Information Technology Services

Enterprise

The Enterprise group provides support for Facilities & Services Integrated Workplace Management System (IWMS) referred to as AiM. This is the primary application and database providing mission critical support for all work orders, billing, purchasing, payroll and preventive maintenance.

Major services of this group include:

• AiM application and support
• Business intelligence
• Software development
• Oracle database development
• Report development
• Data manipulation
• Special data requests
• Error tracking and resolution
• Tier 2 and 3 support

Support Desk

The User Services group provides direct end user support (phone and e-mail) to 1,200-plus users across F&S. Phones are answered between 8 a.m.–5 p.m. Monday–Friday. F&S ITS is partnered with Technology Services and AITS to provide end user support outside of standard business hours. This partnership went into place January 1, 2019.

Major services of this group include:

• Single point of contact Service Desk (phone, e-mail, or service ticket)
• User accounts
• Computer consulting and repair
• Build and deployment of Windows standardized systems
• IT security response and mitigation (e.g. security patching)
• Computer procurement and replacement
• Special equipment purchases (e.g. audio visual)
• Network printer support
• E-mail and tools consulting
• Application and installation support
• Mobile device support
• Special project consulting
• Tier 1 and 2 support
• IT asset management

Infrastructure/Systems

The Infrastructure/Systems group maintains support of the networks, firewalls, servers, storage, and applications. There are over 200 networks making up the F&S network which extends across the entire Urbana campus.

Major services and systems managed by this group include:

• Energy production system
• Energy building control system
• Building access system
• Space management system
• Integrated workplace management system
• IT infrastructure
• VMWare and HyperV virtual environments<
• Firewall management
• Storage area network
• Co-management of network switches
• MS SQL and Oracle database support
• Tier 2 and 3 support
• Security of IT infrastructure and servers
• Windows and Linux server management
• Geographic Information Systems (GIS)

Hours
8 a.m.–5 p.m.
Monday through Friday

The Help Desk is closed on campus holidays. IT Services department is located in the basement of Physical Plant Service Building. Assistance is available in room 20 or 30.