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ITS Undergoes “Digital Transformation” to Improve Technology Efficiency on Campus


The Department of Information Technology Services (ITS) at the University of Tennessee Health Science Center is in the process of a digital transformation to make work on campus easier for faculty, students, and staff through the use of technology.

UTHSC TechConnect, a new IT service site, launched today as the replacement for the UTHSC Footprints ticketing system. On July 1, the ITS Help Desk relaunched as the Service Desk, the single point of contact between ITS and UTHSC technology users. The decision to implement these changes stemmed from ITS’ work to better align with ITIL, a popular information technology service management framework built on the principle that the department’s value is defined by the needs of those they serve.

“TechConnect enables us to provide IT products and services more efficiently, and it locates them all in one place where users can learn about and request them at any time,” said Vikki Massey, assistant vice chancellor for information technology and deputy chief information officer at UTHSC. “We look forward to working with the campus to enhance and improve the site as people’s needs evolve.”

The move to UTHSC TechConnect is just one way that ITS is driving digital transformation, which is present in many forms. These range from “helping users to digitize documents for easier and quicker storage and sharing to the implementation of voice over Internet Protocol (VOIP) so that your office phone goes where you go,” Massey said. “Additionally, we are enhancing our business productivity and storage systems and unifying our communications platform, all of which makes it easier to work efficiently and securely from anywhere. We also are implementing a new research support infrastructure, helping to implement and optimize our clinical systems, and updating our applications that support distance learning,” she said.

These adjustments will take time, but Massey believes they will play a critical role in enabling the university to meet its strategic goals. “Under the strong leadership of UTHSC Chief Information Officer Dan Harder, ITS has developed a multi-year plan that focuses on short-term projects and incremental progress,” she said. “Our dedicated and passionate team is doing a great job embracing these changes, knowing that they will pay huge dividends for the university, its members, other constituents, and our department.”

For more information on the changes occurring in ITS, please visit UTHSC TechConnect and the ITS Strategy Page.