Mission. In direct support of the Information Technology Services Mission, the IT Operations Center strives to reduce both the duration and impact of outages of systems provided by IT Services. This is done through effective monitoring, timely and high-quality communication and alerting, and consistent tracking of incident progress. ITOC is a conduit through which the IT Services customer is represented with respect to incident prevention, and is a proponent and executor of proactive client communications. ITOC will maintain an effective staffing level, with continual training and improvement, in order to always serve our five priorities effectively.
What we do
The IT Operations Center (ITOC) is responsible for 24x7x365 monitoring and incident management for all IT Services systems, applications, and the Data Center Building Facilities. The ITOC is also responsible for after-hours operations, remote hands services, and end-user troubleshooting for various systems and services. The ITOC is also the primary support system for enterprise voice, paging, the operator service platform, and the campus card system. Since the function of this group is to handle incidents and issues, it is also the primary owner and coordinator for the IT Services and Administrative Systems Satellite Operations Center/Disaster Recovery efforts.
Our five priorities
- Management of existing Incidents
- Urgent Operations (time sensitive/scheduled operations)
- End User Support/Help Desk functions
- Routine Operations (those not dependent on timely/specific completion)
- After-hours Data Center Building Facilities Emergency Response
For additional details about the IT Operations Center, contact Patrick Young, or the Operations Center at 650-723-1611.