About University IT

• Administrative Systems
• IT Services
• Information Security Office
• Shared Services

Current state

of our service catalog

and user documentation

Web Technologies

Over 100 services

Consistent categorization

of services

• Service catalog
• Incident reporting
• Problem management
• Self-help knowledge base

Models for IT service management

• Information Technology Infrastructure Library (ITIL)
• Educause Center for Analysis and Research (ECAR)

IT service catalog model

Source: ECAR Research, The Higher Education IT Service Catalog: A Working Model for Comparison and Collaboration
http://www.educause.edu/visuals/shared/ECAR/ewg1502.pdf

ECAR

COMMUNICATION AND COLLABORATION

• Email and Calendaring

  • Office 365

Proposed

EMAIL AND CALENDAR

• Applications
  • Office 365

INFRASTRUCTURE

• Storage
  • CrashPlan

SERVERS, DATABASES, AND STORAGE

• Backup
  • CrashPlan

1. ACCOUNTS AND ACCESS: Applications | ID Card Access | Online Access

2. BUSINESS AND ENTERPRISE SYSTEMS: Asset Management | Document Imaging and Management | Finance and Procurement Systems | Human Resources | Identity and Access Management | IT Service Management | Middleware | Reporting and Analytics | Research Administration | Student Information Systems

3. COLLABORATION: Communications | Document and Digital Asset Management | Websites and Web Tools

4. COMMUNICATIONS: Collaboration | Conferencing | Contact Center Tools | Paging | Phones | Television

5. COMPUTERS AND MOBILE DEVICES: Backup | Communications | Online Access | Professional Services | Security | Software | Storage | Support Tools

6. DOCUMENT AND DIGITAL ASSET MANAGEMENT: Collaboration | Documents | Images

7. EMAIL AND CALENDAR: Accounts | Applications |  Distribution Tools | Infrastructure | Security

8. NETWORKS AND CONNECTIVITY: Access and Operational Tools | Network | Security | Wiring

9. PROFESSIONAL SERVICES: Communications | Computers and Mobile Devices | Database | Project Management | Reporting | Security | Server Hosting | Software | Websites

10. RESEARCH COMPUTING AND ADMINISTRATION: Computing | Administration

11. SECURITY: Applications | Compliance | Computers and Mobile Devices | Consulting | ID Card Access | Online Access | Network | Server Hosting | Storage

12. SERVERS, DATABASES, AND STORAGE: Backup | Database | Servers | Storage

13. SUPPORT AND TRAINING: Documentation | Support | Training

14. WEBSITES AND WEB TOOLS: Forms and Surveys | Publishing | Tools

Design Experimentation

We don't know unless we try.

Design Patterns

• Top navigation
• Card
• Collapsible panel
• Hero banner
• Table

Service category specific

top navigation

• Expose content within a service category
• Consistent user experience across service pages

Service category specific

announcements and events

• Tagged by service category 
• Can be displayed on multiple service pages
• Leverage feeds

How do I... guide

• Step-by-step instructions
• Table of contents

What should I use... guide

• Scan
• Compare and choose different options
• Tables

Reference guide

• Single Page Layout
• Larger text size
• Card
• Tables

Launch Page

• Hero banner with action link
• Cards

Style consistency

• Style Guide
• Pattern Library

Emphasize search

• Home page
• Landing pages