DASA Tech Re-Organization

DASA Technology Services has been implementing a full re-organization over the last several months. The final pieces will be put into place as of January 3, 2017. These changes come after extensive program review, changes emanating from the restructuring of Campus Life and DASA Business Administration, and a strategic decision to fully align technology operations with the ITIL IT Service Management framework.

Key changes include:

• Establishment of a Service Desk, which consolidates daily support operations under one umbrella
• Formalization of two key responsibilities for the 4 IT Managers (Collins, Eaker, Flowers, Miles)
  • Strategic Lead for unit support; each has a portfolio of DASA units
  • Functional Lead for various DASA Tech operational needs
• Shifting departmental assignments for both Strategic Leads and the Service Desk
• An overall change to the organizational structure
• Creation of a set of Service Standards — what we support, when we support it, how to get our attention after hours, and so on (in development, coming soon)
• Creation of a single help email address to streamline communications for end users and internal operations

Departments may see:

• New faces — you may have different members of the DASA Tech team supporting your area. We’ll be bringing everyone around soon for meet and greet!
• Some short-term increase in notifications from our ticketing system (ServiceNow) as we finalize changes in that system. As we continue to tighten up the “who supports what dept” list, we may re-assign tickets to different staff, which can trigger an email to you, the “caller” who needs help. Please know we’ll try to minimize that!
• Requests for more information regarding your office location and availability, as our team learns more about all the various locations

These changes were shared at the DASA Directors Meeting on September 28, 2016. Since that time, we have been meeting with each department to explain these changes in detail. We are confident that these changes will result improved response times and communication for daily operations, and much more strategic engagement with each department. Further shifts may come as the current changes are assessed, and we will continue to communicate those with everyone.

We have also been filing two vacant positions during this time, and there is a significant learning curve for everyone on the team as each person begins the process of understanding the nuances of the many departments we support in the division. Everyone’s patience while we get “DASA Tech 2.0” in place has been greatly appreciated. If you have any questions regarding this re-structuring, or its impact on your unit operations, please do not hesitate to contact your Strategic Lead, or the Director.