New Integrated Services Model for ITS

Chief Information Officer and Vice Provost Peter M. Siegel recently announced key organizational changes that will move ITS into an integrated services model, allowing ITS to better support the university’s strategic plan and mission and ensuring users a customer-centered experience of all its services. Under this model, Siegel has combined infrastructure, knowledge services (help desk and related services), and enterprise and administrative systems into one team.

Russell Kaurloto, ITS’s new associate CIO for information technologies and support services, will lead this team. Kaurloto will be responsible for providing accountable, high-quality services to customers and partners―from technology to help desk. He will also engage in strategic new models for the management of services, developed jointly with schools and administrative groups, along with planning for new service models, including software as a service (SaaS), cloud services, and colocation in a collaborative environment.

Susan Metros continues to serve ITS as associate CIO for technology-enhanced learning (TEL) and associate vice provost for ITS. In her role, Metros leads three teams: educational technologies, which includes the Center for Scholarly Technology; learning environments; and web services. Metros’s teams support strategic initiatives to advance faculty use of new and emerging technologies, student multimedia literacy, and the university’s online learning partnerships and programs.

Siegel has also announced the launch of the ITS Liaison Program, a new customer-focused program designed to facilitate communication and collaboration between ITS and the schools and administrative divisions. ITS will assign a liaison to each school. The liaison will act as a single point of contact and a dedicated advocate for that school within ITS. Schools are encouraged to contact their liaisons when IT-related issues, questions, or potential opportunities for collaboration arise.

Siegel has also opened a search for a chief information security officer (CISO), who will be a member of the CIO leadership team. The CISO will play a key leadership role, working closely with senior administrators, academic leaders, and the campus community to implement an extended campus-wide information security program.