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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?
ACADEMIC
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) 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
ADMINISTRATIVE   
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. Administration Keith Martin Yes
8 College/Division Technology Reviews 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. 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 (LENEL) Administration of the LENEL access control system used for electronic access to campus buildings. Malcom Davis Haseen Mazhar No
12 Emergency Management System (Everbridge) Administration of the emergency notification system to handle campus communications during emergency situations Mark Rosanes 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  Yes
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 Karin Livingston 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 timesheet 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 James Schexneider No
23 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
24 Parking Management System Parking application to manage citations, fines, parking decals, and applications Emily Messa Haseen Mazhar No
25 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
26 Portal Services (PeopleSoft UHS Portal) Portal services to access UHS/UH PeopleSoft applications Mara Affre Keith Martin Yes
27 Student IS (Enrollment Planning) Enterprise student systems; data analytics, financial aid award analysis Maureen Croft, UH Steve Webb No
28 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
29 Student IS (Financials) Enterprise student systems; tuition and fee calculation, book loans, billing, accounts receivables, general ledger interface. Katina McGhee Steve Webb Yes
30 Student IS (Graduate Admissions) Enterprise student systems; graduate admissions processing and professional schools support Katina McGhee Steve Webb Yes
31 Student IS (Institutional Planning and Analysis) Enterprise student systems; institutional research, Coordinating Board reporting Katina McGhee Steve Webb Yes
32 Surveillance Camera Systems Installation and maintenance of technology infrastructure for surveillance cameras installed in multiple campus locations Malcom Davis James Schexneider No
33 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
34 UH Mobile Platform (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.  Administration Robert Birkline No
35 University Advancement IS Administration of enterprise Advancement information systems for prospect analysis, donor tracking, and gift processing. Steve Mueller Keith Martin No
36 Web Presence (UHS.edu/UH.edu) Administration of the UHS/UH main website  Administration Diane Trippel Yes
CORE SERVICES   
37 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
38 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
39 Audio and Video Production Creation of audio and video media used in research, instruction, documentation, and marketing/communications purposes. Administration Phil Booth No
40 Backup Services (IBM Tivoli - TSM) Provision of data backup services for University servers, desktops, and laptops. Administration Eric Block No
41 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 Omar Farooq No
42 Campus subscriptions to IT professional organizations (Educause) Membership to IT organizations Educause to access IT research papers, industry benchmarks, and collaborate with industry peers Administration Bill Spindler Yes
43 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 Jody Gillit No
44 Collaboration Services (SharePoint, Office 365) Application administration, training, and support of MS SharePoint and Office 365 for the purpose of supporting collaboration Administration Jody Gillit No
45 Computer Labs (SHRL common areas) Management of computing labs including desktops, laptops, printers and other peripherals Administration Leroy Mays No
46 CRM Services  Administration of customer relationship management tools (faq, chat, and email distribution) Administration Diane Trippel No
47 DHCP Services (IP Addresses) Allocation of IP addresses for University resources, servers and printers Administration Eric Block No
48 Digital Signage Administration of the centralized application that controls campus electronic displays, and support of electronic displays installed in UIT-managed areas. Administration Mark Rosanes No
49 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
50 Document Imaging Administration of the enterprise document imaging solution for capturing and storing document images integrated with PeopleSoft ERP solutions Administration Keith Martin Yes
51 Email (Exchange) Administration and service support of the campus email services Administration Jody Gillit No
52 Fax Services (Digital and Analog) Administration and support of digital and analog fax services available to administrative units Administration Omar Farooq No
53 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
54 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
55 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
56 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
57 IT Project Management Provision of IT PM Services for colleges and divisions for Capital Projects and Network Infrastructure projects. Administration Rita Barrantes 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 Network Connectivity (Internet, Internet2, Intranet) Management and administration of network services including Internet, Internet2, and Intranet Administration Charles Chambers Yes
62 Portal Services (AccessUH) Administration and development of the University single sign-on portal used for accessing multiple campus IT applications Administration Robert Birkline No
63 Printing Services (Uniprint) Administration of centralized printing solution and support of print kiosks in computing labs and high-density areas Administration Leroy Mays No
64 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
65 Secure Socket Layer Certificates Administration and monitoring of SSL certificates for campus servers and domains. Administration Brian Walker Yes
66 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
67 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
68 Service Management Solutions (Remedy and CAM) Administration of central service management system and distribution of licensing to colleges and divisions Administration Diane Trippel No
69 Software Management of campus-wide site licenses and license distribution and download. Administration Leroy Mays Yes
70 Telephone Services (Long Distance) Administration of long-distance (international and national) telephone services available on campus by using authorization codes Administration Omar Farooq No
71 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 Phil Booth No
72 Training System (CSATS) Computer security awareness training for students Administration Jana Chvatal No
73 Unified Communications (Skype for Business) Administration and deployment of unified communications (telephony, voicemail, IM, video conferencing, desktop collaboration) Administration Omar Farooq No
74 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
75 Video Conferencing (Vidyo, Zoom) Administration of classroom video conferencing to provide distance education through interactive video Jeff Morgan Diane Trippel Yes
76 Virtual Private Network (VPN) Authenticated and secure remote (off-campus) access to campus computing resources Administration Charles Chambers Yes
77 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
78 Web Content Management System (Hannon Hill) Administration of the University solution for web content management Administration Diane Trippel No
79 Web Publishing/Design Professional services for Web publishing and design. Web and mobile application design and development. Administration Robert Birkline No
80 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 Rita Barrantes No
81 Wired Campus Network (access network) Installation and maintenance of the wired network infrastructure providing network access to the community. Administration James Schexneider No
82 Wired Campus Network (core and distribution network) Installation and maintenance of wired network infrastructure providing network connectivity to the community. Administration Charles Chambers Yes
83 Wired System Network Installation and maintenance of the core wired network infrastructure providing network interconnections across the UH System Universities. Administration Charles Chambers Yes
RESEARCH  
84 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
85 High Performance Research Networks (LEARN, RenoH) High bandwidth network for high performance computing needs Deniz Gurkin Charles Chambers Yes
86 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.