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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? Additional Info
ACADEMIC
 1 Classroom Technologies Support 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 Xenia Callier No

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 2 Learning Management System (Blackboard) Administration of the Learning management systems for course delivery. Jeffrey Morgan Fidel Ramirez Yes

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 3 Streaming Services (MediaSite, iTunesU, YouTube) Administration of technologies to support the distribution of streaming media. Jeffrey Morgan Matthew Castillo Yes

 

ADMINISTRATIVE
 4 Annual Financial Reporting BI Service Administration of Hyperion and data warehouse business intelligence technologies used to support the financial reporting office. Kevin Draper/ Financial Reporting Office Robert Li Yes

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 5 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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 6 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 (e.g. Enrollment Management, Institutional Research, Finance, HR, IT) Robert Li Yes

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 7 Electronic Access Control System (LENEL/AccessNSite) Administration of the LENEL and AccessNSite access control system used for electronic access to campus buildings. David Oliver Tuong Ho No

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 8 Emergency Management System (Everbridge) Administration of the emergency notification system to handle campus communications during emergency situations. Kelly Boysen Mark Rosanes Yes

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 9 Employee Self-Service (PASS) Administration of the self-service enterprise PeopleSoft solution to access HR services. Gaston Reinoso Keith Martin Yes
10 Employee Training (TAP) Administration of the Training Access Portal (TAP) for UHS employees. Gaston Reinoso Fidel Ramirez Yes

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11 Facilities Management (FAMIS) Administration of the integrated workplace management system for space management and facilities maintenance. David Oliver Tuong Ho No

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12 Financial IS (PeopleSoft Finance) Administration of the enterprise financial solution PeopleSoft Finance for UHS/UH. Karin Livingston Mike Chang Yes

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13 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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14 Grants Management IS (PeopleSoft Grants Management) Management and Support of Enterprise PeopleSoft application for research grants administration. Beverly Rymer Muhammad Soonasra Yes
15 Housing Management System and Self-Services (RMS) Administration of Housing management system for current and future residents for managing housing applications, room assignments, and check-ins. Don Yackley Tuong Ho No

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16 Human Resources IS (PeopleSoft HR and Payroll) Administration of human resource solution for timesheet management, performance management, compensation, and other personnel information. Gaston Reinoso Keith Martin Yes
17 Intrusion/Panic Alarm Systems Management of intrusion alarm systems that detect physical access to monitored areas and panic alarms. Ceaser Moore James Schexneider No

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18 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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19 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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20 Legacy Student IS (LegacySIS) Administration of UH/UHV legacy student data and transcripts. Scott Sawyer Tuong Ho Yes

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21 One Card System (TouchNet) 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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22 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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23 Point-of-Sales Systems (TouchNet) Administration of PoS systems for processing of payments, installed in multiple campus stores and locations. Emily Messa Tuong Ho No

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24 Security Camera Systems Management of technology infrastructure for surveillance cameras installed in multiple campus locations. Ceaser Moore James Schexneider No

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25 Student IS (Enrollment) Administration of enterprise student systems:  recruiting, admissions, registration, and records, financial aid, room scheduling, academic advising degree audit, ISS SEVIS, LCC, CSD, TAP advisors, and external integrations.  UH only:  data analytics and financial aid award analysis. Katina McGhee Steve Webb Yes

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26 Student IS (Financials) Administration of enterprise student systems: tuition and fee calculation, book loans, billing, accounts receivables, general ledger interface, and external integrations. Katina McGhee Steve Webb Yes

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27 Student IS (Graduate Admissions) Administration of enterprise student systems:  graduate admissions processing and professional and medical schools support. Katina McGhee Steve Webb Yes

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28 Student IS (Institutional Research and Effectiveness) Administration of  enterprise student systems:  institutional research, Coordinating Board reporting. Katina McGhee Steve Webb Yes

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29 Student Training/Title IX Training Administration of student training portal for UHS students. Toni Benoit, J.D. Fidel Ramirez Yes

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30 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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31 Time & Effort Reporting IS (Maximus ERS) Administration of Time & Effort Reporting application for Principal Investigators (PI's) to certify time and effort on Research Grant/Contract projects. Beverly Rymer Muhammad Soonasra No
32 University Advancement IS Administration of enterprise Advancement information systems for prospect analysis, donor tracking, and gift processing. Steve Mueller Muhammad Soonasra No
33 University Calendar (LiveWhale) 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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34 Web Presence (UHS.edu/UH.edu) Administration of the UHS/UH main website. UH Marketing Diane Trippel Yes
CORE SERVICES
35 Account and Access Management Administration of accounts for UH faculty, staff, and students for the purpose of supporting instructional, research, and administrative systems. (CougarNet, Web accounts and Peoplesoft Accounts). Administration (A&F) Robert Birkline No
36 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) Leroy Mays No

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37 Audio and Video Production Creation of audio and video media used for research, instruction, documentation, and marketing/communications purposes. Administration (A&F) Matthew Castillo No
38 Backup Services (IBM Spectrum Protect) Provision of data backup services for University servers, desktops, and laptops with mission critical data. Administration (A&F) Eric Block Yes

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39 Call Center Services (Anywhere365) Administration of call center services to manage call routing in support of multiple University helpdesk services. Various (e.g. Enrollment services, UIT Support services, FIXIT, UH Parking, and UH Call Center). Omar Farooq No

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40 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) Bill Spindler Yes
41 Client Management (MS SCCM) Administration of client management including centralized and remote desktops/laptops/mobile devices for image installations, application upgrades, security patches, and remote assistance. Administration (A&F) Andy Moon No

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42 Collaboration Services (SharePoint, Office 365) Administration of MS SharePoint and Office 365 for the purpose of supporting collaboration in non-academic environments. Administration (A&F) Andy Moon No

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43 Computer Labs (SHRL common areas) Management of computing labs including desktops, laptops, printers and other peripherals. SHRL Leroy Mays No

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44 CRM Services Administration of customer relationship management tools (faq, chat, and email distribution). Administration (A&F) Robert Birkline No

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45 DHCP Services (IP Addresses) Allocation of IP addresses for University resources, servers and printers. Administration (A&F) Charles Chambers No

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46 Digital Signage (Four Winds Interactive) 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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47 Digital Signage (General Purpose Classrooms) Administration of the centralized application that controls digital signage in general purpose classrooms across campus.  This includes hardware management, signage content, and integration with the UH Alert emergency notification system. Kelly Boysen Mark Rosanes No

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48 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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49 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
50 Email (Exchange) Administration and service support of the campus email services. Administration (A&F) Andy Moon No

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51 Emergency Telephony Services Management of campus safety telephony services such as code blue (SIP), elevator lines (analog), and ring down phones (SIP). Ceasar Moore Omar Farooq Yes

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52 Endpoint/Data protection Administration of applications to identify sensitive data on systems and tools to ensure data is protected (i.e., Spirion, ePO, desktop encryption). Administration (A&F) Debbie Samuels Yes

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53 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) Debbie Samuels Yes
54 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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55 Enterprise Systems Infrastructure Management of physical and virtual server infrastructure located in the UH Data center, PGH and Victoria. Includes database administration for Peoplesoft, Blackboard and other shared services. Various (e.g. Administration, Colleges, Divisions) Eric Block Yes

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56 Fax Services (Digital and Analog) Administration of digital and analog fax services available to administrative units. Administration (A&F) Omar Farooq No

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57 Federated Single Sign-On (Shibboleth) Administration of the federated Single Sign-On using Shibboleth Identity Provider (IdP) Service in conjunction with federation memberships e.g. InCommon and Texas Trust. Administration (A&F) Keith Martin No

 

58 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) Eric Block No

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59 Hosted Services Server administration of virtual server infrastructure located in the computing center and managed by UIT. Services provided to Colleges and Divisions through a Service Level Agreement. Administration (A&F) Eric Block No

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60 Hosted Services Security Assessments Assessments of Hosted Services security elements and recommended controls for protection of UHS data. Administration (A&F) Jana Chvatal Yes

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61 Incident Management: Forensics, Response & Reporting Management of security incident investigation and documentation. Administration (A&F) Debbie Samuels Yes
62 IP Television (Philo) Acquisition and distribution of local television channels on campus. Technology administration of IPTV services to provide free video programming (national, local, and KUHT) over the University's data network. Administration (A&F) Matthew Castillo No

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63 IT Support/HelpDesk Provision of help desk support of UIT services by telephone, chat, walk-ins, email, text, and FAQs. Administration (A&F) Leroy Mays No

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64 Laptop Check-out Provision of laptop loan services for students during the academic semesters. Administration (A&F) Kevin Vu No

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65 Marketing and Communication Email Distribution (SendIT) Administration of technologies in support to bulk email communications, including LISTSERV for instructional and administrative purposes and SendIt for marketing/communications purposes. Administration (A&F) Mark Rosanes No

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66 Mobile Services (Modo/Appsian/Aruba) 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. Keidra Gaston Sarah Borders No
67 Network Connectivity (Internet, Internet2, Intranet) Management of network services including Internet, Internet2, and Intranet. Administration (A&F) Charles Chambers Yes
68 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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69 Portal Services (AccessUH) Administration and development of the University single sign-on portal used for accessing multiple campus IT applications. Administration (A&F) Tuong Ho No

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70 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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71 Secure Socket Layer Certificates Administration and monitoring of SSL certificates for campus servers and domains. Administration (A&F) Jana Chvatal Yes
72 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 (A&F) Jana Chvatal Yes
73 Security Operations Center D​aily monitoring and identification of incoming security threats to the university network. Administration (A&F) Debbie Samuels Yes

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74 Security Risk and Compliance Assessments Management of security and risk assessments of data and IT assets to identify security risks and offer mitigation strategies for reducing or eliminating the risk. Administration (A&F) Jana Chvatal Yes
75 Security Systems Design Planning and Design of physical security systems, access control, video surveillance, intrusion detection and code blue. UHPD Ron Harris Yes

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76 Service Management Solutions (Remedy) Administration of central service management system and distribution of licensing to colleges and divisions. Administration (A&F) Anita Bhakta No

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77 Software Distribution Management of campus-wide site licenses and license distribution and download. Administration (A&F) Leroy Mays Yes

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78 Telephone Services (Long Distance) Administration of long-distance (international and national) telephone services available on campus by using authorization codes. Administration (A&F) Omar Farooq No

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79 Ticketing System (Crow Canyon) Administration of the ticketing system for the University of Houston including IT and other departments. Administration (A&F) Anita Bhakta No

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80 Unified Communications (Skype for Business) Administration and deployment of unified communications (telephony, voicemail, IM, video conferencing, desktop collaboration). Administration (A&F) Omar Farooq No

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81 Video Conferencing (Skype, Zoom) Administration of classroom video conferencing to provide distance education through interactive video. Jeff Morgan Xenia Callier Yes
82 Video Conferencing Design (Administrative Conference Rooms) Design administrative video conferencing facilities for use by the community in designated areas. Administration (A&F) Omar Farooq No

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83 Virtual Private Network (VPN) Management of authenticated and secure remote (off-campus) access to campus computing resources. Administration (A&F) Charles Chambers Yes
84 Vulnerability Scanning Administration of vulnerability scanning for internal and external IP addresses to identify vulnerabilities that need to be mitigated. Administration (A&F) Jana Chvatal Yes
85 Web Content Management System (Hannon Hill) Administration of the University solution for web content management. Administration (A&F) Robert Birkline No

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86 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
87 Wi-Fi (UHSecure, UHWireless, Eduroam) Administration, management, and support of campus Wi-Fi services. UHSecure (authenticated - faculty/staff/students), UHWireless (open - guests), Eduroam (authenticated - UHS, HigherEd participants). Administration (A&F) James Schexneider No

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88 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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89 Wired Campus Network (core and distribution network) Management of the wired network infrastructure providing inter-building network connectivity. Administration (A&F) Charles Chambers No

 

90 Wired System Network Management of the core wired network infrastructure providing network interconnections across the UH System Universities. Administration (A&F) Charles Chambers Yes
RESEARCH
91 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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92 High Performance Research Networks (LEARN, RenoH) Management of high bandwidth network for high performance computing needs. Administration (A&F) Charles Chambers Yes
93 Research Compliance IS (Click ICON System) Management and Support of Click ICON system for Research Integrity and Oversight office (IRB, IACUC and COI). Kirstin Holzschuh Muhammad Soonasra No
94 Science DMZ Networks Management of high performance network connectivity to research labs. Administration (A&F) 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.