ITSAC – Client & Application Support Subcommittee

Focus

The Client & Application Support Subcommittee is focused on acting as a steering committee for client and application support issues with a charge to:

  • Make policy and operational recommendations to the Information Technology Strategic Advisory Committee (ITSAC)and technical and technology recommendations to the Campus IT Directors (CITD) Committee.
  • Facilitate the highest quality “end-user experience” across a number of constituencies (e.g., faculty, staff, students, researchers, administrators, university partners) as efficiently as possible, balancing factors including (but not limited to) user interface, speed, security, maintainability and cost of infrastructure and sustainability.
  • Develop, recommend and evaluate policy, and oversee projects and directions for the development, support, management and maintenance of the “End-user Experience” as it exists in the NC State University information technology environment.
  • Create task forces or advisory groups to investigate and develop recommendations for university-wide initiatives within the client and applications support focus area, when appropriate or necessary.

View the operational pages for this subcommittee: TeamMeetings, Documents.

Scope

The Client & Application Support Subcommittee is charged with considering the following topics:

  • User Support.  Defined as those topics that impact directly on the day-to-day support of faculty, staff and students within the defined IT environment. One example of this area would be developing policy that describes appropriate levels of help desk support.
  • Service Delivery Processes.  Defined as those topics that describe how the front-line user support processes interface with the IT services provided.  One example would be developing policy that describes the interaction of user support tiers with the Automated Response System (currently Remedy) and how that ARS is implemented and upgraded.
  • Service Development/Lifecycle Processes.  This area incorporates topics that define how IT service needs are determined, developed and managed throughout their lifecycle.  An example here would be a task force to define the need for a set of mobile device services.
  • Ancillary Processes.  These are topics that may only indirectly affect the “user experience” but may potentially impact the ability of service providers to offer a quality service.  This area might also deal with topics that are regulatory in nature or that are designed to achieve economies of scale.  Examples include the Consolidated Purchasing Initiative and centralized software licensing.

Within the scope of each topic the committee will also determine whether that topic needs continuous oversight or can be governed by providing an initial set of guidance or processes with periodic review as necessary to keep guidance up-to-date and relevant.

Membership

The Client & Application Support Subcommittee is comprised of ex officio members and members-at-large representing both the providers and users of client and application support services, including:

Members-at-large

  • Office of Information Technology (OIT) – 1 member appointed by OIT leadership
  • Distance Education Learning Technology Applications (DELTA) – 1 member appointed by DELTA leadership
  • NCSU Libraries – 1 member appointed by NCSU Libraries leadership
  • Colleges – 3 members recruited by the Academic IT Directors Committee (AITD)
  • End Users – 5 members recruited from faculty, staff and students, with at least one staff member appointed by the Administrative Applications Steering Team.

To ensure a workable degree of overlap as members rotate on and off the committee, the terms of the initial 11 members-at-large will be split with 6 members serving two-year terms and 5 members serving one-year terms.

New members-at-large will serve two-year terms, with the term beginning on October 1 each year to facilitate the recruitment of student and faculty members.  

Ex Officio members

  • Assistant Director from OIT’s Technology Support Services unit
  • OIT Accessibility Coordinator
  • The chairs of this subcommittee’s working groups

All members, both members-at-large and ex officio members, are voting members of the committee.

All members recommended to serve on this committee will be approved by the VCIT.

This subcommittee has subgroups, whose membership is described in the Subgroups section.

Structure

Chair – This subcommittee will elect a chair who will be responsible for organizing and leading the committee and for representing the committee to the ITSAC and other committees as necessary and appropriate.

Chairelect – This subcommittee will elect a chair-elect who will be responsible for assisting the chair and will lead or represent the committee in the chair’s absence.  The chair-elect will succeed the chair at the end of the chair’s term.

Secretary – This subcommittee will also elect or otherwise choose a secretary who will be responsible for the administration of the committee to include ensuring that minutes of committee meetings are taken and published.

Officers of this subcommittee will serve a one-year term, beginning with the October meeting.

This subcommittee has subgroups, whose structure is described in the Subgroups section.

Administration

Meeting Frequency

The Client & Application Support Subcommittee will meet every two months.

Administrative Procedures

The Client & Applications Support Subcommittee will adhere to the Administrative Procedures for IT Governance, with these clarifications:

  • Meeting attendance by proxy members will be allowed
  • Voting by proxy members will be allowed

Subgroups

The Client & Application Support Subcommittee has seven working groups:

  1. Software Working Group (Existing)
  2. Active Directory Policy Working Group (Existing)
  3. Messaging Customer Advisory Team (To be reformulated)
  4. Managed Desktop Advisory Team (To be created)
  5. Technology Support Tools and Processes Advisory Team (to replace the REMEDY advisory group)
  6. Accessibility Working Group (Existing)
  7. MacTech and MacPolicy Working Group (Existing)

Membership

  • Subgroup membership will be recommended by the chartering group.  In cases where a subgroup already exists, that subgroup will follow its standard operating procedure.
  • Subgroup terms will vary according to the subgroup.  In cases where terms are to be limited, they should be specified in the group’s charter.
  • The subgroup will generally have a chair who will act according to the Administrative Procedures for IT Governance.
  • Additional officers may be selected as specified by the chartering group, or as recommended by the membership of the subgroup.

Structure

  • The subgroup will generally have a chair who will act according to the Administrative Procedures for IT Governance.
  • Additional officers may be selected as specified by the chartering group, or as recommended by the membership of the subgroup.