Under the leadership of the Library Information Technology, the Library IT Production Services provides critical technological infrastructure to the Library including server and database administration, desktop and network support, web development and maintenance, and access control.
The Library IT Production Services consists of four units that provide core technology services supporting all areas of the Library operation.
The Library IT Help Desk focuses on enabling Library Faculty and Staff to make effective use of the Library’s production technology-based systems and services. Support requests are reviewed and triaged by Help Desk staff, then resolved or routed appropriately. The Help Desk also assists Library IT with documentation, user education, planning, and communication.
The Infrastructure Management and Support (IMS) group is responsible for maintaining all Library infrastructure hardware and software operations, including server and storage systems. IMS also supports production applications, whether open source, developed in-house, or third party. The extent of support includes monitoring for availability/performance, applying application and security patches, implementing backup, disaster recovery, and business continuity plans, and maintaining the IT service catalog.
The Web Team facilitates the development, deployment, and maintenance of web services and applications within the Library. The Web Team creates and modifies templates and elements for use by Library Faculty and Staff with various web management systems. Also, the Web Team trains, supports, and troubleshoots problems in the use of Library web content platforms, including the integration of third party code/resources into library managed web content (Flickr, Twitter, etc).
The Workstation and Network Support (WNS) group is responsible for the installation, maintenance and support of the Library networked computing hardware and software infrastructure, including approximately 1000 workstations and laptops, peripherals, and network printers that serve Library Faculty, Staff, and patrons. Activities include responding to work requests, operating system and software installation and updates, and hardware lifecycle management.