CCRFP-IT-SRC18 - IT Service Review

PURPOSE:
The purpose of this engagement is to review all services provided by IT and determine how they compare with the services that are expected by College stakeholders across the institution.  Any gaps will be identified, including services currently provided that may no longer be required, and a business case with be developed that includes cost/benefits by function.
To provide a proposal that incorporates the requirements outlined below.  The proposal should highlight the costs associated with delivering these requirements, along with an estimated duration of the engagement, including any assumptions that you incorporated in the estimate, and what you require from the College to complete this review.
OBJECTIVES
The overarching objectives of this project is to develop a business case to support the need for any changes in funding or resources so that IT is better positioned to meet its clients expectations.  The Consultant will leverage the information gathered through this engagement and compare it to industry data and then provide recommendations that will be presented to the College’s Executive for consideration.
 
SCOPE:

1. Review current IT services, processes, and governance

• All current services provided by IT, including but not limited to:
  • IT project management
  • IT Security
  • IT Infrastructure
  • Application development and support
  • Telecommunications
  • Audio Visual support
  • Mobile and desktop technology support
  • Helpdesk
  • Business Intelligence solutions
  • Academic technology
• OPEX and CAPEX budgets
• ITSM processes and tools in place and planned
• IT Governance in place
  • Project prioritization process
  • Terms of reference for IT-related governance committees
  • Organizational structure of IT
• Cloud Strategy
• College’s Enterprise Risk Management Program, including IT,’s Risk Register
• Student BYOD project that is being implemented
• Ensure that recommendations from this project are effectively aligned with it
• OCCCIO IT Environmental scan of Ontario Colleges

1. Assess IT services provided to and expected by College stakeholders and provide recommendations

• Gather data by:
  • Interviewing  IT staff and management
  • Interviewing all members of College’s Leadership Forum ( approx. 40 people)
  • Conducting focus groups of key super users of IT
  • Conducting Focus groups of faculty
  • Surveying students and determining trends as compared to previous years surveys and reviewing action plans from last few years that resulted from those surveys
• Review Gartner research on Higher Education
• Review current IT documentation and identify gaps
• Perform skills gap analysis
• Identify IT service gaps along with resources required to address those gaps
• Conduct and/or provide high level benchmarking in higher Ed IT