Computer Labs
The intent of this document is to describe OIT Computer Labs and services provided by the Office of
Information Technology (OIT), define boundaries of such services, and identify levels of services all
clients should expect.
OIT runs numerous Computer Labs across the University of Minnesota Twin Cities campus. The
facilities, equipment, software, and other resources available are designed to offer a wide range of
services and accommodate the diverse needs of the University community.
http://oit.umn.edu/computerlabs
Definition of Services Provided
OIT provides common good Computer Labs and services and management in numerous locations
that are available for use by all campus colleges and departments. The OIT Computer Labs provide
computing resources to the University’s academic community. Services include, but are not limited
to, appropriate availability and accessibility, current computer hardware and software
technologies, and proficient technical and operational support staff (both student and full-time).
OIT-owned and managed Computer Labs are described in this service statement. Local
Definition of Terms
departments have established specific agreements with OIT to have priority commitments in
specific OIT Computer Labs. OIT Computer Labs services and management includes, but is not
limited to the managing of computer hardware, software, printers, security, staffing, consulting, and
surveys and reporting of the operations at the end of a semester.
Service Performance
Hours are available on the OIT Computer Labs website (http://www.oit.umn.edu/computer-
Hours of Operation
labs/locations-hours/). Operational status for many systems is available on the Services & Systems
page (http://systemstatus.umn.edu).
People who access the OIT Computer Labs will be surveyed periodically to evaluate their
Performance Feedback and Evaluation
satisfaction with services provided.
Maintenance of OIT Computer Labs is normally scheduled outside of the regular hours of operation.
Scheduled Maintenance
Major hardware upgrades or replacements will be scheduled during times of low usage (often
during breaks or summer). Scheduled facility maintenance will be announced well in advance, both
via email to college and departmental contacts, and in postings in the labs.
Office of Information Technology – University of Minnesota 1
Computers in the facilities are on a three-to-five year replacement schedule. Repairs are completed
within two days of being reported. Work is typically performed by certified technicians.
OIT Computer Labs are dependent upon the University data center power, network, and related
Dependencies
systems. The availability of those systems will have a direct impact on the availability of this
service.
Power There must be power to OIT Computer Labs Facilities Management
Service Dependency on Service Service Provider
Network There must be network access to OIT Computer Labs OIT
Vendor Vendor support may be required for resolving complex Vendor
problems. Support timetables from vendors are highly
variable and will extend time needed to resolve problems.
Payment Managed printing services have additional dependencies U Card Office
transaction due to the GopherGold commerce transaction channel
Server & Access to services, including Active Directory, NetFiles, OIT
Storage Pharos Uniprint, etc.
Service Provider and Customer Responsibilities
Each OIT Computer Lab is supported by managers and technically proficient operational support
Staffing
staff (both student and full-time) who are responsible for the scheduling, management, and
maintenance of the facility.
OIT Computer Labs management’s goal is to provide a computing environment that assists the
OIT Duties and Responsibilities
faculty, staff, and students of colleges/departments with their academic goals. Baseline training on
the use of lab computer hardware is available for instructors by request. Software preferences will
be established by administrators per OIT security standards for all installed applications as well as
software to prevent virus and security threats.
Authentication through UMN Active Directory, for both Mac and Windows platforms, is used to
control access to the Computer Labs and enhance their security.
A standardized printer services model supported by OIT’s Pharos Uniprint enterprise project will
allow for printing in each facility. Please note that there is a charge for printing. Check the
Computer Labs website (http://www.oit.umn.edu/computer-labs/printing/laser-printing/) for
current pricing.
Scheduling of OIT Computer Labs classroom facilities can be done using the Office of Classroom
Management’s R25 scheduling resource, taking into consideration the priority commitments that
have been outlined in specific OIT-departmental agreements. Classroom reservations should be
made one week in advance using the online submission form (http://www.oit.umn.edu/computer-
labs/facility-reservations/). Submit request for installation of specialized software or hardware at
least two weeks in advance of projected use using the online submission form
(http://www.oit.umn.edu/computer-labs/software-requests/).
Office of Information Technology – University of Minnesota 2
The OIT Computer Labs team will be expected to provide the following for use in the Computer
Labs facilities:
• Ensure that instructors have hardware and software available for teaching as described
within this agreement
• Ensure that the repair of hardware is done within two days
• Communicate and coordinate with staff in local units to minimize disruption to end users
• Notify customers about all scheduled maintenance
• Meet response and resolution times associated with service-related incidents
• Generate and make available all necessary service level reports
• Work with the University’s Disability Services Department to provide all necessary
adaptive technologies
Adhere to any related policies, processes, and procedures
Customer Duties and Responsibilities:
Report problems with hardware and/or software to the Computer Labs team
•
Provide input on the quality and timeliness of service
•
Communicate with facility personnel at least one week in advance to schedule facilities
•
Submit request for installation of specialized software or hardware at least two weeks in
•
advance of projected use
•
Instructors agree to visit the lab in advance of their class to test requested installations and
verify that all aspects of the environment are suitable for their needs
•
Submit all questions and requests about Computer Labs via email to oitlabs@umn.edu
Provide a departmental contact name, phone number, and email address to receive
•
announcements/alerts for distribution to appropriate staff
•
All OIT Computer Labs staff members are trained to be responsive to problems that could arise in
Problem Management
the Computer Labs.
Aside from outages (e.g., network or power outages) that are outside of the control of Computer
Normal Operations
Labs personnel, OIT Computer Labs have a negligible amount of interruptions. To support the
ongoing success rate, OIT will document interruptions and provide them on request.
In the event of unexpected service interruption, OIT will update the System Status web page
(http://systemstatus.umn.edu/), post notices in the facilities, and alert college and departmental
contacts whose classes use the facilities.
The OIT Computer Labs adhere to the University of Minnesota’s policies, standards, and guidelines
Policies
governing the use of information technology resources. OIT Computer Labs access is available to
anyone who has a University Internet ID enabling computer sign on.
Computer Facilities – Access Use and Rules
http://www.oit.umn.edu/computer-labs/Policies/
University of Minnesota Information Technology policies are available on the web at:
http://www.policy.umn.edu/groups/ppd/documents/index/policycategories.cfm?ctg=4&subctg=37
Office of Information Technology – University of Minnesota 3
Polices related to this statement include:
Acceptable Use of Information Technology Resources
http://www.policy.umn.edu/groups/ppd/documents/Policy/Acceptable_Use.cfm
User Authentication for Access to University Computer Resources
http://www.policy.umn.edu/groups/ppd/documents/Policy/x500pol.cfm
For more information about this and other OIT services, visit the OIT service catalog
More Information
(http://www.oit.umn.edu/services-systems/).
This statement of service will be reviewed annually.
Service Statement Maintenance
Last revision: August 2010
File Name: Student Computer Facilities.doc
Office of Information Technology – University of Minnesota 4