IT SERVICES. Service Catalogue

Transcription

1 IT SERVICES Service Catalogue Version 3 Authors: Nicola Cooke/Lee Mills Date: 19 th April 2016 Next Review Date: 19 th July 2016

2 Table of Contents 1. Help and Support Training and Development My IT Services Collaboration and Communication Teaching and Learning Research Computing Desktop and Software Services Business Services Technical Services IT Security and Governance

3 Contact Us To find information on how to access or to receive help and support for any of the services listed below please contact the IT Service Desk. IT Service Desk opening hours Telephone service, & web Monday - Thursday: 9am pm Friday: 9am - 5pm Web and queries can be submitted at any time but will be replied to only within normal phone service hours, or the following working day if sent outside of normal hours. Walk-in service, deliveries & collections Monday - Thursday: 9am pm Friday: 9am - 5pm Queries at the walk-in service are dealt in strict rotation; take a ticket from the dispenser in the Áras an Phiarsaigh (AAP) lobby and wait in the lobby until your number is displayed on the screens overhead. [email protected] (please ensure you fill in the 'Subject' for your ). Technical queries relating to the SITS service should be directed to [email protected] Phone: ext ( ) In Person: Ground Floor, Áras An Phiarsaigh Web Portal: (see how to log or check an enquiry at ask.tcd.ie) 2

4 1. Help and Support TUCG 1 IT Service Alerts Communications to Trinity staff & students informing them of IT service alerts, disruptions or outages via the IT Services web site & . TUCG 2 IT Information News and Developments Communications to Trinity staff & students informing them of IT service news & developments via the IT Services web site, and brochures. TUCG 3 IT Services website Management of the IT Services website, including review and update. Ensuring relevant information easily accessible and up-to-date for all users. TUCG 7 Proactive User engagement Running surveys for user feedback, management and scheduling of special events and workshops. TUCG 5 IT Services User Group Management of the formal user engagement process which operates via the IT Services User Group (formal subgroup which reports to the Library and Information Policy Committee). TUCG 6 IT Support Group Management of user engagement with the IT Support staff group, working with and informing IT Support staff from across Trinity of IT support items that may impact them and their users. TUCG 8 IT Services Printed Documentation Design and delivery of printed IT support material including posters, booklets and leaflets. SDK 1 Service Desk The IT Service Desk for all Trinity staff and students. Open business hours Monday to Friday (including lunch hour) and available via telephone, , web portal and walk-in for support of all IT services provisioned by IT Services. SDK 1 TCDconnect clinics The clinics to assist students connect to their own computers and mobile devices to the wired and wireless networks in the University SD 1 Service Delivery Communication with the stakeholders in the University community to gather requirements about services delivered by IT Services. Ensuring that services are defined in a user-focused Service Catalogue, with documented support agreements in place. 3

5 2. Training and Development TUCG 9 Training course design and development Design and development of training course material and resources for use in classroom, one- to-one deskside coaching sessions, demonstrations, workshops and online delivery. TUCG 11 Classroom based training Delivery of classroom, demonstration and workshop based training sessions TUCG 12 Online self-directed learning Delivery of online self-directed training TUCG 13 Deskside coaching Delivery of one-to-one deskside coaching and training TUCG 14 New student orientation Delivery of IT Services induction sessions during annual student orientation. TUCG 15 New staff orientation Delivery of IT services induction sessions for new staff members, bi-monthly 4

6 3. My IT Services IO 2 TCDconnect service (Wired and Wi-Fi) Student Network connectivity Automated selfservice 24/7 student device registration service on the campus for Wi-Fi network and residential wired network. ICT 11/ICT 18 Print, scan, copy Services Print, photocopy and scanning service to enable students to produce hard copy for paper submission, photocopying and scanning. Service currently a managed service, provided by an external vendor (Datapac) Print Anywhere service is available whether you are in Trinity or not, it is possible to send a job to any of the Datapac printers in the Libraries and IT Services computer rooms, both on and off campus. IO 3 Internet access and eduroam General internet connectivity and access to internet resources for all staff, students, researchers and guests of the University. IO 3 Remote access (VPN) Secure, remote access to the University Network for Trinity Staff. EA 1 Trinity Computer Account The Trinity user community comprises of approximately 17,000 students and 3,000 staff. It is essential that access for these users to systems and services is managed effectively in order for the University to function. This is done by means of Identity Management, which is the assignment of rights and access privileges for each user s username and password to allow access to the Trinity s IT systems and services. 5

7 IO 11 Personal file storage This service is provided by a number of IT systems including central storage on Trinity s network storage devices, GET&PUT folders, MyZone Drive (student storage) and OneDrive which offers cloud storage of 1TB as part of Office 365ProPlus. BAS 7 Online directory People Finder is available via the web for searching staff contact details and research profiles. IO 1/IO 14 TCD Mobile App Staff Wi-Fi connectivity for Mobile devices via selfservice app for ios and Android operating systems. IO 14 Google Apps Google Apps Education Edition for Trinity, allows specific access to a range of Google Apps via MyZone for students. SDK 2 PC and Software Purchasing schemes and advice Offering advice and assistance with the purchasing of PCs and software for staff and students, also offering procurement deals to ensure value for money. IO 6 Password Management Trinity Computer Account password reset and unlock facility for Trinity staff and students who have registered for this service. Password Recovery service is also available for students. RIT 10 Trinity ID App The Trinity ID mobile device app is a pilot service available to Trinity students. This digital version of your physical Trinity ID card can be used with a select group of services in Trinity as part of the pilot. The app has been developed as a collaboration between the Students Union, School of Computer Science and Statistics and IT Services. 6

8 4. Collaboration and Communication IO 7 service for Staff Microsoft platform based and calendaring services for Trinity Staff IO 7 Service for Students Student services, Google platform called MyZone. Allows for unlimited space to store , data files and shared calendars. IO 7/BAS 2 Mailing lists Mailing lists for Trinity Academic and Administrative Departments and Faculties. Trinity mailing lists are populated with staff and student addresses and updated each night to provide the ability to send s to a number of staff or students by using a single address. Private mailing lists are also available to allow the creation of individually-owned mailing lists. IO 7 SPAM Protection filtering service to prevent the delivery of SPAM to Trinity staff and students. IO 7 Office 365 ProPlus Microsoft Cloud hosted services that provides MS Office applications, and calendaring (for Trinity Staff) and personal storage services. Provides staff and students 1TB of cloud storage and the ability to install Microsoft Office 365 ProPlus and apps on up to five devices. ICT 9/BAS 16 Telephone service Additions, moves, changes and repairs for the telephone service for 3,500 desk extensions, 450 mobile phones, lift and emergency lines. TL 11 Video Conferencing Video Conferencing facilities are available in Room 3129, Arts Building. The system comprises of a Polycom HDX7000, two 52" plasma screens, document camera, and a PC. The GDS Number is IO 10 Social Media (Blogging service) Blogs.tcd.ie is an in-house blogging service offered to staff. 7

9 5. Teaching and Learning TL 19 Virtual Learning Environment (VLE) (Blackboard) Support for access to the Virtual Learning Environment (VLE) - BlackBoard. ICT 12/ TL 12 Podcasting Provision of a lecture capture facility in specified lecture theatres and seminar rooms. Training on how to use the system is available for Trinity staff ICT 19 Audio Visual Services in Senior Lecturer Area Teaching Rooms Support, including demonstration on how to use the equipment, is available for the Audio Visual equipment in pool teaching rooms across the University, Daily equipment checks are undertaken to ensure the services are operational and any issues will be escalated and fixed as per our service agreement with our external maintenance supplier. ICT 12/ TL 8 Audio Visual in School-owned Teaching Rooms Advice and guidance for Audio Visual installations in non-senior Lecturer Area rooms and assistance when necessary to liaise with the external maintenance supplier if support issues arise with an installation. 8

10 TL 7/ITC 12 IT Services Computer Rooms 26 computer rooms are located across campus, with both PC and Mac, computers available for teaching and learning. There are also stand-up stations around campus for students to access between lectures. TL 13 Photographic services Photography services include portraits, copy stand imaging, fine art photography and the creation and maintenance of an archive of images of Trinity. TL 10 Video Classroom Video recording facility consisting of a four camera classroom studio with separate control room, in Room 3131, Arts Building. A separate playback system is also provided. The equipment in this room facilitates video editing and both disc and podcast recordings. TL 14 Video Production The video production service films staged video productions which take place in either the Trinity TV studio, which is based in the Arts building, or on campus. Providing broadcast quality video of the highest standard using modern digital equipment and filmed by a cameraman with over thirty years experience. TL 15 Audio Production Audio processing facility for the recording of teaching & research materials in an Audio Recording Studio. TL 17 Off Air Recording Off air recording of TV programmes, transfer of the material to DVD and general help and advice on video related issues. SDK 3 Group Study Room A group study room is available to registered students who wish to work together on projects and assignments and is located on the ground floor in 200 Pearse Street TUCG 20 Optical Mark Reader The Optical Mark Reader (OMR) is a facility for the automated processing of the results of multiple choice questionnaire (MCQ) forms. The OMR software can read the candidates' responses on the answer sheets and convert them into an electronic format, allowing for the statistical analysis of the responses or further processing in a package such as Excel. TL 20 Media Hosting & Sharing These services are HEAnet shared services that provide facilities for hosting online video content that can then be embedded into any website by using Flash. The service supports transcoding of multiple video formats. The National Digital Learning Resources (NDLR) is an Irish higher education sectorial initiative, to enable the sharing of digital learning content and associated teaching experience across Universities, Institutes of Technologies and associated Colleges funded by the HEA. 9

11 6. Research Computing RIT 2 Compute Services Large scale High Performance Computing clusters for use by Trinity researchers and their external collaborators. RIT 3 Storage Services Data storage associated with the High Performance Computing clusters, as well as specific storage platforms for research institutes and projects. RIT 4 Visualization Services Development of 3D visualization tools for scientific data and provision of a 3D Vizualization room in Lloyd Institute. RIT 5 Hosting Services Hosting service for IT equipment in Lloyd and Green Data Centres in Trinity. Service Level Agreements are in place for specific users of this service (TCIN, Genetics, Library, and TRI). RIT 6 Code Development Development of software tools and platforms for research groups. Both numerical codes for running on High Performance Computing clusters and web based applications for data management and preservation. RIT 7 Lecturing and Training Development and delivery of credit bearing modules in MSc in High Performance Computing and MSc in Finance. Development and delivery of non-credit bearing modules in software engineering, Linux use, workflows and scientific application use. RIT 8 Research Support General support of researchers using complex IT systems and tools to further their research available via , phone and monthly workshops. Assistance is also specifically provided to help in the writing of grant applications to external funding agencies. RIT 11 Inteum (Patent System) Inteum is the University s patent management system and is managed on behalf of Trinity Research and Innovation. RIT 12 Bespoke consultancy and development Work with SMEs and Multinationals on a charged basis to develop applications, write reports, and undertake data mining and analysis and code optimization. RIT 8 RSS The Research Support System (RSS) is a web-based information system, which incorporates an expertise database. The system was built in-house by IT Services, and allows members of academic staff to input and update information on their academic interests and research expertise and publications. 10

12 7. Desktop and Software Services VM 1 Teaching Software The Software Catalogue and related pages provide information to staff and students about the centrally licenced software for Trinity College staff and students and how this software is accessed in IT Services computer rooms or available for download and installation on PCs or Macs. SDK 1 Desktop and Laptop PC Installation Trinity Desktop image (Operating System, Anti-Virus software, Patching and Update software and MS Office) is maintained and available for install on all newly purchased Desktop and Laptop PCs which are bought via the approved Procurement Office supplier to the University. SDK 1 PC Lifecycle and disposal advice Guidance on Operating System upgrades and secure destruction of University data held on IT equipment or other media SDK 1 Desktop Application Support via the IT Services Desk to diagnose, troubleshoot and resolve problems for desktop operating systems and software applications SDK 2 PC Maintenance Trinity owned IT equipment is covered under warranty by the original equipment supplier and IT Service Desk can help with problem diagnosis and guidance on how to contact the supplier. An on-site shop (Click.ie) provides a repair centre for staff and students personally owned equipment. SDK 1 IT Purchasing Advice In order to comply with Trinity procurement policy, staff should be aware that all Trinity-funded computers must be purchased from the Trinityappointed hardware suppliers. This ensures that the Trinity obtains the most competitive pricing and value for money as well as allowing for IT support efficiencies and tailored solutions to meet the majority of Trinity staff requirements. 11

13 8. Business Services PO 3 Project Management & Consultancy Project management for IT projects and project management consultancy. Management of all IT Projects as a single programme of work including new Projects for Trinity and on-going development and enhancement Projects supporting the University s Strategic business goals. Ensuring that all stakeholders have up-to-date, accurate information on Project requests and Project status. Preparation of status reports on the programme of IT Projects including new Projects for Trinity and ongoing development and enhancement Projects. Reporting on project status, progress, significant project anomalies (time, cost, scope, quality, resources). PO 5 IT Quality Assurance Recommend quality assurance reviews of projects, processes, deliverables and assist, where required, in the conduct of such QA activities. IO 1 Guest Wi-Fi This allows visiting, short-term, authorised Trinity guests to connect their personal computer or device to the internet via the Trinity Wi-Fi network. PO 8 Project Request Review and Evaluation The IT Services Projects Office assists clients with the development of their Project proposals and Business cases to ensure alignment with Trinity strategy and to identify IT Project costs and benefits. BAS 57 Business Application Support Our business services provide the IT management for the systems needed to keep Trinity working effectively, from major systems in areas such as HR, Student Administration, Timetabling, Estates and Facilities to Alumni and Sports. IT Services also provide data management, warehousing, validation, report writing and data analytics services. BAS 58 Application Development & Integration We have expertise in a number of development tools and offer bespoke development in products such as.net, SharePoint and Oracle Tools. We develop and manage interfaces to connecting Trinity's enterprise applications BI 1 Reporting Services Supporting Trinity's business functions by supplying timely and accurate reporting IO 18 FileSender FileSender is a web-based application, usable by both staff and students, provided by HEAnet that allows authenticated users to securely and easily send large files to other users, including those external to Trinity. Recipients do not have to be affiliated with Trinity in any way. 12

14 9. Technical Services IO 1 Wi-Fi Service Wi-Fi connectivity for staff, students, guests, Science Gallery, including eduroam and Firststeps ICT 2 Wired Network Service Wired Network connectivity for staff and research students in University Offices and Laboratories IO 6 Identity and authentication services including EduGate. Network and application user login services, privileges and account provisioning. The EduGate federation involves several Irish higher education institutions that have agreed upon a standard method of sharing information about users, in order to enable easy access to certain services with their existing login credentials. IO 8 Web infrastructure and publishing support Maintaining and supporting the Trinity web environment and associated infrastructure. IO 10/IO 11 Server operating and system provision and administration Provision of Windows and Linux server environments. Management and administration of the server environments. Database Administration and management IO 10 Virtual and physical server hosting Virtual and physical Windows and Linux servers and management and administration of server hosting and storage equipment and infrastructure hosted in Trinity Data Centres. IO 11 Hosting and storage design and provision Infrastructure and system integration consultancy and design. Provision of storage, servers and database solutions. ICT 21/ICT 14 Digital Signage IT Services can provide initial consultancy and hardware advice with regards to purchasing and installing digital signage equipment. However, training and on-going support must be arranged with the supplier at the time of purchase. Content provision is the responsibility of the Area purchasing the equipment. 13

15 10. IT Security and Governance ITS 1 IT Security incident management Co-ordinating, managing and reporting on the response to IT Security incidents involving University network, staff, computers or data. Incidents may include but are not limited to data disclosures, account compromises and malware. ITS 2 IT Security general consultancy Specialist information to staff and students on the security of information systems, data and devices. ITS 3 IT Security review Review of information systems or devices against best practice international standards with advice on any technical or procedural improvements which may be required. ITS 5 Business continuity planning Specialist consultancy on how to produce best practice business continuity plans for an information system or a business unit. A business continuity plan is a plan to continue operations in the aftermath of a disaster for example flood or fire. 14