In light of consolidating its nine on-campus IT units, the University of California, San Diego (UCSD), one of the top 15 research universities in the world, needed to design a centralized system that caters to students, faculty, and staff across its six undergraduate colleges, five academic divisions, five graduate and professional schools, and nineteen research units.
UCSD was the 1st UC campus designed as a graduate and research institution.
Working with the Bluewolf Align™ team, UCSD’s Information Technology Services (ITS) established consensus on how to serve the different campus groups and academic departments with a common ticketing system, operational model, and consistent help desk function and field support.
By combining interactive executive workshops with customer interviews, ITS mapped the end-to-end experience of students, staff, and faculty across all three campus groups.
18 people from all nine original IT units participated in the workshop to gain a deeper understanding of operational processes and current-state user experiences.
With a clear understanding of student, faculty, and staff needs, ITS stakeholders created a unified vision for a future-state system with a list of prioritized initiatives.
These plans inform a multi-year roadmap for phasing in process changes and outline an operating model designed around user experience.