Marriott School of Management Support Service Level Agreement (SLA)

Transcription

1 Marriott School of Management Support Service Level Agreement (SLA) Last Modified: April 29, 2010 Author: Shane Allred Page 1 of 19

2 Table of Contents Introduction... 4 The Basics... 4 Support Contact Summary... 5 Technology Organizations... 5 Cell Phone Office... 5 Center for Teaching and Learning (CTL)... 5 Office of IT Training... 6 Office of Information Technology (OIT)... 6 Marriott School of Management IT (MSM IT)... 6 Full-Time MSM IT Employees... 7 Supported Hardware... 7 Supported Software... 7 Level 1 Supported Software (MSM Image Software)... 8 Level 2 Supported Software (BYU Software Distribution)... 8 Level 3 Unsupported Software (Job Required and Other)... 9 Description of Services... 9 Planning and Recommendations... 9 Computer Ordering, Setup, and Installation... 9 Maintenance Troubleshooting Application Support Network Support Shared File Storage Backup Support Hardware Support Training Cell Phones and Mobile Devices Video and Instructional Media Classroom and Teaching Technology Server and Web Site Hosting Video Conferencing Telephone Conferencing Computer Labs Requesting Service Response Time Page 2 of 19

3 Typical Response Times Escalation Process Step 1: Help Desk Step 2: Supervisor Step 3: Formal Complaint Appendix A: Recommended Hardware Configurations Laptop Hardware Desktop Hardware Appendix B: Supported Software Supported Operating Systems (OS) PC Level 1 Supported Software Mac Level 1 Supported Software Appendix C: Collaboration Technologies Page 3 of 19

4 Introduction Computers purchased by BYU using BYU funds (regardless of their source) and purchased with the expectation that Marriott School of Management IT (MSM IT) will provide technical support are subject to certain guidelines. The purpose of this service level agreement (SLA) is to describe the services provided to current faculty, staff, and administrators (employees) of the BYU Marriott School. This document also outlines the IT support levels offered by MSM IT. The Basics Supported laptops and desktops must be brought to the Tanner Building for service. To be supported by MSM IT, a laptop or desktop must (1) be purchased and configured by MSM IT, (2) be purchased using BYU funds, (3) be used for academic purposes, (4) be less than five years old, and (5) have a current manufacturer warranty. All computers are configured to be a part of the Marriott School domain, with management tools that are essential for MSM IT to provide support. To receive the highest level of service possible and to access Marriott School resources (e.g. network printers, shared network drives, and other resources), employees are asked to not remove these tools and to not remove their computer from the Marriott School domain. MSM IT will service up to two computers per faculty member and one computer for student, staff, and administrative employees. However, to qualify for service, all computers must meet the service criteria as outlined above. Desktops or laptops used as home or family computers do not qualify for service regardless of how they were purchased. A record of all supported computers is maintained by MSM IT and employees are responsible to assist MSM IT in keeping this record current on an annual basis. Marriott School employees receiving a new laptop or desktop must turn in the old computer to MSM IT at the time their replacement computer is received. All other computer equipment (e.g. printers, scanners, etc.) purchased with BYU funds, must also be turned in to MSM IT when replaced or no longer needed. Computer equipment turned in to MSM IT is either redeployed within the Marriott School or sent to BYU surplus. Exceptions to this policy must be obtained from one of the deans of the Marriott School. MSM IT does not have the resources to support non-employee (e.g. student) computers. Students needing computer assistance should seek help through resources available on campus (e.g. BYU open labs, peers, class TAs, etc.). Note: All desktop and laptop computers must have a current virus scanner installed and configured to run weekly scans (at a minimum). Also, to ensure access to both the wired and wireless networks on campus, computers should be kept up to date with the latest operating system patches and updates. Page 4 of 19

5 Support Contact Summary The following summary table shows support categories and the main contact (technology organization) for each category. This can be used as a quick reference for employees needing technology support. Contact Support Category Phone Cell Phone Office Cell phone purchases and support Center for Teaching and Instructional media projects and Support Learning (CTL) Office of IT Training Technology training needs Office of Information Classroom technology support Technology (OIT) Blackboard support Networking and connectivity support Marriott School of Management IT (MSM IT) Phone and voic support Computer support Marriott School web site support Marriott School computer lab support Video/phone conferencing support Technology Organizations The following section is a summary of the technology organizations (listed above) on campus and their primary responsibilities. MSM IT resources are based on supplementing these organizations and not duplicating services already provided to BYU as a whole. Cell Phone Office The Cell Phone Office is responsible for purchasing cell phones for BYU employees. The cell phone office offers limited support and can help the employee contact the vendor for additional support when necessary. This office should be consulted before cell phone purchases are made. Employees can learn about the features and limitations of each phone as well as which phones integrate best with current campus technologies. Contact information: Cell Phone Office C-40 Abraham O. Smoot Administration Building cellular@byu.edu Center for Teaching and Learning (CTL) The Center for Teaching and Learning (CTL) can assist employees with their instructional media needs (podcasts, videos, lecture capture, presentations, documents, web sites, multimedia, etc.). Page 5 of 19

6 Contact information: Center for Teaching and Learning 3704 Harold B. Lee Library ctl.byu.edu Office of IT Training The Office of IT Training offers classes, videos, and other learning resources on many common applications such as the Microsoft Office Suite, Microsoft Outlook, Blackboard, etc. Contact information: Office of IT Training 1007 Jesse Knight Building it.byu.edu/training Office of Information Technology (OIT) The Office of Information Technology (OIT) is responsible for the BYU technology infrastructure. This includes the BYU networks, telephones, classrooms, (Microsoft Exchange Server), kiosks, applications (Route Y), hosting (BYU Data Center), IT products, software licensing, etc. Most campus IT issues must be routed through OIT. Contact information: Office of Information Technology Howard S. McDonald Building it.byu.edu Marriott School of Management IT (MSM IT) Marriott School of Management IT (MSM IT) works in conjunction with the other BYU technology organizations to provide support to Marriott School employees. MSM IT provides services as outlined in this document. The main responsibilities of MSM IT include employee desktop/laptop support (help desk), Marriott School web site development and support, and student computer lab support. Contact information: Marriott School of Management IT 390 Tanner Building Page 6 of 19

7 marriottschool.byu.edu/it/ Full-Time MSM IT Employees Employee Title Responsibilities Contact Information Shane Allred Director of Technology Manages MSM IT and is ultimately responsible for all areas of IT support within the Bob Kellett Linda Connell Mike Neville Labs and Computing Administrator Systems and Support Administrator Web Administrator Marriott School. Responsible for all Marriott School technology purchasing, manages and maintains computer labs, and is over video and phone conferencing. Responsible for all Marriott School servers and systems, backup, and manages the support help desk. Responsible for the Marriott School web site, web site support, and new development projects Supported Hardware To receive the highest level of support possible, employees should choose a computer from the MSM IT list of recommended configurations (refer to appendix A). Other hardware can be ordered, but by doing so the employee inherently accepts a lower level of support due to MSM IT having less expertise in these systems. Therefore, it is strongly recommended that employees consider this fact when choosing a computer system. Due to the nature of the work performed by administrative, staff, and student employees, purchases are limited to PC (Windows-based) hardware for these types of employees. Marriott School faculty may purchase a Mac system if they choose; however, they will need to setup and support Windows on their own. Therefore, faculty who do not consider themselves tech savvy or who have never owned or used a Mac computer are encouraged to choose a Windows-based system as their primary work computer. Supported Software MSM IT strongly recommends most faculty choose a Windows based computer. MSM IT will support one operating system (OS) per computer Windows or Mac OS (refer to appendix B for supported versions). While MSM IT will support the Mac OS, support for non-native operating systems on a Mac (such as Windows or Linux) is not supported. Employees who choose to dual boot or run a virtual machine on a Mac to access Windows software must set up and support this instance of Windows themselves. Page 7 of 19

8 The reasons MSM IT cannot support Windows on Mac hardware are as follows: 1. Supporting multiple operating systems on a single computer is equivalent to supporting multiple computers sometimes worse since dependencies can exist. 2. Neither Microsoft nor Apple provide support for Windows running on Mac hardware. Although both advertize it is possible and the benefits of such a system, officially, there is no support available from either vendor. This means a solution to a problem being experienced may not exist. 3. MSM IT has experienced many different driver issues and incompatibilities running Windows on a Mac. Most users purchase Mac systems expecting to run Windows flawlessly on their system, sometimes this is the case, but often it is not. Faculty who choose a Mac and want to run Windows on it can download the software from the BYU software distribution site at software.byu.edu. Other software, such as VMWare Fusion, may also be available at a discounted price on the site. Level 1 Supported Software (MSM Image Software) All software included with the Marriott School image is level 1 supported software (e.g. Microsoft Office, Outlook, and Adobe Reader). Level 1 supported software must meet the following conditions: A majority of employees of the Marriott School must use or find the software useful. BYU must own a site license with a volume license key for the software (meaning the software is free for employees to install and use). This allows MSM IT to license the software on behalf of Marriott School employees. The software must be part of the MSM IT standard image installation. New applications can be added to the MSM IT image, provided the first two criteria are met. MSM IT will obtain licenses, install, configure, and troubleshoot level 1 supported software (refer to Appendix B for a full list). Level 2 Supported Software (BYU Software Distribution) All software licensed by BYU (part of the BYU software distribution site) and not included in the MSM IT image is considered level 2 supported software. This software may be free for BYU employees or have a discounted cost associated with the license. It is BYU s policy that employees purchase, through appropriate accounts, and download this software using the software distribution site. Once the license is obtained by the Marriott School employee, MSM IT can assist with installing and configuring the software. However, it is the responsibility of the employee to keep track of the license for all software purchased through BYU software distribution. Note: To access the BYU software distribution site you must log in to Route Y (ry.byu.edu), go to the Miscellaneous menu, and click on Software Distribution, or the site can be accessed directly at software.byu.edu. Employees should always check this site before purchasing software from an external vendor, as BYU may have a site license for the software making it free or discounted to the employee. Page 8 of 19

9 Level 3 Unsupported Software (Job Required and Other) All other software required for an employee to perform his or her job is considered level 3 unsupported software. Due to the many different software products on the market, MSM IT cannot support level 3 software. If the software is required for an employee to perform his or her job, it may be installed at the employee s discretion. Employees are responsible to purchase (license), install, configure, and obtain needed support from the vendor for all level 3 software. Description of Services The services provided by MSM IT are described below. Planning and Recommendations MSM IT will provide recommendations and planning assistance to departments and employees regarding all aspects of academic computing. This may include but is not limited to the following: Hardware and software recommendations. Peripheral recommendations such as printers, scanners, etc. Software purchases and site licenses. Assessing file sharing, databases, and backup needs for research data. Evaluation of technical training needs for employees. Video and phone conferencing. Employee Responsibilities: Employees are urged to take advantage of this assistance and keep MSM IT informed about academic computing issues. Computer Ordering, Setup, and Installation MSM IT is responsible for ordering and setting up computers for all employees of the Marriott School. This service includes: Purchasing and tracking all computer hardware and necessary peripherals. Unpacking and connecting computer components. Configuring operating systems. Installing operating system security patches and updates. Installing supported applications. Setting up domain and network connectivity. Transferring work related data, including , from an existing computer to a new machine. This does NOT include personal files, such as music (itunes) or pictures. Setting up peripherals in support of work related needs. Employee Responsibilities: Employees who desire MSM IT support, must contact MSM IT to purchase computers and other hardware. Maintenance agreements are required for all hardware. In the case of Apple Page 9 of 19

10 computers, Apple Care is required. Hardware purchases made by employees or departments without consulting MSM IT will not be supported by MSM IT. Employees may need to be present at certain points during the installation or setup process, often at the beginning or end of the process. Old equipment being replaced and purchased with BYU funds must be turned in to MSM IT when the new hardware is received by the employee. Maintenance MSM IT provides comprehensive maintenance services for supported machines. Maintenance services provided include: Installation of operating system updates and patches. Updates of supported software (levels 1 and 2 only). Supported software (levels 1 and 2 only) and hardware diagnostics. Disk repair and optimization. Virus, spyware, and adware removal. Contact vendors and arrange repairs that are covered by extended computer warranties. Employee Responsibilities: Employees may need to be present at certain points during the maintenance process, often at the beginning or end of the process. Employees should bring to the attention of MSM IT any problems they may be experiencing prior to the maintenance. Also any recent changes to hardware or software should be explained. In certain cases, employees may need to buy or have their department buy licenses for certain software upgrades. Troubleshooting MSM IT will troubleshoot problems with operating systems, supported software applications (levels 1 and 2 only), and network connectivity. MSM IT will also perform hardware troubleshooting of supported systems. Employee Responsibilities: Employees should provide as much helpful information as possible to aid in troubleshooting including recent changes to hardware or software (e.g. installing new drivers or peripherals). Application Support MSM IT will provide assistance with supported applications. This service includes the following: Installation and updating of supported software applications (software levels 1 and 2 only). Troubleshooting of problems with supported software (software levels 1 and 2 only). Basic help with using software applications (software level 1 only). Advice and recommendations for application training. Page 10 of 19

11 Employee Responsibilities: Employees or their departments are responsible for purchasing software licenses as well as keeping an inventory of software licenses. It is also recommended that software media, including downloadable executable files, are stored safely for re-use. Please refer to the supported software section of this document. Network Support BYU OIT currently provides all campus network support; however, MSM IT will: Assist with network planning and ordering of network connections, including public ports and public IP addresses. Help troubleshoot network connectivity problems. Act as a liaison with BYU OIT in resolving network problems. MSM IT does not maintain the campus network and will refer problems with the network itself to BYU OIT. Employees requiring wireless access points or with other special networking needs must consult with and get approval from BYU OIT. Employee Responsibilities: Employees are responsible for their home networks and should seek support through their ISP or other contracted help. Shared File Storage MSM IT provides shared file storage (shared drive). These file servers allow departmental workgroups to share documents and store important research and other files. Upon request, MSM IT will also set up a personal directory that can only be accessed by the employee. Due to resource constraints, space quotas will be enforced. The shared drive will be backed up nightly to an onsite server as well as to an off-site vendor to ensure data safety. This backup comes at a cost to the Marriott School; therefore, all employees are asked to keep the shared drive clean of personal, old, and unnecessary files. For security reasons, the shared drive is only accessible on the BYU private network; therefore, to access files off campus users must use the BYU VPN (Virtual Private Network) client. MSM IT can help users get setup with this client. Employee Responsibilities: Employees should request access to the shared drive through MSM IT. This space is provided for work related needs and should not be used to store personal files or media. Backup Support MSM IT contracts with third party vendors for off-site backup support. MSM IT can assist employees with their backup configuration and setup. Employees are encouraged to contact MSM IT to discuss their individual backup needs and to ensure their research and critical data is securely and safely backed up. In addition to off-site backup, MSM IT also recommends employees backup their files to an external hard drive this ensures quick and complete restores when a drive becomes corrupted. MSM IT can assist employees with both their off-site and local backup configuration and setup. Page 11 of 19

12 Employee Responsibilities: Employees are ultimately responsible for their research, files, and data. MSM IT provides assistance for employees to backup these files, but the responsibility belongs to each employee to make certain his/her files are backed up. Off-site backup is in place as a form of disaster recovery (e.g. fire, flood, etc.). However, restoring files from off-site backup is not a fast process and may take days or even weeks over the internet. Also, since off-site backup is slower and more expensive, MSM IT recommends only critical files be backed up offsite. Most employees are limited to 10 GB of off-site backup space; this is not enough for a complete backup, but enough for most employees to backup important and critical work-related files. An external hard drive can then be used to backup everything on the computer. It is the employee s responsibility to determine which files on the computer warrant being backed up off-site. Employees requiring more than 10 GB of off-site backup space must first obtain permission from their department chair. Once permission is granted the request should then be sent to MSM IT to add the approved space. Hardware Support MSM IT will provide basic hardware diagnosis for supported machines. In addition, MSM IT will provide warranty work on all supported desktop and laptop machines. Basic hardware upgrades are also supported if the upgrade is in support of the employee s work (e.g. adding more RAM, installing a PCI card, etc.). Upgrades or repair for Apple machines will be performed by Apple (if the machine is covered under an Apple care agreement) or a certified Apple vendor. Employee Responsibilities: Employees must notify MSM IT if they suspect a hardware problem or are considering an upgrade to MSM supported hardware. Training MSM IT does not have the resources to provide extensive employee training on supported applications or operating systems. MSM IT can provide recommendations for training BYU offers training on many common applications such as the Microsoft Office Suite, Outlook, and Blackboard. Please refer to the BYU IT training site at it.byu.edu/training. Contact information: The Office of IT Training 1007 Jesse Knight Building it-training@byu.edu it.byu.edu/training Employee Responsibilities: Employees are responsible for learning the applications and technologies critical for their work. MSM IT can consult with employees and make recommendations for training needs. Page 12 of 19

13 Cell Phones and Mobile Devices Support for cell phones and other mobile devices should be obtained either through the store where the device was purchased or through the wireless carrier. It is strongly recommended that employees consult with the BYU Cell Phone Office before purchasing a cell phone or signing up for a plan. Contact information: Cell Phone Office C-191 Abraham O. Smoot Administration Building cellular@byu.edu MSM IT may assist employees with setting up active sync (integration with the BYU Microsoft Exchange server) on devices with active sync support. However, due to the wide variety of phones and devices, MSM IT makes no promise that the device will be setup properly and reserves the right to refer the employee to the device vendor for problems that MSM IT cannot resolve. Note: Currently, BYU does not have a Blackberry server. Syncing a phone with Outlook requires the cell phone be synced with a desktop or laptop computer. For this reason, the BYU Cell Phone Office and MSM IT, at this time, discourages the purchase of Blackberry mobile phones for campus employees. Employee Responsibilities: Employees should consult with the BYU Cell Phone Office before purchasing a phone. This office can explain the latest technologies, the limitations of certain carriers, prices, and the level of data synchronization supported by each phone on campus. Video and Instructional Media The Center for Teaching and Learning (CTL) can assist employees with their instructional media needs (podcasts, videos, lecture capture, presentations, documents, web sites, etc.). Please refer to the CTL web site for more information and a list of services available (ctl.byu.edu). Contact information: Center for Teaching and Learning 3704 Harold B. Lee Library ctlrec@byu.edu ctl.byu.edu Employee Responsibilities: Employees should schedule appointments with the CTL in advance to ensure their teaching needs can be met in a timely manner. They should also be aware of the services offered by the CTL, which are free to BYU employees. These services are only available for teaching/course related tasks/projects. Page 13 of 19

14 Classroom and Teaching Technology The classroom computers, tech podiums, projectors, etc. are maintained and supported by BYU OIT. If you should encounter an urgent problem with any of the classroom technologies, please click the help icon on the tech podium or call the help number also located on the podium an OIT support person should come to the room shortly. Although MSM IT is not responsible for the classroom technology, daily equipment checks of all classrooms are performed each morning before classes begin. This is done to ensure all equipment is working properly before the start of classes. However, problems can and sometimes do arise between or during classes at which point OIT should be contacted for immediate assistance. To prearrange for classroom technologies or to report a problem following a class, please call OIT at Employee Responsibilities: Employees should arrive to class with enough time to set up and test the technical equipment they require. Should a problem be observed, OIT should be contacted immediately so the problem can be resolved without negatively impacting the class. Server and Web Site Hosting MSM IT does not have the resources to properly host, backup, and maintain dedicated servers or web sites for employees of the Marriott School. Employees requiring a server or hosting for a web site related to their research or work have several options. 1. Purchase a hosting account with a reputable hosting company using research or discretionary funds available. Usually these accounts cost very little in the range of $5 to $10 per month or less. There are many reputable companies such as bluehost.com and hostgator.com to choose from. 2. BYU has a relationship with bluehost.com to obtain hosting services at a discounted price. All administration of the bluehost.com account must be managed by the department or employee purchasing the account. Employee Responsibilities: Employees are discouraged from hosting their own servers within the Marriott School and on the BYU domain. All employees must have permission from the Dean s Office and MSM IT to host a server within the Marriott School. All administration of these servers will be the responsibility of the employee. Servers hosted within the Marriott School should reside within the server room located in W342A TNRB. Video Conferencing Video Conferencing equipment is available for use with interviews, guest lectures, and meetings. The Marriott School currently owns three Polycom VSX 7000 units. Only IP connections are supported as no ISDN is available on campus. This service is available to all Marriott School employees and students. To schedule a video conference, please open a support ticket. Refer to requesting service below. Page 14 of 19

15 Employee Responsibilities: Employees and students must schedule video conferences at least two days in advance. Telephone Conferencing Cisco Conference phones are also available and can be checked out by Marriott School employees and students. These phones can be checked out in the Dean s Office (730 TNRB), External Relations Office (490 TNRB), or MSM IT Office (390 TNRB). Employee Responsibilities: Employees and students are responsible for any damaged or missing phones they check out. Computer Labs Computer lab use is available for Marriott School employees and students in 240 TNRB. Open labs are usually available in the evenings and on Saturdays as the room is used as a teaching classroom during the day. The current schedule and available lab times are posted outside of 240 TNRB. To schedule the lab for a class or group, please contact the Business Management Office at Employee Responsibilities: Employees must schedule the lab for all classes or large groups. Scheduling will take place on a first come first serve basis. However, if the class or activity is given a high priority by one of the deans of the Marriott School, it may bump a previously scheduled event. Requesting Service To request services provided by MSM IT, employees can choose one of the following methods: Open a help ticket manually at marriottschool.byu.edu/it/support (recommended) Send an to msmit@byu.edu (opens a help ticket automatically) Phone (MSM IT will open a help ticket based on your call) The help ticket system can also be accessed from the Marriott School homepage. Go to marriottschool.byu.edu and click on IT Support at the top right of the screen. Then select Submit a Ticket, choose the department that best relates to your problem or request, and finally submit any helpful information related to your problem or request. Response Time It is the goal of MSM IT to respond to all requests for service as quickly as possible. Response times are driven by the priority of the request, which are as follows: Priority Level High Medium Low Description Critical for job Important but not critical for job All other requests Page 15 of 19

16 Typical Response Times Priority Level Initial Response Time Commencement of Work High 0-90 minutes 0-2 hours Medium minutes 0-6 hours Low 2-8 hours To be arranged The duration of work will depend on the seriousness of the problem, the time to get replacement parts under warranty, external dependencies, etc. MSM IT will communicate closely with all employees to ensure problems are resolved as quickly as possible. Escalation Process The following process should be followed by Marriott School employees who feel the support process needs to be escalated due to a lack of timely support or quality support. Step 1: Help Desk Call the MSM IT help desk to enable an appropriate staff member to resolve your issue. Step 2: Supervisor If the staff member is unable to resolve your request to your satisfaction, ask to speak to his or her supervisor, and allow the supervisor the opportunity to resolve your issue before you submit a formal complaint. If you remain dissatisfied, submit a formal complaint. Step 3: Formal Complaint Submit a formal complaint by sending an to Shane Allred (MSM Director of Technology) at smallred@byu.edu. Page 16 of 19

17 Appendix A: Recommended Hardware Configurations Laptop Hardware Model Dell Latitude E Series Memory Hard Disk Drives Graphics Audio Networking Ports Docking Station Support Level Full 4 GB 250 GB (SATA 5400 RPM) or better DVD-RW or CD-RW 128 MB video memory Built-in speakers, microphone and Headphone jacks Wireless b/g compliant 10/100 Mbps LAN/Ethernet port USB, HDMI/DVI/VGA Dual monitor ports and additional ports Desktop Hardware Model Dell Optiplex 780 Memory Hard Disk Drives Graphics Audio Networking Processors Support Level Full 4 GB 320 GB (7200 RPM) 16x DVD+/-RW SATA 512 MB Nvidia Internal 10/100 LAN/Ethernet port Core 2 Duo, 3.16 GHZ Page 17 of 19

18 Appendix B: Supported Software Supported Operating Systems (OS) Hardware Operating System (OS) PC Microsoft XP Professional, Windows 7 Enterprise (32-bit & 64-bit) Mac Mac OS 10.5, 10.6 PC Level 1 Supported Software Function Software Browser Firefox Browser Internet Explorer Microsoft Outlook Management Altiris Productivity Microsoft Office 2007, 2010 Mac Level 1 Supported Software Function Software Browser Safari Browser Firefox Entourage Productivity Microsoft Office 2008, 2010 (32-bit) Page 18 of 19

19 Appendix C: Collaboration Technologies MSM IT does not officially support or endorse any third party collaboration product. However, there are many great tools available online and many are even free to use. Employees with collaboration needs for classes or research are encouraged to consult with MSM IT on the tools that will best fit their needs. Below are a few of the technologies currently leveraged within the Marriott School and on the BYU campus. Google Apps (Similar to Microsoft Office but online. Facilitates sharing and collaboration.) Drop Box (Used to share documents online.) Sugar Sync (Online synchronization and access to files between multiple computers.) Skype (Supports one-to-one chat, phone, and video conferencing online.) Go-To-Meeting (Online video conferencing service.) SyncToy (File synchronization between two disks.) JungleDisk (Online disk, backup, collaboration, and synchronization using Amazon S3 or Rackspace storage space.) Employees who discover other useful collaboration tools are encouraged to share these with MSM IT so others can benefit from the technology. Page 19 of 19