External Review of Information Technology Services
University of Saskatchewan
Terms of Reference
As of March 29, 2010
Purpose
To review the service portfolio, service goals, successes, challenges, resources, metrics and working
relationships of Information Technology Services (ITS) at the University of Saskatchewan.
To advise on any changes that should be made to the service portfolio, service goals, resources,
metrics and working relationships of ITS to ensure that the unit supports and enables the mission and
goals of the University of Saskatchewan over the next decade.
Without limiting its overall mandate, the Review Team is asked to consider the following items and
advise on any desirable or necessary changes:
Service Alignment
Assess the alignment of ITS’ services and goals with those required to support and enable
the University’s aspirations and goals as expressed by the University’s Strategic
Directions and The Second Integrated Plan – Toward an Engaged University.
o Are there any services that ITS should discontinue in order to make resources
available for other services that would be better aligned with the University’s
aspirations and goals?
o Are there new services that ITS should provide and/or existing services that ITS
should enhance in order to better align its services with those required to support
and enable the University’s aspirations and goals?
Assess the alignment of ITS’ services and goals with client expectations and needs. Are
there any services that ITS should discontinue to better meet client expectations and needs?
Are there new services that ITS should provide and/or any existing services that ITS should
enhance to better meet client expectations and needs?
Assess the balance between the services provided by ITS (centrally) and the services
provided by colleges and administrative units. Is ITS providing services that should be
provided by colleges and administrative units? Are colleges and administrative units
providing services that should be provided by ITS?
Assess the services that ITS provides on a fee-for-service basis. Are there any services
currently provided on a fee-for-service basis that should be provided on base budget in
order to better serve the campus? Are there any services currently provided on base
budget that should be provided on fee-for-service basis?
Are there any impediments, relating to mandate or resources, that might limit ITS’ ability
to adequately support the University’s aspirations and goals as well as to meet client
expectations and needs?
Metrics and Performance
Assess ITS’ use of performance metrics to guide its programs and services and identify
areas for improvement. Does ITS have measures that critically assess its performance?
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Assess ITS’ use of best practices of its profession and identify any areas for
improvement.
Assess ITS’ use of resources (financial, human, facilities) and identify any ways to
improve efficiency and/or effectiveness.
Collaboration and Communication
Has ITS established the partnerships and culture of collaboration that are required to
ensure that it is working effectively across the organization? Suggest any areas for
improvements.
Does ITS consult effectively with the community regarding the IT needs of the campus as
a whole as well as the local needs of individual colleges and administrative units? Are
there any ways to improve consultation?
Consider how ITS communicates its services, initiatives, successes and challenges to the
campus community. Are there any ways to improve communication?
Leadership
Assess ITS’ capacity to provide leadership in regard to the University’s future needs for
centralized campus-wide IT services.
Assess ITS’ innovativeness in delivering services that support and enable the
University’s aspirations and goals given the resources available (financial, human,
facilities).
Assess ITS’ readiness to replace its leadership and key technical positions when retirements
occur (succession planning).
Organizational Structure and Governance
Is ITS’ organizational structure effective in delivering the IT services required by the
campus? What changes, if any, should be considered to improve the governance
structure?
Is the current ICT governance structure appropriate and effective in setting directions and
priorities for both ITS and the campus? What changes, if any, should be considered to
improve the governance structure?
Other
Are there any other issues that may affect ITS’ success, hamper the effectiveness,
efficiency and quality of its services, or reduce its performance? If so, provide
recommendations on how those issues could be addressed.
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