VVC Technology & Information Resources Catalog of Services

Transcription

1 1. Information Technology a. Accounts i. Account Management (1) Credential Management (a) Your IT Department manages system credentials on all systems excepting Financial 2000, SnowWhite, Charming and Datatel/Webadvisor. System credentials are managed through Edirectory by Novell, Inc with very few exceptions. (b) Credentials for all Systems must be requested by a Dean or Department Head. No generic accounts will be assigned for staff or faculty of VVC. Generic Accounts are limited to instructional computer labs and are limited to the physical location of that lab. (c) Single Sign on using one set of credentials for all systems is in the plans at VVC for the future. (d) Policy (i) Employee accounts will be closed when the employee separates from the campus. The employee's supervisor may contact the IT Department to request an extension or re-enabling of the account if there is a business need for the account to remain open. (ii) Faculty accounts will remain active for 90 days beyond their separation date. The department may contact the IT Department to request an extension of the account. Faculty will retain their faculty affiliation for 90 days (a.k.a. one quarter) prior to an appointment and for 90 days after an appointment ends. (iii)student Accounts at the present time are limited to student workers only. There are plans to award accounts to students in the future at a more universal level. (2) System Rights (a) A default set of system rights to shared network resources is awarded upon creation of account. Additional rights and resources can be granted as business needs allow. (3) Principle Of Least Privilege will be followed in all instances when possible. (a) Definition Every program and every user of the system should operate using the least set of privileges necessary to complete the job. ii. System Availability. (1) All systems at VVC are expected to be available 24 hours a day, 7 days a week. System Maintenance will be scheduled and be announced to all users by the VVC system at least 1 week in advance. b. Directory Services Page 1 of 9

2 i. Edirectory Novell s Edirectory is used for access privileges at VVC. It also populates a variety of user directories including the GroupWise address book. ii. Eguide Eguide is VVC s directory of people, departments and their information so that the community at large may contact any staff member or department. c. Business Systems i. Application Advisory Services (1) IT staff are happy to help Faculty and Staff satisfy business application needs. We have many years of experience with selecting software and are happy to help you with your application selection. In limited cases, there may already be software licensed for your need, saving you and the District money. ii. System Selection (1) IT staff can help you at any time with purchasing of computer hardware. This guarantees the hardware you buy will work seamlessly with campus systems. iii. Application Management Support (1) As we support the underlying technical infrastructure for campus business and education systems, we are the most qualified to provide Application Management Support. Application management includes a full array of support activities including application installation, maintenance and upgrades, as well as hosting, security, backup, recovery, and technical support. Application support services include consolidation of related applications to provide better overall functionality and offering user support and training in business systems function. iv. Business System Printing (1) Before printing to a new printer from campus systems, the printer must be registered and configured properly. We provide you with support for all your printer needs. d. , Calendar and Collaboration i. Novell GroupWise Collaboration and Productivity Suite (1) Desktop Client (a) GroupWise client is currently supported on Windows XP, Windows Vista, Apple OSX and various flavors of Linux. (2) Web Client Groupwise can also be checked using GroupWise Webaccess for most web browser. Groupwise password is required. (3) Groupwise Mobile Server (a) Wireless support for most Windows Mobile and Palm devices is available for GroupWise. An unlimited data connection is recommended. (4) BlackBerry Enterprise Server (a) Support for RIM Blackberry is coming soon! (5) Iphone (a) Support for Apple Iphone is coming soon! (6) POP3 IMAP SMTP services Page 2 of 9

3 (a) Support for 3 rd party off-campus clients requires security considerations, including password complexity requirements that we are currently addressing. We plan on offering this service when the concerns can be adequately addressed. ii. M+ Extranet Service (1) Web-Based Calendaring (a) A variety of Web-based calendaring tools, including resource scheduling is available. (2) Easy blog Interface (a) Individuals can easily publish their own blog through the Groupwise Client. (3) Complete Integration with GroupWise (a) Your GroupWise credentials work in M+Extranet, all services can be managed from within GroupWise Client or GroupWise Webaccess. (4) Podcasting (a) Services are available to podcast content. (5) Public Document Folder Sharing (a) You can share documents with the public easily. (6) ical cross-platform calendaring support. (a) Appointments can be shared to almost any calendaring application. (7) RSS Feeds (a) Custom and Campus RSS Feeds are available, easily published by any user. iii. Teaming and Conferencing (1) Teaming (a) Complete collaboration for teams of all types. Document sharing, discussion forums and scheduling for teams. (2) Conferencing (Beta) (a) Complete telepresence and desktop sharing service (coming soon) iv. Student (1) Google Apps for Education (In Beta) e. Data Center and Servers i. Server Hosting (1) Hosting of approved services and network devices in modern Network Operations Center ii. Server Backup and Recovery (1) Managed servers are backed up daily to tape iii. Server Configuration Services (1) Custom builds of servers are available, or hosting you data on a district server iv. Server and Service Monitoring (1) We monitor all servers and services with Adrem Netcrunch v. Data Storage Services Page 3 of 9

4 (1) We host most departmental data on a Novell High Availability Cluster (5 Nodes) vi. Shared Server Resources (1) Most servers have capacity for additional services for departmental or district use. vii. Virtual Server Hosting (coming soon) (1) We plan on affording the opportunity for departments to have their own dedicated virtual server, hosted on either VMware ESX or Xen. f. Desktop Support i. Standard Desktop Support (1) Eligibility (a) Computer is District Property, not personally owned (b) IT Staff must have full access (c) IT Staff must be able to reimage the computer (All proprietary software must be available) (d) In order to be eligible for desktop support, the device must be an approved configuration, including hardware and operating system. (e) Remote Support must be an option (2) Getting Help (a) HELP DESK # XXXX (b) Helpdesk@vvc.edu (c) Open a service ticket (d) In Person (LOCATION) (3) Service Level (a) SLA s (4) Desktop Troubleshooting (a) Submit a ticket for assistance with a computer problem using the problem type: "My Computer" (5) Desktops for New Employees (a) Submit a ticket for new computer requests using the problem type: "My Computer: Desktop Setup" (b) New Accounts must be requested by Dean or Department Head. (link to form) (6) Desktop Upgrades (a) Submit a ticket for Desktop upgrades with the Purchase order of the workstation that has been ordered. (b) All computers will be held unaltered for 30 days just in case data needs to be retrieved. (7) Software installation, upgrades and updates (a) Submit a ticket for a computer upgrade using the problem type: "My Computer: Software Install". Please be prepared to provide license codes and installation media if needed. ii. Service Features Page 4 of 9

5 (1) Remote Assistance (a) Full support on Campus for Windows only. (b) COMING SOON Full remote assistance on or off campus, Windows, Linux or Mac (2) Desktop Lifecycle Support COMING SOON (a) Plan IT, in support with their supported divisions, can plan and purchase the computers that will be supported under Standard Desktop Support. (i) To assist with planning, an inventory report is available upon request. Plans are in effect to publish these yearly. Only computers managed by IT are inventoried in this way. (b) Purchase All computer hardware and most software is purchased by the departments, including cables, peripherals and lock-down devices. (i) IT manages desktop hardware and software standards (LINK). The standards are updated in a process which includes input from stakeholders and the Technology Committee. (ii) To assist in the efficient purchase of standard equipment, IT will publish and maintain purchasing aids such as part number and vendor information in the service catalog. (iii)it will coordinate warranty repairs only for computers that have extended warranties. Therefore, the purchase of extended warranties for standard equipment is highly recommended and is included in the recommended computer purchase standards. (c) Deploy (i) Under the Standard Desktop Service, desktops and laptops are installed and configured with a current operating system, licensed core software applications, anti-virus, anti-spyware, and remote administration tools. Core Software is listed in the IT Service Catalog, and is designed to be as inclusive of common software applications as possible. (ii) The computers are configured in compliance with campus security policies, and other configurations which may be specific to each division. Access to division-specific resources such as file servers is configured. Computers are configured to connect to the campus wired and wireless networks. Network jack activation is a separate service, requiring a separate request, but the service includes assisting clients with the jack activation request process. (iii)it recommends that physical security devices, such as laptop cable locks, be purchased so that they can be installed for small form factor desktops and laptops in high-risk environments at the time of deployment. (iv) During deployment, standard add-on software packages are installed when requested by clients or identified in the interview process. Proof of Page 5 of 9

6 licensing is required for new computer deployments. IT assumes licensing is current and valid when upgrading existing computers. (v) Computer upgrades or replacement work will be completed at the client location when practical. Space or electrical limitations may require work to be performed at a technician's workspace. (vi) Physical re-location of computers during office moves and other facilities work is supported on a case-by-case basis as determined by IT. (vii) A computer deployed under Standard Desktop Support includes: 1. Migration of client documents and preferences 2. Configuration of standard networked printers 3. Retention of client data for a minimum of 30 days to ensure complete data transfer 4. Keeping cables and cords organized and tidy. (d) Manage (i) Desktop Support Assistance is provided via: 1. Phone with remote control and administration tools 2. On site visits (ii) Following established processes, IT will install and upgrade standard applications. These software upgrades will be provided in response to client requests, changes to campus standards, security requirements, or to resolve problems. (iii)troubleshooting and incident resolution is provided for standard operating systems and applications. (iv) Desktop and laptop warranty repairs are arranged, coordinated, and tracked with vendors. This includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified. Standard equipment that is not under warranty is not eligible for this service. (v) Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair includes replacement of memory, hard drives, optical media drives, and power supplies with customerprovided parts. (vi) Standard Desktop Support policies and procedures ensure that supported desktops comply with campus security policies. (vii) Limited installation, configuration and troubleshooting support is available for PDA devices. Current standards for supported PDAs are published in the IT Service Catalog. (viii) Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems. Current standard networked printers Page 6 of 9

7 are published in the IT Service Catalog. Printers that are directly connected to computers are not supported. (ix) Desktop Support Assistance is provided via: 1. Phone with remote control and administration tools 2. On site visits (x) Following established processes, IT will install and upgrade standard applications. These software upgrades will be provided in response to client requests, changes to campus standards, security requirements, or to resolve problems. (xi) Troubleshooting and incident resolution is provided for standard operating systems and applications. (xii) Desktop and laptop warranty repairs are arranged, coordinated, and tracked with vendors. This includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified. Standard equipment that is not under warranty is not eligible for this service. (xiii) Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair includes replacement of memory, hard drives, optical media drives, and power supplies with customer-provided parts. (xiv) Standard Desktop Support policies and procedures ensure that supported desktops comply with campus security policies. (xv) Limited installation, configuration and troubleshooting support is available for PDA devices. Current standards for supported PDAs are published in the IT Service Catalog. (xvi) Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems. Current standard networked printers are published in the IT Service Catalog. Printers that are directly connected to computers are not supported. (e) Retire/Replace (i) IT coordinates desktop and laptop disposal with vendor programs and campus surplus. We ensure destruction of data on storage devices prior to disposal in accordance with campus security policies. g. Instructional Technology i. Classroom Support ii. Course Materials Development and Hosting iii. Distance Education Page 7 of 9

8 iv. Teaching Learning Center v. Instruction Technology Workshops (Coming Soon) (1) vi. Instructional Application and Server Support vii. Instructional Computer Labs viii. Instructional Design Support ix. Printing In Computer Labs x. Student Technology Workshops (Coming Soon) xi. Virtual and Remote Labs and Desktops (Coming Soon) h. Physical Network Infrastructure i. Campus Wired Network ii. Wireless Network iii. Remote Access - VPN i. Voice and Fax Services i. VOIP Service (Telephone) ii. Fax Services iii. Call Center Administration iv. Staff Directory j. Organizational Support i. Project Management k. Security and Policy i. Intrusion Detection ii. IT Security Awareness iii. Physical Security Systems iv. Security Incident Response v. Vulnerability Assessments vi. Regulation & Policy Compliance vii. Firewall Services viii. Network Access Control ix. Cisco Monitoring, Analysis and Response System x. Protocol Control and Enforcement xi. SPAM Filtering l. Software Licensing and Storage i. Software Licensing ii. Software Purchasing iii. Software Storage m. Web Services i. Departmental Web Development ii. Webadvisor iii. Personal Web Pages (coming soon) Page 8 of 9

9 iv. Content Management System v. District Web Development vi. RSS Feeds vii. Pod and Video Casting (coming soon) viii. Secure Web Site Services ix. Expert Design and Product Planning/Product Selection 2. Management Information Systems a. Datatel/Colleague i. Printing from Datatel UI ii. Credential Management iii. Database/Application Management iv. Programming/Custom Scripting v. Complete ERP (Coming soon) 3. Instructional Media Technology a. Instructional Media Support b. Classroom Lab Support c. Special Event Support d. Technical Design and Consultation e. Video and Media Production f. Video Conferencing g. New Media Delivery-Streaming (Coming Soon) 4. Help Desk a. Central Technical Help Dispatch (Coming Soon) i. Password help for all systems ii. Blackboard Help iii. Webadvisor Help iv. First Level Support for All Technical Issues v. Remote Desktop Capability on and off campus vi. One number support for all technical issues b. Blackboard Course Management System i. Gradebook ii. Distance Learning iii. Hybrid Course Support iv. Training for Instructors and Students Page 9 of 9