New IT governance
Metrics online
UW-IT is undertaking a major effort
to implement ITIL, a widely used IT
service best practices framework. This
will help UW-IT to be more efficient,
deliver better customer service, and align
with campus needs. Initially, UW-IT is
using ITIL to improve how services are
offered, requests fulfilled, and incidents
responded to and resolved.
A new information technology (IT)
governance process for the UW
launched this fall to provide advice and
guidance on IT strategies, priorities,
and services. The goal is to ensure
that decision making about critical IT
services and resources is comprehensive,
holistic, and includes the right level of
engagement across the UW.
To help ensure transparency and
accountability, UW-IT is reporting
performance in six key areas: services,
finances, support for strategic goals,
customer satisfaction, employee
satisfaction, and peer benchmarking.
UW-IT is sponsoring ITIL training
sessions for UW technical staff to provide
a common language and strengthen
collaboration.
Three boards guide IT decision making:
The IT Strategy Board on strategic
issues and long-range directions, the IT
Service Investment Board on priorities
and funding levels, and the IT Service
Management Board on optimal design,
delivery, and operation of IT services.
Annual service assessments will ensure
UW-IT services are aligned with customer,
financial, and strategic objectives.
More info
Improved service
ITIL
itsmfi.org/files/itSMF_
ITILV3_Intro_Overview.pdf
IT Governance
uw.edu/uwit/governance/
UW-IT FY 2012 Metrics
uw.edu/uwit/metrics/
UW-IT Service Catalog
uw.edu/uwit/services/
By the Numbers: What UW-IT Supported in FY 2012
10
1
petabytes
Data the UW exchanged over the Internet —
equals 133 years of HD video
petabyte
Capacity for scalable scientific computing
with Hyak and lolo
1.3
billion
Email messages processed —
almost two-thirds spam
28
million
CPU hours spent in scientific
calculation using Hyak
1.3
641
287
million
Business transactions processed
on peak days
thousand
Logins to computers in Odegaard
Undergraduate Library Learning Commons
283
217
128
30
21
3
thousand
Unique devices that used the
UW wireless network
thousand
People who used their
UW NetIDs
thousand
Reports run using the Enterprise
Data Warehouse
thousand
People in 24 countries (including USA)
who accessed UW's mobile apps
thousand per month
Requests/incidents managed through
the Technology Service Center
thousand per minute
Student course registration
transactions during peak times
thousand
Unique devices that used the
UW wired network
2012 ANNUAL REPORT
11
