University Owned Computing Software Support SC

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.

Availability

Semester Hours

Sunday, 12pm – 10am
Monday – Thursday, 7am – 10pm
Friday, 7am – 5pm
Saturday, 12pm- 5pm

Summer/Break Periods

Monday – Friday, 8am - 4pm

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

Level	Responsible	Consulted	Informed
Primary	Tylor Cardone	ITS Service Center	Users
Secondary		ITS Service Center	Users
Tertiary		ITS Service Center	Users

Date Last Modified