Higher Ed IT Maturity

Pulse Study

46% of study participants state that lack of resources tops the list of key challenges for 2016-2017.

With thousands of new users (students, faculty, and staff), devices (from mobile to desktop computers to gaming systems), and requests (from minor password requests to major project requests), managing resources in this environment can be daunting—and communicating the efforts to stakeholders is even more challenging.

There must be a systematic process and workflow in place in order to optimize resources. Also, to save precious resource time, non-value added tasks need to be identified. These include manual processing, ad-hoc reporting requests, gaps in hand-offs, and poorly defined workflows.

42% said that lack of process and control prohibits the institution from moving up the maturity model due to manual processing and workflow gaps.

Resource constraints and an inability to demonstrate the value of IT are the effect of not having a clearly defined process—especially one embedded in a technology platform with workflow and tracking. If this is not done, there is no way to know accurately where resource time is going and if you have the right talent on the team. Getting from Level 1 or 2 to Levels 3 and 4 can be achieved by addressing these issues.

55% can only satisfy 10% of requests through a
self-service portal.

Self-service portals with integrated service catalogs and a knowledge base can help with these two top challenges: 1) resource constraints and 2) an inability to demonstrate the value of IT. These types of advancements can transform not only how the IT organization operates internally but also how they interact with the broader campus community.