Residence Life and University Police University Owned Computing Software Support SC

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Last updated: Apr 21, 2023 by Daniel LaGrow
2 min read
Service

Residence Life and University Police University Owned Computing Software Support

Service Manager
Ben Hartung, Manager of Residential Technology and Security Systems
Department

Contact
McGinnies Hall Rm 154 ResNet Office, (716) 673-366, ResNet at Fredonia
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.

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

The requirements for using this service included the following:

  • 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 Tech Fee and Housing fee.

Getting Started

Tracker Customer Portal - 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 Software Support

Description: see above

LevelResponsibleAccountableConsultedInformed 

Primary

Mark Mackey

Ben Hartung

ITS Service Center

Users

Secondary

Ben Hartung

CIO

ITS Service Center

Users

Tertiary





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