Laney Information Technology Services

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1 Laney Information Technology Services Mission Statement The mission of the Laney Information Technology Services (LITS) is to provide a scalable technological infrastructure, and provide innovation in the delivery of services to enhance student learning as well as provide consistent and effective support service to all academic and administrative functions of the institution. LITS is a service based entity that provides quality and professional services to the Laney College Community with two main objectives: Execute the annual institutional technology plan Meet or exceed customer service expectation throughout the college Goals in support of the mission are: 1. Upgrade Instructional labs (Recommendation of Laney Technology committee) 2. Improve the Help Desk services for Students, Faculty and Staff. 3. Provide effective and transparent communication with the Laney College Community. Objectives Laney Information Technology Services will ensure efficient use of IT support service and collaboration with the IT team. LITS will provide consistent service to the institution and will be meeting defined expectations. The underlying operational procedure is implemented through the recommendations of Laney Technology Committee and Laney IT Group. LITS will prioritize work activities based on a prioritization protocol. LITS will continue to professionally develop the IT staff s professional skill and knowledge to adequately match service requisitions. Instructional and Research Computing LITS will provide assistance with academic technologies in the exploration and assessment of computer software and hardware to support specific instructional and research objectives. LITS can help you find the right technology and product, and help you master it once found. Then we can work together to employ the new technology in your classes. Faculty colleagues are also available to assist as you consider experimenting in the use of information technologies in your teaching and research. Faculty members serve each year on the Technology Planning and Priorities Committee for Information Technology Services. These

2 faculty members are advocates and counselors for other faculty wishing to make further use of information technologies in their teaching. They are not a "technology super person", but rather someone who is comfortable with technology, uses technology in the classroom, and is enthusiastic about talking with cohorts regarding the costs, benefits, and pedagogical issues of curricular computing. Laney Information Technology Services Reorganization Goals The Laney Information Services reorganization is aimed at achieving the following objectives: 1. Centralize Laney Information Services. 2. Solve problems resulting from human capital inefficiencies. 3. Expand and improve our help desk support services. Senior College Information System Analyst Services: Business Process Support Automation Tools and Utilities Office tools Applications Data and Information Issues Management Reports Disaster Recovery User Training Procurement Performance Enhancement Help Desk-Desktop Support Services: Hardware maintenance Operating systems Win7, Mac OX Office tools and applications support Internet/Intranet Client (Outlook) Printing Data-Storage Campus 2003 and 2008 Servers Instruction Lab computer Configuration and Network services

3 The following illustration defines the reporting structure in which the Deans of each Division as well as the Senior College Information System Analyst report to the EVP of Academic and Student Affairs. The Senior College Information System Analyst collaborates with the Deans on divisional IT requests, procurements and planning. In order to make this scenario work each IT staff member needs to have a set of hours solely dedicated to the campus IT services. Executive Vice President, Academic & Student Affairs Senior College Information Systems Analyst Campus Network Coordinator Department Network Coordinator IT Computer Network Technicians IT IT Helpdesk Assistant (To be Requested Position) AV Assistant

4 Prioritization Guidelines and Response Timeframe Laney Technology Information Services prioritizes service requests using the following general guidelines and does its best to respond to all requests as quickly as possible. 1. High Priority: A significant number of people are affected by an issue, a customer s computer crashed, the network server is down, a virus attack, or there is a security concern. Examples: The user is unable to login; the computer crashed; a customer s account is locked or the password needs to be reset; a computer has been infected by a virus; an entire student lab is down. If the network is inaccessible or is down across Laney campus, this is beyond our control and information will be given as users call the Laney Helpdesk. Response Timeframe: Problem acknowledged within 24 hour. Problem resolved within 3 hours, barring circumstances outside LITS control. 2. Medium Priority: A single customer is affected by a problem but is still able to work, or there are problems with a service but it is still functional. Examples: A customer is experiencing intermittent computer problems; is unable to open or work within a software program; is having printer problems; has lost access to a file share; or requires data recovery/backup. Response Timeframe: Problem acknowledged within 48 hours, Problem resolved within 6 hours, barring circumstances outside LITS control. 3. Low Priority: Routine or maintenance tasks. Examples: A customer asks how to questions or requests new software installations or computer set up. The department requests account creations or updates, directory changes, or new file shares. Response Timeframe: Request acknowledged: within 6 hours Request resolved: within 72 days, barring circumstances outside LITS control Request for lab s imaging or lab s software installation should be requested six week prior a new semester beginning.

5 Escalating Problems If a problem is not resolved expeditiously, the customer may escalate the problem to the following: 1. College Network Coordinators 2. Division Deans or Program directors for any equipment purchasing. 3. LITS will contact outside vendors or maintenance contract. Response Process: Once an employee requests service, LITS staff enters a trouble ticket into the helpdesk tracking system. A trouble ticket is generated and assigned to the next available technician. Once the technician closes the ticket, the system automatically generates a survey form and sends it to the customer via acknowledging that the trouble ticket was closed. Customer satisfaction is of great value to us and finding ways on improving our services is at the forefront of our mission. Therefore, we encourage our customers to fill out a survey form upon completion of a service request. Please keep in mind the following: Timeframes represent our best effort and delays may occur due to high volume of calls during peak hours. Please consider that we service the campus with the largest number of employees and provide support to over 2,000 devices. Issues may arise outside of LTIS control such as electrical failures in certain locations that may intermittently affect our computing environment. Although, we will do everything in our part to address the issue as quickly as possible, these situations require a collective effort from other areas outside of our own and may not be held to the response time frame. Computer Request Services To request a computer upgrade, please use this form: Computer Replacement Request Form NOTE: This form will require your division dean/manager approval. PROCESS The college has established the following interim process to review the requests to upgrade or replace existing computers: The faculty or staff member will complete the Computer Replacement Request Form attached, to upgrade or replace an existing computer in their office. Upon submitting the form, copies will be sent to the Department Chair or Manager. The Department Chair or

6 Manager will review the request and forward it to the Laney Help Desk if he/she agrees with and supports the request. 1. The Dean, with the assistance from the Laney Technology service, will assess and evaluate the request and make a determination. 2. The Dean will communicate his/her determination within 1 to 2 weeks after receiving the request to the following parties via A. The individual who made the request. B. Copy to the Division Dean or Manager. C. Copy to LITS D. Copy to the Vice President of Instruction and Student Services. 3. The Dean will request to the LITS one of the following steps based upon his/her determination: A. Replace the existing computer in the Office with a new or better computer. B. Upgrade the hardware in the existing computer. C. Take no action if the computer is deemed appropriate for the office use. 4. The faculty or staff member will have the right to appeal the outcome of the request and the appeal process will be as follows: A. He/she will submit the appeal to the Vice President, his/her area and the Vice President. B. The Vice President will review the request and the appeal. They will then make the final determination which will be communicated to the dean, faculty/staff member and the LITS NOTE: Requests to upgrade or replace the computer systems will be reviewed on an ongoing basis throughout the year.

7 Standard Operation Procedure for IT Passwords and Documentation 1.0 Overview: It is essential to have clear and comprehensive guidelines surrounding password and documentation procedures to support every day operations. This SOP will provide effective and time saving instructions in the handling of passwords and documentation. Passwords and Documentation are important aspects of network security. Passwords are the front line of protection for the college network and equipment. Documentation serves as a handy reference to guide troubleshooting efforts in the case of emergencies or job training. 2.0 Purpose: The purpose of this SOP is to establish a redundancy access to the Laney College Network. It is also to provide business continuity and a standard process that will allow the Laney community to receive a consistently high level of service. 3.0 Scope: The scope of this SOP includes all IT personnel who have or are responsible for an administrator user account (or any form of access that supports or requires a password) on any system that resides at any Laney College facility, has access to college network, and includes managers of IT personnel, the office of the Vice President, and the office of the President 4.0 Procedures: 4.1 All IT staff must provide the top level administrator passwords and documentation for all IT technology equipment assigned to them to the Senior College Information Systems Analyst/supervisor. 4.2 Senior College Information Systems Analyst/supervisor will be responsible for placing the top level administrator passwords and documentation in a secure location and will only share the passwords and/or documentation in emergencies defined as: network failures; log-in failures; the technician s illness or absence. In the event a manager has to share the passwords and/or documentation, it is the responsibility of the manager to notify the technician that their passwords and/or documentation were shared with another IT technician. It is then the responsibility of the technician to reset their passwords and update the new passwords to their manager. 4.4 The Vice President will collect all the administrator user account passwords and documentation campus-wide and store them in a secure location. In case of an emergency where the manager is absent, the Vice President can then execute the password protocol duties of the manager. 4.5 The Vice President will give a copy of the administrator user account passwords and documentation campus-wide to the President to secure in a safe location. The President will then be responsible for executing the password protocols in the event of the Vice President s absence.

8 Campus Network Coordinators Passwords and Documentation Library IT/AV Staff Passwords and Documentation Senior College Information Systems Analyst Copy of Passwords and Documentation Office of the Vice President Copy of Passwords and Documentation Campus-Wide Office of the President Copy of Passwords and Documentation Campus-Wide 5.0 Enforcement violation of the password and documentation SOPs may jeopardize network security. Any employee found to have violated these protocols may be subject to disciplinary action by the office of the Vice President of Academic and Student Affairs

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