University of Wisconsin–Madison

IT Service Inventory Review

An IT services inventory was completed in mid-2017. It revealed as many as 1500 IT services offered by several units across the UW-Madison campus. An initial review of those services revealed 20 generic services categories. The bar chart below indicates the top 20 service categories based on how many UW IT services map to each category.

Top 20 Generic Service Categories

20 generic service categories with a count of how many campus IT services fall into each category

  • Endpoint Management/Device Support: 164
  • Help Desk: 102
  • Line of Business Application: 92
  • Application Design/Development: 92
  • Application Deployment/Management: 92
  • Consulting/Advising: 91
  • Audio Visual Support: 85
  • Printing Services: 79
  • File Share: 79
  • Website Content Development/Maintenance: 71
  • Security – Monitoring: 71
  • Website Hosting: 53
  • Specialized Need Software: 50
  • Server/Infrastructure Management: 50
  • Equipment Circulation of Rental: 48
  • Application Maintenance/Support: 46
  • Access Management: 38
  • Domain Consulting: 37

Categories and Definitions

Subsequent analysis winnowed this list down to the following 8 specific categories:

  • Administrative and Business

    Enterprise and local services that support the administrative and business functions of an institution. Includes analytics, business intelligence, reporting, finance, human resources, student information systems, advancement, research administration, and conference and event management. Includes:

    Billing
    Tools that support billing and invoicing. Does not include general purpose software like Excel or other office desktop tools
    Business Intelligence
    Collection, analysis, and presentation of data for internal use. Does not include data analysis for research purposes.
    Compliance Support
    Systems to support adherence to established standards and regulations. Includes ADA, NCAA compliance, for example; does not include restricted data compliance (see Security – Restricted Data Compliance). Also Includes systems to certify and track the certifications of individuals.
    Grant Application and Management
    Applications that support applying for grants and/or managing grants that are received.
    IT Management
    Administrative activities associated with running IT. Includes budgeting, hiring, staff management, etc.
    Line of Business Application (LOB)
    Application used to carry out the mission (“Line of Business”) of the unit. Used when the application does not fit into another category.
    Point of Sale
    Support for selling merchandise or services, including collecting payments via credit cards.
    Purchasing Services
    Tools for supporting Purchasing.
  • Communication and Collaboration

    IT services that facilitate institutional communication and collaboration needs. Includes e-mail, calendaring, telephony/VoIP, video/web conferencing, unified communications, web content management system, web application development and hosting, and media development. Includes:

    Appointment Scheduling
    Automated tools for scheduling appointments (for example, students meeting with advisors), including managing availability schedules.
    Audio Visual Support
    Installation, maintenance, repair, and instruction of audio and visual equipment
    Automatic Call Distribution
    Systems for automatically distributing telephone calls to the appropriate recipients.
    Calendar
    Administering electronic calendars, including Office 365 calendaring. Does not include routine support of calendaring clients.
    Digital Signage
    Any electronic monitor in a public area that displays information for building visitors or residents.
    Document Management
    System that provide ability to store and retrieve documents and other informational materials. Includes scanning of documents into digital images.
    Email
    Administrative support for email, including Office 365 email. Does not include routine support for email clients.
    Email Lists
    Management of email lists, including both use of WiscList and providing email list services.
    Emergency Notification
    Instant, high-priority communication out to a group. WiscAlerts, for example. Includes tools for collecting emergency contact information from students, staff, faculty.
    Event Scheduling/Mgmt
    Includes conference and resource scheduling (e.g., Memorial Union, Housing, DoIT, CPED, and OCPD). May including space management, registration, food, logistics, task lists, and billing, for example. Includes tools for managing conferences or events that go beyond scheduling, such as managing registrations, food, etc.
    Graphic Design
    Creation of graphics, wherever they are used.
    Knowledge Base
    A substantial collection of informational web pages, regardless of how they are managed. Includes Wiki documentation.
    Media Production
    Creation of videos, multimedia presentations, etc. Includes media transfer. Does not include lecture capture, AV support, and streaming.
    Portal
    An Information portal, such as My UW-Madison. A portal is a starting site for users when they get connected to the Web or that users tend to visit as an anchor site, which anchors a set of available services.
    Resource Scheduling
    Systems for scheduling resources like equipment or conference rooms. Does not include scheduling of people.
    Survey
    Creation and distribution of surveys. Includes data collection and very basic analysis (such as provided by Qualtrics).
    Teleconferencing
    Support for conferences involving groups or individuals in remote locations.
    Telephony
    Support for communication by telephone, including VoIP and cell phones.
    Television
    Services and infrastructure for providing support for television and cable services.
    Video Capture
    Tools for capturing video and disseminating the results.
    Website Content Development/Maint
    Creating or maintaining content for existing web sites. Also includes content for twitter, Facebook, and other social media. Does not include simply providing a Content Management System.
    Website Design
    Creating the base design for web sites, including art, structure, and code required to implement them. Does not include creating content for existing designs or web applications. See Application design/development for new software development.
  • End-Point Computing

    Services that enable community members to do their day-to-day work, including providing access to enterprise services. Includes network access, user file storage, end-point computing backup solutions, desktop virtualization, computer labs, and printing. Includes:

    Application Deployment/Mgmt
    Processes required to make applications available to users, including procurement, licensing, distribution, and updating.
    Endpoint Mgmt/ Device Support
    Manage the complete lifecycle for a diverse array of endpoint systems and devices, including desktops, laptops, Chromebooks, mobile devices, virtual workspaces and network-connected non-computing devices. This would include remote desktop management tools. Includes software and other tools used to detect or remove malware.
    Equipment Circulation or Rental
    Provide customers with access to a managed set of equipment on a temporary basis. Includes check-in and check-out process for users of the equipment.
    Equipment Repair
    Repair or refurbish IT equipment, excluding instruments or lab equipment
    Printing Services
    Providing local, or LAN based printing and/or scanning (e.g. to email, file share, etc.) via queue or direct IP.
    Remote Access
    Tools that allow customers to use resources remotely, such as VPN or Remote Desktop.
  • Infrastructure

    Enterprise-level hardware, software, systems, and network infrastructure that provide underlying support for institutional activities. Includes data centers, network backbone, wireless, central storage and system backup solutions, server virtualization, and systems management and operations. Includes:

    Asset Management
    Tools for managing assets, including computer hardware.
    Backup/Recovery
    Tools for backing up data and restoring it when needed.
    Computer Co-Location
    Providing data center space and infrastructure for customers to rack hardware, e.g. servers, SAN, etc.
    Data Archive
    Storage for data no longer in active use but which must be preserved; also the process for moving that data into that storage.
    Data Center
    Providing a space with the necessary infrastructure for servers and other hardware. The data center are generally control environmental conditions with security access. Center can be classified at a tier level scale from 1 to 4.
    Database Hosting/Management
    Underlying hardware and software required to run databases, includes ongoing management and support.
    File Share
    Includes network directory share, Box, Google docs, SharePoint, etc. This includes structured disk space and data storage.
    Network Management
    Includes monitoring, data jack management, router configuration, network infrastructure, and firewall management.
    Server and Infrastructure Management
    Managing the complete lifecycle for servers and related hardware, including storage systems, and monitoring services.
    Ticketing
    A system for tracking service requests or incidents. Mostly used by help desks but not always.
    URL Shortening
    Shorten lengthy URLs which allows for redirecting web address to another name.
    Version Control
    Repositories, check-in/check-out, and versioning of files, including software code.
    VM Hosting/Management
    Hosting and managing virtual machines.
    Website Hosting
    Hosting web sites, including the necessary server(s) and storage. Includes hosting web Content Management Systems such as WordPress.
  • IT Professional Services

    Services that are consultative in nature, in contrast to the other categories, which tend to be technology based; these may be a combination of customer-facing and non-customer-facing services. Includes IT training, consulting/advisory services, business continuity/disaster recovery, enterprise architecture, portfolio/project management, and ITSM. Includes:

    Application Design/Development
    Creation of custom-built applications. Includes web apps, standalone apps, etc. Includes software and load testing.
    Application Maint/Support
    Ongoing design, maintenance, and technical support for existing custom-built applications. Includes web apps, standalone apps, etc.
    Application Monitoring/Mgmt
    Service to protect software application systems by maintaining performance, uptime, and patches. Includes database administration functions.
    Business Analysis
    “The practice of enabling change in an enterprise by defining needs and recommending solutions that deliver value to stakeholders.”
    Cloud Service Brokering
    Supporting the use of Cloud Services by managing relationships and resolving issues with cloud service providers
    Consulting and Advising
    Providing guidance to customers on subjects relating to IT. Does not include Domain Consulting.
    Data Analysis & Visualization
    Data analysis performed by IT staff, including specialized software and hardware for data visualization, graphs, molecular modeling, etc.. Does not include Business Intelligence.
    Domain Consulting
    Consulting on the use of IT in a specific domain, including both research domains and instruction. Normally provided by domain experts embedded in IT units. Responsible for building a bridge between customers and IT. Services provided by DoIT AT, Center for High Throughput Computing are examples.
    Help Desk
    Point of contact for users to report incidents and request services with regular hours and contact procedures. Includes request in take, resolution and tracking process.
    Project Management
    Initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria.
    Service/Project Portfolio Mgmt
    The centralized management of the processes, methods, and technologies used by project managers and project management offices (PMOs) to analyze and collectively manage current or proposed projects based on numerous key characteristics. Includes creating and maintaining a Service Catalog and a Service Portfolio.
  • Research

    Services supporting the institution’s research activities, including specialized storage and computation, high-performance computing (HPC), visualization, and lab-management systems. Includes:

    Computation Server
    A server used by customers for computation or to run specialized software. Includes clusters of servers if customers use them one at a time.
    Electronic Lab Notebooks
    Electronic replacement for physical lab notebooks used for documenting experiments, etc. type events. This may include specialized hardware or software to capture the process.
    Lab Instrument Data Collection & Support
    Supporting computers connected to lab instruments used for data collection.
    Parallel Computing Cluster – Loosely Coupled
    A cluster of servers used for loosely coupled parallel computing, such as an HTCondor flock, for high-throughput computing.
    Parallel Computing Cluster – Tightly Coupled
    A cluster of servers used for tightly coupled parallel computing for high-performance computing. Such computers are typically installed in the same server rack.
    Specialized Need Software
    Software for a specific purpose that is not broadly available to the public. Includes research software, business software, etc. Examples include Stata and Mplus.
  • Security

    Infrastructure and services that provide security, data integrity, and compliance for institutional activities. Includes security services such as virus protection, encryption, privacy impact assessments, information risk management, emergency preparedness, data security, identity management solutions, access controls (i.e., passwords, accounts, and authentication), audit and monitoring systems and services, and data access and stewardship. Includes:

    Access Management
    Ensuring that the right people have access to resources and only the right people.
    Directory Services
    Includes Active Directory, LDAP, and similar services.
    Identity Management
    A service in support of setting up identities for users. For example, this service includes creating and managing a login ID for a user such as NetID or network logins.
    Incident Response
    Mitigating severe security breaches. Note that mitigating low-severity breaches falls under Security Monitoring.
    Restricted Data Environment
    Hosting service that typically includes data storage, software, and computation that support security measures for users working with restricted data.
    Security – Monitoring
    Monitoring computing resources for security issues. Includes dealing with incidents.
    Security – Restricted Data Compliance
    Processes and resources for identifying restricted data, for obtaining approval to work with restricted data, for complying with requirements for doing so, and for identifying and correcting violations. Includes the creation of appropriate computing solutions if they do not rise to the level of a Restricted Data Environment.
    Security Consulting
    Consulting on security issues, usually with other IT staff rather than end-users, as through the work of the Cybersecurity Office. Does not include Security Monitoring, Incident Response, or Endpoint Management
  • Teaching and Learning

    Instructional technology, tools, and resources directly supporting teaching and learning. Includes learning management systems, in-class and online course development, learning analytics, course evaluation, lecture capture, webinars, and other academic tools for faculty and students. Includes:

    Accreditation Support
    Software and systems used to support the accreditation process.
    Classroom Support
    Support for technology in the classroom other than Audio Visual technology. Includes Lecture Capture.
    Computer Lab
    Room with multiple computers accessed by a population of users.
    Course Scheduling
    Software specific to scheduling courses for students. Includes tools for scheduling of classrooms for classes and student-focused services to facilitate course selection, scheduling, and enrollment.
    Degree Audit
    Degree Audit Applications
    Instructional Design
    Systematic design and development of online instructional materials and activities using learning theory to ensure the quality of instruction. It includes determining learner needs, establishing goals and outcomes, and working within the technology infrastructure to meet those needs.
    LMS System
    Providing a Learning Management System, e.g. Canvas, Moodle.
    LMS Support
    Supporting instructors’ use of Learning Management Systems. Guidance from staff with substantial expertise in instruction should be considered Domain Consulting.
    Student Admissions
    Tools that support the admission of new students, including undergraduate, graduate, and all other student types.
    Student Advising
    Tools for support of Student Advising.
    Student Data Service
    Tools for managing student data, including SIS. Includes tools for managing information about all types of students. Includes service to allow students / alumni to request their transcript.
    TA Management
    Includes any applications related to hiring, managing, and certifying teaching assistants
    Test Administration
    Tools and applications for administering student tests, including automated scoring.
    Training
    Training provided by IT staff, including software training. Includes domain-specific training.

Service Functions

The services in the previous 8 categories can be further considered in terms of 4 essential functions: outreach, administration, research, and teaching & learning.

Percentage of services by function: outreach: 9%, administration: 34%, research: 32%, teaching and learning: 25%

Function Number of Services
Administration 491
Research 462
Teaching and Learning 357
Outreach 133

What comes next

The next step is for IT Governance groups to take a closer look at the service categories that include larger numbers of UW services to examine if and how the campus might gain potential efficiencies. The goal is to provide the basis for an ongoing services catalog, The catalog helps map IT services to business services so that we can ensure our efforts support the campus mission.