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Information Technology Services
About Information Technology Services
SUNY Brockport
Information Technology Service Standards
Information Technology Services (ITS) supports the College's mission in facilitating access, collection, management, and analysis of academic and enterprise-wide information. ITS strives to be a responsive organization that enables learning and research through the application of state-of-the art technology to anticipate and fulfill client needs.
Information Technology Services are committed to:
- Providing the technological facilities, tools, and assistance that students need for success in a diverse and changing world;
- Building, supporting and maintaining the information technology infrastructure that faculty and staff need to advance teaching, research and scholarship;
- Providing advice and leadership in planning for technological developments to meet the academic and administrative needs of the college as efficiently as possible with the resources available.
ITS seeks to provide the highest level of service available for students, faculty and staff. This brochure describes specific measurable standards of excellence. We are making every effort to meet or exceed these service goals. If you have suggestions to improve this service statement or our general operations, ITS staff will gratefully accept your compliments, questions or complaints. You may also wish to call the ITS HelpDesk at (585) 395-5151.
General Services
Make service to you our top priority. We will:
- Acknowledge you immediately at public service desks and assist you within five minutes. We will make special arrangements if you have a complex request, a consulting need, or research problem that cannot be resolved immediately.
- Answer phones immediately and offer to call you back if we must put your call on hold for more than three minutes. Respond to voice mail or electronic mail messages generally within one (1) business day.
- Provide seating capacity and maximum availability for computing services at Dailey Hall Computing Center.
- Provide services on a most-needed basis for all other ITSS staffed facilities. Display hours of operation prominently at all sites, on voice mail, and online.
- Provide a clean, comfortable, and quiet environment for work and study.
- Engage in effective two-way communication by regularly publishing newsletters and guides; meeting with faculty liaisons and department chairs upon request; sponsoring workshops and colloquia to advance learning; and, soliciting feedback through surveys and focus groups.
- Work effectively with policy making bodies such as the College Technology Counsel (CTC) and other groups to promote appropriate uses of technology.
- Respond to signed comments, suggestions or complaints within 5 business days. Widely publicize changes in our services or resources, and provide training opportunities for new services as appropriate.
Client Assistance Services.
Assist you in the use of information resources (computing and communication systems, library collections, and related services) and provide you with the training you need to use them on your own. We will:
- Provide customized consulting services, which will be scheduled within 5 business days of the request.
- Respond to Help Desk inquiries within 2 business days. Attempt to resolve at least 40% of help desk calls immediately over the phone.
- Schedule instruction geared to your needs, including scheduling customized instruction within two weeks of a faculty request, and a regular series of seminars about any supported service or system to any campus group.
- Assist with student residence hall network connection at the start of each semester as one of our top priorities.
- Offer instruction geared to your needs, including scheduling customized introductory sessions each semester, and occasional workshops on any supported service or system to any campus group that requests it.
- Make available online comprehensive, easy to follow, and up-to-date instructions and guides for our services.
- Publish standards and guidelines for the software and hardware that we support and that are essential for network and database compatibility. We request software and licenses for use in labs be submitted at least two week prior to the semester in which they will be used to allow sufficient time for testing.
- Aid in the assessment of your information needs, develop and evaluate potential solutions, and implement agreed upon solutions.
- Provide general purpose printing at all public computing sites.
- Work with clients individually to make reasonable accommodations for special needs.
- Expect users to be familiar with computers and have some knowledge of what they need to have done or be willing to learn.
Computing and Communication Systems.
Provide excellent computing and communication systems to meet your needs. We will:
- Ensure the reliability and at least 99% average availability of all electronic information systems, including central servers and networks.
- Ensure reliability and at least 90% average availability of computers, workstations and printers at all ITS managed sites.
- Guarantee that operating systems and key applications supported by ITS are current and network compatible.
- Provide at least one month's notice for planned operating systems or software changes at public sites and on IT servers.
- Provide you with an initial repair assessment within 2 business days if a site visit is required.
- Announce planned downtime at least 48 hours in advance, and schedule maintenance and downtime during low use hours.
- Maintain back up files on all campus-wide systems so we can restore or reload lost or corrupted files within 5 business days in case of system failure.
- Respond to reported or potential security violations on the same day.
- Investigate immediately any reports of a suspected virus or hacker.
Media Services.
Provide well-maintained technology- enhanced classrooms, and support audio-visual instruction in designated classrooms throughout the campus. We will:
- Respond immediately to problems in classrooms with instructor stations, projection equipment, or any other malfunctions that interfere with the progress of a scheduled class as staffing allows, and respond to all other such problems within 2 business days.
- Deliver and set up computer and media display equipment in classrooms when scheduled 3 business days in advance.
- Provide short-term equipment and PC laptop loans to faculty for classroom related needs on an as available basis.
- Complete written classroom inventory semiannually.
ITSN Priorization Methodology.
640.5- Information Technology Systems and Networking adheres to the following methodology for prioritizing requests. Highest priority is determined according to the following guidelines:
- Systems developed or enhanced as the result of mandated changes. Changes are primarily in response to SUNY, state, or federal rules and regulations.
Most of these changes are the result of financial aid or accounting changes. - Systems developed or enhanced as the result of campus-based changes in academic policy or other general policies.
- Systems or enhancements that greatly improve service to customers, especially student customers. Improvements that either simplify or facilitate a process are those most often considered, for example, online registration.
- Systems or enhancements that provide direct or indirect cost/benefit improvements either in resources or length of time required to complete a task. This is often to enhance processing within a functional office of the College. Occasionally, it
is to improve utilization of computing resources, but usually it is to address the lack of personnel in an operating unit of the college. - Systems or enhancements with low priority that require minimal support. It is our intent to devote a small amount of effort to those requests which are always placed so low on the priority list that their needs would not normally be addressed. By devoting a minimal amount of our scarce resources to them, we can continue to improve customer service. These requests are often accomplished during "wait" periods while working on projects that meet the first four priorities above.
ITS Helpdesk PC/Mac Supported Software
| Operating Systems | XP Mac OS 10.3 - 10.5.x |
|---|---|
| Word Processing | Office 2003, Office 2007 and 2008(MAC) |
| Web Browsers | Internet Explorer 7.x Firefox 2.x, Safari 3.x |
| Webmail Thunderbird, Outlook 2003, Outlook 2003, Mail.app (Mac) |
|
| Statistics | SPSS 16.x, Minitab 15.x |
| Anti-Virus Utilities | McAfee Enterprise 8.0i |
| Web Page Development | Adobe Web Standard CS3 Edition* |
| Telnet Clients | SSH, Putty |
| X-Terminal Emulators | Xserver |
| Utilities | Adobe Acrobat Reader, Real Audio, Winzip, QuickTime |
| Graphics | Adobe Creative Suite CS3 Design Premium** |
| Mathematical Modeling | Maple 12.x, Mathematica 6.x |
| Geographics | ESRI ArcGIS 9.2** |
