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Service Reviews: Transforming University Services

Faced with the challenges of improving performance and shrinking budgets the University of Alberta’s IST Business Transformation unit developed and implemented a new approach to reviewing services.    The Service Reviews/Redesigns Playbook progresses through 4 stages: Understand, Observe, Ideate, and Recommend. As a service, or business process, progresses through these stages, the service and process … Continue reading "Service Reviews: Transforming University Services"

June 29, 2020


The Analysis, Planning and Budget (APB) Trend Forecast

McGill’s unrestricted revenues and expenses total over $1.8 billion per year (combined), which means that unrestricted revenue or expense activity averages about $5M per day. The Analysis, Planning and Budget (APB) Trend Forecast was introduced in 2018/2019 to provide every Faculty, service, and administrative unit with a customized annual forecast for their area using their … Continue reading "The Analysis, Planning and Budget (APB) Trend Forecast"

June 29, 2020







Multi-Service Approach to Manage Complex Funding Projects – The Strategic Project Management Group

To manage complex research infrastructure projects effectively, institutions must have adequate structures and functions in place as well as sufficient and appropriate resources. The institution is also encouraged by funding agencies to adopt a risk-based approach for the management of its portfolio of projects. Before 2010, the University of Ottawa (uOttawa) managed its Canada Foundation … Continue reading "Multi-Service Approach to Manage Complex Funding Projects – The Strategic Project Management Group"

June 10, 2019


A chatbot to help students answer common IT questions any time, anywhere

  Eve is an artificial intelligence engine designed to answer IT-related questions over live chat. With Eve on the team, IST’s live chat is available 24/7 instead of just during defined hours, so students and staff can get IT help around the clock. Eve offers IST clients a shorter wait time and a quicker response … Continue reading "A chatbot to help students answer common IT questions any time, anywhere"

June 10, 2019



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