ResNet services Roles and responsibilities

Transcription

1 ResNet services Roles and responsibilities Suppliers: Information and Communication Technology Services (ICTS), Student Housing and Residence Life (SH&RL) Customer: Residents in UCT accommodation managed by SH&RL who have network connectivity from their rooms Note: ICTS does not support undergraduate students. Provision of support to undergraduates is a faculty responsibility, and this is mostly provided via faculty and departmental student computing microlabs. In the case of residences, the equivalent body responsible for support is Student Housing and Residence Life. Post-graduate residents can contact the IT Helpdesk for application support only (excludes hardware). ICT services Network point in residence room Access to: o the UCT system o licensed national and international online Library services o academic and administrative material on the UCT website and departmental websites o TURNITIN, the plagiarism detection software licensed for the campus as a whole o online learning environments such as NetG, WebCT, connect2 and Sakai o site licenced software (Statistica, McAfee anti-virus software) o patches for the Windows operating system o web browsing for academic purposes o files on home directory via the NetStorage web interface. This will be introduced towards the end of Supplier constraints Constraints are those things that would prevent SH&RL and ICTS from providing a service, over which SH&RL and ICTS have little control. For example, ICTS service delivery may occasionally be restricted by the service it in turn receives from vendors such as Telkom and Eskom, despite best efforts to manage our relationship with them. Prioritisation ICTS prioritises issues and logged calls on the basis of their impact on University business. For example, a call logged by administrative staff during critical times such as registration, marks processing, etc would get priority over a non-critical call logged by the Dean. Similarly, problems that affect several users would typically be prioritised over those affecting only one person. ResNet Roles and responsibilities Page 1 of 7

2 Currently, this is handled as part of the supatsela project. Cabling and network points - installation Cabling and network points problems with individual points Post-supaTsela, the following will apply: ICTS will install network points by arrangement with SH&RL ICTS will not install points on ad-hoc basis, but only batches of at least 20 points in the same location and on the same switch Cabling - flyleads As each new point is installed, provide one flylead Post-supaTsela: Must request an installation by logging a call with the IT Helpdesk Must fund the installation of all new network infrastructure Only one network point will be provided per student Must provide ducting, electrical work, secure and well-ventilated spaces to be used as wiring closets Troubleshoot and fix Test with a working flylead Log call with ICTS and provide all necessary information Provide budget for network infrastructure Manage flyleads Additional flyleads may be purchased from ICTS by arrangement Room allocation Bear network points in mind when allocating students to rooms Inform Student Housing of problem If the damage is due to vandalism, the cost will be for the account of the student If flylead is lost or damaged, the cost will be for the account of the student Must use approved UCT flylead available from SH&RL At the time of application, request a networked room from SH&RL Location on campus will determine what kind of network infrastructure will be put in place Physical state of the building, ducting, underground sleeves, etc. will affect time taken for cabling Some residences are not networked If demand for network points exceeds the number of points installed, student requests will not be accommodated ResNet Roles and responsibilities Page 2 of 7

3 Enable network points on the basis of logged calls Inform SH&RL Cabling and network points enable Note: Large volumes of calls will result in longer turnaround times Secure operating system on PC Provide information on how to secure the PC Provide SH&RL with one CD per residence at the beginning of the year Additional CDs may be purchased Log call with ICTS timeously Provide all required information when logging call Ensure that PC has been secured Inform student when point has been enabled Collect fee File completed forms Advise students in securing their PC operating system Manage CDs Must have own PC with network card in working order If the point is wireless, student must purchase a wireless network card Fill out form Hand form to Student Housing Pay fee Secure PC operating system Ensure that PC is configured to receive regular Windows patches. Install patches ResNet Roles and responsibilities Page 3 of 7

4 Virus protection Provide an antivirus software package for all Provide desktop support for antivirus software package Install the ICTSrecommended antivirus desktops connected to the UCT network Assist students with installing the antivirus software (currently McAfee) on any PCs connected to the For all standard UCT software UCT network desktops connected to the UCT network, provide automatic updating of virus Ensure that PC is configured to receive regular virus updates signatures on a regular basis Do not install unsupported and/or multiple antivirus Keep the antivirus section packages of the ICTS website up to date with current versions of antivirus software, latest signatures and relevant documentation/info Respond to anti-virus messages and attempt to disinfect PC when instructed by antivirus software on the desktop (i.e. do not ignore Post relevant warnings messages and warnings) about viruses to the ICTS website Inform Student Housing immediately when a PC has Provide information about how to install the virus scanner been infected by a virus and disinfection was not successful. Remove infected PC from network Read virus warnings and follow relevant instructions posted by ICTS on the ICTS IP number provision Allocate IP numbers Log call with ICTS Include all required information website Must apply for an IP number by completing form at the beginning of the year If purchase a new PC or new network card, must inform SH&RL ResNet Roles and responsibilities Page 4 of 7

5 Network management and Network design, Ensure that all students Must inform SH&RL as soon Power supply availability security installation, configuration, sign form as possible of any failures, by Services provided by: troubleshooting and monitoring Communicate the importance of network logging a call with the IT Helpdesk. Telkom for wide area networks (WAN) Scheduled maintenance, security to students Must not deliberately Network equipment e.g. upgrading of network equipment In the case of a serious infraction, institute compromise the security of the network. suppliers Customers will be informed about scheduled maintenance at least 10 working days in advance disciplinary proceedings against student(s) concerned Only one end-user device must be connected to each network point (i.e. one PC or laptop) via icts-announce-l Only valid UCT students may Remove network access from insecure devices to make use of UCT s network resources protect network (i.e. unplug PCs that are not patched or do not have updated antivirus) Only the student who is occupying the room may make use of the point In the case of a serious infraction, inform SH&RL ResNet Roles and responsibilities Page 5 of 7

6 Traffic management: Assist students with setting blocking, optimising, etc. up their PC to access the Provide information about web how to configure the web browser Access to: licensed national and international online Library services academic material on the UCT website and departmental websites TURNITIN, the plagiarism detection software licensed for the campus as a whole online learning environments such as NetG, WebCT, connect2 and Sakai Web browsing Allocate an amount of bandwidth to student residences from the general pool Monitor bandwidth usage by volume Remove network access from those who use excessive amounts of bandwidth Provide service Provide info about client configuration Software access Note: ICTS does not provide any software to undergraduate students apart from Statistica and McAfee antivirus. (See Virus protection for information on McAfee) Provide the latest licensed version of Statistica on CD Ensure that copies of Statistica are kept at the ICTS reception desk Manage the loan process for the CD Assist students with setting up their PC to access the web Purchase additional bandwidth if required and if budget is available Assist with client configuration Must use a browser that can be configured to use a proxy Must abide by UCT s acceptable internet usage policies Must restrict usage to academic purposes Must use a browser that can be configured to use a proxy Must abide by UCT s acceptable internet usage policies Must restrict usage to academic purposes Configure client Work within rules If forget password, go to the lab administrator for your faculty or residence lab Students may borrow the Statistica CD from the ICTS reception desk Availability of the web-site being accessed and the internet links connecting UCT to it Speed cannot be guaranteed Speed as restricted by amount of bandwidth purchased Telkom & other external suppliers Availability of the web-site being accessed and the internet links connecting UCT to it Speed cannot be guaranteed Speed as restricted by amount of bandwidth purchased Telkom & other external suppliers ResNet Roles and responsibilities Page 6 of 7

7 Communication roles ICTS will abide by procedures outlined in the Crisis Communication Ensure that SH&RL staff are subscribed to ictsannounce-l mailing list Student IT representatives must be subscribed to ictsannounce-l mailing list Procedures document (see About ICTS Policies) Ensure that SH&RL staff regularly read the ICTS website and are familiar Regularly read the ICTS website and follow all policies and procedures All ICT notices, including scheduled downtime with the policies and procedures in place Individual students are welcome to join ictsannounce-l notices, will be posted to icts-announce-l Ensure that all crisis communications are but are not obligated to subscribe ICTS will maintain the ICTS website and use it to communicate messages to the campus community adequately communicated to students in residence Training and communication will precede all major changes Manage ICT service provision Send representatives to ResNet meetings Provide training on request from SH&RL Appoint a ResNet administrator Appoint an ResNet communication co-ordinator for each residence Hold ResNet meetings at least 4 times a year. These must include ICTS, student IT representatives and SH&RL staff responsible for IT Hold training workshops for ResNet co-ordinators and IT reps Appoint an IT rep for each residence Timeously communicate issues and problems to the ResNet Administrator ResNet Roles and responsibilities Page 7 of 7