Service Catalog

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 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. Charges might apply for installations which are problematic or which we cannot automate.
  • Students can bring their personal computers to the Helpdesk for advice on software installations, but we cannot install the software for you.

Not Supported:

  • ITS cannot install software on non-BU-owned computers unless it is Microsoft Office and the computer belongs to a staff or faculty member. There is a charge of $20 for this installation.
Viruses & Malware
Supported:

  • ITS will ensure that all Bishop’s-owned computer hardware 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 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 computer technician.
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 get better pricing.

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.
  • 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.
  • 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.
Moodle
Supported:

  • 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 VP Academic.

Best Effort:

  • Moodle is assured to work on modern desktop browsers, but there is no guarantee of full compatibility with mobile devices.
  • Moodle connectivity to external services (video embedding, RSS viewers, calendar importing, etc) cannot be assured as we cannot vet the data/operation of the external site.

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 and that user experience for other users is not diminished.
Computer Lab Reservations
Supported:

  • During academic semesters, ITS will take one-off bookings for computer labs.  (Should a faculty member require a computer lab for use during the entire semester, they should coordinate that booking with the Records Office.)
  • 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 Conferences Office.
  • Lab bookings at these times are subject to the availability of lab space and may be subject to costs.

Not Supported:

  • The Library and Hamilton 150 computer labs are not available for bookings as they are public labs which are guaranteed to be available to students needing computer access.

Network Support

Wireless Connectivity
Supported:

  • ITS will ensure that all BU-owned computer equipment with WiFi 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 will have coverage, nor will they be prioritized for new coverage locations.
Wired Connectivity - Offices/Classrooms
Supported:

  • ITS will always ensure that faculty get some form of connection in their office, but we will not guarantee that it will be wired.

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 these classrooms.
  • 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 individual machines, we cannot guarantee that the system will work.
  • Clients may be required to bring their personal machines 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

Bluejeans Video Conferencing
Supported:

  • For staff and faculty requiring videoconferencing to their desktop or classroom, ITS has licensed a web conferencing tool called Bluejeans which allows the voice and video connection of up to 25 people.  Only a webcam is required and clients who do not have one on their office computer can borrow one from the Helpdesk.
  • ITS will facilitate the setup of these calls and will provide a tutorial session on the use of the application.

Best Effort:

  • As Bluejeans uses standard webcams and microphones (usually integrated in the webcam or built into a laptop) it may not be the ideal solution for a large classroom space, or it may require that students reposition themselves in the classroom to be properly seen and heard by participants on the remote end.

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 two H.323 video conference rooms located on the Bishop’s campus (H300 and N312).
  • Clients wishing to utilize these systems 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 one of these two rooms.
Webinar Software
Supported:

  • There are no fully-supported webinar software platforms

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.
Skype / Google Hangouts / Other Video Chat Software
Supported:

  • As there are simply too many platforms with varying degrees of reliability and features there are no fully-supported, free video chat services.

Best Effort:

  • The Helpdesk will try to assist clients with video chat applications that they are using, and in many cases will be successful, but we can offer no guarantees.
Mobile Devices
Supported:

  • ITS will fully support iOS devices produced by Apple and owned by Bishop’s University.
  • This 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 after market 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 phone 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 to the BU Webmail service at webmail.ubishops.ca 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.

Best Effort:

  • The Helpdesk can assist clients using their personal computers to connect Bishop’s email to other pieces of software, but offer no guarantees of 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:

  • Mobile devices are not 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 are not 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 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.

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 off campus.
  • Student clubs and organizations cannot request audiovisual setups for nonacademic events, club meetings or other auxiliary needs.
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 (Ustream, 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.
  • Event 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 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.