About ITS

Audiovisual Services (AVS) offers technical support for students, faculty, staff, and visiting organizations. AVS sets up and maintains equipment in classrooms, conference rooms, and auditoriums, including:

• Technology-rich classrooms with projectors, screens, speakers, podium PCs, device connections, and control panels
• Video conferencing hardware and software support for Zoom, Microsoft Teams, and more, with camera and microphone setup
• Document cameras for classroom or remote use
• Public address systems
• CNM Glass support

Consultation: AVS helps faculty and staff identify, purchase, and use instructional and presentation technology. They research emerging tech and assist with room design.

Training: Learn to use AV equipment prior to using a classroom or conference room.

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The Cloud Data Center Operations team orchestrates the operational aspects of CNM’s data center, including:

• operating systems
• Active Directory
• server hardware
• virtualization
• software integration
• security integration
• upgrades and patching
• database maintenance
• new projects

This team is the engine room of CNM's digital infrastructure, powering systems, applications, and platforms that keep the college running. Whether you're logging into a course or data is syncing overnight, they make it happen. The team is divided into four groups:

Microsoft Administration: Oversees Windows Server, Active Directory, Microsoft Entra and Azure integrations, account provisioning, email, multi-factor authentication, and device compliance.

Database Administration: Manages Oracle, SQL Server, and other databases that power learning systems, enterprise apps, and reporting.

The Data Communications Network Infrastructure team delivers secure, reliable network connectivity across CNM campuses so students, faculty, and staff can access the resources they need.

• Campus Connectivity: Provide wired, wireless, and remote access across all locations
• Network Operations: Monitor performance and resolve issues to minimize disruptions
• Security and Access: Protect network traffic and ensure safe, reliable connections
• Infrastructure Delivery: Work with partners to build and maintain network systems across CNM

ITS Desktop Support offers a wide range of technical services to ensure the CNM community has reliable support for computers and classroom technology. Services include in-person troubleshooting and account support, coordinating and executing computer moves, new computer deployments, software installs, lab maintenance, and upgrades.

In-Person and On-Site Support: Visit our team at various campus locations for prompt, friendly assistance.

Computer Troubleshooting: Having computer issues? Submit an ITS Support request with your:

• Computer tag number
• A detailed description of the problem
• Any error messages, and screenshots

Virtual Desktop Infrastructure (VDI): Use CNM’s powerful virtual environment to run software and complete coursework anytime, anywhere.

• Access a Virtual Desktop
• VDI Tip Sheet

This team builds and maintains custom software solutions that integrate with key systems like Banner and Brightspace, manages Java application servers, and supports departments by troubleshooting issues, extracting data, applying updates, and automating processes to ensure reliable access to CNM data.

Integrations: Builds and maintains integrations between several platforms including ERP/SIS Workday platform and all third-party applications such as space management, parking services, Brightspace. Troubleshoots data consistency issues and tracks down complex data migration problems.

Banner Operations: Maintains Ellucian’s Banner ecosystem for departments such as Finance, HR, Enrollment, Financial Aid, and Payroll.

Web Services: Supports CNM.edu, myCNM, and other websites and content management system platforms. Develops sites and applications that keep CNM connected.

The Information Security (InfoSec) team at CNM is dedicated to protecting the confidentiality, integrity, and availability of CNM’s systems and data. They proactively identify risks, respond to threats, and promote a culture of cybersecurity awareness across campus. The InfoSec team oversees key areas such as incident response, security monitoring, compliance, role-based access management, and cybersecurity education. They partner with departments college-wide to ensure technology and data are used safely, securely, and in alignment with institutional policies and regulatory requirements. Through continuous improvement, collaboration, and a commitment to service, they help keep the CNM digital environment resilient and secure.

Security Services and Resources

Cybersecurity Awareness: Learn how to protect yourself and CNM’s systems. Learn more about Cybersecurity Awareness.

Phishing Alarm: Use the Report Phish button in Outlook to flag suspicious emails. Learn more about the Report Phish button.

Remote Access: 

• Learn more about VPN.
• Access Virtual Desktop Infrastructure (VDI) and view the VDI Tip Sheet.

Multifactor Authentication: Add extra security to your CNM account. Learn how to set up multifactor authentication.

The Office of the Chief Information Officer (CIO) Planning and Administration team supports the day-to-day operations of the ITS Department. Their focus areas include:

• Purchase order and invoice management
• Operations and project budget management
• Enterprise license budget management
• Travel coordination

The ITS Project Management Office (PMO) serves as the central intake and governance body for all technology initiatives and software requests across CNM. The team partners with stakeholders to define and document requests, ensuring alignment with strategic objectives, organizational priorities, and expected outcomes. As part of this process, the PMO facilitates the vetting of new software requests in collaboration with other ITS teams, ensuring appropriate review and visibility prior to governance. The PMO guides initiatives through evaluation, approval, and funding, providing a consistent and transparent framework for decision-making.

The PMO also leads portfolio management efforts, including prioritization, resource management, and capacity planning, to align work with the College’s highest-value initiatives. For key initiatives, the PMO provides end-to-end project management, guiding delivery through the full lifecycle to ensure alignment with business objectives, and realization of expected value. Ongoing reporting and portfolio visibility enable leadership to make informed decisions and support successful delivery of ITS-enabled solutions.

Faculty and staff can view more on the ITS Project Management SharePoint.

The Security Operations (SecOps) team is responsible for the day-to-day protection and defense of CNM’s technology environment. SecOps manages and monitors core security systems, including email security (Proofpoint and Microsoft 365), firewalls, data center security, and endpoint protection platforms. The team also leads phishing simulations and cybersecurity awareness training to help reduce human risk across the organization.

In addition, SecOps is responsible for Privileged Access Management (PAM) and Identity & Access Management (IAM), ensuring that access to systems is appropriately controlled and secured. As the operational arm of cybersecurity, SecOps actively detects, investigates, and responds to threats, working closely with Information Security (InfoSec) to remediate vulnerabilities and continuously strengthen CNM’s security posture.

ITSMO develops sustainable processes and best practices across ITS, advancing operational maturity. They refine procedures, especially hardware tracking and auditing, and support long-term oversight for CNM. ITSMO roles and responsibilities include running the Change Advisory Board (CAB), fiscal year (FY) computer refresh, and multiple audit processes. ITSMO includes the ITS Logistics team, covering all activities from quote procurement to device disposal.

ITS Support acts as the first contact for the ITS Department and is dedicated to providing excellent customer service and support via telephone, email, the ticketing system, and PC remote control.  We measure our success weekly via industry-standard best practices Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

As part of the EAST team, the ITS Technical Training team strives to empower the CNM community by enhancing technology knowledge and skills through high-quality, accessible training. The Technical Trainers create and maintain a library of over 200 tip sheets and offer self-paced and instructor-led sessions for faculty and staff through Workday Learning.

The ITS Technical Training team helps you build tech skills through:

• Instructor-led sessions
• Tip sheets and user guides
• New employee technology orientation
• One-on-one, department-specific, or custom training

View Technical Training News and Info for more information.

ITS follows a range of ITIL processes to keep services reliable, secure, and continuously improving:

Incident Management: Restores services as quickly as possible after an interruption, logs incident details, matches them to known problems, and prioritizes based on impact and urgency.

Problem Management: Identifies and addresses the root causes of incidents to prevent future disruptions.

Change Management: Minimizes risk by carefully managing additions, modifications, or removals that affect IT services, including infrastructure, processes, documentation, and supplier interfaces.

Asset and Configuration Management: Plans, tracks, audits, and manages IT assets and their relationships to maintain a clear view of CNM’s infrastructure.

Request Fulfillment: Manages the life cycle of all service requests, handling many smaller or low-risk requests efficiently.

Knowledge Management: Collects, analyzes, stores, and shares information to improve efficiency and reduce the need to rediscover solutions.

Continual Service Improvement: Uses quality management practices to learn from successes and failures, always aiming to increase the effectiveness and efficiency of IT services.

SLAs define how service tickets (technical incidents and reported issues) are prioritized and handled. They guide our response based on the impact and urgency of each issue to ensure timely support.