v3.1, published 3/19/19
Strategy Statement: Develop and manage a suite of technical solutions to improve the delivery of services through Consistency, Consolidation, Automation, Integration, and Documentation.
Vision: Infrastructure Services to enable the efficient delivery of services to end users.
Technical Debt: Need to replace/improve solutions built on technology platforms that are no longer supportable.
Diverse technology platforms can complicate support and inhibit future development
Increasing security threat environment
Services are mission critical for UW Operations requiring
Defined, documented, and supported systems & technologies with a focus on systems that can provide enterprise-wide value.
Retire systems and services that have little or declining customer interest and/or are on platforms that are hard to support.
Establish Standard Supported Environments to minimize support costs. This includes consolidation onto a smaller set of language frameworks and technology stacks.
Improved fault tolerance and geographic resiliency.
Improved detection of spam and phishing messages to reduce end-user impacts and institutional risk.
Budget/resource constraints drive the need for standard platforms to reduce development and support costs.
Standardized and simplified monitoring of services to reduce the barrier to detailed monitoring of services, applications, and components, and improve incident detection, notification, and resolution.
Standardized Enterprise Platforms that meet broad Customer needs.
Standardized monitoring to simplify and deepen monitoring of services, applications, and components to ensure availability, consistency, and security.
Automatic detection and notification of incidents affecting IT services and applications.
Automatic detection and notification of issues before they adversely impact IT services and applications.
Demand from other UW-IT Services for Integration and Support Tools
Better integration and reporting across systems
Need for more automation and self-service tools to improve efficiency and reduce support cost
Need for a standardized billing capability for infrastructure services, particularly metered services, to ensure that we fully recover costs
Applications and tools that integrate across several problem areas providing improved:
Transparency on Service Cost
UW and UW-IT require alignment of activities to identified priorities
Measure and manage performance
Baseline metrics for Services to measure performance and accomplishments
Consistent Backlog Management Process
Standardized service management by reducing management overhead while improving transparency and strategic alignment.
Campus departments need assistance in improving their workflow through applications that are designed to assist their work processes.
|Small Web Application Development and Support|
Contributors: Eric Horst, James Morris, Scott Norton, Ben Roy, Joby Walker, Yael Tropen, Paul Lockaby, Mike Houlihan