University of Illinois System

About AITS

Administrative Information Technology Services (AITS) delivers enterprise-wide information technology solutions and services in support of the administrative processes of the University of Illinois.

The main responsibilities of AITS include:

  • Selection, implementation, and maintenance support for the packaged and self-developed applications at the University of Illinois
  • Creating and maintaining internal and external interfaces for University enterprise applications
  • Data management for University enterprise applications
  • 24/7 Service Desk and Operations support for University enterprise applications
  • Facilitating University desktop and enterprise applications training with internal and external service providers
  • Collaborating with campus-based computing organizations on policies and standards that optimize and secure University information technology resources.

AITS Service Desk
UIC: (312) 996-4806
UIS and Urbana-Champaign: (217) 333-3102

Service Desk

AITS Main Office

50 Gerty Drive M/C 673
Champaign, IL 61820-7405
(217) 244-0102

AITS Departments include: Application Administration, Application Development and Support, Decision Support, Infrastructure, Cloud Architecture and Assurance, IT Strategy and Planning, Application Retirement Process (ARP), Strategic Budget and Finance, and Technical Application Management.

Application Administration

Application Administration (AA) provides high quality and reliable information technology systems and services that support the University of Illinois administrative computing. These services are delivered in concert with campus-based computing organizations and other System Office units to optimize University of Illinois information technology resources. AA provides operational support services to several System Offices as well as to a number of campus units upon request. 

Contact: Brian Schoudel at

Application Development and Support

Application Development and Support (ADS) is responsible for the development, integration, and quality assurance of more than 65 systems and the management of more than 235 databases. ADS provides technical expertise for AITS managed systems by providing second level service desk support, issue investigation and resolution, analysis and expertise for ITPC projects.

Contact: Rod Schaefer at

Decision Support

The Decision Support (DS) team can help you transform raw data into actionable insights for your strategic decision-making efforts. DS is responsible for scoping, designing, and delivering solutions to business problems using a combination of enterprise data warehouse and data analytics methodologies. We support the University by managing the data warehouse, providing data access, and supporting staff use of data for reporting, dashboards, and advanced analytics (predictive, text analytics, machine learning, etc.). Additionally, we provide education and training on data and the use of supported tools. For additional information, please see the Reports and Data section.

Contact: Dimuthu Tilakaratne at

Infrastructure, Cloud Architecture and Assurance

The Infrastructure, Cloud Architecture, and Assurance division helps to maintain the technology that supports our daily operations. This division contains five functional areas which are Facilities and Data Center Services, Linux and Networks, Business Continuity and Disaster Recovery Planning, Enterprise Systems Assurance, and Cloud Architecture.

Facilities and Data Center Services

The Facilities and Data Center Services group manages AITS computing spaces. The University data centers are a valuable resource and represent a sizable investment. Technology Services and Technology Solutions have taken ownership and assumed many of the day to day responsibilities for operating the data centers. Together with these partners, AITS continues to plan for, oversee, and monitor our investment in these facilities that our IT services and the University’s constituencies critically depend on.

Group responsibilities include strategy, managing risks, and ordering and taking acquisition of equipment. AITS continues to participate in developing designs for disaster recovery and proper operations. We also support networking within the data center in partnership with Tech Services who provide connectivity to the campuses and connectivity to the Internet. AITS also assists with hardware maintenance and physical equipment deployments, particularly at the production data center. 


Linux and Networks

The Linux and Networks group manages AITS servers, switches, and related infrastructure. The group specifies and orders Intel server hardware in collaboration with the AITS Windows server team. The group manages hundreds of Linux virtual machine instances. Our DNS system hosts names and web addresses.The AITS firewall requires frequent management to maintain our security model and contains tens of thousands of access entries.

We maintain hundreds of web certificates for client to server encryption. Our server load balancers support hundreds of locally redundant services, while the global server load balancer goes a step beyond and provides high availability across Urbana and Chicago for critical services. Highly available services can failover automatically during planned or unplanned data center outages. The group provides thousands of network connections for AITS servers. 


Business Continuity and Disaster Recovery Planning

The Business Continuity and Disaster Recovery Planning group plans for extended service disruptions. The group’s primary responsibility is to manage BCP and DR. That work includes the definition of our DR program, governance, table top exercises, and DR-focused incident response. The group focuses on defining and implementing a technical failover solution and directs associated maintenance activities. Working together with the system office, the group manages Business Continuity Planning. This group belongs to the Big Ten Academic Alliance’s DR and BCP committee. 

Contact: Alice Jones at

Enterprise Systems Assurance

Enterprise Systems Assurance (ESA) guides AITS to adopt information security practices. Technology Services Security has taken a lead role for System Office security, with additional assistance from Technology Solutions at UIC. Together, ESA and campus Security ensure controls and procedures are implemented to protect the University's information systems assets from intentional or inadvertent modification, disclosure, or destruction.

One of the group’s key responsibilities is the external IT Audit conducted by the State of Illinois. Each year, the IT portion of the annual financial audit is a top priority for the University System and AITS.  Another responsibility is assisting to manage enterprise access. As the number of enterprise systems has grown, so too has the complexity of requesting and reviewing access. Making process improvements to the Unit Security Contact system is an ongoing priority.

The team supports the university system’s IAM and multi-factor authentication services and provides level 3 support for user IAM issues and support for the IAM external affiliate system. ESA evaluates third party vendors so appropriate safeguards are in place. We conduct Qualys vulnerability scans of all systems on a monthly basis and work with service owners and AITS teams to address any vulnerabilities identified. ESA provides risk assessments and security consulting for AITS systems and services. 


Cloud Architecture

The Cloud Architecture group is a cross functional team establishing protocols identifing where cloud solutions fit within our system. The group guides cloud initiatives to ensure deployments align with organizational standards. The group works to track, trend, and report on monthly cloud expenses for our cloud service providers.

The group manages our Software as a Service process to clarify how cloud services are discovered and onboarded to ensure standards. Finally, this team ensures that AITS Cloud Services are listed in the AITS Enterprise Architecture Stack.


IT Strategy and Planning

The departments in our IT Strategy and Planning unit include: Project Management Office, Business Process Improvement, and Records and Information Management Services.

Business Process Improvement Office

The Business Process Improvement Office can help units solve problems by facilitating process improvement projects through engagements and process mapping.  We offer support & guidance to unit-led initiatives through tools, templates, & advice. We provide comprehensive training on the concepts, tools, & techniques of process improvement.

Project Management Office

The AITS Project Management Office (PMO) is a management structure that standardizes the project-related governance processes and facilitates the sharing of resources, methodologies, tools, and techniques while providing guidelines for project management in AITS.

The project management lifecycle and standards have been developed to assist project managers in the planning and execution of projects as well as to provide a documented, repeatable process to enhance and standardize project execution and performance.

Records and Information Management Services

The purpose of the Records and Information Management Services (RIMS) office is to provide a cohesive approach to the effective management of records and information resources throughout the University of Illinois, across all departments and campuses.

This approach requires close coordination with other units as well as individuals with departmental and technical expertise. An effective program will help protect vital University records, reduce legal liability, support the preservation of historic records, promote scholarship and teaching excellence, and improve operational efficiencies.

The RIMS office consists of several core staff members, an Advisory Committee, and an ad hoc virtual team of functional and technical experts from across the University that are available for input on issues related to their areas of expertise.

Application Retirement Process (ARP)

At some point, applications are no longer cost effective to maintain, no longer meet the business needs of the users, or introduce too much risk into the enterprise. The Application Retirement Process helps an organization assess their current portfolio of applications with the intent to maximize their effectiveness and minimize their costs. The PPMO provides a customizable framework on how to achieve cost reduction and a maintainable application portfolio. For more information, please see the full ARP services description.

Contact: Portfolio & Project Management Office

Strategic Budget and Finance

Strategic Budget and Finance (SBF) supports the technical work in AITS by managing AITS’ ongoing business activities, including contracts and acquisitions, purchasing coordination, budget and financial management, physical assets, telecommunications, facilities management and administrative support.

In 2013, AITS implemented an activity-based costing budget tool to provide a more systematic approach to the budget justification process, provide ongoing in-depth financial analysis, and better financial transparency.  Activity-Based Costing (ABC) is a costing model that manages costs or expenses by identifying activities used to support services. By identifying the cost of doing business, we can better measure and communicate the value of IT.

To learn more about how Activity-Based Costing (ABC) is utilized by AITS for strategic planning and the annual budgeting process, see What Value Does Your IT Organization Bring?

Contact: Jenny Ehrnthaller

Technical Application Management

Technical Application Management (TAM) is responsible for the maintenance and support of the University of Illinois enterprise systems and applications.

TAM provides access to these systems, first and second level service desk support, issue investigation and resolution, analysis and expertise for work requests and ITPC projects, and assistance to university clients on a regular basis to ensure we are providing exceptional customer service.

TAM works closely with the campus business offices such as Financial Aid, Admissions and Records, Human Resources, Sponsored Research and campus computing services such as the Technology Solutions and Technology Services. TAM also works closely with University Administrative offices such as System Human Resource Services, University Payroll and Benefits, University Payables, and Capital Programs.

Contact: Stephanie Dable at