The Annual Report of Information Technology Services 2016-2017 is now accessible on our website at http://www.its.hku.hk/about/annual-report.
Year 2016/17 for Information Technology Services (“ITS”) was full of challenges and fruitful achievements. As in the past, ITS continued its operations and provision of quality central IT services in broad areas supporting students and staff of the University in their academic and research studies, knowledge exchanges, and institutional administration. In addition, ITS adjusted its focus and started the effort for achieving central IT governance and service demand management maturities, as a strategy for enabling digital transformation and sustainable success of the University.
We are in a digital era in which use of the University’s central IT services have become interwoven into the daily work and life of our staff and student users. At the same time, they would expect the services to be improved and upgraded timely for matching their anticipated needs in pace with the IT advancements and innovations happening in leaps and bounds. In this regard, as summarized in Section 2 of this annual report, we continued the provision and support of the essential central IT services while we also took a new focus to ensure that our services and operations would be more “user centric”, characterized by having more user feedback and engagements, rather than predominately “facility or service centric” as in the past.
For gauging ITS’ success attainments in comparison with peers as well in successive periods, we started producing selected Key Performance Indicators (KPIs), initially covering the aspects of service availability, state of information security, user satisfaction and facility ageing. Aggregation of such information as a continuous process would allow the University to have clearer insight for reviewing the strategy and direction of central IT development, and regulating the resource deployments in service innovation and efficiency improvements. Section 3 of this report is a summary of the initial work on this subject that we will further develop next year.
In 2016, the University announced its vision for the next decade as Asia’s Global University. It has charted the institution’s development stage of a new mission and modernization so that HKU will continue to be among the best universities in the world. In alignment with the University’s new vision, ITS should reposition itself from the traditional role as an operational central IT service agent to the role of a professional IT organization that will contribute to the University’s digital transformation, becoming a more advanced, efficient and significant institution in the arena of global universities. Our early efforts and achievements in this direction are reported under the headings of “Major and Transformational Initiatives”, “New System Developments and Improvements”, and “Service and Quality Improvements”.
Year 2016/17 marked a challenging year for ITS and all of my colleagues in ITS. They faced tremendous pressures of constrained resource whilst embracing the changes introduced in different aspects of work practices, they did a great job in delivering good results and achievements as discussed in this report. I would like to thank all of them for their dedication and hard work throughout the year.
May I also take this opportunity to wish all colleagues and students a Merry Christmas and a Happy New Year.
P T Ho
Director of IT Services
Tel: 3549 5223