UNTHSC Technology Service CatalogV2

UNTHSC Technology Service Catalog
This Service Catalog documents the technology support services provided to UNTHSC customers. It provides relevant details
including service attributes and pricing. The Service Catalog assists our business units with leveraging the technologies
necessary to most effectively and efficiently implement their business strategies.
Version
Author
Date
1.0
IRT Management
6/1/2010
Description
Initial Catalog: Information Resources and Technology (IRT)
Service Category: Help Desk and Customer Support Services

Service Description: Applicable to all service-related incidents and/or service requests
Service
Desktop Applications
Installation and Support
Hardware Break/Fix Support
Network Printer Support
Security Remediation
University Application Support
Employee Services
Contact
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu
Service Definition
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu,
Technology
Training
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu
Services Not Included
Service Availability
Service Owner
Service Charge(s)
- Non-standard software
installation
- Non-Windows software
installation
- Technology that should not
be installed or implemented
Mon-Fri 8:00 am - 5:00 pm
Lynley Dungan, Director,

Helpdesk and Client Services
$30.00/Hour
Non-standard hardware
support

$30.00 per Hour/No charge in

some cases (phone, solved in
less than 20 min walk in or
remote)
- Non-standard hardware
support, Technology that
should not be installed or
implemented

$30.00/Hour
Service related to security

threats / vulnerabilities (e.g.
virus, worm infection,
malware).
- Assistance / removal of
security threats (e.g. viruses,
worms) and removal from the
computing environment
- Coordination of activities with
other service groups for the
purposes of security
Remediation of security issues
remediation
on unregistered assets
- Disconnecting infected
machines from the network (if
required)
- Applying recommended fixes
and/or patches (if required)
- Rebuilding machines (if
required)

$30.00/Hour
Support of University site

licensed and enterprise level
software packages
iPhone/Blackberry/Android/PD
End
usersupport
APhone
Non-standard software support
troubleshooting/support
Employee Office Move and
training
on
site
Employee Onboarding
licensed/enterprise
software
Facilitate
Network Access

No Charge

Mix of No Charge/$30 per hour
Installation and support of

approved and licensed
software or standard images
for laptop and desktop
Windows-based clients.
Troubleshooting and diagnosis - Remote support, phone,

of laptop and desktop issues
email, walk in or desk side visit
associated with hardware
to assist with user issues
devices / failures.
UNTHSC IRT
Helpdesk
Installation, setup and or
817.735.2192
troubleshooting of network
HSCHelpdesk@u
printers.
nthsc.edu
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu
- Installation
of standard
Base Level
Services
software packages
- Initial load of laptop or
desktop personal computer
disk image
- User-specific configurations
of Windows computing
environment
- Initial delivery and physical
setup of systems
- Routine maintenance
services including patches,
fixes, virus updates, BIOS
updates
Employee support
- New printer installation

(standard devices only) and
network activation, installation
of drivers, troubleshooting via
phone/remote
Facilitate File Server Access

Desktop Reimaging
Password Reset
Employee Notebook Computer
Employee Desktop Computer
Enterprise Instant Messaging
Group Move
Employee New Hire
Employee Offboarding
Employee Move
New Employee IT Orientation
Non-standard hardware
support
Student Services
UNTHSC IRT
Helpdesk
817.735.2192
HSCHelpdesk@u Student support services
nthsc.edu,
studenthelpdesk
@unthsc.edu
Classroom
Educational
Technology
Classroom Technology Support
UNTHSC IRT
Services,CETS
Helpdesk,
@unthsc.edu
Library Lab Support
Technology Training and
Software Support
UNT Health - Physcian
group/clinic support
Technology
Training,
Classroom
UNTHSC
IRT
Support
Helpdesk
817.735.2192
HSCHelpdesk@u
UNTHSC IRT
nthsc.edu
Helpdesk
817.735.2192
HSCHelpdesk@u
nthsc.edu
Faculty and Student

Classroom, Events and AV
support
Maintain hardware, software,
equipment and training
schedule for Library
Technology Labs
Training and support of
enterprise applications
Support physcians and staff
computer hardware and
software at onsite and remote
clinics
Management of student laptop

one-to-one program, full Dell
and HP warranty support for
student one-to-one laptops
including accidental damage
support, passwords, software
troubleshooting, virus
prevention and removal,
Event set up, A/V support,
student personal laptop
audio recording, set up of
support, PDA phone support
sound systems, event
moderation, audience
response systems,
maintenance of classroom
equipment, faculty assistance,
Lab support includes image
consulting, support President
creation, deployment and
and staff for events, includes
maintenance, AV equipment
travel to sites where faculty
maintenance
and support,
Develop
classes on
and staff and
mayteach
be presenting
classroom wide
scheduling
enterprise
software,
special group session training,
special application
training,
Hardware
and software
2nd andfor
3rdclinic
tier software
support
computers
troubleshooting
supporttriage
and
laptops, helpdesk
support for EMR software and
printing and clinic specific
applications, new clinic and
clinic moves
Limited support for out of

warranty personal computers
Mon-Fri 8:00 am - 5:00 pm,

Extended Hours for students,
12:00 pm - 9:00 pm Sun-Thurs
No Charge
Events must be UNTHSC

related
Mon-Fri 8:00 am - 5:00 pm,

Extended support for after
hour/weekend events, travel

No Charge in most cases

No Charge

No Charge
EMR specific issues escalated

to Tier 2 EMR helpdesk

$30.00/hour
Service Category: Server Administration

Service Description: Service support and delivery of standard/approved servers and associated
components / devices.
Service
Server Installation and

Configuration
Server Maintenance and

Support
Server Backup Management
Contact
Service Definition
Base Level Services
Service Owner
Service Charge(s)
Server hardware and software

IRT
installation, configuration and
Infrastructure and pre-deployment testing for
Security (817-735- development, quality
0453)
assurance and production
servers in the IT Data Center.
- Initial hardware setup

- Operating system installation
- Server build / image install
- Standard software installation
- Non-standard or
- Environmental equipment
undocumented devices
installation
- Security and compliance
review
- Server component
configuration
Normal business hours: M-F

8am to 5 pm
IRT- Anthony Tissera, Director Customer pays for

Infrastructure and Security
hardware/software
IRT
Maintenance and support of
Infrastructure and
server(s) and server related
Security (817-735component(s).
0453)
- Patch management
- Operating system upgrades
and revisions based on IT
policies.
- Relevant software and
hardware component
upgrades and/or changes
based on IT policies.
- software and hardware
component troubleshooting
and repair
24/7/365 coverage
IRT- Anthony Tissera, Director Customer pays for any

maintenance charges

8am to 5 pm
Clinical and research

IRT- Anthony Tissera, Director
pay for costs of
hardware system used
24/7/365 coverage
IRT- Anthony Tissera, Director No charge unless after

hours overtime required

8am to 5 pm

No charge
IRT
Infrastructure and
Security (817-7350453)
Server Backup Management

includes offsite media
management including system
administration associated with
backup storage software and
associated devices.
IRT
Infrastructure and
Security (817-7350453)
Performance Management
includes monitoring and
notification of servers to
ensure continuous IT service.
- Non-standard or
- Management of all server

- Backup management
backup hardware and software
services for PC / workstations
- Daily server operating system
and laptops
/ file system backups
Server Recovery Management

includes offsite media
management including system
administration associated with
- Management of all server
IRT
backup storage software and
restoration hardware and
Infrastructure and associated devices.
software
Server Recovery Management
Security (817-735- Server image and/or file
0453)
Global backup and recovery
system(s) restoration
process development,
implementation and
administration based on IT
policies and baselines.
Server Performance
Management
- Restore services for data

outside established retention
periods
- Automated monitoring of
server thresholds
- Automated reporting of server - Non-standard or
anomalies
- Automated service
restoration
Service Category: Server Administration

Service Description: Service support and delivery of standard/approved servers and associated
components / devices.
Service
Server Vendor Management
Server Virtualization
Management
Contact
Service Definition
Manage relationship with

IRT
vendor(s) for server products
Infrastructure and
and related issues.
Security (817-7350453)
Base Level Services
- Central point of contact for

company/vendor relationship
management
- Initiate / renew contracts and
maintenance agreements
- Vendors not covered under
- Manage license compliance an active contract
- Create purchase orders and
approve payment of invoices
- Underpinning contract (UC)
negotiation and facilitation
Manage and secure enterprise - Central management of

server virtualization
virtual server infrastructure
infrastructure
- Hosting of virtual server
IRT
instances
Infrastructure and
- Virtual server resource
Security (817-735management
0453)
- Virtual server power
management
- Live virtual server migration
Service Owner

8am to 5 pm

No charge
n/a
Service Charge(s)
Customer pays for

incremental virtual
server costs
24/7/365 coverage

Service Category: Programming Services

Service Description: Support of e-Commerce, internet and intranet based web enabled business applications.
Service
Contact
Service Definition
Base Level Services
Service Owner
Service Charge(s)
- No data entry of content
Normal business hours

MBob Woelfel, Director,
F, 9:00 a.m. - 6:00 pm, Central
Information Services
time
No Charge

F, 9:00 a.m. - 6:00 pm, Central
time
No Charge

F, 7:00 a.m. - 6:00 pm, Central
time
No Charge

F, 7:00 a.m. - 6:00 pm, Central
time
No Charge

F, 7:00 a.m. - 6:00 pm, Central
time
No Charge
- Determine requirements
Custom application solutions
Information
Services 7355049
Develop custom business

application or interfaces per
requestor specifications
- Design, code, and test

- after approval, deploy into
production
- Provide consultation to
application userscontent
managers re: usage
Technical consultation / 2nd

level application helpdesk
Information
Services 7355049
Provide technical support for

application issues
- Respond to software
problems
- Provide training as required
- Hardware, network, and

system software selection or
installation and configuration
- Interview key department

employees
Business Process Assessment
/ Re-engineering
Information
Services 7355049
Document department's
business work flow
Information
Services 7355049
Provide the necessary data to

the application development
process
- Document findings
- Deliver documented
business workflow process
- Re-engineer
process as needed
- Determine data requirements

Application data / database
support
- Download required data to

datamart
- provide data to development
process
- Provide consultation on
interface requirements
Third-Party applications
Information
Services 7355049
Support third-party application - provide data integration

- develop interfaces as
required
Service Category: Programming Services

Service
Contact
Training
Information
Services 7355049
Service Definition
Base Level Services
- Prepare materials
Training as required for all
custom applications
- Deliver via online or

classroom
Service Owner

F, 8:00 a.m. - 5:00 pm, Central
time
Service Charge(s)
No Charge
Service Category: Security

Service Description: Information and physical security support processes
Service
User and Service Accounts

Administration
Security Administration
Contact
Service Definition
Provide end-to-end identity

IRT
management functions for
Infrastructure and user and service accounts
Security (817-735- including the provisioning of
0453)
access to institutional systems
and data.
Ensure that an acceptable

level of security is provided to
IRT
Institutional and UNT Health
Infrastructure and
information resources by
Security (817-735providing technical solutions
0453)
and facilitating best practice
security techniques.
Conduct internal and external

vulnerability assessments and
IRT
coordinate remediation activity
Vulnerability and Compliance Infrastructure and
in addition to ensuring
Management
Security (817-735compliance to Federal, State
0453)
and Institutional security
policies.
Physical Security Systems

Administration
Enterprise badge access and

Infrastructure and
video surveillance systems
Security (817-735design, implementation and
0453)
management
Server Performance
Management
Infrastructure and
Security (817-735notification of servers to
0453)
ensure continuous IT service.
Base Level Services
- Network Access
- File Server Access
- Password Resets
- Employee New Hire
Processes
- Accounts management for
Employee offboarding
-Installation, configuration and

support of IDS systems
(network and host based)
sensors
-Install, configuration and
administration of DMZ
Environment related functions
- Web content filtering
configuration and maintenance
- Manage and configure
McAfee central ePO server
and its affiliated agents
deployed on servers and PCs.
-External vulnerability
assessments
- Internal vulnerability
assessments
- Vulnerabilities remediation
- Compliance verification
- Managed security services
provider relationship and
contract management
-STRAND video surveillance

system administration
-AMAG card access system
administration
-Physical security professional
services for new buildings and
locations
-Vendor maintenance
escalation
-Vendor contract and
relationship management
server thresholds
- Automated reporting of server - Non-standard or
anomalies
- Automated service
restoration
Service Owner
Service Charge(s)

8am to 5 pm

No charge
24/7/365 coverage

No charge
24/7/365 coverage

No charge

8am to 5 pm
IRT- Anthony Tissera, Director Billed to campus

departments

8am to 5 pm

No charge
Service Category: Security

Service Description: Information and physical security support processes
Service
Server Vendor Management
Contact
Service Definition

Infrastructure and vendor(s) for server products
Security (817-735- and related issues.
0453)
Base Level Services

company/vendor relationship
management
- Vendors not covered under
an active contract
- Manage license compliance
Service Owner
Service Charge(s)

8am to 5 pm

No charge
Service Category: Database Services

Service Description: Service support and delivery of database services for approved IT applications.
Service
Database Planning and

Advisory Services
Database Installation and

Configuration
Database Maintenance and

Support
Database Backup and

Recovery
Contact
Information
Services 7355049
Service Definition
Base Level Services
- Assist with database designs

Advisory services for internal
based on project requirements
planning related to logical and
- Assist project teams with
physical database design
identifying the required data
projects.
- Assist development team(s)
with database design and
performance planning
- Installation of database disk

hardware
- Installation of database
server software
- Assist with data migration
Database hardware and
and integrity activities
software installation,
- Integrate backup and
Infrastructure and configuration and data access
recovery processes into the
Security 735-0453 testing for database instances
business continuity plan
serving approved IT
- Consult with business on
applications.
needs related to database
technologies
- Implement standard, backup
and recovery services
Information
Systems 7355049
Infrastructure and
Security 735-0453
Maintenance and support of

databases and related data
components.
Database Backup
Management services include
onsite/offsite storage of data
and management of media.
Database Recovery includes
data recovery of full or partial
database instances serving IT
applications.
- Patch and upgrade

management services
- User account administration
(database tier only)
- Change Management for
database related entities
- Second tier database support
and incident remediation
- Management of database
backup hardware and software
- Daily, weekly, monthly and
annual data backup services
- Partial/full data/database
instance restoration
Database installation,
configuration, maintenance,
support and/or performance
management services

MF, 7:00 a.m. - 6:00 pm, Central
time
Service Owner
IRT
Service Charge(s)
No Charge
- Non-standard or unregistered
databases
MIRT- Anthony Tissera, Director
- Non-standard or unregistered F, 7:00 a.m. - 6:00 pm, Central
No Charge
hardware and/or software
time
databases
2Normal business hours
Mhardware and/or software
F, 7:00 a.m. - 6:00 pm, Central
- Databases not covered by an
time
active Service Level or
Operating Level Agreement
(SLA/OLA)
IRT
No Charge
databases
Mhardware and/or software
F, 7:00 a.m. - 6:00 pm, Central
No Charge
- Databases not covered by an
time
active Service Level or
Operating Level Agreement
(SLA/OLA)
Service Category: Database Services

Service Description: Service support and delivery of database services for approved IT applications.
Service
Contact
Service Definition
Database Performance
Management
Infrastructure and notification of the database
Security 735-0453 environment to ensure
maximum availability and
adequate capacity.

vendor(s) for database
Infrastructure and
Database Vendor Management
products and related issues.
Security 735-0453
Base Level Services

database services and
thresholds
- Automated reporting of
database anomalies

company/vendor
communications
- Manage license compliance
Service Owner
Service Charge(s)

F, 7:00 a.m. - 6:00 pm, Central
No Charge
time

F, 8:00 a.m. - 5:00 pm, Central
No Charge
time
Service Category: UNT Health Central IT Services

Service Description: Service support of network devices, servers, applications and associated components for clinical operations.
Service
Contact
Service Definition
Base Level Services
UNT Health Practice

Management Application
Support
UNT Health EMR Application

Support
Centralized system
administration of UNT Health
practice management
application (Signature)
Perform central system
administration functions that
support the following
processes
- Capture of patient
demographics
- Appointment scheduling
- Patient billing
- Insurance payer workflow
- Report generation
Perform central system
administration for EMR
application and it supporting
infrastructure to
IRT
Centralized system
- Support the systematic
Infrastructure and administration of UNT Health collection of electronic health
Security
EMR (electronic medical
information about UNT Health
record) application (NextGEN) patients and patient
populations
- Facilitate the sharing of
records across different health
care settings and/or
information systems
- Facilitate EMR workflow
processes relative to patient
demographics, medical history,
medication, immunization
status, lab results, radiology
images and billing information
- Provide remote EMR access
to physicians, practioners and
UNT Health business
associates
Service Owner
Service Charge(s)
Tier 1 support relative to UNT

Health systems and
applications. See SERVICE
DESK
Normal business hours M-F,

8:00 a.m. - 5:00 pm
IRT- Anthony Tissera, Director Established as part of annual

UNT Health - IRT budget
(817-735-0453)
determination
Tier 1 support relative to UNT

Health systems and
applications. See SERVICE
DESK

8:00 a.m. - 5:00 pm
IRT- Anthony Tissera, Director Established as part of annual

UNT Health - IRT budget
(817-735-0453)
determination
IRT
Infrastructure and
Security
Service Category: Networking Services

Service Description: Service support and delivery of standard/approved network devices and associated components.
Service
LAN Administration
WAN Administration
Contact
Infrastructure and
Security (817-7350453)
Service Definition
Local Area Network (LAN)
design, implementation,
support, daily administration
and management.
Base Level Services

- Network jack installation
- Router installations &
configuration
- Customer issue analysis and
resolution
- Issue management and
escalation to external
vendor(s)
- Redundant network
connections
- Non-standard network
devices
- Third party network
connections
- Wireless access / access
points
- Network vendor contract
Infrastructure and Wide Area Network (WAN)
-negotiation
Network backbone
and facilitation
Security (817-735- Services ensure consistent,
0453)
reliable and available wide
management including:
area network services to
- Bridges
customers including
- Switches
maintenance of all passive and
- Routers
active customer network
- Cabling
connections such as routers,
bridges, switches and all
- Issue management and
associated wiring.
escalation to external
vendor(s)
- Redundant network
connections
- Third party network
connections
- Network vendor contract
negotiation and facilitation

- Non standard or
24/7/365 coverage
Service Owner
Service Charge(s)
IRT- Anthony Tissera, Director No Charge
- Non standard or
24/7/365 coverage
IRT- Anthony Tissera, Director No Charge

Service Category: Telecommunications Services

Service Description: Service support and delivery of standard/approved telecommunications components and devices.
Service
Contact
Telephone & Voicemail
Telecommunications
Group
817.735.2595
(voice),
817.735.5425
(fax)
Service Definition
Base Level Services
- Telephone installation,
Support of all telephone
management, repair and
services (on campus or remote configuration
locations).
- Telephone support
- Voicemail services
Cell Phone, BlackBerry and

iPhone
Telecommunications
Group
817.735.2595
(voice),
817.735.5425
(fax)
Service Owner
Service Charge(s)

8:00 a.m. - 5:00 pm
Info. Resourses and

Technology - Sally Ross,
Director, Telecommunication
Services
miscellaneous charges for

service types.
Procurement, voice setup and

management of all cellular and
pager services for authorized
employees.
- Management of cell phones

provided by contracted vendor
- data services set-up and
- Procurement and distribution
support. See HELP DESK and
of phone and accessories
8:00 a.m. - 5:00 pm
CLIENT SERVICES
- Setup of monthly calling
plans
Info. Resourses and

Services
$10 per month, per device
Pager Services
Telecommunications
Group
817.735.2595
(voice),
817.735.5425
(fax)
Procurement, setup and

management of all pager
services for authorized
employees.
- Management of pagers
provided by standard vendor
- Procurement and distribution
of pagers and accessories
- Setup of monthly paging
plans

8:00 a.m. - 5:00 pm
Info. Resourses and

Services
$1.50 per month, per device
Telephone Conferencing
Services
Telecommunications
Group
817.735.2595
(voice),
817.735.5425
(fax)
Setup and support for all

conference telephones and
bridge conferencing services
for multiple party and remote
teleconferencing.
- Setup of conference
telephones
- Removal of conference
telephones
- Setup of Group conferencing
services (bridging to multiple
inside or outside participants)

8:00 a.m. - 5:00 pm
Info. Resourses and

Services
$15 per request/meeting
Service Category: Web Hosting Services

Service
Contact
Service Definition
Base Level Services
Service Owner
Service Charge(s)
- No data entry of content

F, 7:00 a.m. - 6:00 pm, Central
time
No Charge

F, 7:00 a.m. - 6:00 pm, Central
time
No Charge
- Determine site requirements

Custom Web site Development
Information
Services 7355049
Develop Web sites per

requirement
- Based upon editor, build

template with navigation
production
- Provide consultation to
content managers re: usage
Content Management
Information
Services 7355049
Provide and support content

managers
- Respond to software
problems
- Provide training as required
- Server procurement,

DB-Driven Web Applications
Information
Services 7355049
Develop and implement DBDriven Web Applications
- Design / develop application /

test

F, 7:00 a.m. - 6:00 pm, Central
time

production

Custom Reports
Information
Services 7355049
Create customer reports re:

their application
Design / develop application /

test

F, 7:00 a.m. - 6:00 pm, Central
time
after approval, deploy into

production
- Provide consultation on use

Third-Party applications
Information
Services 7355049
Support third-party application
- Problem determination /
resolution
production

F, 7:00 a.m. - 6:00 pm, Central
time
HSC Information Resources and Technology Customers

Service
Administration
Academics
Clinical
Research
Server Administration
Security Services
Students
Database
IT Helpdesk and Client

Services
Networking Services
Programming
Telecommunications
UNT Health Central IT

Support
Web Services

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UNTHSC Technology Service Catalog

Service Category: Help Desk and Customer Support Services

Hardware Break/Fix Support

Network Printer Support

University Application Support

Services Not Included

Mon-Fri 8:00 am - 5:00 pm

Lynley Dungan, Director,

Mon-Fri 8:00 am - 5:00 pm

Lynley Dungan, Director,

$30.00 per Hour/No charge in

Mon-Fri 8:00 am - 5:00 pm

Lynley Dungan, Director,

Service related to security

Lynley Dungan, Director,

Support of University site

Lynley Dungan, Director,

Lynley Dungan, Director,

Mix of No Charge/$30 per hour

Installation and support of

Troubleshooting and diagnosis - Remote support, phone,

- New printer installation

Facilitate File Server Access

Mon-Fri 8:00 am - 5:00 pm

Faculty and Student

Management of student laptop

Limited support for out of

Mon-Fri 8:00 am - 5:00 pm,

Events must be UNTHSC

Mon-Fri 8:00 am - 5:00 pm,

Lynley Dungan, Director,

No Charge in most cases

Mon-Fri 8:00 am - 5:00 pm

Lynley Dungan, Director,

Mon-Fri 8:00 am - 5:00 pm

Lynley Dungan, Director,

EMR specific issues escalated

Lynley Dungan, Director,

Service Category: Server Administration

Server Installation and

Server Maintenance and

Server Backup Management

Base Level Services

Server hardware and software

- Initial hardware setup

Normal business hours: M-F

IRT- Anthony Tissera, Director Customer pays for

IRT- Anthony Tissera, Director Customer pays for any

Normal business hours: M-F

Clinical and research

IRT- Anthony Tissera, Director No charge unless after

Normal business hours: M-F

IRT- Anthony Tissera, Director

Server Backup Management

- Management of all server

Server Recovery Management

Services Not Included

- Restore services for data

Service Category: Server Administration