourselvestopeerinstitutions,bothinTexas
andnationally,whilealigningourselvestoindustrytrends,aswellas,systemleveland
statelevelprioritiesandgoals.Allofthesefactorsareroutinelyevaluatedandaligned
withtheprioritiesandgoalsofAngeloStateUniversity.

Thetactical/operationalaspectoftheplanningprocessensuresthattechnology
initiativesareplanned,selected,andmanagedataninstitutionallevelandare
sustainablefromafiscal,people,andprocessresourceperspectivetoensureongoing
deliveryofservices.

Toensureaneffectiveprocessfordeterminingandprioritizingusertechnologyneeds,
InformationTechnologyhasestablishedaProjectOfficethatfocusesontheplanning
anddeliveryofnewtechnologyinitiatives.Thisofficeworksundertheguidanceofthe
TechnologySteeringCommitteewhichprovidestheprioritization,directionand
resourcesfortechnologyinitiativesoncampus.

Wewillcontinuetodeployinformationtechnologiesthatprovidetangible,measurable
benefitsforAngeloStateUniversitystudents,facultyandstaff.Enhancednetwork
basedservices,webenabledsoftwaresystemsandexpandedinformationsecuritytools
arebeingdeployed.Newtechnologiesthatprovideseamless,integratedaccessto
informationservicesbothinandoutoftheclassroomwillremainahighpriority.As
outlinedinthisplan,AngeloStateUniversityiscommittedtoremaininga
technologicallyadvancedinstitutionsupportingourinstitutionalmissionandgoals.

Thisplanwillbeevaluatedandupdatedannually,allowingtheopportunitytoreview
andadjusttochangingconditions.AsAngeloStateUniversityevolves,itsneedsand
prioritieswillchange,andthisplanwillberevisedaccordinglytoreflectchangesto
prioritiesandgoals.

ASUInformationTechnologyStrategicPlan 4
VISION

Therateofchangeinourworldcontinuestogrowatanunprecedentedratewithakey
reasonbeingtheubiquitousproliferationoftechnologyinmanypartsofourcultureand
dailylives.Thisproliferationoftechnologyhasresultedinaninformationagethathas
allowedpeopletoconnectwithothersandhaveexperiencesthatwerepreviously
consideredunfeasibleorimpossible.Institutionsofhigherlearningarefactoringinthis
newworldintotheirownlearningenvironmentsanddailyoperationstoensurethat
studentsarepreparedtoentertheworkforcetocontributetosocietyandmakethe
worldabetterplace.

ThevisionforInformationTechnologyatAngeloStateUniversityisanenvironmentthat
integratestechnologyintothefabricoftheinstitutionandprovidesalloftheuniversity
constituentswiththeinformation,tools,andservicestheyneed,whenandwherethey
needthem,toaccomplishtheirgoals.

Theinformationageismotivatinginstitutionstoprovidestudents,faculty,andstaff
accesstovastamountsofnetworkedinformationwithintegrated,meaningfulviewsto
helpmakebetterdecisionsandfacilitatetheeverchangingenvironment.AtAngelo
StateUniversity,theimportanceoftechnologyinthelearningenvironmentand
businessoperationscontinuestogrow,butmustbemanagedtoensurethatthechoices
madearereflectiveofAngeloStateUniversitysmission,priorities,andlongtermgoals.

ASUInformationTechnologyStrategicPlan 5
MISSIONANDGUIDINGPRINCIPLES

ThemissionoftheInformationTechnologyTeamistoprovidereliable,secure,useful
andeasilyaccessibleinformationresourcesandrelatedservicesthatempowerour
students,facultyandstaffbyfocusingoncustomerneedsandinnovative,coordinated
andcosteffectiveservicedelivery.

Tosupportthismission,theInformationTechnologyTeamutilizesthefollowingsetof
guidingprinciplesinservicedelivery,decisionmaking,andstrategic/tacticalplans.
Theseguidingprinciplesactasacompasstotheteamintheoverallapproachfor
deliveringservicesandbestvaluetotheinstitution.

CustomerFocusedFocusoncustomerserviceaboveallotherpriorities.Utilize
customerfeedbacktodevelopstrategicdirectionbasedinpartupondesirednew
servicesandfeedbackonimprovingexistingservices.

Accessible/ReliableRequirereliabilityandaccessibilityfromcampusinformation
technologysystemsandservices.Thesevaluesrelyuponeachother;youcannot
jeopardizereliabilityforaccessibilityandviceversa.

InnovationPromotenewandimprovedwaystosolvetechnologyproblems
withoutsacrificingotherguidingprinciples.Thinkbeyondperceivedconstraints.

ValueImplementnewinformationservicesthatrepresentvaluetoourcustomers
ascomparedwithotherpeerinstitutions.Valuerequirescontainingcostswhile
optimizingusefulness.

ContinuousImprovementIncorporatemetricstomeasureperformanceandverify
effectivenessofinformationtechnology.Utilizemetricsalongwithcustomer
feedback,directorthroughsurveys,toidentifytrainingand/orresource
deficiencies.IncorporatethefeedbackintotheAngeloStateUniversityInstitutional
Effectivenessprocess.

ASUInformationTechnologyStrategicPlan 6
GOALS,OBJECTIVES,ANDSTRATEGIES

GOALS

ThefollowingInformationTechnologyGoalsalignandsupporttheAngeloState
UniversityStrategicPlan,theAcademicMasterPlan,CampusCentennialMasterPlan,
theTexasTechUniversitySystemLevelplansandinitiatives,aswellasStateLevelplans
definedbytheDepartmentofInformationResources.

GOAL1:(INTEGRATION&ACCESS )

InformationTechnologywillplananddeliverintegratedinformation
servicestoenablecustomerstoaccesstheinformationtheyneed,whenand
wheretheyneedit.

GOAL2:(SERVICEDELIVERY )

InformationTechnologywillmeetorexceedcustomerrequirementsfor
technologyservicedelivery .

GOAL3:(IMPROVE&STREAMLINE )

InformationTechnologywillleverageexisting,emerging,andinnovative
technologiestoenhance,improve,andstreamlinebusinessprocesses.

GOAL4:(PRIVACY&SECURITY)

InformationTechnologywillensuretheprivacy,integrity,reliabilityand
appropriateuseofinformationresources.

ASUInformationTechnologyStrategicPlan 7
OVERVIEWOFOBJECTIVESANDSTRATEGIES

Thefollowingsectiondescribestheobjectivesandintroducesthestrategiestosupport
AngeloStateUniversitysvision,missionandgoals.

Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

1.Providesimple,universal 1.1IntegratetheUniversitysreporting
accesstoinformationand toolintoRamPort.
servicesforallfaculty,staff,
andstudents. 1.2Providesoftwareandstorageresources
throughwebinterfaces.

1.3Planandimplementmoreselfservice
typeapplications.

1.4Developastrategyforthesupportof
themobilecomputingenvironment.

1.5Developastrategyforthedeliveryof
servicestomobilecomputingdevices.

2.ImplementVoIP 2.1 Developaplanforthesecure


technologytoimprovethe expansionofVoIPcampuswide.
deliveryofvoice
communicationsandreplace 2.2 Developafundingplanforthe

ASUInformationTechnologyStrategicPlan 8
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

theagingphonesystem. maintenanceofVoIPoncampus.

3.Researchandprovidemore 3.1Implementawebcontentmanagement
advancedwebtoolsforthe system.
universitytoenhancethe
Universityswebpresenceina 3.2Developplantoprovideaccesstoblogs,
waythatwillreachandattract wikisandothersocialresources.
morepotentialstudentsand
meetourcommunitys
3.3Enhancethesearchengineofthe
changingneeds.
Universityswebpresence.

4.Improvetheonline 4.1Completetheimplementationofthe
communicationsabilityfor communications&calendaringsuite
individualsandgroups (Exchange).
associatedwiththeuniversity.
4.2Implementsolutionsforonlinecomm.
withuniversityconstituents.

4.3Enhanceprocessesforcommunication
betweentheuniversityandthestudents.

5.Partnerwithacademicand 5.1Expandtheresourcesandservicesto
servicedepartmentsto supportthelearningenvironment.

ASUInformationTechnologyStrategicPlan 9
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

provideinstructional
5.2Evaluaterequirementsfor
technologyservicesthat
enchancementstotheBlackboardsystem.
enchancetheteachingand
learningenvironment.
5.3Developastrategytosupportandfund
therefreshofclassroomtechnology.

5.4Implementinteractivetechnologyto
enchanceteachingandlearning.

5.5Providetrainingforfaculty,staff,and
studentsontechnologyresources.

6.Expandandenhance 6.1Researchandimplementaplanto
technologysupporttoolsto supportstudentownedcomputers.
meetcustomerscurrent
needsandexpectations. 6.2Developaplantoimprovecustomer
supportefficiencythroughonlinetools.

6.3Identifymethodsandtoolstoresolve
customersissuesmorequickly.

6.4Researchandimplementasolutionfor
capturingimportantcampusevents.

ASUInformationTechnologyStrategicPlan 10
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

6.5Researchandimplementatechnology
toolforwebenabledmeetings.

7.Obtainfeedbackfromusers 7.1Provideopportunitiesforfeedbackon
onsatisfactionlevelsand satisfactionwithtechnologyserviecs.
desirednewservicesand
implementchanges 7.2Conductannualstudentsurveytooffer
accordingly. feedbackontechnologyservices.

7.3Evaluatefeedbackprovidedbysurveys
andmakenecessarychanges.

7.4Developmetricsandkeyperformance
indicatorsfortechnologyservicesdelivery.

8.Maintaincurrent 8.1Secureandprioritizefundingtoensure
technologyhardware, atechnologyrefreshplan.
softwareandnetwork
infrastructure. 8.2Implementsolutionstoimprove
efficienciesinthetechnologyinfrastructure.

9.Evaluatebusiness 9.1Identifyprocessesthatneedtechnology
processesandidentify resourcestomaximizeefficiencies.

ASUInformationTechnologyStrategicPlan 11
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

efficienciesthatcouldbe
9.2Analyzekeybusinessprocessesand
gainedbyleveragingtheuse
leveragenewtechnologiestostreamline
ofexistingoremerging
thoseprocesses.
technologies.

10.Implementacampuswide 10.1Developamethodicalapproachtofor
planning,selection,and standardsindefiningprojects.
trackingmethodologyfor
technologyinitiativesand 10.2Implementprojectandmanagement
managingtheproject tooltoprovideautomatedmechanismfor
portfolio. dashboards.

10.3Developmethodicalapproachutilizing
standardsfortheDIRProjects.

11.Leveragepartnership 11.1Participateandprovideleadership
relationshipstoidentify withpeerinstitutions.
emergingandmainstream
technologies. 11.2Participatewithstatelevelinitiatives
toimproveefficiencies.

12.Evaluateandmaintainthe 12.1Completeanannualanalysisof
existingsecurityprogramand informationresourcepolicies/procedures.

ASUInformationTechnologyStrategicPlan 12
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

servicestoalignwithbest
12.2Engageanexternalentitytoperform
practicesornew/pending
anannualvulnerabilitytest.
legislation.

12.3Implementautomatedrisk
managementsystemstotrack/document
risks.

13.Evaluateandimplement 13.1Evaluateandimplementadditional
securitytechnologiesto securitygatewaytechnology.
ensuretheprivacyand
integrityofinformation 13.2Evaluatedesktopsecuritytoolsto
resources. developadditionalsecuritylayers.

13.3Evaluatetoolsfordatagatheringfor
securityincidents.

13.4Implementanencryptionstrategyand
toolstoensuresecuretransferof
information.

14. Evaluateand 14.1Implementgeneratorpowerandfire


implementtechnologiesthat suppressioninASUdatacenter.

ASUInformationTechnologyStrategicPlan 13
Goal3:Improve&Streamline
Goal1:Integration&Access

Goal4:Privacy&Security
Thetablebelowsummarizestheobjectivesandstrategiesandhowtheymap

Goal2:ServiceDelivery
toeachoftheInformationTechnologyStrategicGoalswhichareshownat
right.EachoftheInformationTechnologyStrategicGoalsmustsupportthe
UniversityStrategicPlanningprocessesvision,missionandgoals,the
AcademicMasterPlanandTTUSSystemlevelplanninginitiatives.

Objectives Strategies Goals

ensureavailabilityof
14.2Evaluateandimplementaredundant
informationresources.
technologyinfrastructureandequipment.

15.Enhancesecurity 15.1Enhanceexistingsecuritywebsite.
awarenessprogramforthe
campus. 15.2Enhancesecurityawarenesssessions.

ASUInformationTechnologyStrategicPlan 14
DETAILSOFOBJECTIVESANDSTRATEGIES

Thefollowingsectionisadetaileddescriptionoftheobjectivesandstrategiesthat
wereoutlinedinthetableabove.Eachoftheobjectivesbelowsupportsoneormore
institutional,systemlevel,andstatelevelgoalsthatareoutlinedintheirrespective
planningdocuments.

OBJECTIVE1

Providesimple,universalaccesstoinformationandservicesforallfaculty,staff,and
students.

STRATEGY1.1

Provideaccesstoinformationintheuniversitysdatawarehousethrough
automatedreportsanddashboardsinRamPort.Providethefunctionalareas
accesstothedatawarehousetocreatereportsusingtheUniversitysreporting
tool.

STRATEGY1.2

Provideaccesstospecialized/limitedavailabilitysoftwareandaccesstonetwork
storageareasfromRamPortorotherwebinterfaces.

STRATEGY1.3

Planandimplementmoreselfservicetypeapplicationstoimproveefficiencies
anddeliverbetterservicestostudents,faculty,andstaff.

STRATEGY1.4

Developastrategyforthesupportofmobilecomputingdevices.Ensurethatthe
technologyinfrastructureaccommodatesapplicationsandservicesforthemobile
computingenvironment.

ASUInformationTechnologyStrategicPlan 15
STRATEGY1.5

Developastrategytodeliverappropriateuniversityinformation,applications
andservicestomobilecomputingdevices.

ThisobjectiveisfocusedonmakingRamPorttheunifiedapproachforelectronic
communicationandaccesstowebbasedtechnologyrelatedservicesforASU
customers.RamPortisthemechanismfortyingavarietyofsystemstogethertoallow
ourcustomerstoaccesstheinformationtheyneedwhentheyneedit.Thisobjective
andstrategyalsoemphasizestheimportancemobilecomputingdevicessuchassmart
phonesandthedevelopmentofsupportservicesforthesedevices.

OBJECTIVE2

ImplementVoiceoverIP(VoIP)technologytoimprovethedeliveryofvoice
communicationsoncampusandreplacetheagingphonesystem.Thiswillintegratethe
dataandvoicenetworks.

STRATEGY2.1

DevelopaplanforexpandingtheimplementationofVoIPcampuswideto
replacetheexistingphonesystemwhichisrapidlyapproachingendoflife.This
planalsomustaddresssecurityrelatedissuestoensuretheintegrityand
availabilityofthevoiceservices.

STRATEGY2.2

DevelopafundingplanfortheimplementationandsupportofVoIPtechnologies
oncampus.Thisfundingplanshouldincludethefundingnecessaryfor
replacementofvoicecommunicationsequipmentasequipmentbecomes
obsolete.

VoiceoverIPisthenextgenerationfordeliveringtelephoneservicetotheASUcampus
environment.Thistechnologyconsolidatesvoiceontotheexistingdatanetworkand

ASUInformationTechnologyStrategicPlan 16
givesthecampusmoreflexibilityandscalabilityforutilizingoncampusphoneservices.
VoiceoverIPhasbecomeacommonpracticeamongpeerinstitutionsacrossthestate.

OBJECTIVE3

Researchandprovidemoreadvancedwebtoolsfortheuniversitytoenhancethe
Universityswebpresenceinawaythatwillreachandattractmorepotentialstudents
andmeetourcommunityschangingneeds.

STRATEGY3.1

Implementawebcontentmanagementsystemtoprovidemoreefficientaccess
forcontentproviderstomaintaincurrentinformationanduptotheminute
resourcesthatourviewersdemand.

STRATEGY3.2

Developandimplementaplantoprovideaccesstointeractivewebresources
suchasblogs,wikis,iTunesandothersocialnetworkingresources.Ensurethat
theseresourcesareimplementedinacampuswidecoordinatedmanner.

STRATEGY3.3

Enhancethesearchengineoptimizationtoincreasethevisibilityofthe
Universityswebpresence.

Moreandmoreemphasisisbeingplacedontheroleoftheexternalwebsitefor
recruitmentandmarketingoftheuniversity.Inaddition,theinternalportal
environmentcalledRamPortisgrowinginpopularityonadailybasisforavarietyof
reasons.Expectationsofservicesthroughtheexternalwebsiteandtheportalcontinue
togrow,requiringdynamicmethodsforcollaborationandinteractivitywhichwill
improvetheoverallexperiencefortheASUcommunity.Withmoreemphasisonthese
services,webtoolsareneededtomakethispossibleandmaketheenvironmenteasyto
managebytheindividualdepartments.

ASUInformationTechnologyStrategicPlan 17
OBJECTIVE4

Improvetheonlinecommunicationsabilityforindividualsandgroupsassociatedwith
theuniversity.

STRATEGY4.1

Completetheimplementationofthecommunications,calendaringand
collaborationsuite(Exchange).Investigatefeaturesthatprovideintegration
withpersonalcommunicationsdevices.

STRATEGY4.2

Determinetheneedsandimplementsolutionsforonlinecommunicationswith
Universityalumni,prospectivestudents,admittedstudents,firstyearstudents,
andotheruniversityconstituents.

STRATEGY4.3

Determineandimplementprocessesandtechnologysolutionstoenhance
communicationofuniversityoffices/faculty/staffwithstudents.

OBJECTIVE5

Partnerwithacademicandservicedepartmentstoprovideinstructionaltechnology
servicesthatenhancetheteachingandlearningenvironment.

STRATEGY5.1

Expandthetechnologyresourcesandservicesneededtosupportthelearning
environment.InpartnershipwiththeCenterforInnovationinTeachingand
Research,identifytechnologyresourcesthatenhancetheteachingandlearning
experience.

ASUInformationTechnologyStrategicPlan 18
STRATEGY5.2

Evaluatetherequirementsforenhancementstothecurrentcoursemanagement
system(Blackboard).Researchandrecommendtechnologytoolsthatintegrate
withthecoursemanagementsystemandprovidefunctionalityrequestedbythe
academiccommunity.

STRATEGY5.3

Developastrategytosupportclassroomtechnologythatincludesafundingplan
torefreshexistingclassroomtechnology.

STRATEGY5.4

Researchandimplementinteractivetechnologythatenhancestheteachingand
learningenvironmentincludinginnovativetechnologiestodelivercourse
materials.

STRATEGY5.5

Continuetoprovidetrainingforfaculty,staffandstudentsregardingtechnology
resources.Implementafeedbackmechanismtoensurethetrainingofferedis
whatthecampuscommunitydesires.

OBJECTIVE6

Expandandenhancetechnologysupporttoolstomeetcustomerscurrentneedsand
expectations.

STRATEGY6.1

Research,developandimplementaplantoprovidesupportforstudentowned
personalcomputersandmobiledevices.

ASUInformationTechnologyStrategicPlan 19
STRATEGY6.2

Researchanddevelopaplantoprovidemoreefficientcustomersupportthrough
computertelephonyintegration,customerrelationshipmanagement
technology,anemailmanagementsystemand/oraqualitymonitoringsystem.

STRATEGY6.3

Identifymethodsandtoolstoresolvecustomersissuesmorequicklyand
increasefirstcallresolutionbyresearchinginteractiveremotewebsupport,
chatting,interactiveknowledgebases,andsoftwareassetmanagementtools.

STRATEGY6.4

Researchandimplementatechnologysolutionforcapturingimportantcampus
presentationsandeventsforvideoandwebbroadcasting.

STRATEGY6.5

Researchandimplementatechnologytoolthatfacilitateswebenabledmeetings
ortrainings.

OBJECTIVE7

Obtainfeedbackfromusersonsatisfactionlevelsanddesirednewservicesand
implementchangesaccordingly.

STRATEGY7.1

Provideopportunitiesforfaculty,staffandadministratorstoprovidefeedback
regardingsatisfactionwiththequalityofexistingtechnologyservicesand
suggestnewlydesiredtechnologyservices.

ASUInformationTechnologyStrategicPlan 20
STRATEGY7.2

Conductanannualstudentsatisfactionsurveytoofferfeedbackontechnology
servicesprovidedtothestudentsandrankingsonpotentialtechnologyservices.

STRATEGY7.3

Evaluatefeedbackprovidedbythetechnologyservicessurveysandmake
necessarychangestooperationstoensurecontinuousimprovement.Determine
thefeasibilityofimplementingthetechnologyservicesthatweredesignatedas
highlydesirablebasedonfeedbackprovidedinthesurveyprocess.

STRATEGY7.4

Developmetricsandkeyperformanceindicatorsregardingtechnologyservices
delivery.Implementeffectivewaystocommunicatethesemetricsandkey
performanceindicatorswiththecampuscommunity.

OBJECTIVE8

Maintaincurrenttechnologyhardware,softwareandnetworkinfrastructurein
universityfacilities.Investigatetechnologysolutionsthatcouldimproveefficienciesin
thetechnologyinfrastructure.

STRATEGY8.1

Secureandprioritizefundingtoensurethetechnologyinfrastructureis
refreshedinatimelymanner.

STRATEGY8.2

Researchandimplementtechnologysolutionsthatprovideefficiencieswithin
thetechnologyinfrastructure.

ASUInformationTechnologyStrategicPlan 21
OBJECTIVE9

Evaluatebusinessprocessesandidentifyefficienciesthatcouldbegainedbyleveraging
theuseofexistingoremergingtechnologies.

STRATEGY9.1

Identifyprocessesthatneedtechnologyresourcestomaximizeefficiencies.
Providetechnicalsolutionstoallowtheadministrativeofficestocompletethese
tasks.

STRATEGY9.2

UtilizingBusinessProcessAnalysis,selectkeybusinessprocessesinthe
administrativeandacademicareastoleveragenewtechnologiestostreamline
andimprovethesepractices.

OBJECTIVE10

Implementacampuswideplanning,selection,andtrackingmethodologyfor
implementingtechnologyinitiativesandmanagingtheprojectportfolio.

STRATEGY10.1

Developamethodicalapproachutilizingnationalstandardsfordefiningproject
initiation,selection,andprioritizationtoaligntechnologyinitiativeswithASU
priorities.Thisapproachwillencompassthestandardizedplanningand
implementationoftechnologyrelatedprojectsacrosstheASUcampus.

STRATEGY10.2

Implementprojectandportfoliomanagementtooltoprovideanautomated
mechanismfordashboards(selectionandprioritization,projecthealth),
communication,tasktracking,resourcemanagementandmetrics.

ASUInformationTechnologyStrategicPlan 22
STRATEGY10.3

DevelopamethodicalapproachutilizingnationalstandardsandtheDIRProject
DeliveryFrameworkforplanningandtrackingtechnologyinitiativestoensure
theachievementofthegoalsandobjectiveswithintheplannedtimeframe,
scopeandbudget.Alignportfolio/projectmanagementapproachwiththatof
theTexasTechUniversitySystem.

Thedemandfromcampusfornewtypesoftechnologycontinuestogrowatan
unprecedentedratesuchthataformalprocessforselectingandprioritizinginitiatives
hasbecomecriticaltothestrategicplanningprocess.Thechallengewefaceisdeciding
whichtechnologyinitiativesprovidethebestvalueandalignwiththeinstitutional
prioritieswhentherearelimitedfinancialandpeopleresources.TheProjectOffice,in
conjunctionwiththeSteeringCommittee,defineanoverallmethodologyandhelp
establishtechnologyprioritiestoensurethatappropriatetechnologyinitiativesare
selectedwhilealigningfinancialandpeopleresourcesforimplementationandongoing
support.

OBJECTIVE11

Leverageanddeveloppartnershiprelationshipstoidentifyemergingandmainstream
technologiesaswellasimproveoverallefficiencieswithbulkpurchasesandprocesses.

STRATEGY11.1

Participateandprovideleadershipwithpeerinstitutionswithinthesystemand
beyondtoshareinformationaswellasidentifyandimplementopportunitiesfor
improvingefficiencies.

STRATEGY11.2

ParticipatewithstatelevelinitiativessponsoredbytheDepartmentof
InformationResourcestoimproveefficienciesandleverageresourceslikethe
TexasStateDataCenter.

ASUInformationTechnologyStrategicPlan 23
OBJECTIVE12

Evaluateandmaintaintheexistingsecurityprogramandservicestoalignwithbest
practicesornew/pendinglegislation.

STRATEGY12.1

Completeanannualdetailedanalysisofappropriateinformationresource
policiesandprocedurestoalignwithbestpracticepolicesatthenational
(NationalInstituteofStandardsandTechnology),state(Departmentof
InformationResources)andsystemlevel(TexasTechUniversitySystem).
IncorporateanychangesintotheUniversitysexistingpoliciesandprocedures.

STRATEGY12.2

Engageanexternalentitytoperformanannualvulnerabilitytestonboththe
externalandinternalnetwork.

STRATEGY12.3

Implementanautomatedriskmanagementsystemtotrackanddocumentrisks.
Utilizeriskanalysistocommunicatethreatstoexecutivesenablingthemtomake
informeddecisionsconcerningsecurity.

OBJECTIVE13

Evaluateandimplementsecuritytechnologiestoensuretheprivacyandintegrityof
informationresources.

STRATEGY13.1

Evaluateadditionalsecuritygatewaytechnologyandiffundingpermits,
implementthesetechnologiestofurtherprotectthecampusenvironment.

ASUInformationTechnologyStrategicPlan 24
STRATEGY13.2

Evaluatedesktopsecuritytoolssuchasdesktopfirewallsandintrusiondetection
systemstodevelopadditionalsecuritylayerscurrentlyavailableatthenetwork
leveltotheinternalnetworkatthedesktoplevel.

STRATEGY13.3

Evaluateforensicstools,logconsolidationandmanagementsystemsand
configurationauditorstoassistindatagatheringforsecurityincidents.

STRATEGY13.4

Implementanencryptionstrategyandtoolstoensurethesecurityandprivacyof
personalinformationoffaculty,staffandstudentsstoredortransmittedby
technologyresources.

OBJECTIVE14

Evaluateandimplementtechnologiesthatensuretheavailabilityofinformation
resources.

STRATEGY14.1

ImplementfiresuppressionandothersecurityenhancementsintheASUdata
centerhousedintheRassmanbuildingtosustainreliabletechnologyservicesin
theeventofadisruptiveevent.

STRATEGY14.2

Evaluateandimplementaredundanttechnologyinfrastructureandequipment
forhighavailabilityandcriticalservices.

ASUInformationTechnologyStrategicPlan 25
OBJECTIVE15

Enhancethesecurityawarenessprogramforthecampuscommunity.Provideformal
andinformalopportunitiesforsecurityawareness.

STRATEGY15.1

Enhancetheexistingsecuritywebsiteinformationtoexplainpotentialsecurity
threatsandbestpracticestopreventbreachesofsecurity.

STRATEGY15.2

Enhancesecurityawarenessprovidedtothecampuscommunitytoreinforce
bestpracticestoprotectagainstsecuritythreats.

Insummary,theInformationTechnologyTeamwillcontinuetoprovidereliable,secure,
easilyaccessibleinformationservicestoitsstudents,facultyandstaff.Thisplanis
designedtogrowandevolveasASUcontinueswithitsplanningprocess.The
InformationTechnologyStrategicplansupportstheinstitutionsoverallstrategic
planningprocess,visionandmissionaswellastheAcademicMasterPlan,Facilities
MasterPlanandotheruniversityandsystemplanningdocuments.

ASUInformationTechnologyStrategicPlan 26