As part of its global expansion program, a leading liberal arts university was building a state-of-the-art campus to accommodate more than 6,000 students. The university approached Citihub Consulting to assist with the construction, commissioning and transfer of its IT operations. The new campus consisted of more than 35 buildings that provided student accommodation and learning facilities, ranging from scientific labs to film studios.
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The existing IT operations department was sized and organised to handle the temporary campus and to support 300 users. Planning the resourcing and organisation for the new campus, defining the service catalogue, and planning core processes represented a significant challenge
How Citihub Consulting Helped
Citihub’s consultants were embedded into the University’s IT Operations to review existing services, support and resourcing profiles across all the university’s campuses. A detailed service catalogue was prepared, underpinned by a service-modelling tool that allowed the CIO and his Operations Director to perform complex scenario analysis. This included the ability to measure the impact of differentiated service levels, the impact of changes in unit volumes, and fluctuations in support issues in terms of both head count and cost.
The Citihub team then designed a structure for the new operations team to deliver efficiently and minimise redundant processes and bureaucracy. High-level governance guidelines were developed, each team within the new organisation was appropriately sized and high-level resource profiles were produced. This organisational structure, along with the resource profiles, were later used by the university to plan its hiring and resourcing strategy.