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v3.1, published 3/19/19

Strategy Statement: Develop and manage a suite of technical solutions to improve the delivery of services through Consistency, Consolidation, Automation, Integration, and Documentation.

Vision: Infrastructure Services to enable the efficient delivery of services to end users.


Technical Debt: Need to replace/improve solutions built on technology platforms that are no longer supportable.

Diverse technology platforms can complicate support and inhibit future development

Increasing security threat environment

Services are mission critical for UW Operations requiring

  • 24/7 uptime and support
  • Geographic Resilience
  • Restricted access control


  • DevTools: Subversion Retirement
  • Server Refreshes
  • Modernize Technology Service Center Tools' Application & Server Infrastructure
  • Spam filtering capabilities and processes improvements, including implementation of 'Delay Queue'. (PRJ0096077)
  • Legacy server and deployment tool decommissioning
  • DNS Availability Improvements
  • DHCP enhancement: improved self-service and reduce technical debt
  • Retire 'groupms' server and mail archive service option
  • Geographic Resiliency Effort


  • Continuous Integration/Continuous Deployment Adoption
  • Daw REST API Manager Modernization
  • CMDB Schema Modernization


  • Cloud-based Email Infrastructure
  • Confluence Wiki: Upgrade and Standardization
  • CMDB User Interface Modernization

Defined, documented, and supported systems & technologies with a focus on systems that can provide enterprise-wide value.

Retire systems and services that have little or declining customer interest and/or are on platforms that are hard to support.

Establish Standard Supported Environments to minimize support costs. This includes consolidation onto a smaller set of language frameworks and technology stacks.

Improved fault tolerance and geographic resiliency.

Improved detection of spam and phishing messages to reduce end-user impacts and institutional risk.

Budget/resource constraints drive the need for standard platforms to reduce development and support costs.

Standardized and simplified monitoring of services to reduce the barrier to detailed monitoring of services, applications, and components, and improve incident detection, notification, and resolution.


  • DevOps Initiative
  • Develop standard practices for Global Traffic Manager
  • Develop/propose/publish standards and best practices
  • Email Inf: Refactor/replace scattered monitoring scripts
  • Legacy app and server retirements
  • Convert monitoring to use SSIA Monitoring Services


  • Address identified gaps in service monitoring


Standardized Enterprise Platforms that meet broad Customer needs.

Standardized monitoring to simplify and deepen monitoring of services, applications, and components to ensure availability, consistency, and security.

Automatic detection and notification of incidents affecting IT services and applications.

Automatic detection and notification of issues before they adversely impact IT services and applications.

Demand from other UW-IT Services for Integration and Support Tools

Better integration and reporting across systems

  • Synchronization of data across multiple systems
  • REST APIs for easy integration

Need for more automation and self-service tools to improve efficiency and reduce support cost

Need for a standardized billing capability for infrastructure services, particularly metered services, to ensure that we fully recover costs


  • Telecom Configuration Management (part of ITF1).
  • DHCP enhancement: improve automation and reduce technical debt
  • Network Portal: IP Address Management API
  • JIRA/Wiki TAP for Campus
  • Github Licensing for Campus


  • Network Portal: Self-service for some DHCP features
  • Email Inf: Refactor config file maintenance and automate deployment to mail servers.


  • Reference Library - Documentation

Applications and tools that integrate across several problem areas providing improved:

  • data collection and reporting
  • user experience
  • self-service
  • simple integration through robust REST APIs
  • reduced operational effort through increased automation
  • quick and reliable billing

Transparency on Service Cost

UW and UW-IT require alignment of activities to identified priorities

Measure and manage performance


  • Defined & Organized Business Service


  • Backlog Management Process
  • KPI Availability & Reporting Improvements


  • Aligned Suite of Tools across Services
  • Outreach to Customer Bases

Baseline metrics for Services to measure performance and accomplishments

Consistent Backlog Management Process

Standardized service management by reducing management overhead while improving transparency and strategic alignment.


Campus departments need assistance in improving their workflow through applications that are designed to assist their work processes.


  • Treasury Internal Lending Program.
Small Web Application Development and Support 

Contributors: Eric Horst, James Morris, Scott Norton, Ben Roy, Joby Walker, Yael Tropen, Paul Lockaby, Mike Houlihan