Ensures service availability and performance through real-time system, security, and transaction monitoring.

Scope of Services

  • 24x7 monitoring and management of websites, applications, and systems 
  • Management of service disruptions through alerts and rapid recovery 
  • On-demand system testing 
  • Reporting that helps IT teams benchmark availability, uptime and performance of systems 
  • Consultations to help IT teams adopt best practices and tools to monitor and manage service performance  
  • IT Service Management process and platform leadership for UITS 


This service is available to the following customers:

  • Amherst
  • Boston
  • Chan Medical School
  • Dartmouth
  • Lowell
  • President's Office


Major Incident Management

Major Incidents are defined as an unplanned interruption or a severe reduction in the quality of a UITS Services* that results in the broad or severe disruption (blockage with or without workaround) of services for all, multiple, or an individual campus(s).

*IN Service - IdM, PS-HR/FIN/Student, Summit, Boomi, Infrastructure, LAN, & Websites, Document Imaging, Third Party apps

To declare an MI and engage the MI process call 774-455-7775 or post to #uits-ops-meeting channel.

Download the MI Training presentation.