Joe Alcala


Joe has been with the University of Central Florida in UCF IT since September 2013. He earned his Master of Science in Management Information Systems from the University of Central Florida. Joe is responsible for IT Service Delivery from UCF IT and collaborates with the various university IT managers to foster and develop an enterprise IT environment supporting over 60,000 students and employees. Over the past two years his primary focus has been working with senior leadership, members of cohort 1 and 2 and the IT community to develop UCF IT from the ground up.  Other responsibilities include: - Overall development, support and maintenance of the service performance management process - Creates and maintains a catalogue of existing services offered by enterprise IT - Analyzes, reviews and measures service level performance against agreed upon service levels with the business and operating-level agreements with service providers (internal and external) - Works closely with the business and service providers to negotiate and agree on service level requirements of any proposed new services and changes to existing services - Works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels - Produces regular reports on service performance and achievement to stakeholders - Initiates any actions required to maintain or improve service levels Prior to working with the University of Central Florida, Joe worked in the time share industry, software development, and local government.

EDUCAUSE Presentations