Introduction and Purpose... 2 Scope... 2 Auxiliary units Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student Assistants...

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1 Contents Workstation Refresh & Virtual Desktop Infrastructure Program Introduction and Purpose... 2 Scope... 2 Auxiliary units... 2 Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student Assistants... 3 Pricing... 3 Prioritization, Inventory and Refresh Cycles... 3 Initial Assessment and Cycle Justification... 3 Operational-Fund Lab and Open Use/Kiosk Workstations... 4 Asset Management... 4 Hardware Configuration... 4 Laptops, Tablets and Other Desktop Upgrades... 5 Virtual Desktop Infrastructure (VDI)... 5 Monitors, Printers and Other Devices... 5 Deployment... 5 Departments without technical support staff... 5 Departments with technical support staff... 5 Decommissioning... 6 Hardware Recycling... 6 Decommissioning... 6 Data Disposition... 6 Images & Standard Software... 6 Departments with custom images... 7 Software Licensing... 7 Information Security... 7 Governance... 7 Procurement... 8 Program Maintenance... 8 Appendix A Roles and Responsibilities... 9 Page 1

2 Introduction and Purpose The at SJSU provides departments (faculty, staff and computer labs) with a workstation (such as a desktop, laptop or tablet) computer. Under this program, workstation replacement service is funded and managed as an IT Baseline Service. The program includes replacement lab equipment, public facing machines, and faculty and staff workstations, which all contribute to university strategic priorities. Most notably, the program builds vibrant and creative learning spaces, promotes interdisciplinary and cross-divisional partnerships, reduces duplication of services, creates a more positive user experience and increases reliability. Scope The refresh is a part of Baseline Services for the campus. All operational-fund and self-support departments eligible for Baseline Services will be included in the program at no additional cost. The refresh program includes: All state funded departments Athletics College of International and Extended Studies Housing Parking Student Health A single desktop, laptop, tablet computer or VDI thin client is provided to each full-time position assigned to each department, as well as each existing lab/kiosk/common use machine. Each workstation is assigned to one of four refresh cycles indicating which group is slated to be refreshed that fiscal year (2013/014 - cycle A, 2014/ cycle B, etc.). Workstations are added/removed from each department according to staffing levels. Each cycle is refreshed with new hardware every four years. Departments wishing to distribute more than one device or more than one type of device per employee must budget for the additional devices and purchase them through the program. Auxiliary units The refresh program excludes funding for non-state funded auxiliaries, however all orders for desktops, laptops and tablet computers which are processed by SJSU Finance will be subject to approval by IT Services and issued appropriate identification labels. IT Services approval roll will be limited to compatibility requirements for technologies, such as hard drive encryption and ensuring the purchase order is made part of the University Technology Asset Inventory. Page 2

3 Part-Time, Temporary faculty/staff, Volunteer, Contractor and Student Assistants Part-time, temporary faculty/staff, volunteer, contractor and student assistants receive refreshed workstations through a hardware recycling program outlined below. Part-time positions are partially funded at 50% by the program. It is the responsibility of the receiving department to determine the prioritization and distribution of workstations. In the event that additional specialized equipment is needed, departments can purchase additional devices through the refresh program. Pricing Pricing for non-standard (i.e., upgraded, portable, etc.), additional (more than one device assigned to a single person), and out of scope (student assistant, vendor, etc.) constituents will be at-cost on a per-device basis. Prices vary depending on device/configuration desired, availability and current market costs. maintains and publishes a pre-negotiated pricing model for the following standard devices: PC Desktop Mac Desktop PC Laptop Mac Laptop Tablet Monitor assists with consultation services as well as purchase of non-standard equipment through the refresh program on request. Prioritization, Inventory and Refresh Cycles Initial Assessment and Cycle Justification An initial workstation inventory is performed by, in coordination with local department technicians and local department management. Each machine is assigned to a refresh cycle based on campus computing demands, age of existing equipment and compatibility with current operating systems. During the initial assessment, documentation is requested to validate the need for all lab/kiosk/common use machines eligible for replacement. Departments maintain the ultimate responsibility of determining where new machines are deployed. Machines requested in addition to initial inventory are granted only with department manager and management approval. Priority is given to out of date lab machines and faculty/staff machines which are out of compliance with information security standards. Page 3

4 Operational-Fund Lab and Open Use/Kiosk Workstations The quantity of lab and open use workstations is based on FY 2013/2014 deployment levels. performs an initial inventory of lab workstations and then determines prioritization in coordination with local department technicians. Labs are updated such that all machines in a particular location are replaced at once to gain advantage of economies of scale, maintaining a single image and ease of support. Asset Management Per ICSUAM , SJSU is responsible for maintaining an inventory of information assets containing level 1 or level 2 data (University Technology Asset Inventory). Due to the widespread availability of sensitive data (passwords, health insurance information, medical records, home addresses, library circulation information, bids, facilities diagrams, grades, student data, etc.), all devices distributed through the refresh program must be tracked. creates a record for and issues a property tag for each device capable of storing sensitive data, including all workstations, servers, printers and state owned mobile devices. Upon delivery of the device, the receiving department shall assume responsibility for the tracking of the information asset. Per ICSUAM , departments must be able to report on current location, current owner, data disposition status and survey status. Each device is reviewed once every four years as part of the refresh/recycle/survey process. Each department receives a Physical Inventory Discrepancy memo noting any missing equipment. Each department is given 10 days to locate the property. If the department is still unable to locate the property after the 10-day grace period, the department notes that the property is missing on a Missing Equipment Report which will be forwarded to the SJSU Police Department for investigation. The does not fund the replacement of missing/lost/stolen equipment in advance of a device s scheduled replacement. Hardware Configuration The program provides a standard PC desktop workstation or a Mac Mini desktop workstation as no-cost options distributed by the program. Mac Mini options require sign-off from departmental IT support and department management. The device configuration is reviewed by the IT Management Advisory Committee at least quarterly. A single configuration is built to address the computing needs for office productivity, console application programming and general lab use. With sign-off from departmental IT support and department management, an Apple ipad is also available at no-cost. Due to the fragile construction of these devices, limited warrantee period and shortened expected lifetime of tablets, IT Services strongly encourages departments to purchase laptops where portability is concerned. Page 4

5 Laptops, Tablets and Other Desktop Upgrades A laptop computer, tablet, non-standard desktop or device which otherwise exceeds the per-user budget provided by the program is considered an upgrade to the default configuration. The program provides only one desktop, laptop or tablet per employee. These upgrades are made on a per-device basis and funded by the receiving department using the following model: Cost of upgraded device Published cost of standard PC desktop = Portion paid by department maintains recommend configurations for Mac desktops, PC laptops, Mac laptops and a tablet to take advantage of economies of scale, bulk pricing, maintaining a single image and ease of support. Virtual Desktop Infrastructure (VDI) is currently developing the infrastructure to support Virtual Desktop Infrastructure (VDI) thin and zero clients. Currently, this is in the early stages of deployment, however in the future departments will be able to take advantage of this service as well. As the VDI program is developed, the will be altered to include this service. Monitors, Printers and Other Devices If the standard PC desktop is selected as the replacement system and the accompanying monitor is 19 or smaller, a 23 monitor is provided as a replacement. Monitor replacements are documented and are non-transferable. If additional monitors are requested, a stock of standard 23 monitors are maintained on campus and made readily available. Printers and other devices are not included in the refresh program. Deployment Departments without technical support staff Departments without technical support staff receive workstations deployed directly by. consults with department management to establish deployment targets and scheduling. interviews each user, builds a machine per the user s specification, delivers the machine, and follows up with each user post-deployment. Departments with technical support staff Departments with technical support staff have several options for deployment: Internal IT staff receive new workstations with no image and self-deploys. Internal IT staff receive workstations with standard image and self-deploys. Internal IT staff deliver custom image and deploys. deploys standard image to users. Departments building their own images may request additional workstations for the purpose of image creation and testing, to be filled on a first-come first serve basis. Page 5

6 Decommissioning Hardware Recycling Part-time, temporary faculty/staff, volunteer, contractor, student assistant and otherwise unfunded workstations are addressed through a hardware recycling program. As suitable workstations are removed following four years of service, they are wiped following the specifications in the SJSU Data Disposition Standard and redeployed for use by part-time, temporary faculty/staff, volunteers, contractors or student assistants. Workstations purchased through the Refresh Program are not redeployed to auxiliary units without following standard property procedures. The responsibility of asset management is passed to the receiving department as the workstations change hands. Departments without IT Staff Departments without IT staff are given access to s inventory of recycled devices on a firstcome first serve basis. Departments with IT Staff Departments with IT staff are expected to manage their own inventory of recycled devices generated by the refresh program. Decommissioning Operational-fund departments are required to notify IT Services whenever a device is taken out of operation. Decommissioning of devices follows standard operating procedures or the device is returned to for proper disposal. Data Disposition Data disposition shall follow the SJSU Data Disposition Standard wherever applicable. Images & Standard Software develops and maintains a standard image for the current default device refresh configuration. The image is developed for the purpose of general desktop productivity and includes: Microsoft Windows, OS or ios Microsoft Office Google Chrome Adobe Creative Cloud Sophos Protection Page 6

7 Departments with custom images Departments who wish to develop their own custom images must create images which comply with minimum SJSU Information Security Standards and include: Antivirus (required on all devices, regardless of operating system) Patch Management Password Management User-specific logon credentials Least Privilege logons for users assists with image creation where necessary and provides services to ensure adequate protection of our information assets including: Active Directory, Password Management, Patch Management, Encryption and Antivirus. Software Licensing Departments are responsible for purchasing, maintaining and ensuring compliance with all software vendors. A number of system-wide and campus-wide agreements are currently in place which provide licenses for essential software such as Microsoft Windows and Microsoft Office. Contact IT Services for additional information. Information Security In an effort to protect campus information assets, a number of new technologies are being implemented in conjunction with the program. Per ICSUAM 8000, all workstations shall be equipped with antivirus protection, meet minimum password standards, be physically secure, be maintained with security patches, and sufficiently protect Level 1 and Level 2 data stored on internal memory. In conjunction with SJSU Information Security policy and standards, the requires the usage of Sophos Antivirus, SJSU Central Active Directory Services, physical locks in lab environments, Patch Management and hard drive encryption. These services are provided and managed by as part of Baseline Services. Departments with technical support staff are given the option of delegated management, upon request. Device custodians are responsible for compliance with Information Security Standards. Governance SJSU s Chief Information Officer (or designee) coordinates and oversees the workstation refresh program. The CIO reports annually to the President s Cabinet on the current state of workstation refresh. The is reviewed with campus constituents through various committees and other governance bodies. The CIO and the ISO are standing members of the IT Management Advisory Committee. This committee is advisory and reports to the President s Cabinet on policies and plans related to IT management and the use of information resources. Page 7

8 The Information Security Management Team meets regularly to review security policies and issues, discuss specific information technology needs, identify areas of concern, clarify and interpret policies, and develop communication and implementation strategies and plans. Administrators across the university are responsible for ensuring that workstation refresh policies, standards and practices are followed by employees in their respective areas. A workstation refresh coordinator in each college and major administrative unit, or in the absence of a coordinator, will provide necessary operational oversight to assist the responsible administrators. Technical support staff and individual users are expected to follow established standards and practices and to report potential security violations. Procurement All purchases of desktops, laptops and tablets which are processed by SJSU Finance shall be made through the agreements in order to take advantage of economies of scale, standardized configurations, bulk pricing, distribution, warehousing and asset tracking systems available through the program. Departments shall not use ProCards or open purchase orders for desktop computers, laptop computers or tablets without sign-off from IT Services. Any exceptions to the process shall be approved by the CIO (or designee) and documented. IT Services approval role is limited to compatibility requirements for technologies, such as hard drive encryption and ensuring the purchase order is made part of the University Technology Asset Inventory. Program Maintenance The SJSU Chief Information Officer (or designee) performs an annual review of this Program and communicates any changes or additions to appropriate SJSU stakeholders. The SJSU Workstation Refresh Program shall be updated as necessary to reflect changes in CSU policies, SJSU s academic, administrative, or technical environments, or applicable laws and regulations. The program may be augmented, but neither supplanted nor diminished, by additional policies and standards. Page 8

9 Appendix A Roles and Responsibilities Task and Responsibility Responsibility Support and Services for Users What users request from us Services: What we provide to users Support: What software, hardware, departmental things we support Trouble Call, Tickets, User Consultation & isupport Respond to calls; work isupport tickets; assist users; resolve problems Information Dissemination to Users Create messages; document procedures Installation: Hardware & Software Using written procedures User Training Coordination Organize and coordinate training; develop training plan and curriculum; coordinate training times, location, instructors and equipment Operations Internal things we do to run the department in service of IT and the campus Desktop Management Software Coordination Create, maintain, test and deploy application objects; document procedures. Desktop Power Management Coordination & Maintenance Design, configure, monitor usage, and document procedures; coordinate testing and deployment; document changes; maintain settings, schedule and configuration using written procedures. Liaison to Campus Resources Internal Procedure Documentation Coordination Create department standards; review IT folders for procedures; coordinate directory structure for documentation; document procedures. Manager, Identity, Security & Desktop Services Page 9

10 Task and Responsibility Responsibility Operations Internal things we do to run the department in service of IT and the campus Internal Training Coordination Organize and coordinate training; develop training plan and curriculum; coordinate training times, location, instructors and equipment. Manager, Identity, Security & Desktop Services Property/Hardware Physical Inventory Survey equipment/property as requested; reconcile IT checkout equipment inventory quarterly (report on status to IT director); inventory equipment/property assets annually; document procedures. Remote Computing Coordination Design laptop configuration for remote access; coordinate remote access services for users; document procedures. Patches for Workstations Coordination: Non-Microsoft via Big Fix Determine patches to install; test patches; schedule and apply patches; document procedures. Software License Compliance Develop policies and procedures; document procedures. Workstation Application Change Control Coordination Coordinate changes with IT, users and campus resources; develop and send communications; coordinate testing and deployment. Workstation Hardware Change Control Coordination Specify configuration; coordinate changes with IT and users; coordinate testing and deployment; document procedures. Workstation Refresh Deployment Interview users; set up workstations following written procedures; provide workstation to user; follow up with users following procedures; update refresh workstation deployment log with names and dates. Page 10

11 Task and Responsibility Responsibility Operations Internal things we do to run the department in service of IT and the campus Workstation Refresh Imaging system maintenance; Maintain images, document image updates and changes, document and maintain imaging procedures. Workstation Refresh Coordination, Workstation Recycle Coordination Develop policies and procedures for upgrades and replacements; specify system configuration; specify system recommendations; place orders; assign tasks for student assistant IT and staff; track workstation status; document procedures. Malware Coordination Integrate with IT applications, coordinate updates and problems with ; review software logs periodically; document procedures. Audits Review and adjust our access rights internal and external. Review and align our software and hardware compliance and policies. Workstation Security and Asset Audit Performed Annually Reconcile patches for Windows, anti-virus, anti-spyware; assess physical security; coordinate changes. Laptop Equipment Audit Performed Annually Reconcile laptop inventory, location and usage. Property Audit Performed Annually Reconcile database to actual property locations; coordinate updates. Software License Compliance Audit Performed Annually Reconcile licensed software purchased to actual installs; coordinate changes. Strategic Planning Workstation Refresh Planning Page 11

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