Texas Tech University.
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Strategic Plan

Mission Statement

Through collaboration and professionalism, IT Help Central provides the highest possible quality technical support and assistance to the University community.

Vision Statement

IT Help Central will be recognized as the first point of contact for IT customer services and support by leveraging teamwork, technology, expert knowledge, professionalism, and the commitment to excellence.

IT Help Central is committed to the values of

Goals, Critical Success Factors, and Objectives (including Strategies and Assessments)

Goal 1: Customer Service: Become an efficient and effective, single point of contact (“on-ramp”) for IT services and support for students, faculty, and staff.

Critical Success Factors (measures the degree of success over the next 5 years):

Objectives:

Objective 1.1: Provide excellent customer support services in an efficient and timely manner.

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Assessments:

Objective 1.2: IT Division-wide promotion of problem tracking system

Strategies:

Assessments:

Goal 2. Executive Support: Provide premier executive computing support.

Critical Success Factors (measures the degree of success over the next 5 years):

Objectives:

Objective 2.1: Increase executive awareness of support provided by IT Help Central.

Strategies:

Assessments:

Objective 2.2: Identify and maximize resources to investigate and implement new executive technological tools.

Strategies:

Assessments:

Goal 3. Knowledge Management: Provide support solutions and transfer of knowledge to the University computing community.

Critical Success Factors (measures the degree of success over the next 5 years):

Objectives:

Objective 3.1: Enhance customer level zero support to maximize current resources while still improving customer services.

Strategies:

Assessment:

Objective 3.2: Establish processes to empower IT Help Central employees to become more self-sufficient, productive, and customer-service oriented in the support of technology.

Strategies:

Assessment:

Objective 3.3: Increase quality, availability and use of IT Help Central and IT departmental training for other campus computing units.

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Goal 4. Quality Assessment: Provide quality assessment for IT Help Central services provided to the TTU community.

Critical Success Factors (measures the degree of success over the next 5 years):

Objectives:

Objective 4.1: Develop Quality Assessment processes that administration can use for gauging customer service level provided by IT Help Central.

Strategies:

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Objective 4.2: Provide accurate reports to administration and IT departments to ensure timely resolution of customer requests.

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Assessment:

Goal 5. Personnel: Recruit and retain high-caliber IT personnel.

Critical Success Factors (measures the degree of success over the next 5 years):

Objectives:

Objective 5.1: Recruit the best possible candidates.

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Objective 5.2: Retain quality employees.

Strategies:

Assessments: