Information Technology Services Annual Report 2013
Creating
Connections
Letter from the Office of the CIO

Technology takes many forms at Case Western Reserve University. It speeds the computation of data that builds tomorrow’s discoveries. It moves learning out of the classroom and into new spaces. Technology enables new platforms to help tell the stories of a great research university, and the contribution of its faculty and students. Technology advances the university’s strategic mission.

The purpose of Information Technology Services (ITS) runs deeper than just providing the university with technology and the expertise to support it; our purpose is to create connections and develop solutions using premier technology products and services.

During the 2012-2013 fiscal year, we joined faculty colleagues to re-imagine what it means to teach and learn in the 21st century by connecting learners in new ways. Active and collaborative learning spaces, renewed efforts at faculty liaison support, high-definition videoconferencing to support discovery and dissemination across town or around the world, Massive Open Online Courses (MOOCs) and new online graduate degree offerings are examples of new ways in which we connect learners and faculty.

ITS continues to advance operational excellence by ensuring our critical services were functional 99.95 percent of the time. New monitoring tools and processes allowed us to constantly review our operations. Together, our enhancements and daily partnerships across the university resulted in our highest customer satisfaction scores ever.

Each year we seek to strengthen our offering to the university community through careful alignment of our products and services to support the teaching, learning and research mission of the university, as well as its strategic plan.

I would also like to thank Lev Gonick for his vision, strategy and leadership as the CIO of Case Western Reserve University. Although he has moved on, he is not forgotten. We will continue with the legacy of innovation he established.

Thank you for taking the time to review our progress in this annual report. Creating connections matters to ITS, and our most important connection always will be the one we have with those whom we serve.

Mark D. Henderson
Interim Vice President, Information Technology Services
Chief Information Officer

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