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Service Strategy

The new Service Strategy unit provides the foundation of UIT service delivery by coordinating multiple integrated processes. These processes support the proactive management of the UIT service portfolio, aligning our community’s needs with our overall strategy. We take the lead on understanding and shaping the Stanford community’s demand for our services, work across University IT to align our service portfolio to meet this demand, promulgate service management tools and best practices, manage University IT’s portfolio of projects, and manage University IT’s resources.

Service Management and Business Relations

The role of the Service Management Office (SMO) is to facilitate the offering, provisioning, support, and continual improvement of technology services in alignment with the needs of the Stanford community. The SMO ensures that our services align with the overall University IT strategy and works with service owners across University IT to assure a seamless and high quality experience throughout the service lifecycle. Service Portfolio Management, a new process the SMO will lead, involves fully understanding and driving the improved health of UIT’s service catalog and its underlying components.

The Business Relationship Management team engages with our partners across campus to understand their needs and where they are going. Partnering with the CIO Office and the CIO Council to develop the Stanford Campus IT Plan is just one of the ways the BRM team does this. Recognizing that University IT currently has many approaches to engaging with the campus community to understand the demand for our services, moving into the future, the BRM team will coordinate and optimize these approaches.

Service Management Systems

As they’ve been doing for more than two years, this team will provide operational and technical support, consulting, and training for UIT's ServiceNow implementation. They’ll continue to collaborate with campus partners to gather business requirements for ServiceNow enhancements and generate targeted metrics and reports to support service and process improvement and business intelligence.

University IT PMO

The Administrative Systems PMO and the IT Services PMO will combine to create a single University IT PMO. In addition to managing the myriad of technology projects they’ve always managed, these two teams of highly effective project managers will drive toward an improved Project Portfolio Management process, enabling us to properly prioritize client and UIT project-related activities while optimizing human and financial resources, minimizing technical debt, and enabling other University priorities (for example, innovation with a purpose).

Through Service Portfolio Management and Project Portfolio Management we will provide the visibility and transparency necessary to view and understand the current and future states of UIT products and services.

Financial Services

UIT Financial Service Team will expand to include Vendor Management along with Finance and Revenue Operations. Together, these teams ensure we are outstanding stewards of the University’s resources.

The Vendor Management Team

This team develops and implements IT vendor management-related policies and best practices; assists engineering teams with technology market reviews, product and vendor research; negotiates contract pricing, business terms, and conditions; processes purchase requisitions and uploads approved invoices for payment; and manages ongoing vendor relationships.

The Finance Team

This team is responsible for all finance and accounting functions supporting University IT. This includes financial planning, budgeting, general accounting, financial reporting, financial analysis, rate setting/oversight, and ensuring compliance with generally accepted accounting principles (GAAP), higher education regulatory authorities and advisory organizations, and University management policies, procedures, and practices.

The Revenue Operations Team

This team partners and collaborates with service owners to deliver optimal revenue management and reporting solutions for all billable services provided by University IT. The team is responsible for ensuring all revenue transactions are processed and accounted for accurately. We also provide guidance and vision by building the system foundation and structure to enable our service owners and clients to efficiently request services, submit orders for provisioning and billing, and generate revenue and billing reports.