Service Management
UIT Service Portfolio
Academic | Administrative | Core Services | Research | Download PDF
| ID | Service Name | Description of Service | Business Owner | UIT Service Manager | UHS? | Additional Info |
|---|---|---|---|---|---|---|
| ACADEMIC | ||||||
| 1 | Classroom Technologies Support | Maintenance, incident support, and installation assistance for classroom technologies in general purpose classrooms. Portable equipment checkout, classroom technology training and assistance designing technology spaces. | Jeffrey Morgan | Jennifer Lazzaro | No |
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| 2 | Streaming Services - Academic (MediaSite) | Administration of technologies to support the distribution of streaming media for academic use. | Jeffrey Morgan | Matthew Castillo | No |
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| ADMINISTRATIVE | ||||||
| 3 | AI Chatbot | Provision of AI chat services for UHS units. | Administration (A&F) | Diane Trippel | Yes |
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| 4 | Annual Financial Reporting BI Service | Administration of Hyperion and data warehouse business intelligence technologies used to support the financial reporting office. | Lavonda Luckett/ Financial Reporting Office | Robert Li | Yes |
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| 5 | Audio and Video Production | Production of audio and video for events and to produce marketing videos for colleges and departments. | Administration (A&F) | Matthew Castillo | No |
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| 6 | Budget Planning Service (CoogPlan) | Administration of business intelligence and data warehouse technologies to support the UHS/UH planning and budgeting system. | Barbara Duarte/ Budget Office | Robert Li | Yes |
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| 7 | Business Process Optimization IS | Enhancing and customizing the PeopleSoft system to streamline financial operations and improve overall efficiency. | Jordan Scorsone |
Muhammad Soonasra |
Yes |
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| 8 | Campus subscriptions to IT professional organizations (Educause) | Membership to IT organizations like Educause to access IT research papers, industry benchmarks, and collaborate with industry peers. | Administration (A&F) |
Sonia Morales |
Yes |
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| 9 | Computer Labs (SHRL common areas) | Management of computing labs including desktops, laptops, printers and other peripherals. | SHRL | Kirven McKissic | No |
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| 10 | CRM Services (GetHelp/SendIt) |
Administration of customer relationship management tool (faq [gethelp knowledge base], chat [gethelp spark], and email distribution [SendIt]). | Administration (A&F) | Robert Birkline | No |
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| 11 | Dashboards and Data Analytics (Tableau BI) | Administration of BI technologies such as data extractor, dashboards to facilitate decision making (e.g., enrollment management, SHRL). | Various: Enrollment Management, Institutional Research, Finance, HR, IT | Robert Li | Yes |
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| 12 | Device Management (MS SCCM, Intune, Jamf) | Administration of client management including centralized and remote desktops/laptops/mobile devices for image installations, application upgrades, security patches, remote assistance, and enforcement of prohibited technologies. | Administration (A&F) | Andy Moon; Mark Norgan | No |
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| 13 | Administration of the centralized application that controls campus electronic displays, and support of electronic displays installed in UIT-managed areas. | Administration (A&F) | Mark Rosanes | No |
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| 14 | Electronic Access Control System (LENEL, AccessNSite) | Administration of the application/database servers and data integration for the LENEL and AccessNSite access control system used for electronic access to campus buildings. | David Oliver | Tuong Ho | No |
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| 15 | Email Protection (Proofpoint) | Administration of email flow to reduce malware, spam and abuse of email. | Administration (A&F) | Eric Mims | Yes |
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| 16 | Employee Self-Service (PASS) | Administration of the self-service enterprise PeopleSoft solution that provides employee access to UHS services, including HR services (Bio/Demo data, Benefits, Performance, etc.) and Payroll services (Compensation, Taxes, etc.). | Gaston Reinoso | Praveen Sudarsanam | Yes |
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| 17 | Employee Training (TAP) | Administration of the Training Access Portal (TAP) for UHS employees. | Gaston Reinoso | Fidel Ramirez | Yes |
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| 18 | Endpoint protection (CrowdStrike) | Administration of endpoint protection services restricting malware. | Administration (A&F) | Eric Mims | Yes |
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| 19 | Enterprise Application Security Assessments/Data Feed Review | Management of security assessments of enterprise systems and data feeds to identify security risks and offer mitigation strategies for reducing or eliminating risk. | Administration (A&F) | Anthony Scaturro | Yes |
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| 20 | Federated Single Sign-On (Shibboleth) | Administration of the federated Single Sign-On (SSO) using Shibboleth Identity Provider (IdP) Service in conjunction with federation memberships e.g., InCommon and Texas Trust. Providing UH Identity SSO to member services outside of the UH IT services environment. | Administration (A&F) | Keith Martin | No |
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| 21 | Financial Management Reporting BI service | Administration of Hyperion and data warehouse business intelligence technologies to facilitate UHS/UH financial management reporting and data analytics. | Barbara Duarte/ Budget Office | Robert Li | Yes |
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| 22 | Grants Management IS (PeopleSoft Grants Management) | Management and support of enterprise PeopleSoft application for research grants administration. | David Schultz | Muhammad Soonasra | Yes |
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| 23 | Hosted Services | Server administration of virtual server infrastructure (for supported versions of Microsoft Windows Server and Red Hat Enterprise Linux) located in the computing center and managed by UIT. Services provided to colleges and divisions through a Service Level Agreement. | Administration (A&F) | Shivi Pawa; Reggie Beavers | No |
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| 24 | Hosted Services Security Assessments | Assessments of hosted service security elements and recommended controls for protection of UHS data. | Administration (A&F) | Anthony Scaturro | Yes |
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| 25 | Housing Management System and Self-Services (RMS Mercury) | Administration of housing management system for current and future residents for managing housing applications, room assignments, and check-ins. | Don Yackley | Tuong Ho | Yes |
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| 26 | Human Resources IS (PeopleSoft HR and Payroll) | Administration of human resources solution for timesheet management, performance management, compensation, payroll, labor distribution, and other personnel information. | Gaston Reinoso | Praveen Sudarsanam | Yes |
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| 27 | Incident Management: Forensics, Response & Reporting | Management of security incident investigation and documentation. | Administration (A&F) | Eric Mims | Yes |
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| 28 | Intrusion/Duress Alarm Systems | Management of intrusion alarm systems that detect physical access to monitored areas and duress alarms. | Ceaser Moore | James Schexneider | No |
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| 29 | IT Facilities-as-a-Service (UIT Co-location Facility) | Provision of IT Facilities-as-a-Service (FaaS) for co-locating servers for colleges/divisions who want to operate their equipment in the secure, centrally managed UIT Co-location Facility. UIT provides the facility (building, security, power and network) while the servers are managed by the college/division. | Administration (A&F) | John Gillet | Yes |
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| 30 | IT Project Management | Project portfolio and project management of IT projects related to capital projects and network infrastructure projects. | Administration (A&F) | Rita Barrantes | No |
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| 31 | IT Service Assurance | Management of the IT Service Assurance program to provide annual IT service metrics to colleges and divisions. | Administration (A&F) | Rita Barrantes | Yes |
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| 32 | Legacy Student IS (LegacySIS) | Administration of UH/UHV legacy student data and transcripts. | Scott Sawyer | Tuong Ho | Yes |
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| 33 | Non-emergency Text Messaging and Automated Phone Calling (Twilio) | Assistance with setting up non-emergency text messaging and automated phone calling services for departments on campus using Twilio. | Administration (A&F) | Robert Birkline | No |
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| 34 | Parking Management System (T2) | Administration of parking application to manage citations, fines, parking decals, and applications. | Emily Messa | Tuong Ho | No |
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| 35 | Pay Television (CampusTV) | Acquisition and distribution of satellite television channels on campus. Technology administration of IPTV services to provide video programming over the University's data network on a cost-recovery basis. | Administration (A&F) | Matthew Castillo | No |
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| 36 | Point-of-Sales Systems (Agilysys, Grubhub Ultimate) | Administration of PoS systems for processing of payments, installed in multiple campus stores and locations. | Emily Messa | Tuong Ho | No |
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| 37 | Public Safety Radio Distributed Antenna System (DAS) | Management of technology infrastructure for specialized DAS service installed in multiple campus locations under the UH Police Department request. | Ceaser Moore | Charles Way | No |
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| 38 | Queuing and Appointment System (CougarQ) | Administration and development of virtual queueing and appointment system. | Emily Messa | Tuong Ho | No |
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| 39 |
Security Awareness Communications and Training |
Provision of information security awareness communications, training, and presentations, including the delivery of mandatory employee security awareness training. Development of custom awareness workshops tailored to the specific needs of a college, division or department. | Administration (A&F) | Jana Chvatal | Yes |
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| 40 | Security Camera Systems | Management of technology infrastructure for surveillance cameras installed in multiple campus locations. | Ceaser Moore | James Schexneider | No |
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| 41 | Security Operations Center | Daily monitoring and identification of incoming security threats to the university network. | Administration (A&F) | Eric Mims | Yes |
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| 42 | Security Risk and Compliance Assessments | Management of security risk assessments of data and IT assets to identify security risks and offer mitigation strategies for reducing or eliminating risk. | Administration (A&F) | Jana Chvatal | Yes |
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| 43 | Security Systems Design | Planning and design of physical security systems, access control, video surveillance, intrusion/duress alarm systems and emergency call stations. | UHPD | Charles Way | Yes |
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| 44 | Single Sign-On Integration (MS 365) | Administration and deployment of Single Sign-On (SSO) integration using Microsoft 365 (MS 365) as the SSO authentication source (Identity Provider). Departments/Colleges with appropriately configured and approved on-premise and/or cloud applications may request approval and implementation services for SSO integration to MS 365. | Administration (A&F) | Tuong Ho | No |
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| 45 | Software Distribution | Management of campus-wide site licenses and license distribution and download. | Administration (A&F) | Kirven McKissic | Yes |
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| 46 | Streaming Services - Administrative (Vimeo, YouTube, Facebook, Teams, Zoom) | Administration of technologies to support the distribution of streaming media for non-academic use. | Administration (A&F) | Matthew Castillo | No |
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| 47 | Student IS (Enrollment) | Administration of enterprise Student Information System (SIS): recruiting via Slate, admissions, records & enrollment, room scheduling, academic advising, degree audit, international student services, SIS security & ID management, campus community, student self-service and external integrations. | Katina McGhee | Khalid Bhatti | Yes |
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| 48 | Student IS (Financial Aid) | Administration of enterprise student systems: ISIR, Pell Grants, Direct Loan, FISAP, Work Study, and external integrations. | Katina McGhee | Leo Moreno | Yes |
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| 49 | Student IS (Graduate Admissions) | Administration of enterprise student systems: graduate admissions processing and professional and medical schools support. | Katina McGhee | Khalid Bhatti | Yes |
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| 50 | Student IS (Institutional Research and Effectiveness) | Administration of enterprise student systems: Institutional Research, Coordinating Board reporting. | Katina McGhee | Leo Moreno | Yes |
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| 51 | Student IS (Student Financials) | Administration of enterprise student systems: tuition and fee calculation, book loans, billing, accounts receivables, general ledger interface, and external integrations. | Katina McGhee | Leo Moreno | Yes |
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| 52 | Student Training/Title IX Training | Administration of student training portal for UHS students. | Rebecca Lake | Fidel Ramirez | Yes |
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| 53 | Technology Reviews (Campus/Colleges/Divisions) | Management of the Technology Review (TR) program that provides technology consulting and comprehensive assessment of IT services. | Administration (A&F) | Rita Barrantes | Yes |
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| 54 | Time & Effort Reporting IS (Maximus ERS) | Administration of Time & Effort reporting application for Principal Investigators (PIs) to certify time and effort on research grant / contract projects. | David Schultz | Muhammad Soonasra | No |
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| 55 | Unified Dashboard | Administration and development of the unified dashboard for various systems including AccessUH, A&F KPI, Finance, HR, LUG and UIT. | Administration (A&F) | Tuong Ho | Yes |
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| 56 | University Calendar (Modern Campus) | Administration of the comprehensive university-wide events calendar that is used for both web and mobile views. | UH Marketing | Robert Birkline | No |
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| 57 | Video Conferencing Design (Administrative Conference Rooms) | Design consultation of administrative video conferencing facilities for use by the community in designated areas. | Administration (A&F) | Kirven McKissic | No |
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| 58 | Vulnerability Scanning | Administration of vulnerability scanning for internal and external IP addresses and web applications to identify vulnerabilities that need to be mitigated. | Administration (A&F) | Eric Mims | Yes |
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| 59 | Web Publishing/Design | Provision of professional services for web publishing and design. Web and mobile application design and development. | Administration (A&F) | Robert Birkline | No |
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| CORE SERVICES | ||||||
| 60 | Account and Access Management (Remedy) | Administration of accounts for UH faculty, staff, and students for the purpose of supporting instructional, research, and administrative systems. (CougarNet and web accounts). | Administration (A&F) | Kimberly Moody | No |
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| 61 | 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 (A&F) | Kirven McKissic | No |
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| 62 | Backup Services (IBM Spectrum Protect) | Provision of data backup services for University servers with mission critical data. | Administration (A&F) | Reggie Beavers | No |
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| 63 | Administration of call center services to manage call routing in support of multiple University helpdesk services. | Various (e.g., Enrollment Services, UIT Customer Support, UH Contact Center, ISSSO, FIXIT, UH Parking). | John Kojak | No |
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| 64 | Collaboration Services (SharePoint, Office 365) | Administration of MS SharePoint and Office 365 for the purpose of supporting collaboration in all UH environments. | Administration (A&F) | Andy Moon | No |
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| 65 | Cougar Card System (Atrium) | Administration of multi-purpose university access card used for services such as dining, convenience stores, building access, events, and printing. | Emily Messa | Tuong Ho | No |
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| 66 | DHCP Services (IP Addresses) | Allocation of IP addresses for University resources, servers and printers. | Administration (A&F) | Charles Chambers | No |
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| 67 | Directory Services (LDAP/Active Directory) | Administration of domain services and hierarchical directory of organizational resources such as users, computers, printers, and sites. | Administration (A&F) | Shivi Pawa | Yes |
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| 68 | Domain Name Service (DNS) | Administration of registration and operations of Domain Name Service for the University's domains. These include "uh.edu", "uhs.edu", and "houston.edu". | Administration (A&F) | Charles Chambers | Yes |
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| 69 | Email (Exchange) | Administration and service support of the campus email services. | Administration (A&F) | Andy Moon | No |
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| 70 | Emergency Management System (Everbridge) | Administration of the emergency notification system to handle campus communications during emergency situations. | Ginger Walker | Mark Rosanes | Yes |
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| 71 | Emergency Telephony Services | Management of campus safety telephony services such as code blue (SIP), elevator lines (analog) and ring down phones (SIP). | Ceasar Moore | Charles Way | Yes |
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| 72 | Enterprise Process Document Imaging | Administration of the enterprise document imaging solution for capturing and storing documents integrated with PeopleSoft ERP solutions. | Administration (A&F) | Muhammad Soonasra | Yes |
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| 73 | Enterprise Systems Infrastructure | Management and support of physical and virtual server infrastructure located in the UH Data center, PGH, and Victoria that provides the UH private cloud. UH private cloud services available via SLA on a cost reimbursable basis. The UH private cloud is used to support all mission critical UHS/UH enterprise applications/services. | Various (e.g., Administration, Colleges, Divisions) | Howard Jares | Yes |
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| 74 | Facilities Management (AssetWorks) | Provision of data integration for the facilities management system. | David Oliver | Tuong Ho | No |
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| 75 | Fax Services (Digital and Analog) | Administration of digital and analog fax services available to administrative units. | Administration (A&F) | John Kojak | No |
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| 76 | 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 (A&F) | Shivi Pawa | No |
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| 77 | Financial IS (PeopleSoft Finance) | Administration of the enterprise financial solution PeopleSoft Finance for UHS/UH. | Usha Mathew | Mike Chang | Yes |
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| 78 | IT Support/HelpDesk | Provision of help desk support of UIT services by telephone, chat, walk-ins, email, text, and FAQs. | Administration (A&F) | Kirven McKissic | No |
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| 79 | Learning Management System (Canvas) | Consulting and oversight of the Learning Management System (LMS) for course delivery. | Jeffrey Morgan | Fidel Ramirez | Yes |
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| 80 | Marketing and Communication Email Distribution (SendIt) | Administration of technologies in support of bulk email communications for marketing/communications purposes. | Administration (A&F) | Mark Rosanes | No |
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| 81 | Mass Email (Listserv) | Provision of internal Listserv software for group email communications including emergency class email distribution. | Administration (A&F) | Robert Birkline | No |
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| 82 | Mobile Services (Modo) | Administration of Modo Campus App, a Content Management System, that provides a platform to create and publish content to the University mobile app, UH Go. | Lisa Holdeman (Modo) | Jody Gillit | No |
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| 83 | Monitoring Data Center and Networks | Monitoring of UH data centers and network infrastructure. | Administration (A&F) | V. Bull | Yes |
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| 84 | Multi-Factor Authentication Integration Service (Duo) | Provision of multi-factor authentication (MFA/2FA) integration and services for UH mission critical applications. Provides the user with the ability to enter a second factor authentication (e.g., Push to Phone/Approve, SMS PassCode, Hardware Token, WebAuthn) of something they have after entering something they know (username/password). | Administration (A&F) | Shivi Pawa | Yes |
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| 85 | Network Connectivity (Internet, Internet2, Intranet) | Management of network services including Internet, Internet2, and Intranet. | Administration (A&F) | Charles Chambers | Yes |
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| 86 | Portal Services (AccessUH) | Administration and development of the University single sign-on portal used for accessing multiple campus applications. | Administration (A&F) | Tuong Ho | No |
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| 87 | Portal Services (TAP) | Administration and development of a single sign-on portal used for accessing UHS applications for UHD, UHV and UHCL campuses. | Administration (A&F) | Tuong Ho | Yes |
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| 88 | Printing Services (UniPrint) | Administration of centralized printing solution and support of print kiosks in computing labs and high-density areas. | Administration (A&F) | Andy Moon | No |
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| 89 | Secure Socket Layer Certificates | Administration and monitoring of SSL certificates for campus servers and domains. | Administration (A&F) | Jana Chvatal | Yes |
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| 90 | Telephone Services (Long Distance) | Administration of long-distance access (national and international) using MS Teams. | Administration (A&F) | John Kojak | No |
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| 91 | Ticketing System (Crow Canyon) | Administration of the ticketing system for the University of Houston including IT and other colleges and divisions. | Administration (A&F) | Kimberly Moody | No |
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| 92 | Unified Communications ( MS Teams Telephony) | Administration and deployment of unified communications (telephony, voicemail, IM, video conferencing, desktop collaboration). | Administration (A&F) | John Kojak | No |
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| 93 | Video Conferencing (MS Teams, Zoom) | Support for classroom video conferencing to provide distance education through interactive video. | Jeff Morgan | Jennifer Lazzaro | Yes |
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| 94 | Virtual Private Network (VPN) | Management of authenticated and secure remote (off-campus) access to campus computing resources. | Administration (A&F) | Charles Chambers | Yes |
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| 95 | Web Content Management System (Modern Campus, Cascade CMS — TO BE RETIRED in July 2025) | Administration of the University solution for web content management. | UH Marketing | Robert Birkline | No |
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| 96 | Web Load Balancing (NetScaler) | Provision of load balancing and SSL off-loading for web services. | Administration (A&F) | Charles Chambers | Yes |
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| 97 | Web Presence (UHSystem.edu/UH.edu) | Administration of the UHS/UH main website. | UH Marketing | Robert Birkline | Yes |
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| 98 | Wi-Fi (UHSecure, UHGuest, Eduroam) | Administration, management, and support of campus Wi-Fi services. UHSecure (authenticated - faculty/staff/students), UHGuest (open - guests), Eduroam (authenticated - UHS, HigherEd participants). | Administration (A&F); Don Yackley (SHRL); Eve Esch (DSA) | Brandon Stratton | No |
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| 99 | Wired Campus Network (access network) | Management of the wired network infrastructure providing access network to the community. | Administration (A&F) | James Schexneider | No |
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| 100 | Wired Campus Network (core and distribution network) | Management of the wired network infrastructure providing inter-building network connectivity. | Administration (A&F) | Charles Chambers | No |
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| 101 | Wired System Network | Management of the core wired network infrastructure providing network interconnections across the UH System Universities. | Administration (A&F) | Charles Chambers | Yes |
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| RESEARCH | ||||||
| 102 | High Performance Computing (RCC) | Management of high performance computing technologies for research purposes. Research system administration specializing in clusters as well as stand alone. | DSI – Claudia Neuhauser | Keith Crabb | Yes |
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| 103 | High Performance Research Networks (LEARN, RenoH) | Management of high bandwidth network for high performance computing needs. | Administration (A&F) | Charles Chambers | Yes |
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| 104 | Research Compliance IS (Click ICON System) | Management and support of Click ICON system for Research Integrity and Oversight office (IRB, IACUC and COI). | Laura Gutierrez | Muhammad Soonasra | No |
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| 105 | Science DMZ Networks | Management of high performance network connectivity to research labs. | Administration (A&F) | Charles Chambers | No |
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UIT Service Manager:
UIT Director or Manager accountable for the service, and responsible for the technology, support, marketing, and communications.