LISA’s main objective is to create an information service environment in alignment with the primary process that facilitates the University, its employees, and its students, thus increasing their success and effectiveness.
LISA’s activities are divided into 6 departments: Operational Information Learning Services (OILS), Embedded Information Services (EIS), Demand & Supply Management (DSM), Customer Support (CS), Projects & Development (PD) and IT Infra and Operations (ITO).
The EIS department 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, record managers and a project manager led by a head of the department. The record managers are able to support employees in all aspects of the management and making available of documents, as well as the work flows of the University’s operational management. 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.
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, functional application management and archive.
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).
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.
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
Demand & Supply Management (DSM) fulfils the strategic aspects of the ICT facilities. It pursues an optimal harmony between demand and supply concerning everything ICT. In doing so, Demand & Supply Management (DSM) takes the capacity and competence of both the LISA organization and ICT suppliers as well as the demand of customers into account.
The main activities of the department Demand & Supply Management (DSM) are:
- Management of innovation and change programs;
- Design, management and maintenance of the information architecture, the application architecture and the technical architecture;
- Taking charge in the development of products and services;
- Focus on consistency in information management and the application landscape;
- Management of suppliers and collaboration partners, right sourcing, managing supplier contracts, search for strategic collaboration with sourcing partners;
- Quality control on processes, products, services and migrations;
- Phrasing the ICT security policy together with UIM, implementing the ITC security policy and monitoring of security;
- Service level management by the account managers.
The LISA management team consists of:
- Jan-Laurens Lasonder, director
- Marjolein Drent, University Librarian, deputy director
- Henk Swaters, manager Demand & Supply Management
- Carmen Olde Scholtenhuis, manager Customer Service
- Erik van den Bosch, manager Projects & Development
- Erik Nijboer, manager IT Infra and Operations
- Olga Steen, manager Operational Information & Learning Services
- Marga Koelen, manager Embedded Information Services