Service Catalog Homepage / Information Technology Services / Service Catalog Service Catalog Virtual Helpdesk Cybersecurity Incidents Going Online 2.0 IT Policies Service Catalog As the IT landscape changes so quickly, services defined in the ITS Service Catalog are broken down into three possible categories: things which are definitely supported, things for which we offer best effort support where ITS will attempt to use our resources and knowledge to solve a problem but cannot guarantee success, and things which are not supported as we do not have the necessary expertise and/or resources to work in this area. Computer Support Hardware Installation/Maintenance Supported: ITS will install/maintain/repair BU-owned hardware that is deployed as standards to staff and faculty. Additionally, PDF/research machines that are purchased through ITS and in compliance with the accepted standards will also be fully supported. Best Effort: All university students can bring their personal computers to the Helpdesk for advice and recommendations Not Supported: The Helpdesk does not service personal computers. BU-owned computers that were not purchased in compliance with the standards set out in this policy are not supported. Software Installation Supported: ITS will install software from the list of fully supported software packages on all BU-owned and managed computers. These installations may happen on-site in client offices, in the Helpdesk or through tools which allow us to manage the computer remotely. Best Effort: BU-owned computers that are not designated as “fully supported” can still be brought to ITS to install software from the list of fully supported software packages. Charges might apply for installations which are problematic or which we cannot automate. As this is “best effort” support, we cannot always guarantee that the software installation will be successful in these situations. Students can bring their personal computers to the Helpdesk for advice on software installations, but we cannot install the software for the client. Not Supported: ITS cannot install software on non-BU-owned computers. Viruses & Malware Supported: ITS will ensure that all Bishop’s-owned computer hardware, of standard models purchased by ITS, is kept virus and malware free through the use of malware prevention tools and post-infection cleaning. As part of the cleaning process, ITS may opt to re-image the computer erasing all personal content and software that was installed after the computer was deployed. For this reason, all staff and faculty are expected to save important files to network drives, your O365 OneDrive account, or maintain your own backups as data on the computer may be lost. Best Effort: Students who suspect they have viruses or other malware on their personal computer can bring that computer to the Helpdesk to ask for consultation from the Helpdesk staff. The student must remain with their laptop for the entirety of the time that scans are taking place and the Helpdesk staff cannot actually fix the laptop, but can suggest steps that the client can take. Not Supported: ITS does not have the resources to work on personal computers, and instead we recommend that clients with personal computers needing attention bring those computers to a local, external computer technician or repair shop. PDF/Research Purchases Supported: ITS will act as the purchasing agent for all desktops, laptops, tablets and LCD screens. Faculty can make purchases through octopus.ubishops.ca. Best Effort: Faculty who require special software should consult with ITS before making a purchase as we may have connections with educational software vendors which could ensure better pricing options. Not Supported: ITS is not a purchasing agent for faculty wanting technology items not listed in the “Supported” section above unless for specialized software that we can obtain better pricing on. For all other items, faculty can purchase themselves and submit PDF reimbursement requests for, however if the item in question is over $200, they should get pre approval from ITS. Course Support Classroom Support Supported: ITS fully supports all technology in the classrooms when being used by faculty for instruction. Clients should call the Helpdesk and someone will come to the room immediately. Non-urgent issues can be reported by submitting a ticket in Octopus. Best Effort: Speciality adaptors necessary to connect client equipment into the classrooms are the responsibility of the client. ITS does have some adaptors at the Helpdesk but only of the very popular models, and they can only be borrowed for 24 hours…we do not have the capacity to lend adaptors to faculty members or others for weeks/months Classrooms that are being used for non-class-related activities will still be supported but we cannot guarantee the same level of service so response times may be longer. External (conferences) groups using the classrooms may have to pay for support/training to use the technology or to gain access to the computers in the classroom. Classroom Technology Training Supported: ITS will make available personal training to all faculty members for use of the technology in the multimedia classrooms. Best Effort: Attempts will be made to offer training to faculty in the actual rooms which they will be teaching in, but due to course and other schedules this cannot be guaranteed. Faculty can ask the Helpdesk staff that is providing the training to assist with the connection of their own (BYOD) devices to the classroom technology. In most cases with standard hardware this should work, but there are cases where it may not. Students and other BU-affiliated people requesting training in the classroom will be subject to the availability and schedule of the Helpdesk and the classroom(s) in question. Learning Management System (LMS) Supported: Moodle is the only supported LMS for Bishop’s classes. ITS supports all students, staff and faculty connecting to, and using, Moodle with the default set of configurations/plugins as provided by ITS in consultation with the “owner” of Moodle, the VP Academic. Best Effort: Moodle is assured to work on modern desktop browsers, but there is no guarantee of full compatibility with all mobile devices. Moodle connectivity to external services (video embedding, RSS viewers, calendar importing, etc) cannot be guaranteed as we cannot vet the data/operation of the external site. A faculty member that opts to use an LMS other than Moodle is fully responsible for the support of that platform for their students, and may need to provide additional supports to other departments on campus (Accommodations, others…) who need to interact with the LMS in support of students. Not Supported: Modules and plugins not vetted and installed by ITS are not supported and while faculty can request the installation/activation of a feature, all such requests must be reviewed prior to possible activation to ensure compatibility with the system, that the user experience for other users is not diminished, and that any security issues are mitigated Campus Video Platform Supported: Ensemble Video is the only fully-supported video platform for Bishop’s classes. ITS supports all staff and faculty for adding content to Ensemble to make it available to internal and external audiences. ITS will provide training to individuals or groups on the use of Ensemble on request. A faculty will receive full support when attempting to put Ensemble content into their Moodle classes, either as one-off videos or playlists of videos. Best Effort: Faculty members have a storage quota on their Ensemble libraries to prevent overloading the storage of the video server and they are expected to delete old content in order to make room for new content. Faculty and staff will be supported to a reasonable extent when attempting to embed or otherwise place Ensemble videos on sites other than Moodle. Anyone attempting to play Ensemble videos on any device will be supported, but support may require that specific browsers or platforms are used for viewing. Not Supported: ITS does not make Ensemble available for students to create content libraries or otherwise add content to the server. Lecture Capture Supported: There are 2 types of fully supported lecture capture technologies on campus: software lecture capture & hardware lecture capture. Software lecture capture is achieved with the use of Ensemble Anthem and all staff and faculty can use Anthem to record content from their laptop or desktop computer, including any combination of screen recording, webcam recording, and microphone recording. Hardware lecture capture is available in select classrooms on campus and supports “dual stream” recording, including a high-quality camera installed in the room, *and* a recording of whatever is shown on the projector as a separate video feed. Hardware lecture capture can only be used in a pre-scheduled configuration whereby faculty members request automated recordings for their classes which ITS sets up for the days/times of scheduled class periods. ITS will work with the faculty member to ensure that scheduled recordings automatically get added to the course Moodle site (if desired) Best Effort: Ad hoc (non-scheduled) hardware lecture capture recordings are possible, but the possibility of doing so depends on an event happening in a defined space which has the equipment installed, and the availability of ITS to setup and monitor the recording. Hardware lecture capture rooms also have the additional functionality of using the high-quality camera and microphone installed in the room on the computer as well to provide additional quality in Teams or other web conferencing software, but these secondary uses are considered best effort support. Not Supported: ITS does not support any other kind of lecture capture platform. Computer Lab Reservations Supported: During academic semesters, the Registrar’s Office is responsible for both whole-semester and one-off bookings for computer labs. Priority for bookings will be given first to all bookings registered with the Records Office, second to one-off events of academic nature, and third to all other requests. Best Effort: Computer lab bookings for times/dates which occur outside of the academic semesters should be coordinated through the BU Accommodation & Event Services department. Lab bookings at these times are subject to the availability of lab space and may be subject to costs. Lab bookings for external groups will be charged rates as defined by the BU Accommodation & Event Services department, but may also require support and intervention from ITS (account creation, etc) for which their may also be costs. Not Supported: The Library Learning Commons computer labs are not available for bookings as they are “public labs” which are guaranteed to be available to students needing computer access at any time of the day. Network Support Wireless Connectivity Supported: ITS will ensure that all BU-owned computer equipment with Wi-Fi ability will be able to connect to Bishop’s official wireless services. The connection of choice for all BU students, staff, and faculty is WIZABU. Best Effort: All personal or BYOD (bring your own device) devices are considered “best effort” for connectivity to Bishop’s wireless services. Clients can use documentation found on the Virtual Helpdesk site, or visit the ITS Helpdesk in the Library Learning Commons. ITS has targeted classrooms and public spaces for the best wireless coverage and impacting the maximum number of people – this means that not all offices and administrative spaces may have coverage, nor will they be prioritized for new coverage locations. Wired Connectivity - Offices/Classrooms Supported: ITS will always ensure that faculty get a form of network connection in their office that will be sufficient for their work, but we will not guarantee that it will be wired connectivity. Best Effort: ITS will attempt to provide one working network connection in all multimedia classrooms, but its presence should only be thought of as a backup to utilizing wireless access in classroom spaces. ITS will attempt to provide one working network connection in all offices occupied by one faculty member, multiple enabled jacks in shared offices (although the number of jacks may not correspond to the number of people in the office). Not Supported: The addition of any office network jacks will only be processed with the approval of the Manager of Infrastructure and consideration of the extenuating circumstances generating the request. There may be costs which must be borne by the client or department. Wired Connectivity - Reznet Supported: ITS provides one working network jack in each residence room which is connected to a service referred to as “Reznet”. ITS will support students connecting to reznet to the level that their reznet account is valid and that the reznet service is working. Best Effort: ITS can only offer best effort support for personally-owned devices which are connected to reznet. Many things (software versions, malware infections, peer to peer file transfer software) can prevent proper logon and operation of the reznet connection. Clients experiencing difficulties should call the Helpdesk from their residence room to begin a diagnostic process. At a certain step, the Helpdesk may require the client to bring their computer into the Helpdesk for further diagnosis of the issue. Virtual Private Network (VPN) Supported: ITS provides a Virtual Private Network (VPN) for staff and faculty members requiring access to internal campus resources from locations off campus. ITS will provide access and instructions to connect to the VPN. Staff requiring VPN access must have their manager place a request with ITS. Best Effort: ITS will attempt to provide support to all clients requiring connection to the VPN from their personal devices, however due to the wide variability of hardware and the state of personal devices, we cannot guarantee that the system will work. Clients may be required to bring their personal devices to the Helpdesk to assist with configuration of the VPN software. Not Supported: The VPN software does not allow for “split networking” – that is, clients connected to the VPN will have all of their network traffic route through Bishop’s, so clients that have other network connected devices in their homes (printers, storage, etc) will not be able to connect to those devices while connected to the VPN. Voice/Video Communications Support Modern Web Communication Software Supported: For staff and faculty requiring videoconferencing to their desktop or classroom, ITS recommends and supports the use of Microsoft Teams. ITS will provide documentation, and one-on-one support for Microsoft Teams as requested by clients. Bishop’s has a backup web conferencing application called “Bluejeans” for which we have a limited quantity of licenses. Bluejeans meetings need to be setup by ITS by placing a request in Octopus. ITS will then send the meeting link and any necessary PIN codes (for the moderator and/or attendees) to the host who can send the information along to all attendees. Best Effort: The Helpdesk will attempt to ensure that any users wanting to host or connect to Microsoft Teams and/or Bluejeans meetings on personal (BYOD) devices get connected properly and with full functionality, but given the diversity of personal devices and the individual state of any piece of technology, we cannot offer a guarantee. The Helpdesk will assist end users with attempting to connect to other platforms such as Zoom, Google Hangouts, etc., but cannot guarantee successful connections or full functionality as these are not fully-supported platforms. Not Supported: ITS cannot be responsible for manual setup of the spaces/technology required to support Bluejeans calls. Traditional Room-based H.323 Video Conferencing Supported: ITS provides support and training for the one H.323 video conference room located in the Library Learning Commons – LLC104. Clients wishing to utilize this system to connect to others, or to participate in a meeting requiring this technology, should contact ITS as soon as possible in advance of the meeting date. Best Effort: While ITS will make every attempt possible to ensure that our rooms can connect to the destination site(s), there are occasions where this is not possible. By providing ITS with advanced notice of the need for these technologies, we will have the time to conduct a test in advance of the needed date and to inform clients if there will be issues. Not Supported: Bishop’s does not have any software solutions that can be used to connect to H.323 video conference systems, so clients wishing to use this technology must utilize this room. Webinar Software Supported: Microsoft Teams has both “webinar” and “live event” functionality and is the only fully supported platform for hosting these events. ITS will assist with Teams webinar and live event usage interest by providing training and coaching in their use. Faculty & Staff members wishing to hold professional-level webinars should consider taking advantage of the production studio in the basement of the Library Learning Commons where they will get both top quality cameras/lighting/sound, and also have a dedicated technician to run their event. Best Effort: Attempts will be made by Helpdesk staff to support staff and faculty who need to access a webinar at their workstation. As webinars sometimes require special hardware (headphones, microphone) clients should be aware that they are responsible to provide that hardware if needed. Not Supported: Aside from webinars run in the studio of the LLC, ITS does not run or manage webinars for clients. Mobile Devices Supported: ITS will fully support iOS devices produced by Apple and owned by Bishop’s University. This “full support” is limited to applications that come pre-installed on the device, the core operating system (iOS) and connectivity to supported BU services. Best Effort: ITS will provide best effort support for aftermarket applications installed on iOS devices. Non-BU-owned iOS devices are also supported at the best effort level. Clients can come to the Helpdesk to get support for their device. Android, Blackberry, Windows phone support is best effort and even basic connectivity to Bishop’s services is not assured. Office/Classroom Telephones Supported: ITS will ensure that person-assigned workspaces are equipped with a working desk telephone. Features of deployed phones are decided by inventory available and features required by the client in consultation with ITS. Best Effort: Every effort will be made to ensure that features required by the client are made available, but there is no guarantee of a match. Note that the definition of “required” may differ between ITS and the client — in this case ITS’s definition will take precedence. Non-person-assigned workspaces (classrooms, labs, meeting spaces, etc) will be equipped with telephones based on requests, available inventory and available connectivity. Not Supported: Any phone that is purchased or provided from outside of ITS is not supported in any way and must not be connected to our telephone system. Online Services BU Email/Webmail Supported: Clients receive full support to connect and use the BU online email service at outlook.office.com with all modern web browsers. Clients using BU-owned and managed computers will receive full support to use the desktop Microsoft Outlook client to connect to their Bishop’s email account. Online access to Office 365 through a modern web browser is the preferred and suggested method of accessing both email and all Office 365 services. Best Effort: The Helpdesk can assist clients using their personal computers to connect Bishop’s email to other software, but offer no guarantee of proper operation. myBU Supported: ITS supports student, faculty and staff to connect to myBU using desktop and laptop computers. ITS also ensures that all links within myBU are operating correctly. Best Effort: Not all browsers are guaranteed to work with myBU. ITS will always assist to the extent that is reasonable, but clients may have to use a non-preferred browser to connect to the site. Not Supported: Some mobile devices may not be compatible with myBU. PowerCAMPUS Self Service Supported: ITS supports students, faculty and select staff to connect to Self Service to conduct required operations relating to course registrations, approvals, and transcripts. Best Effort: Not all browsers are guaranteed to work with the Self Service site. ITS will always assist to the extent that is reasonable, but clients may have to use a non-preferred browser to connect to the site. Not Supported: Mobile devices may not be compatible with the Self Service site. Audiovisual Services AV Setups for Meetings & Events Supported: Client Services will provide audiovisual setups in unequipped spaces for official academic events. Meetings and events run by faculty or staff will also be equipped when necessary, but if unequipped meeting spaces are selected when equipped spaces are available, ITS may charge clients a fee for the temporary-equipping of an unnecessary space. Best Effort: Audio reinforcement (mics/speakers) is rarely needed for groups of less than 40 people. ITS reserves the right to make judgements about the need for microphones when requested for smaller groups. Not Supported: ITS cannot provide any audiovisual services to off-campus locations. Student clubs and organizations cannot request ad-hoc audiovisual setups for non-academic events or meetings, instead needing to use spaces on campus which are properly equipped with the needed technology. Live Video Streaming Supported: ITS will provide both production and technical services for video streaming of the Donald Lecture Series and BU Convocation Services. The streaming service of choice is YouTube, which is free, tested and will broadcast to the Bishop’s University YouTube channel. Best Effort: Other video streaming services (Facebook, Google Hangouts, etc) can be requested by clients, but there is no guarantee of success. Other official university events (than the DLS/Convocation) can request video streaming services but each request is subject to the approval of the Manager of ITS Client Services. Even if approved, charges will likely apply. Not Supported: ITS does not support video streaming for non-official, or student-run, events. AV Equipment Loaning Supported: Students, staff, and faculty can borrow most elements of the ITS AV inventory at the Helpdesk for academic purposes. Students will require authorization from a faculty member to borrow equipment without charges. All equipment is booked on a first-come, first-serve basis, but all academic bookings take priority over casual or 3rd party loans. Best Effort: ITS has a limited supply of equipment and will attempt to satisfy as many requests as possible within that constrain. Not Supported: Equipment loans are not possible for people not associated with Bishop’s University.