The reThink Project will introduce standardized services and management processes to help the department better serve customers.
UAB IT will also implement ServiceNow, an industry-leading tool, to give customers one door into IT, through a customized online self-service portal where they can request services, report problems and search a knowledge base for answers to common issues.
“The reThink Project will transform the customer service experience with UAB IT,” said Curt Carver, UAB chief information officer and vice president for information technology.
Campus IT personnel in departments and schools across UAB will be invited to participate in the reThink Project.
UAB IT has chosen ServiceNow for its self-service portal for customers, but before IT employees can configure and implement the new tool, they are redesigning the department’s processes for responding to customer requests and incidents.
The focus is on providing end-to-end services to customers — and a cleaner service catalog that is easier for users to understand.
UAB IT will spend much of this year examining its processes for incident management, service request management and problem management, implementing those processes in the new tool, and testing the tool with IT users and functional users.
The go live date for the new self-service portal is expected in January 2016.
For more information about the reThink Project, visit our project page.
The strategic imperatives enhance Carver’s vision for UAB IT.
“My vision for UAB IT is a world-class IT organization that effectively balances cost efficiency, agility and innovation,” he said. “Our relationships with our customers, business partners and vendors are long-term relationships that allow us to move at the speed of trust. This vision does not depend on one person but instead on a dedicated team where everyone is an agent of innovation and aligned to support the University of Alabama at Birmingham.”
The department’s strategic imperatives include:
- Create a secure computing environment for all UAB members through appropriate policy, training and technology.
- Build an IT shared governance structure with particular focus on partnership with the Health System.
- Create a world-class IT organization so that if our customers could choose any provider, they would choose UAB IT.
- Generate business value though reduced costs, process innovation or revenue generation.
- Innovate UAB through partnerships with institutional business owners, with a focus on academic and research operations.
- Foster an institutional data-driven decision-making culture that allows UAB to make informed and optimal decisions.
- Enhance the community of information technology excellence for the economic, social and cultural benefit of Birmingham and beyond.
Systems affected by the outage include: the Electronic Leave Accrual System (eLAS), the web application in which monthly employees track time off; the faculty and staff Learning System (LMS); the state transparency system; and external access sponsorship.
UAB IT will update the Administrative Systems page when the systems become available.
The security of IT systems and information assets is dependent on the individuals managing as well as the individuals utilizing such resources. The University is committed to supporting the principles of academic freedom and the free exchange of ideas and the University's information security policies and programs are intended to support those principles while still maintaining an appropriate level of security.
The goals of this security program are to:
- Protect the University's IT systems and information assets from unauthorized access, alteration, disclosure or destruction.
- Ensure the reliability and availability of the University's IT systems and information assets.
- Ensure the privacy of faculty, staff and student information and that of other University customers or associates.
- Identify and prevent identity theft.
- Protect the reputation of the University and ensure compliance with federal and state laws and regulations.
- Establish resources and guidelines that allow all individuals within the University community to practice good data stewardship.
The components of this security program include:
- Policies – reviewed and approved through the Information Security Advisory Committee and the University-Wide Policy Development Process
- Standards, guidelines, and procedures which support and carry out the related Policies – reviewed and approved by the Information Security Advisory Committee
- Awareness & Communication – ensuring the policies and related standards, guidelines, and procedures are adequately shared and communicated to the University community.
Project core team
- Heather White, project sponsor
- Johanna Martin, functional manager
- Robert Robinson, project manager
- Cheryl Pledger, technical analyst
- Sherry Lockett, TBM analyst
- Wendy Murry, Apptio lead
- Paul Sheldon, Apptio analyst
- Josh Roberto, Apptio analyst
Project steering committee
- Dawn Bulgarella, UAB Medicine
- Amy Evans, College of Arts & Sciences
- Kim Fort, Provost finance
- LaKisha Mack, School of Medicine
- Stephanie Mullins, Financial Affairs
- Curt Carver, UAB IT
- Phillip Borden, UAB IT
- Bob Cloud, UAB IT
- Scott Sorenson, UAB IT
- Heather White, UAB IT
- David Yother, UAB IT
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May 2015 reThink Update
April 2015 reThink Update
March 2015 reThink Update
January 2015 reThink Update
December 2014 reThink Update
IT humorist and storyteller Kirk Weisler will be the keynote speaker, sharing his thoughts on how to become a "more better workplace." Weisler has more than 18 years of experience as a coach, public speaker, team builder and storyteller. He has been a part of several start-up companies, including one which created more than 1,000 jobs for IT professionals.
Interim CIO Jeff Neyland and other members of the UAB IT leadership team will also offer updates on several key IT initiatives.
To register for this event, click here.