During the Spring 2010 semester a California State University campus experienced three major IT service interruptions. These interruptions prompted the IT leadership team to engage WTC to review how ITS manages and monitors the systems supporting IT services as well as the extent to which the systems have been designed and configured for high availability. Additionally, WTC was asked to evaluate how the University’s strategies and trends for managing IT services compared with other institutions.
WTC was able to identify key factors leading to the service interruptions. WTC made recommendations regarding emerging practices designed to control IT costs and at the same time, meet user expectations for service levels. These recommendations addressed a structured approach to managing user systems, centralized file storage, server co-location, and virtual server hosting services, establishing a sustainable rate structure, and assessing the split organizational structure for managing enterprise applications.
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