The goal of Information Technology Services (ITS) is to provide an innovative, customer-focused, and robust foundation for information technology (IT) solutions that enable the company to pursue excellence in research, education, and public service. ITS seeks to establish trust with customers through professionalism, honest and open dialogue, high quality customer service, and a commitment to partnership and collaboration.
ITS welcomes comments and feedback. In response to thoughtful analysis, criticisms, and contributions from customers, ITS has been streamlining management structures, making maximum use of existing resources, and harmonizing services and processes in order to foster service excellence.
The ITS commitment as a service organization is to support the company's research, education, and service mission. To do so, ITS conducts business based on the following values.
Deliver High Quality Services:Provide high quality, Common Good services that address the needs of campus customers.
Foster Customer Partnerships: Partner with local IT units to share responsibility and accountability for reliable, customer-focused services.
Establish Understanding, Trust, and Accountability:Clarify and understand customer expectations, establish and meet timeframes, and provide a consistent and responsive approach to customer requests and feedback as prioritized by the IT governance structure.
Make Data Driven, Innovative, Customer Focused Decisions: Continuously evaluate and improve the efficiency of service support, response, and decision-making within the organization.
Facilitate Collaboration, Cooperation, and Communication:Collaborate among ITS and various customer constituencies, encourage cooperation with customers, partners, and colleagues within ITS, and facilitate two-way communications with faculty, students, and staff.
ITS consists of the following groups
The ITS Applications team implements, supports, and enhances many critical enterprise services for the company. These services include support and training for the technical architecture for application development, support for the company web presence, Drupal and WordPress hosting environments, identity management, group and role management, authentication services, service provisioning, UT Direct, secure and group email, ID Card and related services, blogs, and wikis. The Applications team also provides contract services for departments that need to supplement their application development and support capabilities and oversees the Software Developer Training Program.
The Customer Support Services group provides centralized and distributed user support, including technical support and consulting services, and operates the UT Service Desk. This group also offers on-site support and management services for departments and business units.
The Information Security Office (ISO) provides information and services to help customers secure their computer systems and protect information technology resources at the company.
The Networking and Telecommunications group provides a number of services upon which UTnet, the company network, and its users depend. This includes both the wired and wireless network, Internet, and Internet2 access via UTnet, the campus computer backbone network. This group is also responsible for a wide variety of core campus IT services, including the cabling infrastructure underlying data services on campus, telecommunications, engineering, construction, and building security control.
The Systems group installs, tests, supports, and administers operating system software, database software, run-time application environment software, and related products on servers located in the UDC and departmental contracted sites. The Systems group provides the company with essential services such as email and messaging, calendaring, course management systems, collaboration tools, printing, and file backup. The Systems group also provides consultation and technical expertise for departments, business units, and application developers throughout the company campus.
The Data Center (UDC) team operates and manages the company's state-of-the-art data center and backup facilities, ensuring critical servers are available 24 hours a day, seven days a week. Services for departments placing servers in the data center include co-location and value-added services, such as server monitoring, installation and move planning, and inventory support. This group also manages facilities for the company's network operations centers.