ITO Core Services Catalog 2012
Information Technology Operations
Core Services Catalog
1
Introduction
Version 2.4 – Effective May 2012
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2012
ITO Core Services Catalog 2012
Table of Contents
Contents (click on each section/page number to go to that page)
Introduction to the Information Technology Operations Core Services Catalog ................................................. 4
Core Service Catalog — Glossary .......................................................................................................................... 5
SERVICE SPECIFICATION SHEET – HELP DESK SERVICES ........................................................................................ 9
Key Core Service: Incident Management, Service Request & Dispatch Services .......................................... 10
Key Core Service: Network ID Generation ..................................................................................................... 16
SERVICE SPECIFICATION SHEET – NETWORK INFRASTRUCTURE AND PRINTING SERVICES ............................... 19
Key Core Service: Network and Internet connectivity .................................................................................... 20
Key Core Service: Administrative Network Printing ....................................................................................... 23
SERVICE SPECIFICATION SHEET – TMCC SERVERS AND CENTRALIZED DATA STORAGE SERVICES ..................... 25
Key Core Service: Server Support.................................................................................................................... 26
Key Core Service: Centralized Data Storage, File Backups and Restores........................................................ 30
Key Core Service: Learning Management Systems ......................................................................................... 33
Key Core Service: Centralized Secure File Transfer (SFTP) servers ................................................................. 36
SERVICE SPECIFICATION SHEET – ACADEMIC LAB SERVICES .............................................................................. 39
Key Core Service: Academic Software Images and Licensing ........................................................................ 40
Key Core Service: Academic Computer Lab Set-up, Maintenance, & Replacement and General Access
Computer Lab Management ........................................................................................................................... 43
Key Core Service: Academic Computer Lab and Student Services Kiosk Printing .......................................... 47
Key Core Service: Student Network ID Management ..................................................................................... 49
Key Core Service: Student Print Voucher Management ................................................................................. 52
SERVICE SPECIFICATION SHEET – DESKTOP SERVICES ........................................................................................ 55
Key Core Service: Administrative Software Images ........................................................................................ 56
Key Core Service: Computer/Peripheral Standards, Set-ups and Replacement Rollouts and Moves............ 58
Key Core Service: Hardware Repair ................................................................................................................ 61
Key Core Service: Hardware Inventory ........................................................................................................... 63
Key Core Service: Administrative Software Purchasing ................................................................................. 65
SERVICE SPECIFICATION SHEET – SECURITY AND BUSINESS CONTINUITY ......................................................... 67
Key Core Service: Enterprise IT Security ......................................................................................................... 68
Key Core Service: Desktop IT Security............................................................................................................. 70
Key Core Service: Business Continuity and Disaster Recovery Planning ........................................................ 74
SERVICE SPECIFICATION SHEET – MESSAGING AND COLLABORATION SERVICES .......................................... 77
Key Core Service: E-mail / Calendaring / Collaboration Tools ........................................................................ 78
Key Core Service: Mobile Device Synchronization .......................................................................................... 81
SERVICE SPECIFICATION SHEET – TELEPHONY SERVICES .................................................................................... 83
Key Core Service: Telephony Services............................................................................................................. 84
Key Core Service: Cellular System and Service Acquisition and Management .............................................. 87
SERVICE SPECIFICATION SHEET – TELECOMMUNICATION PURCHASING SERVICES........................................... 89
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Key Core Service: Telecommunication Purchasing Services ........................................................................... 90
Appendix I, List of Supported Products – Effective: October 1, 2011 ................................................................ 92
Core Support: IT Operations is committed to providing advanced support for the products listed in this
section including installation, configuration, and basic use and troubleshooting. Core Support products
have the following characteristics: ............................................................................................................. 92
Hardware:........................................................................................................................................................ 92
Computers, notebooks and tablets:............................................................................................................ 92
Printers: ....................................................................................................................................................... 92
Mobile devices: ........................................................................................................................................... 92
Software: ......................................................................................................................................................... 92
Operating Systems: ..................................................................................................................................... 92
Applications: ................................................................................................................................................ 93
Limited Support ............................................................................................................................................... 93
Prohibited ........................................................................................................................................................ 94
Appendix II, Current Hardware Specifications - Effective: August 1, 2009 ....................................................... 95
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Table of Contents
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ITO Core Services Catalog 2012
Introduction to the Information Technology Operations Core Services
Catalog
Information Technology Operations (ITO) offers a number of computing services to our customers: Truckee
Meadows Community College (TMCC) students and student groups; academic and administrative faculty and
staff and their committees; as well as some limited services for non-TMCC groups (including Washoe County
School District).
This catalog identifies each of these services, lists the service description, Service Characteristics and Service
Level Objectives (i.e., target service estimates). It also identifies the customers of the service, business
processes enabled by the service, Customer Roles and responsibilities, and how to access the service.
This service catalog is the default, or base, service level agreement between ITO and the TMCC community,
and it will help you identify what service levels you can expect for a particular service or product. We
understand that some organizations or groups have different requirements for services or products and these
requirements will need to be negotiated, defined and signed-off in separate service level agreements
between ITO and the organization or group. If you do not have a specific service level agreement, the service
levels listed in the ITO Core Services Catalog will apply.
When you contact ITO for service, we will attempt to meet or exceed the target times estimated for the
various service levels. However, due to seasonal volumes (e.g. semester start-ups) or system wide outages,
we may not be able to perform the service required within these target estimates. During these times,
break/fix incidents take precedence over requests for new service.
This catalog will be updated on an annual basis with input from the TMCC community and consultation with
ITO, its business process partners (i.e., Information Technology Services), and its vendors. The related
appendices may be updated on a more frequent basis if required (e.g., hardware standard, etc.).
If you have any questions about the ITO Core Services Catalog, or if your organization requires a specialized
service level agreement, please contact the ITO Help Desk at 775-673-7800, extension 1.
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Core Service Catalog — Glossary
ITO Core Services Catalog 2012
Administrative
In terms of computing at ITO, this refers to the use of user account identification (ID) on office
computers (Not academic IDs in labs).
Academic
In terms of computing at ITO, this refers to the use of user account IDs on academic classroom or
student services computers (Not administrative user account IDs in offices).
Application
Application software is a subclass of computer software that employs the capabilities of a computer
directly to a task that the user wishes to perform. The Microsoft Office suite contains examples of
such software, which provides word processing, spreadsheet, small database and presentation
capabilities. The services associated with such applications are those of choosing, configuring,
upgrading, protecting, and troubleshooting.
Break/fix
When an error or problem (break) occurs on a system that was previously working, and a resolution
(fix) is applied to it to remedy the error or problem.
Client
Core
CoPs
In computing, a system that accesses remote services on another computer or server.
Central to the purpose of a department, and therefore is funded by its core budget.
Communities of Practice (CoPs) are groups that form to share what they know and to learn from each
other about some aspect of work.
Enterprise applications
These are the software programs used for many administrative purposes at ITO (e.g. the Citrix suite of
applications for Report Viewer, Timesheets and HR).
First Contact
This is the first actual dialogue between ITO and the customer, whether verbal or electronic
communication.
First-level support
Basic troubleshooting and resolution for common problems; this support is provided by staff in
various ITO groups along with those on the Help Desk. See Second-level support.
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Glossary
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ITO Core Services Catalog 2012
Help Desk
The central point of ITO contact where the TMCC community receives assistance. The Help Desk
tracks all contacts and provides initial assessment and possible resolution, or provides dispatch to
other ITO groups.
Image
A customized template or copy of how an operating system and software are configured on a
particular type of computer for our environment.
Intranet
An organization’s private internal network. At ITO, this contains information and applications for
internal use only (i.e.; It is not available to the general public).
Lab Monitor
ITO student employees who are responsible for monitoring problems in the ITO computer labs during
the evenings and weekends.
Maintenance event
A scheduled period of time during which systems and services may be unavailable for use. This helps
facilitate maintenance activities which require the system or service to be off-line.
Network
The physical structure that connects computers and allows them to communicate internally with
servers, printers and other devices, as well as externally to the Internet.
Network Access Security Application (NASA)
A TMCC intranet application that is used to request employee user account IDs for administrative
systems (It is not for academic student user account IDs, which are generated automatically).
Network drop
The wall outlet into which a cable is plugged to connect an individual (wired) computer to the
network.
PDA
Personal Digital Assistant. Small held-held device used to, check calendars, access email, etc.
Peripheral
A device that plugged in, or networked, to a computer, such as printers, scanners, CD Rom burners,
PDAs, etc.
Portal
A Portal is a web site that acts as a starting point for Internet users on the World Wide Web to find
web sites and information on the subjects they are interested in (e.g. MyTMCC is TMCC’s
administrative and student web portal).
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Glossary
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Re-image
The process of replacing the current image on a computer which might be corrupted or in line to be
upgraded to a newer version.
Resolution
A solution or fix for a computer error or fault.
Rollout
The process of deploying new computers to replace computers that have reached end-of-life.
Second-level support
Support provided when first-level support has not succeeded in resolving a complex problem. Staff
giving second-level support have experience with problems for the system in question. Occasionally,
extremely complex problems need to be escalated to third-level support.
Server(s)
The computers that control shared access to directories, files, applications, and resources (e.g.
printers) on a network.
Service catalog
The catalog of core services offered by ITO. This is the default service level agreement (SLA) for ITO.
Service level agreement (SLA)
An agreement between ITO and its customers defining the level of service provided to and the
responsibilities of the customer. At ITO, this is a special service level agreement for a group or
organization who require support which differs from that listed in the service catalogue.
Service specification sheet
A section of the service catalog that —
• details a particular service with its description, characteristics and objectives
• defines customers of the service
• states what business processes are enabled by the service
• states the Customer Role
• describes how to access the service
• identifies the author of the specification sheet; these are the individuals involved in the dayto-day implementation of the processes for the service
• identifies the owner of the specification sheet; these are the individuals involved in the
oversight of the implementation of the service
Syncing
The process of synchronizing data between two devices (i.e. syncing between the email server and a
PDA or mobile device).
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Glossary
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Third-level support
Advanced support for problems and issues not resolvable by first- or second-level support. The staff
providing third-level support are experienced analysts with the authority to ask vendors or other
service providers to share in the resolution of a problem if joint effort is necessary.
Troubleshooting
The process of working through a series of defined steps to isolate the cause of a particular problem.
Viruses
Small programs that can cause a variety of problems ranging from minor annoyances to full-blown
system crashes.
Wireless
Wireless networking allows you to connect to a local area network (LAN) without plugging into a
network drop. Wireless networking relies on low-powered radio waves to transmit data rather than
physical wires. In order to connect to a wireless network, a computer must be equipped with a
wireless network card.
Workaround
A temporary procedure that accomplishes what the malfunctioning feature or system should do while
the problem is being fixed (an example is using another printer while the one you normally use is
being repaired).
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Glossary
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SERVICE SPECIFICATION SHEET – HELP DESK SERVICES
Service name
General Service Description
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Help Desk Services
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Help Desk Services
To act as a single point of contact between the ITO
customers and ITO. To manage incidents, including
service requests, and to provide an interface to
other process activities such as change
management, problem management, configuration
management and service level management.
• Incident management, service request & dispatch
services
David Misner
Help Desk Coordinator, ITO
Susan Lundahl,
Computer Support Specialist, ITO
Thomas Dobbert
Technical Support Manager, ITO
October 2007
Annual
October 2011
As above
ITO Core Services Catalog 2012
Key Core Service: Incident Management, Service Request & Dispatch Services
Service Description
Single point of contact responsible for rapid restoration and service fulfillment related to information
technology (IT) related inquiries.
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Activities include:
• Receiving and recording of all inquiries from all ITO customers and capturing all relevant information
from the customer on the first contact.
• Providing an initial assessment and attempting first call resolution, if appropriate.
• Upon completion, promptly updating and closing incidents with full descriptions of incident resolution
and/or service delivery.
• Determining urgency and impact levels (prioritization) for an incident if it cannot be resolved during
initial contact to the Help Desk.
• Dispatching unresolved incidents to second- and/or third-level support, observing the ITO Support
Matrix.
• Routing service requests (requests for new work) to second- and/or third-level support.
• Updating the emergency messages on our phone system and Footprints web site to advise clients of
system outages, etc.
• Facilitating communication to clients regarding ITO advisories (e.g. scheduled maintenance and other
notices).
• Escalation of Break / Fix requests according to service levels.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours:
Academic year core hours (excluding holidays):
Mon — Fri: 8 a.m.—5 p.m.
Summer Months and Winter Break core hours
(June — August / December):
Mon — Fri: 8 a.m.—4:30 p.m.
Service is available to all TMCC Staff and Students.
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Service Level Objective
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ITO Core Services Catalog 2012
Service level targets:
Core TMCC Support:
•
•
First contact from Help Desk:
Severity 1 —2: upon discovery and verification of the service outage by ITO, immediate to 15
minutes via updated messages on the main Help Desk phone number during regular operating
hours.
Severity 3 — 6: within 2 hours via phone and 4 hours via e-mail, during regular operating
hours.
Troubleshooting / resolution* on a priority basis:
Severity 1 — TMCC or campus-wide or Building outage: 3 hours or less.
Severity 2 — Classroom or departmental / work group outage: 4 hours or less.
Severity 3 — Single client outage: 1 working day (to point of temporary or permanent
workaround).
Severity 4 — Single client has partial outage with workaround: 4 working days.
Severity 5 — Single client has minor problem: 5 working days.
Severity 6 — Service request for new work or submitted via self-service: scheduled as per
estimated service request turnaround times determined by the Help Desk at the time of the
request submission.
* Note — Troubleshooting and resolution will be coordinated by the Help Desk and dispatched
to the appropriate ITO group.
Limited Support:
• First contact from Help Desk within 1 working day.
• All further work will be estimated and scheduled as time permits.
No Support: No assistance available. However, the Help Desk may be able to direct you to other
resources.
Incident measurement:
90% customer satisfaction (where surveys are rated as “satisfactory” or “very satisfied”).
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Customers of this Service
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ITO Core Services Catalog 2012
Faculty and Staff:
All current TMCC faculty and staff are eligible for the following support:
• Requests for information.
• Client reported incidents (i.e., something is not working or behaving properly).
• Password resets/lockouts for all those with valid TMCC network accounts holders are eligible for
support. Register your current valid password at https://support.tmcc.edu and click on the password
reset button. Once your password is registered, then you will be able to reset your password without
requiring assistance from Help Desk staff. Otherwise, contact the Help Desk through the “How to
Access this Service.”
• Mobile device connection assistance to the wireless network.
o First follow instructions available at http://www.tmcc.edu/ito/faq/#Wireless.
o If further assistance is needed, an appointment may be made for direct hands-on assistance from
IT Operations staff by contacting helpdesk@tmcc.edu or calling 775-673-7800.
In addition, instructional staff members are eligible for the following support for computers in the labs and
lecture classrooms:
• Emergency Hotline
• Student Printing support
• Requests for software installations (via the software request form)
Furthermore, all administrative and instructional staff can receive the following support for computers in
their offices:
• Changes and resets for existing local Windows, administrative network, and Google Apps accounts.
• Full product assistance for Core TMCC Support products and limited product assistance for Limited
Support products (see Appendix I).
• Requests for cabling/network drops.
• Requests for new hardware set-up and configuration.
• Requests for equipment moves (assistance with disconnect and reconnect only).
• Requests for hardware service.
• Computer re-images, if other troubleshooting methods fail.
• Software installs (Core TMCC Support and Limited Support products only).
• Administrative rights to their computers (only instructional faculty when requested through their
department chair).
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Students:
All currently registered students are also eligible for the following lab support:
• Student printing support.
• Student Password Reset self-service support via the Student Self-Service Account Management web
page (https://webapps.tmcc.edu/selfservice).
• Student support from the Student Support Center Support via the
http://www.tmcc.edu/students/support/ web page.
• Mobile device connection assistance to the wireless network.
o First follow instructions available at http://www.tmcc.edu/ito/faq/#Wireless.
o If further assistance is needed, an appointment may be made for direct hands on assistance from
IT Operations staff by contacting studentsupport@tmcc.edu or calling 775-674-7576.
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Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
Not Included
• Training — contact the Office of Professional Development
• Support for computers not owned (or leased) by TMCC
• Non-supported products (see Appendix I)
• Personal home computing support
• Support for non-TMCC activities (e.g., games, personal business, etc.)
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Business processes enabled by this service
This service supports the process for managing technology-related inquiries for all ITO customers. This service
is critical as it:
• Provides a single point of contact for clients.
• Delivers responsive support to the college’s academic and administrative services.
• Supports changes across academic, administrative, technology and process boundaries.
Customer Role
Contact the Help Desk through the access methods listed in the “How to Access this Service” section below.
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Please have the following information available (as appropriate):
• Your TMCC network username.
• Your name, department and contact information (phone, office/lab location and e-mail).
• Location of the affected equipment.
• The TMCC asset number, serial, part number of the affected equipment.
Emergency Hotline:
This service is to be used only to report building or campus-wide outages of telephone, network, or computer
access. Do not use this service for any other calls.
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Customer Escalation:
This service should only be invoked under exceptional or unforeseen circumstances and enables a client to
increase the priority given to their incident request. All TMCC staff and faculty may request escalation of an
existing incident, with written or verbal approval from Management level staff, along with the business
reason justifying the need to escalate. Help Desk technicians will evaluate alternatives, and if none are
appropriate, the request will be escalated. Once the incident is escalated, the client will be contacted by the
Help Desk within four (4) working hours. The Technical Support Manager will be notified if the incident is not
resolved within the escalated time frame. The Executive Director, ITO, will be notified if the incident is not
resolved after three (3) business days. Note — routine Service Requests (e.g., computer moves,
hardware/software installations, new user account IDs) cannot be escalated.
How to Access this Service
All clients may access the Help Desk through the following methods:
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•
•
•
•
•
•
Phone: 775-673-7800 for faculty and staff.
o Press 1 to speak to a Help Desk representative (during operating hours).
o Press 2 to leave voicemail immediately.
o Press 9 for Emergency Hotline (see Emergency Hotline info below).
Phone: 775-674-7576 for students to access help from the online Student Support Center.
o Press 1 to speak to a Help Desk representative (during operating hours).
o Press 2 to leave voicemail immediately.
o Press 9 for Emergency Hotline (see Emergency Hotline info below).
Walk-in: Red Mountain 205.
E-mail: helpdesk@tmcc.edu
Web: Go to http://www.tmcc.edu/ito/helpdesk/ and then click on the “Contacting Us” link you prefer to
use (email or web contact) for faculty and staff support from the Help Desk. Alternatively, customers can
go to http://www.tmcc.edu/facstaff/ and click on the “Service Request” icon. Next click on the “ITO Help
Desk” icon. When the Service Request system page loads, click on “New Request.” This will log a service
request directly into ITO’s service request tracking system.
Web: Go to http://www.tmcc.edu/students/support/ and then click on the “Contacting Us” link you
prefer to use (email or web contact) for student support from the Student Support Center.
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Phone and walk-in traffic will be triaged and dispatched according to the urgency of the issue. Our staff will
answer voice mail within 2 working hours, and e-mail or web contact requests within 4 working hours. You
can reach the Emergency Hotline by calling the main Help Desk number and choosing option #9. Legitimate
calls to this line will be given priority over all other clients at the time of the call.
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Help Desk Services
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SERVICE SPECIFICATION SHEET – NETWORK ACCOUNT MANAGEMENT
Service name
General Service Description
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Network Account Management
To coordinate all activities related to
administrative network account creation,
management, modification and deletion.
• Computer ID generation to include but not
limited to: Network and Google Apps
Jeremy Deadmond,
Technical Support Supervisor, ITO
Ken Deboy,
Telephony Support Specialist, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Thomas Dobbert
Technical Support Manager, ITO
October 2007
Annual
October 2011
As above
Key Core Service: Network ID Generation
ITO Core Services Catalog 2012
Service Description
ID management for administrative accounts.
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Activities include:
• Receiving and recording of all ID requests.
• Manual creation of temporary IDs for external users (with TMCC sponsorship).
• Creation of the requested accounts with appropriate access levels.
• Installation of the requested accounts (Network, Google Apps, etc.)
• Advising the customer when the accounts have been created and providing ID and password
information.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon – Fri; 8:30 a.m. - 4:30 p.m.
Service is available to all TMCC staff and other authorized members of the TMCC community in line with their
Service Level Agreements or with a TMCC department’s sponsorship.
Service Level Objective
Service level target:
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IDs that are requested using the Network Access Security Application (NASA) are typically created within one
business day. Manual requests will have five (5) business days turnaround for account processing and
installation (if necessary) after the request arrives in ITO but this frequency may vary, depending on volume
of requests.
Instructor IDs - Once an instructor has a record created for them in the Human Resource
Management System network accounts will automatically be created for them in approximately 30
minutes. Once the instructor has a course assigned to them in the PeopleSoft Campus Solutions
system, they also will be able to access the Faculty Center within the my.tmcc.edu portal and TMCC
Learning Management Systems as needed.
Staff IDs - Once a staff member has a record created for them in the Human Resource Management
System network accounts will automatically be created for them in approximately 30 minutes.
Temporary IDs (External users) - Once the paperwork is completed by the ID requestor and the TMCC
sponsor and verified by ITO staff, there is a three working days turnaround for account processing.
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Staff ID Purge - All administrative and full-time instructional staff network accounts will be
immediately disabled at the effective date and time of the employee resignation or termination.
Adjunct faculty Purge - All adjunct (part-time) instructional staff network accounts will be
immediately disabled at the effective date and time of the employee resignation or termination; the
accounts will be deleted 14 months after that date.
Network File Purge - Departments must determine if and where network files are to be moved once a
user’s account has been deleted. Otherwise, network files will be deleted within 90 days after the
previous user’s network account has been deleted.
Customers of this Service
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Faculty and Staff:
All academic and administrative faculty and staff are eligible to apply for the following IDs (with appropriate
management authorization):
• Network (Administrative/office).
• Google Apps (Administrative/office).
• NSHE (Nevada System of Higher Education systems):
 Student Information System (SIS) - - archive access only.
 Advantage/Financial Data Warehouse (Financial).
 HRM (Human Resources).
 PeopleSoft Campus Solutions (CS) system.
• TMCC Crystal Reports.
• Singularity document imaging system.
Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
Not Included
• Academic (student) network accounts (which also include wireless access) which are automatically
generated.
• Training — contact the Office of Professional Development.
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Business Process Enabled by this Service
This service supports the process for managing administrative user account IDs for ITO customers.
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Customer Role
Fill out a request via the online ID request system (NASA) including the following information:
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•
•
•
•
The employee ID of the person who the account is requested for.
Their name and contact information (phone, campus, office location, etc.)
The accounts being requested (with justification where necessary).
The name of the person authorizing this request (from the list of authorized clients).
IDs that are requested using the Network Access Security Application (NASA) are typically created within one
business day. Manual requests will have five (5) business days turnaround for account processing and
installation (if necessary) after the request arrives in ITO but this frequency may vary, depending on volume
of requests. The five business days lead time starts from the point that the authorized request arrives in ITO.
All users of TMCC network accounts are required to adhere to the TMCC Telecommunications Use Policy
which outlines the ethical and legal use of information technology and services and follow the TMCC Network
Operational and Security procedures.
How to Access this Service
All TMCC staff may request new administrative network accounts through the TMCC online Network Access
Security Application system for themselves, or on behalf of other employees in their department. IDs may be
requested for a new employee who has not yet started working, as long as the employee number (provided
by Human Resources) is available.
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Tenants and other Non-TMCC staff (other TMCC community members) may request IDs by using a paper
version of the NASA form, available online from the TMCC web site or from the Help Desk. Approvals for
these accounts will occur through the sponsoring department.
Please note that Tenants and Non-TMCC staff may not be eligible for wireless access.
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SERVICE SPECIFICATION SHEET – NETWORK INFRASTRUCTURE AND
PRINTING SERVICES
Service name
Network Infrastructure and Printing
Services
General Service Description
To coordinate all activities related to network
infrastructure and administrative network printing
support.
• Network and Internet connectivity
• Administrative Network Printing
Randy Miller,
Network Manager, ITO
Tom Alexander,
Network Support Specialist, ITO
Louis Lawson,
Server Operations Supervisor, ITO
Victor Sanchez,
Server Administration Specialist, ITO
Jason Webb,
Server Administration Specialist, ITO
Jeremy Deadmond,
Technical Support Supervisor, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Randy Miller,
Network Manager, ITO
October 2007
Annual
July 2010
As above
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Network Infrastructure and Printing Services
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Key Core Service: Network and Internet connectivity
Service Description
Management of the physical and virtual network infrastructure.
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Activities include:
• Designing and maintaining all logical network structures to include physical (hard wired and wireless)
and virtual private networks.
• Installing and maintaining all network components (switches, routers, firewalls and wireless access
points).
• Installing and maintaining network management and packet analysis software.
• Maintaining campus cabling standards and physical cabling in cabling closets.
• Monitoring network traffic, events and failures using Network Management Software (NMS).
• Performing tuning on all network segments.
• Troubleshooting network failures and connectivity problems.
• Interfacing with external service providers (e.g., System Computing Services), external contractors,
and external entities.
• Coordinating and terminating new cabling requests.
• Specifying and coordinating cable plant installation.
• Activating network drops.
• Ensuring network security through the use of filters, access lists and firewall configuration.
• Planning for future capacity requirements or upgrades.
• Evaluating, recommending and purchasing of network and uninterruptible power supply (UPS)
equipment.
• Researching technological developments for networking.
• Network Disaster planning and recovery.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability:
24 X 7
Support Hours:
Mon – Fri; 8:30 a.m. — 5 p.m.
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Scheduled Maintenance event:
TMCC Web/Internet Access:
Every Saturday, 5 p.m. – 11:59 p.m.
Every Sunday, 12 a.m. (Midnight) — 6 a.m.
TMCC Internal network:
Every Saturday, 6 p.m. — 12 a.m. (Midnight)
Starting on the Monday before the scheduled Maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to all TMCC Staff and Students at TMCC-managed facilities.
Service Level Objective
Service level measurements:
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Internet availability
99%*
Internal network uptime
99%*
(includes wireless)
•
Note — The calculation of availability and uptime excludes the scheduled maintenance event.
Customers of this Service
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Students:
Students with valid network IDs can access the TMCC network and Internet in the ITO-supported labs on the
Dandini, IGT Applied Technology Center, Nell J. Redfield Performing Arts Center, High Tech Center at Redfield,
and Meadowood Center locations. They can also access the wireless hotspots on the Dandini, IGT Applied
Technology Center, High Tech Center at Redfield, and Meadowood Center locations.
Faculty and Staff:
Academic faculty can access the TMCC network and Internet at the instructor stations in the in the
ITO-supported labs on the Dandini, IGT Applied Technology Center, Nell J. Redfield Performing Arts Center,
High Tech Center at Redfield, and Meadowood Center locations.
All academic and administrative faculty and staff can access the TMCC network and Internet in staff offices
(equipped with live network drops) on the in the ITO-supported labs on the Dandini, IGT Applied Technology
Center, Nell J. Redfield Performing Arts Center, High Tech Center at Redfield, Meadowood Center, and
Regional Public Safety Training Center locations.
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Tenants and other non-TMCC groups:
Access to the TMCC network and the Internet will be provided as outlined in your Service Level Agreement.
The public can gain access to TMCC web-based services (i.e., registration, admissions application) from TMCC
Student Services kiosks.
Not Included
Network access to the general public from locations other than from the TMCC Library locations or TMCC
Student Services kiosks.
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Business Process Enabled by this Service
This service supports the network infrastructure for TMCC and provides connectivity to all ITO supported
systems. This service is critical as it:
• Links all the main TMCC locations together on the network.
• Provides network connectivity to labs and offices so that students and staff can access TMCC and
NSHE computing services.
• Connects TMCC with the Internet.
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Customer Role
Contact the Help Desk to report problems with network or Internet connectivity in labs or your office. Please
have the following information available (as appropriate):
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•
•
•
•
Your TMCC network user name.
Your name and contact information (phone, office/lab location and e-mail).
Location of the network outage or problem.
Drop number (located on wall plate).
How to Access this Service
The network may be accessed through any of several thousand network drops or the wireless network
installed throughout the main TMCC locations (Dandini, IGT Applied Technology Center, Nell J. Redfield
Performing Arts Center, High-Tech Center at Redfield, Meadowood Center, and Regional Public Safety
Training Center locations).
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Key Core Service: Administrative Network Printing
Service Description
Management of TMCC’s administrative network printing services.
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Activities include:
• Coordinating, consulting and assisting with other stakeholder college units on the planning,
acquisition, deployment and support levels for new network printing solutions (i.e.: Print Services,
Purchasing).
• Installing and setting up new network printers.
• Creating network print queues.
• Mapping users to network printer print queues.
• Troubleshooting printer connectivity, queue hardware problems through to resolution.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: 24 X 7
Support Hours:
Mon – Fri; 8 a.m. — 4:30 p.m.
Scheduled Maintenance event:
TMCC Internal network:
Every Weekday, 5:30 a.m. — 7:30 a.m.
Starting on the day before the scheduled Maintenance event, notices regarding downtimes will be
posted in Google Apps and on the Footprints Help Desk Self-Service web site, and given in a recorded
message on the Help Desk phone line (775-673-7800).
Service is available to all administrative clients accessing ITO managed network printers.
Customers of this Service
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Faculty and Staff:
Academic and administrative faculty and staff who print on the administrative printer network.
Tenants and other non-TMCC groups:
Support will be provided as defined in your Service Level Agreement.
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Not Included
• Local single user printers. (Local single user printers are covered under Desktop Services).
• Local shared or local network printers (peer-to-peer networking) – this is not allowed on the TMCC
network.
• Student Printing (Student printing is covered under Lab Services).
• Replacement of consumable items for administrative printers (paper or toner).
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Business Process Enabled by this Service
This service ensures the ability to print TMCC data on high speed printers in a variety of locations at all main
campuses.
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Customer Role
Contact the Help Desk to report problems with network printing. Please have the following information
available (as appropriate):
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•
•
•
•
Your employee name.
Your department and contact information (phone, office/lab location and e-mail).
The location, queue name, make and model of the printer.
Printing problem or symptoms experienced.
How to Access this Service
Administrative Network printers are located in various offices at all the main TMCC locations. Contact the
Help Desk if you require assistance locating the appropriate network printer for your area.
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If your department has a new administrative network printer to be installed, contact the Help Desk to
request this service.
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SERVICE SPECIFICATION SHEET – TMCC SERVERS AND CENTRALIZED
DATA STORAGE SERVICES
Service name
TMCC Servers and Centralized Data
Storage Services
General Service Description
To coordinate all activities related to centralized
enterprise server and data storage support.
• Enterprise Server support (including Linux,
Macintosh, Netware, Virtual Server, and Windows
environments)
• Central data storage, file backups and restores
• Learning Management System support
Louis Lawson,
Server Operations Supervisor, ITO
Victor Sanchez,
Server Administration Specialist, ITO
Jason Webb,
Server Administration Specialist, ITO
Louis Lawson,
Server Operations Supervisor, ITO
October 2007
Annual
July 2010
As above
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Key Core Service: Server Support
ITO Core Services Catalog 2012
Service Description
Management of TMCC’s production Linux, Macintosh, Virtual, and Windows server operating system
environments for all TMCC locations.
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Activities include:
• Determine whether requests for new servers are best provisioned using our virtual environment, or if
the request warrants physical, dedicated hardware.
• Maintain and manage virtual server environment.
• Installing new servers (Linux, Macintosh, Virtual, and Windows).
• Installing and maintaining racks, hardware and firmware associated with the above listed servers.
• Performing server operating system maintenance and upgrades.
• Designing and maintaining directory services (Microsoft Active Directory, Novell eDirectory).
• Designing and maintaining email and collaboration services (Novell Google Apps).
• Designing and maintaining authentication and access control services to these servers.
• Installing and maintaining server management software and monitoring server performance.
• Troubleshooting server problems and failures.
• Installing and maintaining server-side software for add-on server products.
• Installing and maintaining Linux systems for Anti-spam, Anti-virus, and Anti-spyware appliances.
• Installing and maintaining server-side printer support systems using Linux, Macintosh, Virtual, and
Windows queue volumes.
• Planning for future capacity requirements and upgrades, including the gathering of trend statistics for
growth analysis and look ahead to determine possible hardware upgrades (e.g., cpu, memory, disk,
and network).
• Server backups.
• Server security.
• Researching hardware and technological developments for servers.
• Management of third party/cloud hosted systems.
• Disaster planning and recovery for TMCC production servers.
• Consulting and assistance with purchases of new servers.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability:
24 X 7
Support Hours:
Mon —Fri; 6 a.m.—5 p.m.
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Scheduled Maintenance event:
ITO Core Services Catalog 2012
TMCC Web/Internet Access:
Every Saturday, 5 p.m. — 11:59 p.m.
Every Sunday, 12 a.m. (Midnight) — 6 a.m.
TMCC Internal network:
Every Weekday, 5:30 a.m. — 7:30 a.m.
Every Saturday, 6 p.m. — 12 a.m. (Midnight)
Starting on the Monday before the scheduled maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to the customers of servers managed by ITO as follows:
Level 1 Service — Full Server Support
ITO is responsible for full support of the server including: Connectivity to the TMCC network,
installation, licensing, patches and upgrades of the operating system and all applications, server
performance monitoring, and regularly scheduled backups.
Level 2 Service — Partial Server Support
ITO is responsible for partial support of the server including: Connectivity to the TMCC network,
installation, licensing, patches and upgrades of the operating system, server performance monitoring,
and regularly scheduled backups.
The customer’s department is responsible for licensing, installation, patches and upgrades of all
applications on the server.
Level 3 Service — Limited Server Support
ITO is only responsible for connectivity of the server to the TMCC network. Server will only be
monitored for network loading. The client department is responsible for the licensing, installation,
patches and upgrades of the operating system and all applications. Backups and restores are the
responsibility of the department to schedule and perform. Enterprise backup facilities may be used in
consultation with ITO staff.
Service Level Objective
Our target is to provide server availability as described below:
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Level 1 Service — Full Server Support:
Hardware, network, and application(s) availability (Linux, Macintosh, Virtual, and Windows) —
99%*
Level 2 Service — Partial Server Support:
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Hardware and network availability - 99%*
Level 3 Service — Limited Server Support:
Network availability - 99%*
(Subject to functional hardware and 0/S)
* Note — Calculation of availability excludes the scheduled maintenance event.
Customers of this Service
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Students:
All students with current TMCC network IDs have access to the academic servers. All current students with
active accounts have access to e-mail hosted by Google (Google Apps for Education).
Faculty and Staff:
All academic faculty and staff with current network IDs have access to the academic server (Level 1 service).
Academic and administrative faculty and staff have access to the administrative servers and to Citrix and Web
servers to access enterprise applications (Level 1 service).
Students, academic and administrative faculty and staff may have access to departmental servers subject to
Level 2 and 3 services, as outlined in Service Level Agreements with their departments and ITO.
Tenants and other non-TMCC groups:
Server access will be provided, with appropriate TMCC authorization, as outlined in your Service Level
Agreement.
Not Included
Servers owned and fully supported by groups outside of ITO. (Servers owned by groups outside of ITO but
supported by ITO [e.g., Computer Technologies, Math and Physics departments, etc.] will be covered under a
separate Service Level Agreement.)
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Business Process Enabled by this Service
This service provides access to the various academic, administrative, and enterprise servers that facilitate
teaching and business activities.
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Customer Role
Contact the Help Desk to report problems with server connectivity in labs or your office.
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Please have the following information available (as appropriate):
• Your name, department and contact information (phone, office/lab location and e-mail).
• Name of the server or application you are trying to access.
All students and academic and administrative faculty and staff may report server connectivity problems
through the Help Desk.
How to Access this Service
All TMCC students and academic and administrative faculty and staff have access to the appropriate servers
through their user account IDs. Students and academic faculty and staff access Academic servers through the
TMCC computer labs, and academic and administrative faculty and staff access Administrative servers
through their office computers or remotely via virtual private networks.
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Departments that require support for Partial or Limited Server support should contact the Help Desk to
initiate a request for this service.
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Key Core Service: Centralized Data Storage, File Backups and Restores
Service Description
Management of TMCC’s network storage systems.
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Activities include:
• Installing and maintaining Storage Area Network (SAN), Network Access Storage (NAS), and other
Enterprise data storage.
• Planning and allocation of data in the SAN and other Enterprise data storage.
• Installing and maintaining physical connections from the servers to the SAN and other Enterprise data
storage.
• Planning, installing, maintaining, and allocating data on the SAN.
• Data storage quota management.
• Physical maintenance of the tape library.
• Installing and maintaining backup software.
• Performing scheduled data backups Linux, Macintosh, Netware, Open Enterprise, Virtual, and
Windows servers, using backup software.
• Performing emergency user file recovery for backups for Linux, Macintosh, Virtual, and Windows
servers, using backup software.
• Monitoring backup server performance.
• Monitoring the SAN and associated switches for traffic, events and failures.
• Troubleshooting problems and failures.
• Planning for future capacity requirements and upgrades.
• Disaster recovery planning.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours (excludes maintenance times):
Storage Area Network (SAN) / Backup software - 24 X 7
Data backup frequency (subject to scheduling changes): Linux, Macintosh, Virtual, and Windows
servers - Daily
File recovery: Mon—Fri; 8 a.m.—5 p.m.
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Scheduled Backup Server Maintenance times:
ITO Core Services Catalog 2012
TMCC Web/Internet Access:
Every Saturday; 5 p.m. — 11:59 p.m.
Every Sunday; 12 a.m. (Midnight) — 6 a.m.
TMCC Internal network:
Every Weekday; 5:30 a.m. — 7:30 a.m.
Every Saturday; 6 p.m. — 12 a.m. (Midnight)
Starting on the Monday before the scheduled Maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to the customers of the Linux, Macintosh, Virtual, and Windows servers managed by ITO.
Service Level Objective
Service level target:
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Data Backups Availability:
Virtual and Windows servers
Active files — All within 360 days (approximately 12 months) of the current date.
Deleted files — All within 180 days (approximately 6 months) of the current date.
Linux and Macintosh servers
Active files — All within 360 days (approximately 12 months) of the current date.
Deleted files — All within 180 days (approximately 6 months) of the current date.
File Recovery/Restoration Turnaround:
Low to medium complexity - 2 working days
High complexity - 5 working days
Customers of this Service
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Faculty and Staff:
Academic and administrative faculty and staff who store data on the administrative servers and clients who
access enterprise applications hosted on Linux, Macintosh, Virtual, or Windows servers.
Tenants and other non-TMCC groups:
Service will be provided, with appropriate TMCC authorization, as outlined in your Service Level Agreement.
Not Included
Centralized data backup for individual computers. Desktop support available via the Help Desk can be
contacted to assist with individual computer backups.
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Business Process Enabled by this Service
This service provides the ability to recover TMCC data used for administrative and instructional purposes.
Customer Role
Contact the Help Desk to request file restores. Please have the following information available (as
appropriate):
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• Your name, department and contact information (phone, office/lab location and e-mail).
• The full directory and file names of the data that you need restored.
• In certain instances, an administrator (i.e., department chair, director, dean or higher) may be
required to approve initiation of the file restore process.
How to Access this Service
All staff may request file restores through the Help Desk. Data restores for enterprise applications are
handled by departments that “own” the data and ITO. In certain instances, an administrator (i.e.,
department chair, director, dean or higher) may be required to approve initiation of the file restore process.
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Key Core Service: Learning Management Systems
Service Description
The following Learning Management Systems (LMS) are supported:
• Angel
• Moodle
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Activities include:
• Support of the server components of the LMS.
• Monitoring and maintaining the integrity of all related servers, including backups, anti-virus and
security.
• Upgrading servers to the newest versions of the LMS.
• Migration of the LMS and associated data to new hardware.
• Coordination of the installation of additional servers as required.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability: Service for the LMS servers will adhere to the guidelines set forth under the Server
Support Key Core Service as a Level one service with full server support.
Support Hours: Support hours for the LMS servers will adhere to the guidelines set forth under the Server
Support Key Core Service as a Level one service with full server support.
Scheduled Maintenance Window: The scheduled maintenance window for the LMS servers will adhere to the
guidelines set forth under the Server Support Key Core Service as a Level one service with full server support.
Service Level Objective
Service level measurements:
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Angel LMS uptime: 99.7%*
Moodle LMS uptime: 99.5%*
* Note — The calculation of availability and uptime excludes the scheduled maintenance window.
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Customers of this Service
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ITO Core Services Catalog 2012
Students:
• All students who are enrolled in courses that require Angel LMS or Moodle LMS will be issued
accounts for these systems.
• Students will access the Angel LMS or Moodle LMS from the TMCC WebCollege portal
(webcollege.tmcc.edu) using their school issued username and password.
Academic Faculty:
Academic faculty can receive the following support:
• Faculty who are teaching courses that require Angel LMS or Moodle LMS will be use their TMCC
issued account username and password for these systems.
• Faculty will access the Angel LMS or Moodle LMS from the Faculty and Staff web page or directly by
using angel.tmcc.edu or moodle.tmcc.edu using their school issued username and password.
Faculty, Staff, and Students:
• ITO’s direct customers are the TMCC WebCollege Department for the Angel LMS and Moodle LMS.
ITO acts like a service bureau, while the TMCC WebCollege Department provides direct support for
students and faculty. The TMCC WebCollege Department provides additional support to faculty in the
area of curriculum design with a focus on using these online tools.
Not Included
• ITO does not directly support students or faculty (This support comes from TMCC WebCollege for
Angel LMS or Moodle LMS for curriculum design assistance, training, or consulting).
• ITO does not support customers in the application and use of LMS tools. When they encounter issues,
they are expected to call the appropriate vendors for support.
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Business processes enabled by this service
This service supports the educational processes for curriculum delivery over the Internet.
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Customer Role
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Students:
• Students who are having difficulty with their Angel LMS or Moodle LMS accounts should contact
TMCC Student Support 1-775-674-7576 Option #3.
Academic Faculty:
• Academic faculty who are having difficulty with their Angel LMS or Moodle LMS accounts or who
require assistance with curriculum design for Angel LMS or Moodle LMS should contact TMCC
WebCollege at 775-673-7814 or http://www.tmcc.edu/webcollege/contact/.
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How to Access this Service
Students will be provided with access to the Angel LMS or Moodle LMS if they are required for the courses
that they are enrolled in. Students will access the Angel LMS or Moodle LMS from the TMCC WebCollege
(webcollege.tmcc.edu) using their school issued username and password.
Academic faculty who require assistance with curriculum design or use of curriculum management tools for
Angel LMS or Moodle LMS should contact TMCC WebCollege at 775-673-7814 or
http://www.tmcc.edu/webcollege/contact/.
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Key Core Service: Centralized Secure File Transfer (SFTP) servers
Service Description
Management of Secure File Transfer (SFTP) servers. Provide access for students and faculty to download and
upload files, whether onsite or offsite, with 1024-bit encryption. Specific activities include:
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•
•
•
•
•
•
•
Coordinating, consulting and assisting with other stakeholder college units on the planning and design
of the system.
Provide a single sign-on solution to the system, regardless if the end-user is onsite or offsite.
Installation and configuration of ITO and department file servers.
Maintain the server hardware and software updates. These are to include vendor specific upgrades
to their software an also installing security patches, on a monthly basis, for newly discovered security
holes.
Creating the SFTP hosts and syncing the user, student or faculty, to their perspective classes they need
access to.
Troubleshooting network, remote and local access to the system.
Creating folder structures on servers for student access to be locked down to their perspective folder
and allowing the faculty member full access to all student folders for each class they teach.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability: Service for the SFTP servers will adhere to the guidelines set forth under the Server
Support Key Core Service as a Level one service with full server support.
Support Hours: Support hours for the SFTP servers will adhere to the guidelines set forth under the Server
Support Key Core Service as a Level one service with full server support.
Scheduled Maintenance Window: The scheduled maintenance window for the SFTP servers will adhere to
the guidelines set forth under the Server Support Key Core Service as a Level one service with full server
support.
Service Level Objective
Service level measurements:
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SFTP server uptime: 99.7%*
* Note — The calculation of availability and uptime excludes the scheduled maintenance window.
Customers of this Service
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Students:
• All students who are enrolled in courses that require SFTP will be issued accounts for these systems.
• Students will access SFTP from a secure link provided by their instructor using their school issued
username and password.
Academic Faculty:
Academic faculty can receive the following support:
• Faculty who are teaching courses that require SFTP will use their TMCC issued account username and
password for managing these systems.
• Faculty will access SFTP from a secure link provided by ITO using their school issued username and
password.
Faculty, Staff, and Students:
ITO’s direct customers are the TMCC Computer Technology Department, the Graphic Communications
program and the Journalism program for the SFTP. ITO acts like a service bureau, while the individual
academic faculty of those programs and departments provide direct support for students and faculty.
Not Included
• ITO does not support customers in the use of the SFTP once the customer has logged in. When they
encounter issues, they are expected to call the appropriate faculty member for support.
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Business processes enabled by this service
This service supports the educational processes for curriculum delivery over the Internet.
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Customer Role
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Students:
• Students who are having difficulty with their SFTP accounts should contact TMCC Student Support 1775-674-7576 Option #3.
Academic Faculty:
• Inform ITO of upcoming classes. Provide ITO the course name, course number and section number.
Example- CIT 128 1001, CIT 128 1002. Note: this information should be relayed to ITO’s Help Desk
two weeks prior to classes in session. This will allow ITO time to confirm connection, synchronization
of student/faculty accounts, and to test the system for proper access and functionality.
• Monitor and maintain the data students have placed on the servers. This includes the need for the
faculty members to backup data if needed, purge all student content from the files servers once the
course has ended. This will allow for disk storage for next term students.
• Backup any data you may wish to keep. This can be stored to a CD/DVD or flash drive if needed. ITO
does not backup the data on these servers so it’s the responsibility of the faculty member to ensure
data is copied or backed up if needed for future use.
•
Confirm student accounts and file directory structure is available for the students.
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Academic faculty who are having difficulty with their SFTP accounts or who require assistance with SFTP
account management should contact TMCC WebCollege at 775-673-7814 or
http://www.tmcc.edu/webcollege/contact/.
How to Access this Service
Students will be provided with access to the SFTP if they are required for the courses that they are enrolled
in. Students will access the SFTP using their school issued username and password.
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Academic faculty who require assistance with SFTP management tools for should contact the Help Desk
(TMCC web site: click on the Help Desk link) dial 775-673-7800, press 1.
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SERVICE SPECIFICATION SHEET – ACADEMIC LAB SERVICES
Service name
General Service Description
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Academic Lab Services
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Academic Lab Services
To coordinate all activities related to academic
computing lab support.
• Academic software images and licensing
• Academic computer lab: set-ups, maintenance,
replacements, physical security
• Academic lab printing
• General Access Computer Lab (GACL) staffing
• Student ID Management
• Student Print Voucher management
Jeremy Deadmond,
Technical Support Supervisor, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Steve Malaglowicz,
Information Technology Technician, ITO
Bo Murdock,
Information Technology Professional, ITO
Margaret Ulleseit,
Administrative Assistant, ITO
Louis Lawson,
Server Operations Supervisor, ITO
Victor Sanchez,
Server Administration Specialist, ITO
Jason Webb,
Server Administration Specialist, ITO
Thomas Dobbert,
Technical Support Manager, ITO
October 2007
Annual
October 2011
As above
ITO Cores Services Catalog 2012
Key Core Service: Academic Software Images and Licensing
Service Description
Development of academic desktop images.
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Activities include:
• Developing and maintaining academic software image standards and creating images for all ITOsupported academic computers.
• Developing and maintaining base images for smart classrooms and mobile lab platforms.
• Installing applications as per installation guidelines or specific service level agreements.
• Testing images with Academic faculty.
• Updating images as appropriate within the software installation instruction guidelines.
• Troubleshooting application problems.
• Validating academic software installation requests.
• Verifying licensing for all software on the images.
• Maintaining software licensing compliance, including maintaining license database.
• Maintaining images on servers and maintain any necessary license metering services.
• Researching requirements for specialized software to successfully run in TMCC’s academic computing
environment.
• Liaising with non-ITO staff supporting departmental labs to inform them about image standards and
other related issues.
• Liaising with the Academic Technologies Committee to communicate and set direction for TMCC
academic computer labs and the academic computing environment.
• Maintaining the Academic Computing section of ITO website with timely and pertinent updates
regarding lab software, computer distribution, and general access lab hours of operation.
• Provision of software for special events.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon — Fri; 8 a.m.—4:30 p.m.
Service is available to all TMCC Academic faculty.
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Academic Lab Services
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Service Level Objective
Service level targets and deadlines:
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•
•
•
ITO Cores Services Catalog 2012
Base Lab Image: Available for the first week of each semester (Fall, Spring, as well as the first and
second Summer sessions. See the online Instructional Lab Software Installation Request form for
current dates the base image is available for testing.
Requests for software installs must be submitted online using the online Instructional Lab Software
Installation Request form. See the online Instructional Lab Software Installation Request form for
current dates the request must be submitted by.
Requests for software configuration: Software configuration requests are due on the dates indicated
on the college’s software request form available at
http://www.tmcc.edu/ito/academic/softwarerequest/
Customers of this Service
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Faculty and Staff:
All academic faculty and staff are eligible for the following image support for computers in their labs during
the timeframes listed above:
• Addition of new (licensed) software.
• Upgrades to existing software.
• Removal of old software.
• Operating system upgrades and other major changes are a joint decision between ITO and the
Academic Technologies Committee (These are typically completed annually during the summer).
• Advice on bulk TMCC or NSHE-wide licensing agreements.
Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
Not Included
• Training on the use of your software (faculty and staff training is available through coordination with
the Office of Professional Development for MS Office applications).
• Images for labs with unsupported hardware.
• Software that is no longer supported by the vendor.
• Software that is no longer supported by the operating system.
• Academic software support on administrative images.
• Academic computers not running Deep Freeze software.
• Beta software.
• Unlicensed products (including evaluation versions) on the images.
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Business Process Enabled by this Service
This service supports the process for providing academic computer images for TMCC computer labs. This
service is critical as it:
• Ensures that the software deployed is tested for the TMCC environment.
• Ensures that all software deployed by ITO on our academic images is properly licensed.
• Provides a consistent environment for students and Academic faculty.
• Allows for better support by ITO staff, as labs will be set up in a more efficient and consistent manner.
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Customer Role
Submit requests for new additions, changes or updates to software on base images via the online
Instructional Lab Software Installation Request form.
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• Academic faculty must provide proof of licensing (including # of licenses and expiration date) and
provide the installation media, serial numbers, product codes, and any other information required to
complete software installation for software not managed for TMCC by ITO at the time the request is
made (ITO will store a copy of the license and media).
• Academic faculty are encouraged to participate in installation and are required to test software on
the images prior to the start of the course and must sign off that the installation is complete and
correct before the start of the first class. The Instructor must provide detailed installation instructions
and options otherwise all default settings and options will be used.
• Software for special events must be requested 30 calendar days prior to the event to the Help Desk.
To report problems with existing academic images, contact the Help Desk or fill out a Lab fault report through
the Help Desk. Please have the following information available:
•
•
•
•
Your name, department and contact information (phone or TMCC email).
Location of this lab (building and room).
Workstation number (for example, RED-204-05).
Description of the problem / symptoms experienced.
Academic faculty or lab assistants can report problems with current images to the Help Desk. Students
should refer problems to Academic faculty or lab assistants.
How to Access this Service
Academic faculty can place requests for additions or changes to academic images through the Help Desk.
Additions of software must be accompanied by the submission of a valid online Instructional Lab Software
Installation Request form.
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Key Core Service: Academic Computer Lab Set-up, Maintenance, & Replacement and
General Access Computer Lab Management
Service Description
Computer Lab management:
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Activities include:
• Establishing and enforcing standards for new computer and peripheral acquisitions for the academic
computer academic computer labs.
• Designing and costing of new academic computer academic computer lab facilities.
• Scheduling replacement of academic computer academic computer lab equipment (lifecycle
replacement program).
• Managing and setting up academic computer labs (See Appendix II, Current Hardware Specifications
for minimum hardware requirements).
• Deploying and rebuilding software images on academic computer lab computers.
• Troubleshooting and maintenance/repair of academic computer lab computers.
• Troubleshooting/escalating academic computer lab audiovisual equipment problems to the
Information Technology Services Department’s Media Services unit.
• Providing academic general access computer lab, lab assistant services (nights and weekends).
• Escalating student computer abuse issues to the Associate Dean of Student Support Services.
• Providing academic computer lab orientations for academic faculty at new semester start-up.
• Establishing and maintaining physical security.
• Advising users of policy and academic computer lab-related information.
• Lab Assistant services as posted at http://www.tmcc.edu/ito/academic/labguidelines/
• If requested, ITO will image and lock one set of hard drives with the academic master image in
specialty classrooms.
3TU
U3T
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours (Note: Times and days can change from semester to semester):
Academic year - General Access Computer Lab (GACL) hours which include Lab Assistant Support:
Dandini campus:
Mon — Thurs: 9 a.m. — 10 p.m. (SIER 109)
Fri: 9 a.m. — 8 p.m. (SIER 109)
Mon — Thurs: 10 a.m. — 5 p.m. (SIER 103)
Saturday: 10 a.m. — 3 p.m. (SIER 109)
Sunday: Closed
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Meadowood Center:
Mon — Thurs: 10 a.m. — 6:00 p.m. (MDWS 124)
Fri: 10 a.m. — 2 p.m. (MDWS 124)
Saturday and Sunday: Closed
High Tech Center at Redfield (Note lab assistant services at this location are not provided by ITO):
Mon — Thurs: 7:30 a.m. — 8:00 p.m. (RC-B 100)
Fri: 8:00 a.m. — 3:00 p.m. (RC-B 100)
Saturday and Sunday: Closed
Note: TMCC does not have a General Access Computer Lab at the IGT Applied Technology Center.
However, students can use the computers in the TMCC library branch at that location. See library
web site at http://www.tmcc.edu/library/information/hours/ for hours of operation.
3TU
U3T
Summer Months and Winter Break academic computer lab hours: Summer and Winter break hours
along with any planned GACL closures can be found on our web site at
http://www.tmcc.edu/ito/academic/computerlabs/.
Academic year core support: all locations:
Academic year core hours (excluding holidays):
Mon — Fri: 8 a.m.—5 p.m.
Summer Months
(June — August / December):
Mon — Fri: 8 a.m.—4:30 p.m.
Winter Break:
(late December to mid-January) — Limited support.
Service Level Objective
Service level targets:
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• Software Image rebuilds on General Access academic computer labs:
o Prior to each Fall and Spring semester; other rebuilds are scheduled on an as needed basis.
• Software Image rebuilds on departmental academic computer labs:
o As scheduled with departmental representatives as needed.
• Max number of unavailable stations in an academic computer lab — maximum 10% of student
workstations per academic computer lab.
o (Assessment within 24 hours).
• New departmental academic computer lab setups — 3 months lead time.
o (After academic computer lab specifications have been approved by the Academic
Technologies Committee).
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Customers of this Service
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ITO Cores Services Catalog 2012
Students:
All students scheduled to use Information Technology Operations supported academic computer labs are
eligible for access to student workstations in academic computer labs.
Faculty and Staff:
All academic faculty scheduled to use Information Technology Operations supported academic computer labs
are eligible for support on instructor and student workstations.
Tenants and other non-TMCC groups:
Academic computer lab support will be provided as outlined in your Service Level Agreement.
Not Included
Support for departmental academic computer labs with non-supported hardware (See Appendix I).
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Business Process Enabled by this Service
This service supports the process for deploying, securing and supporting computers in academic computer
labs.
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Customer Role
Students and academic faculty and staff are responsible for:
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• Ensuring that academic computer lab equipment is used in an appropriate manner for educational
purposes.
• Adhere to the TMCC Telecommunications Use Policy and follow the Lab Use Guidelines
http://www.tmcc.edu/ito/academic/labguidelines/
• Reporting problems with academic computer lab equipment in a timely manner to the IT Operations
Help Desk by providing the following information:
o Your contact information
o Academic computer lab location (building and room number)
o Workstation number(s) of computer(s) affected
o Brief description of the symptoms or problem encountered
3TU
U3T
Regular Hours:
Students and academic and administrative faculty and staff may report computing problems experienced in
academic computer labs through the Help Desk (TMCC web site: click on the Help Desk link) dial 775-6737800, press 1).
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Evenings and Weekends:
Academic faculty and staff may also report printing or network problems to the respective site administrator
via telephone or email. If the problem is deemed to be service affecting for the entire facility, site managers
will contact IT Operations for emergency support.
How to Access this Service
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Computer academic computer labs are available on all of the main TMCC locations (Dandini, High Tech Center
at Redfield, IGT Applied Technology Center, Meadowood Center, and the Nell J. Redfield Performing Arts
Center. Please check posted hours for access outside of scheduled classes. Note that there is not a General
Access Computing Lab at the Nell J. Redfield Performing Arts Center.
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Key Core Service: Academic Computer Lab and Student Services Kiosk Printing
Service Description
Management of academic computer lab and student services kiosk printing services for students.
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Activities include:
• Capital equipment acquisition.
• Printer and computer setup and ongoing maintenance and troubleshooting.
• Consumable replacements (toner and paper) for printers supported by ITO. Specifically these are
contracted for support by a third-party company so all supported printers must be identified.
• Physical security of printers and computers.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Academic Computer Lab and Student Services Kiosk Printing Support Hours:
Technical support:
Mon — Fri: 8 a.m. — 5 p.m. (excluding posted holidays)
Lab Assistant support where staffed:
Dandini campus:
Mon — Thurs: 9 a.m. — 10 p.m. (SIER 109)
Fri: 9 a.m. — 8 p.m. (SIER 109)
Mon — Thurs: 10 a.m. — 5 p.m. (SIER 103)
Saturday: 10 a.m. — 3 p.m. (SIER 109)
Sunday: Closed
Meadowood Center:
Mon — Thurs: 10 a.m. — 6:00 p.m. (MDWS 124)
Fri: 10 a.m. — 2 p.m. (MDWS 124)
Saturday and Sunday: Closed
High Tech Center at Redfield (Note lab assistant services at this location are not provided by ITO):
Mon — Thurs: 7:30 a.m. — 8:00 p.m. (RC-B 100)
Fri: 8:00 a.m. — 3:00 p.m. (RC-B 100)
Saturday and Sunday: Closed
Note: Summer and Winter break hours along with any planned GACL closures can be found on our
web site at http://www.tmcc.edu/ito/academic/computerlabs/.
Service Level Objective
Service level targets:
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At least one printer per Academic Computer Lab and Student Services Kiosk location functional at all
times.
Customers of this Service
Academic and administrative faculty and staff may report printing problems with the student printing
facilities. Students should report problems to the academic faculty or staff or to the lab assistant.
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Not Included
Printing in non-IT Operations supported locations (i.e. local printers in departmental labs). Although
academic computer lab printer support is ITO’s responsibility, printers support is outsourced to a thirdparty company so all supported printers must be identified.
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Business Process Enabled by this Service
This service supports student printing for the labs.
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Customer Role
All student and academic and administrative faculty and staff may report Academic Computer Lab and
Student Services Kiosk printing problems to the Help Desk (TMCC web site: click on the Help Desk link) dial
775-673-7800, press 1).
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Please have the following information available (as appropriate):
• Your name and contact information (phone, office/lab location or email).
• Location of the printer and print station number.
• A general description of the fault or problem encountered.
Note: Report Student Printing problems in the Library (i.e. out of paper, etc.) to Library staff.
How to Access this Service
Printing is available at any of the Academic Computer Lab during periods monitored by academic faculty and
staff. Printing is also available at any of the General Access Computer Labs. Printing is available at any of the
Student Services kiosks for kiosk-related subjects.
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Key Core Service: Student Network ID Management
Service Description
Generation and management of student Network IDs:
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Activities include:
• Maintaining the system to automatically generate student network IDs.
• Manual creation of temporary IDs for external users (with TMCC sponsorship).
• Maintaining the academic network file system.
• Annual deletion of unused academic student accounts — August 1st yearly.
• Annual purge of academic student network file system — August 1st yearly; every 14 months for parttime adjunct faculty.
• Maintenance of login screens for academic computer labs and Student Services kiosks.
• Trouble shooting and/or recreating problem network IDs.
P
P
P
P
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Automatic ID creation:
24 x 7
Regular Support Hours:
Mon— Fri: 8 a.m.— 5:00 p.m.
Reporting ID problems outside of regular support hours:
•
Students who are having difficulty with existing IDs should contact the TMCC Student Support 1-775674-7576, Option #1.
Service is available to all active students. Academic and administrative faculty and staff may use this service
to request a temporary ID for external users.
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Service Level Objective
Service level measurements:
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ITO Cores Services Catalog 2012
Student IDs - Once a student has applied and received their admissions letter, network accounts will
be automatically created and ready for use in approximately 30 minutes.
Temporary IDs (External users) - Once the paperwork is completed by the ID requestor and the TMCC
sponsor and verified by ITO staff, there is a three working days turnaround for account processing.
Student ID Purge - All Student network accounts for students who are not registered for a course in
the Fall semester will be automatically purged starting in the first week of August in the following
year.
Administrative Network File Purge - Departments must determine if and where network files are to
be moved once a user’s account has been deleted. Otherwise, network files will be deleted within 90
days after the user’s network account has been deleted.
Customers of this Service
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Students:
All current enrolled students are entitled to a student network ID.
Tenants and other non-TMCC groups:
Student network access will be provided as outlined in your Service Level Agreement, with appropriate TMCC
authorization.
Outside individuals / organizations requiring temporary access to TMCC labs may apply through the TMCC
Scheduling Office using the Online Network Access System Application Form. The requests must have TMCC
sponsorship and will be reviewed by IT Operations to determine if the request can be processed.
Not Included
Network data storage for students.
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Business Process Enabled by this Service
This service supports the process for managing network user account IDs for IT Operations customers.
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Customer Role
Contact the TMCC Student Support 1-775-674-7576 Option #1 to:
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• Report problems with network IDs and/or passwords.
Contact the TMCC Help Desk at 673-7800 or helpdesk@tmcc.edu to:
•
Request a Temporary ID for an external user. This must first be coordinated through the TMCC
Scheduling Office.
Alternatively, customers can go to http://www.tmcc.edu/facstaff/ and click on the “Service Request”
icon. Next click on the “ITO Help Desk” icon. When the Service Request system page loads, click on
“New Request.” This will log a service request directly into ITO’s service request tracking system.
All users of TMCC network accounts are required to adhere to the TMCC Telecommunications Use Policy
which outlines the ethical and legal use of information technology and services and follow the TMCC Network
Operational and Security procedures.
How to Access this Service
Access to network accounts is through the TMCC network. All users may report problems with their network
IDs to the Help Desk.
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Key Core Service: Student Print Voucher Management
Service Description
Management of print voucher and print accounting services for students.
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Activities include:
• Generating student print vouchers for sell in the TMCC bookstore and in designated TMCC vending
machines.
• Print accounting system setup, account monitoring, and ongoing maintenance and troubleshooting
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Print Voucher and Print Accounting Services Support Hours:
Technical support:
Mon — Fri: 8 a.m. — 5 p.m. (excluding posted holidays)
Lab Assistant support where staffed:
Dandini campus:
Mon — Thurs: 9 a.m. — 10 p.m. (SIER 109)
Fri: 9 a.m. — 8 p.m. (SIER 109)
Mon — Thurs: 10 a.m. — 5 p.m. (SIER 103)
Saturday: 10 a.m. — 3 p.m. (SIER 109)
Sunday: Closed
Meadowood Center:
Mon — Thurs: 10 a.m. — 6:00 p.m. (MDWS 124)
Fri: 10 a.m. — 2 p.m. (MDWS 124)
Saturday and Sunday: Closed
High Tech Center at Redfield (Note lab assistant services at this location are not provided by ITO):
Mon — Thurs: 7:30 a.m. — 8:00 p.m. (RC-B 100)
Fri: 8:00 a.m. — 3:00 p.m. (RC-B 100)
Saturday and Sunday: Closed
Service Level Objective
Service level targets:
Designated vending machines and the bookstore are supplied with print vouchers. Print account
service requests are handled within three business days of receipt.
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Customers of this Service
Academic and administrative faculty and staff may report printing problems with the student printing
accounting services or print vouchers. Students should report problems to the academic faculty or staff, to
the lab assistant, or to the Online Student Support Center
(https://www.tmcc.edu/students/support/contact/index.asp).
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Not Included
Printing in non-TMCC supported locations (i.e. local printers in certain Workforce Development and
Continuing Education labs).
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Business Process Enabled by this Service
This service supports student printing for the labs.
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Customer Role
Students are responsible for replenishing their print accounts. If a faculty member has class assignments that
require a lot of printing, they can request printing limits be increased for their class. Submit a work request to
the Help Desk (http://www.tmcc.edu/ito/contact/) with the proposed increase, the course number and the
section number.
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All student and academic and administrative faculty and staff may report problems to the academic faculty
or staff, to the lab assistant, or to the Online Student Support Center
(https://www.tmcc.edu/students/support/contact/index.asp).
Please have the following information available (as appropriate):
• Your name and contact information (phone, office/lab location or email).
• Location of the printer.
• A general description of the fault or problem encountered.
How to Access this Service
Each registered student will receive a $10 print credit for each of the spring and fall semesters as well as for
the combined summer sessions. Students will then pay a ten cents ($0.10) per single sided or sixteen cents
($0.16) for two-sided printing, black and white on 8.5 X 11 inch pages at any of our computer access labs or
printer-enabled classrooms. All printing fees will be charged to the student's printing account. More funds
may be added to the student's account by purchasing a printing voucher from designated vending machines
or from the TMCC bookstore. Students may purchase these vouchers in one dollar ($1) and five dollars ($5)
increments and they are a one-time use voucher. The $5 voucher will be available at the Bookstore and
certain designated vending machines.
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All credit in student printing accounts will expire at the end of each semester (no refunds or roll-over credits).
Do not add more credit to your account than you plan on using for the semester or you will lose those funds.
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Overview of print voucher and print accounting services
•
The Print Accounting System provides information about the student’s print account balance, print job
history and environmental impact.
•
To log in to the system, students must use their TMCC account name and password.
•
Used for printing at all general access computer labs and print enabled classrooms.
•
Cost $0.10 per page single side $0.16 per page double-sided black and white.
•
Duplex printing (printing on both sides) is the default.
•
Single sided printing is available.
•
Tracks printing usage for all students.
•
Client software allows students to see the cost of their print job before printing.
•
All printing is charged to the student’s printing account.
•
More funds may be added to the student's account by purchasing a printing voucher from designated
vending machines or from the bookstore. Five dollar vouchers can be purchased from the bookstore or at
designated vending machines.
•
Students must log on to their printing account to view their printing account balance, the number of
pages printed, as well as when and where pages were printed, along with their printing environmental
impact.
•
Students must select the “Print Job Notification” button to confirm they want to send the print job to the
printer. It should be noted that a charge is not incurred by students until their print job has successfully
been processed by the printer. Although a job may have been authenticated by the user, it is only logged
as a valid charge when the printer completes the printout.
•
Faculty may submit a request to the Help Desk to increase printing limits for their classes, based on the
type of class. Historical usage patterns will be used to assist in determining printing limit increases.
Location of Print Voucher Vending Machines
• Red Mountain Building, Student Center Lobby
•
Sierra Building Lobby*
•
Vista Building Lobby
•
IGT Applied Technology Center Lobby
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•
High Tech Center at Redfield *
•
Meadowood Center
* $5 vouchers are available for purchase.
ITO Cores Services Catalog 2012
SERVICE SPECIFICATION SHEET – DESKTOP SERVICES
Service name
General Service Description
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Desktop Services
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Desktop Services
To coordinate all activities related to
administrative desktop support and hardware
management.
• Administrative software images and licensing
compliance
• Computer/peripheral standards
• New and replacement rollouts
• Hardware repair
Jeremy Deadmond,
Technical Support Supervisor, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Susan Lundahl,
Computer Support Specialist, ITO
Steve Malaglowicz,
Information Technology Technician, ITO
David Misner,
Information Technology Technician, ITO
Thomas Dobbert,
Technical Support Manager, ITO
October 2007
Annual
October 2011
As above
ITO Cores Services Catalog 2012
Key Core Service: Administrative Software Images
Service Description
Development of administrative desktop images.
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Activities include:
• Creation of images for academic and administrative faculty and staff Core TMCC office computers
(See Appendix I).
• Testing of images with TMCC enterprise applications and core supported products on Core TMCC
office computers.
• Verifying licensing for all software on the images.
• Releasing images for deployment.
• Maintenance of images.
• Testing of new software versions.
• Product evaluations.
• Maintenance of deployed software.
• Vendor liaison.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon — Fri; 8 a.m. — 4:30 p.m.
Service is available to all TMCC academic and administrative faculty and staff.
Service Level Objective
Service level targets:
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•
•
•
New images — 4 weeks lead time (upon receipt of hardware).
Changes to existing images — 2 weeks lead time.
Maintained image for each Core TMCC Support hardware platform, reviewed quarterly. (See
Appendix I).
Customers of this Service
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Faculty and Staff:
All academic and administrative faculty and staff are eligible for the following image support for Core
TMCC Support computers in their offices:
•
The image with the operating system that was current at the time of the hardware deployment
Tenants and other non-TMCC groups:
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Support will be provided as outlined in your Service Level Agreement.
Not Included
• Training for applications on these images — contact the Office of Professional Development.
• Images for Limited Support and Non-Supported hardware platforms (See Appendix I).
• Images for computers not owned (or leased) by TMCC.
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Business Process Enabled by this Service
This service supports the process for managing administrative computer images for IT Operations clients. This
service is critical as it:
• Ensures that the software deployed is tested for the TMCC environment.
• Ensures that all software deployed by IT Operations, on our standard images, is properly licensed.
• Allows for better support by IT Operations staff, as systems will be set-up in a consistent manner.
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Customer Role
Contact the Help Desk to report problems with your administrative image.
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Please have the following information available (as appropriate):
• Your name, department and contact information (phone and location of this computer).
• The operating system currently running on this computer.
• The make, model and serial numbers of the computer.
• Description of the symptoms experienced.
How to Access this Service
TMCC administrative/faculty office computers are automatically issued an administrative image upon
deployment by IT Operations.
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Key Core Service: Computer/Peripheral Standards, Set-ups and Replacement Rollouts
and Moves
Service Description
Computer deployment “rollout” services activities include:
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Standards:
• Evaluating new products.
• Establishing standards for new computer and peripheral acquisitions (See Appendix II).
Computer and/or Peripheral set-ups:
• Setting up Core TMCC Support computers, including notebooks, and peripheral devices (See
Appendix I).
• Configuring the new computer with the appropriate image.
• Set-up of user profile and other necessary accounts.
• Set-up of licensed (non-image) Microsoft and Adobe applications.
• Ensuring network connectivity.
• Installation of supported peripherals (See Appendix I).
Replacement Rollouts:
• Activities as described in Computer and/or Peripheral set-ups section above and:
• Management and setup of computer replacement rollouts and (if applicable) lease returns.
• Delivering the new computer / and reclaiming the old computer for either redistribution or
salvage.
• Assisting with local data backups (if requested).
• Reinstalling existing peripherals such as: CD Rom burners, scanners, PDA’s and local printers.
Re-imaging:
• Re-imaging Core TMCC Support computers when other troubleshooting methods fail (This is usually
through escalation by the Help Desk).
• Configuring the existing computer with the appropriate image.
• Reinstalling existing peripherals such as: CD Rom burners, scanners, PDA’s and local printers.
• Re-image of Core TMCC Support computers when associated user changes (i.e. reissued to a new
user).
Approved Computer Moves:
• Coordinating approved computer moves with Facilities Services and other ITO resources.
• Assisting where necessary, with disconnecting the computer, printers and peripherals at the old
location and reconnecting at the new location.
• Reestablishing/ensuring network connectivity.
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Service Characteristics
Ongoing service that is reviewed or revised annually.
ITO Cores Services Catalog 2012
Operating Hours: Mon — Fri: 8 a.m. — 4:30 p.m.
Service is available to all TMCC academic and administrative faculty and staff.
Service Level Objective
Service level targets:
• Standards review — quarterly
• Computer set-ups — Core TMCC Support - 10 day turn around
• Local printers — self serve setups only, however, ITO will provide troubleshooting assistance and - 2
week turn around
• Network printers — Core TMCC Support – 10 day turnaround
• Mobile device setups — Local installations and synchronization with the TMCC email system – 10 day
turn around
• Computer Replacement Rollouts — Currently 4 years but is depend on funding availability
• Re-imaging:
o System completely down: 1 business day
o Work around in place: 5 business days
o Client request (not break/fix): 10 business days
o Computer re-assignment (not break/fix): 10 business days
• Approved computer moves — Minimum 2 weeks lead time required to coordinate your move with
ITO (Scheduling will be based on VP approval and ITO staff availability)
Customers of this Service
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Faculty and Staff:
All academic and administrative faculty and staff at who have been assigned Core TMCC Support desktop or
notebook computers. (See Appendix I).
Tenants and other non-TMCC groups:
Computer set-ups will be provided as outlined in your Service Level Agreement.
Not Included
• Non-supported hardware or peripheral devices (See Appendix I).
• Equipment not purchased or belonging to TMCC.
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Business Process Enabled by this Service
This service supports the process for deploying computers to academic and administrative faculty and staff
for office use.
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Customer Role
ITO Cores Services Catalog 2012
Computer or Peripheral set-ups (customer purchased):
• Desktops — place request for service through the Help Desk. Allow 10 day turn around for set-up to
be completed. Computer should be delivered to the set-up location and secured until set-up. The
customer or a designate must be available on the scheduled set-up date to provide access to the
computer and office. All new computers ordered by departments directly must meet current ITO
standards (See Appendix II).
• Notebooks — Place request for service through the Help Desk and arrange for drop-off of the
notebook at IT Operations. Allow 10 day turn around for set-up to be completed. Customers will be
contacted when the notebook is ready for pickup. All new notebook computers ordered by
departments directly must meet current ITO standards (See Appendix II).
Computer Replacement Rollouts:
Departments will be contacted prior to rollout replacement. Customers will be expected to backup
local data from their hard drives prior to rollout. Customers must provide access to the computer
being replaced.
Approved Computer Moves:
• Customers are responsible for retrieving their department’s VP approval, then contacting Facilities
Services to request the physical move of computers.
• Contact the Help Desk to request IT Operations participation in your computer move. IT Operations
staff will provide instructions enabling customers to disconnect and reconnect their computers.
When necessary, ITO staff will assist with this. ITO is responsible for performing an inventory update.
Allow two weeks lead time to ensure that ITO staff will be available on the day of your move
(Scheduling subject to ITO staff availability).
How to Access this Service
All academic and administrative faculty and staff may request support for Computer/peripheral: set-ups,
moves, replacement rollouts / standards through the Help Desk.
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Key Core Service: Hardware Repair
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Service Description
Coordination of repair services for hardware under warranty and on-site repair services for non-warranty
hardware.
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Activities include:
• Initial troubleshooting and diagnosis of hardware fault.
• On-site repair of computers, where certified to do so, or coordination and dispatch to warranty or
other service provider.
• Printer maintenance and repair.
• Determining whether it is cost effective to repair non-warranty equipment.
• Ordering of parts.
• Coordination of loaner equipment, during the repair period, if required (Current loaner pool consists
of limited number of desktop computers, notebooks, and printers).
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon — Fri; 8:30 a.m.—4:30 p.m.
Service is available for all TMCC Core Support computers and peripherals. Parts and repair costs for limited
Support computers will be charged to the owner department. Misused or abused equipment will not be
covered under warranty and owner departments will be charged for repair costs.
Service Level Objective
Service level targets:
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Core TMCC Support:
Warranty work:
• IT Operations dispatched to warranty provider — 1 business day
• Warranty provider response to ITO — 1 business day
• Repairs subject to parts availability
Non-Warranty work:
• IT Operations response —2 business days
• Repairs subject to parts availability and severity level
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Limited Support:
Warranty work:
• IT Operations response based on staffing availability
• Warranty provider response — will coordinate support on behalf of customer within 1 week
• Repairs subject to parts availability
Non-Warranty work:
• IT Operations response based on staffing availability
• Repairs subject to parts availability
Customers of this Service
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Students:
Students may report hardware problems in the labs to Academic faculty or lab assistants.
Faculty and Staff:
Academic and administrative faculty and staff may report problems with their office computers or notebooks
or with computers or notebooks in academic labs.
Not Included
• Computers not owned or leased by TMCC.
• Any equipment not specified in Appendix I under Core TMCC Support and Limited Support.
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Business Process Enabled by this Service
This service supports the process ensuring that TMCC owned computers are repaired quickly and cost
effectively by trained technicians, to maximize the number of working computers in the labs and offices.
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Customer Role
Contact the Help Desk to access this service. Please have the following information available (as appropriate
and where possible):
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•
•
•
•
Your name and contact information (phone, office/lab location and e-mail).
Location of the affected equipment.
The serial number or part number of the affected equipment.
A general description of the fault or problem encountered.
Clients are responsible to arrange access to their office computers for IT Operations and/or warranty
providers. Failure to provide access may result in delayed service.
The customer will be responsible for all costs incurred for servicing hardware beyond warranty period, except
for Core TMCC Support leased computers within the lease period (May include both repair and parts costs).
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How to Access this Service
Contact the Help Desk for hardware repair support.
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Key Core Service: Hardware Inventory
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Service Description
Inventory collection of all TMCC asset computer hardware:
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Activities include:
• Collection of data and input into the database.
• Reconciliation of assets to location.
• Reporting to departments requiring inventory information.
• Providing inventory information to TMCC Police and Budget Office in the event of a theft.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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IT Operations will maintain an inventory of computer assets within the TMCC inventory system.
Current data collection includes, but is not limited to:
• Network printers.
• Desktop computers currently connected to the TMCC network.
• Notebook computers which have connected to the TMCC network within 60 days.
Service Level Objective
Service level targets:
Inventory collection:
• 90% of TMCC’s computer assets in the database.
Customers of this Service
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Faculty and Staff:
Departmental managers and designates may request inventory information for their departments. Access to
the inventory system will be granted upon authorization from the department senior manager, on an as
needed basis. TMCC Police may request inventory information for any TMCC leased or owned computers.
Not Included
Non-TMCC owned or leased computers.
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Business Process Enabled by this Service
This service supports the rollout process by identifying which hardware is nearing the end of its leasing period
and forecasting future computer equipment requirements. In the event that a computer is stolen, the
inventory information allows for accurate reporting to TMCC Police and the Budget Office for determining
insurance coverage. In addition, some TMCC software distribution is linked and electronically deployed
based on this hardware inventory.
Customer Role
Contact the Help Desk to:
• Request access to the ITO Inventory System.
• Request inventory reports.
• Request inventory information on stolen equipment.
• Submit changes to inventory information (computer moves, etc.).
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How to Access this Service
Departmental managers may request access to information on hardware inventory for their department,
through the Help Desk.
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Key Core Service: Administrative Software Purchasing
Service Description
Providing quotes and purchasing of administrative software licenses for all faculty and staff.
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Activities include:
• Receiving and recording of all requests for quotes and licenses.
• Creation of the requested quotes.
• Purchasing of the requested licenses.
• Advising the customer when the quotes have been created and providing invoice or confirmation email of purchase of software.
• Providing software for personal purchase.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon – Fri; 8:30 a.m. – 4:30 p.m.
Service is available to all TMCC academic and administrative faculty and staff as well as other authorized
members of the TMCC community in line with their Service Level Agreements or with a TMCC department’s
sponsorship.
Service Level Objective
Service level target:
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Requests will have five (5) business days turnaround for quotes and purchasing of software. Once this
process is completed either a manual installation of the software or an automated “push” of the software will
occur depending on the type of software requested. The manual installation requires a Help Desk service
request while an automated “push” is one (1) day turn around for installation.
Customers of this Service
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Faculty and Staff:
All academic and administrative faculty and staff are eligible.
Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
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Not Included
• Academic software for classrooms in handled by a separate request. See
http://www.tmcc.edu/ito/academic/softwarerequest/.
• Software maintenance renewal is a separate transaction that is typically done every one to two years.
Business Process Enabled by this Service
This service supports the process for managing software records for administrative users and computers.
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Customer Role
Send an e-mail to the Help Desk including the following information:
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• The software requested – the software version and the amount of licenses desired.
• Their name and contact information (phone, campus, office location, etc.).
• If for licensing (not just a quote) then a departmental DPO# will be needed to complete the purchase
of the software if under $2000.
• If the purchase is over $2000 then a requisition will be needed and the purchase order process will
take a bit longer since we cannot order electronically.
A variety of software is available for academic and administrative faculty and staff for purchase or free
download. See http://www.tmcc.edu/hr/benefits/it/ for software available under TMCC employee IT
benefits.
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How to Access this Service
Contact the Help Desk for software purchasing support, preferably via email. Alternatively, customers can go
to http://www.tmcc.edu/facstaff/ and click on the “Service Request” icon. Next click on the “ITO Help Desk”
icon. When the Service Request system page loads, click on “New Request”. This will log a service request
directly into ITO’s service request tracking system.
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SERVICE SPECIFICATION SHEET – SECURITY AND BUSINESS CONTINUITY
Service name
General Service Description
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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Security and Business Continuity
To coordinate all activities related to
administrative desktop support and hardware
management.
• Enterprise IT Security
• Desktop Security
• Business Continuity and Disaster Recovery
Planning
Thomas Alexander,
Network Support Specialist, ITO
Jeremy Deadmond,
Technical Support Supervisor, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Louis Lawson,
Server Operations Supervisor, ITO
Susan Lundahl,
Computer Support Specialist, ITO
Steve Malaglowicz,
Information Technology Technician, ITO
David Misner,
Information Technology Technician, ITO
Randy Miller,
Network Manager, ITO
Bo Murdock,
Computer Network Specialist, ITO
Victor Sanchez,
Server Administration Specialist, ITO
Jason Webb,
Server Administration Specialist, ITO
Christopher Winslow,
Executive Director, ITO
October 2007
Annual
October 2011
As above
Key Core Service: Enterprise IT Security
ITO Cores Services Catalog 2012
Service Description
Management of TMCC’s enterprise Information Technology (IT) security services.
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Activities include:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Developing and enforcing IT security related policies that encourage best security practices.
Creating and implementing procedures for responding to IT security incidents.
Evaluating security aspects of new technologies and define IT security requirements for implementation
at TMCC.
Identifying and evaluating current IT security trends and threats, and applying solutions for TMCC as
appropriate.
Developing and maintaining documentation and guidelines for securing servers and workstations at
TMCC.
Serving as the TMCC authority and central point of contact for IT security incidents.
Investigating and participating in solutions for IT security incidents at TMCC.
Investigating, implementing, and monitoring IT security tools for TMCC (including firewalls and intrusion
detection systems).
Monitoring IT security and audit logs on a regular basis and resolve risks as required.
Conducting reviews on a regular basis of IT security risks at the Institute and implement or recommend
changes as appropriate.
Providing consultation and risk analysis for new and existing systems, including cost, vulnerability and
solutions.
Developing, implementing and administering IT security training and awareness (especially for system
administrators).
Providing direction, guidance, and education to members of IT Operations and the TMCC community to
assure compliance with IT security standards and appropriate use policies.
Providing technical expertise in computer and network security.
Investigations of abuse of IT Policies and Procedures (Telecommunications Use, Network Operational and
Security, etc.).
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Operating Hours: Mon—Fri; 8 a.m.-5 p.m.
Service is available for policy violation and security incident investigation.
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Service Level Objective
Service level targets:
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Policy violation and security incidents will be investigated on a priority basis, dependent on severity and
threat level to TMCC.
Customers of this Service
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Faculty and Staff:
Executive offices of TMCC (President, Vice-President’s, Deans, and Directors) may request policy violation
investigations.
Network system administrators may request security incident investigations.
Not Included
Requests by individuals, other than those listed above.
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Business Process Enabled by this Service
This service supports the enabling of business at TMCC and reduces potential liability.
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Customer Role
Contact the Help Desk to report a computer security incident. Please have the following information
available (as appropriate):
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•
•
•
Your name, department and contact information.
The hostname and IP address of the computer (if known).
The date and time that the incident occurred.
Details of the incident.
How to Access this Service
All customers may report computer security incidents to the Help Desk.
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Key Core Service: Desktop IT Security
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Service Description
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Management of TMCC’s desktop security services. Activities include:
• Developing and implementing desktop security software standards for Administrative and Lab desktops,
including deployment of TMCC core and teaching applications.
• Testing, implementation, and deployment of desktop operating system upgrades and patches to
Administrative and Lab desktops.
• Ensuring that all Administrative and Lab desktops centrally authenticate prior to accessing any TMCC
computing service.
• Ensuring that all Administrative desktops are logging local desktop security information to a central
device.
• Ensuring that TMCC is current in virus detection software at the desktop for Administrative and Lab
computers.
• Monitoring the Virus Protection Server.
• Configuration of supported desktop firewalls.
• Updating, testing, and deploying of Anti-Virus Protection software. Updating, testing, and deploying of
Desktop Patch Management software. Making available the necessary tools and knowledge for the
detection and elimination of spyware (worms, trojans, malware, root kits, etc.) on Administrative, Lab
and Residence desktops.
• Setting up physical hardware security in labs.
• Access to appropriate TMCC resources — i.e. printing, network folders and files, Internet, email.
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Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability (virus control)
24 x 7
Service Availability for physical security, thefts, vandalism, desktop patch management, authentication and
security patches, etc:
Administrative computers:
Mon — Fri: 8 a.m.-4 p.m.
Lab computers
Academic year core hours (excluding holidays):
Mon — Fri: 8 a.m.—5 p.m.
Summer Months and Winter Break core hours
(June — August / December):
Mon — Fri: 8 a.m.—4:30 p.m.
Support Hours:
Administrative computers:
Mon — Fri: 7:30 a.m. — 5 p.m.
Lab computers
Academic year core hours (excluding holidays):
Mon — Fri: 8 a.m.—5 p.m.
Summer Months and Winter Break core hours
(June — August / December):
Mon — Fri: 8 a.m.—4:30 p.m.
Service is available to all TMCC faculty and staff for administrative computers and to all TMCC faculty, staff
and students for academic lab computers.
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Service Level Objective
Service level targets:
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• Virus control via centralized management system. Updates can be done via push or pull technology.
Minimize client downtime and safe-guarding data due to viruses. This service is available 24 X 7 but
support for the central system is only during support hours, as above. Access to the virus prevention
software for TMCC faculty and staff from a remote location (residence, etc.) is available through the
MyTMCC Faculty/Staff portal for Microsoft Windows operating systems. Contact the Help Desk for
access to Apple Macintosh virus prevention software.
• Spyware (worms, trojans, malware, root kits, etc.) — currently on a proactive basis via the SPAM
firewall and through the virus protection software or on a reactive basis via manual scanning. Rogue
spyware applications can send TMCC data to unauthorized locations, and use up our bandwidth.
Support available during support hours, as above.
• Authentication prior to any connection being established outside of TMCC to provide accountability.
This is required 24 X 7 with support available during core TMCC hours.
• Promote computer security by encouraging console locking via screensavers and physical security
where appropriate, for office, lab and remote access locations.
• To keep administrative machines patched to current levels. Support for the central system is only
during support hours, as above.
• All TMCC administrative machines have remote logging enabled to a central source. Support for the
central system is only during support hours, as above.
Desktop software and configuration is accomplished by using software images. Various settings are set on
master images and deployed uniformly across TMCC. Image changes are defined on the Service Specification
Sheet — Desktop Services
Customers of this Service
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Faculty and Staff:
The following services are available for academic and administrative faculty and staff on their office
computers:
• Automatic virus updating and scanning.
• Available operating system upgrades and patches.
• Automated software deployment from a centralized source.
The following services are available for academic and administrative faculty and staff in ITO supported labs:
• Automatic virus updating and scanning.
• Available operating system upgrades and patches.
• Physically secured equipment.
• Support for hardware and software abuse.
Tenants and other non-TMCC groups:
Access and support will be provided as outlined in your Service Level Agreement.
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Not Included
• TMCC owned computers not attached to the network.
• Non-TMCC computers attached to the TMCC network.
• Home computers.
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Business Process Enabled by this Service
This service supports the process to ensure that TMCC computers are able to run with minimum downtime
due to outside influence.
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This service is critical as it helps to:
• Prevent downtime due to physical abuse and/or policy abuse.
• Prevent data loss, due to virus’ and vulnerabilities in the operating systems.
• Provide the TMCC with accountability of authorized computer use.
Customer Role
All incidents of theft or vandalism of TMCC computer equipment should be reported to the TMCC Police first.
After the incident has been formally logged with the TMCC Police, you can contact the Help Desk for followup on procedures for replacement.
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Contact the Help Desk to report problems with viruses, and operating system upgrades and patches. Please
have the following information available (as appropriate):
• Your name, department and contact information (phone and location of this computer).
• For office computers: The TMCC asset identifier, make, model, and serial numbers of the computer (if
known).
• For lab computers: the building, the Lab Room number and Computer workstation Number
— i.e. Red Mountain building, RDMT 204, RED-204-01.
• The operating system currently running on this computer.
• Description of the symptoms experienced.
The customer may be required to initiate the download and installation of software, software patches or
service packs.
How to Access this Service
• All customers may access support for TMCC desktop security issues through the Help Desk. All
academic and administrative faculty and staff may download software from the TMCC provided web
link to install virus protection software on their home computer. Contact the Help Desk for
assistance.
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Key Core Service: Business Continuity and Disaster Recovery Planning
Service Description
Development and execution of Business Continuity plans to ensure continued delivery of IT services by IT
Operations.
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Activities include:
Service A:
Developing operational business processes and the physical supporting structure to ensure that all data
and equipment along with their associated IT functionality under the management of ITO will have
minimum service disruptions caused by natural and/or man-made disasters. It includes:
•
•
•
•
•
•
•
Identification of critical TMCC business processes supported directly or indirectly by IT Operations.
Identification of information technology support infrastructure for critical TMCC business processes.
Business impact analysis for information technology support infrastructure.
Risk management for information technology support infrastructure.
Design and execution of point solutions to address identified risks.
Development of Disaster Recovery Emergency procedures.
High level consultation for overall business continuity of critical ITO supported systems and processes.
Service B:
High level consulting, assessment, assistance, education, promotion and project management guidance at
departmental locations not under the direct supervision of IT Operations in order to achieve localized
Business Continuity Plan (BCP) and Disaster Recovery Emergency Procedures (DREP) objectives.
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Service Characteristics
Business Continuity and Disaster Recovery is a service offered under an overall consultation and approval
process with diverse management representatives across TMCC and ITO. No granular service is offered for
individual users, except data backup, which falls under Centralized Server and Backup Services (see section on
Central data storage, file backups and restores).
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Operating Hours:
Service A: 24 X 7
Service B: M—F; 8 a.m.—4 p.m.
Service availability:
Service A:
Is available to all customers receiving IT services related to all data, servers, IT functionality,
and network infrastructure under the management of IT Operations.
Service B:
Is available to all TMCC departments and business units with a need to develop and implement
localized BCP and DREP solutions.
Service Level Objective
Service level targets:
Service A availability:
Applies to all IT functionality, services and associated equipment under the management of
ITO during times officially declared as disaster events.
Note:
Maximum Tolerable Downtime (MTD), Recovery Time Objectives (RTO), and Recovery Point
Objectives (RPO) to be analyzed, negotiated, agreed and communicated as Business Continuity
and Disaster Recovery Project goals.
Service A availability metrics:
Logs and Records related to up-time for all services under the management of IT Operations.
Service B availability and metrics:
Consulting engagements of 15 hours or less for all departments and business units in need of a
localized BCP or DREP strategy and solution.
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Customers of this Service
Service A is intended to protect all computing activities of all TMCC students and academic and
administrative faculty and staff using IT services under the management of IT Operations.
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Faculty and Staff:
Service B is available to departments using IT services not under the management of IT Operations, or
departments that wish to improve their business continuity mechanisms beyond what is normally offered by
ITO, and will typically require separate budgeting and negotiating.
Tenants and other non-TMCC groups:
Service A, provided that data, resources, and functionality are already under the management of IT
Operations.
Not Included
Any IT service, resource or functionality not under the management of IT Operations, for any and all of
TMCC’s stakeholders, i.e.: TMCC High School, other private and public external institutions, and specialized
bodies or individuals associated with TMCC.
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Business Process Enabled by this Service
This service supports all TMCC activities (Academic and Administrative) based, derived, or supported by any
data, equipment or IT functionality under the management and service delivery of IT Operations.
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This service is critical as it allows TMCC, in times of events officially declared as disasters, to continue its
public mandate to deliver educational services and related administrative support services with minimal
disruption, and to be able to recover quickly to full service delivery under a managed and pre-approved
approach.
Customer Role
How to report a problem or request service:
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Service A: For major losses of service of any IT function delivered by IT Operations, and critical to your
department, or when observing and/or suspecting a high risk or vulnerable situation in any IT service
provided by IT Operations (estimated outage longer than 3 days), please contact the Help Desk to document
the problem and for a referral to the Business Continuity Team. Problems will be the analyzed under the BCP
and DREP methodology.
Service B: Please contact the Help Desk to request a referral to IT Operations when your department
requires localized BCP or DREP assistance.
How to Access this Service
In the case of an actual disaster of a critical system (estimated outage longer than 3 days), please
communicate immediately with the Executive Director, or Technical Support Manger of IT Operations, or any
ITO supervisor. For consulting type requests, contact the Help Desk.
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SERVICE SPECIFICATION SHEET – MESSAGING AND COLLABORATION SERVICES
Service name Messaging and Collaboration Services
General Service Description To coordinate all activities related to maintaining
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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the Messaging and Collaboration technological
infrastructure.
• E-Mail / Calendaring / Collaboration Tools
• PDA Synchronization
Jeremy Deadmond,
Technical Support Supervisor, ITO
Thomas Dobbert,
Technical Support Manager, ITO
Susan Lundahl,
Computer Support Specialist, ITO
Louis Lawson,
Server Operations Supervisor, ITO
Steve Malaglowicz,
Information Technology Technician, ITO
David Misner,
Information Technology Technician, ITO
Victor Sanchez,
Server Administration Specialist, ITO
Jason Webb,
Server Administration Specialist, ITO
Christopher Winslow,
Executive Director, ITO
October 2007
Annual
October 2011
As above
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Key Core Service: E-mail / Calendaring / Collaboration Tools
Service Description
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Support of the server and client software components for Listserv databases and administration of Google
Apps for Edu, including Mail, Calendar, Groups, and Sites.
Activities include:
• Monitor and maintain the integrity of Listserv software on all related servers.
• Monitor Google Apps for Edu including Mail, Calendar, Groups, and Sites.
• Deployment of software upgrades to servers and to the desktop where needed.
• Troubleshoot Google Apps for Edu issues.
• Analyze user requirements and recommend solutions.
• Investigate and recommend new technologies to address ongoing customer and TMCC requirements.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability:
All Servers: 7x24
Support Hours:
MON - FRI: 8 a.m.— 4:30 p.m.
Scheduled Maintenance Window:
ListServ Servers:
Every Saturday, 5 p.m. — 11:59 p.m.
Every Sunday; 12 a.m. (Midnight) — 6 a.m.
Starting on the Monday before the scheduled Maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to all TMCC academic and administrative faculty and staff.
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Service Level Objective
Service level measurements:
Google Apps Mail and Messenger Servers
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ListServ Server
ITO Cores Services Catalog 2012
99.9%*
99%*
* Note — The calculation of availability and uptime excludes the scheduled maintenance window.
Customers of this Service
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Faculty and Staff:
All academic and administrative faculty and staff are eligible for the following:
• Google Apps for Edu support.
• User Requirement Analysis and recommendations.
• Account maintenance.
Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
Not Included
• Training — contact the Office of Professional Development.
• Unsupported (non-core) or unlicensed products.
• Google Apps for Edu access from home. Home computers vary widely so it is extremely difficult to
provide more than cursory support. The preferred browser for accessing Google Apps for Edu is the
Google Chrome browser. Other browsers may not perform as expected.
• Student access (not including student employees). Student e-mail is available via the MyTMCC portal.
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Business processes enabled by this service
This service supports electronic communication via email, calendar, and collaboration processes for TMCC
academic and administrative faculty and staff.
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Customer Role
Contact the Help Desk to report problems with Google Apps for Edu accounts, access to the Google Apps for
Edu system, or access to the ListServ server.
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All users of TMCC Google Apps for Edu accounts are required to adhere to the TMCC Telecommunications
Use Policy which outlines the ethical and legal use of information technology and services and follow the
TMCC Network Operational and Security procedures. Each customer is responsible to manage their email
according by following the State of Nevada Email Policy published at
http://dmla.clan.lib.nv.us/docs/nsla/records/e_mail_policy.htm.
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Customers are expected to adhere to published procedures and product utilization recommendations from IT
Operations.
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How to Access this Service
New Google Apps for Edu accounts — see Computer ID Generation” in the Help Desk Services section.
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Google Apps for Edu can also be accessed anywhere (on or off campus) via the web from the TMCC
Faculty/Staff web page (http://www.tmcc.edu/facstaff) using any of the links under “Google Apps for
Education.”
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The Listserv can also be accessed anywhere (on or off campus) via the web using “Listserv (TMCC)” link from
the TMCC Faculty/Staff web page (http://www.tmcc.edu/facstaff).
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Key Core Service: Mobile Device Synchronization
Service Description
One PDA syncing service is supported: Google Apps for Edu allows synchronization of Google Apps for Edu to
approved PDAs, or Smartphones (See Appendix I), through a cradle, wired or wireless connection to the
Internet.
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Activities include:
•
•
•
•
•
•
Support and maintenance of the servers.
Support of client software components.
Evaluation and upgrades of syncing application software on the servers.
Creation and maintenance of the installation instructions for Google Apps for Edu installations.
Support for mobile device Google Apps for Edu syncing issues.
Evaluation of new mobile devices for Google Apps for Edu compatibility to make recommendations
for addition to the supported devices list.
Service Characteristics
Ongoing service that is reviewed or revised annually.
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Service Availability:
Google Apps email/chat:
Google Apps mobile device syncing:
7 x 24
7 x 24
Support Hours: Mon – Fri; 8 a.m.— 4:30 p.m.
Scheduled Maintenance Window:
Google Apps for Edu:
•
•
Daily, 5:30 a.m. to 7:30 a.m.
Every Saturday, 6 p.m. — 12 a.m. (Midnight)
Starting on the Monday before the scheduled Maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to all TMCC academic and administrative faculty and staff with the following caveat:
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Service Level Objective
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Service level measurement:
Google Apps for Edu systems
99.9%*
* Note — The calculation of availability and uptime excludes the scheduled maintenance window.
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Customers of this Service
Faculty and Staff:
All academic and administrative faculty and staff are eligible for the following:
• Synchronization of approved devices to Google Apps for Edu.
• Setup and basic configuration of mobile devices that synchronize to Google Apps for Edu.
• Troubleshooting of supported devices (See Appendix I).
Tenants and other non-TMCC groups:
Support will be provided as outlined in your Service Level Agreement.
Not Included
• Training — contact the Office of Professional Development.
• Unsupported (non-core) or unlicensed products.
• Training is Not Included; however an orientation on synchronizing mobile devices is provided by the
Desktop Services Support team (via the Help Desk) during initial installation or on request.
• Client access from home or remote locations.
• Student access.
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Business processes enabled by this service
This service supports mobile device syncing access to Google Apps for Edu for TMCC employees.
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Customer Role
Contact the Help Desk to report syncing problems to the Google Apps servers with approved mobile devices.
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How to Access this Service
Contact the Help Desk request assistance synchronizing an approved mobile device with Google Apps for Edu.
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SERVICE SPECIFICATION SHEET – TELEPHONY SERVICES
Service name Telephony Services
General Service Description To coordinate all activities related to maintaining
Key Core Services
Specification Sheet Service
Implementer(s)
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
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the Telephony technological infrastructure.
• PBX Maintenance
• Telephone Set Installation, Configuration and
Maintenance
• Voice Mail System Management
• Cellular Service Acquisition and Management
Jeremy Deadmond,
Technical Support Supervisor, ITO
Ken Deboy,
Telephony Support Specialist, ITO
Christopher Winslow,
Executive Director, ITO
October 2007
Annual
October 2011
As above
Key Core Service: Telephony Services
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Service Description
Management of the telephony infrastructure.
Activities include:
•
•
•
•
•
•
•
•
•
Installing and maintaining all PBX components.
Planning for future capacity requirements or upgrades.
Telephony Disaster planning and recovery.
Troubleshooting telephony failures and connectivity problems.
Activating telephony drops.
Building, activating, and managing voice mail system accounts.
Coordinating and terminating new cabling requests.
Installing and maintaining PBX management software.
Interfacing with external service providers (e.g., Aastra, Inc., Esnatech, Specialized Resources),
external contractors, and external entities.
• Maintaining telephony cabling in cabling closets.
• Provides business telephone, fax, voicemail, call tree, call logging, music on-hold, conference bridge,
and unified messaging services.
• Specifying and coordinating cable plant installation.
Service Characteristics
Ongoing service that is reviewed or revised annually.
Service Availability: 24 X 7
Support Hours: Mon – Fri; 8:30 a.m. — 5 p.m.
Scheduled Maintenance event:
TMCC PBX and Voice Mail system:
• Daily, 5:30 a.m. – 7:30 a.m.
• Every Saturday, 6 p.m. — 12 a.m. (Midnight)
Starting on the Monday before the scheduled Maintenance event, notices regarding downtimes will
be posted in Google Apps for the college community.
Service is available to all TMCC Students and academic and administrative faculty and staff at TMCC-managed
facilities.
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Service Level Objective
Service level measurement:
Telephone system availability
99%*
Voice mail system uptime
99%*
•
Note — The calculation of availability and uptime excludes the scheduled maintenance event.
Customers of this Service
Students, Faculty and Staff:
Students and academic and administrative faculty and staff can access the TMCC telephone system and
access dial tone for dialing internal or local numbers in the ITO-supported classrooms and hallway phones on
the Dandini, IGT Applied Technology Center, Nell J. Redfield Performing Arts Center, High Tech Center at
Redfield, and Meadowood Center locations.
Faculty and Staff:
All academic and administrative faculty and staff can access the TMCC telephone system and access dial tone
for dialing internal or local numbers in TMCC offices, in the ITO-supported classrooms and hallway phones on
the Dandini, IGT Applied Technology Center, Nell J. Redfield Performing Arts Center, High Tech Center at
Redfield, and Meadowood Center locations. Academic and administrative faculty and staff can make long
distance calls with a TMCC-provided personal identification number (PIN).
Tenants and other non-TMCC groups:
Access to the TMCC telephone system will be provided as outlined in your Service Level Agreement.
Not Included
Access to local telephone numbers for the general public from locations other than hallway phones or from
building receptionist areas.
Business Process Enabled by this Service
This service supports the telephony infrastructure for TMCC and provides connectivity to all TMCC supported
telephone systems. This service is critical as it:
• Links all the main TMCC locations together on the telephony PBX system.
• Provides telephony connectivity to classrooms and offices so that students and academic and
administrative faculty and staff can access TMCC telephony resources.
• Connects TMCC with the outside telephone services.
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Customer Role
Contact the Help Desk to order new service, make changes in service, or to report problems with telephone
connectivity in labs or your office. Please have the following information available (as appropriate):
• Your name and contact information (phone, office/lab location and e-mail).
• Location of the telephone outage or problem.
• Drop number (located on wall plate).
Do not move any telephone set or plug them into any wall faceplate without first coordinating the move and
connection with the Help Desk.
How to Access this Service
The telephone system may be accessed through any of several thousand telephone drops connected to an
approved TMCC PBX telephone set installed throughout the main TMCC locations (Dandini, EDSN IGT Applied
Technology Center, Nell J. Redfield Performing Arts Center, High Tech Center at Redfield, Meadowood
Center, and Regional Public Safety Training Center locations.). Information on telephone and voice mail
system features, instructions, and equipment can be found at http://www.tmcc.edu/ito/telephony/.
• To request a personal identification number (PIN) for making long-distance calls, contact Central
Services at 775-674-7561.
• To receive new service or a change in existing service, a Help Desk Request is needed. To determine
your needs, you may call our Help Desk at 673-7800. The TMCC building, room, phone jack number
(on the faceplate), and the account number to bill, all must be provided prior to the service taking
place. If clarifications are needed, our telephone technician will contact you directly. There will
normally be a standard 5-working-day turn around on most orders. If you are expecting a large move
or change please notify us in advance as soon as possible, minimum of 10 days.
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Key Core Service: Cellular System and Service Acquisition and Management
Service Description
Acquisition and management of the cell phone technology.
Activities include:
•
•
•
•
•
•
•
Coordinate the acquisition of cell phone technology (see Appendix I for supported service providers).
Cellular Service Acquisition and Management.
Initial troubleshooting and diagnosis of cell phone failures and connectivity problems.
Coordination of cell phone maintenance and repair.
Determining whether it is cost effective to repair non-warranty equipment.
Ordering of cell phone parts and accessories.
Coordination of loaner equipment, during the repair period, if required and available (Current loaner
pool consists of limited number of cell phones).
Service Characteristics
Ongoing service that is reviewed or revised annually.
Service Availability: 24 X 7
Support Hours: Mon – Fri; 8:30 a.m. — 4 p.m.
Scheduled Maintenance event: None
Service is available to all TMCC academic and administrative faculty and staff using TMCC-owned cell phones.
Service Level Objective
Service level measurement:
Cell Phone system availability
99%*
Customers of this Service
Faculty and Staff:
Service is available to all TMCC academic and administrative faculty and staff using TMCC-owned cell phones
who purchase cellular phones and service with TMCC authorized vendors.
Not Included
Access to cellular service using TMCC contracted vendors for tenants and other non-TMCC groups (e.g.,
Apprenticeship programs, TMCC High School, etc.).
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Business Process Enabled by this Service
This service supports wireless communication via cellular service provider networks over voice and where
provided over email, short message system (SMS - text calendar and collaboration processes for TMCC
academic and administrative faculty and staff to increase communication and collaboration among TMCC
academic and administrative faculty and staff, with suppliers, and with customers.
Customer Role
Contact the Help Desk to report problems with cellular service connectivity. Please have the following
information available (as appropriate):
• Your name and contact information (phone, office/lab location and e-mail).
• Location of the cellular service connectivity outage or problem.
• Cellular phone service provider, cellular phone number, and cellular phone identification numbers.
How to Access this Service
To receive new service or a change in existing service, a Help Desk Request is needed. To determine your
needs, you may call our Help Desk at 673-7800. The appropriate ITO staff person will then contact the
service provider of choice and coordinate the ordering of devices, parts or accessories and the activation of
service. Alternatively, customers can go to http://www.tmcc.edu/facstaff/ and click on the “Service Request”
icon. Next click on the “ITO Help Desk” icon. When the Service Request system page loads, click on “New
Request.” This will log a service request directly into ITO’s service request tracking system.
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SERVICE SPECIFICATION SHEET – TELECOMMUNICATION PURCHASING
SERVICES
Service name Telecommunication Purchasing Services
General Service Description To coordinate all activities related to purchasing
Specification Sheet Service
Implementer(s)
centrally managed telecommunication services
• Cellular Service purchase
• Computer System purchase
• Long Distance Service purchase
• Software purchase
• Telephone set purchases
• Telephone headset purchasing
• Telephone or data drop purchasing
Jeremy Deadmond,
Technical Support Supervisor, ITO
Ken Deboy,
Telephony Support Specialist, ITO
Thomas Dobbert,,
Technical Support Manager, ITO
Susan Lundahl,
Computer Support Specialist, ITO
David Misner,
Information Technology Technician, ITO
Specification Sheet Service
Manager
Creation Date
Review Cycle
Revision Date
Revision Author(s)
Christopher Winslow,
Executive Director, ITO
October 2007
Annual
October 2011
As above
Key Core Services
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Key Core Service: Telecommunication Purchasing Services
Service Description
Purchase of centrally managed telecommunications services.
Activities include:
•
•
•
•
•
•
•
•
Cellular Service purchase.
Computer System purchase.
Long Distance Service purchase.
Software purchase.
Telephone set purchases.
Telephone headset purchasing.
Telephone or data drop purchasing.
Quote requests on software, hardware, or telecommunication installations.
Service Characteristics
Ongoing service that is reviewed or revised annually.
Service Availability: 8 X 5
Support Hours: Mon – Fri; 8 a.m. — 5 p.m.
Scheduled Maintenance event: Not applicable.
Service is available to all TMCC academic and administrative faculty and staff.
Service Level Objective
Service level measurement:
Purchase or quote requests are processed within 3 business days of receipt: 99%*
*Responses from vendors may take longer than 3 business days.
Customers of this Service
Faculty and Staff:
All academic and administrative faculty and staff can make a request for purchase via the Help Desk.
Tenants and other non-TMCC groups:
Access to telecommunication purchasing services will be provided as outlined in your Service Level
Agreement.
Not Included
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Purchases from vendors who do not meet purchasing requirements or follow guidelines set by the Nevada
System of Higher Education or the TMCC Controller’s Office. Purchases from computer, PDA, Blackberry or
Smartphone vendors not listed in Appendix I.
Business Process Enabled by this Service
This service supports the telecommunications infrastructure for TMCC and provides organizations with the
ability to increase the efficiency and effectiveness of their systems.
Customer Role
Contact the Help Desk to report problems with telephone connectivity in labs or your office. Please have the
following information available (as appropriate):
•
•
•
•
•
Your name and contact information (phone, office/lab location and e-mail).
Purchase order number (which may need to be delivered to IT Operations prior to the purchase).
Account number to charge the purchase; indicate whether this is a state or non-state account.
The name of the person for whom the purchase is being made.
Where and when the purchase should be delivered upon receipt and completion of initial setup.
How to Access this Service
To request a quote or to purchase telecommunications services, a Help Desk Request is needed. To
determine your needs, you may email our Help Desk or call them at 673-7800. The appropriate ITO staff
person will then contact the service provider of choice or other vendors and coordinate the receipt of quotes,
the ordering of devices, parts or accessories. Go to http://www.tmcc.edu/ito/about/billing/ for the most
current costs for ancillary services and to http://www.tmcc.edu/ito/hardware/computerpurchases/tmcc/ for
the most current costs for Windows-based computers.
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Services available include:
•
•
Cellular device or cellular service purchase.
Computer system purchase: Follow purchasing instructions at
http://www.tmcc.edu/ito/hardware/computerpurchases/tmcc/
Long distance service purchase: Provide IT Operations with a purchase requisition containing the
names of the academic o administrative faculty and staff for whom long distance services are being
purchased. To request a personal identification number (PIN) for making long-distance calls, contact
Central Services at 775-674-7561.
Network connectivity equipment (print servers, wired and wireless network interface cards, network
switches, etc.).
Software purchase: annual maintenance and maintenance renewal costs are borne by the customer.
Telephone set purchase.
Telephone headset and headset accessory purchase.
Telephone or data drop purchase.
Quote requests on software, hardware, or telecommunication installations.
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•
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Appendix I, List of Supported Products – Effective: October 1, 2011
Core Support: IT Operations is committed to providing advanced support for the products listed in this
section including installation, configuration, and basic use and troubleshooting. Core Support products have
the following characteristics:
•
•
•
•
Products are standardized and critical to the TMCC mission.
Products are widely used across the main TMCC campuses.
Sufficient support resources exist.
Valid licenses exist.
Hardware:
Computers, notebooks and tablets: TMCC’s primary computer hardware vendor is Dell, Inc. for
Windows-based systems; however, Lenovo, Inc. is TMCC’s primary hardware vendor for notebook
computers. Apple, Inc. provides hardware for Macintosh and iOS-based systems such as the iPad.
Computers, notebooks or tablets along with peripherals purchased from vendors that are over 3 years old
may not be under warranty. Customers are responsible for cost of parts or labor for service on
computers or notebooks that are no longer under warranty.
Printers: TMCC IT Operations supports setup and configuration of laser printers from Hewlett-Packard
(HP) and Xerox. In addition, printing setup and configuration using the college’s networked Xerox
Multifunction copiers is also supported.
Mobile devices: TMCC IT Operations supports setup and configuration of TMCC-owned devices
purchased from AT&T Wireless, Sprint, or VerizonWireless.
Software: TMCC’s primary software vendor is CDWG, Inc. for Microsoft products covered under the
Microsoft Campus Agreement. TMCC’s primary software vendor is CDWG, Inc. for Microsoft products
covered under the Microsoft Select Agreement. Apple, Inc. is the only recognized vendor for Apple-related
software.
Operating Systems:
• Windows: Windows XP SP3 and Windows 7 are the current operating systems supported by IT
Operations on TMCC Windows-based academic and administrative computers.
• Macintosh: Mac OS 10.6.x (“Snow Leopard”) is the current operating system supported by IT
Operations on TMCC Macintosh-based academic and administrative computers.
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Appendix I – List of Supported Products
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Applications:
ITO Core Services Catalog 2012
Administrative: The most current software installed and supported by IT Operations is listed at
http://www.tmcc.edu/ito/software/administrative/
Academic: The most current software installed and supported by IT Operations is listed at
http://www.tmcc.edu/ito/software/academiclabs/
•
•
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Limited Support
Limited Support products have the following characteristics:
• The use of these products must serve the interests of TMCC.
• ITO may be involved in the installation, but will not provide software support for usage of these
products.
• Support must be cost-effective.
• Valid licenses exist.
• Non-warranty hardware support is subject to parts availability and approval of cost recovery from the
department requesting the service.
• IT Operations cannot guarantee that these products or systems will work in the TMCC environment.
• IT Operations will provide minimum support for Limited Support products. This support will
be scheduled on a time permitting basis and will not take precedence over core support initiatives.
Limited Support products:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Adobe Acrobat Professional and Adobe Acrobat Professional Extended **
Adobe Captivate
Adobe Design Suite Premium
Adobe Dreamweaver**
Adobe Flash**
Adobe Fireworks
Adobe InDesign
Adobe Illustrator
Adobe Photoshop/Photoshop Elements
Adobe Web Standard
Ahead Nero Express
Apple iTunes**
Apple Quicktime Player
Firefox browser
Google Chrome browser
Jolly Giant QFTP
Jolly Giant QWS 3270 Secure
Note: Support for applications annotated with ‘**’ may be available from the Information Technology
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Services department. Training may be available for applications listed above through the Office of
Professional Development.
No Support products have the following characteristics:
•
•
•
•
•
•
•
•
Products may be out of date (i.e., 16-bit applications).
The vendor may have discontinued support.
The systems were not purchased through IT Operations.
The systems were not purchased from TMCC’s primary vendors.
Parts are no longer available.
The product does not run in our environment.
The software does not have valid licensing.
Linux software distributions or applications on the desktop not listed in full or limited support.
Prohibited
These products are considered to pose a threat to the security and stability of our computer environment.
Because these products cause an inordinate amount of network traffic, expose the network to access from
unauthorized sources, or can be used to attack, exposure and destroy network data, they will be removed
upon discovery. Computer systems found with prohibited or unlicensed software will be addressed under the
TMCC Telecommunications Use Policy which outlines the ethical and legal use of information technology and
services as well as the TMCC Network Operational and Security procedures.
Prohibited Applications (including but not limited to):
•
•
•
•
•
•
•
•
•
Dropbox (a cloud-based internet storage and synchronization provider that has serious security
concerns)
GoToMyPC (a centrally managed, secure Virtual Private Network connection is available for remote
connectivity; contact the Help Desk for more details)
Gator
Hacking tools
Kazaa
Napster
Peer to Peer File Sharing
Skype (peer-to-peer system that also opens up unmonitored connections to the Internet and also
gives Skype permission to download any file to the system without permission)
Web Shots
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Appendix II, Current Hardware Specifications - Effective: August 1, 2009
Academic
The minimum hardware specifications for the Academic Computing environment are:
PC
Dell Optiplex 755
4GB RAM
Intel Core 2 Duo 2.33GHz Processor
80 GB Hard Drive
Intel Q35 Express Video Chip Set
19" Wide Screen LCD Monitor
Mac
iMac 8,1
Intel Core 2 Duo 2.4 GHz Processor
4GB RAM
150 GB Hard Drive
Superdisk Optical Drive
MAC OS X Snow Leopard
1 GB Network Interface Card
Administrative
Please refer to the http://www.tmcc.edu/ito/hardware/computerpurchases/tmcc/ web site for information
regarding purchasing computer equipment.
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Specifications for computers, computer peripherals, and other data devices (i.e., mobile devices, etc.) are
constantly changing. Please contact the IT Operation’s Help Desk to request the latest hardware specification
for a specific device.
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