The Catholic University of America

Services provided by Technology Services

Background Summary

Technology Services provides computing and network services to students and faculty for their educational and research activities; supports the university's management information systems; manages the campus network; and provides telecommunication, digital media and technical support services.

 

At present, Technology Services is aligned around “Technologies” as is apparent below in the “Background Details” section.  Of note, is that during the calendar year of 2014, we will be undergoing an organizational transformation from this technology driven structure to one of service aligned teams – driven top-down from the Service Portfolio which is currently under construction.

Background Details – Current Technology Clusters

Data Centers. Technology Services works with Facilities and service providers to ensure that university data centers have adequate cooling, power, and protection from fire and water hazards.

Disaster recovery.  Technology Services ensures that backups of central production data exist in the event of system failure. Technology Services identifies, configures and upgrades enterprise backup hardware, software and media to accomplish these backups. Technology Services provides for emergency operation of key production software systems in an alternate data center.  Technology Services ensures that key data is regularly migrated off campus.

Instructional technology. Technology Services provides very limited instructional support and development for faculty, and advises and consults with faculty and researchers in the design, development and implementation of information technology services for teaching and research. The primary activity of the group is maintaining a current and stable Learning Management System for use by the Faculty and Staff.

Network directory services and identity management.  Technology Services configures and maintains all university network directory and identity management services, maintains domain security policies, and creates and maintains network user accounts. Technology Services monitors network directory services functions, and corrects problems as necessary.

Network and Telephone. Technology Services installs and configures all networking equipment for the university, including routers, switches, hubs, wireless access points, network monitoring software to maintain good levels of network reliability and performance, as well as all necessary network security equipment, such as firewalls and network filtering appliances. Technology Services provisions and maintains telephone equipment, voicemail system and office handsets.  Technology Services coordinates campus data and telephone wiring projects and equipment repairs. Technology Services manages the university’s technology relationships with its Internet and telephone service providers.

Office technology.  Technology Services installs and configures desktop computers, network printers and telephones for faculty and staff, and maintains the necessary software on these computers - office productivity suites, web browsers, and other utilities, including security software. Technology Services provisions university-owned notebook computers and other mobile devices for use on the campus network. Technology Services works with the designated vendor to provision and support assigned networked multifunction printer (copier) devices for departments.

Procurement, licensing and maintenance. Technology Services works with the Procurement Office on acquisition of technology products and services. Technology Services ensures that TS-provisioned software is licensed, and that appropriate maintenance contracts or parts sparing are provided for equipment and software.

Residence halls. Technology Services ensures that the network, television, telephone and other technology infrastructure in the residence halls is in working order and providing good performance.  Technology Services configures residence hall technology with a focus on safety and ease of use. Technology Services upgrades and repairs residence hall technology equipment as needed, and coordinates with service providers and other vendors to resolve more serious problems.

Security and Compliance. Technology Services collaborates in the creation of, and the procedures that support, the University’s information centric policies.  The division has responsibility for monitoring the security of all information technology services and provides Incident Response leadership during an event.

Servers and data storage. Technology Services specifies, installs and maintains central server, virtualization/private cloud and storage systems. Technology Services configures equipment operating systems, applies operating system patches and upgrades and monitors system functions and resources, correcting problems as necessary. Technology Services provides guidance to schools and academic departments needing to run servers and storage systems for instructional or research purposes.

Software systems.  Technology Services installs and configures central server applications and related database software and middleware, including enterprise resource planning/business management, learning management, website, email and collaboration systems, applies patches and upgrades, and maintains strong application performance in a secure environment.  Technology Services works closely with university divisions and offices to plan for and identify software system solutions, integrate them into university processes, and manage relationships with hosted/cloud software service providers.  Technology Services monitors central software system functions, and corrects problems as necessary.

 

Technical Support. Technology Services provides telephone and e-mail access to technology service desk services 5x13, walk-in access 5x9, and provides a 24x7 online system for logging and tracking service requests. Technology Services performs necessary on-site provisioning of instructional and office hardware and software, and troubleshooting of TS-provisioned technology. Technology Services provides a free, best-effort carry-in service to assist students with malware and other software problems with their personally-owned computers.  Outside of normal support hours, Technology Services responds to major outages typically affecting multiple campus buildings or university-wide production systems.

Organization Structure

Technology Services is currently aligned to deliver the services outlined above through three sub-divisions and a Business Service center.  These are:

Enterprise Application Services – Current home of the administrative applications and the database administrators.

Operations – Current home of the support for infrastructure (network, telecom, storage and compute), collaboration tools (email, calendaring and file sharing) and the Service Desk operations.

Web, Instructional Technology, Security & Planning – Current home of support for the University’s home-grown CMS and other web applications, administrative support for Blackboard Learn, our security program and project management office.

Please see the Organizational chart for a detailed view of Technology Services.