Welcome to the contact page of library, ict services & archive (LISA). here you will find more information about our service desks and contact specialists within the faculties, our organisation, and our departments.
Service desks
Here is an overview of our service desks. For route information to a building, please use the campus map.
- Service Desk Library
The answer to your question may be listed on our FAQ page. We are located in the Vrijhof building (follow signs to library). If you prefer getting help through e-mail or WhatsApp, please feel free to contact us on working days:
- Laptop project
The laptop project sells laptops for students (& staff for home use) and offers service for these devices. For more information and contact details: www.utwente.nl/nsc.
All specialists
ICT specialist for service departments
Archiving specialists for all departments
Specialists at the BMS faculty
Specialists at the ET Faculty
Specialists at the EEMCS faculty
Specialists at the TNW/S&T faculty
Specialists at the ITC faculty
Subject Specialists Library (for all faculties)
Videoteam
Organisation
LISA’s main objective is to create an information service environment that aligns with the primary process and facilitates the University, its employees, and its students, thus increasing their success and effectiveness.
- Director & Management
- Secretariat
- Organogram LISA
Departments
LISA’s activities are divided into 8 departments.
- Department Embedded Information Services
The Embedded Information Services department (EIS) is the prominent and embedded department for the users. EIS carries out the account management and operational control for innovation of information services and consists of information specialists and a project manager led by the head of the department. The information specialists support employees and students in all aspects concerning (scientific) information. Based on the background of their own scientific training they offer support in the fields of the social or natural sciences.
- Department Operational Information & Learning Services
Operational Information & Learning Services (OILS) handles the operational processes for information services and manages the systems the department uses. OILS supports and advises visitors of the learning centre and also offers other supporting services in collaboration with EIS. OILS consists of the groups: learning centre, content management and functional application management.
- Department Archive & Document Management
Managing your information is important during your daily activities. From a legal point of view it is a must to save critical documents or better: records. The department Archive & Document Management of LISA helps you managing your records during the life cycle of a document. It may ensure that your records of historical, fiscal, and legal value are identified and preserved, and that non-essential records are discarded in a timely manner according to Dutch guidelines and identified legislation.
Our services
- Advise: consultation about analyzing your document flow and about managing your records during your project
- Archiving: support in scanning, disposition and archiving records in accordance with a service level agreement
- Transfer: store records which are inactive, whether they are in paper, digital or other formats
- Digitization: make your office paperless by understanding the flow of paper and implement solutions to digitize it
- Department Demand & Supply Management
The department of Demand & Supply Management (DSM) plays a crucial role in overseeing the strategic aspects of ICT facilities. Its primary objective is to achieve an optimal alignment between the demand and supply of various aspects related to ICT services, compliance, and data. To accomplish this, DSM considers the capabilities and expertise of both the LISA organization and ICT suppliers, along with the specific requirements of customers.
The key activities carried out by the DSM department include:
- The account managers within DSM are responsible for service level management, relationship management, and providing IT research support. They ensure that service levels are met, maintain relationships with stakeholders, and support research initiatives.
- DSM oversees the management of innovation and change programs, driving initiatives to foster innovation and facilitate smooth transitions within the organization.
- The department is also involved in the design, management, and maintenance of the information architecture, data management, application architecture, and technical architecture. This includes ensuring consistency in information management and the application landscape.
- Security management, led by the Chief Information Security Officer (CISO), involves formulating and implementing ICT security policies, as well as monitoring security measures to safeguard organizational assets.
- Privacy management is another responsibility of DSM, which includes roles such as Data Protection Officer (DPO) and Privacy Officer, ensuring compliance with privacy regulations and protecting sensitive data.
- DSM conducts IT audits, self-assessments, risk assessments, and maintains awareness of potential risks. They also handle reporting on these matters.
- Quality control is a key aspect of DSM's activities, involving the evaluation and assurance of processes, products, services, and migrations to ensure high standards are maintained.
- ITIL process management is another area of focus for DSM, ensuring adherence to ITIL best practices and effectively managing IT processes.
- The department takes charge in the development of products and services, overseeing their lifecycle and ensuring they align with organizational objectives.
- Management of suppliers and collaboration partners falls under the purview of DSM, including activities such as right sourcing, managing supplier contracts, and seeking strategic partnerships with sourcing partners.
Account managers
- Niek Raeimakers: Faculty EEMCS.
- Peter Lasker: Faculty ET. Also, service level manager;
- Ralph Mettinkhof: Faculty ITC & TNW. Also, Product manager of research IT;
- Hendri Hondorp: Faculty BMS and UT service departments. Also, product manager of Research IT;
- Department Customer Support
Customer Support (CS) is the first contact for users of ICT facilities at the UT when they have questions about the ICT facilities or want to report failures or problems. Students, employees and guests can turn to CS with their questions, requests or problems concerning everything ICT. Here they will receive support for their questions and requests. The tasks of Customer Support are grouped into two clusters: 1. Servicedesk and 2. On-site support.
The main activities of Customer Support (CS) are:
- Support of ICT users, both remote and on-site;
- Registration of user requests for standard products and services;
- Incident management: registration, analysis and progress monitoring of change requests and failure reports;
- Providing information about products and services;
- Informing the users (varying from the LISA website and manuals to communication in the case of disruptions in our services).
- Department Projects & Development
Projects & Development (PD) is the ICT expertise centre for custom-made services and innovation in research, education and management. Projects & Development (PD) develops products and services and offers a platform for the exchange of expertise in the fields of ICT in education and research. Projects & Development (PD) takes care of the maintenance of interfaces and middleware.
- Department IT Infra and Operations
IT Infra and Operations (ITO) provides, manages and maintains LISA’s (standard) products and services. Key concepts are: efficient, standard, proven technology, monitoring, 24x7 availability for the core systems.
Employees of IT Infra and Operations (ITO) are either specialists or generalists. IT Infra and Operations (ITO) focuses on the monitoring of ICT services and components, including the security of systems.
The tasks are grouped into four teams:
- Network management
- Server management
- Management of business applications
- Management of user applications
- University Information Management
University Information Management (UIM) is in charge of innovation and management of the ICT facilities within the UT. UIM does this in a manner that effectively and efficiently supports the ambitions of the UT with regard to education, research, commercial knowledge transfer and operational management. UIM advises the Executive Board on the Information and ICT policy of the UT and supervises its implementation.
UIM is responsible for the demand-driven process for ICT facilitation of the UT. To this end, it coordinates the consultation between the faculty information management, the holders of the institutional systems and the ICT service. The ICT project portfolio is drawn up annually under the direction of UIM.
ICT contact persons
The ICT contact person (intranet) is the primary discussion partner for LISA regarding the ICT needs of an education, research or support group.
ICT contact persons are kept informed by LISA by email of important ICT changes and are sometimes asked for reflection on the development/adjustment of ICT facilities such as UT workplace, data storage facilities, computing facilities, network possibilities and software licenses.
Conversely, LISA expects an ICT contact person to discuss a changing ICT need with the ICT account manager in a timely manner.
ICT contact persons have access to the LISA administration (and e-waste data) of UT workplaces and can make adjustments via the LISA Self Service Portal. A manual is available here.
In case of doubt about adjustments to ICT facilities requested by group members or the ordering of non standard ICT hardware, LISA consults the ICT contact person of the group.
Intranet
The LISA intranet only available for LISA members after login: utwente.nl/nl/intranet/lisa.
Suggestions and complaints
Do you have a suggestion about improving our support, or do you want to submit a complaint despite our efforts? We would like to hear from you:
Website team
Do you have any feedback related to the LISA services on this website? Please use the feedback options on the page or reach out to the LISA website team: webredactie-lisa@utwente.nl.