Professional Services

People-based services that support the management of IT and other processes for the institution. Comprises consulting services not related to specific services identified in other categories. Includes enterprise architecture, continuous improvement and innovation, digital accessibility, IT communication and documentation, IT service delivery and support, portfolio and project management, and training and outreach.

Categories (9)

Continuous Improvement and Innovation

Consulting unrelated to a specific technology service, such as business process streamlining, business relationship management, and business analysis.
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Digital Accessibility

Assessing or enabling accessibility of academic software, enterprise applications, or electronic/digital resources. Might include accessibility reviews, defining standards, analysis, or end-user training/awareness.
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IT Administrative Support Services

Includes services supporting the IT department and its activities including administrative support, facilities support, and workforce & talent management.
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IT Communications and Documentation

Development and delivery of IT communications related to delivery of IT services. Might include communications related to system changes, service offerings, or service outages (planned or unplanned). Functionally, might include maintenance of support documentation and/or the service catalog.
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IT Service Delivery and Support

Includes design and maintenance of the capabilities, tools, and service points needed to deliver IT services or provide end-user support. Includes service desks, call centers, and online support delivery. Might include concierge support or special event service delivery.
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IT Service Management

Includes a set of ITSM practices used by the organization to design, deliver, manage, and improve the way IT services are provided to customers. The objective of ITSM is to ensure that IT services are aligned with the needs of the business, providing value and meeting the expectations of end-users and stakeholders.
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IT Strategy, Governance, and Enterprise Architecture

Enterprise-level strategy and planning.
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Portfolio and Project Management

Project portfolio management and related project management services.
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Training and Outreach

Developing, delivering, or coordinating end-user technology training for applications and systems. Functionally, might include organizational change management and/or development and delivery of digital literacy campaigns.
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