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idSCE


Service

University Owned Computing Software Support

Service Manager

Tylor Cardone

Department

ITS Service Center

Contact

Location: W203 Thompson Hall,

Phone Number: (716) 673-3407,

Email: ITS Service Center

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Information Officer

Description

Our primary objective is the installation, configuration and troubleshooting of the university owned and operated computing software. This includes operating systems, Microsoft Office Professional Suite, Google Apps for Education covered under the SUNY-wide contract. We also operate other business related software applications found on a standard workstation image.

Service Users

Faculty, Staff, and Student Employees

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 software.

  • Troubleshooting:in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.

Business Services

University Owned Standard Software Listing

Technical Services

  • End User Documentation:development and management of web content policies and procedures.

  • Application Configuration & Testing: version control, provisioning and deprovisioning, patch management and testing.

  • License Management: life-cycle management of licensing for all application ensuring compliance, renewals and operability.

Requirements

  • operate university owned computing software

  • current faculty, staff, or student with eServices account

Rates / Cost of Use

There are licensing, support staff and maintenance costs associated with this service which are covered by the student technology fee.

Getting Started

  • Email - ITS Service Center

  • Phone – (716) 673-3407

    • Tracker Customer Portal - Ticket Submission 

  • Walk In – W203 Thompson Hall

    • Availability

    • Semester Hours

      • Sunday, 12pm – 10am

      • Monday – Thursday, 7am – 10pm

      • Friday, 7am – 5pm

      • Saturday, 12pm- 5pm

    • Summer/Break Periods

      • Monday – Friday, 8am - 4pm

    Getting Help

    SLA Notes

    • Users with emergency Computing Hardware Support issues can expect a response within 4 hours. Most 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

    		NA

    Change Procedures

    		Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet.

    Assigned Primary Support

    		Tylor Cardone

    Assigned Secondary Support

    Dave Torres

    Matt Wilson

    Nick Nowakowski

    RACI Chart

    Name: University Owned Computing SoftwareSupport

    Description: See above

    LevelResponsibleAccountableConsultedInformed 

    Primary

    Tylor Cardone


    ITS Service Center

    Users

    Secondary



    ITS Service Center

    Users

    Tertiary



    ITS Service Center

    Users


    Date Last Modified





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