Organization of ICTS

Organizational structure

ICTS is a matrix shaped organization:

Hierarchically we are organized in departments, each at one location/building. Functional coordination of the different work and management processes is organized across all locations, yielding a matrix.

·	The Service Desks department contains the ICTS Service Desk and the Notebook Service Centre.

The Service Desk is the single point of contact for all of the University of Twente community. The Notebook Service Centre is there to supply notebook related support for students.

·	“Second line” ICT support for UT students and staff is provided by our four front office departments: Carré, Horst, ITC and Ravelijn.

·	ICTS has two back office departments: the department Infra for Network Administration, Server Administration and Telephony, and the department ISA for Information services, System development and Application support.

Management team

The ICTS management team consists of:

·	Koen van der Drift, interim executive

·	Peter Lasker, head of the Horst department

·	Karel Nelissen, head of the ITC department

·	Erik van den Bosch, head of the Information Provision, System Development & Application Support (ISA) department

·	Gert Meijerink, head of the Infra department

·	Gilbert van den Dobbelsteen, head of the Ravelijn department

·	Tonnie Tibben, head of the Carré department

·	Hans Bezemer, head of the Service Desks department (Service Desk and Notebook Service Centre)

Work processes

The services of ICTS are grouped into 12 work processes, each coordinated by a member of the ICTS Management Team (given in parentheses after each process):

·	Work station support (Peter Lasker)

·	Custom support (Tonnie Tibben)

·	Service Desks (Hans Bezemer)

·	User information (Gilbert van den Dobbelsteen)

·	ICT for students (Hans Bezemer)

·	Hardware (Hans Bezemer)

·	Software (Gilbert van den Dobbelsteen)

·	Server management (Gert Meijerink)

·	Network management (Gert Meijerink)

·	Telephony (Gert Meijerink)

·	Information Provision, System Development & Application Support (Erik van den Bosch)

·	Innovation (Tonnie Tibben)

Work station support for staff

Work station support for UT staff is provided by four ICTS departments, each department supporting several buildings:

·	Carré Department: Carré, Citadel, Nano lab and Zilverling buildings

·	Horst Department: Horst and Meander buildings

·	ITC: location ITC, Hengelosestraat 99, 7514 AE in Enschede (off campus)

·	Ravelijn Department: All remaining buildings (including Ravelijn, A building (Dutch: gebouw A), Bastille, Cubicus, Spiegel, Vrijhof, Sport Centre).

Work station support for students

Work station support for students occurs partly via the ICTS Notebook Service Centre and partly via the Students Network Twente (SNT).

Account Managers

Within the ICTS management team there are five account managers, who are designated ICTS contacts for one or more faculties and support departments:

·	Tonnie Tibben: Account Manager for EWI

·	Peter Lasker: Account Manager for CTW and TNW,

·	Koen van der Drift Account Manager generic service delivery

·	Gilbert van den Dobbelsteen, Account Manager for GW, MB, Management, Facility Services, Student Union and third parties

·	Erik van den Bosch: Account Manager university institutional systems and applications for third parties

·	Karel Nelissen: Account Manager for ITC

▪ Elucidation of the work and management processes

▪ Face book ICTS