Enterprise Document/Imaging Management Services - Xerox DocuShare

Xerox DocuShare is a comprehensive document and image management solution that provides extensive out-of-the-box functionality, supports additional special configurations and customizations, and can serve as a back-end document/image store for other information systems.

Overview of Services and Governance

The UCI Office of Information Technology operates a single, central instance of Xerox DocuShare as a campuswide, enterprise-level service available to approved participating units.  The central DocuShare instance runs primarily within a virtualized environment and is scalable to grow over time to meet broad ranging requirements across the campus.

Service Overview

1. Infrastructure Support
   1. The OIT Windows Services Group manages and supports the virtualized Windows Server environment where the server-side Xerox DocuShare application software runs and operating system file space where documents are stored.  Their scope of services includes operating system and DocuShare server software patching, service and file-space monitoring, OS and application software backups, DocuShare document storage backup, and any troubleshooting related to server-side DocuShare functionality.
   2. The OIT SQL Server DBA group manages the SQL Server database(s) used by Xerox DocuShare to store document meta data including additional custom data.  Their scope of services includes SQL Server management, database administration tasks (monitoring, tuning, backup) and support and troubleshooting related to SQL Server aspects of DocuShare functionality.
2. Desktop Support
   1. The OIT Desktop Support Services group ...
3. Help Desk
   1. The OIT Help Desk is the initial, primary point of contact for end-user support and directs support to appropriate other groups.  Their scope of services includes taking end-user calls and creating Footprints/Tracks tickets, triaging tickets to the correct support groups, and occasionally monitoring ticket status to ensure tickets get resolved in a reasonable time frame.
4. End User Support
   1. End user customer support is provided by the OIT or academic school IT team that provides primary support to the related end user's unit.  Their scope of services includes ...
      
      1. The OIT GD/OR-IT Team supports customers in the Graduate Division and the Office of Research 
      2. The SOH IT team supports customers in the School of Humanities
5. Configurations, Customizations and Application Development
6. Enterprise Document/Imaging Management for Software Systems

Governance

1. Currently Participating Units
2. How to become a participating unit
   
   1. OIT Xerox DocuShare Planning Template
   2. OIT Project Proposal Template
   3. OIT Project Proposal Process
3. Other units expressing interest (and other possible use cases)