The design, maintenance, and support of the capabilities, tools, and service points necessary for delivering reliable IT services and end-user support.

Services (7)

Change Management

Change Management effectively controls the lifecycle of all modifications to IT infrastructure and enterprise application services through standardized methods and procedures. The primary objective is to enable beneficial changes to be made with minimum disruption.

Communications and Documentation

The scope of this service includes the development and delivery of IT communications related to delivery of IT services. This might include communications related to system changes, service offerings, or service outages (planned or unplanned). Functionally, it also includes maintenance of support documentation and/or the service catalog.

IT Service Delivery and Support

This service incorporates the design and maintenance of the capabilities, tools, and service points needed to deliver IT services and provide end-user support including service desks, call centers, online support and in person delivery as may be required. We ensure that all necessary resources are in place to handle service requests, resolve incidents, and address any technical issues promptly and efficiently. With a focus on user satisfaction, we strive to deliver seamless IT support and maintain a robust IT infrastructure to meet the evolving needs of our university community.

Knowledge Management

Knowledge Management is a service provided by ITS to gather, analyze, store and share knowledge about the use of information and the application of supported technology. The primary goal is to improve efficiency by reducing the need to rediscover knowledge.

Problem Management

This service involves a systematic approach to identify, analyze, and address the root causes of problems to prevent recurring incidents. It encompasses the entire problem management lifecycle, including problem identification, logging, prioritization, investigation, diagnosis, resolution, and proactive measures to minimize future disruptions. It includes the activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution to those problems through the appropriate control procedures, especially Change Management and Release Management.

Project Management

Using a standard methodology, this service defines schedules and manages projects involving multiple departments across the University.

Release Management

This service provides comprehensive, systematic approach to managing updates and new releases of software applications and information systems that are under the centralized administration of the University’s Information Technology Services Organization.