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Service Management

UIT Service Portfolio

Academic | Administrative | Core Services | Research | Download PDF

ID Service Name Description of Service Business Owner UIT Service Manager UHS?
1 Classroom Technologies Support (GPA) 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. Jeffrey Morgan Danny Truong No
2 Learning Management System (Blackboard Learn 9 / Vista 8) Operation of the Learning management systems for course delivery. Jeffrey Morgan Haseen Mazhar Yes
3 Lecture Capture (MediaSite) Provisioning of capture services and internet streaming of classroom lectures Jeffrey Morgan Diane Trippel No
4 QuestionMark Administration of the QuestionMark application Jeffrey Morgan Haseen Mazhar No
5 Streaming Services (MediaSite, iTunesU, YouTube) Administration of technologies to support the distribution of streaming media Jeffrey Morgan Diane Trippel Yes
6 Business Intelligence - Dashboards Administration of BI technologies such as dashboards to facilitate decision making (e.g. enrollment management, SRLH) Various. E.g. Enrollment Management, SHRL. Haseen Mazhar No
7 Change Management (Infrastructure/Software) Change Management Application for tracking/approval of core infrastructure and software configuration changes. In addition, providing a more comprehensive application for tracking / approval of enterprise application software changes. Mary Dickerson, ES Tech Managers Keith Martin Yes
8 College/Division Technology Reviews The CTR program is an 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. Administration Rita Barrantes No
9 Data Warehouse (Hyperion) Administration of data warehouse technologies used for reporting and data analysis Various. E.g. Finance, Enrollment Management. Haseen Mazhar Yes
10 Division of Research IT Services Div. of Research File Shares, Print Service, ePO McAffe, Identity Finder Service, User Request Tickets, and FileMaker Pro Billing / Invoices. Chris Milligan Eric Block No
11 Electronic Access Control System (BASIS) Administration of the BASIS access control system used for electronic access to campus buildings. Malcom Davis Haseen Mazhar No
12 Emergency Management System (PIER) Administration of the emergency notification system to handle campus communications during emergency situations Malcom Davis Diane Trippel Yes
13 Employee Self-Service (PASS) Administration of the self-service enterprise PeopleSoft solution to access HR services Joan Nelson Keith Martin Yes
14 Employee Training (TAP) Training Access Portal (TAP) for UHS employees Joan Nelson Haseen Mazhar  
15 Facilities Management (FAMIS) Integrated workplace management system for space management and facilities maintenance Emily Messa Haseen Mazhar No
16 Faculty/Course Evaluation System Administration of the faculty/course evaluation system Patrick Daniel Haseen Mazhar No
17 Financial IS (PeopleSoft Finance) Management of the enterprise financial solution PeopleSoft Finance for UHS/UH Mike Glisson Keith Martin Yes
18 Grants Management and Compliance IS (RD2K/RAMP) Enterprise application for research grants administration of proposals and awards, Compliance administration (COI, IRB, & IACUC) and Technology Transfer administration. Beverly Rymer, Kristine Rochford, Natalie Davis Keith Martin Yes
19 Grants Management IS (PeopleSoft Grants Management) Enterprise PeopleSoft application for research grants administration Beverly Rymer Keith Martin Yes
20 Housing Management System and Self-Services (myHousing) Housing management system for current and future residents for managing housing applications, room assignments, and check-ins Don Yackley Haseen Mazhar No
21 Human Resources IS (PeopleSoft HR and Payroll) Human Resource solution for time sheet management, performance management, compensation, and other personnel information Joan Nelson Keith Martin Yes
22 Intrusion/Panic Alarm Systems Maintenance of intrusion alarm systems that detect physical access to monitored areas and panic alarms Malcom Davis Nick Ackles No
23 Learning System (SkillPort) Administration of online portal for accessing 5,000+ professional development courses

NOTE: as of June 30, 2017, Skillport is no longer offered.
Joan Nelson Leroy Mays Yes
24 One Card System (Cougar Card) Multi-purpose university identification (ID) card used for services such as dining, convenience stores, building access, events, and printing. Emily Messa Haseen Mazhar No
25 Parking Management System Parking application to manage citations, fines, parking decals, and applications Emily Messa Haseen Mazhar No
26 Point-of-Sales Systems (Cribbage, Bb Transactor) Support to PoS systems for processing of payments, installed in multiple campus stores and locations Emily Messa Haseen Mazhar No
27 Portal Services (PeopleSoft UHS Portal) Portal services to access UHS/UH PeopleSoft applications Mara Affre Keith Martin Yes
28 Student IS (Enrollment Planning) Enterprise student systems; data analytics, financial aid award analysis Maureen Croft, UH Steve Webb No
29 Student IS (Enrollment) Enterprise student systems: recruiting, admissions, registration and records, financial aid, room scheduling, academic advising degree audit, ISS SEVIS, LCC, CSD, TAP advisors. Katina McGhee Steve Webb Yes
30 Student IS (Financials) Enterprise student systems; tuition and fee calculation, book loans, billing, accounts receivables, general ledger interface. Katina McGhee Steve Webb Yes
31 Student IS (Graduate Admissions) Enterprise student systems; graduate admissions processing and professional schools support Katina McGhee Steve Webb Yes
32 Student IS (Institutional Planning and Analysis) Enterprise student systems; institutional research, Coordinating Board reporting Katina McGhee Steve Webb Yes
33 Surveillance Camera Systems Installation and maintenance of technology infrastructure for surveillance cameras installed in multiple campus locations Malcom Davis Nick Ackles No
34 Time & Effort Reporting IS (Maximus ERS) Time & Effort Reporting application for Principal Investigators (PI's) to certify time and effort on Research Grant / Contract projects. Beverly Rymer Keith Martin No
35 UH Redline UH Redline is the official mobile app for UH. TSS develops new services and features based on feedback from UH students and partners with Student Services to deliver this app to the community.   Robert Birkline No
36 University Advancement IS Administration of enterprise Advancement information systems for prospect analysis, donor tracking, and gift processing. Steve Mueller Keith Martin No
37 Web Presence ( Administration of the UHS/UH main web site   Diane Trippel Yes
38 Account and Access Management 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) Administration Robert Birkline No
39 Answerpoint for UH Main Listed Number (University Call Center) Management of incoming calls to University main phone number 3-1000, including response to inquiries as first point of contact and call routing. Administration Leroy Mays No
40 Audio and Video Production Creation of audio and video media used in research, instruction, documentation, and marketing/communications purposes. Administration Phil Booth No
41 Backup Services (IBM Tivoli - TSM) Provision of data backup services for University servers, desktops, and laptops. Administration Eric Block No
42 Call Center Services (CISCO) Administration of call center services 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. Administration Leroy Mays No
43 Campus subscriptions to IT professional organizations (Educause, Gartner) Membership to IT organizations Educause and Gartner to access IT research papers, industry benchmarks, and collaborate with industry peers Administration Bill Spindler Yes
44 Client Management (SCCM) Client management including centralized and remote administration of desktops/laptops/mobile devices for image installations, application upgrades, security patches, and remote assistance. Administration Leroy Mays No
45 Collaboration Services (SharePoint, Office 365) Application administration, training, and support of MS SharePoint and Office 365 for the purpose of supporting collaboration Administration Diane Trippel No
46 Computer Labs (SHRL common areas) Management of computing labs including desktops, laptops, printers and other peripherals Administration Leroy Mays No
47 CRM Services (Oracle RightNow) Administration of customer relationship management tools (faq, chat, and email distribution) Administration Diane Trippel No
48 DHCP Services (IP Addresses) Allocation of IP addresses for University resources, servers and printers Administration Eric Block No
49 Digital Signage Administration of the centralized application that controls campus electronic displays, and support of electronic displays installed in UIT-managed areas. Administration Diane Trippel No
50 Directory Services (LDAP/Active Directory) Administration of domain services and hierarchical directory of organizational resources such as users, computers, printers, and sites. Administration Eric Block Yes
51 Document Imaging Administration of the enterprise document imaging solution for capturing and storing document images integrated with PeopleSoft ERP solutions Administration Keith Martin Yes
52 Email (Exchange) Administration and service support of the campus email services Administration Eric Block No
53 Fax Services (Digital and Analog) Administration and support of digital and analog fax services available to administrative units Administration Omar Farooq No
54 Federated Single Sign-On (Shibboleth) Federated Single Sign-On using Shibboleth Identity Provider (IdP) Service in conjunction with federation memberships e.g. InCommon and Texas Trust. Administration Keith Martin No
55 File Shares 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. Administration Eric Block Yes
56 Hosted Services 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). Administration Eric Block No
57 Incident Management: Intrusion Detection, Monitoring, Spam/Virus, Forensics, Response & Reporting Monitoring services of the campus network and system alerts for possible intrusions identify incidents, provide incident investigation and documentation. Administration Brian Walker No
58 IT Support/HelpDesk Provision of help desk support of UIT services by telephone, chat, walk-ins, email, and FAQs Administration Leroy Mays No
59 Laptop Check-out Provision of laptop loan services for students during the academic semesters Administration Leroy Mays No
60 Marketing and Communication Email Distribution (RightNow/Listserv) Administration of technologies in support to bulk email communications, including LISTSERV for instructional and administrative purposes and RightNow for marketing/communications purposes. Administration Diane Trippel No
61 Mobile Devices (Blackberry Enterprise Services) Administration of Blackberry mobile server infrastructure and user support Administration Omar Farooq No
62 Network Connectivity (Internet, Internet2, Intranet) Management and administration of network services including Internet, Internet2, and Intranet Administration Charles Chambers Yes
63 Portal Services (AccessUH) Administration and development of the University single sign-on portal used for accessing multiple campus IT applications Administration Robert Birkline No
64 Printing Services (Uniprint) Administration of centralized printing solution and support of print kiosks in computing labs and high-density areas Administration Leroy Mays No
65 Secure Authentication (2-Factor Authentication) Provision of 2 Factor Authentication for secure access to systems in restricted network environments (PCI, HIPAA, etc.) and for identified enterprise-level service administrators. Administration Debbie Samuels Yes
66 Secure Socket Layer Certificates Administration and monitoring of SSL certificates for campus servers and domains. Administration Brian Walker Yes
67 Security Awareness Communications and Training 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 Administration Jana Chvatal Yes
68 Security Risk and Compliance Assessments Security assessments of data and IT assets to identify security risks and offer mitigation strategies for reducing or eliminating the risk Administration Jana Chvatal Yes
69 Service Management Solutions (Remedy and CAM) Administration of central service management system and distribution of licensing to colleges and divisions Administration Diane Trippel No
70 Software Management of campus-wide site licenses and license distribution and download. Administration Leroy Mays Yes
71 Technology Training Provision of scheduled and on-demand training (SharePoint, CMS, Lync, etc) for technology products Administration Leroy Mays No
72 Telephone Services (Long Distance) Administration of long-distance (international and national) telephone services available on campus by using authorization codes Administration Omar Farooq No
73 Telephone Services (VoIP - Cisco) Administration of voice-over-IP telephone services (currently being replaced with Lync) Administration Omar Farooq No
74 IP Television (Philo) 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. Administration Nick Ackles No
75 Training System (CSATS) Computer security awareness training for students Administration Jana Chvatal No
76 Unified Communications (Lync) Administration and deployment of unified communications (telephony, voicemail, IM, video conferencing, desktop collaboration) Administration Omar Farooq No
77 Video Conferencing (Administrative Conference Rooms) Scheduling and maintenance of video conferencing facilities for use by the community in designated conference rooms Administration Danny Truong No
78 Video Conferencing (Vidyo) Administration of classroom video conferencing to provide distance education through interactive video Jeff Morgan Diane Trippel Yes
79 Virtual Private Network (VPN) Authenticated and secure remote (off-campus) access to campus computing resources Administration Charles Chambers Yes
80 Web Application Acceleration (NetScaler) Web Application Acceleration appliance fronting UHS web applications e.g. UH web site, UHS PS Campus Solutions, UHS PS Finance, UHS PS HR/Payroll, UH SharePoint, UH/UHV Blackboard and many other UH web services. Providing improved performance (response), SSL off-loading, load balancing, and caching. Administration Keith Martin Yes
81 Web Content Management System (Hannon Hill) Administration of the University solution for web content management Administration Diane Trippel No
82 Web Publishing/Design Professional services for Web publishing and design. Web and mobile application design and development. Administration Robert Birkline No
83 Wi-Fi (UHSecure, UHWireless, Eduroam) Administration, management, installation, and support of campus Wi-Fi services. UHSecure (authenticated - faculty/staff/students), UHWireless (open - guests), Eduroam (authenticated - UHS, HigherEd participants) Administration James Schexneider Yes
84 Wired Campus Network (access - data jacks) Installation and maintenance of the wired network infrastructure providing network access to the community Administration Omar Farooq No
85 Wired System Network Installation and maintenance of the core wired network infrastructure providing network interconnections across the UH System Universities. Administration Charles Chambers Yes
86 High Performance Computing (RCC) Management of high performance computing technologies for research purposes. Research system administration specializing in clusters as well as stand alone. CACDS- Barbara Chapman Keith Crabb No
87 High Performance Research Networks (LEARN, RenoH) High bandwidth network for high performance computing needs Deniz Gurkin Charles Chambers Yes
88 Science DMZ Networks Installation and maintenance of high performance network connectivity to research labs. Deniz Gurkin Charles Chambers No

UIT Service Manager:

UIT Director or Manager accountable for the service, and responsible for the technology, support, marketing, and communications.

Business Owner:

Person representing a University college/division/unit/entity responsible for defining the business needs of the service, the operational service levels needs, and for allocating financial and human resources to the provision of the service.