Mission

To provide cost-effective, reliable technology in support of the Department's teaching, research, and administrative efforts. We do this through the following efforts:

• maintaining the network, servers, workstations, and personal computers (Macs and PCs) to work reliably in as cost-effective manner as possible,
• providing documentation and training so Departmental staff can make best use of our services,
• developing automated processes and metrics to attain and measure a high level of service, and
• researching and testing new technology with an eye to effective deployment in support of the Department's functions.

Operating Principles

• Metrics: measurement of services is crucial to determining service levels, client satisfaction, and network or server loads. Improvement requires knowing your starting point, and effective support requires knowing what "normal" is and what "abnormal" readings might mean.
• The nature of the job, rather than the stature of the client, determines priority. The more people affected, the higher the priority.
• Common or repetitive tasks should be automated, to free staff to work on tasks requiring thinking.
• IT staff must have proper tools for their jobs, and the training to extend themselves to the next frontier of technology, so the Department may benefit from developing technologies.
• Cross-training: elimination of isolated knowledge (i.e., "hit-by-bus" syndrome) is essential for task load-balancing, personnel development, and timely service.
• While training takes time, it must have priority, lest we stagnate in our level of understanding and fail to deliver the latest proven technologies.