Core Services

The University of Nevada, Reno Central Information Technology group asks your input in a three phase process to clarify what IT services need to be provided across the university. This first phase is to arrive at a consensus of the base services.

Information technology (IT) is a ubiquitous part of our lives. At its best it simply works in the background every time, all the time in the same way we just assume the lights will come on when we flip the switch. At its worst it confounds us and places roadblocks, not bridges, in our path.

Because IT has become such an integral part of our daily routine it can be confusing to know what is provided by whom and how and when. Since I've been at UNR, the need for better communication about the myriad services and systems of IT is a common theme that is expressed to me every day.

Phase I: Consensus of Core IT Services
The Core IT Services list below is an attempt to clarify and achieve some consensus on what are the core services in information technology that are needed by our UNR community. What tools do students, faculty, staff, collaborators and visitors need in order to have a positive and productive experience with the university? Are the right set of services being provided and at sufficient levels to meet needs?

To begin that discussion Central IT has put together this draft list of IT core services. We ask for your feedback on the list. Are these the right set of services? Are there things that need to be added? Things that can be dropped?

The list is meant to be a comprehensive inventory of the essential IT services needed at UNR without regard to who is or should be providing the service. The service may be delivered by a department or a central IT group or from an off premise cloud provider.

This list will be modified based on feedback from the campus. It is being shared with specific committees, councils, governing bodies and other groups as well as making it available for any member of the campus to review and comment.

Phase II of the process will be to send out a general questionnaire of the core services list and ask the services to be ranked in importance. Phase II will also include a gap analysis to see where there are holes in the services now being provided or where the level of service may need to be reconsidered. A service may be provided but not at an acceptable or appropriate level. Here again, discussion with all across the campus for input will be critical.

Phase III will be a set of recommendations on how to fill the identified gaps to provide the core IT services at the appropriate levels. It will help set the direction for IT investment, activity and organization over the next few years. Again, this phase will depend on an active dialogue across the university.

Steve Smith, Vice Provost IT & CIO

Data Backup and Recovery

Business continuity solutions for both database and file level data stores.

Third Party Application Support

Technology support for purchased vendor software packages.

Technology Training

Online and in-person learning opportunities designed to enable students, faculty, and staff to develop technology skills. 

Systems Administration

Management of one or more systems, be they software, hardware, servers or workstations. Its goal is ensuring the systems are running securely, efficiently and effectively.

Technology Consulting

Consultations with students, faculty, and staff about how to effectively apply technology to meet University of Nevada research, teaching, engagement, administration, and business needs. 

Software Management

Development and administration of licensed software agreements that leverage academic and volume discounts for high-demand software and management of software distribution to students, faculty, and staff.

Reporting and Analytics

Software and tools to measure and analyze key performance metrics to drive processes throughout their lifecycle

Planning and IT Governance

Working with other units on campus in the development of policies and management processes that helps the University conform with stated applicable requirements.

IT Project Management

Project management tools, consulting, and services for technology related initiatives.

IT Accessibility Services

Provide electronic information technology (EIT) as required by the Americans with Disabilities Act of 1990 (ADA) and Section 504 of the Rehabilitation Act of 1973 (504).  This is done through consultation and assessment with employees and students seeking those services and ensuring accessibility of University web content.

Policy Compliance

Creation and enforcement of IT policies to protect the confidentiality of information for students, employees and patients.

Information Security and Compliance

 Development of proactive technical and non-technical measures to help identify and prevent security risks and security awareness training.

Help Desk

Multi-faceted (phone, email, web, live chat, in person) technology help.

Hardware Repair

Warranty hardware repair for standard technology equipment.

Evaluation of Emerging IT Technologies

 Exploration, evaluation, and pilot testing of emerging academic technology innovations in close collaboration with faculty and staff across the University of Nevada.  Engagement with campus units to evaluate academic technology initiatives and innovations, and research their impact on teaching and learning.

Endpoint Support

 Manage deployment/removal, imaging, anti-virus updates, application patches of desktop computers and their peripherals across campus.

Computer Labs

 UNR labs with hardware, software, and operational support.

Campus Printing and Copying

Manage the campus wide printing system that allows students to print both onsite and remotely using their campus card.  

Audio Visual Support

 Audio Visual support including both hardware and software.

Classroom Technology

 Classroom support and instructional support including both hardware and software.

Research Computing Support

Computing services to facilitate research and aid in educational advancement by integrating leading edge, high performance computing and visualization to individual administrative units, as well as multidisciplinary units across campus, included but not limited to HPC, E-Research and BigData.

Database Hosting

Relational database management systems that offers data compression and disaster recovery functions.

Remote Access

Presentation of productivity applications to remote users.

File Storage

Secure, reliable, and fast file storage system for students, faculty, and staff.

Directory Services

 Applications that store and organize information about network users and resources, enable lookups of public information, and enable individuals to set passwords and activate account options.

Data Management

The management and maintenance of enterprise database systems that encompasses storage management, performance management, backup and recovery, data integrity and database security. A data warehouse containing enterprise data from a variety of systems such as payroll, human resources, and financial.

Business Continuity

Data protection service for server systems that stores copies of data on tape or other media and enables restoration of data in the event of loss of the original.

Voice Services

Telephone, unified messaging, phone conferencing, automatic call distribution, and E911 services to thousands of locations on campus.

Network - Wired and Wireless

Wired and wireless network services to thousands of campus locations that connect individuals and units to local network resources, the Internet, and high speed research networks.

Web Content Management System

Campus web content management system, which supports the design and maintenance of sophisticated websites that can be managed by less technical staff.

Identity Management

 Electronic verification process to substantiate a person’s identity and provide credentials for accessing technology systems and services.

Collaboration Tools

Enterprise online communication and collaboration tool that enables real-time interactions via web conferences and provides hosting for on-demand web presentations and training.

Email Services

UNR email accounts to all eligible students, faculty, and staff.

Virtual Server Hosting & Co-Location

Provision of virtual servers to University of Nevada departments and business units; physical hosting infrastructure managed and maintained centrally; application administration and support managed by local IT units.

Library Automation

Infrastructure and systems support for University of Nevada’s library system.

Learning Management System

Course management system, used for online class delivery, group forums, internal training, and resource sharing.

Integrations

Combining and accessing data from several disparate sources using various technologies to support business systems and processes

ERP

Systems that provide the framework for reporting, organizing, defining and standardizing business processes related to student (admissions, registration and finance), Human resources (benefits, payroll, and recruiting), Financials, and Procurement.

Electronic Content Management

Comprehensive imaging and document management system used to digitize, organize, store, and manage access to digital documents.

Cloud Support Services

IT directed and appropriately contracted services available in the “Cloud”. This also includes cloud storage and cloud computing.