IS Service Groups:
About WVU OIT Information Systems
The Information Systems (IS) Division of the Office of Information Technology (OIT) supports all central administrative and student systems for the University. IS provides this support through four (4) inter-dependent service groups: Administrative Systems Development, Student Systems Development, Database Administration, and Systems & Operations. As a whole, Information Systems works to:
- Develop relationships, or rather partnerships, with the users of these systems and their management;
- Negotiate and establish service level agreements (SLAs) with these users;
- Implement and/or improve policies and procedures to ensure prompt, accurate response to the needs of these users and ensure the security and integrity of all data entrusted to IS;
- Develop and/or update standards to ensure quality, timely deliverables;
- Continually look to the future and make recommendations for the overall improvement of services provided and the systems supported; and
- Work with other OIT Divisions to accomplish these and other University goals.
The Enterprise Systems Development Group, is responsible for providing technical application support to administrative information systems operating in a UNIX, Oracle-based environment. This includes MAP (based on Oracle's Financial and Human Resources ERP Package), in-house developed interfaces and reports for MAP, and the upcoming ROAD System for the Office of Sponsored Programs.
To accomplish its charter, the ASD Group:
- Is a flat organization with teams focusing primarily on: Oracle Applications Upgrade, Human Resources, Financials, Procurement, Sponsored Programs, and Infrastructure - A senior developer has been identified as the principal point of contact for each of these focus areas.
- Established the DOTT or 'Developer On Top of Things' - This responsibility is assigned on a weekly rotating basis. As the DOTT, a Developer is the primary point of contact for the Group for all development issues. This position carries a pager so that the DOTT is reachable at all hours if the Operations/Help Desk staff needs to contact a Developer for any issues.
- Continues to establish/document guidelines, procedures and standards for planning, administration and documentation.
The Student Systems Development (SSD) Group, was organized through a cooperative arrangement between OIT and Student Affairs. SSD is staffed by personnel from both departments and is responsible for providing support for student information systems like STAR - which houses student registration, admissions, records, housing and financial aid - operating in a UNIX, Oracle-based environment. Specifically, it:
- Provides functional and technical applications support for the Offices of Student Affairs and Student Accounts.
- Develops and maintains specifications and other functional/technical documentation.
- Develops and maintains student census files for HEPC.
- Coordinates the implementation of new systems and functionality as well as testing fixes and upgrades to current systems.
- Provides data to other systems/departments throughout the University.
- Processes critical applications for Student Affairs (tape loads, grades, interfaces to other systems, etc.).
- Maintains STAR interfaces to other University systems such as the MIX.
- Maintains data integrity through edit processing, etc.
- Maintains STAR security.
- Trains users on STAR.
The Database Administration (DBAs) Group, manages, secures and monitors the University's administrative and student data systems housed in the Data Center. This includes the administration and management of the actual application or software, the fixes/updates to the application or software as shipped from the vendor, the installation of custom code built by ASD, and the security of these data systems. As caretaker of the University's data systems, the DBAs advise ASD and SSD staff on how best to access/use the databases and make any agreed upon changes to accommodate user requirements.
The DBA Group:
- Is also a flat organization with teams focusing primarily on: Core Systems, Development Support, and Upgrades - A senior DBA has been identified as the principal point of contact for each of these focus areas.
- Established a DOD or 'DBA On Duty' - This responsibility is assigned on a weekly rotating basis. As the DOD, a DBA is the primary point of contact for the Group for all database issues during normal business hours. The DOD's primary responsibilities include triaging trouble tickets, providing developer support, monitoring production systems and fulfilling security requests.
- Also established a DOC or 'DBA On Call' - This responsibility is also assigned on a rotating basis and, in contrast to the DOD, covers systems during all non-business hours. The DOC must carry their pager and cell phone so that s/he can be reached regardless of the time or where they may be. The DOC is charged to monitor the production systems, primarily, and correct any production critical problems as well as apply any necessary patches, fixes or custom code to production during non-business hours.
- Continues to establish/document guidelines, procedures and standards for planning, administration and documentation.
The Systems Administration Unit provides the technical support for the Data Center and all UNIX systems housed in it. This Unit:
- Coordinates the installation of new (to the Data Center) hardware.
- Monitors UNIX system performance and performs capacity planning.
- Diagnoses UNIX hardware failures and coordinates vendor support.
- Installs and/or applies new UNIX system micro-code and UNIX Operating System releases/patches/fixes.
- Troubleshoots UNIX system micro-code and UNIX OS-related problems.
- Implements/enforces security policies/procedures for UNIX systems.
- Installs/monitors intrusion (and virus) detection tools on all UNIX systems, establishes the appropriate response in the event of an attack, and acts.
- Develops/tests/implements/maintains backup/recovery procedures for all data files.
- Develops/tests/implements/maintains Disaster Recovery Plans for all systems.
- Provides problem resolution assistance for all users - usually in concert with other IS Groups and/or other OIT Divisions.
- Develops/documents administrative policies and procedures.
Data Center Operations ensures that the Data Center is monitored 24x7 by on-site operations staff. These Operators - following detailed procedures and/or scripts - regularly check the environmentals in the Data Center, the status of all equipment, and whether or not selected systems (such as the MIX and the IVR) are available to users. The procedures/scripts, developed by operations staff or in conjunction with other IS personnel, define what action(s) is(are) needed if conditions in the Data Center are found to be outside the acceptable range. Recently, fast action by the Operator on duty, when the building air conditioning failed, averted a meltdown and the loss of the Data Center for an extended period of time.
The Systems & Operations Group also provides Technical Architecture Consultation to any WVU organization needing help in sizing a server or designing a 'data center'. Requests for this service must be made through the Group's Assistant Director. Once the requirement is fully understood, a team will be built from staff in IS and, as necessary, other OIT Divisions to ensure all aspects of the request can be addressed.
Updated October 23, 2007