ABOUT ITS

OVERVIEW

The goal of Information Technology Services (ITS) is to provide an innovative, customer-focused, and robust foundation for information technology (IT) solutions that enable the university community to pursue excellence in research, education, and public service. ITS seeks to establish trust with customers through professionalism, honest and open dialogue, high quality customer service, and a commitment to partnership and collaboration.
ITS welcomes comments and feedback. In response to thoughtful analysis, criticisms, and contributions from customers, ITS has been streamlining management structures, making maximum use of existing resources, and harmonizing services and processes in order to foster service excellence.

Values

The ITS commitment as a service organization is to support the university's research, education, and service mission. To do so, ITS conducts business based on the following values:

• Deliver High Quality Services—Provide high quality, Common Good services that address the needs of campus customers.
• Foster Customer Partnerships—Partner with local IT units to share responsibility and accountability for reliable, customer-focused services.
• Establish Understanding, Trust, and Accountability—Clarify and understand customer expectations, establish and meet timeframes, and provide a consistent and responsive approach to customer requests and feedback as prioritized by the IT governance structure.
• Make Data Driven, Innovative, Customer Focused Decisions—Continuously evaluate and improve the efficiency of service support, response, and decision-making within the organization.
• Facilitate Collaboration, Cooperation, and Communication—Collaborate among ITS and various customer constituencies, encourage cooperation with customers, partners, and colleagues within ITS, and facilitate two-way communications with faculty, students, and staff.

Organization

ITS consists of the following groups.

Applications

The Applications group provides Web Operations, Identity Management, ERP Support, and Contracts services. The Applications group is also responsible for the Analyst Training program.

Information Security Office

The Information Security Office (ISO) provides information and services to help customers secure their computer systems and protect information technology resources at the university.

Networking and Telecommunications

The Networking and Telecommunications group provides a number of services upon which UTnet, the university network, and its users depend. This includes both the wired and wireless network, Internet, and Internet2 access via UTnet, the campus computer backbone network. This group is also responsible for a wide variety of core campus IT services, including the cabling infrastructure underlying data services on campus, telecommunications, engineering, construction, and building security control.

Office of Communication and Strategy Management

The Office of Communication and Strategy Management coordinates and publishes information about ITS services and processes and conducts training on the services offered by ITS. This office is also responsible for supporting the IT governance structure at the university.

Systems

The Systems group installs, tests, supports, and administers operating system software, database software, run-time application environment software, and related products on servers located in the UDC and departmental contracted sites. The Systems group provides the university with essential services such as e-mail and messaging, calendaring, course management systems, collaboration tools, printing, and file backup. The Systems group also provides consultation and technical expertise for departments, business units, and application developers throughout the university campus.

University Data Center

The University Data Centers (UDC), the UDC Facilities team, and the UDC repair team, manage and staff the ITS computing facilities, ensuring critical servers are available 24 hours a day, seven days a week. This group also provides services for university departments, including backup and recovery, co-location of servers, computer equipment and repair, and printing.

User Services

The User Services group provides centralized and distributed user support, including technical support and consulting services, and operates the ITS Help Desk and Student Microcomputer Facility (SMF). This group also offers on-site support and management services for departments and business units.

Administrative Services

ITS administrative services, such as purchasing, billing, and accounting, are provided by the university Central Business Office in the Office of the Controller.