Client Services and Security
The Client Services and Security (CSS) unit provides and promotes a client-facing, service-oriented environment for the campus community. The unit has a focus on support, services, and security.
CSS high-level unit goals are:
1. Customers understand the service offerings and delivery. CSS provides predictable and consistent service delivery and support.
2. CSS continuously improves the delivery of services to the customers.
3. CSS promotes a secure environment.
4. CSS is a high-performing, customer-centric and team-oriented organization.
The ITS Support Center provides assistance, information, and intelligent referral for all ITS services. The Support Center provides direct contact between clients and ITS technicians to help provide services, answer questions, and resolve computing problems as quickly as possible. This is done through two key services: HelpDesk and Standard Desktop Support.
CSS includes Software Licensing and Software Release Management. CSS facilitates access to software with UC educational/volume discounts and coordinate planning and testing for standard end-user applications.
The ITS Service Managers in CSS enable and promote a service-oriented view. They strive to provide clear service offerings to clients/customers, and align teams to offer services predictably and consistently. They work collaboratively towards these objectives by answering the 5 Questions for services:
1. What is the service, and how do I get it?
2. How do I get help? How do I use the service?
3. What does it cost?
4. How do we support this service?
5. How do we provide this service?
CSS role is highly collaborative. They work with all other ITS units to connect with clients, incorporate campus priorities and frame all-inclusive services. Their work is increasingly rooted in an overall Service Management framework based on ITIL, intended to cover the complete service lifecycle.
More information on service lifecycle and an IT Service Management toolkit can be found at: http://its.ucsc.edu/itsm
Project and Service Managers in CSS support other divisional and campus priorities through the development of information security policies and practices, computer security education and training, and business continuity and disaster recovery plans for the campus. The CSS Director also holds the role of Information Security Officer for UCSC.
If you have a question about this unit, please contact the CSS Director, Janine Roeth at (831)-459-5401