2025 Technology Strategic Plan
Last Reviewed and Updated: 12/1/25
Support
Fully unify ticketing with TDX
We are working in TeamDynamix (TDX), the unified ticketing system Technology Services is implementing for most of our tickets, but we have some ancillary groups like pipeline and other services that have not made the move. Once the workspace feature is implemented, we will move those groups over and be fully complete with this task.
Justification: TDX has been unified, pipeline@tamu.edu has been integrated and Nick and team are actively working tickets in the unified environment.
Implement SLA’s with TDX
We are working in TDX to build reporting to track our agreed upon SLA’s. Once those are complete, we will establish reporting to track progress in adhering to those limits and we strive to have 90% success rate by Q4 (tickets being handled within the SLA).
Justification: We have established our own internal metrics to track, Average initial response and Average time to respond and resolve and are tracking these metrics monthly. We have seen improvement across the board on these metrics. The university has also begun work on a campus wide set of metrics so ours may be changed to accommodate working with those.
Build Training Program for Part-time Employees (Student Workers)
We want to establish a training program for our Part-time employees (Student Workers) utilizing our monthly all hands meeting. Our part-time employees are here to get an education and by educating them on Technology topics furthers the university's mission. Our Full-Time employees will also benefit because they will be developing trainings and from personal experience the best way to really learn a topic is to train somebody else on it.
Justification: We have established a training program for our student workers around linkedin learnings when they are not working tickets or other tasks as assigned to them by our full-time staff. We also have conducted bi-monthly meetings to go over college specific issues and provide trainings.
Streamline Support Model for Ft. Worth
Work to establish a formalized support model for Ft. Worth, specifically around onsite needs as that location continues to be built out. We hope to have this fully implemented for the Fall 2025 school semester.
Justification: We have built a way to remotely connect to computers to provide support and are also working with Elizabeth Gnant for onsite issues as needed (has been rare to date).
Operations
Pipeline 2.0
Collaborate with Technology Services A&E group to Implement new pipeline powered by Deadline and Arch Platform utilizing cloud resources, they are working to have this running for the Spring 25 semester.
We have developed a Legacy Pipeline Decommission Plan and we want to have this fully executed to consider this task complete.
Justification: Pipeline has been successfully tested and rolled into production, is scoped to 100 computers but can be increased if needed. All existing infrastructure with the pipeline has been sent to surplus.
Perforce
Perforce is an industry standard version control product with unreal engine which will be useful in many of the products we are using. We are hoping to have this in beta testing during the spring semester and plan for a full rollout for fall 2025.
Justification: Faculty/Students are requesting other services like the NetApp storage, want to be able to fully integrate with SSO before socializing. This task was taking away from Audit preparation, which is a higher priority currently, so we intend to pick up once audit is complete.
Unification of Computer Management
We are undertaking a project to bring the separate management systems onto a single platform. This will create numerous efficiencies in assisting the IT staff in providing a consistent experience for all PVFA faculty/staff/students. This process will be tied in with the inventory cleanup described in more detail below.
Justification: We have moved most active computers onto our unified platforms. We have entered the phase of cleaning up the remaining assets most of which are seldom used or secondary computers.
Projects
Technology Audit Preparation
We have an audit schedule for FY26. To be as prepared as we can be we will need to formalize numerous processes and create documentation around the management of those processes and store everything in a document repository. To judge success of this we are working to get the top 10 most important processes from the audit team and will consider this complete once those are finished.
Justification: The preparation has been completed, and we are working through the audit process.
Inventory Cleanup
Inventory cleanup is already in progress; we want to have this mostly complete before we undergo a Technology Audit. We consider assets cleaned up once the following are in place:
- Information (location & serial number) in canopy is current
- Moved to unified management platforms (JAMF/SCCM)
- Logged as a device in Axonius and correct data flowing in
Justification: We have made very good progress and are at 77% complete. I expect this task will need to be extended into 2026.
Update Technology Refresh Plan for Classrooms
We have an existing technology refresh plan; however, we need to update it and build a process that flows though the Facilities Management Council. For example, establishing formalized timelines to guide the refresh plan, what technology should be made available in our classrooms and what software should be provided, etc.
Justification: We have completed the plan and rolled through the Facilities committee. However, we will need to rework this in 2026 to add our Research Park rooms.
Support VPI
The Virtual Production Institute will get off the ground this year and we will need to provide infrastructure and support to make this a success. There are no specific criteria that will ensure success but as the VPI stages in College Station and Ft. Worth come online we want to be there as a partner to help them wherever needed.
Justification: We are working closely with the newly hired staff to determine a management plan. This will very likely be via a User Managed Technology Plan, I will be creating a task to have this plan completed in 2026.