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
ACC Data & Records Access Data, Reporting, and Analytics Data policy, catalog, and quality management questions Public IT - Data Governance
ACC's Form Inventory Administrative and Business Systems / Records and Information Management ACC Form management Public Records & Information Management
Access Control Equipment Buildings & Facilities Hardware that manages access (e.g. doors, handles, gates, readers) Public IT - Electronic Safety & Security
Accudemia Software and Applications Track student visits to certain areas Public EPMO
Adobe Creative Cloud Teaching & Learning   Public TLED - Academic Technology
AI (Artificial Intelligence) Resources IT Professional Services   Public IT - Shared Services
Application Hosting & Consulting Server and Storage Management Server provisioning request Public IT - Systems Administrators
Architecture Advisory Services IT Professional Services Architecture, Vender, and Technical documentation review Public IT - Enterprise Architecture
Archive Research Request Administrative and Business Systems / Records and Information Management ACC Archive Public Records & Information Management
Archive Scan on Demand Administrative and Business Systems / Records and Information Management   Public Records & Information Management
Asana Software and Applications   Public IT - Desktop Support Leads
Audio/Visual Technology Teaching & Learning Request training, support, and new/upgraded A/V equipment Public TLED - Educational Technology Support
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
Balcones Shred Administrative and Business Systems / Records and Information Management Shredding Vendor Public Records & Information Management
Benefits / Retirement Plans Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Box Server and Storage Management   Public IT - Desktop Support Leads
Budget & Funding Administrative and Business Systems Budget questions - routes to ITBO or Alisha as appropriate Public IT - Business Office
Campus Network & Wi-Fi Wi-Fi and Network Network requests at the campus level Public IT - Networking & Telecommunications
Cisco Emergency Responder (CER) (911 Mapping) Communication and Collaboration 911 mapping software Public IT - Networking & Telecommunications
Colleague Administrative and Business Systems Support for Colleague UI, CampusLogic, Self Service, SPEEDE/Transcript, TouchNet, and other related requests Public IT - ERP
Compensation & Classification Study Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Compensation and Payroll Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Contact Center Management IT Professional Services Webex Contact Center Agent Desktop Public IT - Networking & Telecommunications
Data Center Server Support Server and Storage Management Server configuration, monitoring, patching, updates, and DNS Public IT - Systems Administrators
Data Integration Data, Reporting, and Analytics Add data to data hub, create Informatica user, share data with third party Public IT - Data Integration
Datacenter Network Wi-Fi and Network Network requests at the datacenter level - VPN, monitoring, load balancing, firewall, custom URL Public IT - Networking & Telecommunications

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
Device & A/V Checkout Teaching & Learning   Public TLED - Educational Technology Support
Donate Items to the Archive Administrative and Business Systems / Records and Information Management   Public Records & Information Management
Educational Advancement Programs Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Emergency Notification Systems Buildings & Facilities   Public IT - Electronic Safety & Security
Employee Onboarding IT Professional Services request access and hardware for new employees Public IT - Desktop Support Leads
Employee-specific Inquiry (self) Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
ERP Database/DBA Request Administrative and Business Systems   Public IT - DBA
Event A/V Support Buildings & Facilities For external and internal events Public TLED - Event Multimedia Services and TLED - Educational Technology Support
Facilities Design & Engineering Request     Internal IT - Contruction Projects
Faculty Portal Administrative and Business Systems Internally developed tools hosted on the Faculty Portal Public IT - Application Development
General Request   DO NOT USE - This form is only found from the Agent view - it 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
Google Workspace Software and Applications Gmail, Calendar, Meet, Chat, Sites, Workspace
*Sites and Training requests go to TLED		 Public IT - Desktop Support Leads
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
HR Policies, Processes, and Reporting Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Human Resource Tools Administrative and Business Systems Internally developed Human Resources tools like Benefits, EVS, EEF, TRS Reporting Public IT - Application Development
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)
Infosec Review Form   Request Infosec review on a project / tech request Internal IT - Information Security
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)
Inspire Teaching & Learning Connects students to advisory services Public EPMO
Intake Records into Enterprise Content Management System (CMS) Administrative and Business Systems / Records and Information Management   Public Records & Information Management
ITBO - IT Funded Vendor Contracts IT Professional Services IT-managed contracts Public IT - Business Office
Job Application Questions Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application)
Key Cabinets Buildings & Facilities Add, move, or access Key Cabinets (mostly PD/custodial) Public IT - Electronic Safety & Security
Lab Reservation Systems Teaching & Learning Internally developed tools: ACCLeLa, ASL Tutoring, Labs Service Tracker Public IT - Application Development
Learning Management (LMS) - Blackboard Teaching & Learning   Public TLED - Educational Technology Support
Leave Management Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Major Incident   Parent Ticket - must create from existing incident Internal (Retains Incident Owner)
Microsoft 365 Software and Applications   Public IT - Service Desk
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)
Offboarding Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application)
Offboarding for Managers Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application)
Onboarding & Orientation Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application)
Open Records Request IT Professional Services   Public Information Security (different ticketing application)
Panopto Teaching & Learning Lecture Capture software Public TLED - Panopto Admin
Phones Communication and Collaboration New phones (soft and hard phones), reassign, moves, disconnect, and usage reports Public IT - Networking & Telecommunications
Poll Everywhere Teaching & Learning / Polling & Surveys Audience engagement tool Public TLED - Educational Technology Support
Position or Org Structure Request Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application)
Printer Access Computer, Device, and Printing Support Connecting to printer (support requests go to RICOH) Public IT - Desktop Support
Professional Development & Performance Evaluation Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Problem   Parent Ticket - tracks Root Cause data on Major Incident Internal (Retains Major Incident Owner)
Qualtrics Teaching & Learning / Polling & Surveys Surveying tool Public IT - Desktop Support Leads
Question About One of My Employees Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application)
Records & Retention Questions and Requests Administrative and Business Systems / Records and Information Management   Public Records & Information Management
Recruiting and Hiring for Managers Human Resources & Payroll / For Managers   Public Human Resources (different ticketing application)
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
Request Empty Boxes Administrative and Business Systems / Records and Information Management   Public Records & Information Management
Salesforce Administrative and Business Systems   Public IT - Salesforce
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)
Security Cameras Buildings & Facilities   Public IT - Electronic Safety & Security
Security Policy & Standards Development Information Security Creation and maintenance of institutional security policies, standards, guidelines, and risk assessments. Public Information Security (different ticketing application)
Security System Management (Genetec, Keltron) Buildings & Facilities   Public IT - Electronic Safety & Security
Service Awards Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Sick Leave Pool Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application)
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, Grammarly, 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
Something is Broken - Information Security Information Security Incident routed to Information Security Public Information Security (different ticketing application)
SSL Encryption Server and Storage Management Install, Renew, and Revoke Internal and External SSLs Public IT - Systems Administrators
Staff Portal Administrative and Business Systems Internally developed tools in the Staff portal Public IT - Application Development
Storage Server and Storage Management Network shared drives, file backups and restores Public IT - Systems Administrators
Student Portal Teaching & Learning Internally developed tools in the Student portal Public IT - Application Development
Survey Monkey Teaching & Learning / Polling & Surveys   Public IT - Desktop Support Leads
TeamDynamix IT Professional Services ACC's ITSM - request enhancements and changes Public IT - Desktop Support Leads
Transcripts Human Resources & Payroll / Pre-Employment   Public Human Resources (different ticketing application)
Verification of Employment Human Resources & Payroll / Post-Employment   Public Human Resources (different ticketing application)
Voicemail Communication and Collaboration New requests, holiday/closure messages Public IT - Networking & Telecommunications
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
Web Services Communication and Collaboration ACC Website requests (routes to marketing team) Public OCRM
Webex Communication and Collaboration   Public IT - Desktop Support Leads
Wellness Programs Human Resources & Payroll / Current Employees   Public Human Resources (different ticketing application)
Workday Adaptive Planning (Budgeting) Administrative and Business Systems   Public IT - ERP
Workday Platform Administrative and Business Systems   Public IT - ERP
Zoom Communication and Collaboration   Public IT - Desktop Support Leads
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