University Administration Section
IT Service Catalog
The following is a brief description of the services that AITS provides. Links to the full descriptions of each service are provided. If you are interested in any of these services please contact the AITS SERVICE DESK.
Technologies and processes used to support each service are provided below. For a full description of each technology as well as the list of the enterprise applications supported by AITS, see IT Systems
Application Development
Application Development - Full details (PDF file)
Application Development offers a professional service that provides development and maintenance of web applications, batch applications, reports, and application integration services to University of Illinois administrative units, colleges, and departments. The consulting and application development services leverage best practices as well as a defined software development life cycle (SDLC) methodology.
Technologies and processes used by AITS to support this service include:
- Software Development Life Cycle (SDLC) process
- Open Source technologies including Java, EJB, JavaScript, XML, and AJAX
- Report creation tools including Business Objects and SAS
- ETL processing using Informatica
- Creative web content design and graphics including Photoshop and Dreamweaver
- Database technologies including PL/SQL and Transact SQL
- Operating systems scripting include batch, shell, and Perl scripts
Application Support
Application Support - Full details (PDF file)
The Application Support service provides hosting, maintenance, application upgrades, 24 x 7 monitoring, and support services to University of Illinois. The service follows industry best practices for the support and maintenance of complex, multi-tiered enterprise applications. The group has extensive knowledge and experience with applications on all major operating platforms, including Windows, Linux, and Unix, built on a wide array of development environments including J2EE, Microsoft .NET, and Oracle.
Technologies and processes used by AITS to support this service include:
- Thin client software including applications deployed via Microsoft Internet Explorer, Firefox, Safari, and Netscape
- Fat client software on Windows, Linux, and Mac operating systems
- Remote desktop software such as Citrix and Bomgar
- Web Server including Apache/Tomcat, Oracle Application Server (OAS), and Microsoft .Net framework
Authentication and Authorization Services
Authentication and Authorization Services - Full details (PDF file)
This service provides single sign-on authentication, authorization, and session management for many of the web applications and other systems. This service acts as the repository for user, permission, group, and enterprise network ID, personal identification number, and security question information. It allows applications to authenticate and authorize users in a consistent fashion and without maintaining application specific repositories for this purpose. Furthermore, vended applications and other interested participants can keep local user repositories in sync with the central service by consuming synchronization messages on the University’s enterprise service bus (ESB).
Technologies and processes used by AITS to support this service include:
- Enterprise Application Service (EAS) View the EAS Demo page
- Sun Java System Directory Server
Backup Management Service Catalog
Backup Management Service Catalog - Full details (PDF file)
This service provides backups of the servers supported by AITS. Through the use of advanced technology, this service provides scalable, reliable, and fault tolerant solutions for managing backup data for client systems and applications and allowing them to restore data when needed.
Technologies and processes used by AITS to support this service include:
- Storage array and tape library hardware using Symantec Veritas Netbackup software to manage and store backups of data
- Redundant, distributed architectures are utilized, where supported, to keep the highest availability to end users
- 24x7 monitoring and surveillance of backup jobs
Business Continuity Planning
Risk Management Business Continuity Planning - Full details (PDF file)
The Business Continuity Planning (BCP) Service is associated with risk management, continuity of operations/University business, and audits/assessments as they relate to information technology. The Risk Management and Business Continuity Planning service can identify and provide guidance on potential events that may impact the delivery of information technology services and provides managers with reasonable assurance via planned recovery procedures that IT service objectives are being achieved.
Business Process Analysis and Automation
Business Process Analysis - Full details (PDF file)
The objective of Business Process Analysis is to work with clients to understand their business needs and to determine the best solutions to meet those needs. The best solution may be consistent with their current business process or it may require changes to policies, procedures or systems through business process re-engineering. The goal is to arrive at solutions that make business processes more effective and efficient; ultimately reducing the amount of time needed to implement and improve business processes. Based on the identified needs, recommendations that leverage existing technologies will be provided, or if needed, the design and implementation of new technologies will be assessed.
AITS follows systematic processes for providing this service for the following subject areas:
Financial Services (access Finance applications)
- Accounts Payable
- Purchasing
- Accounting
- Grants and Contracts
- Accounts Receivable
HR/Payroll Services (access HR and Payroll applications)
- Human Resources
- Payroll
- Benefits
Student Services (access Student applications)
- Financial Aid
- Recruiting and Admissions
- Registration and Records
- Graduate Studies
Change Management Service
Change Management - Full details (PDF file)
The objective of Change Management is to ensure that standardized processes and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, minimizing the number and impact of any related incidents to service. Changes in the IT infrastructure may be reactive or proactive, such as an urgent response to an unexpected service outage or a planned change to provide service improvement. Change Management provides guidelines and policies to ensure that all changes are enacted and documented appropriately.
Technologies and processes used by AITS to support this service include:
- Information Technology Infrastructure Library (ITIL)
- CA Unicenter
- In-house developed Change Management application
Database Services
Database Services - Full details (PDF file)
Database Services provides hosting and operation support to ensure that customer databases are protected and monitored through backup and recovery procedures, a secure database environment, and database performance monitoring. Services provided with the standard database support package include:
- Initial database software installation including configuration and verification
- Performance of daily or weekly backups to disk
- Management and monitoring of disk space
- Database restoration
- Rebuilding of database indexes
- A primary and secondary on-call staff member to respond to alerts and customer issues as defined by the level of customer support
Technologies and processes used by AITS to support this service include:
- Oracle
- Microsoft SQL Server
- MySQL
Oracle is the standard DBMS at AITS with full support by all DBA staff and a site license. Microsoft SQL and MySQL servers are secondary tier with basic support from a subset of the AITS DBA team.
Desktop Support
Desktop Support - Full details (PDF file)
This service provides a consistent and reliable client-computing environment to end users. It offers a standard configuration for each PC with software so that employees have basic computing programs available to them for performing their duties. The personal computer is configured so that Client Services Support group can access the individual machine for delivering software, installing updates and patches, and scanning for compliance with established policies.
Technologies and processes used by AITS to support this service include:
- Standard Desktop/Laptop Hardware
- Standard desktop image development and support
- Microsoft Office productivity suite
- CD authoring tools
- Outlook eMail/calendar client
- Internet browser and key plug-ins
- Wireless client
- Microsoft VPN client
- Java VM
- Media players (Real, Quicktime, Windows Media)
- Anti-Virus
- Malware/Spyware protection
- Windows firewall
- Other commonly required components as needed
- Automatic refresh/upgrades of software based on minimum standards
- License tracking and reporting
- Release and patch management
- Full life cycle support
- Procurement
- Delivery and installation
- Configuration
- On-site break/fix and replacement
- Level 1 technical support via AITS Service Desk
- Level 2 technical support via a Client Services Support technician
- Asset retirement, including hard drive erasure in compliance with state security standards
Directory Services (LDAP, Active Directory)
Directory Services (LDAP, Active Directory) - Full details (PDF file)
AITS hosts and manages both an Active Directory and Enterprise Directory (LDAP) for authentication and authorization services. As a consumer of these services, a client will realize the following benefits:
- Managed replication of servers
- Time synchronization for UI & UICORE trees
- Schema management to include extensions and test
- Directory maintenance
- Service Location Protocol infrastructure
- Domain Name System services
- Support, maintenance and planning for the directory
- Standards and guidelines to facilitate directory integrity and support measures
Technologies and processes used by AITS to support this service include:
- Sun Java System Directory Server
- Microsoft Active Directory
Distributed Hosting Service
Distributed Hosting Service - Full details (PDF file)
This service offers centrally managed hosting for customers’ applications. Through the use of advanced technology, multiple platforms geared to meet customers’ computing needs are provided. The goal is to offer a reliable, monitored, secure, and managed solution with the flexibility and performance of distributed computing solutions. The distributed hosting service design includes:
- Multiple, redundant, and diverse high-speed Internet connections
- Security systems and procedures
- Cooling and environmental systems
- Redundant power at our production datacenter
- Business Continuity Plan (BCP) by maintaining off-site data storage and recovery in a fully staffed and environmentally sound facility
- Secured customer access
Technologies and processes used by AITS to support this service include:
- Operating system (OS) support and maintenance for Linux, Solaris, and Windows
- Standard reporting capabilities that provide utilization, performance and trending information
- Tape backup / recovery
- Capacity, performance and system monitoring using: “What’s up”, Orca, Unimon, System Accounting Records (SAR) on Solaris/Linux, and SiteScope
Linux is the standard supported operating system at AITS for applications. Sun Solaris is the standard for databases. AITS also supports some applications running on Microsoft Windows servers.
Document Management (DM)
Document Management is a system (or set of computer programs) used to track and store electronic documents and/or images of paper documents. Document Management systems can overlap some of the concepts of content management systems. It is often viewed as a component of an Enterprise Content Management (ECM) system, typically in the areas of digital asset management, document imaging, workflow systems and records management systems. AITS provides this service primarily through Enterprise WebXtender.
This service is currently under review; if you are interested in further information, please contact the AITS Service Desk.
Email and Calendar Services (MS Exchange)
Email and Calendar Services (MS Exchange) - Full details (PDF file)
This service provides an enterprise scale Email messaging and calendaring service that is highly available, feature rich, and cost effective to use. Our experienced and professional support personnel are focused on "Best-in-Class" customer service and satisfaction. The service also offers Email Distribution List Management, an open standard solution for state and local government agencies, which provides a cost effective, reliable and highly secure method of maintaining email distribution lists. Moderation, auto-subscribe/unsubscribe, and emergency moderation are just some of the benefits of the List Management Service.
Technologies and processes used by AITS to support this service include:
- Microsoft Exchange Email and Calendaring
- Microsoft Outlook 2003 and 2007
- Web Email via Outlook Web Access (OWA)
- Central personnel address book
- PDA/mobile device wireless synchronization via ActiveSync, IMAP and POP3
- Mailman software (open source) used for email distribution list management services
Enterprise Application Integration
Enterprise Application Integration - Full details (PDF file)
The Enterprise Application Integration (EAI) service can link applications together, simplifying and automating business processes to the greatest extent possible, while avoiding the need for sweeping changes to the existing applications or data structures. EAI is the unrestricted sharing of data and business processes among any connected application or data source in the enterprise.
Technologies and processes used by AITS to support this service include:
- OpenEAI methodology and Enterprise Service Bus (ESB)
- XML for describing Enterprise data and objects
- Service Oriented Architecture (SOA) and Web-Services
- Progress/Sonic Messaging Queue Server for reliable data delivery
- Progress Actional software for service security and modeling
- Standard batch and File Transfer Protocol (FTP)
- System provided Application Programming Interface (API)
Enterprise Batch Scheduling
Enterprise Batch Scheduling - Full details (PDF file)
The Enterprise Batch Scheduling Service offers the ability to automate and schedule business processes and events. An example is the use of the tool AppWorx, which manages Banner batch processes. The Enterprise Batch Scheduling service includes:
- Event-driven process scheduling (defined workflows and/or job dependencies)
- Automatic submission of executions
- Interface for monitoring executions and process flow analysis
- Priorities and/or queues to control management of execution for processes
- Email notification of process commencement, completion, and/or error messages
- A testing environment
Technologies and processes used by AITS to support this service include:
- UC4/AppWorx Software
- Linux/Solaris Cron and Windows scheduler
The scheduling software is able to execute various types of custom and/or vended software including:
- Java applications
- SQL scripts
- System scripts
- All Banner batch processing
- Informatica
- Business Objects
- SAS reports
Firewall Service
Firewall Service - Full details (PDF file)
The Firewall Service is a managed solution for the University of Illinois offices utilizing both IP networking and standards-based technology as the foundation for secure, high performance, data communications. This service manages all phases of a firewall security solution, including architectural validation, implementation, operations, and ongoing configuration management. The Firewall service provides layer three access control with negligible impact on network performance.
Technologies and processes used by AITS to support this service include:
- Third party firewall software
- Consultation regarding service options and security configurations
- All required activities to complete service installation
- Fully managed service
- AITS configured and supported firewall installed at the customer site
- 24 x 7 centralized monitoring and management
IT Portfolio Management
IT Portfolio Management Office (PMO) - Full details (PDF file)
The AITS Portfolio Management Office (PMO) provides financial, technical, and management personnel with a knowledge and understanding of the theories, concepts, and disciplines of portfolio management. The service also includes training and support for the use of the Clarity Portfolio Management software tool in order to improve the planning, budgeting, and management of IT, especially IT investments.
AITS PMO provides expert advice, formal education/training, extensive documentation and personal instruction on the underlying theories and concepts of project and portfolio management and the use of the supporting software tool to assist in the management of IT investments over their life cycle.
The PMO facilitates the Information Technology Priorities Committee (ITPC) process through which projects are submitted for consideration, reviewed, approved/rejected, scheduled and monitored throughout execution. The PMO reports on project status across the portfolio of all projects. The PMO also acts as a clearinghouse for performance measurement by reporting on organizational metrics, project portfolio metrics and progress toward strategic goals.
Technologies and processes used by AITS to support this service include:
- CA Clarity portfolio management software
- Microsoft Project Software
- Microsoft SharePoint
- Microsoft Excel
- Project Management Institute (PMI) standards
- Information Technology Priorities Committee (ITPC)
Release Management Service
Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure. Proper software and hardware control ensures the availability of licensed, tested, and version-certified software and hardware, which will function as intended when introduced into the existing infrastructure. Quality control during the development and implementation of new hardware and software is also the responsibility of Release Management. This guarantees that all software meets the demands of the business processes. The goals of Release Management are:
- Plan the rollout of software
- Design and implement procedures for the distribution and installation of changes to IT systems
- Effectively communicate and manage expectations of the customer during the planning and rollout of new releases
- Control the distribution and installation of changes to IT systems
Technologies and processes used by AITS to support this service include:
- In-house developed batch, shell, and SQL scripts
- CVS/Subversion
- Microsoft Excel and Project for managing rollout planning
- SharePoint
- Active Directory Policy Management
Remote Access and VPN
Remote Access and VPN - Full details (PDF file)
The Remote Access/VPN and Dial-Up service option is an IP based offering enabling customers to create an encrypted tunnel with an endpoint on a University of Illinois trusted network. Traffic from the client traverses the encrypted tunnel to a trusted network segment to securely utilize and administer University services from non-University locations. This service also allows access to desktops/PCs from remote locations as well as online conferencing.
Technologies and processes used by AITS to support this service include:
- Windows native Virtual Private Network (VPN) client (PPTP)
- 24 x 7 centralized monitoring and management via AITS COE Windows Support Team and the AITS Service Desk
- Redundant VPN and Dial-Up service provided by servers housed in geographically diverse data centers
Service Desk Management
Service Desk Management Application Unicenter - Full details (PDF file)
The AITS Service Desk provides users with an informed single point of contact for all of their IT requirements. The Service Desk seeks to facilitate the integration of business processes into the Service Management infrastructure. It provides active monitoring and ownership of incidents and user questions, escalates urgent issues, and communicates with other IT support services as necessary on behalf of the clients.
AITS uses CA Unicenter Service Desk, which provides the following functionality:
- Logging service desk incidents and service requests for users
- Categorizing, coding, and prioritizing Service Desk incidents and service requests to better organize and prioritize workload management
- Managing Service Desk incidents and service requests through their life cycle, tracking important details and related information provided by both users and internal staff working to resolve Incidents
- Monitoring and tracking progress of Service Desk incidents and service
- Functional escalation of Service Desk incidents to other working teams
- Hierarchical escalation of Service Desk incidents to middle and upper management based on priority and escalation models
- Resolution and closure of Service Desk incidents and service requests
Source Code Version Control
Source Code Version Control - Full details (PDF file)
A versioning system maintains revision history as files change over time. It allows multiple users to work on the same text file simultaneously, merging changes automatically. Files are stored in a repository and grouped by modules. The application stores information about and allows reversion to any previous state of any file in the repository.
Technologies and processes used by AITS to support this service include:
- Concurrent Versioning Control (CVS), an open source product
- Subversion, an open source product
Storage Management
Storage Management - Full details (PDF file)
This service provides large scale and shared computer disk storage management. Through the use of advanced technology, this service provides scalable, reliable, and fault tolerant solutions for managing and allocating disk space for client systems and applications.
Technologies and processes used by AITS to support this service include:
- Storage Area Network (SAN) using EMC software
- Redundant, distributed architectures are utilized, where supported, to keep the highest availability to end users
- 24x7 monitoring and surveillance of storage services to provide highly available systems
- 24x7 service desk to provide continuous customer care services
System Monitoring and Metrics Collection
Detailed information can be gathered about systems and applications. This information can be used to measure availability and performance, among other things. The tools can also be used to detect outages and initiate processes that inform, document and ultimately resolve any issues that may be detected.
Technologies and processes used by AITS to support this service include:
- Mercury Interactive SiteScope
- Unimon
- Orca
- What’s Up
- System Accounting Records (SAR) on Solaris/Linux
- Various Operating system native tools
Technology Performance and Optimization
Server, application and database performance is monitored using various tools. Opportunities for optimizations are identified and implemented. Centralization of these enterprise-wide systems provides a single view of these systems allowing dependencies to be identified, understood and mitigated.
Technologies and processes used by AITS to support this service include:
- HP Load Runner for performance testing
- IBM Rational Robot
- Quick Test Pro – HP product Functional and regression testing
- Freedom Scientific Jaws and internal application test suite for accessibility testing including IITA and 508
- IBM AppScan for security scans
- Internally developed Test Suites
Web Content Management System (WCMS)
WCMS is used to manage and control a large, dynamic collection of Web material (HTML documents and their associated images). A WCMS facilitates content creation, content control, editing, and many essential Web maintenance functions through a user friendly interface. The software provides authoring (and other) tools designed to allow users with little or no knowledge of programming or markup languages to create and manage content with relative ease of use.
Technologies and processes used by AITS to support this service include:
- Internally developed Web Content Frame Work, WebTrans
- Java Applications
- Google Search Appliance
This service is currently under review; if you are interested in further information, please contact the AITS Service Desk.