Service Catalogue Information Systems & Services (ISS)

Transcription

1 Service Catalogue Information Systems & Services (ISS) Information Systems & Services, Latest Update: 5 April, 2013 Authors: Justin Doyle Ian Spillane James Healy Avril Smyth Maria Lyons

2 Table of Contents Executive Summary Service categories broad areas Corporate and Administrative Services Collaboration and Communication Services IT Security and Identity Management User Support and Liaison Project Management Desktop and Software Services Research Supports and Services Learning and Teaching Spaces and Services Networks & Telephony Website Management Services Data Management and Reporting Services

3 Executive Summary The following outlines the ISS service catalogue in a language that aims to be customer facing and which lists the services that ISS provides to the organisation. It indicates the services that ISS currently support and those services where little or no support exists. We have attempted to organise and categorise these service and support offerings along functional lines and fully realise that some areas do not always fit neatly within the categories indicated. Service categories broad areas Corporate and Administrative Services Collaboration and Communication Services IT Security and Identity Management User Support and Liaison Project Management Desktop & Software Services Research Support & Services Learning and Teaching Spaces & Services Networks and Telephony Services Website management Services Data Management and Reporting Services Corporate and Business Support Services Analysis of Business Requirements System Selection System Implementation System and User Support Upgrade and development management User Training Vendor and third party management Corporate systems CORE (personnel, payroll, Time & attendance, ID cards, Employee Self Service, Expenses) Agresso

4 ITS Student Administration System Digitary and diploma supplement PAC CAO Anonymous Marking Graduation Exam Results support (ITS) and publication online Scientia - Academic timetable and Exam timetable Inteum - IP management IPAS - research proposal applications Proposal Tracking - Research awards management Genius - research output and CV management Business Intelligence (OBIEE) - research reports dashboards, ITS student dashboards Oracle Discoverer (MIS) support and development Cardax - Access Control Traka - Key management Dynamix Customer Relationship Management Collaboration and Communication Services Infrastructure Virus Protection Spam Protection Filestore Management local and subdomain management Mailing List Managed Automated Lists Subscription List Service Access Staff Browser based access Mobile Devices IOS, Android, Windows Thunderbird (primary client) Outlook (where business system integration) Calendars Staff

5 Personal Calendars Shared Calendars Calendars - Students Provision of teaching timetable Services delivered to students via student portal Student DCUapps (Google Apps Mail for Education) DCUapps Additional Services (Calendar, Documents, Sites, Drive) IP Telephony (Selected Locations) IT Security and Identity Management IT Security IT Security Incident Response IT Security Policy IT Security Consultancy Server Security Certificates Data Network Addressing Domain Registration DNS Network Identity Management DHCP Identity Management Active Directory Guest Wireless Domain Accounts Generic Accounts Radius Authentication Eduroam Identity Management Edugate Federated Access Campus.ie

6 HEAnet Filesender HEAnet Media Hosting Library Online Journals/Databases Remote Access VPN (Cisco) User Support and Liaison Service Desk Incident Response 1st Line Single Point of Contact via Telephone Single Point of Contact via Single Point of Contact via Web Portal Single Point of Contact via Walk-in Centre 2 nd line: Phone/Remote Support 3 rd line: Appointments/Emergency Call out / Drop in services/consultancy Support Guides, News and PR ISS Website Electronic Communications Printed Documentation IT usage Policies Liaison Liaison Contacts and Meetings New Student Orientations (through SS&D) Staff Induction (through HR) Research Staff inductions (through RIS) IT Skills Development IT Training Online Resources Project Management Implementation of project management methodologies and standards Programme management and coordination Risk Management

7 Project manager support Desktop and Software Services MS Office - Word, Excel, PowerPoint and Access (DCU equipment only) Student Computing Room - Windows Workstations Windows 7 Environment (VDI) Windows XP Environment Software Portfolio Student Computing Room - Mac Workstations Mac OS 10 Environment Software Portfolio Student Computing Room Multifunction Devices Printing (PC, Webprint) Scanning ( , USB) Photocopying Staff Windows Workstations Windows 7 Environment Windows XP Environment Anti-Virus Protection (McAffee) Automated Windows Updates (SMS) Full Disk Encryption for Laptops (Chargeable) Staff Mac Workstations Full Disk Encryption for Laptops (Chargeable) Hardware Support for Staff (DCU equipment only) Repair and Upgrade for Windows Devices (Under warranty only) Repair and Upgrade for Macintosh Devices (Under warranty only) Procurement Advice Site Licence Software Site-wide Licence Agreements Licence Management Server

8 Distribution of software Software Applications (Software catalogue on ISS website) Research Supports and Services High Performance Computing (HPC) Hosting and Storage Provision and Management for Researchers (ICHEC) Research management systems Learning and Teaching Spaces and Services Audio Visual Support for AV in Lecture Theatres and Seminar Rooms Audio Visual Installation Consultancy Services Video Conferencing (Polycom) Video Streaming (in conjunction with HEAnet) Display Screens (Xibo) E-Learning Synchronous Classrooms (Blackboard Collaborate) Virtual Learning Environment (Moodle) Plagiarism Checking (Turnitin) Networks & Telephony Wired Connectivity Network Equipment Installation Network Point Installation / Maintenance (Third party) IP Address Allocation Wireless Connectivity Wireless Access Points IP Address Allocation Eduroam Wireless Network Guest Wireless Network Telephony Services

9 Conference Phones Billing Services Voic Call Handling Extension Number Allocation Mobile Device Procurement Mobile Subscriber Account Management Procurement and Installation of Handsets (IP, digital and analogue) Data Network & Telephony Infrastructure Routing, Switching and PBX (Installation and Management) Wireless Network Management Fibre infrastructure Structured Cabling HEAnet Links Wide Area Links Resilient Links Web Proxy Firewall Management Website Management Services Web Infrastructure University Web Service ( Staff and Student Portal Page ( Search Engine Content Management System (Drupal, patches, modules and development) Authenticated Web Services Web content Content Management Drupal Publishing Support Training material and support Site Access Control Site design and consultancy Mobile provision of data e.g exam results. Development of front end application services e.g. timetable, classlist, module specification, prospectus online, academic structure.

10 Data Management and reporting Services Filestore Services Student Personal Filestore (H Drives) Staff Personal Filestore (H Drives) Shared Folders (L, X, N, V etc) File Transfer Service HEAnet Filesender FTP Proxy Services Provision of Information Oracle Business Intelligence (OBIEE) and Discoverer report writing services (MIS) Extract Transform and Load - Data transfer between systems e.g. ITS, PAC, CORE, Course Builder, library, student survey, timetable, moodle, CAO. Query and Analysis of data. Identity management.