Services

• Maintain Basic security access for EIS (PeopleSoft, FileStore, ITSS file shares, ImageNow) and other related systems
• Assist with design, configuration and integration of third party software with ACES (Access Control Executive System)
• Act as primary problem management resource for application security
• Provide Account management services including account creation and maintenance

• Hosting and running of applications including, but not limited to, EIS (PeopleSoft), Degree Management System (DARS), Cognos, Hyperion and BlackBoard Analytics
• Application software architecture assessment and consultation
• Installation, Configuration and Administration of Application Software
• Application of software patches & fixes
• Assessment and execution of major software upgrades
• Standards and practice for migration of software customizations and modifications
• Point of contact with vendor technical support
• Production Job definition and scheduling

• Business case development with customer
• Define detailed requirements
• Design solution
• Develop solution with in-house staff or via third party
• Test, implement and provide ongoing support for the application

• System administration and operation of the Zabbix availability and performance monitoring system including user administration and user support.
• Monitoring and reporting of service levels for all systems and applications supported by IT Shared Services.

• EIS (PeopleSoft) based Application Development in support of ITSS governance approved projects
• EIS (PeopleSoft) based web application analysis, design, development, testing, implementation, maintenance, and support services
• User interface design for web-based software applications
• Usability analysis, testing and recommendations including Web Accessibility compliance
• EIS application integration and customizations including security solutions

Contract and Relationship Management with vendor; Handle contractual payments for services rendered. Review and manage contract service levels. Liaison between Advancement Offices and Blackbaud for contract management services.

This hosted product provides Advancement Offices of all three campuses services via the following BlackBaud products: Raiser’s Edge, Gift Processing, Event Management, Donor Prospect Portfolio Management, NetCommunity Web Site and online giving, and Business Intelligence data warehouse

PeopleSoft General Ledger feed (outbound), and Imports of data from ITSS operated Student and Human Resource systems (inbound).

• Provide network connectivity and troubleshooting for IP devices including cameras, door access systems, fire alarms, etc. ,
• Provide server support for Metasys, DNA Fusion and any other required in-house system

Operate the business intelligence Extract Transform Load and associated database infrastructure as well as the Cognos reporting infrastructure to support business intelligence activities across the UNT System Components.

• Annual budget process including preparation, development, negotiating, monitoring, management and reporting requirements
• Cost allocation
• Maintain rolling capital replacement plan
• Employee administrative support; all HR functions for ITSS
• Purchasing services for hardware, software and services
• Payment services for all ITSS services and contractual obligations
• Executive Support

Design, install, upgrade as needed and maintain campus data distribution network providing 10/100 Mbps and 1/10 Gbps connectivity speeds depending on the application requirements. Support sub-netting, segmentation, redundancy, capacity planning, IP address management, equipment evaluation and selection, vendor evaluations and inventory management. Based on customer written specifications for service and schedule information.

• Design, install, upgrade as needed and maintain the campus wireless networks.
• Support redundancy, capacity planning, IP address management, VPN management, day-to-day operation, equipment evaluation and selection, vendor evaluations and inventory management.
• Based on customer written specifications for service and schedule information.

• Conduct requirements/needs analysis for cellular services.
• Negotiate with vendors to provide services, research new vendor offering for mobile integration.
• Review monthly billing statements and process cellular billing.
• UNTHSC
  - Process internal requests/approvals
  - Order requested equipment
  - Process with a $10 fee for each service line (phone number)
  - Provide customer with reports regarding their services

• General Web and Drupal Site provisioning
• 1st and 2nd Level Support for Academic, Administrative, Faculty, etc.
• Module recommendation and installation
• Security and module updates
• Consulting services on Drupal functionality and site building tasks
• Operation of primary web farm (administration, backup, and disaster recovery)

Acquistion and assignment of SSL certificates including renewals​

• Perform research, design,procurementand installation of instructional equipment based on standard configuration (does not cover the cost of equipment or supplies);
• Monitor room equipment to ensure correct operation;
• Perform room equipment repair; (does not cover cost of equipment if not in warranty);
• Perform PC operating system and application maintenance in support of general operation.
• Provide Instructor assistance via telephone or onsite interactions;

• Internal and external government reporting
• IT audit response
• Risk Management
• Governmental Relations
• IT policy development, administration, and enforcement
• IT policy development and administration, compliance reviews and enforcement
• ITSS physical security, records management, website compliance, compliance status reporting, assessment and monitoring of new regulations

• IT compliance and security assessment of information technology vendor agreements and service implementation 
• Education and awareness of departmental and vendor compliance requirements
• Support departments in implementation of vendor compliance processes

• Application infrastructure administration
• Security administration
• Development of customizations and interfaces for the purchased baseline system
• Maintenance support to the functional user departments
• Management and application of major upgrades, patches, and fixes to the purchased application software products
• Development of regular production reports and assistance of users in the development of queries
• Creation of "home grown" solutions for university administration departments
• Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Modifications to CRM system

Oversight logging, reporting & scheduling; support for staff who perform production processing, application and data base management; hardware installation of servers, racks, electrical wiring, cooling, and network cabling in the data centers when requested; environmental monitoring; physical security of all data centers; responsible for electrical/mechanical data center installations; inventory tracking, surplus and secure removal of equipment; network cable installation support

Design, install, upgrade as needed and maintain the data center network providing for critical computing resources (EIS, etc.). Support firewalls, VPNs, load balancing, redundancy, capacity planning, IP address management, day-to-day operation, equipment evaluation and selection, vendor evaluations and inventory management. Any UNTHSC data center network service is based on advance approval in writing by the UNTHSC CIO.

Installation, maintenance and support of the backup infrastructure including D2D, tape and media agent systems; assist with agent installations; assist with area restores; trouble shooting backup/restore issues; storage policy definition and implementation; backup reporting for customer distribution; determination of backup storage and tape requirements; management of offsite storage and media; based on customer written specifications for service and schedule information.

• Installation, configuration and maintenance of storage arrays; installation, configuration and maintenance of datacenter storage networks (both fiber and iSCSI).
• Storage capacity planning; configuration and management of data replication based on classification or customer request; based on customer written specifications for service and schedule information.

• Database, Data Warehousing and Application Integration Administration Services
• Core database support services:
• Includes: Oracle, MSSQL, Essbase databases; installation and configuration; maintenance and support; performance management; database security. 
• Data Warehousing Support Services:
• Database support and ETL Performance for Blackboard Analytics DWH environments; Database support for Legacy DWH databases  Soon to be in queue
• Application Integration Support Services:
• Application integration on database level (DB Links; Linked Servers; Flat File integration mechanisms; SSIS packages)

Operate application system to support UNT degree management.

• Provide IP, software, hardware support through warranty,
• Provide connectivity troubleshooting, consultation services, research, design of digital signage systems
• Provide access control to the content management system

• Directory Services for authentication. Application infrastructure for most services. Permissions for File/Print services, IE, LDAP, AD, shibboleth and radius
• Workstation management PKI/ Certificate services, Microsoft Active Directory Certificate Service, Federation Service (ADFS), System Center Operations Manager (SCOM), Configuration Manager (SCCM), Volume License Service and Account Management System (AMS) web site.

For ITSS enterprise systems, manages the ITSS disaster recovery and business continuity plan (DR/BCP), test the DR/BCP, provides disaster recovery incident response and communication support, maintains the UNT Ready service.

Email, Calendaring, Contacts & Resource Reservation

Provide mass notification of students, faculty and staff at UNT System and each Campus through Blackboard Connect Inc.

• Create Virtual Desktop
• Create Virtual Applications

• Application infrastructure administration
• Security administration
• Development of customizations and interfaces for the purchased baseline system
• Maintenance support to the functional user departments
• Management and application of major upgrades, patches, and fixes to the purchased application software productst
• Development of regular production reports and assistance in the development of queries
• Creation of “home grown” solutions for university administration departments
• Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Modifications to Financial Systems

Manages customer relationships and governance processes, maintains management of the ITSS portfolio of services and provides project management services for all ITSS-delivered services. Develops strategic initiatives from customer submitted business needs.

• Application infrastructure administration
• Security administration
• Development of customizations and interfaces for the purchased baseline system
• Maintenance support to the functional user departments
• Management and application of major upgrades, patches, and fixes to the purchased application software productst
• Development of regular production reports and assistance of users in the development of queries
• Creation of “home grown” solutions for university administration departments
• Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Modifications Human Capital Management Systems

• Assist departments on getting Capturenow license.
• Assist with planning drawer and document structure within department.
• Build Learnmodes for linking based on PeopleSoft pages.
• Build workflow for department based on departmental needs.
• Create custom properties and field as needed.
• Build users, groups, doc types and doc type lists.
• Configure server and security settings for each department. Configure scanners to work with ImageNow.
• Test and troubleshoot scanning and ImageNow issues
• Assist users with adding additional features after initial rollout.

• Customer service request generation
• Incident management tracking
• Change management tracking
• Knowledgebase management

• Information Security Officer roles and responsibilities.
• Security incident response (CERT) and forensic analysis
• Risk assessment and vulnerability scanning services
• Intrusion detection and network monitoring, consultation for risk management decision making
• Consultation on security related compliance issues, consultation on security architecture and secure system design, antivirus/Malware, Encryption, and data leak prevention tool support, distribution, and management
• Security training and awareness
• DIR TAC 202 compliance, monthly and quarterly reporting on aspects of the security program, security research services, policy development, audit response for ITSS-responsible areas in collaboration with campuses

Management of ITSS governance processes, committees and initiative requests. Includes support and operations of all communications, technology and workflow systems required to manage governance processes.

Develop and report metrics measuring the quality and performance of and the satisfaction with IT services.

• Supports IT strategic planning initiatives and assessment measures.
• Manages ITSS travel reimbursement services,  
• Coordinates asset inventories, office moves, renovations, physical access and security (key systems and maintenance, card swipe systems, and alarm systems); develops and manages space and floor plans.
• Acts as Discovery Park building representative and manager of ITSS emergency services and safety coordinator program.  
• Provide physical access and security for guest services

Secure design of IT architecture, structure, systems, applications, databases, and services that address risk, controls, and vulnerability management.

• System Administration and maintenance of Learning Management platforms throughout the UNT System.  Environments include: Blackboard Learn, Canvas.
• Manage Learning Management platform integrations with systems including Peoplesoft and MyLabsPlus.
• Management of archiving and course retention.

Coordinates ITSS website content, supports employee training, and facilitates ITSS communications

Direct support for all Microsoft servers and enterprise applications; risk assessments for all major Microsoft systems; training for application managers; proactive planning and guidance

Contract and Relationship Management with vendor; Handle contractual payments for services rendered.  Review and manage contract service levels.  Liaison between ITSS and vendor for product development, incident and contract management services. Provide configuration support for product to ITSS supported services.

This hosted product provides all three campuses services via the following Mobile application product:

Provide operational support for the campus firewall and VPN services for the data network including firewall rule changes and VPN access control. Support the day-to-day operations and growth of various campus firewalls (currently 48 firewalls across the System) and VPN’s (currently 7 VPN systems across the System) for UNT Denton, Discovery Park, UNT Dallas, UCD, Active Directory and Outlook service, primary and backup data center networks, PCI security compliance network (SCN), maintain and optimize all firewall and VPN rules and upgrade firewall hardware as needed.

• Application infrastructure administration
• Security administration
• Development of customizations and interfaces for the purchased baseline system
• Maintenance support to the functional user departments
• Management and application for major upgrades, patches, and fixes to the purchased application software products
• Development of regular production reports and assistance in the development of queries
• Creation of “home grown” solutions for university administration departments
• Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Modifications to Portals

Manages professional development and IT training programs

Maintains licensing and contract management for existing cross-institutional research software products (e.g., SPSS, SAS, etc.)

Hardware or VM provisioning; OS installation; role enablement, service and role enablement’s have been done; arrange for backups of the server; setup appropriate firewall rules; setup appropriate IPsec rules; communicate the security information about the server to the appropriate department contact; provide access to user department.

• Application administration support is available 8am - 5pm, Monday - Friday.
• Request Logging
• Initial Troubleshooting
• Tier 1 Request Fulfillment/Resolution
• Knowledgebase Management

• Support for mobile devices and tablets is limited to email configuration and VPN configuration as needed.
• Application administration support is available 8am - 5pm, Monday - Friday.  except on scheduled holiday closures. After hours incidents can be logged into our ticket queue for next day resolution.
• Provide Desktop, network printer, peripheral device support and consultation for new software, hardware and technology services. Computer purchase, printer, and peripheral quotes will be provided for replacement and new purchases.
• Repair Dell and Apple PCs while under warranty through vendor.
• File server management and support including monitoring and restoring file backups, and recovery of files stored on supported File Servers.
• Tier two support for network connectivity including network access from the PC to the wall jack.
• Provide user account management, security group access, email distribution group creation, generic email and calendar account creation, desktop computer imaging, software deployment, PC inventory control tracking, remote desktop support, Windows updates and OS support and approved MAC support.
• Application Server support for approved Servers
• Support for mobile devices and tablets is limited to email configuration and VPN configuration as needed.

Develop and administer the execution of ITIL processes in support of the major operational processes in ITSS.

Operation (administration, backup, and disaster recovery) for UNTranet production system, ReDUNtranet - failover for production system, and UNTranetDEV - development and testing system.

Provide UNT System-wide contracting, procurement and initial software distribution of enterprise computing server and desktop software (e.g., Microsoft licenses, Adobe licenses, etc.)

• Application infrastructure administration
• Security administration
• Development of customizations and interfaces for the purchased baseline system
• Maintenance support to the functional user departments
• Management and application of major upgrades, patches, and fixes to the purchased application software products
• Development of regular production reports and assistance of users in the development of queries
• Creation of "home grown" solutions for university administration departments
• Business analyst services in support of configuration, testing, business process design, cross application coordination, and security models

Modifications to Student Systems

Telephone Answering Services are available 7:30am - 5pm, Monday - Friday.

• Transfer inbound calls
• Schedule Conference Calls
• Provide answers to general inquiries (directions, school-related dates, etc)

Install, maintain, contract management, user training, inside plant (wiring), outside plant (wiring), password management (voicemail/UM) records management (station, user, cable, etc.), monthly billing, operator services, move and change services, investigate new options and services (mobile integration, unified communications, VOIP, etc.) and inventory management

• Install, maintain, contract management, user training, inside plant (wiring), outside plant (wiring), circuit orders, billing and support, password management (voicemail / UM), records management (station, user, cable, etc.), monthly billing, move and change services, investigate new options and services and inventory management.
• Service and support for pager services. Service and support for Contact Center (ACD, call center system). CDR for long distance usage.
• Billing service and support for long distance, non-PBX telephone lines and remote offices/clinics.

Voicemail into an email based on usage

Design, install, upgrade as needed and maintain the video conferencing network including the Multipoint Control Unit that allows connections of multiple videoconference sites together. Support day-to-day operation of the network, equipment evaluation and selection and vendor evaluations.

Central design, support and management of virtual server infrastructure, operating systems and associated storage/backup systems.

Design, install, upgrade as needed and maintain the wide area network. Support redundancy, capacity planning, interface to LEARN (Lone Star Education And Research Network) and other service providers, firewall configurations, equipment evaluation and selection, vendor evaluations, inventory management and day-to-day operations.