Contact: Jim Twetten, Director
Responsible for delivering specialized technologies and software to support the teaching and research mission of the university. Academic Technologies includes classroom technology support, emerging technology exploration, academic applications, collaborative technologies, web development, and high performance computing.
Contact: Matt Darbyshire
Classroom Services provides technology support for the university's 200+ general assignment classrooms. The group also provides support to colleges and departments in the installation and maintenance of departmental classrooms, collaborative workspaces and technology-rich conference rooms across campus. An extension of this support is the checkout and loan of laptop computers and media equipment to students.
Contact: Jim Twetten
Emerging Technology Exploration helps address the rapid expansion of cloud-based teaching tools available on the market, the growth of publisher-based content systems, and the proliferation of consumer-based devices that can be leveraged in the classroom. This area helps focus the increasing number of faculty requests for these technology explorations and their integration into ISU technology systems, business processes, and teaching practices.
Contact: Jim Twetten
Learning Management Systems & Collaborative Technologies is responsible for infrastructure oversight and tool development that supports learning and teaching with technology. Systems and applications supported include the learning management system (Blackboard), lecture capture (Panopto), video conferencing solutions in support of academic use, and the infrastructure for the delivery of video and multimedia.
Contact: Jeff Sorensen
Web Development offers a variety of services to augment, develop, manage, and maintain websites. These services are available to all departments and units on campus and include web hosting, site management, and application development. Services are built on a LAMP (Linux Apache MySQL PHP) architecture as a foundation for data-driven applications and websites. The area also creates and maintains mobile web applications, and provides limited native mobile services for iOS and Android devices.
Contact: David Popelka, Associate CIO
Contact: Jim Coyle
The High Performance Computing (HPC) Group provides training, assistance, and support for research and high performance computing as well as engaging in funded research projects. Other responsibilities include shared and distributed memory parallel programming; selection and development of efficient algorithms for scientific computing; program optimization, particularly those using large amounts of data, memory, or CPU time; and porting codes to HPC systems.
Contact: Rhonda Fiscus, Director
Responsible for the ITS budget and finances, management of internal accounting and billing systems, human resources, and other administrative support functions.
Contact: Rhonda Fiscus
Budget & Finance provides overall administrative operations support for ITS. Responsibilities include billing, payroll, purchase requisitions, inventory, and financial records and reports.
Contact: David Popelka
HR is responsible for the human resource functions of ITS including recruiting, hiring, salary analysis, student employment, and consultation with staff.
Contact: David Popelka, Associate CIO
Customer Services is responsible for campus relations, computer repair, and the Solution Center (help desk). Customer Services provides support to students, faculty, and staff for computing and telecommunication needs, assists with equipment acquisition and management, and promotes information technology partnerships.
The Solution Center provides direct support for information technology customers and acts as a single point of contact for problem resolution. Its mission is to help Iowa State University with supported computer software, networking, and service issues.
Contact: Ashley Weese
The peer-to-peer support model allows student staff to help students with issues familiar to them. Under this model a full time systems analyst works with the call center to assist with issues that require additional help or cannot be resolved in the Solution Center.
Contact: Cory Arrants
The peer-to-peer support model allows IT Services professionals to work with faculty and staff on issues that are often more complex. This model also includes "total contact ownership", where the Solution Center contact who initially answers the call takes ownership of the issue until it has been resolved or another person has agreed to assume this responsibility. "Total contact ownership" reduces on-hold time, allows customers to know who is working on their issues, and allows owners to regularly update customers on the status of their issue.
Contact: Mark Beran
Computer Service provides repair and maintenance for computer hardware and peripherals to individuals and departments. In addition to on-campus warranty service for specific vendors and models, they also provide non-warranty services for a broad range of computers, workstations, and printers as well as installation of equipment upgrades.
Contact: Ruth Schlotfeldt
Equipment & Acquisition Management staff provide client support for planning, ordering, and installing workstation systems and services. They work with clients to analyze needs and acquire appropriate equipment. Workstations, hardware, software, and other computer equipment are available to purchase.
Contact: Carol Walker
The access point for Test & Evaluation Services is the Solution Center, 195 Durham Center. Supported services include scoring exams, scoring surveys, and producing statistical reports of the results for the educational community at Iowa State and a variety of external clients. Instructor evaluations are also processed within a standard set of options.
Contact: Angela Bradley, Director
Responsible for the development and management of voice, data, and video networks for academic, administrative, student, and Research Park clients, and associated voice, data, cable plant, and operator services. Networks and Communications assists in the management of the BOREAS regional optical network that provisions commodity Internet and Internet2 access.
Contact: Jeff Pierce
Plant Operation is responsible for all installations and repair of campus voice, data, and video connections including coordinating, updating, and developing master plans; planning and design for new and renovated buildings; system sizing; layout; and operation of the university's copper and fiber cable plant. Technicians install, troubleshoot, and repair all services, and support staff maintain cable records and CAD drawings.
Contact: Jen Lohrbach
Engineering is responsible for all aspects of the campus data network and Internet connectivity including the campus network design and architecture, administration and management of routers and switches, circuit provisioning, and Internet vendor relations. In coordination with our university partners, Network Engineering supports the design, implementation, and operation of the Regional Optical Network, Boreas. The engineers are also proficient in network security with expertise and responsibilities for VPN services, firewalls, intrusion detection, and netflow analysis. The campus wireless network is another major engineering initiative. The Network Engineers are the highest tier of support on campus for IP telephony and load balancer technology used for email, Lync, university web sites, AccessPlus, Kuali, and Blackboard.
Contact: Sue Spencer
Support & Operator Services answers the main university directory number (294-4111 or dial 0), handles all voice/data work orders and trouble tickets, and works with customers on the programming of telephones and voice mail. Additional responsibilities include the project management of voice and data services for new buildings/ remodels and complete documentation of the university cable plant.
Contact: Mike McQuiston
The Voice Technology group is responsible for long-range technical project planning and management of all campus voice services. Major activities include investigating trends and requirements for campus voice needs, creating and updating the 5-year plan for the campus voice network and equipment, reconciling vendor bills with purchase orders, acting as lead on major Networks & Communications projects, and consulting with other institutions, the Regents, and Extension. This group recently converted the campus to Voice over IP, deploying Unified Communications Services where applicable, and integrating campus systems with new and emerging voice technologies.
The Systems & Operations unit is responsible for supporting the computer infrastructure services required for the university academic and administrative systems. Services include network registration, authentication, central file services, directory services, email, software systems development, server support, database administration, desktop support, labs, storage area networks, and data center operations.
Contact: Michael Lohrbach
The Application Architecture team provides essential services and support to the ISU campus community including planning, design, rollout, and maintenance of university-wide Microsoft Exchange, Microsoft Lync, Microsoft SharePoint, campus incident management solution, campus cloud file services, enterprise storage infrastructure used for department and research storage, campus wide desktop virtualization, PaperCut service for student and departmental printing, redundant enterprise-level backup and restore services, web services, comprehensive Windows OS support, Macintosh OS support, and server application support and maintenance. In addition, the Applications Architecture team researches, develops interfaces, and coordinates the campus use of shared cloud services including Box, Qualtrics, and Office365. Technical management and organization of software licensing is another major responsibility. Additionally, the group supports and maintains labs and contracted desktop clients representing approximately 3000 Windows and Mac OS desktops using centralized management tools like SCCM, Casper, and Secunia. A major component of implementing and deploying these services is collaboration and communication with distributed IT.
Contact: Gary Weaklend
Operations manages the ITS data centers with overall project responsibility for environmental controls, power and UPS systems, floor space plans, and system installation. Operations also processes batch jobs, prepares batch job output according to procedure instructions and delivers it to clients. The operations group is responsible for monitoring systems and network availability, initiating problem resolution procedures when necessary, and dispatching on-call personnel. This group also supports the daily backup of systems and client data. The Data Center Operations is staffed 24x7, 365 days a year.
Contact: Dan Crim
The Database Services team provides comprehensive, in-depth technical support for the following database platforms:
Services provided by the team include backup needs analysis and implementation, data restoration, health and performance measures, disaster recovery, security recommendations, database software upgrades, data transfers, query support, data updates as required, and troubleshooting. The Database Services team also supports the application development teams and creates database policies and procedures used in programming best practices. Applications and databases supported include ISU's enterprise-level Student Systems, Admissions, HR, Payroll, Kuali Financial System, Kuali Coeus, Kuali KPME, Blackboard, Student Health Services, Facilities, Planning, and Management, and many other departmental database systems.
Contact: Andy Weisskopf
Information Security is responsible for leading the development and adoption of campus security policies and best practices, managing incident investigation and response, planning and implementing security technologies, and providing educational outreach. Security projects include the develop and approval of the Data Classification Policy and Minimum Security Standards, mitigation of security breaches, complex firewall configurations, IDS deployment and monitoring, technical incident and log examination, multifactor authentication, encryption technologies and practices, and system security reviews. In addition, this team provides consulting services for cloud applications, policy and regulatory compliance, and research proposals.
Contact: Brad Wissink
Mainframe Support provides the technical services that maintain the hardware, operating system, applications, and data repositories of AccessPlus, affiliated web services, ITS development, and online production (ADIN) systems. Responsibilities include providing support for batch processes for payroll, purchasing, student records, billing and much more. Technical services include implementing and administering security, communications, backup/recovery, application development and deployment, storage, printing, data transfers, and web services.
Contact: John Hascall
The Network Infrastructure, Authentication, and Directory Services group develops, integrates, and supports highly critical central services for the ISU campus including: Net-ID registration software, authentication services (Kerberos, Shibboleth), directory services (Active Directory, Moira), Account Services for the Web (ASW), ,Domain Name Service (DNS), computer network registration, and email migration and integration software. This group also develops applications such as automated password changes, and printer resource allocation software to aid end user support efforts. This team is also responsible for central campus email services including mail processing and routing, spam filters, and administration of CyMail.
Contact: Peter Sailor
The ISU storage group's objective is to provide a robust enterprise-level storage infrastructure to meet current and future campus computing needs. One focus of the storage group is the campus Storage Area Network, operated in two data centers, providing a very high performance disk architecture. This system is currently used for mainframe applications, WebCT, Exchange email services, and critical database applications. Campus-wide file services, large research data sets, and VM storage requirements are being addressed by the purchase of a Network Attached Storage (NAS) device. The plan is for NAS services to be available in the March/April 2010 time frame. In addition, backup appliances are being purchased to facilitate disk-to-disk backups and restores. Backups as a service will also be available to campus in the Spring 2010 semester. The storage infrastructure will be highly scalable and flexible to accommodate multiple petabytes of data.
Contact: Kent Ziebell
Systems Infrastructure supports the comprehensive Virtual Machine (VM) architecture providing campus cloud services for a variety of campus applications. The team provides initial and ongoing VM configuration, performance monitoring, redundancy and failover, system updates and maintenance, and user consultation. The VM system also supports the Virtual Desktop Infrastructure (VDI) used in university labs, testing centers, and some administrative offices. This Systems Infrastructure team also provides campus-wide support for the Red Hat Linux operating system including user groups and consultation, interaction with the vendor, software testing, complex configuration support, and standard package configuration. Extensive OS knowledge and troubleshooting for internal systems is a critical function of this team supporting systems used for a wide variety of services and applications including the AccessPlus server infrastructure, the Kuali server environments, the main ISU web pages, departmental web servers, database servers, credit card processing systems, and directory systems.
Contact: Diane Beckman, Director
Responsible for coordinating university-wide information systems application development and support functions for the university. Collaborate with functional departments and facilitate cross-functional efforts across campus to identify process improvement opportunities leveraging information technology. University Information Systems includes student, financial, human resources, payroll, and research administration. Additional systems are supported for auxiliary university departments such as residence, facilities, athletics, alumni, public safety, environmental safety, and recreational and health services.
Contact: Lynn Miller
Data Warehouse is responsible for developing an environment containing a repository of university-wide information that will provide information for operational reporting as well as decision support and management activities at ISU including budgeting, planning, forecasting, decision making, and reporting. Additional responsibilities include support for the Office of Institutional Research, which is responsible for the collection, analysis, interpretation, and dissemination of information on all aspects of the university's activities.
Contact: Jim Hurley
Distributed Systems provides support of third-party systems for the Alumni Association, ISU Foundation, Environmental Health & Safety, Department of Public Safety, Athletics, Student Health, Student Counseling, Office of Intellectual Property and Technology Transfer, Extension, Office of Sponsored Programs Administration, Recreation Services,International Students & Scholars, Study Abroad Center, Memorial Union, Iowa State Center, College of Business, Equal Opportunity Office, University Museums and the Vice President for Research. Other responsibilities include developing and supporting Accessdatabases for various departments and supporting the research administration systems.
Contact: Deb Nelson
Employee Systems develops and supports systems for ISU's Human Resource and Payroll systems including benefits, hourly payroll, salary commitments, vacation/sick leave, electronic personnel actions, and budget. Additional responsibilities include supporting the administrative computing needs of Iowa Agriculture and Home Economics Experiment Station, Coop Extension, the Provost Office, and the Residence Halls.
Contact: Lynn Miller
Facilities Systems develops and supports systems for ISU's Facilities Planning & Management, Postal and Parcel Services, and other non-FP&M departments that utilize FAMIS.
Contact: Brian Ntem
Financial Systems provides support to offices within the Controller's Department, departments reporting to the Vice President of Business and Finance, and for business processes used throughout the university community. Other responsibilities include supporting the purchasing application for the university, Transportation Services, Central Stores, and the University Bookstore, along with developing unique interfaces to purchased business applications such as those used by ITS, ISU Printing Services, Transportation Services, Central Stores, University Book Store, and Facilities Planning & Management.
Contact: Todd Hughes
Enterprise Systems Architecture, consisting of Internal Systems, Data Control, AccessPlus infrastructure and Content Management provides support to the other application development teams within ITS. Services include the design and development of internal systems and the scheduling, preparation, and control of computer jobs for batch processing.
Data Control oversees, schedules, and controls the daily batch processing routines. This group maintains a schedule to ensure that all production jobs are processed and that they are processed in the proper order for our clients.
ESA is a proactive group leading and coordinating research, evaluation, recommendation, and installation of new technology efforts related to information access and distribution. Many of their projects involve cooperative efforts with other ITS groups, clients, and vendors. The group also aids in developing educational material and assisting staff in the application interface and use of newly installed technology.
Contact: Maury Hope
The Kuali team collaborates with universities, colleges, businesses, and other organizations on enterprise software systems, including Kuali Financial System (KFS), Kuali Coeus (KC) for research administration, and Kuali Rice, a middleware infrastructure common to the other Kuali software. The team is partnering to build and sustain open-source administrative software for higher education, by higher education.
Contact: Carol McDonald
The Student Systems team provides IT support for the offices of Admissions, Residence, Dining, Financial Aid, ISU Card, Registrar, University Receivables, Treasurer (web credit card payments) and Graduate College. Team members work in partnership with each of these offices to deliver enterprise solutions providing essential services to students, faculty, and staff. The team also provides numerous integrations with distributed systems supported by ITS Distributed Systems, Admissions IT, ITS Learning Management teams as well as systems supported by several colleges and departments. Looking to the future ISU, in March 2014 ISU joined the Kuali Student project.
Contact: Jim Davis, CIO
Contact: Lynette Sherer
Responsible for building Information Technology Services (ITS) awareness on campus. Integrate marketing communications, coordinate and manage web sites, articles, and ITS image.