Service Catalog

Service Catalog

Computer Hardware, Software and Printing

Desktop and Laptop Computers
Supplying and Purchasing – Departmental

ITS supplies desktop and laptop computers to employees as required by their role at Bishop’s University. ITS has agreements and contracts with certain manufacturers and suppliers for purchasing new desktop and laptop computers and all purchases are made through these agreements.

Available To:

Employees.

How do I get it?

Managers should open a ticket in Octopus to make requests for their employees.

Supplying and Purchasing – PDF/Research

Computers (laptops and desktops) and monitors (screens) you may wish to purchase with your professional development funds must be purchased through ITS. Your PDF will not reimburse purchases of these types if you purchase them on your own.

Available To:

Faculty.

How do I get it?

Please open a ticket in Octopus.

Purchasing for Personal Use

ITS has partnerships with external vendors to offer academic pricing deals on certain pre-configured computer hardware and accessories. All employees and students can benefit from these deals to purchase either a Dell or Apple computer!

Available To:

Employees and students.

How do I get it?

For Dell brand computers, visit the following link:

https://www.dell.ca/bishopsu

Support for Professional Use

ITS will support desktops and laptops deployed to employees by ITS. Additionally, departmental/PDF/research computers that are purchased through ITS will also be supported. 

Available To:

Employees.

How do I get it?

Please open a ticket in Octopus.

Support for Personal Use

Students can bring their personal computers to the ITS Helpdesk for advice and recommendations; however, ITS Helpdesk does not service personal computers. The ITS Helpdesk can provide basic troubleshooting, advice, recommendations and suggest where to bring personal computers for more advanced repair/service.

Available To:

Students.

How do I get it?

Bring your computer to the ITS Helpdesk in the Library Learning Commons.

Laptop and iPad Loans

ITS has a very limited number of laptops and iPads available for loaning to employees and students for emergency situations and very short periods.

Available To:

Employees and students.

How do I get it?

Visit the ITS Helpdesk in the Library Learning Commons.

Peripherals and Other Hardware
Supplying and Purchasing

ITS supplies peripherals and other hardware to employees as required by their role at Bishop’s University. ITS has agreements and contracts with certain manufacturers and suppliers for purchasing new peripherals and other hardware and all purchases are made through these agreements.

Managers should contact ITS to purchase peripherals and other hardware for their employees or departmental projects.

For PDF/research peripherals and other hardware, purchases under $200 in cost (ex. microphones, webcams, lighting, printers, etc), can simply be purchased from a place convenient for you and then submit a PDF reimbursement form which is found on the “Business Office” page in myBU.

Available To:

Employees.

How do I get it?

Please open a ticket in Octopus.

Support for Professional Use

ITS will support peripherals and other hardware deployed to employees by ITS. Additionally, most departmental/PDF/research peripherals and other hardware that is purchased through ITS will also be supported but in some cases, specialized equipment may not be supported. Support for these items will be determined with ITS when purchased.

Available To:

Employees.

How do I get it?

Please open a ticket in Octopus.

Software/Web Services
Microsoft Office Applications

ITS has an agreement with Microsoft to offer Office 365 to the Bishop’s University community. Office 365 offers several services (described below) that facilitate online communication and collaboration, from any device (computer, smartphone, tablet).

ITS will support the use of the standard Microsoft Office applications (Word, Excel, Powerpoint, Outlook, and Teams) for all employees and students.

ITS offers basic support for secondary Office applications (Bookings, OneNote, OneDrive, Sharepoint, Forms, Project, Visio and others as seen on the Microsoft 365 portal) and more advanced features of the standard Microsoft Office applications.

Available To:

Current students, administrative staff, and full-time faculty members are assigned A3 licenses which allow them to install the Microsoft Office software suite on up to 5 computers.

Graduated students, non-administrative staff, and contract faculty members are assigned A1 licenses which allows use of the web-based versions of the Microsoft Office suite.

The desktop version of Microsoft Teams can be installed and used by any employee or student regardless of license.

How do I get it?

Just log in to Office 365: https://portal.office.com/

To install the Office suite: https://portal.office.com/account/?ref=MeControl#installs

Support:

Please open a ticket in Octopus.

Supplying and Purchasing – Departmental

Departments and staff who require special software should consult with ITS before making a purchase. ITS may already have software licenses and support contracts available for the specific software or may be able to offer an equivalent software product already available and supported by ITS.

ITS will offer advice, recommendations and evaluations for new software requests. It is important to collaborate with ITS because certain software may have intellectual property and/or security concerns/constraints and may or may not integrate well with other software already deployed at Bishop’s University.

ITS may have connections with educational software vendors which could ensure better pricing options.

Available To:

Staff and departments.

How do I get it?

Please open a ticket in Octopus.

Supplying and Purchasing – PDF/Research

Faculty requiring 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.

ITS may already have software licenses and support contracts available for the specific software or may be able to offer an equivalent software product already available and supported by ITS.

ITS will offer advice, recommendations and evaluations for new software or information systems requests. It is important to collaborate with ITS because certain software solutions may have intellectual property and/or security concerns/constraints and may or may not integrate well into other information systems already deployed at Bishop’s University.

Available To:

Faculty.

How do I get it?

Please open a ticket in Octopus.

Software Support

ITS provides specific software applications and information systems to certain departments. ITS works with these departments to select the most appropriate software for their needs.

Software support may happen on-site in client offices, at the ITS Helpdesk or through tools which allow us to manage the computer remotely. ITS will ensure these applications are functioning properly and accessible to the users that are authorized to have access to them.

Some applications are accessed via remote desktop versus being installed directly on end-user machines. Some applications may not be available off-campus and some web applications may require a specific web browser to function properly.

Students can bring their personal computers to the ITS Helpdesk for advice on software installations, but we cannot install the software for them.

More information as well as software user guides can be found at the ITS Virtual Helpdesk (Software & Apps – Software section).

Click here to consult the list of supported software applications.

Printing Services
Photocopiers

All employees and students should use the photocopiers located around campus for all of their printing needs by using the “Follow Me” printing service which allows for both secure and convenient printing. 

The following services are supported by ITS: 

  • “Follow Me” printing – the service which allows clients to print and release the documents on any copier on campus by logging-in and choosing to print on that machine 
  • Scanning – the “scan to email” feature is the supported scanning service on all photocopiers 
  • Copying 
  • Faxing – faxing services are available on select copiers around campus and will be indicated on the machine if this service is available 

For photocopier supplies (staples, toner, paper), contact ITS and the supplies will be provided and/or installed. 

Available To:

Employees, students and local community members. 

How do I get it?

There are photocopiers located around campus in most popular areas. Local community members are welcome to use the photocopiers at the Library Learning Commons during opening hours. 

For photocopier supplies (staples, toner, paper), contact ITS and the supplies will be provided and/or installed. 

Support:

Visit the ITS Virtual Helpdesk: https://support.ubishops.ca/

For support with technical issues, please open a ticket in Octopus.

Traditional Printers

In an effort to curb the cost and environmental impact of printing, ITS strongly suggests that all employees and students use the photocopiers for their printing needs, but in certain cases traditional printers may be installed and available for employees to use. 

Requests for traditional printer installations will be evaluated on a case-by-case basis by ITS and the department manager making the request.  Requests will only be approved in cases where a photocopier is not located closeby.  Confidentiality of printing is not a valid reason for the request of a traditional printer, as Follow Me printing on the photocopiers is privacy protecting by design. 

Traditional printers must be connected to a network jack and configured as a campus network printer in order to be used (this is required in order to ensure proper print accounting is maintained). 

ITS will support issues with traditional printers. In the case that an issue cannot be resolved (the printer is not reparable or is not supported anymore), the situation will be evaluated and a replacement printer will be installed if the installation still meets the criteria of having a traditional printer. 

For traditional printer supplies (toner and paper), departments should contact the print shop and pick-up/install the supplies themselves. 

Available To:

Specific employees with approval of their manager and ITS. 

How do I get it?

Managers can open a ticket in Octopus.

Support:

For support with technical issues, please open a ticket in Octopus.

Bring Your Own Device (BYOD) Printing

ITS offers a BYOD printing service that allows personal laptops and mobile devices to access the “Follow Me” printers whenever connected to the WIZABU wireless network. 

Clients must be connected to the WIZABU wireless network to use this service and clients that cannot connect to WIZABU will not be able to print. 

Available To:

Employees and students on all devices. 

How do I get it?

Simply connect to the WIZABU wireless network and select one of the “Follow Me” printers on your device. 

Support:

Visit the ITS Virtual Helpdesk: https://support.ubishops.ca/byod-printing/

ITS cannot guarantee that all devices will be able to print to the “Follow Me” printers due to the wide array of available hardware and software configurations. 

For support with technical issues, please open a ticket in Octopus.

Teaching and Learning

Classroom Support

ITS fully supports all BU-installed technology in the classrooms when being used by faculty for instruction.  

Specialty adaptors necessary to connect client equipment into the classrooms are the responsibility of the client. ITS does have some adaptors at the ITS Helpdesk but only for very popular models. We do not have the capacity to lend adaptors to faculty members or others for weeks/months. 

Available To:

Faculty for teaching purposes. Staff and students for non-class-related activities. External groups for conferences and events. 

How do I get it?

For immediate assistance, faculty should call the ITS Helpdesk (x2273) and someone will come to the room immediately. Non-urgent issues can be reported by submitting a ticket in Octopus.

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. 

Learning Management System (LMS)

Moodle is the official Learning Management System for Bishop’s University classes. 

Moodle is a learning platform designed to provide educators, administrators and learners with a single robust, secure and integrated system to create personalized learning environments.  

Moodle is used for all course content at Bishop’s University. Moodle classes are automatically created for each corresponding professor with “teaching” access granted. Students are added to their corresponding Moodle classes approximately a week before class starts each semester. 

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 ITS cannot vet the data/operation of the external site. 

Modules and plugins must be vetted and installed by ITS. Faculty can request the installation/activation of a feature but 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. 

Available To:

Faculty and students. 

How do I get it?

Log in to BU Moodle here: https://moodle.ubishops.ca/ 

Support:

ITS supports all students and employees 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. 

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 support to other departments on campus (Accommodations, others…) who need to interact with the LMS in support of students. 

For immediate assistance, faculty should call the ITS Helpdesk (x2273) and someone will respond immediately. Non-urgent issues can be reported by submitting a ticket in Octopus. 

Campus Video Platform

Ensemble Video is the only fully-supported video platform for Bishop’s University classes. 

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. 

ITS does not make Ensemble available for students to create content libraries or otherwise add content to the server. 

ITS will provide training to individuals or groups on the use of Ensemble on request. 

Available To:

Employees for uploading video content. Students for viewing video content. 

How do I get it?

Access BU’s Ensemble Video platform here: https://ensemble.ubishops.ca/

Support:

ITS supports all employees for adding content to Ensemble to make it available to internal and external audiences. 

Faculty will receive full support when attempting to put Ensemble content into their Moodle classes, either as one-off videos or playlists of videos. 

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. 

Embedding or otherwise placing Ensemble videos on sites other than Moodle for employees will be supported on a best-effort basis. 

For support with technical issues, please open a ticket in Octopus.

Lecture Capture

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 employees 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) 

Ad hoc 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.  

Available To:

Faculty. 

Support:

To set up recordings or for support with technical issues, please open a ticket in Octopus.

Computer Lab Support

ITS maintains multiple computer labs that users can access on campus. These are located in Nicolls (N110 & N113) and in the Library Learning Commons (as well as a few smaller departmental labs for students in those departments). 

Available To:

Faculty and students.

How do I get it? 

ITS does not coordinate the reservation of computer labs. For classes, please contact the Registrar’s office. For extracurricular use, please contact Accommodation & Event services. 

For more information, please visit the ITS Virtual Helpdesk. 

Support: 

For software installation requests on lab computers, please see the “Computer Hardware, Software and Printing – Software/Web Services – Software Support” service.  

To report any issues with a lab computer, please contact the ITS Helpdesk in the Library Learning Commons or open a ticket in Octopus.

Exam Support

Proctorio and Faronics InSight are the supported exam tools by ITS. 

Proctorio is a remote proctoring service. Proctorio may optionally record the webcam, screen, or other actions during the exam session and share that information with the instructor. 

Proctorio was selected as our online proctoring tool because it is extremely easy to use, well integrated with Moodle, and keeps the privacy of captured data both on Canadian servers, and also not storing any individual’s name attached to the data. 

Students may use computer labs for Proctorio exams if their personal computer is not compatible. 

Faculty members may impose settings on exams using Proctorio that may require students to have minimum system specifications on their personal technology or the internet connection where they are conducting the exam and ITS may not be able to work around those requirements. 

For more information about Proctorio, visit the ITS Virtual Helpdesk. 

Faronics InSight is a lab management tool that allows a faculty member in the computer lab to control and monitor all of the computers in the lab simultaneously.  

Available To:

Faculty conducting exams. Students taking exams. 

How do I get it? 

Faculty members can enable Proctorio exam/quiz invigilation within Moodle. The student will be prompted to download and install a browser plug-in. 

Faronics InSight is already installed in the computer labs on campus and faculty can consult ITS for assistance in its use. 

Support: 

ITS will support students when taking an exam with Proctorio or Faronics InSight. Due to limitations with personal computers and internet connections, we may not be able to ensure compatibility with Proctorio. 

For immediate assistance, faculty should call the ITS Helpdesk (x2273) and someone will respond immediately. Non-urgent issues can be reported by submitting a ticket in Octopus. 

Classroom Technology Training

Network Support

Wireless Connectivity

ITS offers a wireless network named “WIZABU” to all employees and students. ITS will ensure that all BU-owned computer equipment with wi-fi ability will be able to connect to this service. All personal or bring your own device (BYOD) devices are considered “best effort” for connectivity to Bishop’s wireless services. 

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. 

Available To: 

Employees and students. 

How do I get it? 

Connect to the WIZABU wireless network on your device. 

Support: 

Please visit the ITS Virtual Helpdesk site, or visit the ITS Helpdesk in the Library Learning Commons. 

Wired Connectivity - Offices/Classrooms

ITS provides a wired network infrastructure in offices and classrooms. Most offices and classrooms are already equipped with wired network jacks. 

ITS will always ensure that faculty get a form of network connection in their office that will be sufficient for their work but cannot guarantee that it will be wired connectivity in all locations. 

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. 

Available To: 

Employees.

Support: 

Managers may request additional network jacks but the addition 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 for additional network jack installation which must be borne by the client or department. 

For wired network jack installation requests or problems with a wired network jack, please open a ticket in Octopus. 

Wired Connectivity - Student Residences

ITS provides a wired network infrastructure in the residence rooms and there is one working network jack in each residence room. 

Available To: 

Students living in the student residences. 

Support: 

ITS will support students connecting their devices to the wired network jack to the level that the jack is properly functioning. 

ITS can only offer basic support for personally-owned devices which are connected to the network jack. Students experiencing difficulties should call the ITS Helpdesk (x2273) from their residence room to begin a diagnostic process.  The ITS Helpdesk may require the client to bring their computer to the ITS Helpdesk in the Library Learning Commons for further diagnosis of the issue. 

Virtual Private Network (VPN)

ITS provides a Virtual Private Network (VPN) for employees 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. 

The VPN software does not allow for “split networking” – that is, clients connected to the VPN will have all of their network traffic routed through the Bishop’s University network, 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. 

Available To: 

Employees 

How do I get It? 

Visit the following web site in your internet browser: https://vpn.ubishops.ca/ 

Support: 

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 ITS Helpdesk to assist with configuration of the VPN software.  

Communication and Collaboration

E-Mail / Webmail

Clients receive full support to connect and use the BU online email service at outlook.office.com with all modern web browsers. 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. 

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. 

All employees and any additional accounts requested by Human Resources are provided with a primary email address on Office 365. Employees are also created a secondary “long form” email address in the form of firstname.lastname@ubishops.ca which will deliver email to their primary email address 

Available To: 

Employees, current and graduated students. 

How do I get it? 

Login to Microsoft Outlook web online: outlook.office.com 

For email issues, please open a ticket in Octopus. 

Shared Email Accounts

ITS can create additional email addresses (referred to as a “shared email account”) for clubs, committees, and other academic or administrative needs. 

ITS will review requests for shared email accounts to ensure that: 

  • The requestor is authorized to make the request for the access to the email address they’re asking for. 
  • The new email address will not cause confusion for users on campus due to ambiguous or otherwise unclear naming. 

Employees can place requests for these shared email accounts, but students must have either a faculty representative or the SRC place the request for them. 

ITS suggests that the best way to obtain access to shared email accounts is via Outlook for the web, or the official Microsoft Outlook desktop application. Access to shared email accounts via other software may not work as expected. 

Available To: 

Employees and students. 

How do I get it? 

Login to Microsoft Outlook web online: outlook.office.com 

Or use the Microsoft Outlook desktop application. 

For support or for the request of a new shared email address, please open a ticket in Octopus. 

Video Conferencing Software

For employees requiring videoconferencing to their desktop or classroom, ITS recommends and supports the use of Microsoft Teams as our main synchronous communications tool.  Teams has proven itself as both powerful enough for the needs of our employees and students, but also flexible enough to be used in a lightweight manner (just online meetings) or more robustly with the use of “Teams sites” incorporating communications channels, meetings, and persistence of data over the duration of a course. 

Bishop’s has a backup web conferencing application called “Bluejeans” for which we have a limited quantity of licenses. 

Available To: 

Employees and students. 

How do I get it? 

All employees and students can access Teams (or download a copy onto their computer for the best experience) at https://teams.microsoft.com 

Employees wanting a Teams site should open a ticket in Octopus. 

Employees needing a Bluejeans meeting should open a ticket in Octopus. 

Support: 

The ITS 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. 

ITS will provide documentation, and one-on-one support for Microsoft Teams as requested by clients. 

The ITS 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. 

ITS will not provide a setup for video conferencing in spaces that are not already equipped for that purpose. Employees should reserve one of the many spaces already equipped for video conferencing. 

For support, please open a ticket in Octopus. 

Webinar Software

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 by providing training and coaching in their use. 

Employees 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. 

Available To: 

Employees.

How do I get it? 

All employees and students can access Teams (or download a copy onto their computer for the best experience) at https://teams.microsoft.com 

Visit this link for more information about the production studio and how to book: https://support.ubishops.ca/the-production-studio/ 

Support: 

The ITS Helpdesk will support employees 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. 

Aside from webinars that are conducted in the studio of the LLC, ITS does not run or manage webinars for clients. 

For support, please open a ticket in Octopus

Mobile Devices
Supplying and Purchasing

ITS supplies Apple-brand (iOS) tablets and cellphones to employees as required by their role at Bishop’s University. ITS has an agreement with Apple for purchasing new tablets and cellphones and all purchases are made through this agreement. Departmental/PDF/research tablets and cellphones must be purchased and approved by ITS. 

Managers should contact ITS to purchase mobile devices for their employees or departmental projects. 

Available To: 

Employees.

How do I get it? 

Managers may open a ticket in Octopus

Support for Professional Use

ITS will support Apple-brand tablets and cellphones deployed to employees by ITS. Additionally, departmental/PDF/research tablets and cellphones that are purchased through ITS will also be supported. 

ITS can only provide basic support for aftermarket applications installed on iOS devices. 

Available To: 

Employees.

How do I get it? 

Open a ticket in Octopus or bring the mobile device to the ITS Helpdesk in the Library Learning Commons. 

Support for Personal Use

All university employees and students can bring their personal mobile devices to the ITS Helpdesk for advice and recommendations however the ITS Helpdesk does not service personal mobile devices. ITS can provide basic troubleshooting, advice, recommendations and suggest where to bring personal mobile devices for repair/service. 

Personal devices (Apple, Android, Blackberry, Windows phone, etc.) are supported at a very basic level. 

Available To: 

Employees and students. 

How do I get it? 

Bring your mobile device to the ITS Helpdesk in the Library Learning Commons. 

Desktop Telephony

ITS provides a desktop telephone in person-assigned workspaces. Features of deployed phones are decided by inventory available and features required by the client in consultation with ITS. Non-person-assigned workspaces (classrooms, labs, meeting spaces, etc) are equipped with telephones based on requests, available inventory and available connectivity. 

Available To: 

Employees.

How do I get it? 

Managers can place requests by opening a ticket in Octopus. 

Support: 

Every effort will be made to ensure that features required by the employee are made available, but there is no guarantee of a match.   

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. 

For general usage, please consult the ITS Knowledge Base at the ITS virtual helpdesk (Connectivity @ Bishop’s – Telephony at Bishops).

For requests or support, please open a ticket in Octopus. 

Voicemail

ITS provides a voicemail system called the Cisco Unity system to all employees with a desktop telephone. 

For more information about this service, please consult the ITS Knowledge Base at the ITS Virtual Helpdesk (Connectivity @ Bishop’s – Telephony at Bishops – Voicemail System) 

Available To: 

Employees with a desktop telephone. 

How do I get it? 

A voicemail box is provided to all employees with a desktop telephone. 

Support: 

For requests or support, please open a ticket in Octopus. 

Multimedia Services
Permanent Multimedia Projects

ITS offers managers the ability to request permanent multimedia installations in unequipped or under-equipped spaces. 

ITS will work with the client to scope, evaluate, design the project and determine prioritization amongst the planned multimedia projects. 

Available To: 

Managers. 

How do I get it? 

Managers may open a ticket in Octopus

Multimedia Setups for Meetings & Events

ITS offers 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. 

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. 

ITS will make all attempts to provide the equipment/setup necessary for an event, but is also subject to our ability to access the site, and the availability of the client for consultation and setup information prior to the event. 

Available To: 

Employees.

How do I get it? 

We recommend using one of our equipped spaces for your meetings and events. Requests for unequipped spaces can be made by opening a ticket in Octopus or contacting the ITS Helpdesk. 

Support: 

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. 

Requests for unequipped spaces or any support can be made by opening a ticket in Octopus or contacting the ITS Helpdesk. 

AV Equipment Loaning

Employees and students can borrow most elements of the ITS AV inventory at the ITS Helpdesk for academic purposes. Students may require authorization from ITS to borrow equipment. All equipment is booked on a first-come, first-serve basis, but all academic bookings take priority over casual or 3rd party loans. 

ITS has a limited supply of equipment and will attempt to satisfy as many requests as possible within that constraint. Equipment loans are not possible for people not associated with Bishop’s University or for non-academic use. 

Available To: 

Employees and students. 

How can I get it? 

Requests can be made by opening a ticket in Octopus or by visiting the ITS Helpdesk in the Library Learning Commons. 

Support: 

For support, please open a ticket in Octopus or contact the ITS Helpdesk. 

Digital Signage

There are digital signs located around campus in popular areas. ITS provides and installs the hardware necessary for digital signage at the request of Communications. The content displayed on the digital signs is managed by the Communications department. 

Depending on the location and targeted audience, departments may be required to pay either for the hardware or the yearly subscription services for the digital signage. 

Available To: 

Departments.

How can I get it? 

All new sign evaluations should be conducted with the Communications department. The Communications department should place requests for new signs by opening a ticket in Octopus. 

Support: 

Issues with signs should be reported to the ITS Helpdesk by opening a ticket in Octopus.

Recording Studio and Video Production Rooms Reservations/Support

ITS has a production studio located in the basement of the Library Learning Commons and has everything you need to create excellent quality live streams and video recordings. If you have an idea for a project that could benefit from professional quality audio and video, consider booking time in our studio! 

For more information about the services offered in the studio, click here. 

ITS also has video editing suites in the basement of the Library Learning Commons which are bookable by employees and students. 

For more information about the video editing suites, click here (see the Video Editing Suites section). 

Available To: 

Employees and students. 

How can I get it? 

To book the production studio, click here. 

To make a booking into a video editing suite, click here.

Support: 

You can find lots of information at the ITS Virtual Helpdesk. 

For more support, please open a ticket in Octopus or contact the ITS Helpdesk. 

Administrative Services

Account Creation/Modification/Removal

ITS only creates, modifies or removes employee accounts at the request of Human Resources. For new employee accounts, 72 hours advanced notice is required. 

Available To: 

Human Resources. 

Support: 

Human Resources can open a ticket in Octopus. 

Account Technical Issues

ITS offers support for technical account issues. 

ITS makes multiple multifactor authentication (MFA) options available to allow for maximum convenience, however this requires input on the part of the user to configure the most appropriate method for their use. ITS will not remove the MFA configuration from a client account. 

ITS cannot alter the password complexity or frequency of required password change requirements. These requirements are applied at an organizational level. 

Available To: 

Employees and students. 

Support: 

ITS will support employees and students with the following technical account issues: 

  • Password reset 
  • MFA issues
  • Lockouts, login problems, etc
  • Requests from Human Resources or the Registrar’s Office for directory or O365 data inaccuracies
  • Requests from the Registrar’s Office under the Preferred Name Policy 

Employees can call the ITS Helpdesk (x2273). Students must show up in person at the ITS Helpdesk in the Library Learning Commons and will require proof of identification. 

Office Move

From an IT standpoint, office moves are surprisingly complex and many require several hours or days of work to ensure that all equipment is functioning properly and securely once in the new office, and that our networking and inventory records are up to date. 

The network jack layout of the destination office may limit certain office furniture configurations, and in some cases the ability to connect certain hardware in an office. 

Available To: 

Employees. 

How do I get it? 

Employees should provide 5 business days advanced notice for an office move and will have to be available in advance of the move to identify the layout of their desk and equipment in the new office. ITS will provide best effort support for office moves that were not communicated to ITS in advance. 

Faculty members can place office move requests themselves through Octopus. 

Staff members should have office move requests placed by their managers through Octopus. 

An individual office move ticket must be placed for each employee that is part of a larger move. Multiple office moves cannot be contained in a single ticket.  

Information Security

Access to Data

ITS will assist with granting access to the following resources with managerial/owner authorization: 

  • Network drives/files/folders 
  • Email accounts 
  • Calendars 
  • GL accounts 
  • BU-supported software applications
  • Data stored in BU-supported software applications / databases
  • Data stored on Office 365 services 

Users that are granted access to any of the above resources must have a Bishop’s University account or access may be unavailable. Access to the above resources may not be available because of certain technological limitations.  

Available To: 

Employees. 

How do I get it? 

A manager may open a ticket in Octopus to request access to certain data or systems for their employees. 

Support: 

If you have access to a resource and that access is no longer working, please open a ticket in Octopus. 

Virus Protection and Prevention

ITS installs virus/malware prevention software on all ITS-provided computers. ITS offers various references, information and training on a regular basis as part of its proactive effort to prevent virus/malware incidents. 

ITS does not offer virus/malware protection for personal computers or mobile devices but can offer advice and recommendations about appropriate/recommended protection software. 

Available To: 

Employees with an ITS-provided device. 

How do I get it? 

ITS has processes in place and makes a proactive effort to install virus/malware protection software on all ITS-provided computers and devices. 

Support: 

If you have any doubt/questions/concerns about your protection on your ITS-provided device, please open a ticket in Octopus. 

Incidents - Viruses, Malware & Ransomware

ITS will perform post-infection cleaning for ITS-supported devices. 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 employees are expected to save important files to network drives, your Office 365 OneDrive account or maintain your own backups as data on the computer may be lost. 

ITS should be informed immediately about infections or any suspicious activity on ITS-provided computers and devices.  

Employees and students who suspect they have viruses or other malware on their personal computer can bring that computer to the ITS Helpdesk to ask for consultation. The student must remain with their laptop for the entirety of the time that scans are taking place and the ITS Helpdesk cannot actually fix the laptop but can suggest steps that the client can take. 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. 

Available To: 

Employees and students. 

Support: 

For employees, please contact the ITS Helpdesk by phone (x2273) or inperson in the Library Learning Commons. Students may show up in-person at the ITS Helpdesk with their computer. 

Incidents - Phishing, Cybersecurity

ITS should be informed immediately about compromised accounts, documents or services supported by ITS, or any other suspicious activity encountered by users conducting normal business using technology. 

Do not open any suspicious emails. Avoid clicking directly on any links in emails from unfamiliar sources. Instead, visit the website in question manually in your web browser and navigate to the page mentioned in the email or log in to your account by visiting the website manually in your browser. 

If in doubt of an email, contact the company that sent the email by phone to make sure that the email is legitimate. Do not hesitate to contact the ITS Helpdesk for help (x2273). 

Visit the ITS Virtual Helpdesk (Security & Passwords – “IT Security Practices” and “Spam and Phishing” sections) for more information about how to avoid falling victim to an attack. 

Available To: 

Employees using BU accounts/software/systems. 

Support: 

Please contact the ITS Helpdesk by phone (x2273) or in-person in the Library Learning Commons.  

Training

Teaching and Learning

ITS will make personal training available to all faculty members for use of the technology in the multimedia classrooms. 

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 ITS Helpdesk staff that is providing the training to assist with the connection of their own (BYOD) devices to 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 ITS Helpdesk staff and the classroom(s) in question. 

Available To: 

Employees and students. 

How do I get it? 

Please contact the ITS Helpdesk by phone (x2273) or in-person in the Library Learning Commons. 

Cybersecurity Awareness

ITS offers on-demand cybersecurity training to all employees. A limited selection of training is available to students. ITS offers various references, information and training on a regular basis as part of its proactive effort to prevent cybersecurity incidents. 

How do I get it? 

Requests for customized cybersecurity training can be sent to the Manager of IT Client Services by opening a ticket in Octopus however fulfillment may depend on availability of ITS resources.