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Operating Model

Our operating model highlights the crucial, interconnected functions necessary to enable the successful delivery of the Digital Campus strategic plan.  This includes:  

  • Clear approaches to governance, program oversight, and change management
  • Strong partnerships, effective decision making, and the necessary framework for ensuring the successful delivery of this transformational road map 
  • Streamlined service delivery, positive user experiences, and professional enrichment for IT staff to further support the university
  • Effective stewardship of the university’s investment in technologies through focused financial and vendor management of IT funds 
Image showing the operation model has six components: IT Governance, IT Finance, Program & Change Management, IT Workforce, Enterprise Architecture, and IT Service Management

Key Pillars

Our IT governance model provides a dynamic structure for decision-making around shared IT investments, standards, and priorities. This approach to governance will improve service coordination, increase effectiveness, promote transparency, and standardize functions, resulting in greater consistency and efficiency across the university.
An increased focus on finance allows for greater stewardship of IT funds and encourages more effective financial planning. Additionally, a streamlined view of IT procurement and vendor management supports strategic funding and promotes business agility.
Campus digital transformation requires an IT strategy with a clear technology and process structure. By prioritizing emerging holistic practices such as UX design and design thinking, IT can continue to develop intuitive, engaging experiences and services for the UCLA community.

A key feature of our operational model is the Enhanced IT Service Management (ITSM) platform, which includes a new service catalog and metrics to enable better customer experiences.

Offering clear oversight and accountability for enterprise IT-enabled projects, IT employs leading program and change management practices to support the university in an often-uncertain future. Partnerships with academic and administrative sponsors and stakeholders ensure collaborative decision-making and alignment with the university’s values and mission.

UCLA IT is committed to developing the talents and professional pathways of its staff. A comprehensive, function-oriented training program will provide IT staff with the skills necessary for their position and the changing tech environment, and an emphasis on hiring, performance management, and retention practices will support the university’s valuable IT team.