OIT Divisions

Student & Academic Services

Provides services for campus faculty and student communities.  Act as a fast moving, nimble technology partner in conjunction with the evolving educational and research needs.  Support educational technology, research computing, and broad student services.

Division Responsibilities

Key Role(s)

Consists of all centralized IT support for the campus faculty and student communities. Acts as a fast moving, nimble technology partner in conjunction with the evolving needs of faculty and students.

Campus Clients

Serves large communities of campus constituents across campus, but primarily focused on the services supporting academic staff, faculty and student needs.

Objectives

Identify functionality and manageability requirements for instructional technology, plus support of centralized student technology needs. Apply application and technical skills to quickly resolve incidents.

Specific Responsibilities

Plays a key leadership role in the technical design, planning and operationalizing of instructional support services being centrally provided for academic staff, faculty and students. Additionally, supports other academic and student needs through a central commodity services model. Such responsibilities include:

  • Participation in project design reviews, with ownership on the final deliverable.
  • Participation in new academic initiatives that require OIT as a stakeholder.
  • Ownership of (technology only) strategic planning for academic/student services.
  • Provides project commodity services based upon campus wide need.
  • Provides technical consultation during service incidents or event pre-planning.
  • Continually engages with academic community to identify emerging needs and their technology components.
  • Support faculty research through effective and low cost services.

Notes

Primarily this group originates from Gartner IT best practices and research derived from industry and peer IT institutions in higher education. May overlap with Enterprise Applications and Enterprise Infrastructure groups.

Central Services

Provides “internal” OIT services that are universal constructs for other services provided externally.  Major examples are data management, security, project management, quality assurance, and enterprise architecture.

Division Responsibilities

Key Role(s)

Provide central OIT services that are universal constructs for other services provided externally. Major examples are data, security, project management, quality assurance, and enterprise architecture.

Campus Clients

Work primarily with OIT and campus IT groups to establish overarching standards and common platforms that facilitate advanced and flexible enterprise integration.

Objectives

Plan, implement and maintain efficient and flexible enterprise architecture which is well designed, resilient and cost effective. Design highly scalable and repeatable methodologies for service support across the enterprise. Apply technical skills and institutional knowledge in response to incidents.

Specific Responsibilities

Plays a key leadership role in the technical design, planning and operationalizing of enterprise architecture as it relates to campus IT services. Additionally, supports other internal/external IT service providers through the central commodity services model. Such responsibilities include:

  • Participation in project design reviews, with ownership on the final deliverable.
  • Participation in security reviews and audits with ownership on the final deliverable.
  • Participation in IT audits.
  • Conducts periodic reviews of technical standards across the enterprise.
  • Ownership of master data management and capability modeling
  • Ownership of SDLC and ITILC local frameworks and controls.
  • Ownership of (technology only) strategic planning.
  • Provides project commodity services based upon department wide need.
  • Provides technical consultation during service incidents or event pre-planning.

Notes

Primarily this group originates from Gartner IT best practices and research derived from industry and peer IT institutions in higher education. May overlap with Enterprise Applications and Enterprise Infrastructure groups.

Client Services

Serves as the central point of contact between the campus user and IT service management. Provide help-desk and desktop support; handle incidents, requests and support of process activities. Coordinate overall broad campus communication.

Division Responsibilities

Key Role(s)

Serves as the central point of contact between the campus user and IT service management. Handles incidents, requests and support of process activities. Also will perform broadcasts and handles special communications and messaging in support of OIT activities with campus.

Campus Clients

Serves as the campus facing portion of OIT responsible for the inbound and outbound communication regarding IT services and service requests.

Objectives

Provides first line of support for enterprise services, facilitates communication between IT and campus during service incidents and events, accepts and processes requests to IT service providers.

Specific Responsibilities

  • Logging all incidents and requests, categorizing and prioritizing them
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests, escalating as appropriate and closing them when the user is satisfied
  • Keeping users informed of the status of services, incidents and requests.

There are many ways of structuring and organizing service desks, including:

  • Local service desk: physically close to the users
  • Centralized service desk: allows fewer staff to deal with a higher volume of Calls.
  • Virtual service desk: staff are in many locations but appear to the users to be a single team.
  • Follow the sun: Service Desks in different time zones give 24-hour coverage by passing calls to a location where staff are working.

Notes

Primarily this group originates from ITIL v3 as a core function of IT service management. May overlap with Enterprise Central Services group.

Enterprise Applications

Manages campus-wide and unit applications through their lifecycle. Help design, test and improve applications. Identify manageability and functionality requirements for application software. Provide application support and improvements.

Division Responsibilities

Key Role(s)

Manages applications through their lifecycle. Helps design, test and improve applications.

Campus Clients

Serve large communities of campus constituents across campus, but primarily focused on the administrative the functions supporting students, faculty and staff needs.

Objectives

Identify manageability and functionality requirements for application software. Assist in the design and development of applications. Provide application support and improvements. Apply application skills to quickly resolve incidents.

Specific Responsibilities

Application management is responsible for managing applications throughout their lifecycle. They are the custodians of the technical knowledge and expertise pertaining to the applications. They work alongside technical management providing the knowledge to resources supporting the IT services. It is common in many organizations to refer to applications as services, but applications are just one component needed to provide a service. Each application may support more than one service, and each service may make use of many applications. This is especially true for modern service providers who create shared services based on service-oriented architectures.

Application management works closely with application development but is a distinct function with a different role. Activities carried out by application management are the same or similar to those described for technical management but with an application bias.

Application Management includes all the people who provide technical expertise and management of applications. As such they carry out a very similar role to Technical Management, but with a focus on software applications rather than infrastructure. It is common in many organizations to refer to applications as services, but applications are just one component needed to provide a service. Each application may support more than one service, and each service may make use of many applications. This is especially true for modern service providers who create shared services based on service- oriented architectures. Application Management works closely with Development, but is a distinct function with different roles. Activities carried out by Application Management are similar to those described above for Technical Management. Application Management is usually organized by the lines of business that each team supports.

Notes

Primarily this group originates from ITIL v3 as a core function of IT service management. May overlap with Academic & Student Support and Enterprise Infrastructure.

Enterprise Infrastructure

Provides data center, server, network, telephone and related campus infrastructure. Plan, implement and maintain stable IT infrastructure which is well designed, resilient and cost effective.

Division Responsibilities

Key Role(s)

Custodian on all infrastructure knowledge and expertise. Provides resources needed to support services and manage IT infrastructure.

Campus Clients

Serve large communities of campus constituents across campus for commodity services, but heavily focused on the OIT infrastructure needs in the form of centrally available services.

Objectives

Plan, implement and maintain stable IT infrastructure which are well designed, resilient and cost effective. Use technical skills to quickly diagnose and resolve failures.

Specific Responsibilities

Technical Management

Infrastructure Management includes all the people who provide technical expertise and management of the IT infrastructure. Infrastructure Management helps to plan, implement and maintain a stable technical infrastructure and ensure that required resources and expertise are in place to design, build, transition, operate and improve the IT services and supporting technology.

Activities carried out by Infrastructure Management include:

  • Identifying knowledge and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices.
  • Contributing to service design, service transition or continual service improvement projects.
  • Assistance with service management processes, helping to define standards and tools, and undertaking activities such as the evaluation of change requests.
  • Assistance with the management of contracts and vendors.

Infrastructure Management is usually organized based on the infrastructure that each team supports.

 IT Operations

IT operations management is the term used to mean the department, group or team of people responsible for performing the organization’s day-to-day operational activities. The role of IT operations management is to execute the ongoing activities and procedures required to manage and maintain the IT infrastructure to deliver and support the IT services at the agreed levels.

IT operations management includes two sub-functions:

  •  IT operation control is usually staffed by shifts of operators who carry out routine operational tasks. They provide centralized monitoring and control of the operational activities and events in the IT infrastructure, usually from an operations bridge or network operations center.
  • Facilities management is responsible for management of the physical IT environment, typically data centers, computer rooms and recovery sites. Facilities management may also coordinate large-scale projects, such as data center consolidation or server consolidation.

Notes

Primarily this group originates from ITIL v3 as a core function of IT service management. May overlap with Enterprise Application and Enterprise Central Services group.

Business Services

Provides internal OIT human resource, financial, and other administrative support.

Division Responsibilities

Key Role(s)

Manages the operational business needs of OIT which include finance, HR, payroll, facilities and administration.

Campus Clients

Serves as the financial and HR liaison with central offices on campus. Also works internally within OIT to assist staff/management with HR and budgetary activities.

Objectives

Manages the budgets (both operational and project based) for OIT and all corresponding procurement and payment activities. Manages the administrative, human resource and facilities needs for OIT. Coordinates events and logistics for department initiatives.

Specific Responsibilities

  • Coordinates events and logistics
  • Manages annual budget and has fiscal closing responsibility.
  • Responsible for the administrative needs of the department
  • Manages the HR obligations for OIT and coordinates with staff/management
  • Manages space, equipment and facilities needs for the department.
  • Responsibility for employee onboarding, offboarding and payroll.

Notes

Primarily this group originates from Gartner IT best practices and research derived from industry and peer IT institutions in higher education.

 

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