Service Management

UIT Service Portfolio

Academic | Administrative | Core Services | Research

 

UIT Service Portfolio

 

Service Name

Business Owner

Description of Service

UHS?

ACADEMIC

 

Classroom Technologies Support (GP)

Jeffrey Morgan

Maintenance, support, and installation of technologies in general purpose classrooms. Equipment checkout for classroom instruction, training on classroom equipment, and assistance with designing multimedia classrooms.

No

 

Learning Management System (Blackboard Learn 9 / Vista 8)

Jeffrey Morgan

Operation of the Learning management systems for course delivery

Yes

 

Lecture Capture (MediaSite)

Jeffrey Morgan

Privisioning of capture services and internet streaming of classroom lectures

No

 

QuestionMark

Jeffrey Morgan

Administration of the QuestionMark application

No

 

Streaming Services (MediaSite, iTunesU, YouTube)

Jeffrey Morgan

Administration of technologies to support the distribution of streaming media

Yes

ADMINISTRATIVE

 

Business Intelligence ‐Dashboards

Various. E.g. Enrollment Management, SHRL.

Administration of BI technologies such as dashboards to facilitate decision making (e.g. enrollment management, SRLH)

No

 

Data Warehouse (Hyperion)

Various. E.g. Finance, Enrollment Management.

Administration of data warehouse technologies used for reporting and data analysis

Yes

 

Document Imaging

A&F

Administration of the enterprise document imaging solution for capturing and storing document images

Yes

 

Electronic Access Control System (BASIS)

Malcom Davis

Administration of the BASIS access control system used for electronic access to campus buildings.

No

 

Emergency Management System (PIER)

Malcom Davis

Administration of the emergency notification system to handle campus communications during emergency situations

Yes

 

Employee Self‐Service (PASS)

Joan Nelson

Administration of the self‐service enterprise PeopleSoft solution to access HR services

Yes

 

Facilities Management (FAMIS)

Emily Messa

Integrated workplace management system for space management and facilties maintenance

No

 

Faculty/Course Evaluation System

Patrick Daniel

Administration of the faculty/course evaluation system

No

 

Financial IS (PeopleSoft Finance)

Mike Glisson

Management of the enterprise financial solution PeopleSoft Finance for UHS/UH

Yes

 

Grants Management IS (PeopleSoft Grants Management)

Division of Research

Enterprise PeopleSoft application for research grants administration

No

 

Housing Management System and Self‐Services (myHousing)

Don Yackley

Housing management system for current and future residents for managing housing applications, room assignments, and checkins

No

 

Human Resources IS (PeopleSoft HR and Payroll)

Joan Nelson

Human Resource solution for time sheet management, performance management, compensation, and other personnel information

Yes

 

Intrusion/Panic Alarm Systems

Malcom Davis

Maintenance of intrusion alarm systems that detect physical access to monitored areas and and panic alarms

No

 

Learning System (SkillPort)

Joan Nelson

Administration of online portal for accessing 5,000+ professional development courses

Yes

 

One Card System (Cougar Card)

Emily Messa

Multi‐purpose university identification (ID) card used for services such as dining, convenience stores, building access, events, and printing.

No

 

Parking Management System

Emily Messa

Parking application to manage citations, fines, parking decals, and applications

No

 

Point‐of‐Sales Systems (Cribbage, Bb Transactor)

Emily Messa

Support to PoS systems for processing of payments, installed in multiple campus stores and locations

No

 

Portal Services (PeopleSoft UHS Portal)

Steve Soutullo

Portal services to access UHS/UH PeopleSoft applications

Yes

 

Student IS (PeopleSoft Campus Solutions)

Steve Soutullo

Enterprise student solutions: enrollment, admissions, financial aid, and student financials, including self‐service solutions

Yes

 

Surveillance Camera Systems

Malcom Davis

Installation and maintenance of technology infrastructure for surveillance cameras installed in multiple campus locations

No

 

University Advancement IS

University Advancement

Administration of enterprise UA information systems

No

 

Web Presence (UHS.edu/UH.edu)

University Advancement

Administration of the UHS/UH main web site

Yes

CORE SERVICES

 

Account and Access Management

Administration

Administration of computer accounts for UH faculty, staff, and students for the purpose of supporting instructional, research, and administrative activities. (PeopleSoft, CougarNet, Email alias, Blackboard, etc)

No

 

Answerpoint for UH Main Listed Number

Administration

Management of incoming calls to University main phone number 3‐1000, including response to inqueries as first point of contact and call routing.

No

 

Audio and Video Production

Administration

Creation of audio and video media used in research, instruction, documentation, and marketing/communications purposes.

No

 

Backup Services (IBM Tivoli ‐TSM)

Administration

Provision of data backup services for University servers, desktops, and laptops.

No

 

Call Center Systems (CISCO)

Administration

Administration of call center systems to manage call routing. Handles all incoming calls to University’s main number and live chat. Includes services such as phone operator, phone RSVP, and email.

No

 

Campus subscriptions to IT professional organizations (Educause, Gartner)

Administration

Membership to IT organizations Educause and Gartner to access IT research papers, industry benchmarks, and collaborate with industry peers

Yes

 

Client Management (LANDesk/SCCM)

Administration

Client management including centralized and remote administration of desktops/laptops/mobile devices for image installations, application upgrades, security patches, and remote assistance.

No

 

Collaboration Services (SharePoint)

Administration

Application administration, training, and support of MS SharePoint for the purpose of supporting collaboration

No

 

College/Division Technology Reviews

Administration

The CTR program is a strategic service that  provides technology consulting and comprehensive assessment of IT services for the colleges and divisions with the purpose of creating reliable, secure, and cost-effective technology environments using industry best practices, latest technologies, and aligning the college/division IT services to the University/College strategic goals.

No

 

Computer Labs (Tech Commons, SHRL common areas)

Administration

Management of computing labs including desktops, laptops, printers and other peripherals

No

 

CRM solutions (Oracle RightNow)

 

Administration of customer relationship management tools (faq, chat, and email distribution)

No

 

DHCP Services (IP Addresses)

Administration

Allocation of IP addresses for University resources, servers and printers

No

 

Digital Signage

Administration

Administration of the centralized application that controls campus electronic displays, and support of electronic displays installed in UIT‐managed areas.

No

 

Directory Services (LDAP/Active Directory)

Administration

Administration of domain services and hierarchical directory of organizational resources such as users, computers, printers, and sites.

Yes

 

Email (Exchange)

Administration

Administration and service support of the campus email services

No

 

Fax Services (Digital and Analog)

Administration

Administration and support of digital and analog fax services available to administrative units

No

 

File Shares

Administration

Management of file shares for multiple departmental units. Provides space and access to university files shares and CougarNet space for shared services to physically store your profile and files.

Yes

 

Hosted Services

Administration

Server administration of virtual server infrastructure located in the computing center and managed by UIT. ​Provides Information Technology and selected entities with virtual servers for support of applications. This is a limited service: pre-funded for small applications that use smaller amounts of resources (virtual machine or storage). All application-based services are on Virtual Memory Systems (unless they can't be because of the type of software).

No

 

Incident Management: Intrusion Detection, Monitoring, Spam/Virus, Forensics, Response & Reporting

Administration

Monitoring services of the campus network and system alerts for possible intrusions, identify incidents, provide incident investigation and documentation.

No

 

IT Support/HelpDesk

Administration

Provision of help desk support of UIT services by telephone, chat, walk‐ins, email, and faqs

No

 

Laptop Check‐out

Administration

Provision of laptop loan services for students during the academic semesters

No

 

Marketing and Communication Email Distribution (RightNow/Listserv)

Administration

Administration of technologies in support to bulk email communications, including LISTSERV for instructional and administrative purposes and RightNow for marketing/communications purposes.

No

 

Mobile Devices (Blackberry Enterprise Services)

Administration

Administration of Blackberry mobile server infrastructure and user support

No

 

Network Connectivity (Internet, Internet2, Intranet)

Administration

Management and administration of network services including Internet, Internet2, and Intranet

Yes

 

Portal Services (AccessUH)

Administration

Administration and development of the University single sign‐on portal used for accessing multiple campus IT applications

No

 

Printing Services (Uniprint)

Administration

Administration of centralized printing solution and support of print kiosks in computing labs and high‐density areas

No

 

Secure Authentication
(2 Factor Authentication)

Administration

Provision of 2 Factor Authentication for secure access to systems in restricted network environments (PCI, HIPAA, etc.) and for identified enterprise‐level service administrators.

Yes

 

Secure Socket Layer Certificates

Administration

Administration and monitoring of SSL certificates for campus servers and domains.

Yes

 

Security Awareness Communications and Training

Administration

Provision of information security awareness communications, training, and presentations, including the delivery of mandatory campus employee security awareness training. Development of custom awareness workshops tailored to the specific needs of a college, division or department

Yes

 

Security Risk and Compliance Assessments

Administration

Security assessments of data and IT assets to identify security risks and offer mitigation strategies for reducing or eliminating the risk.

Yes

 

Service Management Solutions (Remedy and CAM)

Administration

Administration of central service management system and distribution of licensing to colleges and divisions

No

 

Software

Administration

Management of campus‐wide site licenses and license distribution and download

Yes

 

Technology Training

Administration

Provision of scheduled and on‐demand training (SharePoint, CMS, Lync, etc) for technology products

No

 

Telephone Services (Long Distance)

Administration

Administration of long‐distance (international and national) telephone services available on campus by using authorization codes

No

 

Telephone Services
(Rolm Switching System)

Administration

Administration of legacy telephone system (currently being replaced with Lync)

No

 

Telephone Services (VoIP ‐Cisco)

Administration

Administration of voice‐over‐IP telephone services (currently being replaced with Lync)

No

 

Television (CougarVision Network ‐Broadband CATV/IPTV)

Administration

Acquisition and distribution of television channels on campus. Technology administration of IPTV and CATV services to provide video programming (national, local, and KUHT) over the University's data network.

No

 

Training System (CSATS)

Administration

Computer security awareness training for students

No

 

Unified Communications (Lync)

Administration

Administration and deployment of unified communications (telephony, voicemail, IM, video conferencing, desktop collaboration)

No

 

Video Conferencing (Administrative Conference Rooms)

 

Scheduling and maintenance of video conferencing facilities for use by the community in designated conference rooms

No

 

Video Conferencing (Compressed Video Network)

Administration

Maintenance of centralized video conferencing infrastructure (MCU) to provide distance education through interactive video

Yes

 

Virtual Private Network (VPN)

Administration

Authenticated and secure remote (off­campus) access to campus computing resources

Yes

 

Voicemail (Avaya)

Administration

Administration of voicemail services available in all University‐provided telephone systems

No

 

Web Content Management System (Hanon Hill)

Administration

Administration of the University solution for web content management

No

 

Web Publishing/Design

Administration

Professional services for Web publishing, Web and mobile application design and development.

No

 

Wi‐Fi (CougarWiFi/UHGuest/Ed uroam)

Administration

Administration, management, installation, and support of campus Wi‐Fi services. CougarWiFi (authenticated ‐faculty/staff/students), UHGuest (open ‐guests), Eduroam (authenticated ‐UHS, HigherEd participants)

Yes

 

Wired Campus Network (access ‐data jacks)

Administration

Installation and maintenance of the wired network infrastructure providing network access to the community

No

 

Wired System Network

Administration

Installation and maintenance of the wired network infrastructure providing network interconnections across the UH System Universities.

Yes

RESEARCH

 

High Performance Computing (RCC)

Research

Management of high performance computing technologies for research purposes. Research system administration specializing in clusters as well as stand alone.

No

 

High Performance Research Networks (LEARN, RenoH)

Research

High bandwidth network for high performance computing needs

Yes

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