Kaiser Permanente School of Medicine (KPSOM) employs a broad portfolio of software and services with varying points of contact and support for our faculty, students, and staff. This article defines the levels of support KPSOM IT provides.
These Service Levels are included in every service description within the KPSOM IT Service Catalog and serve as a quick reference guide for our community.
The KPSOM IT department is the dedicated technology team serving the School of Medicine, but we utilize many services owned and supported by the national KP IT and Workplace Technology teams. Similarly, many specialized services serve specific areas of the school, such as the Simulation Center and Anatomy Resource Center, which often own and support their unique services.
While KPSOM IT may be involved with enterprise or specialized systems to a degree, our community needs a clear and transparent understanding of what they can expect from our team.
Summary Table
| Level | Description | Expectation |
|---|---|---|
| Level 1 | Full Support | “I can rely on SOM IT to manage this.” |
| Level 2 | Limited Support (Best Effort) | “SOM IT might help, but I may need to self-serve or escalate.” |
| Level 3 | No Support | “SOM IT isn’t responsible for this—I need to go elsewhere.” |
Level 1: Full Support
KPSOM IT fully supports services under this tier. Our team:
- Maintains support plans
- Manages vendor relationships
- Has necessary administrative access
The KPSOM IT team is, at minimum, the Technical Owner of these systems and often the budgetary owner.
Level 2: Limited Support (Best Effort)
These are services that KPSOM IT does not independently own or manage, but we’ll still do our best to assist you.
Services in this category may:
- Be used by members of our community but not part of our standard toolset
- Lack administrative access or deep expertise within our team
- Be supported by other departments or external vendors
What you can expect from us:
- We’ll try to help based on what we know or can find
- If we can’t resolve the issue, we’ll point you toward the most likely next step
- We’ll document your experience to improve future support and visibility
Level 3: No Support
KPSOM IT does not directly support these services, but we are still here to help you navigate them.
These services are typically:
- Owned and managed by other teams within the School of Medicine or Kaiser Permanente
- Highly specialized or tailored to specific academic or research needs (e.g., data science, 3D animation)
While we may not have access or expertise to resolve issues directly, we will:
- Help you identify the right point of contact (if known)
- Document your issue to improve future support
- Offer guidance on where to start or what to try
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