service catalog r=h:edu

Administration and management of core human resource systems, including recruiting, position management, performance review, workforce development, and time and attendance. Polling and survey offerings used to solicit feedback from a group of individuals for academic or business purposes. Digitize, modernize, and speed up the delivery of government services. The "The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, Second Edition", The Service Catalog, Service Portfolio, and What "Service" Means, IT@Cornell Upgrade Will Push Information to TeamDynamix, Higher Ed DevOps Virtual Meetup June 14, 2023, IT Business Relationship Management Special Interest Group Forming. They are multipurpose classrooms for general classes and classes needing computing resources. Unite people, systems, and processes to exceed customer expectations. Telephony, including voice/VoIP, teleconferencing, and web conferencing hosted either in cloud or on-premises. To submit a ticket for assistance, please e-mail hcomtech@ohio.edu. Service Catalog. Includes services such as email, calendaring, productivity suites, file sharing, instant messaging tools, and web-based collaborative platforms used strictly for collaboration. Business continuity consulting and planning, as well as disaster recovery planning, including disaster recovery exercises and execution. Might include accessibility reviews, defining standards, analysis, or end-user training/awareness. Support of the data life cycle, including data creation; discovery and collection; analysis and visualization; storage, backup, and transfer; and research data policy compliance. Services that provide security, data integrity, and compliance for institutional activities. They're in the portfolio becausethey're still subject to service management practices, but are not in the catalog, because they're notvisible to customers. It can be consumed. IT provides audiovisual (AV) services for the students, faculty and staff in academic programs, as well as for special events. Report a Service Outage Phone services, including voicemail, virtual fax, softphones . One-way communications and emergency communications to the entire campus or other defined groups. All maintenance windows are scheduled to occur when the equipment is not in use so that it does not create a disruption to service. Take control of your IT assets. Streamline your response with machine learning and advanced analytics. Continuing to involve the customer in the ongoing development and maintenance of the service catalog helps ensure its success. Automate critical operations to provide highly available, reliable services. Some aspects you might want to consider when building your service catalog include the following: Listed below are suggested service categories that we believe cover the strategic areas for most institutions. However, if some resources areas do not have an IT specialist available, IT can contact selected vendors for assistance. Content management systems, portals, web hosting, web analytics, user experience design, and URL management. Example 1: Use cases or customer groups Categories (13) . The response level is categorized as Level 1, Level 2 or Level 3 and identifies the group(s) responsible for providing support at that level. Service Offering 1: ServiceTool (Brand name of firsttool) Updates for the room computer is done during the maintenance window for classrooms under the Desktop Computing service. Computing and storage resources that support research that uses specialized or highly intensive computation, storage, bandwidth, or graphics. Both labs have 36 workstations. Includes supporting technologies such as copy centers, print quota systems, 3D printing, and other replicating technologies. Empower employees and customers with self-service and faster request fulfillment. Copyright, Extra layer of security designed to prevent unauthorized access to your personal information, Enables departments to physically store servers and other storage hardware at the Sliger Data Center, A tool thatcrawls university websites and checks forcommonerrors. %PDF-1.6 % Data integration extracts data from dozens of internal and external systems, Wired network connectivity via wall outlets, The data warehouse is the central data store for Florida State University, FSU directory makes it easy to find department addresses and phone numbers, Special security profile to limit access to campus resources, Gives you the tools to design amazing work and eye-catching creations, Share information with targeted audiences across campus using digital signage, Easily send, sign and store documents, contracts and other agreements in a secure, online location, Enterprise data management, powered by OnBase, is Florida State Universitys document management and imaging platform, Secure, world-wide roaming access service created with the research and education community in mind, Quickly find university personnel, save contacts to your device and share results via email. Level 2 - An intermediate response level after Level 1, when service interruptions occur and are not resolved by Level 1 staff. The Service Catalog, Service Portfolio, and What "Service" Means Level 1 - The initial response level when service interruptions occur. IT acquires and installs software to computers based on the business or academic needs of the user. Quickly connect workflows to critical business systems and simplify cross-enterprise automation. How to Buy. Michigan State's Information Technology service catalog defines and categorizes services that university students, faculty, staff, and departments may request from the central IT organization, IT Services. PDF The Higher Education IT Service Catalog - EDUCAUSE Library Reduce risk and lower costs while accelerating cloud adoption. Save catalog items to your wish list and visit them later to complete the ordering process. Pointers to service documentation, service policies, FAQs, training materials, etc. Make work flow across teams and the value chain. Description. Note: when a service is retired, it is removed from the catalog but remains in the portfolio. Security assessment, education, and awareness of campus security requirements, policies, and guidelines. IT provides print and print management services for campus staff, computer labs, come and go faculty areas and faculty office suites. IT provides mobile computing services for campus staff use and special events. The backup is configured by IT and completed by UIT through the Tivoli Storage Manager. Cost-efficient computer software to meeting your needs, Install special software on a classroom computer, Ensures all systems and applications on ITS-managed devices are properly installed and maintained, Manage the entire statistical analysis processfrom data collection to analysis to reporting, On-campus software support service offering quick, affordable computer repairs to students, Take control your departmental communications using a centrally supported digital marketing suite, Telephone conference solution that lets you quickly set up conference calls, Hands-on, individualized training to faculty and teaching assistants, Turn long URLs into short, easy-to-remember links, How to measure and interpret the emotions and attitudes associated with technology interactions, System that hosts virtual machines for research computing purposes, Securely "tunnel" into campus over personal and public networks, Replaces the need for a physical server while enabling the flexibility of private cloud computing, Vulnerability scanner performs monthly scans of devices and recommends fixes, Web hosting for FSU departments andindividuals looking to launch a personal website, Makes it easyto create and maintain mobile-first, brand-approved websites, Unified event and general announcements distribution system, Wireless communication devices that create a central point of wireless connectivity, Accessibility and Link Checking When defining a service, focus on what delivers something of value to the customer. 8:00 AM ET to 5:00 PM ET. This includes computers, printers, peripherals, software, unified communication services (Lync or Skype for Business), local POTS service (Plain Old Telephone Service), wireless Hotspots, LCD/LED projectors & monitors, AV control systems and videoconferencing equipment. it service catalog | Information Technology - University of New Hampshire UIT provides Skype for Business Unified Communications (UC) services for campus staff and UH college faculty and staff. Creating and managing e-portfolios, including the consumption or use of e-textbooks and other online self-curation. Installation of software on a campus staff computer or mobile device is scheduled with the user so that it does not create a disruption to service. Includes desktop and mobile device support, printing and related services, and software and applications distribution. With appropriate local modification, these categories should assist in facilitating activities such as budgeting and governance. Services live in a single category; however, some services might be cross-referenced in other categories via the related services attribute. The Center for High Performance Computing (CHPC) operates ~26,000 cores in the Downtown Data Center (DDC) in multiple generations of compute clusters. Includes conferencing and telephones, email and collaboration services, media and audio/visual, and web services. Staff at the Sugar Land instructional site that operate and maintain services. Additional maintenance windows are scheduled quarterly. Comprises consulting services not related to specific services identified in other categories. Thousands of possibilities. From the perspective of IT Service Management,both approaches are valid. Increase agility across the organization. Business Continuity and Disaster Recovery. The device may also be configured to do required updating over an off-campus Internet connection. It also providesa wayto look forvalue redundancyoffering the samevalue through multiple servicesand review technologies to see if they need to be restructuredor retired. It includes network availability & support, email and calendar, web services, IT security, etc. Since the services are operational all hours every day, they are scheduled to occur during periods with the least users. A photo scanner is available. If used with non-UH special events, technology charges are assessed by the Campus Academic Services group. This service provides assistance to individuals, academic programs and administrative offices in implementing technology resources to meet specific needs in Sugar Land. This includes: An external vendor, Windstream Communications, provides central exchange analog services (Centrex) for the campuses dedicated emergency lines. Electronic message, information sharing, productivity, and integrated collaboration suites used to facilitate interactions between individuals and work groups as they create, share, and exchange information. People-based services that support the management of IT for the institution. Categorieshelp organize the many services offered by IT into groups that are easier to understand and sort through. This classification allowsus to measurethe costs associated with the support and management of services. Since the services are operational during all hours everyday, they are scheduled to occur during periods with the least users. The fully interactive videoconferencing systems have an instructor workstation, connections for a personal laptop, room microphones and display content on 70 monitors or large projection screens. Includes both cloud-based and desktop software. IT provides an IT Service Desk, which is the point of contact for students, faculty and staff who use UH at Sugar Land technology resources. Security Attributes include: The service portfolio is a comprehensive view of all services. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. This product was formerly known as IT Business Management (ITBM). Emails received outside operational hours will be returned/addressed within the first hour of the next available listed day/hour. Let employees and customers request catalog items such as service and product offerings on their own. The maintenance window for laptops for campus staff use occurs during the maintenance window for campus staff under the Desktop Computing service list, unless the device is off-campus. Reduce cost and complexity for ServiceNow integrations. Streamline procurement for employees, boost productivity, and enable work team efficiencies across the enterprise. The open computer lab contains printing and scanning services, while the instructional computer labs contain printing, scanning and other services which can also be customized for program needs. Create seamless experiences for customers and agents with compliance. Service Within IT ticketing systems such as TeamDynamix,the portfolios service taxonomy is used to classify support tickets. Includes learning management systems, instructional technology and design, assessment and learning analytics, lecture capture, and polling and surveys. Service Catalog. Service is only available for resource areas where IT specialists are available. Period of time designated in advance, during which preventive maintenance that could cause disruption of service may be performed. Improve resilience and uptime with a single system of action. Level 3 service provides the most experienced support to complex issues that Level 1 and Level 2 providers cannot handle or are not authorized to handle. A full description of the service, including its purpose, benefits, features, and options. The Open Computer Lab is in Room 303 in the Albert & Mamie George Building. Might include concierge support or special event service delivery. Identity and access management, including accounts, authentication, access, and role-based provisioning at the enterprise level. Individualservices may have their owntime to respond andresolve to requestsbased on their importance to the universitysoperations and theirservice level agreements. Sinceservices represent capabilities,they are often generic, such as "printing"or "telephone." This protection is provided through: Faronics Antivirus monitors and scans computer activity, as well as downloaded files, and deletes or quarantines any virus or malicious file identified by the virus definition database. Embrace speed and agility through automation. IT consultation and design services consist of: For UH colleges, divisions and departments, more complex projects involving specifications design and cost development will require the execution of a Service Level Agreement (SLA) with IT. This service consists of the specification, purchase, installation, maintenance and repair of AV equipment. Create a strong safety culture by supporting employee health. Deliver the right experience to employees anywhere. KAwK/DLS@"}sr%`5V,N>+-tt;%_+Z-dq@^,E`~k4D*|2$q5xdT[rF2} jMnk3%nq The maintenance windows are set by UH UIT. An analysis of the 2017 EDUCAUSE Core Data Survey found that, on average, 37 of the 52 services in this catalog are supported by an institution's central IT department.1 The analysis also showed that the specific services supported varies substantiallyonly a small number of services, mostly related to infrastructure, are centrally supported at more than 90% of universities. Business intelligence platforms, data warehouses, dashboards, analytics tools, transactional reporting, operational data stores, and data governance when offered as a service. If you are a current faculty, staff, or studentwith the University of Oregon and have a technology related question or need technical support, use this service to submit a general help ticket. The service includes: Maintenance for printing hardware is scheduled with end users, or after operational hours, so that it does not create a disruption to service. Additional telecommunication services (e.g., analog line for fax service, fax server, departmental or common area phone services, Hotspots, etc.) Any device a user wants to connect to the wired or wireless network infrastructure must meet the requirements of UH MAPP 10.03.04 before a network connection is activated. Get the support and tools you need for every step of your upgrade journey. The IT Service Desk can be contacted in person (AMG 304), by email (sltech@uh.edu) and by phone at the Service Line (832-842-2999). In cases where the same product isused by multiple offerings, but theyneedto be tracked separately for cost,audience, orrisk,the product name wouldn't be usedin the offering, since it couldapplyto multiple offerings. Service Offering 1: AcademicTool Your account give you access to even more premium content, don't lose access to it. Reimagine every process as a digital workflow. This service consists of the installation, configuration and maintenance of the Exchange servers and the Microsoft Outlook client. hbbd``b` $[HH00 \ Y RH]L ?S77] 0 This service includes: The open computer lab is always available for students during operational hours. Simplify how they get service, support, and information so they can do their best work from anywhere. Consolidate network inventory and enable lifecycle automation for resources and services ona single platform. If you are a prospective student, parent, alumni, vendor, etc. Gain insights to detect and respond to changes in cloud-native applications. Systems used to secure and facilitate research funding and compliance. Speed new products to market and quickly turn services into revenue. It consists of: Both the primary and backup fiber connections are provided by an external vendor. Louisiana State University and Agricultural & Mechanical College - Information Technology Services. For each of these services, there might be a number of individual service offerings representing specific technology-focused activities or products that are used to deliver the service. It is then uploaded and remotely managed by a central server that handles editing and scheduling of sign changes. Let catalog administrators write automated tests to validate their catalog items. Some services exist only in the portfoliobecause they'reapplication- or technology-based andoperatebehind the scenes toenable the delivery of customer-facing services. When a form is submitted, itgenerates a ticketto the team that willprovide the support or fulfill the request. Provisioning, hosting, and administration of physical and virtual servers and related storage. Give Service Catalog owners full insight into order volume, velocity, and automation levels. Services providing instructional technology and resources directly supporting teaching and learning. Search form. Align your apps with business strategy. The maintenance window for the videoconferencing equipment is scheduled with end users, so that it does not create a disruption to service. This service is operated and maintained by UIT, with shared support provided by IT. This includes network servers, routers, switches, peripheral hardware, software and information security risk management. Reimagine always-on technology services. 1499 0 obj <>stream When there are multiple tools or use cases used to meet the needs of the service, those are expressed asservice offerings. The platform for digital business delivers unmatched opportunity. Check your inbox for a confirmation message from us. Notification is provided to IT if an emergency window is scheduled to address a network impacting incident. Currently, ServiceNow is the IT Service Management tool currently used by multiple SDSU IT units (Academic Affairs, Auxiliaries, and Divisions) across the campus for submitting, reassigning, and tracking IT requests and support tickets. Classifications includeincidents, problems, changes, and requests. The cost to the end user or department to use the service. Enable the new world of hybrid work and support a safe working environment. Developing, delivering, or coordinating end-user technology training for applications and systems. Includes service desks, call centers, and online support delivery. UIT service charges are assessed either annually per number of phones in service or monthly per type and amount of telecom service. Practices, frameworks, and technologies that automate, improve efficiencies, and measure the effectiveness of business processes. Example 2: Using product names Administration and management of financial services, procurement, travel, budget, vendor relations, and equipment purchasing systems. Call 603-862-4242. Service Catalog - ServiceHub - UC Davis Administration and management of systems that provide access to local and remote information in support of teaching, learning, and research. IT is the Information Technology group that provides and supports IT services for. Provides unlimited access to a database of IT research and technology news, products and trends, Timely technical support to hundreds of Technology Enhanced Classrooms across the FSU main campus. Find answers, get help, and make requests across departments from a single, native mobile app. Move global business services up the value chain to expand scope and scale. Other devices can broadcast during the videoconferencing session and include: Service is provided by application based or cloud based service and is conducted in high definition (HD) format at either 720p or 1080p. The IT Service Catalog provides a list of Information Technology services provided to students, faculty and staff at the University of Houston's instructional site in Sugar Land. To put into context, the service catalog is the customer-facing portion of the larger service portfolio . Embed risk-informed decisions into daily work across the enterprise for improved business resilience. Instructions or mechanism for reporting feedback on a service. The 30-seat Active Learning Classroom (ALC) in Room 300 of the Albert & Mamie George Building emphasizes a learner-centered, technology-supported, collaborative learning environment. These devices might be personally or institutionally owned (including loaner equipment) and might be part of a shared pool or a computer lab. Automate and connect anything to ServiceNow. Questions or Comments, Privacy Policy Services that facilitate institutional communication and collaboration needs. Mass Communications and Emergency Notifications. Scale order management to take on modern telecom opportunities and build for customer success. IT provides scheduling services for technology resources used with the academic program and for special events. Service Use this service to report a service outage or degradation of services. The constituents for whom the service is available (e.g., students, faculty, staff). Includes enterprise architecture, continuous improvement and innovation, digital accessibility, IT communication and documentation, IT service delivery and support, portfolio and project management, and training and outreach. However, it is scheduled to occur after operational hours so that it does not create a disruption to service. Consultation and integration services, when offered as a consolidated service. Speed ROI with ServiceNow Impact. Current status or phase of the service (e.g., planning, production, or retired). IT also provides protection on the computers against virus and malicious software (malware) infection. Automate the end-to-end lifecycle for software, hardware, and cloud assets to optimize costs while reducing risk. Communication & Collaboration Assistance related to LSUMail, Microsoft Teams, Zoom, listservs, phone/voice services, and other communication and collaboration tools. The maintenance windows are set by UIT. However, both UIT and the contracted vendors schedule them to occur during non-operational hours at each campus so that it does not create a disruption to service. Since IT does not have control over the vendors update schedule, it is possible that it will occur during operational hours and may create a disruption to service. Differentiate your business with the secure and resilient delivery of technology. Digital Accessibility services help to ensure technology solutions and systems are accessible for all OHIO users in accordance with University policies. Deliver great experiences and enhance productivity with powerful digital workflows across all areas of your business. (See Resource Scheduling service.). ), mapping, building security, safety and risk management, dining systems, point of sale, transportation, laundry, and parking systems. Each service in the catalog has a service record containingits service attributes. Microsoft Teams Proactively monitor the health of your networks and services to prevent downtime. One of the reasons why customers use outside services rather than doing something themselves is so they don't have to worry about this level of detail. Instructional computer labs are available for scheduled classes and can be scheduled for special use by faculty. Purchasing consultation, hardware procurement, device refresh, leasing, and technology recycling. All updates for tablet devices are automated and occur when the tablet device vendor pushes out the update. A service's support may also be shared between UH at Sugar Land IT, UIT and a UH college, division or department. Videoconferencing is available in several rooms in the Albert & Mamie George Building and Brazos Hall. Level 3 - The highest response level when service interruptions occur and are not resolved by Level 1 or Level 2 staff. The maintenance window for all room equipment is scheduled when there are no events, so that it does not create a disruption to service. Recording, storing, editing, and publishing lectures. Special maintenance windows for emergency security updates and installations of new hardware or software are scheduled with the end user. 2023 University of Houston. UIT provides both wired and wireless network connectivity service for faculty, staff and students, as well as for guests to the campus. Increase customer loyalty and improve your bottom line. Acquisition and installation services for UH college, division or department specific software can also be provided upon execution of a Service Level Agreement (SLA) with IT.
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