State of Wisconsin. Output Management: LAN Print Services Roles and Responsibilities

Transcription

1 State of Wisconsin Output Management: LAN Print Services oles and esponsibilities

2 Document evision History Date Version Creator 02/11/ George Jensen Initial draft 03/10/ George Jensen Add agency administration items 06/16/ George Jensen Add Enhanced Monitoring Service 06/29/ George Jensen Added LPD Services request for mainframe print 07/03/ Tom unge Edited based on team meeting 07/07/ George Jensen Combined output device types and referenced Windows Server n 07/16/ George Jensen Edits 07/20/ Tom unge Edits 08/17/ Nan Linde Edits 09/14/ Dan Proud Final edit 01/17/ Bob oss Edits Basic Presentation Characteristics 01/18/ Bob oss Edits Introduction & Content Update 01/19/ Bob oss, Allan Henn Edits Content of Services Descriptions 01/26/ Bob oss, Allan Henn, Susan Lee Final Group eview & Approval

3 Introduction This document describes the roles and responsibilities as assigned to the DOA Division of Enterprise Technology (DET) Output Management Group. It pertains specifically to LAN-Based Print Management Services to which State of Wisconsin Agencies subscribe. These Services are in place to support Microsoft Windows Print Servers that drive output devices. An output device is generally a Printer of any type, but can also be a Copier, Plotter or Fax. Because of Microsoft Windows Server security restrictions, an Administrative account is required to perform various print server configuration functions. As a result, these functions cannot be delegated to any entity outside DET. For Windows server-related responsibilities, see Windows Server Core Administrative oles and esponsibilities. For descriptions of the many services offered by DET to State of Wisconsin Agencies, please see the IT Services Catalog ( Codes: C = Consulted about the activity = esponsible for the activity Service & esponsibility Matrix esponsibility esponsibility 1 Print Procure output device hardware 2 Print Decommission of output device 3 Print epair output device hardware 4 Print Update output device firmware and configuration 5 Print Update output device drivers C 1,2,3 6 Print Create Forms or Quick Set definitions C 1,2,3 7 Print Update output device drivers C 1,2,3 8 Print Escalate output device hardware issues to hardware vendor 9 Print Install output device drivers on server C 1,2,3 10 Network Configure output device network settings C 11 Monitoring Install and configure server monitoring software 12 Monitoring Install and configure disk monitoring software 13 Monitoring Install and configure server hardware monitoring software 14 Monitoring equest user ID to access Web eporting Tool to view performance metrics for monitored servers 1 3

4 esponsibility esponsibility 15 Print espond to output device hardware alerts and notifications 16 Print Troubleshoot output device driver issues C 1,2,3 18 Print Escalate output device driver issues to vendor 19 Print Configure scheduled definition queue tasks C 1,2,3 20 Print 21 Print 22 Print 23 Directory Services 24 Network estart the Microsoft print spooler and TCP/IP Print Server Create Queue/Delete Queue/ename Queue/ename Share name for/of output device Create/Modify/Delete output device Port definition once agencies have defined the printer hostname, and enabled and configured DHCP Maintain and modify initial Agency provided AD Domain Group with print queue administrator privileges For non-dhcp enabled output devices assign/provide static IP address to create port with 25 Print Output device hardware configuration 26 Print Install the output device and cabling for printer C 2,3 C 1,2,3 C 1,2,3 C C 27 Print Troubleshooting output device hardware and software problems including device drivers 28 Print Manage output device properties and preferences 29 Print Maintain and support output device microcode Print 32 Print 33 Print 34 Print Network Connecting the output device to the network Controlling the flow of print jobs involving the pause, resume, restart or cancel of the print jobs Troubleshoot and resolve output device driver application compatibility issues Manage output device queue configuration and settings estricting access to who can print to the actual output device by removing access by all to specific user or group accounts 35 Print Modify and maintain output device settings 36 Print Provide output device driver information 37 Print Maintain output device driver versions 38 Print Define supported output devices C 1,2,3 39 Directory Services Create the output device security group C 4

5 esponsibility esponsibility 40 Print Set the initial output device security group C 1,2,3 41 Applications 42 Print Installation or support for any applications which work with, communicate with an output device Any other output device functions not specifically mentioned as DET responsible 43 Print License costs associated with an output device 44 Print 45 Print Customization costs for output device imaging applications Paper, toner, ink cartridges and other output device supplies 46 Print Output device maintenance kits 47 Help Desk eport problem to Help Desk 48 Help Desk 49 Help Desk 50 Help Desk 51 Help Desk Determine whether a problem can be fixed using script during initial call with user reporting the problem Escalate the problem to the agency s secondlevel support Determine if problem can be fixed using standard troubleshooting techniques DET ESD escalates the problem to third-level support (DET OPS Output Management) C 52 Print Support of non-windows print services 53 Print Consulting on print configurations and architecture of print solutions C 1,2,3 Note How is this provided? 1 Agency submits a service request to the DET via the Operations Web site: 2 Agency-managed print servers are not included. 3 DOC performs this task through a DOC-owned delegated administration tool. DN performs this task for their Windows Print Servers. 4 The agency owning the Help Desk service is responsible for these actions. DET owns the Help Desk for DOA/SASI. 5