Contents


Service

University Owned Computing Software Support

Service Manager
T. John McCune
Department
ITS Service Center
Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner
AVP/CIO - Stephen Rieks
Description

The University Owned Computing Software Support service is the installation, configuration and troubleshooting of the university owned and operated computing software. This includes operating systems, Microsoft Office Professional Suite, Google Apps for Education covered under the SUNY-wide contract and various other business related software applications found
on a standard workstation image.

Service Users
Faculty, Staff, and Student Employees
User Services
  • Procurement & Property Control:Facilitating departmental requests for quotes, NYS contract procurement, property control tagging and inventory reconciliation.

  • Installation:installation, setup and testing of computing software.

  • Troubleshooting:in accordance with the system warranty facilitating the diagnosis of the issues and problem resolution.

Business Services
University Owned Standard Software Listing
Technical Services
  • End User Documentation:development and management of web content policies and procedures.

  • Application Configuration & Testing: version control, provisioning and deprovisioning, patch management and testing.

  • License Management: life-cycle management of licensing for all application ensuring compliance, renewals and operability.

Requirements
  • operate university owned computing software

  • current faculty, staff, or student with eServices account

Rates / Cost of Use

There are licensing, support staff and maintenance costs associated with this service which are covered by the student technology fee.

Getting Started
Availability
  • Semester Hours

    • Sunday, 12pm – 10am

    • Monday – Thursday, 7am – 10pm

    • Friday, 7am – 5pm

    • Saturday, 12pm- 5pm

  • Summer/Break Periods

    • Monday – Friday, 8am - 4pm

Getting Help
SLA Notes
  • Users with emergency Computing Hardware Support issues can expect a responsewithin 4 hours and should expect a resolution within 48 business hours of entering a ticket.

  • Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures
NA
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet.
Assigned Primary Support
Tylor Cardone
Assigned Secondary Support

Alex Moon

Dave Torres

Luke Fountaine

Matt Wilson

Nick Nowakowski

RACI Chart

Name: University Owned Computing SoftwareSupport

Description: See above

LevelResponsibleAccountableConsultedInformed 

Primary

Tylor Cardone

T. John McCune

ITS Service Center

Users

Secondary

Denise Maze

T. John McCune

ITS Service Center

Users

Tertiary

ITS Service Center Evening Support Professional

T. John McCune

ITS Service Center

Users

Date Last Modified

Nov 22, 2017


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