Service | Residence Life and University Police University Owned Computing Hardware Support |
Service Manager | Ben Hartung, Manager of Residential Technology and Security Systems |
Department |
|
| McGinnies Hall Rm 154 ResNet Office, (716) 673-366, resnet@fredonia.edu |
Service Owner | AVP/CIO - Stephen Rieks |
Description | The Computing Hardware Support service is the installation, configuration and troubleshooting of the university owned and operated computing hardware. This includes computer workstations, laptops, virtual clients and tablets. |
Service Users | Faculty, Staff and Students |
User Services | Procurement & Property Control: Facilitating departmental requests for quotes, NYS contract procurement, property control tagging and inventory reconciliation. Installation: installation, setup and testing of computing hardware. Configuration: ensuring network connectivity, active directory bound, hostname standardization, Troubleshooting: in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.
|
Business Services | n/a |
Technical Services | |
Requirements | The requirements for using this service included the following: operate university owned computing hardware current faculty, staff, or student employee with eServices account
|
Rates / Cost of Use | There are licensing, support staff and maintenance costs associated with this service which are covered by the Tech Fee and Housing fee. |
Getting Started | FredQuest - ITS Incident Management System |
Availability | Hours: Monday - Friday 8:30am - 5:00pm Summer: Monday - Friday 8:00 am - 4:00 pm Emergencies - 24/7 based on the availability of support staff
|
Getting Help | |
SLA Notes | Users with emergency Computing Hardware Support issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket. Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.
|
Business Procedures | n/a |
Change Procedures | Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet. Changes to the configurations, software, hardware or business procedures are reviewed monthly by the campus Security Systems Team. Users are notified via email and phone calls of changes. |
Assigned Primary Support |
|
Assigned Secondary Support |
|
RACI Chart | Name: Computing Hardware Support Description: see above Level | Responsible | Accountable | Consulted | InformedĀ |
---|
Primary | Mark Mackey | Ben Hartung | ITS Service Center | Users | Secondary | Ben Hartung | CIO | ITS Service Center | Users | Tertiary |
|
|
|
|
|
Date Last Modified | |