Service Catalog. Office of Information Technology Lenoir-Rhyne University

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1 Service Catalog Office of Information Technology Lenoir-Rhyne University Updated July 28, 2014

2 Service Catalog Communication and Collaboration Campus Cable Television Service Campus Telephone Service (Nortel, POTS, VoIP) (Microsoft Exchange) Instant Messaging (Microsoft Lync) Voic Wireless telephone service (cellular) Support and Engagement Computer Hardware and Software Standards Computer Repair Copiers On-Site Support Residential Support Infrastructure Services Campus Wireless Wi-Fi Connection Central Server Logging Communications Port (Wall Face Plate) Installation Ducts, Cabling and Cable Terminations File Storage (H: Drive) Hosting (Physical Servers and VMWare Virtual Servers) Virtual Private Networking (VPN) Management Wired Network (Data) Connection Instructional Technology Classroom Technology Student Computing Labs WebEx Videoconference Services Security Antivirus Software Enterprise Information Security Threat Management and Incident Response Firewall Management Service Vulnerability Scanning Service Training Training

3 Communication and Collaboration Transport, data, and voice communication channels provided by OIT that connect the campus internally and also to the outside world.

4 Campus Cable Television Service The campus cable TV service delivers over 100 channels of standard definition and HDTV programming channels within the L-R Hickory campus, including all residence halls. In-service support and new service provisioning: Monday through Friday Normal University working hours (excluding observed holidays) All L-R Hickory resident students, faculty and staff Responsibilities must submit a SNOW ticket. Cable television service does not include TV set. This service is provided free-of-charge to all resident students, faculty and staff. However, a cabling fee may be incurred if there is not a cable television connection in the requested location.

5 Campus Telephone Service (Nortel, POTS, VoIP) This service is for a traditional phone connection (POTS = Plain Old Telephone System) or a VoIP phone connection, if available. OIT manages the assigning of numbers and the enabling or disabling of a functional phone line, assuming there is usable copper cable from the building telecom closet/s to the end user location. The VoIP connection is slightly different from the traditional phone. In-service support and new service provisioning: Monday through Friday Normal University working hours (excluding observed holidays) All L-R resident students, faculty and staff Responsibilities must submit a SNOW ticket with an approved funding source, along with the specific room/wall/desk location where service is required. This service is provided free-of-charge to all resident students, faculty and staff. However, a cabling fee may be incurred if there is not a connection in the requested location.

6 (Microsoft Exchange) OIT offers Microsoft Exchange messaging service including , calendaring, and task management. This resilient system allows OIT to offer a highly available service to meet the needs of the University. Microsoft Outlook is the preferred client on Windows platforms. The IMAP protocol is also supported so that clients such as Thunderbird can be used as well. Mac OSX 10.6 (Snow Leopard) enables native support for Exchange in ical and MacMail. Entourage and IMAP clients are also supported on Mac. A rich webmail client in Outlook Web Access (OWA) is provided for Internet Explorer, Firefox and Chrome. Backup and Recovery - limited backups are available to the end user via a self-service restore tool provided in the Outlook Web Access client. Quotas/Limits - A personal mailbox quota of at least 500 MB is in effect, based on the user s role and needs. A total single-message size limitation of 10MB is also in place. Shared mailboxes are offered for departments or other group and calendaring needs. Resource/Room mailboxes provide an easy way to schedule the use of items; projectors, equipment, vehicles, rooms etc. Distribution lists provide a lightweight mailing list feature to send to many recipients with one address. Mobile device support for Android and ios devices. This service is available 24x7. Faculty, staff and certain professional students by departmental request Responsibilities is responsible for mailbox management, distribution list management, and adherence to the L-R Network Acceptable Use Policy. This service is provided free-of-charge to all faculty and staff and to certain professional students by departmental request

7 Instant Messaging (Microsoft Lync) OIT offers this rich real-time communications service to the University, providing rich Integration into the Microsoft Office Suite, including the following services within the L-R network: Instant Messaging Availability Service (Presence) Desktop Sharing Video Conference 24X7 All L-R faculty and staff Responsibilities is responsible adherence to the L-R Network Acceptable Use Policy Server and client costs are covered by OIT, making it available free to all customers

8 Voic Voic is a computerized method of storing recorded messages on your telephone line. The most commonly used feature is call answering. Call answering occurs when a telephone line is programmed to forward to your voic box when the line is busy or unanswered. In-service support and new service provisioning: Monday through Friday Normal University working hours (excluding observed holidays) All L-R resident students, faculty and staff Responsibilities must submit a SNOW ticket This service is provided free-of-charge to all resident students, faculty and staff who have an L-R telephone line

9 Wireless telephone service (cellular) L-R contracts with Verizon for service for cell phones and cellular internet access points. In-service and new service provisioning: Monday through Friday Normal University working hours (excluding observed holidays) All L-R faculty and staff, provided departmental approval Responsibilities Abide by all applicable University and Verizon policies and procedures Cellular service is charged at current vendor cost. There is no cost for OIT support of the service or devices.

10 Support and Engagement The mission of the Office of Information Technology is to provide the Lenoir-Rhyne University community with the leadership, guidance, service and support needed to achieve the University's goals. OIT will accomplish this by providing secure and reliable systems and ensuring that community members have easy access to information as well as the procurement of computer hardware and software to assist them in more efficient operations.

11 Computer Hardware and Software Standards L-R has specific hardware and software standards that have been tested to verify they are compatible with our infrastructure and accompanying systems. Faculty, staff and students can use these standards as a guide when making both University and personal purchasing decisions. In addition, OIT personnel are available to consult with faculty, staff and students regarding appropriate hardware and software for specific needs. Computer hardware and software standards can be found online at the OIT web site. OIT staff are available Monday through Friday during normal University working hours (excluding observed holidays) All L-R students, faculty and staff Responsibilities If possible, document the hardware and/or software needs to be addressed This service is provided free-of-charge to all faculty, staff and students

12 Computer Repair This service is provided through the management and operation of our convenient on-campus office which provides authorized repair services for Dell computers. For faculty and staff, the OIT personnel will go on-site to repair equipment. OIT staff are available Monday through Friday during normal University working hours (excluding observed holidays) All faculty and staff with supported equipment Responsibilities If possible, document the hardware and/or software problems being experienced This service is provided free-of-charge to all faculty and staff

13 Copiers The multi-function devices with the capabilities of printing, copying, scanning and faxing are offered to academic and administrative departments. This is a centrally billed service provided via a contract with a local vendor. This service is available to customers 24 x 7 All L-R faculty and staff Responsibilities s must provide a budget code to which the copiers will be charged, power and a network connection for the device A department is charged based upon the monthly usage for black/white and color copies. Additional monthly charges can apply for upgrades to the speed of a machine

14 On-Site Support OIT is committed to the goal of providing professional, informed, courteous, customer-focused IT services, in person at the customer's work location. This service is provided directly to the customer within the customer s offices and buildings. OIT staff are dispatched to the given customer site to perform their work. Requests for support services are received and processed at the Central Help Desk at x7350 or , and requests for service are tracked through SNOW tickets. These services are provided during regular work hours, 8 a.m. to 5 p.m., Monday through Friday. The primary focus of the on-site support service is to support the customer s business functions, and to provide support services to the customer s University-provided computer and campus data network infrastructure. Our goal is to provide quality support services. We provide support for all campus-standard office applications, and we will provide best-effort support of most non-campus standard systems. Please note we do not provide direct application support for any applications other than the campus-standard suite of office automation applications. OIT has application services groups that are in place specifically to provide support of business-specific applications. We gladly refer customer departments to these other OIT service areas as needed and where appropriate. We provide services for University-provided assets in the following areas: Desktop Computer Services: Desktop and laptop hardware installation Desktop and laptop hardware management, inventory, and maintenance Desktop and laptop hardware troubleshooting Software Services: Software installation Software management, inventory, and maintenance Software troubleshooting focused on quality of installation Minimal applications software support Triage of software troubleshooting with other OIT service groups Business Function Services: General consultation regarding campus-standard equipment Periodic reports on status of systems OIT communication and information Advice and counsel as requested, required and appropriate Direct access to other OIT and campus centralized resources Network Infrastructure Support: Connectivity to OIT services site network connectivity site liaison services with internal departments and external vendors 8 a.m. to 5 p.m. Monday through Friday, with additional services available beyond normal working hours through prior arrangement with staff and OIT management Any department on campus who wishes to utilize the service may use our services

15 Responsibilities We ask each customer site to designate a staff person to be our primary contact person, referred to as the Point of Contact. The Point of Contact (POC) is a way for the OIT staff delivering the services to the s site to be aware of the appropriate tasks and priorities that need to be addressed for the. The should identify a person, a committee or a group of staff from within the s Dept. to serve as the primary contact point and source of communication for the OIT staff on behalf of the. Our goal is to make sure that our On Site Support staff is aware of the tasks that need to be addressed, and that the tasks are in the order of priority that best satisfies the s overall business goals and objectives. This service is provided free-of-charge to all departments, faculty and staff

16 Residential Support OIT provides the following services to students living in the L-R residence halls: Wireless Internet Access Wired Internet Ports Cable Television Telephone Service with Voic 8 a.m. to 5 p.m. Monday through Friday, with additional services available beyond normal working hours through prior arrangement with staff and OIT management Any student living in a campus residence hall Responsibilities Contact the Help Desk to request support service This service is provided free-of-charge to all students living in a campus residence hall

17 Infrastructure Services Provides the foundation for IT activities that OIT Services are built upon and delivered to the L-R community

18 Campus Wireless Wi-Fi Connection Installation and activation of a Wi-Fi access point (AP) and the associated cabling and system integration. In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays All L-R students, faculty and staff using locations that are locally connected to the L-R network Responsibilities must submit a SNOW ticket with the specific building and room location(s) where service is required This service is provided free-of-charge to all, except in the case of renovations, new construction and other special circumstances

19 Central Server Logging Enterprise Systems provides a load-balanced centralized logging and log indexing and searching service. The system currently consists of syslog servers collecting for Splunk indexing. This service is available 24x7. This is a load-balanced service. Maintenance is generally done by taking a server out of the pool to work on it, and returning it when maintenance is complete. If maintenance is needed across all hosts in the pool then the change is rolled through the servers without taking down the service. If maintenance can't be accomplished as above, then it will generally be in the standard OIT maintenance windows. Setup and configuration support Monday to Friday, 8 a.m. to 5 p.m. OIT Responsibilities This is an OIT only service. This service is provided free-of-charge

20 Communications Port (Wall Face Plate) Installation This service includes the cabling and connections from the closest applicable telecom closet to the customer s requested faceplate outlet location and includes connections for data, voice and cable television. In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays All L-R resident students, faculty and staff Responsibilities must submit a SNOW ticket with the specific room/wall/desk location where service is required pays one-time costs of installation based on labor and cost of materials

21 Ducts, Cabling and Cable Terminations These services are to install and terminate either fiber or copper cables within a building or other location per a request of a customer that cannot be satisfied by the current copper or fiber infrastructure or would impinge upon the reserves OIT maintains for emergency use. Install fiber cables Single-mode fiber Multi-mode fiber Install copper cables (Ethernet) Terminate copper cables (data) Terminate copper cables (telephony, outsourced to carrier) Building to building on campus Terminate fibers and install patch cable boxes Off campus building to campus network Coordinate and engineer cabling In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays All L-R faculty, staff and students Responsibilities must submit a SNOW ticket with the specific location where service is required This service is provided free-of-charge

22 File Storage (H: Drive) OIT offers a free file storage solution for the campus. The service is implemented via your Home Directory, or H: Drive. The H: Drive is hosted by OIT and spans several physical file servers, providing data integrity and resiliency. This service is available 24x7 All L-R Faculty, staff and departments Responsibilities Because file storage is a finite commodity, customers should be diligent in deleting unnecessary and duplicate files This service is provided free-of-charge

23 Hosting (Physical Servers and VMWare Virtual Servers) OIT provides free hosting and maintenance of the servers after the initial purchase via departmental or University funds This service is available 24x7 Faculty, Staff, and certain professional students by departmental request Responsibilities is responsible for physical server life-cycle, applications support, end-user support, licensing and adherence to the L-R Network Acceptable Use Policy

24 Virtual Private Networking (VPN) Management Virtual Private Networking (VPN) is supported for connections that enter and leave the L-R network into a non-l-r system network (configuration of point-to-point connections from off campus). This service provides the end user an encrypted link from the off-site location to the VPN server on campus. A more detailed description of the VPN service can be found in the VPN Policy at In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays Faculty, Staff, and certain professional students by departmental request Responsibilities must submit a SNOW ticket with specific VPN requirements. This service is provided free-of-charge

25 Wired Network (Data) Connection Activate an existing data jack or provide a new on-campus or off-campus wired connection to enable access to the campus data network. Service may require new cable and added electronics as part of the setup costs. In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays All L-R faculty and staff Responsibilities must submit a SNOW ticket with an approved funding source, along with the specific room/wall/desk location where service is required and bandwidth requirements. There is no port activation cost, however, customer pays one-time cost for wiring installation if necessary, based on cost of materials and labor

26 Instructional Technology Providing faculty, staff and students knowledge, skills, and tools to use information technology to promote life-long learning.

27 Classroom Technology L-R provides varying levels of classroom technology in each classroom. The classroom technology can include projectors, audio, DVD playback, SMART boards, and distance learning capability (with cameras, microphones and conference telephones). This service is available to customers 24 x 7 All L-R faculty and staff Responsibilities Do not change the configuration or settings of the classroom equipment. Contact the OIT Service Desk to report problems or request assistance. If assistance is needed during class, then the faculty member can call our Classroom Emergency Hotline at for immediate assistance This service is provided free-of-charge

28 Student Computing Labs OIT provides support for multiple centrally-located student computing labs. The Student Computing Labs provide computers, course-specific academic software, general education software and printing. OIT also offers access to a virtual lab environment. Lab schedules are available on the OIT web site All L-R students Responsibilities Adhere to related University and ITS Security policies and procedures This service is provided free-of-charge

29 WebEx Videoconference Services OIT provides WebEx video conferencing services for rooms that have streaming video capability. Support for this service includes: Scheduling of event Working with near- and far-site faculty and staff Testing of site destination Maintaining video conference equipment On-site during video conference event for troubleshooting 8 a.m. to 5 p.m. Monday through Friday, with additional services available beyond normal working hours through prior arrangement with staff and OIT management All L-R faculty and staff Responsibilities Provide at least 72 hours notice This service is provided free-of-charge

30 Security Ensures that Information Security across the University is consistent with industry best practices and the University s compliance obligations.

31 Antivirus Software AVG is the current recommended Antivirus/Malware application for University-owned computers. This application allows for Managed and Non-Managed client installations on Windows, MAC devices. The University recommends Microsoft Security Essentials for personal Windows based computers. This service is available to customers 24 x 7, excluding planned outages, maintenance windows and unavoidable events. In addition to the Standard OIT Maintenance Windows, site-specific and servicespecific changes may be coordinated with customers at non-standard times. All L-R campuses Responsibilities Contact the OIT Service Desk to report problems or request assistance. This service is provided free-of-charge

32 Enterprise Information Security Threat Management and Incident Response Information Security Threat Management and Incident Response services are offered by OIT to help campus departments to safeguard sensitive data, to meet the requirements of the security standards legislation, N.C.G.S through , and other legal and regulatory requirements. Benefits to the campus include the following: Integration of the OIT and departmental level cyber security incident plans An informed approach to threat management An increased understanding and awareness of information security vulnerabilities that, in turn, improves the overall security posture of the campus. Services include the following: Threat Management Notice provided to appropriate agency staff, security liaisons, and members of the security distribution list concerning new viruses, worms, and other threats to the health of the L-R network Notice provided to information security liaisons and members of the security distribution list concerning vulnerabilities in widely deployed operating systems and applications Coordination of governmental security operations throughout the State and nation Cyber incident management and forensic support activities Campus-wide cyber security incident response plan Integration of departmental incident plans with the OIT incident plan Security Consulting o Assist departments with analysis, resolution, and maintenance of information technology security risks, threats, vulnerabilities, and protection requirements o Provide consultation in response to audit and/or security assessment findings o Review campus incident management plans Security Training o Train and assist the campus with development and maintenance of departmental incident management plans o Provide incident management plan response training In-service support and new service provisioning: Monday through Friday Normal University working hours excluding observed holidays. On-call staffing is available for emergencies and after hours scheduled work. All L-R campuses Responsibilities Follow appropriate incident reporting procedures for cyber incidents Identify critical business systems and applications

33 Implement data classification and handling measures based on legal and regulatory requirements Provide emergency contact information for key agency personnel who may be needed during a cyber-security incident Be aware of and comply with the campus security standards, policies, and procedures as well as OIT policies for OIT services such as and network Be available to provide critical information to assist in the resolution of reported incidents Appoint qualified staff to support information security measures Assess and manage agency information security risk Define and implement appropriate departmental security policies, standards and procedures Provide appropriate security training to campus staff Define and implement campus security incident policies, standards and procedures Integrate departmental internal information security incident plans with the OIT security incident plan Provide internal campus security incident response oversight This service is provided free-of-charge

34 Firewall Management Service OIT provides several layers of firewall protection for the L-R network. These firewalls extend from the edge of the L-R point-of-access to the internet, through each of the servers and other infrastructure devices connected to the network and down to each desktop and laptop computer. This service is available to customers 24 x 7 All L-R campuses Responsibilities Do not change the configuration or settings of the desktop or laptop firewall. Contact the OIT Service Desk to report problems or request assistance This service is provided free-of-charge

35 Vulnerability Scanning Service Ellucian provides vulnerability scanning services for critical systems or systems hosting sensitive data. OIT coordinates access to the Ellucian scanners and allocates licenses and user accounts to designated business units where there is a demonstrated need for vulnerability scanning services. Service implementation and support include the following: Consultation regarding service options and configurations that best fit the customer's needs A fully managed service Configuration and support of hardware and software components 24 x 7 technical support, including centralized monitoring and management via the OIT Service Desk Service components include hardware and software components required to provide the Ellucian vulnerability scanning service. This service is available to customers 24 x 7. Scans are conducted monthly and remediation of vulnerabilities occurs regularly throughout the month All L-R campuses Responsibilities OIT is the customer This service is provided free-of-charge

36 Training OIT delivers on-line and in-person training related to a number of OIT delivered or supported services.

37 Training OIT offers various types of training. These trainings range from structured classes to just-in-time training online and in-person. In addition to regularly scheduled training on frequently requested topics, OIT is available to provide specialized training upon request. All current training offerings can be found on the OIT web site. Most training offerings occur Monday through Friday during normal University working hours excluding observed holidays. However, training can be scheduled outside these hours, if needed All L-R faculty and staff Responsibilities must submit a SNOW ticket with basic information, including type of training requested, training topic and requested training dates This service is provided free-of-charge