Service Catalog

Provide and revoke privileges to systems, software, tools, and equipment to perform job functions.

• Helpdesk support for standard OS software and/or hardware
• Remote or in-person IT troubleshooting
• Computer imaging, data transfer, application installation on workstations or laptops
• Basic application support

• Assist with hardware install, connections, and moves for new hires and transfers
• IT-related onboarding orientation and off-boarding

• Standard imaging of operating system and supported software and antivirus packages
• Custom imaging of unique or unit-specific software
• Re-imaging compromised or non-working workstations or laptops
• Manage an over-the-network operating system image delivery mechanism
• Auto updates for operating systems and antivirus packages

Centralized deployment system to Windows workstations.

Provide secure connection to restricted campus services or systems via UW Central BigIP VPN Service.

Remote desktop gateway provides a secure connection to on-campus desktops.

Purchase, repair, replace, and inventory computer hardware.

• Initial set-up of email, target shared folders, security protocol
• Firmware updates
• Printer triage and troubleshooting
• Print server provided for automated printer deployment and management

• Assist with implementation of standard UW-IT supported service offerings
• Analysis of common IT problems (e.g., I can’t get access to X and which group memberships do I have?)
• Recommended hardware and software replacement schedules

File services that include both shared and private file space, with access via UW groups.

• On-campus Windows File Server
• Access control via NETID login using UW Groups
• DFS namespace option for consistent and reliable URN paths
• Mapped Network Drive option for index searching
• User self-service file restores
• Real time file synchronization to geo-redundant cloud storage
  • Azure West US (California)
  • Azure East US (Virginia)
• Automated daily 3 AM backup of files, retained for 120 days.
  • Azure West US (California)
• High Availability and System Backups, provided by ASA VM Infrastructure

• Microsoft Hyper-V Cluster using Storage Spaces Direct nodes
• Multi-node hardware redundancy, storage resiliency, automatic node failover
• Physical location includes controlled access, emergency power, redundant 10Gbps network links
• Windows and Linux server hosting, provisioned console access via VMM
• Automated VM replication to on-site backup, minimum every 15 minutes
• Automated daily replica backup to cloud
  • Azure West US (California)
  • Multi tier backup retention policies, up to 8 years.

• Request Tracker (RT): Ticket, request, tracking system
• Slack: Collaboration and communications tool featuring workspace channels, messaging, file sharing, and video calls
• WordPress: Website content management system (CMS) hosted on Pantheon web servers

• Legacy server on current premise, UW-IT Data Center offerings, or in the cloud
• Ongoing operating system updates, patches, and security hotfixes
• Monitor system performance and health
• Provide hardware maintenance, repair, or arrange vedor replacement
• Arrange purchase and installation of all hardware
• Consult on and recommend hardware and software replacement schedules

• Back-ups and/or replication
• Business hours systems support
• Server specification and setup services
• Setup and install UW standard software

• Client-facing informational applications
• Forms and worflows
• Administrative/Business process applications
• Data syncing and processing between UW systems

• WordPress hosting on a managed platform
• Website creation, informational design (using UW’s WordPress themes), and ongoing content management
• Plugin vetting, installation, and update management