Technology Operations Manual Fall 2006
Contents
1. Appendix Appendix Appendix A Appendix B Appendix C Appendix D Appendix E Appendix F Appendix G Appendix H Appendix I Appendix J Appendix K Appendix Q Appendix R Appendix S Appendix T Done To Do Done Done Done Done To Do To Do Done Done Done Document Title Lawson Requester Manual SAGE Fixed Asset Manual Technology User Manual Local Technology Organization Charts Primary Job Descriptions EDMC Cable Standards Siemens Phone Switch Manual Using Phone Mail Altiris Server Policy EDMC Standards for Network and Tel Comm Rooms Process Flowcharts k Software Approval Process 1 Quarterly Workflow Process m Media Services Reservations Workflow n Media Services Qualifications Workflow o Media Services Check out Workflow p Media Services Check in Workflow Done To Do Done To Do School Based Disaster Recovery Plan Template The Role of CS IT in Your Disaster Recovery School Technology Plan Template Strategic Planning Goals and SWOT template a a Ref Section 1 3 1 1 3 3 3 1 3 2 1 3 2 2 4 3 3 5 3 5 3 6 1 3 3 6 1 5 1 3 2 3 7 2 2 1 2 DAD 2 1 2 2 1 2 5 1 5 1 5 2 5 3 Index of Forms Form Title Description Ref Section Form 1 1 Check out contract 2 1 1 182. O Media Services Check In See workflow chart in Appendix P 2 1 3 Automated Check out Software Application The Ai system has approved two checkout systems approved for the cages The base system is the Voyager Media Module As the school grows Web Check Out can be purchased by the local school to meet its needs Further description will be available as approved 2 2 Print Service Bureau 2 2 1 Overview The Print Service Bureau is intended to provide students faculty and staff with print service including high volume copier large format printing and other services as supported by technology resources and budgeted accordingly 2 2 2 Customer Services Services will be determined by the needs of the school The local technology department will be responsible for developing and deploying a business plan for the bureau that is reviewed and approved by the local EC The extent of those services shall be listed here Sample services provided by established Ai Print Service Bureaus include photo copying color printing binding laminating CD DVD duplication etc The business plan should include perspective cost and revenue forecast 2 2 3 Procedures Specific procedures related to the Bureau operation should be posted here Procedures include accounting for example the school will need to document a process for cash payments etc and processing flow for example copies of requisition form price list and quote sheet A technical polic
3. authorized personnel and that logs are maintained showing access to these rooms SER 3 7 Hardware and Software Technical Support 3 7 1 Technical Service Support Hours Each local school technology department is responsible to assure that all systems used at their facility are maintained in such a manner that all students faculty and staff can rely on their availability and functionality In addition the technology department will maintain hours of service that students faculty and staff can expect reliable expert technical assistance in support of their professional work and assignments 3 7 2 Quarterly Workflow Process In order to maintain and configure systems to support academic uses a quarterly workflow process should be established by the school s technology department The quarterly workflow should be communicated to Deans Academic Department Directors and other academic personnel to assure that labs and technology resources are available to students and faculty from the first day of each academic quarter A sample Quarterly Workflow document is attached as Appendix L 3 7 3 Software Approval Process EDMC Corporate IT and Education departments must approve ALL software purchases and software applications used in our schools Please review Appendix K describing this process 4 Human Resources 4 1 Employment Status Importance of employment issues develop good working relations with HR 4 2 Federal Work Study Employ
4. based incident tracking is used to report incidents requiring corporate intervention such as CARS and Lawson password or configuration issues Incidents should be reported to the corporate Help Desk by phone 888 424 4435 or by e mail help aii edu or on the intranet at http intranet aii edu CSS CallCenter index asp 2 IT project requests should be solicited by submitting an IT request through the corporate Intranet at the following url https portal edmc edu sites srp ProjectRequest aspx Connect to portal edmc edu admin edme adm User name v Password J Remember my password cme The users active directory user name and password are used to access the site 3 Locally Ai schools deploy the Altiris help desk software solution to report and manage school based incidents that are to be performed by local school technicians 1 2 2 Opening Closing a Work Order Altiris Please reference the local Altiris Operations Manual for web access to the help desk software Open Altiris via the web at the following url http local Altiris server name AeXHD worker Default aspx Create a new work order by clicking on Incident New Incident 3 Fill in the appropriate fields including the technician or party responsible and click on the save icon disk to submit the incident iojxi File Edit Yiew Favorites Tools Help ay Om O AG Pao femme O M U S Address http jficalto1 j
5. canceling the reservation it is considered an offense Suspension Procedure After equipment is received the student is informed of their infraction The offense is met with the listed consequence 1 First offense One 1 month suspension or a 10 per day late fee 2 Second offense One 1 quarter suspension or a 25 per day late fee 3 Third offense Permanent loss of check out privileges or a 50 per day late fee Suspensions do not include Holidays or Quarter breaks and may carry over to the following quarter The consequence is to be written on Check Out s copy of the paper and a copy must be made of the student s paper The consequence must then be entered in the computer database with the original to be put into the check in folder and the copy into the suspension binder Once suspension is complete or the fine is paid the paper file should be properly marked 2 1 2 Procedures Opening Make sure all forms have enough copies Must keep extra Signature template forms on file location to easily replenish Review daily reservations and work list Review past due items Closing Place all equipment in proper locations Clean work area Close labs Review past due items Lock and secure all cabinet lockers and doors SWAT SASS Media Services Reservations See workflow chart in Appendix M Media Services Qualifications See workflow chart in Appendix N Media Services Check out See workflow chart in Appendix
6. least the following Altiris applications Notification Services Deployment Services and Help Desk Services In addition there will be an Altiris PXE server on each virtual network to provide network boot capabilities for all workstations The Altiris Deployment Services provide for efficient install of software applications to multiple workstations such as in computer labs The Altiris Server is maintained jointly by corporate IT and the local technology department Specific policies apply to the administration of the Altiris Server See Appendix I for the Altiris Server Policy guidelines 3 6 1 4 Routers and Switches The virtual networks are created from the schools single physical network through routing rules programmed on the network routers and switches located on site in the schools secured Network Communication rooms EDMC corporate IT is responsible for all routers and router programming If any network issues arise that appears to be routing related a priority help ticket should be issued immediately to the corporate help desk 3 6 2 Security and Environmental Standards for Network and Tel Comm Rooms Any room that houses computer servers routers or telephone switching equipment shall be constructed in a manner that provides adequate cooling ventilation and security EDMC standards are attached in Appendix J Further the local technology staff must assure that these rooms are properly secured at ALL times access is limited to only
7. will affect actual staffing requirements 3 2 2 Job Descriptions EDMC HR maintains specific job descriptions for technology related positions Although job titles can be unofficially changed to better reflect job responsibilities all staff must still fall with in the official job classifications as outlined below See Appendix E for the full description of each job category The following are the official job categories for local technology departments Technician Level I Technician Level II ATSS Assistant Technology Support Supervisor TSS Technology Support Supervisor Analyst ADoT Associate Director of Technology DoT Director of Technology kS kS oe kS kS kS kS 11 3 3 Security A security standard is currently being developed by a strategic sourcing team The standard will replace this section with new standards and procedures when in 2021 3 3 1 Security Cameras Security cameras are placed throughout the buildings to prevent and or detect malicious activity There are 2 different ways to review the recorded video or watch the live video feed as its occurring The first way is to sit directly at the Digital Video Recorder console Specific console information should be listed herd The other method is to connect to the console through the network Each school will develop process procedures and responsible parties to access and maintain the system P
8. AexHD worker Default aspx cmd newltem gt Go Links ats X Helpdesk lt yCommands Incidents Quick Incidents Admin Knowledge Base lt irCommon tasks New Incident Find Incidents Incident Incident jz os f 7 26 2006 6 27 16 PM Open 2 incidents Queued no queue ae a e LZ altiris Incidents gt New Incident New Incident CLEE Se aZ I amp Time spent fj minutes Total time 0 minutes Contact mmn o gt isd Find asse inone O O O ind Pap Title DO O Semmens BZU IRFS M Comment visible to guests Category Break Fix lf inone x Priority medium z Weee medum meee medum z Assignedi f__ 3uto z Onari Human Resources Typa Incident z Status oon i Close code oe y External ID lr Schedule Not scheduled g tere 77265208 a 7 2620 12 00 00 am 12 00 00 AM a Notify rules Attachments F Acknowledge contact I Incident changed M Incident reassigned tha 7 Linked to Linked by j 1 2 3 Dispatching E Local intranet After receiving a request the TSS will assign the incident to an appropriate technician for resolution 1 2 4 Classroom Scheduling Once per quarter a designated representative from the Technology department will meet with the department chairs and populate the room schedules for the following quarter based on the curriculum and software availability in each computer lab T
9. Ai Technology Operations Manual Fall 2006 Index Operations 1 1 General Information 1 2 Help Desk 1 3 Asset Management Media Equipment Services 2 1 Checkout 2 2 Print Service Bureau Administrative and Classroom Computing 3 1 User Manual 3 2 Primary Job Descriptions 3 3 Security 3 4 Cabling Standards 3 5 Tele Communications 3 6 Network Infrastructure 3 7 Hardware and Software Technical Support Human Resources 4 1 Employment status 4 2 Federal Work Study Employees Business Continuity 5 1 Disaster Recovery Planning 5 2 Other Planning Processes 1 Operations 1 1 General Information 1 1 1 Hours of Operation The hours of operation are as follows Operations Help Desk Ext _ Monday Friday 8 00am 5 00pm Main Building Monday Friday 7 00am 11 00pm Saturday 7 00am 8 00pm Sunday CLOSED Harbor Walk Building Monday Friday 7 00am 11 00pm Saturday 7 00am 10 00pm Sunday CLOSED Housing Offices Monday Friday 8 00am 5 00pm Saturday CLOSED Sunday CLOSED Housing Main Lobby Monday Sunday 8 00am 1 00am 1 1 2 Facilities and Technology Contact Information Position Name Office Phone Cell Phone E Mail Director of Technology Jane Vigna 954 308 2117 954 448 8126 jvigna aii edu Tech Support Supervisor Andy Skowronek 954 308 2197 954 448 8114 askowronek aii edu Director of Facilities Peter Hughes 954 308 2110 954 448 8071 phughes ai
10. dia services workstations and all peripheral devices that support curriculum delivery The school will maintain various servers routers and switches that will serve users on both networks and other servers for exclusive use on the Admin or the Classroom networks 3 6 1 1 Administrative Servers On the Admin network there should be at least one MS Windows 2003 server to serve administrative users with Active Directory authentication DNS file sharing print services Windows Update Services and Symantec Anti Virus updates ee Depending on the number of users on the network multiple servers should be installed to load balance these services Issues related to the Administrative servers should be reported immediately to the corporate help desk 3 6 1 2 Classroom Servers will generally be Windows 2003 servers but local technology staff can also deploy MAC OS 10 and Linux based servers to meet specific educational and configuration needs The local technology staff is responsible for the management maintenance and configuration of these servers A detailed inventory of these servers should be maintained and posted with the schools RDoT DoT and TSS The inventory should include server name location MAC and IP addresses applications running on the server and server specifications 3 6 1 3 Altiris Server Each school will maintain at least one Windows 2003 server running the Altiris Application Suite The Altiris server will have loaded at
11. ed on file in checkout Once a contract has been signed this information must be entered into the database No equipment may leave checkout without this contract on file In order to be eligible to receive items from checkout the Recipient must have the following Signed Contract on file If not contract is available at checkout Y Completed checkout form itemizing any and all equipment y ALL Items must be initialed by appropriate personnel Most cases instructors v v A Checkout form must also be dated Date of fill out and Date of use Signature of approval at bottom of checkout form Each depart will have certain equipment that is available to be checked out for students in that department All equipment is for specific department use only i e Photography has specific photo equipment DMP production has specific video equipment VEMG has specific equipment etc Equipment cannot be checked out from any other departments without that department Chairs approval Equipment Due Times All equipment is due back by time specified Daily before the close of the Cage that day Mon Thurs 10 00pm Fri Sat 5 00pm Overnight by 8am next morning Weekend by 10am Monday Any equipment returned LATE by any amount of time is considered an offense Equipment left in a classroom or turned in by another student is considered an offense All students listed on reservation sheet are held responsible for equipment and if the equipment is not used without
12. ees Student workers have specific rules to follow Additional rules apply if students are employed under the Federal Work Study Program 5 Business Continuity 5 1 Business Continuity and Disaster Recovery Planning Each school is responsible for developing a formal disaster recovery plan See Appendix Q for the School Based Disaster Recovery Plan Template Also review Appendix R The Role of CS IT in Your Disaster Recovery for integration with corporate IT disaster recovery assistance 15 5 2 School Technology Plan The school technology department is responsible annually for developing a school based technology plan The plan should be developed in cooperation with the Academic Affairs department the school s Technology committee and the school s Executive Committee The Technology plan should be a formal presentation of the technology needs of the entire school for the coming fiscal year It should also be used as the qualitative analysis for the development of the schools capital and operating technology budget See Appendix S for the School Technology Plan Template 5 3 Other Planning Processes The local school technology department should be integrally participating in the school s strategic planning process This process involves developing strategic goals and developing SWOT analysis related to the deployment and integration of technology as it relates to the strategic mission of the school See Appendix 16 Index of
13. he operations coordinator is then responsible for creating these schedules and having them posted prior to the quarter start 1 3 Asset Management 1 3 1 Purchasing Automated Purchase Order requisitioning is required for all technology purchases The school s Director of Accounting and Financial services will appoint various staff as requesters Each requestor is required to solicit quotations from vendors and complete an initial request for purchase in the Lawson system based on the quotation The Lawson Requester Manual is reprinted in Appendix A Once inputted the request will be routed to various approvers for authorization Upon authorization a PO will be generated Operating PO s will be routed back to the requester for submission to the vendor Capital PO s will be routed to corporate procurement for completion of the ordering process The local school DAFS should be consulted to determine the correct account coding when completing the online requisition form 1 3 2 Approved Products List An Approved Products List has been developed for many Hardware and Software items purchased through out the Ai System All Ai schools should adhere to these items Only in rare circumstances and with prior authorization by the Regional Technology Specialist should any school deviate from these standards A formal Software approval process has been established if an application needs to be added to the list See Appendix K for a fl
14. i edu Facilities Supervisor Mark Rozalez 954 308 2111 954 448 8124 mrozalez aii edu Security Guard 1 Escort Main Bld N A 954 448 8094 N A Security Guard 2 Escort HW Bld N A 954 448 8098 N A EDMC Main Office 888 275 2440 EDMC Help Desk 888 424 4435 help aii edu 1 1 3 EDMC Ai Web Information AiFL School Home Page __http www aifl edu AiFL Technology Support http www aiflhelp com EDMC Intranet http intranet aii edu Ai School Support http intranet edmc edu aitech index asp EDMC Support http intranet edmc edu support index asp 1 1 4 General Location Information EDMC Main Office 210 Sixth Avenue Suite 3300 Pittsburgh PA 15222 Main Building 1799 S E 17 St Fort Lauderdale FL 33316 Harbor Walk Building 1650 S E 17 St Fort Lauderdale FL 33316 Harbor Place Building 1600 S E 17 St Fort Lauderdale FL 33316 Sunrise Hall Housing 1055 N Federal Hwy Fort Lauderdale FL 33304 Service Locations Technology Operations Center Main 436 GD Print Service Bureau Main 411 Checkout Main 340 Photography Print Service Bureau Main 402 IND IDT Print Service Bureau HW 420 IND Lighting and Sample room HW 407 Open Lab Main Main 410 Open Lab HW HW 305 Open Lab Housing SHW 24 Floor 1 2 Help Desk 1 2 1 Reporting a Problem EDMC and Ai deploy three separate procedures to report help requests depending on the incident 1 Corporate
15. lease contact the system administrator to request the login information to access the security camera system 3 3 2 Viewing Digital Recordings Any student faculty or staff member that is requesting to view the cameras due to a personal item being stolen or damaged must fill out an incident report with the dean of academic affairs before proceeding Once the incident report has been filed at that time a representative from technology facilities will schedule an appointment to view the past recording The video recording system is for the protection of business assets and personal safety 3 3 3 Security Standards for Labs Please refer to the security standard document for security measures such as cameras key less locks etc that need to be installed in each lab Some suggested methods to secure lab equipment include e Security cables security cameras steel washers for mouse and keyboards and doors equipped with specialized locks lt J 3 4 Cabling Standards EDMC provides strict standards for the network infrastructure Appendix F contains the EDMC published standards These standards apply to secured and environmentally conditioned rooms for servers routers communications devises cable connectivity network cabling through out the buildings and connectivity to workstations and phones Strict adherence to these standards are mandatory 3 5 Telecommunications The technology department is responsible for maintaining and managing
16. ow chart of this process The Approved Software list can be viewed via the Intranet by using your active directory user name and password and browsing to the following url https portal edmc edu sites software default aspx The Approved Hardware list can be viewed via the Intranet at http intranet aii edu aitech hwcomm index html 1 3 3 Fixed Asset Accountability In coordination with the DAFS the technology department is responsible for maintaining fixed asset records and accountability for all capital related technology assets These assets include servers workstations printers monitors LCD projectors switches and routers Other assets might be included based on initial cost and estimated useful life Fixed Asset records are maintained using the SAGE Fixed Asset system A physical inventory is required on at least an annual basis Handheld barcode scanners are used to perform periodic physical inventory The process and procedures related to asset tracking and inventory can be found in the SAGE Fixed Asset Manual in Appendix B 2 Media Equipment Services 2 1 Checkout 2 1 1 Policies All schools will have policies determining loaning av equipment cameras etc to their students These policies will need to be approved by the local VP of Acad Affairs and the local EC The following is an example of school policy Checkout has one unified contract for all students staff and faculty Form 1 1 The contract must be signed and plac
17. the phone switch and voice mail for the school EDMC has standardize on Siemens as the telecommunications switch provider Access to the phone system and the voice mail components can be done via the network See Appendix G for detailed reference for accessing and managing the phone switch See Appendix H for a user manual on using phone mail Local trained technology staff should handle routine phone management such as name changes adding deleting extensions setting dial in out features security and swapping extensions These responsibilities are frequently referred to as Moves Adds and Changes MACs All phone related charges including voice and data T1 s are maintained by contract and managed by the EDMC corporate communications department Any problems with phone service or to request additional phone system capacity i e additional voice or data T1 s adding additional capacity to the phone switch etc must be requested through the CS telecommunications department Issues with the phone switch or T1 lines should be reported immediately to the corporate help desk 3 6 Network Infrastructure 3 6 1 Admin and Classroom networks The school based network consists of two virtual networks The Administrative Network consists of all staff and administrative devices for use by the campus Administration The Classroom network consists of all computer lab workstations open lab workstations library workstations print service bureau and me
18. y procedure manual will be done by each school with the following information Jawe 10 3 Administrative and Classroom Computing 3 1 User Manual 3 1 1 User Based The Technology department is responsible for developing a comprehensive technology user manual for students faculty and staff that is reviewed and approved by the local EC The user manual should include all policies descriptions and information as is relevant The manual should include such topics as Computer Rules Lab Hours Internet and Network Usage Policy and other information as needed See appendix C for a sample user manual 3 1 2 Review The technology department is responsible to review the User Manual annually and update it accordingly The annually revise manual should be approved by the local EC 3 1 3 Access The computer manual should be maintained in hard copy format in the Academic Affairs office Other copies should be available in labs Faculty should be encouraged to distribute the manual in computer lab related classes The manual should also be posted on the web where applicable 3 2 Primary Job Descriptions 3 2 1 Sample Organizational Charts The sample organization charts are provided in Appendix D as a guide for local management of local technology staff These are guidelines developed based on the student population of a school Other factors such as location of multiple buildings types of services offered programs offered and building hours
Download Pdf Manuals
Related Search