Standard Operating Procedure
IT Services Catalog
Revision 1.0
Updated: 06-22-2012
Table of Contents
1
GENERAL INFORMATION ................................................................................................. 4
1.1
Purpose ............................................................................................................................. 4
1.2
Scope ................................................................................................................................ 4
1.3
Roles and Responsibilities ............................................................................................... 4
1.3.1
Approver ................................................................................................................... 4
1.3.2
Contributor ................................................................................................................ 4
1.3.3
Executive Steering Committee ................................................................................. 4
1.3.4
Quality Assurance team ............................................................................................ 4
1.3.5
Service Catalog Manager .......................................................................................... 4
1.3.6
Service Owner ........................................................................................................... 5
1.3.7
Technical Team ......................................................................................................... 5
1.4
2
3
4
Service Catalog Structure ................................................................................................. 5
1.4.1
Categories ................................................................................................................. 5
1.4.2
Fields ......................................................................................................................... 5
PROCEDURES....................................................................................................................... 8
2.1
Add/Change/Delete a Category........................................................................................ 8
2.2
Add/Change/Delete a Field .............................................................................................. 9
2.3
Add a New Service ........................................................................................................... 9
2.4
Edit a Service ................................................................................................................... 9
2.5
Retire a Service ................................................................................................................ 9
2.6
Review Cycle for Services ............................................................................................... 9
ADDITIONAL COMPONENTS.......................................................................................... 10
3.1
Alerts & Outages ............................................................................................................ 10
3.2
Downloads...................................................................................................................... 10
3.3
Forms.............................................................................................................................. 10
3.4
IT News .......................................................................................................................... 10
3.5
Policies ........................................................................................................................... 10
3.6
System Status & Metrics ................................................................................................ 10
3.7
Quick Links .................................................................................................................... 11
OPERATION INFORMATION ........................................................................................... 11
4.1
Technical Specification .................................................................................................. 11
4.1.1
4.2
Site Layout .............................................................................................................. 11
How to Get Access to CommonSpot.............................................................................. 11
Updated: 6/22/2012
Page 2
4.3
System Status Icons ........................................................................................................ 11
4.4
Monitoring with Google Analytics ................................................................................ 11
Appendix A – IT Services and Owners (as of 6-12-2012) ........................................................... 12
Appendix B – New Service Template .......................................................................................... 15
Updated: 6/22/2012
Page 3
1 GENERAL INFORMATION
1.1 Purpose
This document provides all information related to the support and maintenance of the IT Services
Catalog, itservices.gmu.edu.
1.2 Scope
The ITU Support Center website has been established as one of the primary access points for
information about services provided by the entire ITU. The redesign ensured the site followed
Mason web standards, improved usability, and better advertise the services provided by the ITU.
It was developed in the format of a Service Catalog to more easily manage and standardize the
content.
1.3 Roles and Responsibilities
The following are the roles and responsibilities to ensure the IT Services Catalog remains a
current and relevant resource for the Mason community.
1.3.1 Approver
• The person responsible for a service, usually a Manager or Director
• Approves articles that have been reviewed by the Editor
• Reviews articles bi-annually
• Addresses questions/issues that are related to the service
1.3.2 Contributor
• The person who writes the service article, usually a team member
1.3.3 Executive Steering Committee
• Provides the strategic high-level vision for the site
• Allocates resources to maintain the website
• Advises on issues escalated by the Service Catalog Manager
• Members include: Bob Nakles, Sharon Pitt and Walt Sevon
1.3.4 Quality Assurance team
• Reviews the initial service article for consistency and usability
• Submits edited service article to Approver for authorization to post to site
• Enters approved services into CommonSpot
• Edits existing services at request of Approver
• Reviews the site from user perspective and makes recommendations for
improvements
• Manages the bi-annual review process
1.3.5 Service Catalog Manager
• Provides day to day management and oversight of the Service Catalog
• Manages requests for add/change/delete Categories and Fields
• Tracks issues and manages the resolution process
Updated: 6/22/2012
Page 4
•
Reports status to and receives feedback from the Executive Steering Committee
1.3.6 Service Owner
• The team responsible for a service (list of service owners with their services is in
Appendix A)
1.3.7 Technical Team
• Maintains the infrastructure
• Manages the web content tool
• Adds, changes, and deletes user permissions
• As requested, develops solutions using the web content management tool
• Provides support and training on the web content management tool
• Ensures compliance with accessibility requirements
1.4 Service Catalog Structure
The services within the Service Catalog are viewable by several methods including: high level
categories, services available to Students, services available to Faculty and Staff, and
alphabetically.
1.4.1 Categories
The services were organized into the following high level categories:
•
Accounts & Access
•
Business Applications
•
Computers & Software
•
E-mail and Calendar
•
Help & Support
•
IT Security
•
Learning
•
Network & Telecommunications
•
Research
•
Teaching
•
Web Services
1.4.2 Fields
The following table contains a list of the fields associated with each service.
• Fields with an asterisk (*) are required.
• The first column indicates which section on the screen the information will be displayed
or if it is not displayed.
• The second column is the field name.
• The third column provides a description of the field.
• Some information is collected that is only used for internal purposes it is not displayed in
the customer facing catalog.
Section
Field
Updated: 6/22/2012
Description
Page 5
Section
Field
Description
Top of
Service
*Service name
Service
Summary
Service
Summary
Service
Summary
Service
Summary
Service
Summary
Service
Summary
Service
Summary
Alias Service
name(s)
*Description:
What is the service known as by the customers? The service
name is the name which will appear in the Service Catalog,
and should facilitate easy and quick browsing for
customers.
Additional names the service may be known as
How to Get
This Service
How to Get
This Service
How to Get
This Service
How to Get
This Service
Availability
*Customer Type
Customer
responsibilities:
Features and
functions:
Limitations:
Policy:
*Instructions for
How to Get This
Service:
Form(s) required
to request or to
get authorization
for this service:
*Is there a
charge for this
service?
Radio Buttons
on CMS
Template
Pricing/charges:
*Radio Buttons
on CMS
Template
Updated: 6/22/2012
Describe the service at a high level, without using technical
language in a way customers can understand
For whom is this service? Select one or more of the
following: Students, Faculty & Staff, ITU Only, Alumni
Describe anything that is the customer’s responsibility.
Highlight the special features and functions of the service,
including user documentation.
Describe any limitations to the service.
List any policies that are associated with using this service.
Standard Text:
All users of the George Mason University network must
adhere to University Policy Number 1301: Responsible Use
of Computing.
Explain how to get access to this service.
If a form (or forms) is necessary to request or to get
authorization for this service, include an explanation and a
link to the form(s) here.
Default text “There is no charge for this service.”
If “Yes, there is a charge” is selected, the Pricing/Charges
filed must be complete
Include any text beyond default text for pricing/charges
associated with using this service.
Default text (if yes is selected)
“This service is available 24/7, excluding planned outages,
normal maintenance windows, and unavoidable events.
Maintenance windows are Sundays from 7 to 10 a.m. but
may be extended to 2 p.m., if needed. If maintenance is
required outside of these hours, it will be announced on the
Planned Outages web page.”
Page 6
Section
Field
Description
Availability
Getting Help
Availability:
*Radio Buttons
on CMS
Template
Include any instructions beyond default text for availability.
Default text (if yes is selected)
Getting Help
Getting Help:
Getting Help
Training:
Additional
Information
Additional
services
provided:
Additional
Information
Additional
Information
Bottom of
Service
Internal – not
displayed
Service level
targets:
URL:
Last Reviewed
Date:
*Categories:
“Assistance for all IT Services is available through the ITU
Support Center.
Phone:
(703) 993-8870
Fax:
(703) 993-3347
E-mail:
support@gmu.edu
Live Chat: Chat
Online:
Submit a request
Hours of Operation: Monday thru Friday, 8 a.m. – 7 p.m.
Walk-in Support on the Fairfax Campus*: Innovation Hall,
Room 233, available Monday thru Friday, 8:30 a.m. – 5
p.m.
(*Closed Thursdays 3 - 4 p.m. for team meetings)”
Include any instructions for Getting Help beyond contacting
the ITU Support Center.
Describe how the customer can get training on the service;
include any user instructions and training manuals.
Describe any additional services associated with this
service.
Include phone numbers or specific login web pages needed
to access the service (ie. dial up phone number, ssl vpn
portal page).
Describe any service level targets, include delivery
expectation/time frame.
Link to information related to the service outside of the IT
Service Catalog. Will appear under Related Links
The date the service article was last reviewed.












Updated: 6/22/2012
Accounts & Access
Business Applications
Computers & Software
E-mail & Calendar
Help & Support**
IT Security
Learning
Network & Telecommunications**
Telecommunications
Research
Teaching**
Web Services
Page 7
Section
Internal – not
displayed
Internal – not
displayed
Internal – not
displayed
Internal – not
displayed
Internal – not
displayed
Internal – not
displayed
Field
Description
*Service owner:
Note: items with ** have sub-categories
The team responsible for the service.
After hours
support:
Communication:
Continuity
planning:
Documentation:
Operational
support:
Internal – not SDE:
displayed
Internal – not Vendor
displayed
management:
Identify if there is support after hours; Identify how to get it
Identify who can authorize alerts/announcements to go out
related to this service
Describe or identify the location of the continuity plan for
the service
Provide Network Diagrams, System Diagrams, System
Server names or the location of the information
This is information that would be used by the Data Center
in support of this service.
What is the location of server?
Will the server or application need tape library?
Will the server or application need a manual backup
process? If yes, see a-d
a) Have scripts been developed and tested?
b) When will backup process, day, time and frequency
(daily, weekly or monthly)?
c) What kind of tape media will be used, and has
acquisition of tapes been arranged?
d) Will tape go offsite, if so at what frequency and for
how long?
Has the server or application been added to the groups
support matrix?
Will the server or application be monitored by Sitescope?
List what categories should be used in SDE to make
requests for this service
Identify the vendor contact information, SLA, contract
expiration, and any other information related to the vendor
of the product
2 PROCEDURES
2.1 Add/Change/Delete a Category
To make a request involving a Category, the requestor should send an e-mail message to the IT
Service Catalog Manager. The IT Service Catalog manager will review the request with the
Quality Assurance team for appropriateness and with the Technical team for feasibility. If there
is consensus, the request will be implemented. If there is not consensus, the request may be
denied or taken to the Executive Steering committee for a decision.
Updated: 6/22/2012
Page 8
2.2 Add/Change/Delete a Field
To make a request involving a Field the requestor should send an e-mail message to the IT
Service Catalog Manager. The IT Service Catalog manager will review the request with the
Quality Assurance team for appropriateness and with the Technical team for feasibility. If there
is consensus, the request will be implemented. If there is no consensus, the request may be
denied or it may be taken to the Executive Steering committee for a decision.
2.3 Add a New Service
When a new service needs to be added, the following steps should be followed:
• The Contributor will e-mail the Quality Assurance team a request for a new service.
• The Quality Assurance team will e-mail the Contributor a Word template (see appendix
B).
• The Contributor will complete the Word template with the information about the new
service and will e-mail it back to the Quality Assurance team.
• The Quality Assurance team will edit the completed Word template for consistency,
readability, use of jargon and single voice.
• The Quality Assurance team will then e-mail the edited version of the Word template to
the Approver.
• The Approver will review the Word template and e-mail it back to the Quality Assurance
team with corrections if necessary and the approval to post it in CommonSpot.
• The Quality Assurance team will then enter the information from the Word template into
a new service article in CommonSpot for posting to the IT Service Catalog site.
2.4 Edit a Service
When a change needs to be made to a service, the Approver should send an e-mail message to
the Quality Assurance team requesting the change to the service. The Quality Assurance team
will then update the service.
If the request for change comes from anyone other than the Approver, the Quality Assurance
team will contact the Approver for guidance on how to handle the request.
2.5 Retire a Service
When a service is no longer available, the Approver should send an e-mail message to the
Quality Assurance team requesting the service be archived within CommonSpot. The Quality
Assurance team will then archive it.
If the request comes from anyone other than the Approver, the Quality Assurance team will
contact the Approver for guidance on how to handle the request.
2.6 Review Cycle for Services
Twice a year, in June and December, all service articles will be reviewed for the accuracy and
relevance. This process will be managed by the Quality Assurance team, as follows:
• The Quality Assurance team will e-mail the Approver a single Word document for each
service article they are responsible for.
Updated: 6/22/2012
Page 9
•
•
•
The Approver will review the Word document(s) then e-mail the document(s) back to the
Quality Assurance team with corrections if necessary or with a response of “Reviewed,
no changes necessary.”
The Quality Assurance team will then update the service article within CommonSpot
based on the changes in the Word document(s).
The Quality Assurance team will also update the “Last Reviewed” date field for each
service article when they have received the e-mail from the Approver.
Note: The current version of CommonSpot does not allow for versioning on global custom
elements. When the versioning feature is available, the procedures for Services will be revised
to allow the approval process to be completed within CommonSpot.
3 ADDITIONAL COMPONENTS
In addition to the services in the IT Services Catalog, complementary information is provided.
3.1 Alerts & Outages
The Alerts & Outages page provides information about disruptions to IT services.
Alerts are disruptions to service that are unexpected. When such an unexpected disruption
happens an Alert is posted to the site as well as e-mail sent to the ITU-ALERTS listserv. When
additional information is known, an update to the Alert may be posted. When the service has
been restored a resolved an Alert is posted and e-mail sent. Alerts are archived and accessible
from the same site.
Outages are planned disruptions to an IT service. These occur when maintenance or upgrades
are being made to a service. Information about Outages is posted in the ITU calendar, which is
available from the site.
3.2 Downloads
The Downloads page provides access to download software and utilities for the Mason
community.
3.3 Forms
The Forms page provides access to the forms needed to make requests for IT services.
3.4 IT News
The IT News page provides information about new technology and its impact at Mason.
3.5 Policies
The Policies page provides links to all policies related to IT services.
3.6 System Status & Metrics
The System Status & Metrics page provides information about the availability of major IT
systems. It also provides metrics related to various IT services.
Updated: 6/22/2012
Page 10
3.7 Quick Links
The Quick Links section provides links to the most often used sites related to IT services.
4 OPERATION INFORMATION
4.1 Technical Specification
The IT Services Catalog was developed using the CommonSpot Web Content Management
System. The authoring site resides on the frisco.mesa.gmu.edu server and the read-only
production site resides on salvo.mesa.gmu.edu; both are maintained by the Server Support
Group. CommonSpot is a ColdFusion application maintained with an Oracle database backend.
A full file system backup is run weekly and incremental backups are run nightly; the database is
backed up in archive mode. Patches and upgrades are applied regularly.
4.1.1 Site Layout
4.2 How to Get Access to CommonSpot
To get a CommonSpot account, contact the CommonSpot administrator with an explanation of
the requirement for access.
4.3 System Status Icons
The System Status icons on the System Status & Metrics page are manually set to indicate the
status of major IT systems. This is done by the Client Relations team.
Another project is underway to automate the changing of the System Status icons.
4.4 Monitoring with Google Analytics
The site has Google Analytics installed to allow monitoring. A strategy for reviewing the reports
and making adjustments to the site is still to be developed.
Updated: 6/22/2012
Page 11
Appendix A – IT Services and Owners (as of 6-12-2012)
Service Owner
ASD
CRM
CRM
CRM
CRM
CRM
DAS-Admin Applications
DAS-Admin Applications
DAS-Admin Applications
DAS-Admin Applications
DAS-DBA
DAS-DBA
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
Updated: 6/22/2012
Service Name
Template View for Creating a Service
Web Content Management Hosted Solution
Web Hosting
test service 4
Mason Search Engine
Testing for CRM
Oracle Reports
Team Track
Patriot Web
Banner/INB (Internet Native Banner)
UC4 Job Scheduler
Workflow
Streaming Media
Videoconferencing
Televised Courses
Instructional Video
Satellite Uplinks/Downlinks
Television Program
Video Production
Audio Editing
Video Editing
Video Production Equipment Checkout
Adobe Certification
Microsoft Office Certifications
Training Workshops
Instructional Design Consultations
Technology Conference Room
Web Conferencing
Equipment Checkout
Event Support in Classrooms
Classroom Support
University Classroom Technology Standards
Virtual Computing Lab
STAR-Multimedia Computer Lab
Blackboard Courses
iTunes U
myMason Portal
SafeAssign
Video Production Equipment Checkout
Video Production Studio
Multimedia Production
Page 12
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
DoIT
ESM-EM
ESM-EM
ESM-EM
ESM-EM
ESM-EM
ESM-EM
ESM-EM
ESM-EM
ESM-SE
ESM-SE
ESM-SE
ESM-SE
ESM-SSG
ESM-SSG
Finance
NET
NET
NET
NET
NET
NET
NET
Updated: 6/22/2012
Audio Recording Room
Collaborative Learning Areas
Presentation Practice Space
Technology Conference Room
Training Workshops
Microsoft Office Certifications
SkillPort
Printers
Classroom Support
iTunes U
Blackboard Courses
Scantron Machine
SafeAssign
CLUB-Collaborative Learning Hub
Respondus
PBworks Wiki
myMason Portal
Virtual Computing Lab
Computer Lab Locations
Blackboard Collaborate
Blackboard Collaborate
Calendar Account (Oracle Corporate Time)
E-mail for Students (MasonLive)
MESA Accounts
E-mail Distribution Lists (Listservs)
Calendar Accounts for Campus Organizations, Clubs, and
Departments
E-mail Anti-Spam (IronPort)
E-mail for Faculty and Staff (MEMO)
E-mail Accounts for Campus Clubs, Departments, and
Organizations
mason.gmu.edu Server
MESA Personal Storage (mydata)
Hosted Linux Systems
MESA Share Storage - Departmental
Active Directory
Server Hosted Software - Windows
Software Licensing
Wireless Network
Wired Public Network Access
Dial-up Access
Telework Technology Service Bundle
Telephone Services for Students in the Residence Halls
Telephone Services for Faculty and Staff
Residence Hall Network
Page 13
NET
NET
NET
NET
NET
NET
NET
NET
NET
NET
NET
NET
NET
Patriot Computers
PMO
Security
Security
Security
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
TSS
Updated: 6/22/2012
Remote Access: Virtual Private Network (VPN)
Public Internet Address on Mason Public Internet and Serve Zone
New Construction and the Marking of Communication Lines Prior
to Building Construction
Network Access Protection
IP Address for Credit Card Purchasing
Firewall
Special Network Service Requests
Domain Name Server (DNS)
Cable Television
Test Net Service
Data Jack Assessment and Activation
Cellular Services, Mobile Communications, and
Smartphones/Smart Technologies
Access to Telecom Spaces and Cabling
Patriot Computers
Enterprise Project Management Online (E-PMO)
Network Vulnerability Scanning
Enterprise Whole Disk Encryption - Encryption at Rest
Security Awareness Training
Colocation Service - ITU Aquia Data Center
Guest Wireless Account
Software Installation on Client Hardware
Recommended Computer Systems
Software Downloads
Desktop Support
ITU Support Center
Computer Hardware Installation
Computer Relocation Services (for departments with less than 20
users)
ITU Support Center: Test View
Resident Technicians (ResTechs)
Online Help
NotifyLink (Calendar Synchronization for Mobile Devices)
Page 14
Appendix B – New Service Template
Updated: 6/22/2012
Page 15