Phase II - For www2

The ITTP Teams
In Phase II, several ITTP teams and committees were created to develop project plans to address
service needs, to create a client focused environment, fitting within financial constraints, and
allowing for future growth and change. Following are the ITTP team/committee titles:
• IT Culture, Values, and Symbols
• Client Relationship Management
• Server Resource Management
• Security Resource Management
• Enterprise Applications, Architecture, and Standards
• IT Funding Model
• Program Management Office and Portfolio Management
• Workstation Support
• Web Publishing
• Communication
• Organization Design
In addition, the ITTP Coordinating Committee was established to provide program leadership,
oversight, and integration of the work of the diverse teams and subcommittees. As well, the Change
Management Team was responsible for guiding the ITTP from an overall organizational change
management perspective, plus the ITTP Steering Committee gave advice, feedback and direction on
high level decisions to ITTP project managers. The committees further provide a forum for
investigating and resolving program issues and help to maintain a consistent vision of the new
service delivery model.
Also supporting the ITTP teams are the Envoys, a team of IT staff volunteers who are directly
involved on a daily basis, communicating with and soliciting feedback from campus clients and other
IT staff about current ITTP progress and issues.
In Phase II, ITTP partnered with Gartner, a consulting firm, to assess campus help desk, workstation
support, and server costs as well as potential savings from consolidation. UCSC’s current IT costs
were compared with Gartner's database considering organizations of comparable size and
complexity, as a benchmark and measurement tool toward making these services more efficient.
The results helped not only identify cost savings, but also better understand IT computing
environment and develop implementation plans to consolidate workstations and servers. Gartner
worked very closely with the ITTP teams Server Resource Management, Client Relationship
Management, Workstation Support and Funding. The results from the Gartner engagement are
published separately from this report.
Why Transform?
ITTP aims to create a new IT service delivery model that offers consistency and predictability in
client service levels within service categories, improved accountability and efficiency, better cost
management, improved risk management, and a dynamic, evolving organization.
The IT service delivery model will provide consistent and predictable client services by clarifying
levels and definitions of services and providing consistent problem tracking and resolution
mechanisms; client needs will be further satisfied by standardized services across campus.
Consolidation of IT services will provide accountability and leadership, promoting the IT
organization’s role as a crucial strategic partner in achieving campus priorities and goals while better
managing costs through centralized accounting procedures and elimination of redundant services
and equipment. Furthermore, consolidation will improve risk management by coordinating technical
support staff’s plans for and responses to security threats. Finally, and perhaps most importantly,
consolidation will improve human resource management.
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