Administrative and Business Services
Administrative and Business Services
Services that support the administrative and business functions of an institution, includes business capability and process automation, financial and procurement systems, human resource systems, library systems, and student information systems.
Service Category, Category Description, Service, and Service Description have been adopted from the EDUCAUSE, “The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration, Second Edition.”
For many enterprise services in this scope, end-users are automatically provisioned to access those services, which are usually delivered via online platforms. For the purpose of this SLA, access and requests for access to the system / service is in reference to the application itself. Administrative access to the application is requested through the Service Owner of that specific service. Service Owner information can be found in the chart below for specific applications. For any service where KU IT is the Owner, access to the application can be requested through KU IT Access Management.
Requesting access through KU IT Access Management
Please contact KU IT CSC to create a service ticket to request access to specific applications.
All systems are available 24-hours a day, with the exception of maintenance windows. Maintenance window information is listed in the sections below.
A matrix of services provided for specific applications is included at the bottom of this page.
All issues and problems should be reported to the IT Customer Service Center (CSC). The KU IT CSC can be reached via voice or email. You may also submit a ticket online, where the service desk will categorize and prioritize your problem at which time you will receive an automated email with the details of that update. Emails and tickets are only reviewed during regular business hours. For immediate response, please contact the CSC via voice.
- Voice: 785-864-8080
- After-hours you will be given an option to leave a message, which will be responded to the next business day, or for critical issues, you can press ‘1’ to transfer to the Network Operations Center (NOC), which provides 24-hour support for the critical infrastructure at KU.
- Email: itcsc@ku.edu
- Submit a ticket: ServiceNow Form
For all issues:
- Report issue by contacting the KU IT CSC (information above)
- KU IT CSC will create Incident Ticket
- KU IT CSC will assign ticket to appropriate KU IT Unit for resolution
- If issues need escalation, contact the KU IT CSC and request escalation
Timeframes for issue resolution are dependent upon many variables. For standard issues, tickets will be created and assigned to the appropriate KU IT units to begin working on the reported issue. For many of these Administrative & Business Services, KU IT will work on the reported issues as quickly as possible with IT support staff, campus staff, and vendors who host or support the applications. During Major or Critical outages, KU IT will begin working immediately to return service.
KU IT is in the process of developing a tiered approach for these systems and the services they support, which defines the RPO (Recovery Point Objective: the amount of data in terms of time, lost during downtime) and RTO (Recovery Time Objective: the amount of real time that passes before normal business is disrupted). These values will be entered into the SLA and future SLAs, once developed.
Changes to these services are reviewed and approved in the Change Review Board (CRB), and communicated to campus via email from KU IT, or direct communication. Changes to these services are discussed with Service Owners prior to review at the CRB.
Outages to these services are sent via email from KU IT.
The following items are tracked for these services, and can be reported:
- Time Available / Up-time of service or system
- Number of Incidents Reported
- Time of resolution for Incidents
Updated metrics can be found on our Metrics page.
Date this SLA goes into effect: July 1, 2021.
SLA will be reviewed annually and when services are updated or changed.
Administrative and Business Services
Service Description
Alumni portals and offerings that support university and college advancement and development.
Service Offerings
None
Costs for Service
Not available
Service Description
Athletics administration, recruiting, procurement, and ticketing systems
Service Offerings
Front Rush, Teamworks
Costs for Service
None
Service Description
Support for auxiliary or ancillary campus systems, activities, and operation. Might include legal management, childcare, mail services, art collections, etc.
Service Offerings
KUMC systems, Beep System (Emergency evacuation plans), Rec Services Innosoft Fusion, Spencer Mobile App, Spencer Website, Museum Plus, CMS, WorldDox (GC document management)
Service Description
Practices, frameworks, and technologies that automate, improve efficiencies, and measure the effectiveness of business processes. Include IT service management; ticket management; operations, business, sales, and marketing management platforms; document and signature management services; customer relationship management; job scheduling; and workflow management.
Service Offerings
ImageNow, ServiceNow, Slate, Prospect / Hobsons CRM, Visual Zen, Power Automate, Saleforce, Automic, AWX, GitLab, Business & Industry CRM, BICS, JIRA, CRM, Qualtrics, Rock Chalk Central, HawkHelp
System Maintenance WIndows
Automic
- Sunday: 12:00am to 12:00pm (except after payday)
BICS
- Vendor mandated
Business & Industry CRM
- Monday through Sunday: 12:00am to 5:00am
Hobsons
- Vendor mandated
ImageNow
- Sunday: 12:00am to 12:00pm
JIRA
- Monday through Saturday: 4:00am to 7:00am
- Sunday: 12:00am to 12:00pm
ServiceNow
- Sunday: 1200am to 12:00pm
Service Description
Support of room and facility systems, including event management (room management, hotel, concierge, seating, conference registration, etc.), mapping, building security, safety and risk management, dining systems, point of sale, transportation, laundry, and parking systems.
Service Offerings
Maximo, NetJ/K, CS Gold, Entrinsik, 25Live, EMS Event Management System, Mercury, Metasys, EnergyCap, GasBoy, SquareD, SimpleK
System Maintenance Windows
25Live
- Sunday: 12:00am to 12:00pm
EMS Event Management
- Vendor mandated
Maximo
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
NetJ
- Monday through Saturday: 4:00am to 7:00am
- Sunday: 12:00am to 12:00pm
Parking
- Vendor mandated
Service Description
Administration and maintenance of faculty administration, review, and promotion and tenure systems.
Service Offerings
Faculty Pro / Digital Measures, Academic Analytics
Service Maintenance Windows
None listed
Service Description
Administration and management of financial services, procurement, travel, budget, vendor relations, and equipment purchasing systems.
Service Offerings
FITC, Concur, TouchNet, eCommerce, NetSuite, CS Gold, Hyperion (budget and planning), Fusion
Service Maintenance Windows
Concur
- Vendor mandated
eCommerce
- Vendor mandated
FITC / Fusion
- Vendor mandated
Hyperion
- Vendor mandated
Touchnet
- Vendor mandated
Service Description
Administration and management of core human resource systems, including recruiting, position management, performance review, workforce development, and time and attendance. Might also include payroll and benefits administration systems.
Service Offerings
PeopleSoft, HR Pay, Brassring, MyTalent, Flowqast, Pluralsight, LinkedIn Learning, TimeLink, SummerPay, Equifax
Service Maintenance Windows
Brass Ring
- Vendor mandated
MyTalent
- Sunday: 12:00am to 12:00pm (except after payday)
Time Link
- Sunday: 12:00am to 12:00pm (except after payday)
Service Description
Administration and management of systems that provide access to local and remote information in support of teaching, learning, and research. Includes acquisitions, catalog, circulation, serials, a public user interface, interlibrary loan, discovery tools, and infrastructure services specific to library systems.
Service Offerings
Voyager (ExLibris), Archival Collections Management, Archive Space / ArchiveIt, Ask a Librarian, Illiad, Libraries Resource Discovery, Annex Management System, Digital Asset Management, EXProxy, Primo, DSpace / ScholarWorks, OJS
Service Maintenance Windows
Annex Management System
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Archival Collections Management
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Archives Space
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Ask a Librarian
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Digital Asset Management
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Illiad
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Libraries Resource Discovery
- Vendor mandated
Voyager
- Vendor mandated
Service Description
Systems and technologies in support of clinical processes, including health record management, pharmaceutical data, medical appointment scheduling, and residency placements. Service Owner is not KU IT. We support the maintenance of the systems.
Service Offerings
Point and Click, Watkins Health Portal, MediCat
Service Maintenance Windows
Click
- Monday through Saturday: 4:00am to 7:00am
- Sunday: 12:00am to 12:00pm
Service Description
Business intelligence platforms, data warehouses, dashboards, analytics tools, transactional reporting, operational data stores, and data governance when offered as a service. KU IT maintains and supports the systems, but the administration of access is performed by AIRE.
Service Offerings
Oracle Analytics Cloud, Qualtrics, Tableau, Visual Analytics, Power BI, Demis, Streamline
Service Maintenance Windows
Power BI
- Vendor mandated
Qualtrics
- Sunday: 12:00am to 12:00pm
Tableau
- Sunday: 12:00am to 12:00pm
Service Description
Admissions, enrollment, registration, orientation, financial aid, student accounts and collections, advising, and career services systems.
Service Offerings
Campus Solutions, Enroll & Pay, Jayhawk GPS, EAB Navigate, Alcohol EDU, EverFi, Slate, SUNAPSIS, Advising Tool, Courseleaf, Grey Heller
Service Maintenance Windows
Campus Solutions, Enroll & Pay
- Sunday, 12:00am to 12:00pm
Grey Heller
- Sunday: 12:00am to 12:00pm (except after payday)
SUNAPSIS
- Monday through Saturday: 10:00pm to 7:00am
- Sunday: 12:00am to 12:00pm
Service Matrix
Below is a list of all the systems identified in the Services sections above, and the role KU IT performs for that specific service. The 'Administration' columns list where the service is hosted, and who grants access to those systems and services. The columns under "KU IT Service Provided" lists the three main services KU IT provides to all systems and applications: Custom Development, Single Sign-On authentication, and Integrations with other systems.
The key for Integrations is:
- I = Inbound to that system from another system
- O = Outbound from that system to another system
- B = Both inbound and outbound integrations
| Administration | KU IT Service Provided | ||||||
|---|---|---|---|---|---|---|---|
| System / Service | KU IT Hosted | Vendor Hosted | Access Owner | Custom Dev | SSO | Integrations | |
| Front Rush | X | Athletics | X | B | |||
| Teamworks | X | Athletics | X | B | |||
| Spencer Mobile App | X | KU IT | X | X | I | ||
| Museum Plus | X | Spencer | |||||
| CMS | X | KU IT | X | X | B | ||
| Rec Services Innosoft Fusion | X | KU IT | X | I | |||
| Beep System | X | Facilities | X | X | B | ||
| ImageNow | X | KU IT | X | X | B | ||
| ServiceNow | X | KU IT | X | X | B | ||
| Slate | X | Enrollment Management | X | B | |||
| Visual Zen | X | Academic Success | B | ||||
| SalesForce | X | ? | |||||
| Automic | X | KU IT | |||||
| GitLab | X | KU IT | X | ||||
| Business & Industry CRM | X | Research | |||||
| BICS | X | ||||||
| Qualtrics | X | AIRE | X | ||||
| Rock Chalk Central | X | SILC | X | I | |||
| HawkHelp | X | EM | X | ||||
| Maximo | X | Operations | X | X | B | ||
| EnergyCap | X | Operations | I | ||||
| GasBoy | X | Operations | B | ||||
| SquareD | X | Operations | O | ||||
| SimpleK | X | PSO | |||||
| Net J / K | X | KU IT | X | X | ? | ||
| CS Gold | X | KU IT | X | X | B | ||
| Entrinsik | X | Edwards | X | B | |||
| 25Live | X | Registrar | X | B | |||
| EMS Event Management System | X | Union | |||||
| Mercury | X | Housing | X | X | B | ||
| Metasys | X | KU IT | I | ||||
| FITC | X | FMS | X | X | B | ||
| Concur | X | FMS | X | B | |||
| TouchNet | X | KU IT | X | X | B | ||
| NetSuite | X | Union | X | B | |||
| Hyperion | X | FMS | X | B | |||
| HR Pay | X | KU IT | X | X | B | ||
| Brassring | X | HR | X | O | |||
| MyTalent | X | HR | X | X | I | ||
| Flowqast | X | FMS | O | ||||
| TimeLink | X | KU IT | B | ||||
| SummerPay | X | SSC | X | X | I | ||
| Equifax | X | HR | O | ||||
| Voyager (ExLibris) | X | Libraries | X | X | B | ||
| Archival Collections Management | X | Libraries | Theme only | ||||
| Archive Space / ArchiveIt | X | Libraries | X | X | B | ||
| Ask a Librarian, LibGuides, SpringShare / LibApps | X | Libraries | Theme only | X | |||
| Illiad | X | Libraries | X | O | |||
| Libraries Resource Discovery | X | Libraries | Theme only | ||||
| Annex Management System | X | Libraries | X | I | |||
| Digital Asset Management (Islandora) | X | Libraries | X | X | B | ||
| Digital Asset Management (LUNA) | X | Libraries | X | X | |||
| EZ Proxy | X | Libraries | X | X | |||
| Primo | X | Libraries | X | X | |||
| DSpace / Scholarworks | X | Libraries | X | X | |||
| OJS | X | Libraries | X | ||||
| MediCat | X | KU IT | |||||
| Oracle Analytics Cloud | X | AIRE | X | X | B | ||
| Tableau | AIRE | X | I | ||||
| Visual Analytics | X | AIRE | X | I | |||
| Campus Solutions | X | SIS | X | X | B | ||
| Jayhawk GPS | X | Academic Success | X | I | |||
| EverFi | X | Student Affairs | X | B | |||
| SUNAPSIS | X | ISS | X | I | |||
| Advising Tool | X | SIS | X | X | I | ||
| CourseLeaf | X | Registrar | X | B | |||
| Grey Heller / Appsian | X | IT | X | X | |||