IT Services Department Organization

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IT Services consists of five divisions:

Within each division are several teams that provide support and management to systems hosted by IT Services. See the organizational chart for an overview.

Academic, Research, Client Services

Customer Service Operations (CSO) provides technical support services to students, faculty, and staff. CSO facilities include the Student Technology Center, General Access Computing Labs (GACLs), and Help Desk. CSO also provides online support and processes outage reports through the Help Desk.

Network Client Services (NCS) provides guidance for departments and direct support for the academic and research mission of the university primarily by working with departmental Tech Partners. NCS hosts peer-to-peer training sessions for Tech Partners on new services and provides direct support to colleges and departments on campus. NCS is also a "first responder" to faculty AskIT cases, providing online and face-to-face desktop-level support to meet individual faculty needs, and conducts internal testing for all new products and services.

Web & Information Services (WIS) develops and maintains IT Services websites, manages and supports web-based applications such as WordPress and iTunesU, and provides leadership and resources to support developers in creating a quality online experience. WIS also writes, edits, and distributed departmental communications and user documentation for the campus at-large. In addition, the team provides information about technology to students through New Student Orientation.

The Faculty Technology Center provides instructional design support for online, hybrid, or traditional on-campus courses. The Center assists faculty in integrating technologies into the curriculum and preparing course materials to engage student learning. The Center also supports the university's learning management system Blackboard Learn, web conferencing, lecture capture, and videoconferencing.

Research Data Services (RDS) offers statistical software support, research database support, and one-on-one consultation and assistance with research methods and analysis. RDS also supports Qualtrics, the university's web-based survey tool, and hosts statistical and survey software workshops.

Network Services

The Network Engineering Team (NET) is responsible for designing, implementing, and maintaining all campus wired and wireless networks.

The Virtual Infrastructure and Enterprise Windows Systems (VIEWS) team is responsible for implementing and managing the IT Services virtualization infrastructure and Windows Server platforms. The virtualization infrastructure hosts virtual servers, desktops, storage, and networks. VIEWS also serves as system administrators for the many Windows-based servers used by individual departments and units. These environments consist of over 150 virtual servers and over 70 physical servers. The team also manages iSCSI SAN storage and enterprise backup solution.

The VIEWS enterprise Windows platforms provide resources such as Active Directory, Exchange calendaring and email, file services, web services, SharePoint services, Symantec End Point Protection, and SQL Server database services.

Technical Services

Technical Services plans and implements the installation and maintenance of system-level software and hardware for large-scale computer systems operated by IT Services. This division is responsible for performance and capacity monitoring, tuning, and reporting. Technical Services also maintains a disaster recovery plan for all major systems supported by IT Services. The teams within Technical Services include:

The Database Administration (DBA) team provides support and maintenance for the Oracle Enterprise Database on Exadata the Microsoft SQL Server Enterprise, and PeopleSoft and Campus Solutions. The DBA team also provides support for OmniUpdate and Kuali software as implemented on campus.

The Open Systems Support team supports Linux and Solaris-based systems and storage for ISIS, Blackboard Learn, the campus web presence, SAS, Java application development, authentication with LDAP and Shibboleth, enterprise job scheduling with UC4, WordPress, and other systems. The Open Systems environment includes SPARC-based Solaris servers and virtual servers, Red Hat Enterprise Virtualization and Xen-based Linux clustering, InfiniBand switches, multi-fabric Fibre Channel-based SAN, enterprise HDS-based storage, and Dell Compellent Storage Virtualization.

The Operations Data Center team staffs and supports the Data Center facility 24/7/365. Operations monitors the CRAC units to assure proper cooling for the Data Center, electrical utility, UPS, and generator systems to ensure uninterrupted electrical power. The team maintains secure access to the Data Center and is trained to operate the clean-agent fire suppression system.

Operations also processes production batch jobs, prints output, rotates off-site backup tapes, monitors job flow processes across multiple OS platforms, provides after hours Help Desk support, supports the off-site Disaster Recovery Data Center, and performs general operator funcitons.

The Mainframe Systems team provides support for mainframe components including IBM ZOS, Software AG products, SAS, and large scale batch printing. The environment includes an IMB z10 mainframe, IBM storage, and tape library. The BASIS financial system, which includes both Payroll and General Ledger, runs in the mainframe environment.

Enablement Team

The Enablement Team works with the Associate Directors to advance efforts to establish a cost basis for services and technologies provided by IT Services, advise and implement new services requested by the campus, and facilitate cost reductions and improved success rates for new service implementations. The Enablement Team also assists in the creation of Service Level Agreements for both current services and new technologies.

Security

The Security Team coordinates the development and implementation of the university's information technology security architecture, programs, policies, standards, and guidelines by:

As the university security liaison with law enforcement, as well as federal, state, local, and professional organizations, the Security Team is also responsible for compliance and timely reporting to meet internal and external security requirements.

Information Systems

The Business and Administrative Strategic Information Systems (BASIS) technical team provides analysis, design, implementation, and programming support for the university's integrated suite of business, financial, and human resources software. BASIS application development and implementation is performed on an IBM z/OS mainframe, using Software AG tools which include ADABAS DBMS and Natural. Other tools utilized include UC4, Com-Plete, Printways, and Entire System Server. The BASIS team supports multiple interfaces to access BASIS, including the tn3270 terminal, an administrative interface in webBASIS that parallels the functions used in tn3270, and webBASIS for employees.

The BASIS team develops and supports integrated and often automated systems for individual departments, including FAMIS for Facilities Management and RATEX for the University Bookstore.

The BASIS team also develops and maintains FamaVault and RazorVault (including the universal content management and information rights management systems).

The Data Warehouse Team

The Imaging and Workflow Team supports and maintains the campuswide document repository system emPower, also known as NetFYI, used by administrative and academic departments for secure electronic document storage and retrieval, document workflow, and electronic forms.

In support of this system, the Imaging and Workflow Team also manages the campus implementation of Kofax scanning software, along with locally developed scripts which allow for bulk document processing.

Student Information Systems

The Student Information Systems and Miscellaneous Application Support (SISMISC) team delivers student-related information services to a broad university constituency. While the team also supports local application initiatives using Java and other application development tools, the primary focus is the university's student information system, locally referred to as ISIS (Integrated Student Information System). Other major areas of support are classroom scheduling, AHEIS reporting, applications for admission, Phire migration and versioning for PeopleSoft applications, and data extract and provision for peripheral university applications.

Central Administration

The Central Administration staff provides the administrative functions for IT Services, including personnel, accounting, budgeting, office management, correspondence, coordination of travel details, ordering and distribution of equipment and office supplies, and support to the Vice Chancellor for Information Technology Services. IT Services software site licenses are also managed through Central Administration.