Information Technology Services (ITS) Services and Solutions (SaS) works to provide superior customer service and support to the Penn State community—enabling and empowering those we serve. In addition to offering services that support everything from infrastructure to teaching and learning, we collaborate with customers to help them reimagine their work and to provide solutions they cannot find elsewhere in support of their efforts in teaching, research, and service.
In January 2014, four former ITS subunits and departments—Consulting and Support Services, Digital Library Technologies, Emerging Technologies, and Training Services—were combined into a single subunit of ITS under the leadership of Senior Director Mairéad Martin. The subunit was tasked with redefining information technology (IT) customer service, support, and the delivery of services. Coming together, we created these, our mission, vision, and values, to do just that:
We work hard to make IT easy.
We put people first. We thrive in a happy, healthy workplace.
We keep our word. We are honest and true.
We act with purpose. We understand the meaning and direction of our work.
We serve mindfully. We act with deliberation and intention.
We learn and grow. We act, follow through, and deliver.
It is 2019 and…
Our customers see us as partners who understand their work. They come to us – not just to solve their problems but to collaborate and reimagine their work and to provide solutions they cannot ﬁnd elsewhere.
We develop policies and practices that drive our delivery of exceptional customer service and support. We adhere to customer service standards equal to the best in any sector.
We listen closely to our customers, providing what is needed in alignment with Penn State’s core mission and changing when necessary to the extent necessary.
We embrace continual learning and improvement, as individuals and as an organization. We recognize that our professional growth is an imperative in this process and do it for the sake of the customer.
We put our ideals of personal and professional growth into action. We all lead. We do so through example. We place a premium on initiative and follow-through. We hold ourselves and each other accountable.
We take risks. We share our success and failures. We do not tolerate complacency.
We celebrate family, health, and vitality, as well as personal and professional growth. We stand together for each other.
We model IT excellence nationally. Penn State leadership recognizes us as a factor in the recruitment of excellent students, faculty, and staff. We are recognized as some of the best in our ﬁelds.
We collaborate with IT across Penn State. As “One IT,” we all work together to deliver exceptional service.