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Systems Division

Systems Division

The Systems Division (SD), made up of four teams, provides direction and support for core business systems at the University. These include the Student Administration System, based on the Oracle/PeopleSoft "Campus Solutions" software package, and the Financial and Human Resources Systems, based on the SAP software. SD also manages user access to these systems and provides technical documentation services to the UCT community.


Support requests

IT Helpdesk

All support requests for SD must be logged with the IT Helpdesk, using one of the following methods:


PeopleSoft Student Administration System

Staff who make use of the PeopleSoft Student Administration System, must contact the Student Systems Support Helpdesk should they require assistance:


SAP Finance

All SAP Finance queries and issues should be directed to the Finance Helpdesk:


Development requests:

If you want ICTS to look at providing either a new service or a new system (something not catered for at present) or to substantially redesign or develop an existing service or system, then log a development request by going to https://uct.service-now.com/ess/sc-apps.do > Development request.

An example of a development request may be where ICTS is asked to develop and host a new database or to install a server for a specific department or faculty.



Content Architecture

The Content Architecture section is responsible for planning, developing and delivering complex technical and business content in various media to ICTS and to departments at UCT. The team presents courses and seminars on technical and business writing and provides information architecture services to the enterprise content management (ECM) programme and to ECM initiatives at UCT.

To achieve this, the team utilises the document management process and other ECM processes and will often be involved in change management activities.


  • Analyse content structure and create templates
  • Define and manage business metadata
  • Develop system and user procedures and policies
  • Workshop and compile business processes
  • Create and maintain online help systems
  • Create and maintain UCT administrative forms
  • Train the Technical and Business Writing course
  • Manage and develop user and business information
  • Test usability of content, systems and web sites
  • Review user documentation and communications
  • Set technical and business writing standards
  • Analysing and surveying the audience
  • Assist with user training and support

Consulting services

Content development and quality assurance

  • Helping to define documentation strategy (methodologies, media, tools and technologies, resources and scope) and to prepare documentation project plans
  • Evaluating existing and/or setting new documentation standards for language, style, procedures, business processes and policies
  • Identifying and helping to recruit personnel for technical writing work
  • Coordinating documentation and communications for UCT projects
  • Reviewing new and existing material and web sites for usability and standards
  • Creating usability tests and surveys to analyse the user experience
  • Facilitating business process redesign workshops, drawing up business processes as flow diagrams and presenting them in electronic format
  • Writing new (or reworking existing) conceptual, procedural and business policy information, as well as business reports
  • Developing guidelines for publishing documentation in a variety of formats, specialising in online solutions
  • Designing and laying out administrative forms
  • Developing animated screen movies of systems and tasks

Content analysis and metadata management

  • Analysing content structure and create templates
  • Defining and managing business metadata
  • Organising and labelling navigation schemes and retrieval mechanisms
  • Creating structural design to enable task completion and intuitive access to content.
  • Structuring and classifying web sites, intranets and other business information repositories to help people find and manage information.

Training and guidelines

  • Providing expert training for documenters in technical writing methods and tools
  • Developing E-learning solutions and materials, including screen movies for training and competency testing
  • Developing style guidelines and templates
  • Assisting staff to define short and long-term training strategies (methods, identifying trainees and trainers, scope, media, competency testing and logistics)
  • Developing guidelines and standards for training materials and lesson plans
  • Preparing trainers and reviewing training sessions


Production support

This team is responsible for:

  • aspects of stakeholder engagement - in particular liaison with super users
  • aspects of systems administration and maintenance, in conjunction with the Computing Platforms (CP) section of the Technical Support Services division.
  • operations, performance and support of application systems in productive use by the University, i.e.
    • ImageNow
    • PeopleSoft and Campus Solutions
    • RMS (Residence Management System)
    • SAP Finance and HR
    • Syllabus Plus (curriculum and exam timetables)
    • Third Party system


Systems Access

This team is the primary Core SLA service provider for "providing access to systems".

To achieve this, the team utilises the Systems Access Management process that includes support for Systems Audit activities (internal and external), as well as Software License management and compliance.


  • management access to the University's system(s)
  • authorisations to required functions for approved persons


Systems Development

This team is the primary provider of the "satisfying user requirements" service, as part of the Service Level Agreement with a business owner.


  • undertakes all development work in support of the University's systems
  • investigation of new requirements