Our Vision

As We Look Forward…

Technology lowers barriers to productivity and collaboration.  It makes routine what once seemed insurmountable. It makes geographic location and devices irrelevant to learning, teaching, working, analysis and creativity. Technology is not complicated -- it is barely visible, and does not require great skill to navigate or manipulate.  Individuals are empowered to connect on-the-fly with others, to access vast resources of information, tools and services that enable creativity, research and innovation and allows for efficient production and sharing of one’s own content.  All the while, we continue to take great care in how we store and manage our institutional data, to respect confidentiality and privacy, and to ensure long-term preservation and appropriate accessibility.

Desired Outcomes

  • We establish trust with every department
  • We manage expectations well
  • We inform decision and planning processes
  • We facilitate innovation and efficiency
  • People seek-out ITS as a strategic partner
  • The organization clearly understands ITS’ values

Strategic Direction

We will focus on evolving from a technology “centric” organization to a technology service delivering strategic partner throughout the Middlebury enterprise. 

Instead of viewing IT as managing and operating technology, rather we seek to view IT as a set of services aligned to Middlebury’s needs with emphasis on outcomes from the perspective of our customers and partners.

Strategic Initiatives

1. Formalize and develop relationships with our customers and partners.  Provide technology consulting and analysis services.  Evaluate all technology related purchases for Middlebury’s best interests including integration, compliance, sustainability, security, scalability and minimized risk.

Objective:  Aligned objectives.  We clearly understand our customers’ and partners’ needs and objectives.  We set realistic goals.  We avoid misunderstandings and plan for the future together.

2. Operate in accordance with IT Service Management best practices (e.g. ITIL).

Objective:  ITS practices and processes are consistent, efficient, effective, mitigate risk, easy to understand and focused on successful outcomes.

3. Significantly expand the measurement of our service delivery.

Objective:  Establish objective metrics for quality, effectiveness, reliability, performance, usage, capacity, through the adoption of Key Performance Indicators (KPIs) for all facets of ITS services.

4. Clarify and simplify the requirements for consuming our services, with a significant focus on mobile computing.

Objective:  Our services are securely accessible from anywhere at any time using any computing device.

5. Seek to drive a change in culture, breaking down traditional barriers of internal “operation silos” – administrative systems, communication systems, academic applications, client/desktop systems -- towards cohesive and coordinated management consistent with the new age of a “customer centric” IT.

Objective:  A culture of collaboration is established that leverages technology to best meet Middlebury’s needs in a coordinated fashion.  ITS customers need not “navigate” ITS, nor be redirected from one service contact point to another, rather all within ITS take ownership and coordinate internally as necessary to ensure successful outcomes.

6. Establish that the engineering and delivery behind our services, as much as realistically possible, are “cloud like” (see definition below).  Services could be delivered via a public, private or hybrid cloud vendor or via our own private cloud environment, but all have the same essential characteristics of “cloud services.”

Objective:  We position Middlebury’s IT service delivery and supporting infrastructure well, that we are optimally poised to seize on technology opportunities, can respond quickly and adeptly to new institutional initiatives, mitigate risk and leverage technology as a strategic advantage for Middlebury.

"Cloud like" service characteristics:

  • On-demand Self-service
  • Broad Network Access (only requires standard & secure Internet Protocols)
  • Resource Pooling (efficient, cost effective)
  • Rapid Elasticity (quickly scalable)
  • Measured Service (usage, capacity, performance objectively quantified)
  • Highly Available (with disaster avoidance & recovery baked in)