People-based services that support the management of IT for the institution. Comprises consulting services not related to specific services identified in other categories. Includes enterprise architecture, continuous improvement and innovation, digital accessibility, IT communication and documentation, IT service delivery and support, portfolio and project management, and training and outreach.

Service	Service Description
Continuous Improvement and Innovation	Consulting unrelated to a specific technology service, such as business process streamlining, business relationship management, and business analysis.
Digital Accessibility	Assessing or enabling accessibility of academic software, enterprise applications, or electronic/digital resources. Might include accessibility reviews, defining standards, analysis, or end-user training/awareness.
IT Communications and Documentation	Development and delivery of IT communications related to delivery of IT services. Might include communications related to system changes, service offerings, or service outages (planned or unplanned). Functionally, might include maintenance of support documentation and/or the service catalog.
IT Service Delivery and Support	Includes design and maintenance of the capabilities, tools, and service points needed to deliver IT services or provide end-user support. Includes service desks, call centers, and online support delivery. Might include concierge support or special event service delivery.
IT Strategy, Governance, and Enterprise Architecture	Enterprise-level strategy and planning.
Portfolio and Project Management	Project portfolio management and related project management services.
Training and Outreach	Developing, delivering, or coordinating end-user technology training for applications and systems. Functionally, might include organizational change management and/or development and delivery of digital literacy campaigns.

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