IT Operations Center
Strengthening reliable, secure IT services across the UW
The IT Operations Center initiative is expanding UW Information Technology’s ability to monitor services, respond to issues, and improve reliability around the clock.
The University depends on technology services that are reliable and secure across instruction, research, healthcare, and administration. This initiative strengthens coordinated 24/7 operations to reduce the impact of disruptions and support resilient, dependable service delivery. This work also supports UW Operational Excellence through more coordinated, consistent, and resilient IT operations.
How ITOC Is Making a Difference
Reliable IT operations are essential to the University’s mission. The ITOC will help UWIT improve:
- 24/7 visibility into the health of UWIT-provided services
- Early detection of service and security issues
- Coordination across response teams
- Standardized incident and change practices
- Clearer communication about service availability
The ITOC aims to improve monitoring and response time across:
- UW campus
- UW Medicine
- K20
- Pacific Northwest Gigapop
- Pacific Wave
- C3 networks
The initiative also includes tools and integrations that support:
- Application Performance Monitoring (APM)
- Security Information and Event Management (SIEM)
- Server monitoring
The ITOC initiative begins by establishing the people, processes, and tools needed to support coordinated 24/7 operations across UWIT. Once that foundation is in place, the work will continue as an ongoing program focused on continuous improvement, operational maturity, and long-term service resilience.
Monthly Status Reports
We want to keep you informed. Review monthly status reports for project summaries and workstream updates. UW NetID required.
Making Service Status Easier to Understand
As part of this initiative, UWIT has launched a service status dashboard that makes it easier to check the status of key services and understand service impacts.
The dashboard:
- Displays the status of key UWIT services
- Shows services individually rather than in broad categories
- Offers an accessible, self-service way to check service availability
Services were selected based on broad use across the UW and end-user recognition.
Advancing Core Capabilities
The initial work of the project focuses on three areas that strengthen enterprise operations, improve coordination, and expand service visibility.
Build more consistent change practices across UWIT to support better planning, coordination, and risk management. Efforts include:
- Establishing change enablement policies
- Supporting training and adoption across teams
- Creating a shared understanding of change-related terms and practices
The Service Management Office launched Change Enablement overview training on April 9, 2026.
Strengthen after-hours security operations to improve response and extend operational coverage beyond standard business hours. This work includes:
- Expanded after-hours Security Operations Center coverage
- Initialized SIEM training outside of Information Security
Improve visibility into service health and performance to support early detection of unexpected conditions and drive more effective response. Ongoing work includes:
- Establishing a baseline monitoring standard for a select group of services
- Identifying needs for new or updated health APIs
Resources
Email Brian Boyd, Director of Enterprise Operations, with questions or comments.