This collaboration will help align expectations with service provisioning, improve communication, and result in a collection of services that bring value to your intended audiences. Deliver great experiences and enhance productivity with powerful digital workflows across all areas of your business. Level 2 - An intermediate response level after Level 1, when service interruptions occur and are not resolved by Level 1 staff. Quickly scale across the enterprise to create intuitive, connected experiences users love. There are 28 PCs in the lab. Loma Linda University - Information Systems. Technology at MSU - Service Catalog | Michigan State University Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Automate critical operations to provide highly available, reliable services. Drive customer loyalty with connected digital workflows that automate work across departments. Phone services, including voicemail, virtual fax, softphones . 1441 0 obj <>/Encrypt 1427 0 R/Filter/FlateDecode/ID[<751E166A46350C49851857D17DE899FD>]/Index[1426 74]/Info 1425 0 R/Length 89/Prev 725170/Root 1428 0 R/Size 1500/Type/XRef/W[1 2 1]>>stream 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. Emails received outside operational hours will be returned/addressed within the first hour of the next available listed day/hour. Complete our ticket form and we'll be with you as soon as we can. Might also include payroll and benefits administration systems. 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. Additional maintenance windows are scheduled quarterly. PDF The Higher Education IT Service Catalog - EDUCAUSE Library Point of contact for students, faculty and staff that use. Deliver products and services through a user-friendly interface. Description. Permissions to access the data are established by the Network Administrator. At CIT, our catalog contains services that are available tofaculty,students, alumni, and non-technicalstaffor IT professionals. Includes learning management systems and other learning platforms, as well as services that provide on-demand, usually modular skills-based learning to employees and/or students. Software that enables voice over the Internet Protocol (VoIP) telephone calls. Discover how to create value faster with the Now Platform Utah release. 2023 University of Houston. Proactively monitor the health of your networks and services to prevent downtime. Services generally have ageneric name that identifies the capabilitythey provide. A photo scanner is available. The Higher Education IT Service Catalog Model. Includes support for the associated operating system, hardware, and systems that provide enterprise management of computing devices. Embrace hyperautomation to modernize and innovate across the enterprise. While these are essential actions, customers wouldn't consider them discrete services in their own right. Level 1 service provides basic support and troubleshooting. IT Service Catalog | Information Technology PDF The Higher Education IT Service Catalog - EDUCAUSE Library The name by which the catalog users know the service. Includes data center services, database management, network and connectivity management, and server and storage management. Each service in the catalog has a service record containingits service attributes. Identity and access management, including accounts, authentication, access, and role-based provisioning at the enterprise level. Call 603-862-4242. The portfolio allows us to understand the costs associated with delivering a service. If the device is off-campus during a maintenance window, patching and updating for the device will occur when it is back on campus during the next regular maintenance window. Tallahassee, FL 32306, FSU Directory Assistance This shared support is negotiated through a Service Level Agreement with IT. Dozens of applications. All maintenance windows are scheduled to occur when the equipment is not in use so that it does not create a disruption to service. Securing the laptops is the responsibility of IT and they are secured in designated areas. Alumni portals and offerings that support university and college advancement and development. Includes IT service management; ticket management; operations, business, sales, and marketing management platforms; document and signature management services; customer relationship management; job scheduling; and workflow management. KAwK/DLS@"}sr%`5V,N>+-tt;%_+Z-dq@^,E`~k4D*|2$q5xdT[rF2} jMnk3%nq Save catalog items to your wish list and visit them later to complete the ordering process. Polling and survey offerings used to solicit feedback from a group of individuals for academic or business purposes. Includes the maintenance and provisioning of core storage capabilities such as server storage and database backups. Includes contract reviews and risk assessments. Automate the end-to-end lifecycle for software, hardware, and cloud assets to optimize costs while reducing risk. The lab has 27 workstations, which require a CougarNet account to use. The model provided here is a three-tiered approach, with a fourth section defining key attributes for services and service offerings (see figure 4). FSU email is a free, cloud-based service available to all FSU students, faculty, staff and select courtesy appointees. IT provides audiovisual (AV) services for the students, faculty and staff in academic programs, as well as for special events. Services providing instructional technology and resources directly supporting teaching and learning. Current category. In theory, it could be the same productwith different license agreements and charging models. This service includes: The open computer lab is always available for students during operational hours. Software acquisition is made through UH resources or through vendors. Provide employees with an intuitive self-service portal that works on all their devices. 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). (Core Research), Online Application Forms The gateway to the catalog is thetechnology.berkeley.eduhome page and currently includes services offered by the Office of the CIO (OCIO), Information Services and Technology (IST), Educational Technology Services (ETS), Research IT (RIT), Student Affairs IT (SAIT), and IT Client Services IT (ITCS). Your FSUID is your username for signing in and accessing many Florida State University systems and resources. The intent is to foster understanding of the catalog contents by presenting them in a way that makes sense in the higher education environment . Use this service to report a service outage or degradation of services. Instructions for requesting support (e.g., help with using the service or reporting a service issue). Unite people, systems, and processes to exceed customer expectations. Give people access to any business service they need through a single, easy-to-use portal. Knowledge 2024 is coming May 79. 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. Increase agility across the organization. This service includes: Mobile computing services consist of laptop computers and tablet devices with affiliated power adaptors, mice (for laptops) and other peripherals. Start building your service catalog by reviewing and using the model categories and taxonomy provided below. The particular attributes that are presented to the person reading the service catalog might change depending on that person's role within the institution. Videoconferencing is available in several rooms in the Albert & Mamie George Building and Brazos Hall. Pointers to service documentation, service policies, FAQs, training materials, etc. 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. The ITS service catalog is designed to make it easy to find information about and request university IT services in just a couple clicks. Telephony, including voice/VoIP, teleconferencing, and web conferencing hosted either in cloud or on-premises. To put into context, the service catalog is the customer-facing portion of thelarger service portfolio. 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. Tallahassee, FL 32310, Florida State University Ensuring that faculty and other course creators have the knowledge and assistance they need to optimize their effectiveness in using teaching and learning technologies, including e-text development and online course development. Laptops for special events are secured in carrying cases, which are tagged and labeled. Period of time designated in advance, during which preventive maintenance that could cause disruption of service may be performed. Services that support access and use of community members' devices and related peripherals. Some services exist only in the portfoliobecause they'reapplication- or technology-based andoperatebehind the scenes toenable the delivery of customer-facing services. Includes application-based, online, and device-specific polling or survey systems. None for UH at Sugar Land computers and devices. Each service description outlines the service levels, maintenance windows, costs and the IT group (s) responsible for supporting the service. Deliver the right experience to employees anywhere. Faronics DeepFreeze is a security program which protects the original image of the computer. Maintenance windows are set by UIT and Windstream Communications. Sinceservices represent capabilities,they are often generic, such as "printing"or "telephone." The gear is typically commodity Intel or AMD processors, however some of the nodes include special purpose resources including larger memory (RAM), GPU and multi-GPU nodes . Includes advanced or specialized applications, such as plotting, visualization, modeling, rendering, animation, graphics programming, and image manipulation. Group within IT that is responsible for all network centric technology 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. The world works with ServiceNow. The systems can share content and streaming videos as well as have an electronic whiteboard and annotation capability. Louisiana State University and Agricultural & Mechanical College - Information Technology Services. Consultation and integration services, when offered as a consolidated service. Since the services are operational all hours every day, they are scheduled to occur during periods with the least users. 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. Features. (SurveyMonkey Apply), Virtual Private Network IT provides a standardized hardware and software platform for the computing needs of the campus staff, come and go faculty areas and general classrooms. a switch network infrastructure with internal wired connection speeds between 100Mb (megabit) and 1Gb (gigabit), an 802.11ac wireless network infrastructure with internal connection speeds at the access point of up to 1Gb, a primary off-campus fiber connection with speeds up to 1Gb, a backup off-campus fiber connection with speeds up to 1Gb if the 1Gb primary connection is unavailable, Level 3: UH UIT Cisco, (switches and access points) and Phonoscope Cable, ICTX (external fiber), shared tasks, contacts, calendars, announcements and link lists, online access to Excel, Access and Visio documents, IP phone, long distance and voicemail service, integration with Microsoft Exchange for calendar and contacts, Level 2: UH UIT (UC, other telecom), Windstream Communications (Centrex), Level 3: UH UIT (UC, other telecom), Windstream Communications (Centrex). Service Catalog. Make it easy for requesters to get services they need, when they need them, using the Virtual Agent. The serviceand its service offeringsshouldrepresent the whole package, so that the customer isn't being expected toconsider specific costs or risks associated with the business capability the service provides. 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. ServiceNow Deployment | IT@SDSU | San Diego State University IT also provides protection on the computers against virus and malicious software (malware) infection. Duo has a new look. Attributes include: The service portfolio is a comprehensive view of all services. Consulting unrelated to a specific technology service, such as business process streamlining, business relationship management, and business analysis. Streamline your response with machine learning and advanced analytics. The IT Service Desk is available during the following operational hours: Calls received outside operational hours will be answered by the departmental voicemail system; departmental voicemails will be returned/addressed within the first hour of the next working day. The maintenance windows are set by UH UIT. Aliases might exist for the service name so that it can be found by other names (e.g., the institution's branded name, product name, or other commonly used names). Service namesneed toreflectthe value the serviceprovidesto the customer. Security assessment, education, and awareness of campus security requirements, policies, and guidelines. Make products and services discoverable via self-service, with a visual, guided design experience. This article applies to: IT Service Management Program. 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. Group within IT that is responsible for all technology services that are utilized by an end user. 1499 0 obj <>stream Quickly connect workflows to critical business systems and simplify cross-enterprise automation. Automate service operations to enhance productivity and give employees a superior work experience. Assessing or enabling accessibility of academic software, enterprise applications, or electronic/digital resources. Service Catalog. This includes: An external vendor, Windstream Communications, provides central exchange analog services (Centrex) for the campuses dedicated emergency lines. Johns Hopkins University - Information Technology (IT@JH) Lafayette College - Information Technology Services. Need assistance with an IT@Cornell service. Operational hours may be modified when classes are not in session and any modified schedule will be posted at the IT Service Desk in AMG 304. If you are a prospective student, parent, alumni, vendor, etc. Both labs have 36 workstations. The Service Catalog, Service Portfolio, and What "Service" Means We plan to continue adding services offered bycampus IT partnersin the future to make the catalog as comprehensive as possible. They are multipurpose classrooms for general classes and classes needing computing resources. Develop innovative solutions with a modern service provider platform. Formerly Lightstep. Might include accessibility reviews, defining standards, analysis, or end-user training/awareness. Improve resilience and uptime with a single system of action. One sign in. Connect existing security tools with a security orchestration, automation, and response engine to quickly resolve incidents. Purchasing consultation, hardware procurement, device refresh, leasing, and technology recycling. 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. Groups includes Administration, Campus Academic Services, Communications, Development & Community Outreach, Facilities Operations, Information Technology and Safety & Security. Build the future of IT with digital workflows on a single, unified platform. Example 1 is more "future proof"but applies more to if there areparticular offerings with different use cases, needs, customers, or varying costs beingcharged tocustomers. Campus Services Specific to a Program or Function are provided by a UH college, division or department and are not listed in this IT Service Catalog. Enable better decision-making to deliver optimized government services. Business Continuity and Disaster Recovery. Assessment Systems and Learning Analytics. Let catalog administrators write automated tests to validate their catalog items. vw{)JJM_}5T`Mw?|akR9`?z Systems used to secure and facilitate research funding and compliance. The maintenance window for ResSched occurs during non-operational hours so that it does not create a disruption to service. Find answers, get help, and make requests across departments from a single, native mobile app. Notification is provided to IT if an emergency window is scheduled to address a network impacting incident. Service Catalog - ServiceHub - UC Davis These services are organized into both curated collections and an A - Z list. This product was formerly known as IT Business Management (ITBM). It is then uploaded and remotely managed by a central server that handles editing and scheduling of sign changes. In the catalog, services and their service offerings are organized into top-level service categories. Offerings that respond to, remediate, and seek to prevent security incidents and vulnerabilities. Make the most out of your ServiceNow investment. Alongside its greenish-black head, back and wings, it has a gray collar and chest in addition to all dark wings and tail. Enable the new world of hybrid work and support a safe working environment. A database or structured Document with information about all Live IT Services, including those available for Deployment. Installation of software on all other computers is done when the applicable room is not scheduled for use. Includes business capability and process automation, financial and procurement systems, human resource systems, library systems, and student information systems. Get the support and tools you need for every step of your upgrade journey. q[~rXgDN`3d_pcFQMENRV;\# 8e"n>.&]u5QGPnWRbJiJ(X>'s6 . It consists of: Both the primary and backup fiber connections are provided by an external vendor. Embed risk-informed decisions into daily work across the enterprise for improved business resilience. These categories are a logical grouping of services with similarcapabilities. Move global business services up the value chain to expand scope and scale. Connect the ordering lifecycle from order capture to fulfillment. Popular Microsoft Office 365 tools offered to OHIO students, faculty, and staff Expand Phones. it service catalog | Information Technology - University of New Hampshire The process does not create a disruption to service. Tablet devices for campus staff require the end user to secure the tablet according to the IT Tablet Computing Device Use and Support Policy. Johns Hopkins University - Krieger Information Technology. Depending on the maturity of the institution's service catalog and service management program, some attributes might be required and others just suggestions. Empower citizen developers with low-code tools for building apps at scale. The Service Catalog is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business; and supporting services required by the service provider to deliver customer-facing services. Any prerequisites for using the service (e.g., approvals, training, compliance requirements, and other services). Service Offering 1: ServiceTool (Brand name of firsttool) Connect your enterprise and modernize operations to transform your business. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. These services may have service offerings associated with them that are more specific, such as a local printerornetwork printer for the service of printing, or voicemail ordesk phone for the telephone service. (Four Winds Interactive FWI Cloud), Gartner Higher Education Reference Categories (9) . UIT provides Skype for Business Unified Communications (UC) services for campus staff and UH college faculty and staff. None, unless negotiated costs are specified in an SLA for specifications design, cost development, project management or procurement services provided for a UH college, division or department. The maintenance window for all room equipment is scheduled when there are no events, so that it does not create a disruption to service. To submit a ticket for assistance, please e-mail hcomtech@ohio.edu. Includes acquisitions, catalog, circulation, serials, a public user interface, interlibrary loan, discovery tools, and infrastructure services specific to library systems. While similar to adults, juveniles lack a red face as well as gray collar and chest. Review the full catalog of products and services, plus make and approve requestsall on the go. Project portfolio management and related project management services. UIT provides collaboration and document management for students, faculty and staff through its SharePoint portal and SharePoint Online. The maintenance window for the K-1100 and K-2100 appliances, including updating, occurs after operational hours and does not create a disruption to service. Service Catalog - University of Oregon The maintenance window occurs each week on: All updates are automated and occur after operational hours. Might include concierge support or special event service delivery. Let employees and customers request catalog items such as service and product offerings on their own. Deliver products and services through a user-friendly interface. Bring front, middle, and back offices together to proactively address issues and automate common requests. Includes network security, system security, application security, and threat monitoring and management. Offerings that relate to the management of academic course materials (e.g., videos, documents, spreadsheets) and that facilitate teaching and learning using online portals. Maintenance windows are set by UIT and the contracted vendors. Services that provide security, data integrity, and compliance for institutional activities. 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. Most of these compute nodes are owned by individual research groups. 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. 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.