The mission of Information Technology Shared Services (ITSS) provided by the Office of Information Technology (OIT) is to be a customer-focused organization that provides reliable, simplified, unified and innovative services that support and advance the teaching, research and service mission of the University.
Information Technology Shared Services will bring together the knowledge and expertise of IT personnel across campus. This will allow us all to work together towards enhanced service to the SMU Community through process efficiencies, collaboration and innovation.
The transition to shared services will not happen overnight! Although the reporting lines will change on August 17, the focus of all teams will be business as usual to support the start of the Fall semester. Once the semester is underway, we will begin working on several initiatives to continue to improve our service and support. Information about the transition will be shared on the IT Connect blog (blog.smu.edu/itconnect). We promise to keep you informed throughout this process.
Reports are produced regularly which includes various metrics from the Help Desk software capturing service levels, customer satisfaction, and overall trends.
October-December 2015 Click here to view (you will need to login to Box using your SMU Credentials)
January-March 2016 Click here to view
April-June 2016: Click here to view
July-September 2016: Click here to view
October 2016-December 2016: Click here to view
Spring 2017 Semester: click here to view
Frequently Asked Questions
The vision for the new SMU IT organization is to deliver consistent
service levels across campus and enable campus-wide support of academic
technology. Unifying IT staff in one structure enables best practice
sharing and scale efficiencies that benefit end users.
The CIO is responsible for meeting both SMU’s operational and
academic technology needs. Reporting to the President allows the CIO to
maintain a balance of operational and academic perspectives.
Call the IT Help Desk (8-HELP) or email them at email@example.com. They can ensure your questions are answered or routed to the appropriate place for resolution.
Contact the existing embedded support individual in your unit, or, call the IT Help Desk. The IT Help Desk can ensure your questions are answered or routed to the appropriate place for resolution.
Yes, the goal is for all requests for assistance to be placed through
the IT Help Desk so that they can be resolved quickly by that team or
routed to the appropriate support personnel for resolution.
Yes, continue to use the support staff you have always used for IT
assistance. As the IT organization is built, all staff embedded in
academic or administrative units will remain embedded in the same unit.
As functions in the organization are redesigned, individuals may change
responsibilities and/or physical location.
Yes, the goal is for IT staff to be embedded where they are most needed across SMU.
The IT design team created service level commitments which will be posted next week. Not all of these service levels can be expected immediately given the organization transition, but they will be met long-term.
Contact the IT Leadership Team. We have created a form for your convenience.
IT Governance Councils are intended to guide IT strategic priorities.
- The Academic Technology Council will include faculty representatives and guide academic technology investments and annual projects as well as provide input to the role of the Academic Technology Group.
- The IT Leadership Council will guide overall IT priorities, including administrative or common IT needs.
- Both groups will provide annual input to services and service levels needed.
IT Help DeskThere are several ways the new IT organization increases support for academic technologies.
- The Academic Technology Council is a new group of faculty and academic representatives that request and guide annual investments in academic technology. This allows investments to change as faculty needs change
- Academic Technology Group staff will be embedded in each school to assist faculty with finding and using unique technology solutions for their research and teaching. Not sure what you need? Talk to your embedded academic support staff and they will help you.
- There will be greater support for the High Performance Computing Center, increasing staff to help with both the coding and use of the HPC as well as maintenance of the computer cluster.
You can contact the IT Help Desk for assistance. Many areas also have a Digital Marketing Captains who can offer guidance on site redesign or structure.