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

Product Ownership, authorization and licensing
1. The OIT GD/OR-IT Team is currently vested with core responsibility as the Xerox DocuShare product owner. As such, this team is the central coordinating point for DocuShare-related items. Email DocuShare-Support@uci.edu for assistance.
2. The OIT GD/OR-IT Team also handles all DocuShare-related licensing issues (server and client software), creating/inactivating/removing DocuShare-level ad.uci.edu Windows domain user accounts for employees in participating units, and configuring DocuShare access-control permissions to collections based on ad.uci.edu Windows Security Groups.
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 operating system aspects of DocuShare functionality.
  1. The OIT Windows Services Group also manages the creation and deletion of ad.uci.edu Windows Security Groups related to DocuShare access controls.
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.
Desktop Support
1. The OIT Desktop Support Services group manages desktop client software installations and installation-related support for the Xerox DocuShare Windows/Office desktop integration software, the NSi AutoCapture desktop software, and the NSi QuickCapture Pro desktop software for OIT Desktop-Supported units only. They provide general Windows end-user client support, but they don't provide direct end-user support for DocuShare (and NSi) products.
2. The OIT Desktop Support Services group also manages Scan-to-Network Copier File Repository and Template configurations for OIT-Supported units.
3. The OIT Desktop Support Services group manages Windows active directory account management, including associating employee AD accounts with DocuShare-related Windows Security Groups for access-control to DocuShare collections/content.
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.
End User Support in Participating Units
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 supporting out-of-the-box and customized DocuShare and NSI AutoStore (Smart Document Travel) functionality. It also includes configuring copiers with Scan-to-Network capabilities related to DocuShare
  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
Configurations, Customizations and Application Development
1. To be documented
Enterprise Document/Imaging Management for Software Systems
1. DocuShare is currently approved as a service for business units, and it has not been adopted as a campuswide Enterprise Document/Imaging/Content Management System. However, it will be a candidate for consideration as the campus moves forward with considering an enterprise-wide solution.

Governance

Currently Participating Units
1. OIT
2. School of Humanities
3. Office of Research
How to become a participating unit
1. OIT Xerox DocuShare Planning Template
  1. To be documented
2. OIT DocuShare Participation Proposal Template
  1. To be documented
3. OIT DocuShare Participation Proposal Process
  1. To be documented
Other units expressing interest (and other possible use cases)

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