VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 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
E-mail system at least 1 week in advance.
b. Directory Services
Page 1 of 9 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 i. Edirectory – Novell’s Edirectory is used for access privileges at VVC. It also
populates a variety of user directories including the GroupWise Email 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. E-Mail, 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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 (a) Support for 3rd party off-campus e-mail 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 E-mail
(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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 (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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 (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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 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 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 h.
i.
j.
k.
l.
m.
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)
Physical Network Infrastructure
i. Campus Wired Network
ii. Wireless Network
iii. Remote Access - VPN
Voice and Fax Services
i. VOIP Service (Telephone)
ii. Fax Services
iii. Call Center Administration
iv. Staff Directory
Organizational Support
i. Project Management
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
Software Licensing and Storage
i. Software Licensing
ii. Software Purchasing
iii. Software Storage
Web Services
i. Departmental Web Development
ii. Webadvisor
iii. Personal Web Pages (coming soon)
Page 8 of 9 VVC Technology & Information Resources Catalog of Services
Draft as of 08/19/2008 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