ACC Service Catalog Reference

Introduction

Below is the current ACC Service Catalog, including services that can be requested publicly and internally (through TDNext only). We've also include the primary team the request is routed to for your reference.

 
Service Name Category Short Description Public or Internal? Primary Team Routed To Technical Owner

Service Owner
ACC Data & Records Access Data, Reporting, and Analytics Data policy, catalog, and quality management questions Public IT - Data Governance David Cantu

Danny Sangster
ACC's Form Inventory Administrative and Business Systems / Records and Information Management ACC Form management Public Records & Information Management Azure Brown Azure Brown
Access Control Equipment Buildings & Facilities Hardware that manages access (e.g. doors, handles, gates, readers) Public IT - Electronic Safety & Security Service

Sandra Germenis
Access to MDF/IDF or Datacenter Buildings & Facilities Request access to IDF/MDF/datacenter. Includes email for other badge access requests Public IT - Electronic Safety & Security Eric Hutchins

Sandra Germenis
Accudemia Software and Applications Track student visits to certain areas Public EPMO Sarah Lisenbe Sarah Lisenbe
Ad Astra System Support Buildings & Facilities Form to request admin support for ad astra (not for room booking)   TLED- Curriculum Management Daniel Chupe-O'Hanlon Matthew Evins
Adobe Creative Cloud Teaching & Learning   Public TLED - Academic Technology Matthew Evins Matthew Evins
AI (Artificial Intelligence) Resources IT Professional Services   Public IT - Shared Services Sandra Germenis

Sandra Germenis
Application Hosting & Consulting Server and Storage Management Server provisioning request Public IT - Systems Administrators Rommel Mercado

Sandra Germenis
Architecture Advisory Services IT Professional Services Architecture, Vender, and Technical documentation review Public IT - Enterprise Architecture Roy Olekangal Roy Olekangal
Archive Research Request Administrative and Business Systems / Records and Information Management ACC Archive Public Records & Information Management Azure Brown Azure Brown
Archive Scan on Demand Administrative and Business Systems / Records and Information Management   Public Records & Information Management Azure Brown Azure Brown
Asana Software and Applications   Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
Audio/Visual Technology Teaching & Learning Request training, support, and new/upgraded A/V equipment Public TLED - Educational Technology Support Matthew Evins Matthew Evins
Benefits / Retirement Plans Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Box Server and Storage Management   Public IT - Desktop Support Leads Paul Langlois Dr. Lara Helms
Budget & Funding Administrative and Business Systems Budget questions - routes to ITBO or Alisha as appropriate Public IT - Business Office Michael Davis

Sandra Germenis
Campus Network & Wi-Fi Wi-Fi and Network Network requests at the campus level Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Cisco Emergency Responder (CER) (911 Mapping) Communication and Collaboration 911 mapping software Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Colleague Administrative and Business Systems Support for Colleague UI, CampusLogic, Self Service, SPEEDE/Transcript, TouchNet, and other related requests Public IT - ERP Sammy Alvanipour

Sandra Germenis
Compensation & Classification Study Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Compensation Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Contact Center Management IT Professional Services Webex Contact Center Agent Desktop Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Data Center Server Support Server and Storage Management Server configuration, monitoring, patching, updates, and DNS Public IT - Systems Administrators Rommel Mercado

Sandra Germenis
Data Integration Data, Reporting, and Analytics Add data to data hub, create Informatica user, share data with third party Public IT - Data Integration Santosh Kobbajji

Danny Sangster
Datacenter Network Wi-Fi and Network Network requests at the datacenter level - VPN, monitoring, load balancing, firewall, custom URL Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Desktop and Mobile Device Support Computer, Device, and Printing Support Support for college-owned desktops, laptops, tablets, and mobile devices: operating system updates/upgrades, patch management, security updates/upgrades, application updates/upgrades, reimaging endpoints, and endpoint management including JAMF and WS1 Public IT - Desktop Support Leads Stephanie Loving-Walker Dr Lara Helms
Device & A/V Checkout Teaching & Learning   Public TLED - Educational Technology Support Matthew Evins Matthew Evins
Document Destruction and Media Disposal Administrative and Business Systems / Records and Information Management Shredding Vendor Public Records & Information Management Azure Brown Azure Brown
Document Requests Human Resources & Payroll / Current Employees Employees can request tax documents Public Payroll (different ticketing application) Eric Kennedy Eric Kennedy
Donate Items to the Archive Administrative and Business Systems / Records and Information Management   Public Records & Information Management Azure Brown Azure Brown
Educational Advancement Programs Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Emergency Notification Systems Buildings & Facilities Digital signage displays Public IT - Electronic Safety & Security Eric Hutchins

Sandra Germenis
Employee Change Job Request IT Professional Services Initiate a request with IT to update an employee's access to systems resulting from a job change Public IT - Service Desk Dr Lara Helms Dr Lara Helms
Employee Onboarding IT Professional Services request access and hardware for new employees Public IT - Desktop Support Leads Stephanie Loving-Walker Dr Lara Helms
Employee Offboarding IT Professional Services request access removal for offboarded employees Public IT - Service Desk Dr Lara Helms Dr Lara Helms
Employee-specific Inquiry (self) Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
ERP Database/DBA Request Administrative and Business Systems   Public IT - DBA Sammy Alvanipour

Sandra Germenis
Event A/V Support Buildings & Facilities For external and internal events Public TLED - Event Multimedia Services and TLED - Educational Technology Support Matthew Evins Matthew Evins
Facilities Design & Engineering Request     Internal IT - Construction Projects Gary Weseman

Sandra Germenis
Faculty Portal Administrative and Business Systems Internally developed tools hosted on the Faculty Portal Public IT - Application Development Kathy Galaviz Brian Brandaw
FIS Work Requests Buildings & Facilities links to an Asana form for the FIS team Public Facilities Information Systems (separate form, not in TDX)    
General Request   General request form only found from the Agent view - this form does not collect much helpful information; please switch the form to any other in this list to route your request appropriately and collect applicable information about your request Internal IT - Service Desk   Dr Lara Helms
Google Workspace Software and Applications Gmail, Calendar, Meet, Chat, Sites, Workspace
*Sites and Training requests go to TLED		 Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
Hardware Computer, Device, and Printing Support NOT Onboarding Hardware - use the Onboarding service for that.

Does cover end-of-life replacements, specialty hardware, and quotes		 Public IT - CTS Tom Thomas Dr Lara Helms
HR Policies, Processes, and Reporting Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Human Resource Tools Administrative and Business Systems Internally developed Human Resources tools like Benefits, EVS, EEF, TRS Reporting Public IT - Application Development Kathy Galaviz Brian Brandaw
Identity and Access Management Information Security Captures account, password, and login requests (domain, okta, and applications) Public IT - Application Support (Okta, apps)

IT - Systems Administration (Domain)		 Rommel Mercado

Sandra Germenis
Information Security Advisory & Consulting Information Security Request guidance for meeting regulatory and contractual obligations such as FERPA, GLBA, HIPAA, and PCI-DSS. Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Infosec Review Form   Request Infosec review on a project / tech request Internal IT - Information Security Emilie Kunze Emilie Kunze
Inspire Teaching & Learning Connects students to advisory services Public EPMO Sarah Lisenbe Sarah Lisenbe
Intake Records into Enterprise Content Management System (CMS) Administrative and Business Systems / Records and Information Management   Public Records & Information Management Azure Brown Azure Brown
ITBO - IT Managed Vendor Contracts IT Professional Services IT-managed contracts Public IT - Business Office Michael Davis

Sandra Germenis
Job Application Questions Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Key Cabinets Buildings & Facilities Add, move, or access Key Cabinets (mostly PD/custodial) Public IT - Electronic Safety & Security Eric Hutchins

Sandra Germenis
Lab Reservation Systems Teaching & Learning Internally developed tools: ACCLeLa, ASL Tutoring, Labs Service Tracker Public IT - Application Development Kathy Galaviz Brian Brandaw
Learning Management (LMS) - Blackboard Teaching & Learning   Public TLED - Educational Technology Support Matthew Evins Matthew Evins
Leave Management Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Major Incident   Parent Ticket - must create from existing incident Internal (Retains Incident Owner)    
Microsoft 365 Software and Applications   Public IT - Service Desk Paul Langlois Dr Lara Helms
New Hire Pay Human Resources & Payroll / Pre-Employment New employees can ask questions related to first paychecks, including prorated pay for partial periods and timing. Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
New Technology Request IT Professional Services Links out to the tech request form Public links to existing Tech Request form (no ticket yet- Phase 2) Shay Tower

Sandra Germenis
Offboarding Questions for HR Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Offboarding for Managers Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Onboarding & Orientation Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Open Records Request IT Professional Services   Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Panopto Teaching & Learning Lecture Capture software Public TLED - Panopto Admin Matthew Evins Matthew Evins
Payroll Human Resources & Payroll / Current Employees   Public Payroll (different ticketing application) Eric Kennedy Eric Kennedy
Payroll Report Request Human Resources & Payroll / For Managers Departments can request payroll reports for their cost centers Public Payroll (different ticketing application) Eric Kennedy Eric Kennedy
Phones Communication and Collaboration New phones (soft and hard phones), reassign, moves, disconnect, and usage reports Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Poll Everywhere Teaching & Learning / Polling & Surveys Audience engagement tool Public TLED - Educational Technology Support Matthew Evins Matthew Evins
Position or Org Structure Request Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Printer Access Computer, Device, and Printing Support Connecting to printer (support requests go to RICOH) Public IT - Desktop Support Stephanie Loving-Walker Dr Lara Helms
Problem   Parent Ticket - tracks Root Cause data on Major Incident Internal (Retains Major Incident Owner)    
Professional Development & Performance Evaluation Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Qualtrics Teaching & Learning / Polling & Surveys Surveying tool Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
Question About One of My Employees Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Records & Retention Questions and Requests Administrative and Business Systems / Records and Information Management   Public Records & Information Management Azure Brown Azure Brown
Recruiting and Hiring for Managers Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Report Information Security Incident Information Security   Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Report Something is Broken Report Something is Broken Incident intake form - routes depending on issue selected Public IT - Multiple teams    
Reporting & Analytics Data, Reporting, and Analytics Reporting Requests, Report maintenance requests, Administration of BI Tool requests (Primarily Domo) Public IT - BI Susan Hoffman

Danny Sangster
Request Empty Boxes Administrative and Business Systems / Records and Information Management   Public Records & Information Management Azure Brown Azure Brown
Request for Off-Cycle Position or Org Structure Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Salesforce Administrative and Business Systems   Public IT - Salesforce Brenda Figueroa Brian Brandaw
Security Awareness & Education Information Security Annual and role-based programs to educate faculty, staff, and students on cybersecurity best practices, including phishing simulations. Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Security Cameras Buildings & Facilities   Public IT - Electronic Safety & Security Eric Hutchins

Sandra Germenis
Security Policy & Standards Development Information Security Creation and maintenance of institutional security policies, standards, guidelines, and risk assessments. Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Security Policy Exception Request Information Security A formal request to temporarily or permanently deviate from a security policy or standard for a specific reason and duration Public Information Security (different ticketing application) Emilie Kunze Emilie Kunze
Security System Management (Genetec, Keltron) Buildings & Facilities   Public IT - Electronic Safety & Security Eric Hutchins

Sandra Germenis
Separated Employee Pay Human Resources & Payroll / Post-Employment pay questions for terminated employees Public Payroll (different ticketing application) Eric Kennedy Eric Kennedy
Service Awards Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Sick Leave Pool Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Software and Applications Support Software and Applications Request access or support for the following applications (ACC supported applications that don't have their own service page):
Articulate 360, Atlassian / Jira, Fusion (JAWS & ZoomText), Get Counseling, Kivuto, Lucid Chart, MathType, Maxient, Open Athens, Packback, Padlet, Poll Everywhere, Sirsi Dynix, Smartsheet, Student Life, Suitable, Titanium, Vaso Health, Wolfram Mathematica, or Other. For new software purchases, please submit a Technology Request

*Some of these are supported by various teams		 Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
SSL Encryption Server and Storage Management Install, Renew, and Revoke Internal and External SSLs Public IT - Systems Administrators Rommel Mercado

Sandra Germenis
Staff Portal Administrative and Business Systems Internally developed tools in the Staff portal Public IT - Application Development Kathy Galaviz Brian Brandaw
Storage Server and Storage Management Network shared drives, file backups and restores Public IT - Systems Administrators Rommel Mercado

Sandra Germenis
Student Portal Teaching & Learning Internally developed tools in the Student portal Public IT - Application Development Kathy Galaviz Brian Brandaw
Survey Monkey Teaching & Learning / Polling & Surveys   Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
Tax Withholding Human Resources & Payroll / Current Employees   Public Payroll (different ticketing application) Eric Kennedy Eric Kennedy
TeamDynamix IT Professional Services ACC's ITSM - request enhancements and changes Public IT - Desktop Support Leads Paul Langlois Jenni Hilton
Transcripts Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Verification of Employment Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Voicemail Communication and Collaboration New requests, holiday/closure messages Public IT - Networking & Telecommunications Jeremy Cantu

Sandra Germenis
Vulnerability Support Information Security Regular scanning of institutional systems to identify, prioritize, and coordinate remediation of vulnerabilities, including risk reporting and tracking. Public IT - Service Desk Emilie Kunze Emilie Kunze
Web Services Communication and Collaboration ACC Website requests (routes to marketing team) Public OCRM Ed Terry Ed Terry
Webex Communication and Collaboration   Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
Wellness Programs Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application) Kelly Torrico Kelly Torrico
Workday Adaptive Planning (Budgeting) Administrative and Business Systems   Public IT - ERP Sammy Alvanipour

Sandra Germenis
Workday Platform Administrative and Business Systems   Public IT - ERP Sammy Alvanipour

Sandra Germenis
Zoom Communication and Collaboration   Public IT - Desktop Support Leads Paul Langlois Dr Lara Helms
 

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