System Shared Services

All System Office units can leverage a set of business professional services made available through the Chief Financial Officer. Business/Finance Solutions, Instructional Design, Ability LMS Support, Online Conferences and Events, Change Management, Communications, Project Management, and Process Improvement are all services now being offered and provide the following benefits:

  • Staff experienced in and/or professionally certified in areas outside of the unit’s areas of expertise
  • Staff coming from a resilient team with an established support structure
  • A set of methodologies and processes that have been tested and proven in the university environment

Details and contact information are provided below and all services are made available as resources allow. For questions about our services, please email us at or call Karen Mayberry McFarlin, Director of System Offices Shared Services, at (217) 333-5713.

Ability LMS Support

Learning Systems Support provides support for all users of the Ability LMS system, assisting with any issues or questions related to courses, assessments, or any training hosted inside Ability LMS. We also support trainers and instructors while interacting with Ability LMS. This includes requests for updating courses, scheduling classes, and providing consultation on what software is most appropriate to deliver training.


Change Management

We deliver project-based training, communications, resistance management, coaching, and sponsorship management services to support system office initiatives. These services provide the necessary support for staff to grow, adapt to change, and reach excellence in achieving the University of Illinois System’s mission.



The Communications and Change Management team provides professional solutions to meet and overcome customer challenges. Our team tailors and distributes strategic communications through multiple channels, including the Business and Finance News Service, to help you reach your audience. Our communications service also includes graphic design and videography.


Instructional Design

Instructional Designers (IDs) work with System Offices units to create accessible training deliverables, including stand-alone web-based training, webinars, videos, job aids, and participant guides. IDs work with experts to design training adhering to learning principles while determining the audiences, overall objectives, and deadlines. IDs perform all steps of the instructional design process to help analyze, design, develop, implement, and evaluate training, including adding accessible enhancements.  


Online Conferences and Events

Learning Systems Support offers online conference and event management that includes scheduling, facilitation, planning, project management, registration management, and reporting. We can schedule and support large capacity meetings and webinars up to 1000 attendees via Zoom and can also work with event sponsors on planning and executing multi-day online conferences.


Operations Support

The Operations Support Team assists by entering your department’s budget into Banner, reconciling accounts, and providing monthly reports.  Support also includes purchasing and payment processing activities, monthly statement reconciliations, and accounting entry assistance. This team can also serve as a Travel Arranger in iTravel to coordinate travel, Delegate in Chrome River to assist with reimbursements, Unit Security Contact (USC) to process security requests, and help with equipment information in FABweb​, Skype, and Telecommunication requests, and coordinate Biennial Inventory.


Process Improvement

AITS Business Process Improvement (BPI) will provide process improvement services, training, and facilitation services in support of CFO prioritized work. Minimal portfolio management will be performed on this work by including these projects in the normal set of AITS BPI / PMO processes.

Short-duration engagements: CFO organizations that require short-duration engagements such as Kaizen events, training, facilitation, or process mapping may request services directly from Amy Glenn. Amy will fill these requests as capacity allows.

Process improvement project: CFO organizations requesting a full RAPID methodology or data analysis process improvement project must have their requests prioritized by the CFO and submitted through Responsibilities/roles for the parties involved in the process improvement project will be defined in the project charter.

For more information:


Surveys and Evaluations

Learning Systems Support builds custom surveys that can help you gather information to inform future decisions or to evaluate the impact of a program or initiative. We will work with you through the entire lifecycle, including developing survey questions, building and administering the survey, and analyzing and reporting on survey results.