Information Technology Solutions (ITS) has many key efforts underway in support of UC Riverside’s mission and growth. One such effort is a project to improve the campus user experience with IT resources. As a result, ITS plans to roll out a new website experience in Fall 2022!
The newly redesigned website will serve as a “one-stop-shop” for all central IT information, services, and self-help resources, streamlining the overall campus user experience. One important improvement is the reorganization and standardization of services. In alignment with universities around the nation, ITS has re-categorized its service forms and Knowledge Base (KB) articles according to Educause’s Higher Education IT Service Catalog Model.
What has changed?
The ITS service forms you know and use can now be found under the following service categories:
| Administrative and Business | Communication and Collaboration | Desktop and Mobile Computing | Infrastructure |
|---|---|---|---|
| Services that support the administrative and business functions of our institution. Includes reporting, financial systems, EACS, human resource systems, academic personnel office systems, and student information systems. | Services that facilitate institutional communication and collaboration needs. Includes conferencing and telephone services, including communications work order; email and collaboration services, including department email and mailgroups; media and audio/visual, including multimedia technology support; and web services, including Drupal. | Services that support access and use of community members’ devices and related peripherals. Includes managed desktop and mobile device support, printing and printing-related services, hardware asset management and procurement, and software and applications distribution. | Foundational services that support the operation and management of the enterprise IT environment. Includes application architecture and programming, data center services, database management, network and connectivity management, campus camera systems, and server and storage management. |
| New Application Request Financial Systems (And EACS) Request Form Human Resources or APO Service Request Request for Reporting Services Student Information System Service Request |
Campus Web Solutions – Service Request Department Email & Mailgroup Application Launch a Drupal Website Multimedia Request for Services and Support Request a Campus Website |
Hardware Request Lab Reservations Laptop Kiosk Loan2Learn Application Form Request Printer Deployment Request to Install Lab Software Software Request Virtual lab (Apporto) Request Form WEPA Printing Kiosk |
API Access Request Application Architecture AWS Cloud Services Request Non Standard Domain Name Use Request Database Service Request for Campus Camera System Request a Systems Service Network Access Network Consultation DNS Record |
| IT Professional Services | Research | Information Security | Teaching and Learning |
|---|---|---|---|
| People-based services that support the management of IT for the institution. Comprises consulting services not related to specific services identified in other categories. Includes project inquiries, service enhancements, Wiki requests, IT communication and documentation, IT service delivery and support, portfolio and project management, and training and outreach. | Services supporting the institution’s research activities, including advanced or specialized storage and applications, research data services and software, and lab management systems. | Services that provide security, data integrity, and compliance for institutional activities. Includes identity and access management, security consulting and education, incident response and investigation, and security policy and compliance. | Services providing instructional technology and resources directly supporting teaching and learning. Includes UCR's learning management system, Canvas. |
| General Inquiry ITS Communication & Training Request Request an Enhancement to ServiceNow Request Enhancement or New Project Wiki Space Requests |
Research Computing Services | Central Authentication Service Firewall Change Request Information Security Consultation Security Policy Exception Request Shibboleth Integration |
In addition to the recategorization of IT service forms, Knowledge Base (KB) articles have also been recategorized according to the Educause model.
Will this change how I interact with the IT service forms and KB articles?
The content and functionality of the service forms and articles have not changed. In fact, if you "starred" or "favorited" the URL of a specific form or article, you should still be able to use that URL link to access that specific resource. Similarly, you can still enter keywords into the ServiceNow search bar to find the resources you need. You will notice a change if you use the categories menu to find service forms and articles. The categories menu will now show the above options of Administrative and Business, Communication and Collaboration, Desktop and Mobile Computing, Infrastructure, IT Professional Services, Research, Information Security, and Teaching and Learning.
What's next?
As mentioned, ITS hopes to unveil its new website soon. Information about the new site layout and functionality will be shared in the coming weeks. We have been working with a committee of campus stakeholders to help ensure that the new website experience is more intuitive, engaging, and informative so that our Highlander community can find what they need when they need it.
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