Service | Residence Life and University Police University Owned Computing Software Support |
Service Manager | Ben Hartung, Manager of Residential Technology and Security Systems |
Department |
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| McGinnies Hall Rm 154 ResNet Office, (716) 673-366, resnet@fredonia.edu |
Service Owner | AVP/CIO - Stephen Rieks |
Description | The University Owned Computing Software Support service 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 and various 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.
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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.
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Requirements | The requirements for using this service included the following: operate university owned computing software current faculty, staff, or student with eServices account
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Rates / Cost of Use | |
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
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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.
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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 |
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Assigned Secondary Support |
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RACI Chart | Name: Computing Software Support Description: see above
Level | Responsible | Accountable | Consulted | InformedĀ |
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Primary | Mark Mackey | Ben Hartung | ITS Service Center | Users | Secondary | Ben Hartung | CIO | ITS Service Center | Users | Tertiary |
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Date Last Modified |