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ISU Service
Descriptions
Provide end-user support for Microsoft Windows desktop PC's and laptops, Macs, and Blackberry and Palm OS PDA's, printers and peripherals. Support functions include end-user support, problem resolution, hardware and software procurement, hardware installations (moves, adds, changes), software installations (OS upgrades, approved exceptions), computer replacement maintenance (break/fix), monitoring, diagnostics, LAN and network connection troubleshooting, analysis and solutions to problems with varying degrees of complexity to restore or enhance services, inventory and track software and licenses, document calls in a call tracking database (Remedy), orientation for new users and some training for existing users, conduct periodic audits, basic reporting on resource utilization, and budget planning.
See also:
- Desktop services
- Rates and additional fees
Provide end-user support for Microsoft Windows desktop PC's and laptops, Macs, and Blackberry and Palm OS PDA's, printers and peripherals in research laboratory environments. Support functions include end-user support, problem resolution, hardware and software procurement, hardware installations (moves, adds, changes), software installations (OS upgrades, approved exceptions), computer replacement maintenance (break/fix), monitoring, diagnostics, LAN and network connection troubleshooting, analysis and solutions to problems with varying degrees of complexity to restore or enhance services, inventory and track software and licenses, document calls in a call tracking database (Remedy), orientation for new users and some training for existing users, conduct periodic audits, basic reporting on resource utilization, and budget planning. Tier II desktop support services are designed to serve the unique needs of customers in research laboratories, where the demand for support is lower and, typically, less urgent than in clinical and administrative environments. Because the demand for support is lower, the ratio of computers to support technicians is higher than for Tier I desktop support services.
Services Excluded & Additional Costs:
Excludes services related to initial platform and account conversion activities; analyzing exceptions software; (these services are charged out at the Technical Support hourly rate). Excludes setup of new computers. Requests classified as projects will be subject to our hourly computer support rate. Additional charges will also apply for vendor support (e.g., printer and peripheral service and support); computing parts and consumables; patch cables; Ghost software licenses for initializing computer image; BES (Blackberry Enterprise Software) licensing for synchronizing Blackberry PDA's with Exchange.
See also:
- Desktop services
- Rates and additional fees
Provide storage for excessive space requirements. Includes data backup to disk 1 time per day for 21 days and off-site tape backup storage for 7 years. Includes file auditing for HIPAA and reculatory compliance. High availability architecture with on-deman virus scanning built in. Includes 200 MB per user of shared file space for departments of the S/Med. Totals are cumulative by department and provisioned in 1 GB increments. Examples of use: sensitive data including PHI, flat file (PDF, Word, Excel, PowerPoint, video, multimedia) storage, sensitve data including PHI, database files, block level storage for demanding, high performance systems).
See also:
Mass storage option for clients with large amounts of data. Includes data backup to disk 1 time per day for 7 days and off-site tape backup storage up to 1 year. Includes 200 MB per user for shared files for departments of the S/Med. Totals are cumulative by department and provisioned in minimum of 1 TB (1,000 GB) increments. Examples of use: flat file (PDF, Word, Excel, PowerPoint, video, multimedia) storage, backup target for raw research data, research data archival, non-sensitive data).
See also:
Initialization of new or existing desktops to ISU standard configuration; initialization of accounts and account conversion; analysis and processing of exception software requests; classroom training; and, in general, requests that are deemed as customized desktop support, e.g., new requirements to comply with federal, state, or campus regulations, facilitation of office moves/relocations, Blackberry enterprise mailbox activation assistance, troubleshooting, and other.
See also:
100 MB of free email storage per user; two levels of virus protection;
Outlook Web Access (OWA) over SSL; SPAM filtration; Secure POP and Secure
IMAP; robust system availability through clustering technology; access
to campus locator system contact information; intra-organization calendaring
with Medical Center and other department staff; and BES connectivity for
Blackberry users provides wireless synchronization of email, calendar
and contact information.
See also:
150 MB of free data backup; 9 GB OS backup for disaster recovery;
offsite backup storage with Iron Mountain; disaster recovery; system security
from host based fire walls and centrally managed virus scanning engine;
operating System tuning and support includes patch management, system
log auditing; and real time system health monitoring. ISU will own administrative
rights on all servers, though ad-hoc exceptions will be made to departmental
system administrators and vendors as required.
See also:
Operations project management; project estimation; technical resource
management and allocation; project budgeting and planning; coordination
with campus IT partners; systems analysis and requirements gathering;
meeting facilitation; usability testing; problem resolution; and change
management.
See also:
Requirements gathering, technical design, development, testing, debugging,
implementation, and maintenance for software applications. Development
performed primarily on Microsoft platforms including Access, Visual Interdev,
Active Server Pages (ASP), ASP.NET, Visual Basic 6 (VB6), VB.Net, SQL Server
2000, XML, Windows Server, and IIS 5.0.
Development in FileMaker Pro, Cold Fusion, FoxPro, or other non-Microsoft
platforms.
See also:
- Import and export data from various Access, Oracle, Text, Excel, or SQL
Server formats and translating and manipulating the data into proprietary
database structures.
- Data modeling: determine data elements to capture; construct or modify
a database schema to accommodate data relationships and elements; test
model.
- SQL development: Code stored procedures, triggers, functions, jobs,
and schema of the database. These pieces allow the programmer’s
code to communicate with the database and retrieve data correctly for
use in the programs. Develop algorithms.
- Application/Data/Database Debugging: resolving bugs and reported
errors, which includes going through the application code not just the
data, stored procedures, triggers, or the schema.
- Encrypt databases containing confidential data. (Note: In accordance
with SB1386 and HIPAA Security regulations, all databases containing
ePHI and/or SSN must be encrypted if hosted by ISU.)
Development in Oracle, MySQL, FoxPro, FileMaker Pro, and other non-Microsoft
platforms.
See also:
Application software hosting and maintenance on dedicated or shared servers.
Currently host Visual Basic, ASP, ASP.Net, Cold Fusion, FileMaker Pro,
and FoxPro applications. Qualified departmental developers will be given
administrative rights to applications.
See also:
150 megabytes per database (for additional storage needs, see Additional
Storage service). SQL Server and Access database services include database
backups; data restores upon request; database capacity management and
planning; logging, exception, and audit reporting; system, data, and connectivity
troubleshooting; database optimization; operating system and database
software upgrades; security and encryption; integration and production
data environments. For all other databases, including FileMaker Pro and
FoxPro, services include database backups and encryption (FoxPro only).
Qualified departmental database developers will be given administrative
rights to databases.
Database development environment.
Oracle, Sybase, and MySQL databases.
See also:
Applications and database development project management; project estimation;
technical resource management and allocation; project budgeting and planning;
coordination with campus IT partners; systems analysis and requirements
gathering; meeting facilitation; usability testing; problem resolution;
and change management.
See also:
150 MB of space; website usage statistics through Web Trends; audio and
video streaming; domain name service "yourdepartment.medschool.ucsf.edu";
website indexed and searchable through medschool.ucsf.edu and your own
site; and nightly backup of websites.
See also:
Personas and end-user workflow definition; user research (including usability
tests, secondary research, competitive analysis, and user interviews);
user interaction interface design for Web and desktop applications; graphics
design; functional requirements gathering; website maps and visual representation
of site structure; site prototypes; content inventory creation; content
and site navigation planning; and website strategy planning.
See also:
HTML template creation including custom templates; Web JavaScript development
of user interface elements that require special functionality (i.e. rollover
effects, drop down menus etc); Web accessibility development, which is
in conformance with nationally recognized accessibility guidelines; Web
content provider training on Web templates; Web graphics production; Web
flash design and production; and online surveys.
See also:
Tools and assistance to departmental end-users who provide and update
content on websites hosted on ISU’s SOM Web server.
See also:
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