IT Resource Management Plan
Last Reviewed: July 2014 (Version 1.1)
Page 1 of 24
Planning Team
Division Vice President ............................................................... Dr. Richard Walker
IT Resource Manager (IRM) ........................................................ Lawrence Daniel
IT Technology Manager (TM)...................................................... Sam Nguyen
Information Security Officer (ISO) .............................................. Le Nguyen
Revision History
Version
Date
1.0
1/28/2014
Description of Revisions
IRM Plan – Sections 1 and 2
Revised By
Rita Barrantes
Lawrence Daniel
Sam Nguyen
3/25/2014
IRM Plan – Sections 3 through 5
Rita Barrantes
Sam Nguyen
Lawrence Daniel
1.1
3/28/2014
All sections – IRM Review and Approval
Lawrence Daniel
7/8/2014
All sections - Additional changes and revisions
included
Rita Barrantes
Lawrence Daniel
Jana Chvatal
1.1
7/14/2014
UIT senior management team – Review and
approval of all sections
Dennis Fouty
Arun Jain
David Johnson
Mary Dickerson
Last Reviewed: July 2014 (Version 1.1)
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T A B L E O F C ONT EN T S
Introduction ........................................................................................................................................................................5
Section 1: Division Environment...............................................................................................................................6
1.1
Overview ............................................................................................................................................................ 6
1.3
Strategic Initiatives (2013-2018) .......................................................................................................... 6
1.2
1.4
1.5
1.6
1.7
Mission / Vision Statement....................................................................................................................... 6
Executive Leadership Team ..................................................................................................................... 8
College/Division IT Roles and Responsibilities .............................................................................. 9
IT Governance ................................................................................................................................................. 9
Audience: Departments and Employee Counts............................................................................... 9
Section 2: College IT Environment ........................................................................................................................ 10
2.1
2.2
IT Organization – Goals.............................................................................................................................10
IT Organizational Chart ............................................................................................................................11
............................................................................................................................................................................................11
2.3
IT Service Catalog and Service Levels ................................................................................................12
3.1
Risk Management – Overview ...............................................................................................................12
3.3
IT Service Continuity Management – Overview ...........................................................................14
Section 3: Risk and Service Continuity Management ................................................................................... 12
3.2
Risk Management at the Division of Student Affairs & Enrollment Services .................13
3.4 IT Service Continuity Management at the Division of Student Affairs & Enrollment
Services ..........................................................................................................................................................................14
Section 4: Resource Management .......................................................................................................................... 15
4.1 Resource Management -Overview ............................................................................................................15
4.2
Lifecycle Management ...............................................................................................................................16
4.4
Data backup and Records retention ...................................................................................................17
4.3
4.5
Connecting devices to the UH Network ............................................................................................17
Education and Training ............................................................................................................................17
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Section 5: Resource Security .................................................................................................................................... 18
5.1
Overview ..........................................................................................................................................................18
5.3
Securing Desktops and Servers ...........................................................................................................19
5.2
Securing Information.................................................................................................................................18
Appendix A: Departmental Units part of DSAES and Headcounts.....................................................21
Appendix B: DSAIT Service Catalog ..................................................................................................................22
Appendix C: DSAIT Business Continuity Plan..............................................................................................24
Last Reviewed: July 2014 (Version 1.1)
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I N T R OD U CT ION
The purpose of the information technology resource management plan is to serve as a comprehensive manual
with useful guidelines for technology administrators in the colleges/divisions to appropriately manage information
technology resources within their units.
As outlined in the MAPP 10.03.06 related to College/Division responsibilities for information technology
resources, each college/division is responsible for the administration and protection of its information technology
resources and will develop departmental policies and procedures to address the use of information technology
resources in the areas of: risk management, resource security, service continuity management, and resource
management. Each College/Division will assign the following roles for the management of information technology
resources:
College/Division Information Resource Manager (C/D-IRM)
The C/D-IRM is the most senior administrator who is responsible for managing and securing the college or division’s
Information Resources, including the related planning and compliance processes. This role is often filled by a
college’s Assistant/Associate Dean or a division’s Assistant/Associate Vice President.
College/Division Technology Manager (C/D – TM)
The C/D-TM is an IT professional who is responsible for managing the college or division’s daily Information
Technology operations. This role is often filled by a Director or Manager.
College/Division Information Security Officer (C/D – ISO)
The C/D-ISO is the employee responsible for managing the college or division’s information security function in
accordance with the established policies and guidelines. This role is often filled by a Director or Manager.
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S E CT ION 1: D IV ISI ON E N V IR ON ME N T
1.1
O VE RVI E W
The Division of Student Affairs and Enrollment Services (DSAES) include 25 departmental units (see
Appendix A). In July of 2013, the Division of Students Affairs (DSA) merged with Enrollment Services (ES),
and became the Division of Student Affairs and Enrollment Services (DSAES).
A comprehensive IT assessment review was conducted for all departments in the Division of Student Affairs
(DSA) in 2013, excluding Student Housing and Residential Life (SHRL) and Enrollment Services. SHRL was
excluded from this technology review because it had been recently assessed as a separate unit before its
and is currently under a separate service level agreement (SLA) with the University Information Technology
(UIT) department, which covers support of all IT services. Enrollment Services was not assessed because it
was not part of the Division of Student Affairs prior to the technology assessment period. The provision of
current IT services continues to be provided by Enrollment Services IT personnel. Hence, this plan addresses
the IT services and processes of a total of 19 departments, as listed in Appendix A.
1.2
M I S S I O N / V I S I O N S T A TE ME N T
MISSION: The University of Houston’s DSAES cultivates an environment that facilitates student success
through learning, discovery, and engagement.
VISION: DSAES will provide a nationally acclaimed student experience that result in a valuable impact on
persistence and graduation.
VALUES: DSAES is committed to an ethic of care, including a commitment to civility and individual growth
and learning, while holding firm and true to our core values:
Empowerment – We empower students and staff through programs, personal and professional
development, and employment.
Transparency – We provide transparency of purpose with honesty and integrity.
Accountability – We are accountable to the provision of quality programs and services.
Diversity – We demonstrate and celebrate the intentional inclusion of others with various experiences and
cultures.
Innovation – We expect innovation of ourselves as we develop cutting-edge programs and services that
continuously strive for excellence and student success.
Collaboration – We embrace the spirit of collaboration through mutually beneficial partnerships on campus
and in surrounding environments that faster the exchange of knowledge, resources and expertise.
1.3
S T RA T E GI C I N I T I A T I VE S (2013- 20 18)
1.
Create new opportunities for student success through learning, engagement, and discovery.
• Develop a comprehensive First and Second Year Experience program inclusive of sequential,
intentional, and structured co-curricular involvement opportunities.
•
•
Establish supportive an advocacy based programs and services for commuter, transfer, adult, nontraditional and graduate students.
Develop a multi-year co-curricular leadership experience for students utilizing the concepts of
leadership theory and self-discovery in partnership with Academic Affairs.
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•
•
•
Create a greater variety of student involvement initiates that focus on the development of a vibrant
campus life, including expanded evening and weekend programs.
Develop learning communities intentionally connected to academic and student affairs programs to
enhance student success in support of the growing residential campus.
Develop new service learning initiatives that create opportunities for self-discovery and application
of academic disciplines for students.
2.
Actualize and leverage the fiscal, human, technological, and facility resources that enhance student
experience.
• Establish protocols, guidelines and incentives in consultation with Human Resources to recruit,
train and retain talented and skilled staff to best meet the needs of the students and to effectively
implement Division programs and services.
• Execute an effective operating plan of existing fiscal, human, technological and facility resources in
support of student success.
• Assess student employment and internship opportunities and explore, in partnership with
Academic Affairs and Human Resources, options for increasing, enhancing and improving such
opportunities.
• Create and implement a division-wide advancement and fundraising program in partnership with
the Division of Advancement.
• Provide the highest quality customer service experience utilizing technology, training and resources
to improve user satisfaction.
3.
Foster the creation of a global learning community that actualizes and embraces inclusion while
preparing students to become active citizens.
• Establish a division-wide standing committee focused on the assessment and creation of programs
and services from a multicultural (intercultural) competency based lens.
• Establish co-curricular, globally focused initiatives that provide students with opportunities for
engagement on campus, in our surrounding environments, and beyond.
• Explore and enhance multicultural-based collaborative programs with departments outside of the
Division and in partnership with agencies in our surrounding environments.
• Establish and implement a campus climate survey in collaboration with Institutional Research to
identify opportunities to actualize an inclusive and global learning community.
• Explore the feasibility of creating and implementing a Multicultural Student Affairs department to
assess and increase the Division’s contribution to and support of a diverse student body and
fostering a global learning community on campus.
4.
Develop a culture of innovation and accountability in the redesign of Division policies, processes, and
procedures.
• Develop a comprehensive assessment plan that identifies learning and program outcomes and
demonstrates a process for improvement based on measurable results.
• Determine how/when to optimize human interaction between Division staff, students and
University partners while employing technology to enable the timely retrieval and use of accurate
information to address routine inquiries.
• Establish and implement a series of reporting procedures for the purpose of demonstrating
measurable outcomes and data to demonstrate a collective contribution to student success.
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•
5.
Cultivate a collective identity that demonstrates a united vision.
• Collaborate with the Division of University Advancement and UH Marketing & Communication to
develop and implement a division-wide integrated branding and marketing plan.
• Assess the current web presence and use of social media throughout the Division and implement
Division expectations of website design and effective use of social media.
• Develop a comprehensive and integrated communications plan to increase awareness and
understanding among the Division, the campus community and the surrounding environments
about who we are, what we do, and who we serve.
•
6.
1.4
Establish and implement a recognition process to highlight innovative initiatives by individual staff
members or departments that contribute to the ultimate utilization of human, financial,
technological and physical resources.
Expand the opportunities for staff involvement in division-wide initiatives, programs and services.
Create and engage in strategic partnerships.
• Collaborate with the Division of Academic Affairs to develop proactive initiatives and research that
positively impact student retention and graduation rates.
• Involve the Faculty Senate, Staff Council, Student Government Association and other shared
governance groups in the Division’s assessment and planning initiatives.
• Partner with the Division of University Advancement and the Alumni Association to nurture an
alumni base to support the Division’s initiatives.
• Engage the Division of Administration and Finance in effective facilities management and the
prioritization of capital investments.
• Work with University Information Technology to operationalize best practices and to leverage
resources to optimize the seamless delivery of programs and services.
• Join forces with UH Athletics to explore opportunities that are mutually beneficial for student
success.
E X E C U T I VE L E AD E RS H I P T E A M
•
Dr. Richard Walker
Vice Chancellor/Vice President, Student Affairs and Enrollment Services
•
Daniel M. Maxwell
Assoc. Vice Chancellor/Assoc. Vice President, Student Affairs
•
Stephen Soutullo
Assoc. Vice Chancellor/Assoc. Vice President, Enrollment Services
•
Dr. William Munson
Assoc. Vice President for Student Affairs and Dean of Students
•
Keith Kowalka
Assistant Vice President for Student Affairs, Student Life
•
Floyd Robinson
Assistant Vice President for Student Affairs, Health and Wellness
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•
Patricia Sayles
Executive Director, Business Services
•
Don Yackley
Executive Director, Student Housing and Residential Life
The current organizational chart is available online at http://www.uh.edu/dsa/pdf/orgchart.pdf
1.5
C O L L E GE /D I VI S I O N IT R O LE S A N D R ES PO N S I BI L I T I ES
As delineated in MAPP 10.03.06, the IT roles for the Division of Student Affairs are assigned to:
•
•
•
1.6
DSA-Information Resource Manager (IRM):
DSA-Technology Manager (TM):
DSA-Information Security Officer (ISO):
Lawrence Daniel
Sam Nguyen
Le Nguyen
IT G O VE RN A N C E
The SAITS department is in the process of assembling a division-wide IT governance committee. This
governance committee will be formed of DSAES department representatives with the purpose of providing
continuous feedback, suggestions, and support for Student Affairs IT Policy and Procedures outlined in the
DSAES Information Resource Management Plan.
This committee will be led by Lawrence Daniel, Director for Student Affairs IT Services and Special Programs
and will meet quarterly or as needed to assist with division wide IT initiatives and policy establishment and
amendment. This committee will be implemented by Fall 2014.
1.7
A U D I E N CE : D E PA RT ME NT S A ND E MPL O YE E C O U N TS
The SAITS Department provides IT services to 19 out of 25 departments in the Division. These 19
departments have a total of 219 full-time employees and 487 part-time employees. A detailed list of
headcounts by department is provided in Appendix A.
In addition, SAITS also provides IT support to the leadership of student organizations, and acts as the IT
liaison with vendors who provide services during DSAES events. The current student organizations that
SAITS supports are:
•
•
•
•
•
Activities Funding Board
Coog Radio
Council of Ethnic Organization
The Daily Cougar
Frontier Fiesta Association
Last Reviewed: July 2014 (Version 1.1)
•
•
•
•
•
Homecoming Board
Metropolitan Volunteer Program
Student Government Association
Student Program Board
Student Video Network
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S E CT ION 2: C OL L E GE IT E N V IR ON ME N T
2.1
IT O RGA N I Z A T I O N – G O A LS
In May 2013, the DSA, now the Division of Student Affairs and Enrollment Services (DSAES), made the
decision to centralize the IT function throughout the division, following recommendations provided by the
UIT department as a result of a comprehensive technology assessment process.
The Student Affairs IT Services (SAITS) department was established to support the Information Technology
needs for 19 departments and 10 Fee-funded Student Organizations.
Along with supporting fee-funded student organizations, department computers and websites, we will
maintain support for computer labs, kiosks, databases and other dedicated IT resources for the Division of
Student Affairs and Enrollment Services. Our student staff positions will continue to provide an experiential
learning environment that will be beneficial in lives of future IT professionals and for those looking to learn
more about the Information Technology field.
Mission
Student Affairs IT Services (SAITS) is committed to providing reliable support and innovative technology
solutions for department services, programs and resources that sustain an environment dedicated to
student success.
Vision
Working collaboratively, Student Affairs IT Services will maintain an efficient and proactive information
technology environment that provides seamless support, elevates staff productivity, and supports Tier One
programs, while seeking to contribute to increased student retention and graduation rates.
Specific SAITS goals, frequency, and measurements were delineated as part of our SAITS assessment
program. The FY14 SAITS assessment plan is available at:
http://www.uh.edu/dsa/about_student_affairs/assessment_planning/assessment_plans/fy14/SAITS.pdf
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2.2
IT O RGA N I Z A T I O N A L C H A RT
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2.3
IT S E RVI C E C A T A L O G A N D S E RVI C E L E VE L S
The service catalog showed in Appendix B represents a comprehensive list of IT services provided to DSAES
departments. This catalog reflects all SAITS services provided to staff and student organizations. As part of
the SAITS reorganization several services were – and are still being – restructured.
S E CT ION 3: R I SK
3.1
AN D
S E R V ICE C ONT IN U IT Y M AN AGE ME NT
R I S K M A N A GE ME N T – O VE RVI E W
Risk management involves two discrete process areas: 1) Risk analysis, and 2) Risk monitoring and control.
The identification of risks and their quantification (risk analysis), and the identification of countermeasures
to reduce or eliminate threats (risk monitoring and control) play an important role in achieving service
continuity and reaching desired service levels to the DSAES audience.
The processes used by DSAES to manage risk and service continuity follow industry best practices including
the following activities:
Risk Analysis
a.
b.
Identification of risks
Risk assessment (probability and impact)
Risk Monitoring and Control
c.
d.
Identify strategy to manage the risk (risk avoidance, risk transfer, risk mitigation)
Identify courses of action should the risk occur (incident/problem management processes, recovery
plan
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3.2 R I S K M A N A GE ME N T A T T H E D I VI S I O N O F S T U DE N T A FFA I RS & E N RO L L ME N T S E RVI C E S
The list of risks identified below is associated with most IT services provided by DSAIT.
IMPACT 1
PROBABILITY1
RANK2
Facility damage (IDFs)
3
1
3
Supported by UIT Network
Operations group.
Loss of connectivity
(wired)
3
1
3
Supported by UIT Network
Operations group.
Loss of connectivity
(wireless)
3
1
3
Supported by UIT Network
Operations group. For
performance issues, installation of
additional WAPs in high use areas
such as board rooms.
Loss of service due to
infrastructure damage
Loss of service due to
physical failure
3
1
3
3
1
3
Note: DSAES has IP telephones
(Lync and CISCO)
UH Exchange supported by UIT
Enterprise Systems group.
Directory
Services
(Active Directory)
Loss of connectivity
3
1
3
DSAES uses the CougarNet Active
Directory services maintained by
the UIT enterprise systems group.
Mass email
(ListServ)
Loss of service due to
application failure
1
1
1
Computer Labs
Physical damage of
hardware
1
1
1
DSAES uses UH Listserv which is
administered by UIT.
Two small labs exist in the Campus
Recreation & Wellness center, a
few workstations in career
services, and two labs in Center
for Students with DisAbilities.
Physical failure
(hardware)
1
1
1
Due to the low probability, failures
are taken offline.
Software failure
1
1
1
Loss of equipment
2
1
2
Labs have an image and in case
any software fails, the image is
reinstalled in the computer.
Labs are secured at night by the
SERVICE
Network Services
Telephony
Email Services
1
2
RISK DESCRIPTION
RISK STRATEGY and NOTES
1 = Low; 2 = Medium; 3 = High
Rank = Impact x Probability
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SERVICE
RISK DESCRIPTION
IMPACT 1
PROBABILITY1
RANK2
(stolen)
Desktop and
Printing Support
Physical Failure
(hardware)
2
1
2
Software failure
1
2
2
Loss of equipment (lost
or stolen)
2
2
4
IT Security and
Information
Assurance
Compliance violations,
Intrusion system
3
1
3
Collaboration
(SharePoint)
Unavailability of service
1
1
1
Digital Signage
Hardware and software
failure
2
1
2
Social Media
Loss of service
1
1
1
Backup Service
(TSM)
Loss of service
2
1
2
File Shares
Loss of service
3
1
3
RISK STRATEGY and NOTES
department facility administrator.
The CSD labs have security
cameras installed.
Note: SAITS supports personal
printers and network printers for
staff and student organizations.
SAITS staff performs
troubleshooting and reinstalls
software for faculty/staff
Several laptops were stolen from
employees’ offices in 2012. Now,
all AV equipment and laptops are
being locked overnight.
Note: A security incident was
reported by Career Services (cold
fusion online application) in early
2014.
Used by a few groups for file
sharing, task assignment, and
check-in equipment.
Seven signs have been installed at
the UC and UC Satellite. No
failures reported.
Used for marketing purposes, not
for emergency communications
All servers are backed up by UIT.
Desktop backups are not critical.
Backup restores are unusual.
Maintained by UIT. No downtime
reported by users.
3.3 IT S E RVI C E C O N T I NU I T Y M A N A GE ME N T – O VE RVI EW
The goal of IT Service Continuity Management (SCM) is to support the overall business continuity
management processes by ensuring that the required IT technical and service facilities (including
computing systems, network infrastructure, data repositories, applications, telecommunications,
environment, technical support, and service desk) can be resumed within required, and agreed, business
levels.
3.4 IT S E RVI C E C O N T I NU I T Y M A N A GE ME N T A T T H E D I VI S I O N O F S T U DE N T A FFA I RS &
E N RO L L ME N T S E RVI C E S
The Student Affairs IT Services Continuity Management Plan is modeled after the University of Houston
Information Technology service continuity plan that covers University-at-large IT assets and services. The
DSAES plan is focused on the continuity of IT assets controlled by the DSAES and not those managed or
owned by other divisions or the University itself.
A copy of the DSA IT Service Continuity Plan is included as Appendix C.
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S E CT ION 4: R E SOU R CE M AN AGE ME NT
4.1 R E S O U RC E M A N A GE ME N T -O VE RVI E W
In an effort to achieve optimal efficiency and effective use of our computing resources, the DSAES
considered each of the following practice areas.
4.2. Lifecycle Management
•
Software Management
•
Hardware Management
4.3. Connecting Devices to the UH Network
4.4. Data Backup and Record Retention
•
Backing up and Recovering Data
•
Managing Record Retention
4.5. Education and Training
•
Training on the use of hardware and software
•
Educating on the appropriate use of computing resources
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4.2 L I FE C Y C L E M A N A GE ME N T
4.2.1. SOFTWARE MANAGEMENT
a.
Software Acquisition
All software purchases are centralized and go through the SAITS .Software is purchased in accordance
with University MAPP purchasing procedures through business services. Software is reviewed regularly
by SAITS to ensure it is current and meeting the goals of the division. The SAITS personnel (technology
manager and information security officer) have p-card authority to purchase IT equipment and
software. Most transactions are done with p-card and only if the amount is over $5,000 is handled
through a purchase order.
b. Software Maintenance (License Management)
The SAITS department maintains software licenses and is responsible for property management of the
software. SAITS installs and verifies proper installation and operation. DSAES staff primarily use
software installed under the University site license. Individual software licenses (specialized) are also
maintained by the SAITS and renewed as needed.
c.
Software Inventory (MAPP 03.03.03)
SAITS maintains the inventory of licenses in a local spreadsheet accessed only by UIT. All software
purchases are centralized and are requested through the SAITS department. Software inventory is
kept up-to-date by SAITS in a spreadsheet maintained by both the SAITS manager and the ISO. An
annual practice of software inventory will be implemented by the Division in the near future. In
addition, the division is implementing the Microsoft client management solution System Center
Configuration Manager in collaboration with UIT, which will produce a software inventory of all the
machines in the Division.
d. Software Disposal (MAPP 03.03.05)
Most software is downloaded from vendors’ sites or through the UIT software site. Software is copied
to digital media and shared drives when is used for installation purposes. If the software is outdated or
no longer needed, the folder in the shared drive is deleted.
If the media (CD/DVD) exists and the software is outdated or no longer needed, the CDs or DVDs are
shredded or disposed. If the software can still be used, it is occasionally given away to staff, licensee
agreement permitting, and is removed from the software inventory.
4.2.2.
a.
HARDWARE MANAGEMENT
Hardware Acquisition
All hardware purchases are centralized and go through the SAITS Department.
Purchases are made in accordance with University MAPP guidelines. New staff is provided with
standardized technology used by the division, which is based on their job requirements. Most
desktop hardware is Dell; these are purchased through the University purchasing site and DIR
vendors when possible.
i. Digital Tablet Acquisition
All digital tablet purchases must be approved by the SAITS department and each
department’s appropriate Assistant Vice President. The use of this equipment is
restricted to specific department use only. All tablet purchases are funded solely by the
requesting department. All maintenance, including required software updates, are
managed by department.
b. Hardware Replacement Cycle
DSAES has a 4-year replacement lifecycle. Budget is allocated accordingly, and equipment is replaced
following a cascading replacement plan.
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c.
Hardware Inventory
SAITS conducts a yearly inventory of all UH tagged hardware. This inventory is performed in
accordance with University Property Management directives and protocol. All desktops come pretagged from Dell. Portable equipment (laptops and handhelds), even when below the university price
threshold, are tagged by SAITS. There are several property custodians of IT assets in the Division.
d. Disposing Hardware
DSAES department’s disposal of inventoried equipment follows MAPP and University Property
Management policies. SAITS directs staff to comply with MAPP 10.05.03 to ensure all sensitive data is
stored and protected appropriately. When disposing desktops and laptops, hard drives are subject to
industry-grade data wiping software prior to being sent to UH property management.
Non-inventoried/non-tagged hardware and furniture are disposed of using University Property
Management or recycled.
4.3 C O N N E C T I N G D E VI C E S T O T HE UH N E T WO RK
SAITS requests that staff and student organizations consult with SAITS prior to connecting any device to
the UH network either through a wired, wireless, or tunneled (i.e. VPN) connection. SAITS recommends
staff and student organizations use the UHSecure wireless network rather than UHWireless when
connecting to the UH wireless network.
4.4 D A T A BA C K U P A N D R E C O RDS RE TE N T IO N
SAITS encourages staff to store data that needs to be backed up in the shared drives physically located at
the UH Computing Center. Server backups of shared drives are done by UIT following centralized
practices. Desktops/laptops belonging to director and executives are backed up using TSM services.
4.5 E D U C A T I O N A ND T RA I N I N G
SAITS provides technology training to staff, as needed.
The SAITS group maintains technology knowledge and skill through attendance at UIT sponsored training
sessions, technology partner program workshops, and attendance at local, regional and/or IT Professional
conferences.
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S E CT ION 5: R E SOU R CE S E CU R IT Y
5.1 O VE RVI E W
Resource security pertains to minimizing security vulnerabilities and ensuring confidentiality, integrity, and
availability of information resources. To safeguard information assets, the DSAES follows these different
practices.
5.2 S E C U RI N G I N FO RMA T IO N
5.2.1 IDENTITY MANAGEMENT (MAPP 10.05.01)
Staff and student organizations use DSAES resources using their CougarNet login. All user accounts are
provisioned and managed using the University’s CougarNet Active Directory.
For those individuals needing access to DSAES resources who are not faculty, staff, or students, the
University’s person-of-interest (POI) procedure through PeopleSoft is used to provision a CougarNet
account.
Service accounts for printers are also provisioned in CougarNet and are granted least privilege whenever
possible.
The DSAES will be implementing a process for periodically changing local administrative/root account
passwords and service account passwords.
5.2.2 CONTROLLING ACCESS
TO
INFORMATION
Access to DSAES information is controlled primarily through DSAES file shares. The DSAES also uses
SharePoint for collaboration and sharing of information.
For data stored on faculty and staff workstations, that faculty or staff member also assumes the data
custodian role for that data and is responsible for taking due care in ensuring its security and backups. All
faculty and staff are advised to run Identity Finder on their respective machines to ensure that no
sensitive data is being stored on it. SAITS completed running Identity Finder on all DSAES machines in Fall
2013; an annual follow up process will be conducted in collaboration with UIT Security.
Most DSAES servers are managed by UIT personnel, and are located in the UH Data Center. Data backups
of DSAES servers located at the UH Data Center are under UIT’s responsibility, and covered by a service
level agreement (SLA).
5.2.3 ROTATING
AND
SEPARATING DUTIES
All day to day IT operations are currently managed by Lawrence Daniel, Director of Student Affairs IT
Services and Sam Nguyen, Manager of Division Info Services. DSAIT will work with UIT Security to ensure
processes for rotating and separating duties are put in place and documented in this IRM plan.
Last Reviewed: July 2014 (Version 1.1)
Page 18 of 24
5.2.4 REPORTING SECURITY VIOLATIONS
10.05.03)
AND
INCIDENT HANDLING (MAPP
Security incidents are reported by faculty/staff to the DSAES ISO. All security incidents, whether actual or
potential, are reported by the DSAES ISO to the DSAES IRM and UIT Security . The DSAES ISO works closely
with UIT Security to conduct an incident investigation.
The DSAES ISO follows all guidelines and recommendations provided in the MAPP 10.05.02 when
reporting security incidents.
5.3
S E C U RI N G D E S KT O PS A N D S E RVE RS
5.3.1. PHYSICAL SECURITY
Most servers are physically located at the UH Computing Center and follow the university physical
security guidelines of that space. There are currently six (6) servers not being hosted in the UH data
center, and are managed by the SAITS group; most of these are in the process of being retired.
For staff, workstation physical security is the responsibility of the staff to whom the equipment is
assigned. Laptops and AV equipment for departmental purposes are stored in a physically secured
location (locked) and is under the responsibility of the SAITS team.
5.3.2. MONITORING
THE
ENVIRONMENT
AND
ENSURING AVAILABILITY
For the servers located at the UH data center, server monitoring is performed by UIT ITAC on a 24x7 basis.
There are six (6) servers outside the UH data center, managed by SAITS, which are supported only during
regular business hours and only when incidents occur.
5.3.3. SECURITY PATCHING, CONFIGURATION,
Last Reviewed: July 2014 (Version 1.1)
AND
VIRUS/MALWARE PROTECTION
Page 19 of 24
All workstations have the latest McAfee enterprise version installed and auto updates are set on all
workstations.
5.3.4. SECURE CONFIGURATIONS
AND
SYSTEM PROVISIONING UPGRADING SYSTEM
In computer labs: Students do not have permission to install software in the computer lab machines. If the
machine is compromised (virus/malware), the image is reinstalled. Only the DSAIT Manager and the DSAIT
Assistant Manager for desktop support have access to administrator password in the machines, and can
install and restore applications.
Last Reviewed: July 2014 (Version 1.1)
Page 20 of 24
A PPE N D I X A: D EP A RT MEN TA L U N IT S PA RT O F DSAES A N D H E A DCO UNT S
1
2
3
4
DEPT
CODE
H0205
H0206
H0207
H0209
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
H0210
H0211
H0212
H0215
H0216
H0218
H0220
H0223
H0224
H0225
H0226
H0227
H0229
H0231
H0232
H0292
H0471
22
23
24
25
H0553
H0616
H0677
H0678
Note:
DEPARTMENT NAME
(*)
Office of the VP/VC for DSAES
(*)
Urban Experience VPSA
(*)
Student Health Center
Enrollment Management Services & Production
Support
Office of Admissions
Office of Registration and Academic Records
Office of Scholarships and Financial Aid
University Career Services(*)
Center For Students with Disabilities(*)
(*)
Veteran Services
Counseling and Psychological Services(*)
(*)
Dean of Students
Center for Student Involvement(*)
Campus Recreation(*)
(*)
Center for Student Media
(*)
University Centers
(*)
Children’s Learning Center
Student Housing – Residential
Religion Center(*)
(*)
Wellness Center
Enrollment Services Office of Student
Communications & Marketing
Center for Leadership and FSL(*)
Student Affairs IT Services(*)
LGBT Resource Center(*)
Women’s Resource Center(*)
Sub-Total only (*) DSAES Departments:
Total All DSAES Departments:
HEADCOUNT
FULL-TIME
7
1
29
27
HEADCOUNT
PART-TIME
1
16
6
0
41
41
44
10
7
3
19
8
6
17
5
25
31
34
1
3
7
32
4
12
11
5
0
1
2
46
254
22
41
51
217
6
7
12
3
8
1
2
186
380
4
0
2
0
475
752
(*)
The IT services and processes of these departments are included as part of this IRM plan. All
others excluded. Source: data extracted from PeopleSoft as of 1/27/2014.
Last Reviewed: July 2014 (Version 1.1)
Page 21 of 24
A PPE N D I X B: SAITS S ER VI CE C A T AL O G
IT SERVICE
Account and Access
Management
SERVICE PROVIDER
SAITS, UIT
Asset Management
(planning, lifecycle
replacement)
Backup Services
(servers, desktops)
SAITS
AUDIENCE
Staff, Student
Organizations, Vendors,
Guests
Staff, Student
Organizations
SAITS, UIT
Staff, Student
Organizations
SAITS, UIT
DSAES departments
SAITS
Students, Guests
Database Administration
SAITS
DSAES departments
Desktop/Client &
Printer Support
Digital Signage
SAITS
Staff, Student
Organizations
DSAES departments
Collaboration Services
(SharePoint)
Computer Labs
Directory Services
(LDAP, Active Directory)
Document Imaging
Email Services
(Exchange)
Emergency
Communications
Event Support
(special events)
File Shares
Hosted Services
(UH data center)
Mass Email
Communications
(Listserv, RightNow)
Security Risk and
Compliance
Server Administration
(local servers)
UIT
SAITS, UIT
Staff, Student
Organizations
SAITS, Xerox
Staff, Student
Organizations
Staff, Student
Organizations
Staff, Student
Organizations
Staff, Student
Organizations
Staff, Student
Organizations
Staff, Student
Organizations
Staff, Student
Organizations
SAITS, UIT
DPS, UIT
DSAESUC A/V
SAITS, UIT
UIT
SAITS, UIT
SAITS, UIT
DSAES departments, staff
SAITS
DSAES departments
DSAES Marketing
DSAES departments
Specialized Applications
SAITS, external
vendors
DSAES departments
Technology Consulting
SAITS
Technology Training
SAITS
Staff, Student
Organizations
Staff
Social Media
Last Reviewed: July 2014 (Version 1.1)
NOTES
Level 1 support: SAITS; level 2
support: UIT Support Center
SAITS responsible for asset
management for all units except
Enrollment Services and SHRL
SAITS responsible for backups of
desktops and local servers; UIT
responsible for backups of servers
located in the UH data center
Level 1 support: SAITS; level 2
support: UIT Web Services
Labs with few workstations located in
Campus Recreation, Students with
Disabilities, and Career Services
Several local databases (MySQL) used
for DSAES Web applications, Career
Services, Campus Recreation, CAPS,
and Health Center
SAITS supports content and clients,
UIT supports digital signage servers
SAITS has OU admin rights to Active
Directory. UIT Enterprise Operating
Systems provides level 2 support.
Level 1 support: SAITS; level 2
support: UIT Support Center
DPS is the business owner, and UIT
support the technology service
UC A/V team managed by Cherryl
Grew-Grillen
Level 1 support: SAITS; level 2
support: UIT Enterprise Systems
Support provided by UIT enterprise
systems group
Level 1 support: SAITS; level 2
support: UIT Web Services
Few servers maintained locally,
including Career Services and Campus
Recreation (planned for retirement in
2014)
Several social media sites maintained
by DSAES Marketing group
Some applications maintained locally,
including Career Services and Campus
Recreation (planned for retirement in
2014), and CAPS – Titanium.
SAITS advises on IT procurements
For desktop/office applications only.
Page 22 of 24
IT SERVICE
SERVICE PROVIDER
AUDIENCE
Telephone Services
(long distance, fax)
Unified Communications
(Lync)
Video Conferencing
Web Publishing and
Design
UIT
Staff
UIT
Staff, Student
Organizations
DSAES departments, staff
DSAES departments
Wi-Fi
Wired Network
SAITS
SAITS, UIT
UIT Wireless Group
UIT Network
Operations
Last Reviewed: July 2014 (Version 1.1)
Staff, Student
Organizations
Staff, Student
Organizations
NOTES
Not frequently requested.
Division using Lync and CISCO phones
All web sites are maintained by the
SAITS Web team and most reside in
the CMS; UIT supports the CMS.
Work orders entered by the SAITS
department
Work orders entered by the SAITS
department
Page 23 of 24
A PPE N D I X C: DSAIT B USI NE SS C ON T IN UIT Y P L AN
(Separate document attached below)
Last Reviewed: July 2014 (Version 1.1)
Page 24 of 24
UNIVERSITY OF HOUSTON
University of Houston
Dean of Students Office - Continuity of Operations Plan
Dean ofMANAGEMENT
Students Office
EMERGENCY
Department/Unit
Developer PLANNING Revision Date
BUSINESS CONTINUITY
Plan Development
Kamran Riaz
October 26, 2012
Student Affairs
IT
Services
Name
Phone Number
Alt Phone Number
Head of Operations
Email address
Dr. William F. Munson
832-842-6183
832-453-1716
WMunson@uh.edu
A: Background Information for Emergency Planning
No one can predict when an emergency might happen or how severe it will be. It is prudent to plan
for one, especially since these plans can be applied to any major emergency that could threaten the
health and safety of the campus community or disrupt University programs and essential operations.
This plan should address any kind of emergency that is severe enough to impact the UTEP
community including an infectious disease epidemic, severe weather events, fires or explosions,
hazardous materials releases, extended power outages, floods, terrorism or mass casualty events.
BUSINESS CONTINUITY PLAN (BCP/COOP)
A. BUSINESS CONTINUITY PLAN (BCP)
To be better prepared, UH personnel and its programs may use this form to complete a Business
Continuity Plan (BCP) checklist - to describe how your program will operate during an
emergency and to recover afterwards to be fully operational.
B. DEPARTMENT OBJECTIVES
2014
Considering your unique mission, describe your teaching, research and/or service objectives:
1. Create and maintain an intellectual environment which supports the rights of University
community members to pursue their educational goals in a safe and orderly atmosphere
2. Reduce barriers to student success and persistence by providing information regarding UH
policies, procedures, programs, services, and current University events
3. Support academic success and encourage persistence by solving student problems; reduce
barriers to academic and personal success by providing, information, and referrals
4. Provide an opportunity for parents and family members of UH students to become connected
to the University
5. Support the success of commuter and transfer students through advocacy and programming
designed to enhance persistence and engagement.
Page 1
BUSINESS CONTINUITY PLAN (BCP/COOP)
A. BUSINESS CONTINUITY PLAN (BCP)
To be better prepared, UH personnel and its programs may use this form to complete a
Business Continuity Plan (BCP) checklist - to describe how your program will operate
during an emergency and to recover afterwards to be fully operational.
B. DEPARTMENT OBJECTIVES
Considering your unique mission, describe your teaching, research and/or service objectives:
Mission:
1. The Student Affairs IT Services department is committed to providing reliable support and
innovative technology solutions for department services, programs and resources that sustain an
environment dedicated to student success.
2. Working collaboratively, Student Affairs IT Services will maintain an efficient and proactive
information technology environment that provides seamless support, elevates staff productivity,
and supports Tier One programs, while seeking to contribute to increased student retention and
graduation rates.
Customer Service Considerations:
A. Establish an efficient, responsive, and customer service oriented IT department.
B. Maintain protocols related to day-to-day customer service needs
i. Maintain Department service email
ii. Maintain SAITS website
iii. Information Resource Management Guide to help establish IT policy and procedures
that are reflective of the SAITS mission and UIT policy and procedures
Fiscal Considerations:
1. Assess Student Affairs IT needs by department and develop a fiscally responsible budget
for FY14, FY15 and beyond.
2. Outline a priority list for software/ hardware replacement and upgrades for each
department
3. Based on job function and department specific need, establish standardized tiered
computer configurations (i.e. general, mid-level, advanced), which will assure that all
software and hardware are consistent.
4. Transfer all IT inventory to the SAITS department
Performance Consideration:
1. Establish evaluation and assessment measures that assist with the development of the SAITS
department.
2. Create a customer service assessment provide feedback on SAITS’ level of service, response to
specific IT needs, and suggested opportunities for growth.
3. Create performance development plans for all members of the SAITS team.
Page 2
Third Party Systems:
1. Provide support and assistance for third–party database procurement and system upgrades.
2. Work with departments that currently have third-party database services to outline function,
support, and current status as it relates to future usage (i.e. current satisfaction, contract length,
upgrade eligibility).
3. Ensure that SAITS staff members are involved with any new third-party database
implementation.
C. MORE INFORMATION REGARDING YOUR DEPARTMENT
Please note below information for your department’s contact.
Name
Phone Number
Primary Contact
Lawrence Daniel
Email address
lrdaniel@uh.edu
Dept. locations
University Center Bldg. 565
Office: 832-842-4845
Cell: 832-260-3141
Name
Phone Number
Secondary Contact
Sam T. Nguyen
Email address
email stnguyen@uh.edu
Dept. locations
University Center Bldg. 565
Third Contact
Le T. Nguyen
Office: 832-842-6170
Cell: 713-305-6448
Name
Phone Number
Email address
Office: 832-842-6173
Cell: 281-690-7054
email ltnguyen@Central.uh.edu
Dept. locations
University Center Bldg. 565
Fourth Contact
Kyle Stehling
Name
Phone Number
Email address
Office: 832-842-6171
Cell: 832-622-3880
email ksstehli@central.uh.edu
Dept. locations
University Center Bldg. 565
Campus Address
UC North 237
Campus Address
UC North 237
Campus Address
UC North 237
Campus Address
UC North 237
Page 3
Name
Fourth Contact
Phone Number
Renita Williams
Email address
Office: 713.743.6996
Cell: 713-252-0176
email rwillia7@central.uh.edu
Dept. locations
University Center Bldg. 565
Fifth Contact
Darryl Creeks
Name
Campus Address
UC North 237
Phone Number
Email address
Office: 713.743.5143
Cell: 713.412.1527
email drcreeks@Central.UH.EDU
Dept. locations
University Center Bldg. 565
Campus Address
UC North 237
Please indicate below the principle nature of your department’s operations (check all that apply):
 Instruction
 Student life support
 Laboratory research
 Research support
 Other research
 Facilities support
 Administration
 Other (describe):
________________________________
D . EMERGENCY ACCESS TO INFORMATION AND SYSTEMS
Is your essential data backed up regularly? Would the information be accessible if your
building was closed, or if the University network was down? If access to your
department’s information and systems is essential in an emergency, describe your
emergency access plan below.
This may include remote access (or authorization to allow remote access), contacting IT
support, Blackboard, off-site data backup, backup files on flash drives, hard copies, or
mobile device storage. All data must be protected in accordance with MAPP 10.05.03,
Data Classification and Protection. Identify what critical data and records are backed up,
whether the backup is stored on-site or off-site. Simulate a failure scenario that tests the
ability to recover “lost” critical data. Describe how your department will respond to the
destruction of critical data. If telecommuting is an option for one or more of your staff,
include the specifics to ensure compliance.
Page 4
•
Depending the job junctions, most of the computers are setup on TSM to back-up data
nightly. Majority of the office staffs are mapped to network shares on VM to save data.
All VM servers hosted at the Computing Center are based in room 210 which has
backup nightly.
• Servers are physically locating in the individual departments bellow which are being
phased out:
Service Type
Dept
Server Name
Service/Function
App
Campus Rec
crc-active
Class software - Active Network
Core
CAPS
Caps-publicweb
Web Server (department website,
client survey(s), registration pages)
Specialized
CAPS
TitaniumApp
Titanium Schedule application
Specialized
CAPS
Titanium510
Database Server (SQL 2008 R2:
Titanium Schedule Database)
Specialized
Health Center
lmm34349
Medical Manager software
E . EMERGENCY COMMUNICATION SYSTEMS
All UH employees are responsible for keeping informed of emergencies by monitoring
news media reports, UH’s emergency website home page, email, and PIER alert
messages. To rapidly communicate with our staff in an emergency, we have prepared a
call tree.
Note: List multiple communication systems that can be used for backup, after hours,
when not on campus, or for other contingencies.
 Phone
 Email
 Text messaging
 Call tree
 UH web sites
 Pager
 Instant messaging
 Electronic Billboard UH radio station
 Other
Page 5
F . DEPARTMENT ESSENTIAL FUNCTIONS/PERSONNEL
List below your department’s functions that are essential to operational continuity and/or
recovery, and who is responsible for them. Make sure that alternates are sufficiently crosstrained to assume responsibilities.
Essential Function:
Student Affairs IT Services -Information Resource Manager
People Responsible
Primary
Lawrence Daniel
Alternate
Sam T. Nguyen
Second Alternate
Le Nguyen
Phone Numbers
832-842-4845
832-842-6170
832-842-6173
Essential Function:
Student Affairs IT Services -Technology Manager
People Responsible
Primary
Sam T. Nguyen
Alternate
Le Nguyen
Second Alternate
Lawrence Daniel
Phone Numbers
832-842-6170
832-842-6173
832-842-4845
Essential Function:
Student Affairs IT Services - Information Security Officer
People Responsible
Primary
Le Nguyen
Alternate
Lawrence Daniel
Second Alternate
Sam T. Nguyen
Phone Numbers
832-842-6173
832-842-4845
832-842-6170
Essential Function:
Student Affairs IT Services – Web Management
People Responsible
Primary
Kyle Stehling
Alternate
Renita Williams
Second Alternate
Darryl Creeks
Phone Numbers
832-842-6171
713-743-6996
713-743-5143
Essential Function:
Student Affairs IT Services – Servers / Databases Management
People Responsible
Primary
Eli Aaron
Alternate
Sam Nguyen
Second Alternate
Le Nguyen
Phone Numbers
832-842-4672
Office: 832-842-6170
Office: 832-842-6173
Page 6
G . YOUR DEPARTMENT’S LEADERSHIP SUCCESSION
List the people who can make operational decisions if the head of your department or unit is
absent. Review your department’s key personnel, team leaders, department heads and those
responsible for the above essential functions to identify your department’s Emergency
Business Continuity Plan.
Head of BCP
Name
Lawrence Daniel
Phone
832-842-4845
Alt Phone Number
832-260-3141
First Successor
Sam Nguyen
832-842-61710 713-305-4668
Second Successor
Le Nguyen
832-842-6193
281-690-7054
H. KEY INTERNAL (WITHIN UH) DEPENDENCIES
What are your department’s business interdependencies? What do you need from other
departments to perform critical functions? Which departments depend on you to perform
their critical functions? All UH departments rely: Payroll, Purchasing, Business & Finance,
Fire and Police, Human Resources and Plan Operations. List below the other products and
services upon which your department depends on and the internal UH departments or units
that provide them.
Dependency (product or service): Technology/Network Connections & Support
Provider (UH department):
IT (713-743-1411)
Dependency (product or service): UH DPS Police
Provider (UH department):
UH DPS Police 713-743-3333
Dependency (product or service): Building Facilities and Operations Safety
Building Facilities 713-743-4948
Provider (UH department):
Dependency (product or service): Fire Protection, Systems Monitoring, Emergency Notifications
UHDPS Fire Marshal's office at 713-743-1635
Provider (UH department):
Dependency (product or service): Distribution of Payroll, Checks, & Timesheets in a timely manner
Provider (UH department):
HRMS (Payroll) 713-743-4275
Dependency (product or service): Purchasing
Provider (UH department):
Accounts Payable 713-743-8721
I. KEY EXTERNAL DEPENDENCIES
Page 7
What are your department’s business interdependencies? What do you need from other
departments to perform critical functions? Which departments depend on you to perform their
critical functions? List below the products, services, suppliers and providers upon which your
department depends. We recommend that you encourage them to prepare continuity of
operations plan.
Student Conduct Data
Dependency (product or service)
Primary
Supplier/Provider
EMS Enterprise
Phone Numbers
800-288-4565
Alternate
None
Dependency (product or service)
Supplier/Provider
Primary
Dell Premier – Shawn Minix
Alternate
Beth Christofferson
Phone Numbers
800-274-7799 ext 5139394
512-513-9588
Dependency (product or service)
Primary
Supplier/Provider
Point and Click
Phone Numbers
781-328-0166
Alternate
Dependency (product or service)
Supplier/Provider
Primary
Procare Software
Phone Numbers
800-338-3884
Alternate
Dependency (product or service)
Primary
Supplier/Provider
Phone Numbers
Alternate
Room Viewer
512-943-9110
Dependency (product or service)
Supplier/Provider
Primary
Medical Manager
Phone Numbers
877-932-6301
Alternate
Dependency (product or service)
Primary
Supplier/Provider
Class
Phone Numbers
1-800-663-4991
Alternate
Dependency (product or service)
Primary
Alternate
Page 8
Supplier/Provider
Titanium Software Inc
Phone Numbers
281-443-3544
Dependency (product or service)
Supplier/Provider
Primary
SmartPublisher
Phone Numbers
503-288-7500
Alternate
Dependency (product or service)
Primary
Supplier/Provider
QuickBooks
Phone Numbers
800-434-6817
Alternate
N. DISATER RECOVERY STRATEGIES
Condition
Critical program space &
facilities are damaged or
not available
Critical equipment is
damaged or not available
Centrally provided power
becomes unavailable
Communications via
phone, fax, email, and
internet becomes
unavailable
Central Information
Systems are nonfunctional. Mission
critical data is not
unavailable
Local information systems
(LAN or desktops)
become non-functional
Staff is impacted by the
disaster and not available
to work
1 – 2 days
3 – 4 days
5 – 10 days
Would move to
another building.
Would move to
another building.
Would move to
another building.
Would move to
another building.
Borrow equipment
from another
area/department or
make purchases.
Borrow equipment
from another
area/department or
make purchases.
Borrow equipment
from another
area/department or
make purchases.
Borrow equipment
from another
area/department or
make purchases.
Would need to
procure a
generator or move
to another
building.
Utilize cell phones
and walkie talkies.
Would need to
procure a generator
or move to another
building.
Would need to
procure a
generator or move
to another
building.
Utilize cell phones
and walkie talkies.
Would need to
procure a generator
or move to another
building.
Would have to
work as
effectively as
possible.
Would have to
work as effectively
as possible.
Would have to
work as
effectively as
possible.
Would have to
work as effectively
as possible.
Would have to
work as
effectively as
possible.
Would have to
work as effectively
as possible.
Would have to
work as
effectively as
possible.
Would have to
work as effectively
as possible.
Hire temporary
staff and train
them as soon as
possible
Hire temporary
staff and train them
as soon as possible.
Hire temporary
staff and train
them as soon as
possible.
Hire temporary
staff and train them
as soon as possible.
Utilize cell phones
and walkie talkies.
11+ days
Comments
.
Utilize cell phones
and walkie talkies.
Page 9
Critical business partners
or vendors are unable to
provide goods or services
Borrow equipment
from another
area/department or
make purchases.
J. BCP SUBMISSION
Department Head(s)
Lawrence Daniel
Date submitted: June 20, 2014
Sam T. Nguyen
Date submitted: June 20, 2014
Borrow equipment
from another
area/department or
make purchases.
Borrow equipment
from another
area/department or
make purchases.
Borrow equipment
from another
area/department or
make purchases.
Title: Dir. Student Affairs IT Services and Special
Programs
Title: Division Information Services Manager
Rev/: 3.10.11
Page 10