Strategic Plan, Elevate '28, Objectives and Goals

Strategic Priority: Student Success  

Objective 1: Enhance the digital learning environment and increase support for online education.

• Goal 1: Develop and maintain standardized support processes and knowledge resources to improve the quality, consistency, and effectiveness of technology support for online education by creating at least 10 SOP/KB by June 2028.
• Goal 2: Develop and maintain standardized operating procedures and support documentation for D2L Brightspace and related learning technologies to improve the consistency, quality, and effectiveness of ITS support for online education by creating at least 10 SOP/KB by June 2028.
• Goal 3: Increase the available number of devices (Laptop Program and Chromebook Pilot) by 20% per year over the next three years.

Objective 2: Integrate AI systems and services into student success efforts across the university.

• Goal 1: Increase the generative AI licensing use to employees by 15% per year.

Strategic Priority: Academic and Inclusive Excellence

Objective 1: Strengthen the quality, consistency, and maturity of ITS services through knowledge sharing, service management practices, and continuous improvement.

• Goal 1: Enhance end user support and technology proficiency by providing relevant training resources in 25% of Service Desk ticket responses by June 2028.
• Goal 2: Analyze structure and identify gaps for IT functions against the emerging service and software catalogue so that by June 2028, 70% of the services have been assigned a service owner and a defined support model.

Strategic Priority: Organizational Effectiveness  

Objective 1: Accelerate the digital transformation and modernization of business processes and systems.

• Goal 1: By June 2028, 100% (7) of the business-necessary applications on Lotus Notes will be replaced, decommissioned or transferred to another platform, enabling ITS to end the Lotus Notes license, archive the data and turn off the system. 
• Goal 2: Advance the level of IT services and support across ITS by adopting at least 3 discipline-appropriate maturity models to drive operational efficiency, reliability, and continuous improvement by June 2028.
• Goal 3: Publish, manage and maintain a service catalog listing all software and lifecycle review dates where at least 40% of the software is reviewed by ITS and division representatives where appropriate by June 2028.
• Goal 4: Create an intake process for all new software that aligns with our service catalog, institutional cost model and data goals by June 2028 so that 100% of the software has undergone full review.

Objective 2: Strengthen the IT cybersecurity posture and resilience against cyber threats.

• Goal 1: Following the National Institute of Standards and Technology (NIST) Cybersecurity Framework (2.0), achieve Tier 3 compliance by June 2028.

Objective 3: Increase faculty and staff productivity and effectiveness through the structured use of AI and workflow automation tools and services to automate administrative processes.

• Goal 1: Automate onboarding and offboarding processes using identity management, with 90% of account management actions automated by June 2028.
• Goal 2: Automate five high-impact service request workflows in ticketing system per year.

Strategic Priority: Raising our Public Profile  

Objective 1: Strengthen the Empire State University website to reflect SUNY Empire's role as the leading online public university.

• Goal 1: By June 2028, migrate or retire all university web content hosted on non-approved platforms, by moving content to approved platforms.