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Shared Services

MAIS Shared Services

Shared Services provides support to all U-M staff members who use MAIS-supported systems. In collaboration with other MAIS divisions, Shared Services promotes professional, consistent, and user-focused communication, training, and continuing performance support.

Shared Services provides other MAIS divisions with application methodology and standards, technical training and documentation support, coordination of integration issues and software releases, internal application system development and application software change management. Shared Services also supports the MAIS system divisions in the areas of Web development, Data Administration/Data Warehouse development, system access, and user training registration.

Shared Services is made up of the following groups:

• Data Administration and Data Delivery
• Internal Systems and Project Support
• Service Delivery

Data Administration and Data Delivery oversees the use of administrative data as an institutional resource and provides U-M administrative data users with a comprehensive decision support environment -- one that includes continued access to data from the Development/Alumni Constituency (DAC) System, historical data in the Data Access data sets and to M-Pathways data in the evolving U-M Data Warehouse. Data Administration supports the University’s data policies, gathers user requirements for databases, develops data models, supports data integration, and creates data documentation. Data Delivery provide ongoing production support, enhancements, maintenance, tuning, and upgrades (PeopleSoft, hardware, software) for the Data Warehouse environment; assists with development of Data Warehouse user support; manages BusinessObjects research, development, and deployment; and provides Tier 2 support for BusinessObjects.

Internal Systems and Project Support (ISPS) is made up of four teams: Web Solutions, Migrations and Scheduling, Internal Systems and Project Support.

• Web Solutions is responsible for Web development, configuration, integration, and providing support to MAIS customers. This work includes Web application design, programming, testing and deployment. This team performs maintenance and development for the Wolverine Access Gateway, and it manages the integration of cosign with internal and third-party Web applications, including Peoplesoft and custom Java development. Specific areas of focus include Web application development, security concerns, the integration of security mechanisms with Web applications, and Web interface design. The Web Solutions team has expertise with the following technical skills/platforms: Java, Web, J2EE, HTML, XML, JSP, servlet, Javascript, Oracle, SQL, and database integration.
• Migrations and Scheduling is responsible for scheduling and migration. Scheduling ensures that processes and deliverables are scheduled, run, and delivered to University departments as requested. Migrations and Scheduling sets up the calendars for running batch processes; they set up the environment for processing regularly scheduled jobs; and they enter exceptions daily, adding and subtracting jobs. Migration responsibilities include monitoring application software changes to ensure data integrity and maintaining history and archives for application software. The Migrations and Scheduling team controls the flow of software changes, including developer modifications, vendor-provided fixes, and changes required by regulations, tax changes, etc. This team also provides version control and migration of programs among the various environments (development, testing, and production).
• Internal Systems supports Central Imaging, and the Internal Systems, which are used only by MAIS staff and include STAT, PlanView, and several Lotus Notes databases. The Imaging Application, which is hosted by MAIS, is supported by the Internal Systems team.
• Project Support provides Project Management and Methodology support. The Project Support team provides project managers to lead projects, as well as project management best practices, guidelines, standards, and methodology support for projects. To support the use of methodology at MAIS, the Project Support team develops methodologies such as Software Development Life Cycle (SDLC), Upgrade, Project Management and Disaster Recovery / Business Continuity (DR/BC).

Service Delivery is responsible for service and deliverables for the users of the systems and services that MAIS supports. The Help Desk and Access Services field requests and support for U-M staff, and Knowledge Support coordinates documentation, training, and internal and external communications.

• MAIS Help Desk serves as the single point of contact, offering technical and functional support, for U-M staff and faculty who use administrative information systems, such as M-Pathways (including Wolverine Access), Development/Alumni Constituency System (DAC), and the U-M Data Warehouse. Help Desk staff provide telephone and onsite consultation to help users resolve problems and to promote effective use of the systems. Users may also make suggestions for system or process enhancements through the Help Desk. Help Desk staff also identifies and communicates user needs and issues to appropriate MAIS groups and U-M central offices.
• Access Services manages the access process for enterprise systems, including M-Pathways, MAIS LINC, and the U-M Data Warehouse. It also supports MAIS access and security projects and initiatives. Access Services processes access requests and training registration enrollment for users, and requests for targeted data from U-M staff.
• Knowledge Support provides performance support for new MAIS initiatives and for internal MAIS systems, as well as for Business & Finance Information Technology (BFIT) and the Office of Information Technology Security Services (ITSS). Performance support includes communications, documentation, learning programs, Unit Liaison coordination, and Web site content management. In addition, Knowledge Support coordinates performance support and change management methodologies across multiple MAIS divisions, including standards and templates for communications, eLearning, instructor-led learning materials, and internal documentation.