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					                                                Faculty of Humanities ICT Office




                                                    Service Catalogue
                                               Faculty of Humanities




Release       Public
Circulation   None
Date          18/5/2011
Author        John Smith
Version       1.5
Filename      Service Catalogue 1-5.doc
Location      Humanities ICT Office Web Site




                                     1
Contents

           Introduction                           3
           List of main service categories        4
                        Account Management        6
                         Applications Support     8
                               Cluster Service   21
                         Service Management      25
                                 Data Service    26
                             Desktop Systems     29
                                        Email    32
                              Mobile Systems     33
                   Network and Infrastructure    35
                                      Printing   40
                            Research Support     42
                                      Security   44
                         Shared Service Desk     46
                       Teaching and Learning     49
                     IT Training Coordination    51
                                 Web Service     53
           List of supported applications        58
           List of supported clusters            65
           Supported computer specifications     66
           Document Revision History             67




                                       2
Introduction
This service catalogue identifies those services delivered by the Faculty ICT Office. The
catalogue excludes services provided by the IT group in MBS. Some of the services
described are used in MBS. Many services rely on services and infrastructure provided by
the IT Services Division (ITSD).




                                           3
Main Service Groups

The services are grouped under these major headings. Control Click on the heading to go to the corresponding section.

     Service Group                                                           Description
Account Management      Computing accounts are maintained (created, extended, deleted, rights granted, passwords, quotas)
Applications            Support for use of applications software. An agreed list of standard applications which get full support:
                        procurement, installation, updates, advice, documentation provision, training and trouble shooting. Specialist
                        applications receive install only support. Where possible installation is via provision on the standard software
                        image for clusters and staff. 1st line support is provided for University Business applications. Where there is a
                        requirement for research that cannot be met by off the shelf applications or databases then software
                        development is available. A consultancy service is available to discuss special applications and database
                        requirements. Software licence management including licence servers are provided.
Clusters                Planning, procurement, installation, day to day maintenance, booking and adding software required by Faculty to
                        the standard software image for Faculty clusters. A reduced service is provided for school clusters. Checking will
                        be provided on School clusters making use of the Central printing Scheme.
Data                    Services are provided for sharing data, data archiving, data backup and restoration. The ITSD services P: is
                        recommended for personal data. A bulk scanning service is available.
Desktop Systems         Procurement, configuration design, installation, maintenance and disposal of standard desktop systems. A full
                        service is provided for a standard Windows desktop using a managed desktop environment. Much more limited
                        support is provided to other desktop systems including Linux and Apple systems.
Email                   Policy is to make use of the ITSD email service. The situation is the same for the mailing list service. Support for
                        email client software is provided as part of the standard application support.
Mobile                  Laptops (elements additional to that provided under the desktop systems service including encryption), PDAs,
                        mobile phones etc. A limited service of connection to the University network and email systems is provided for
                        those devices that appear on the ITSD list of supported devices.
Network and             Procurement, installation (of certain elements), maintenance, network address registration, monitoring of the
Infrastructure          network infrastructure including wireless. Support for roaming access to the network. Asset management (all IS
                        assets connected to the network). Server provision and support including limited support of some server based
                        applications.
Print                   Support for network printers (including charged printing), desktop printing and reprographics.




                                                                       4
    Service Group                                                         Description
Research              Consultancy on research bids is provided for appropriately costing the IT elements and to identify the appropriate
                      IT solutions to be included. Where required bespoke databases or applications can be provided (see applications
                      support).
Security              Dissemination of information on security policy, configuration of Faculty equipment, monitoring and response to
                      both security breaches and breaches of policy on the proper use of computers (including legal requirements).
Service Desk          The shared IT service desk (Humanities, ITSD and other Faculties and divisions provide staff for this service)
                      provides a single point of contact for IT issues. Requests for standard services, reporting of service failures, IT
                      related questions and requests for service changes are handled. Requests may be submitted in person, by
                      telephone, email or web forms. The Humanities team make announcements about planned downtime or service
                      changes. A Humanities ICT Office web site has a section providing answers for Frequently Asked Questions, a
                      link to the Knowledge Base for more extensive self help material and facilities to see service announcements and
                      track the progress of service requests.
Service Management    Management of the Faculty IS services, advice to Faculty management and committees and to School
                      Management and Committees on IT issues including new technology.
Teaching & Learning   Advice is provided on types of e-learning and examples of good practice are disseminated. Consultancy is
                      provided on the use and suitability of a VLE (Virtual Learning environment) in a particular context. VLE sites are
                      constructed, material loaded and maintenance carried out. Registration for access to the VLE is supported. The
                      production of video and other multi-media teaching and learning materials is carried out. These services are
                      provided by Academic Services and are included here because of their strong relation with the ICT office. AV
                      support is provided by the ICT Office in Faculty computer clusters.
Training              ICT Training is provided by the Client Services section of ITSD. In Humanities we provide a limited training needs
                      analysis service which identifies training requirements in the Faculty and matches those against the training
                      provision. Training resources to match these needs are identified. Some online resources are developed and
                      training sessions provided where there are gaps in central provision.
Web                   Web site hosting services are provided. Other web based services such as forums, on line surveys and wikis are
                      supported. Advice is provided on the design of web sites in line with relevant legislation and University
                      guidelines. Technical support is provided for web publishers. Content production and loading is not normally
                      provided.




                                                                    5
      HS 1 - Humanities Faculty Account Management
Authentication is the mechanism by which a user is identified by an IT service.

Authorisation is the process by which a user is given permission to use, and to what level,
an IT service.

To access most IT services you need an IT account and with associated username and
password. Where possible a single centrally held set of account credentials are used to
authenticate to each service. This is not the case for all services and so a user may find
themselves having several passwords and perhaps also a number of different usernames.

For services developed by the Faculty the objective is to make use of the central
authorisation systems by having the service query them to validate a username and
password. Where this is not possible authorisation is then considered to be a component
of the individual service and hence the responsibility of the individual service owner.

This policy means, that in the main, Faculty users make use of a central IT account. The
Humanities ICT Office role is to maintain that account by using tools provided by ITSD.
Most users‟ central accounts are created automatically from the Human Resources system
and/or the Student Records system.

For many services, the user appearing in the HR system or the Student Records system is
the only authorisation needed. The standard University account generated as a
consequence of having such an entry will give access to these services. For other services
specific authorisation is required. Authorisation would normally be granted by the
relevant Business team, e.g. access to the Finance system would normally be granted
based on person roles by staff in Finance. The Humanities ICT Office role will be limited
to advising users where to get authorisation or giving the accounts the level of rights
required based on authorisation granted elsewhere.


Sub Services

University IS Account Maintenance        HS1-1



HS1-1 University IS Account Maintenance

Service Owner – Service Support Manager

Brief Service Description: University IS accounts are maintained using tools provided
by ITSD. The maintenance is usually done as result of a user request to the service desk.


                                             6
For example if a user‟s account has become locked because a wrong password has been
entered, the user contacts the service desk and the account is unlocked.

Accounts are created by the appearance of appropriate entries in either the HR system or
the student records system. This includes arrangements for honorary members of staff,
visitors and retired staff. Short duration emergency accounts will also be created for staff
and students whose accounts have not yet been created by the standard route. These
emergency accounts will be reconciled with the standard accounts when they are created.




                                             7
  HS2 - Humanities Faculty Applications Support Policy

Objectives

To provide and support a portfolio of applications to allow Faculty to carry out standard
teaching, research and administration activities. A more limited procurement and
installation service is also provided for specialist software needs. A development service
for research applications is provided for those cases where suitable applications are not
present in the University‟s portfolio and appropriate software is not available for
purchase. Licensing related services are available to make sure appropriate licences are
held.

Application support levels
The following tables outlines 5 levels of support ranging from level 1, full support, to level 5, not
supported by the Faculty.


Level                      1
Description                Fully Supported (1): a product which is used throughout the
                           Faculty and for which a standard configuration is appropriate


Delivery                   Products will be made available through the Managed Desktop
                           Environment
                           A testing specification will be developed and maintained ensuring that
                           the product is configured in a standard manner
                           Upgrades will be monitored and expertise developed ensuring that the
                           product can be fully supported from release


Documentation              Where possible links to manufacturers documentation will be
                           published
                           Introductory documentation, supplementing that provided by
                           manufacturers and supporting key business processes or other specific
                           activities will be produced by the Faculty


Training                   Provide guidance on where to find training resources (which may
                           include locally developed resources).

Advice                     Provide advice and guidance as to whether the product meets specific
                           requirements
                           Provide advice and guidance for installation
                           Provide advice and guidance for basic use
                           Provide advice and guidance for advanced use


Support/Maintenance        Stable versions with a stable user interface will be available at the start



                                                    8
Level              1
                   of and maintained throughout the academic year
                   Known issues will be published through a Frequently Asked
                   Questions web site
                   Further versions released during the year will be made available for
                   testing purposes on release
                   A future watch will ensure that support is available on release
                   Problems will be reported to suppliers
                   Problems will be chased with suppliers and fixes applied if provided


Asset management   Licences, with the exception of those products managed centrally by
                   the IT Services Division, will be managed by the Faculty




                                           9
Level                 2
                      Supported (2): a product in common use throughout the Faculty
Description           but for which a standard configuration is inappropriate


Delivery              Products will be made available through the Managed Desktop
                      Environment
                      Upgrades will be monitored and expertise developed ensuring that the
                      product can be fully supported from release


Documentation         Where possible links to manufacturers documentation will be
                      published


Training              Provide guidance on where to find training resources (which may
                      include locally developed resources).

Advice                Provide advice and guidance for installation
                      Provide advice and guidance for basic use
                      Provide advice and guidance for advanced use


Support/Maintenance   Stable versions with a stable user interface will be available at the start
                      of and maintained throughout the academic year.
                      known issues will be published through a Frequently Asked Questions
                      web site
                      Further versions will be made available on release in addition to the
                      "stable" version.
                      a future watch will ensure that support is available on release
                      Problems will be reported to suppliers
                      Problems will be chased with suppliers and fixes applied if provided


Asset Management      Licences, with the exception of those products managed centrally by
                      the IT Services Division, will be managed by the Faculty




                                              10
Level                 3
Description           Basic Support (3): a product in use across more than one school and for
                      which a standard configuration is appropriate


Delivery              Working in conjunction with colleagues from schools products will be made
                      available through the Managed Desktop Environment


Documentation         Where possible links to manufacturers documentation will be published


Training              None provided by the Faculty.

Advice                Limited installation advice, i.e. does the application open, provided by the
                      Faculty


Support/Maintenance   Stable versions with a stable user interface will be available at the start of and
                      maintained throughout the academic year

Asset management      None provided by the Faculty




                                               11
Level                 4
Description           Minimal Support (4): a product in use across more than one school but for
                      which a standard configuration is inappropriate


Delivery              Working in conjunction with colleagues from schools products will be made
                      available through the Managed Desktop Environment


Documentation         Where possible links to manufacturers documentation will be published


Training              None provided by the Faculty


Advice                Limited installation advice, i.e. does the application open, provided by the
                      Faculty


Support/Maintenance   None provided by the Faculty


Asset management      None provided by the Faculty




                                               12
Level                 5
                      Not Supported (5): products which are used exclusively within a single
Description           school or which have no standard use or configuration


                      Working in conjunction with colleagues from schools products may be made
Delivery              available through the Managed Desktop Environment


                      None provided by the Faculty
Documentation

                      None provided by the Faculty
Training

                      Limited installation advice, i.e. does the application open, provided by the
Advice                Faculty


                      None provided by the Faculty
Support/Maintenance

                      None provided by the Faculty
Asset management




Sub Services

Licence Administration & Management                            HS2-1
Creating application objects for MDE                           HS2-2
Specialist applications service                                HS2-3
Standard applications service                                  HS2-4
Business application service                                   HS2-5
Bespoke application service                                    HS2-6
Applications Consultancy                                       HS2-7
Database Consultancy                                           HS2-8
Applications Development                                       HS2-9
Applications Decommissioning                                   HS2-10
Hosting of applications                                        HS2-11
Database Hosting                                               HS2-12
Software Media Loans                                           2-13


HS2-1 Licence Administration and Management

Service Owner – Procurement and Compliance Officer
Brief Service Description:



                                               13
Most software is licensed in one form or another: this can either be via site licences,
licences obtained at the time of use from a server (typically to restrict the numbers of
copies or location of the use of the software), or via individual licences for a specific
application on a specific machine. The ICT Office manages the procurement and
maintenance of licences, runs its own licence servers and liaises with ITSD for the central
ones. It also monitors the use of applications within the faculty to ensure compliance and
cost-efficiency.

Reliance on other services: IT Services for provision of licence servers and procurement
of University-wide licenced applications.



HS2-2 Creating application objects for MDE

Service provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager

Stakeholders: All Faculty Schools including Admin, all University students, Faculty
Academic Staff and Admin Staff (and depending on booking position of clusters
Conference Office, event attendees)

Brief Service Description:

Software objects are created for deployment on PCs running the University‟s Managed
Desktop Environment (MDE) . These can be made available on cluster PCs and/or staff
PCs. The software is then tested to make sure it runs in this environment. For specialist
applications (see HS2-3) this test is limited to a basic check of the application starting and
exiting normally unless there is an identified tester from the relevant stakeholder group
with knowledge of the use of the application who can provide more thorough testing. The
software object is checked to make sure it does not cause any problems with other
software objects in the image.

Software objects which are to be available on all clusters need to be given the most
rigorous testing against all other applications. They must be available for deployment
well in advance of the start of session to be included. The deadline date for the coming
2011/2012 session is June 30th 2011. Applications can be put on at shorter notice if they
are restricted to a limited set of clusters within the Faculty. However it should be noted
that the time taken to package an application for deployment varies widely with some
individual applications requiring extensive work. As such no guarantee can be given for
software submitted after the June deadline for the start of Semester 1 or after the end of
November for the start of Semester 2. It is expected that the requester of the software will
test the packaged application to check that the package functions correctly in our cluster
environment. Requests should be put in at least a month in advance to have a realistic
chance of being ready for use on time.




                                             14
Software needs to be appropriately licensed. Where the product is not in the University‟s
standard portfolio the requester will need to provide information necessary to show the
software is licensed appropriately. It is recommended that use is made of the Licence
Administration and Management service HS2-1 to ensure that the software comes with an
appropriate licence suitable for the cluster environment.

Application objects may be created by other support partners. For example some objects
created by the Humanities ICT Office are in use in other Faculties and vice versa.

Reliance on other services : IT Services Desktop Infrastructure team, MDE
Development suite, IT Services Licence Procurement Manager, Licence Management,
Software Procurement.


HS2-3 Specialist applications service

Service Provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager

Stakeholders: All Faculty Schools including Admin, all University students, Faculty
Academic Staff and Admin Staff (and depending on booking position of clusters
Conference Office, event attendees)

Brief Service Description:

Some specialist software is not enabled across the whole University or whole Humanities
Managed Desktop estate. Specialist software objects created by HS2-2 are enabled on
specific desktops where necessary.

Where a software object has not been created and is not planned for a particular
application then the software will be installed manually where required.

Only installation issues will be dealt with. The ICT Office will check that the software
opens and exits normally. For software to be installed on the MDE the ICT office will
seek to identify one or more academic testers to verify the software is working correctly
in the MDE environment. Staff using software for teaching should check that the
software is functioning in the way they expect in the student clusters. Usage of the
software will remain the responsibility of the stakeholders (Schools, research groups or
individual) acquiring the software.

Reliance on other services: Licence Management, Software Procurement.

HS2-4 Standard applications service

Service Provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager


                                            15
Stakeholders: All Faculty Schools including Admin, all University students, Faculty
Academic Staff and Admin Staff (and depending on booking position of clusters
Conference Office, event attendees)

Brief Service Description:

For these applications we expect to provide from the University IT services as whole a
full portfolio of support : procurement, installation, updates, advice, [documentation
provision], training and trouble shooting. They are in the main applications that would
normally be available on every desktop PC

Applications are not supported in perpetuity – they have review dates and notice will be
given when software is to be removed from the supported list.

Reliance on other services: Procurement, Licence Management, ITSD Desktop
Infrastructure team and other Faculty IT groups.


HS2-5 Business application service

Service Owner – Service Support Manager

Stakeholders : All Faculty Schools including Admin, Faculty Academic Staff and
Admin Staff

Brief Service Description:

Installation of software for University Business Applications on Faculty client systems.


HS2-6 Bespoke application service

Service Owner – Service Support Manager

Brief Service Description:

Installation of bespoke software (developed or maintained by the Development and
Research Support team) on Faculty equipment client systems. Where systems have been
developed outside the ICT Office (e.g. Law Database) then installation will depend on the
information available on the application and its compatibility with University systems.



HS2-7 Applications Consultancy



                                            16
Service Owner – IT Research Development Manager

Brief Service Description:

For research applications, investigate a business need and determine whether existing
commercial or open source software packages can deliver the business benefit in a cost
effective manner. Provide costings for projected developments. Suggest novel
approaches to resolving research needs with ICT. Conduct research on novel ICT
applications of potential research benefit. Work with project sponsors to produce clear
specifications for applications developed by outside contractors. Monitor progress of
work conducted by outside contractors.


HS2-8 Database Consultancy

Service Owner – IT Research Development Manager

Brief Service Description:

Investigate the data storage and searching requirements to meet research needs. Produce
normalised databases with administration and search interfaces as required.


HS2-9 Applications Development

Service Owner – IT Research Development Manager

Brief Service Description:

Following from applications consultancy. If existing software packages do not meet
research needs produce detailed specifications and build bespoke software to meet those
needs. Test, deploy and provide second line support of those bespoke applications, work
with faculty trainers to develop training packages for those applications. Support the
service desk in providing first line support for those applications. Provide maintenance in
the form of bug fixes and changes required to match changes in operations necessary to
continue to deliver the original specified set of functions. Maintenance will also cover
existing bespoke administrative applications.


HS2–10 Application Decommissioning

Service Owner – IT Research Development Manager

Brief Service Description:




                                            17
Periodically re-evaluate applications in terms of their performance, whether they meet
changing business needs and support overhead. Consider replacement of functionality
with existing commercial or open source software. Migrate/import test data, test
replacement functionality, perform user acceptance testing. Migrate and test live data.
Decommission old application.


HS2-11 Application Hosting

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Whilst most applications are held on end-user machines, some specialist applications
require centralised hosting so that they can be run across the network: either the
application is run remotely or parts of it are deployed across the network, perhaps talking
to back-end systems such as databases. The Architecture, Infrastructure & Operations
Team provides hosting facilities and management (either locally or in conjunction with
IT Services).

Reliance on other services: IT Services for some application hosting.

HS2-11-1 Project Server

Service Owner - Architecture, Infrastructure and Operations Manager

Stakeholders: All Faculty Schools. All Faculty staff

Brief Service Description:

Microsoft Project is an application that allows users to manage projects using tools such
as Gantt charts. The ICT Office also offers Project Server which allows users to
collaborate on projects. Typically this is done through a web front-end, although
connecting to the server via. Project itself is also possible (but requires changes to the
configuration of your PC)

For further information on this service please contact Bob Nutter



HS2-11-2 SharePoint Server

Service Owner - Architecture, Infrastructure and Operations Manager

Stakeholders: All Faculty Schools. All Faculty staff

Brief Service Description:


                                            18
Microsoft SharePoint Server is a web-based application that allows teams to share and
collaborate on documents. It also provides methods for team and project discussions and
forums, task lists and calendars. One use of this service is to provide school/unit based
document repositories for scanned documents (see HS4-6).

For further information on this service contact Bob Nutter

HS2-11-3 British National Corpus

Service Owner - Architecture, Infrastructure and Operations Manager

Brief Service Description:

http://it.humanities.manchester.ac.uk/web/communications/bnc/index.html

HS2-11-4 Espresso

Service Owner – Architecture, Infrastructure and Operations Manager
Stakeholders: PGCE Education.

3rd party supplier provides the server on which this is based and also provides support.
[Review autumn 2012]. ICT Office provide server room space.



HS2-12 Database Hosting

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Databases are used to support applications on the desktop or more typically as a back-end
to web services. They can also be used for teaching, research or administrative functions.
The Architecture, Infrastructure & Operations Team provides hosting facilities and
management (either locally or in conjunction with IT Services) of such databases, along
with support and advice for their deployment. These are based on both Linux/MySQL
and Windows SQL Server technologies.

Reliance on other services: IT Services for some database hosting.


2-13 Software Media Loans

This service is no longer available. The Electronic Software Distribution website allows a
range of University licensed software to be downloaded.


                                            19
20
       HS 3 - Humanities Faculty Cluster Service Policy

Objectives

Make provision for:

      Booked teaching classes or other booked sessions. Booked sessions are only
       available on University clusters on Campus North.

      Student self study – including access to specialist Faculty specific software which
       may only be available on Faculty machines.

Rationale for service:

Some teaching is done on clusters of PCs. Bookable clusters for teaching are only
provided at University level on Campus North and so a Faculty or School provision is
required. Additionally this training may be on specialist software only provided by the
Faculty.

Some student self study requires the use of computers for general tasks such as word
processing, looking at course material on the web or doing research on the web. Although
a large % of students have their own PCs some do not and so there is a widening access
benefit of providing clusters. Even where students do have their own PC there is a
significant issue of access to software – much of the software required and provided by
the University is not available for use on student PCs due to licensing restrictions. Some
self study requires use of specialist applications which are only provided by the Faculty
or School and are only available on Faculty clusters. This is not available on students
own PCs.

The clusters provide students access to peripherals, including a charged printing service
including both A4 black and white printing, colour printing, large format printing (A3)
and scanners. Even where students have their own PCs they may not have these facilities.
Laser printed reports and essays are of benefit to the University staff and the colour
printing, large format printing and scanning are requirements for course work in certain
disciplines. Support is provided for web cams on certain clusters. Web cams are not
provided but software drivers to allow their use are. Details are provided on the ICT
Office web site.


Exclusions – the Faculty is not providing clusters for the purposes of running exams.

Schools also provide clusters. Typical reasons are to provide extra computing facilities to
PGR students, to provide Learning Resource spaces where students have access to a
range of facilities for example subject specific libraries and computing facilities, or


                                            21
common room/internet cafe style facilities. For School clusters the ICT Office may
provide a modified set of the services provided for the Faculty Clusters. Faculty clusters
are funded from the Faculty IT budget while School clusters would normally be funded
by the School. The ICT Office may provide old equipment for use but of course this
implies a lower level of provision. The day to day checking can be provided on a charged
basis – but it will exclude the replacement of faulty PCs on a temporary basis and if the
PCs are not in warranty will not include arranging repair.

Sub Services

Planning                              HS3-1
Procurement                           See Networking & Infrastructure
Installation – infrastructure         See Networking & Infrastructure
Installation – equipment              HS3-2
Day to day maintenance                HS3-3
Booking                               HS3-4
Installation of software              HS3-5
Software Provision                    See Applications
Printing Provision                    See Printing

HS3-1 Cluster Planning

Service Provider – Humanities ICT Office
Service Owner – Head of Faculty IS

Stakeholders: All Faculty Schools including Admin, All University students, Faculty
Academic Staff and Admin Staff (and depending on booking position Conference
Office, event attendees)

Brief Service Description:

In conjunction with schools identifying the required capacity, budget requirements and
the replacement cycle for the cluster stock.


HS3-2 Humanities Clusters Equipment Installation

Service Provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager
Stakeholders: All Faculty Schools including Admin, All University students, Faculty
Academic Staff and Admin Staff (and depending on booking position Conference
Office, event attendees)

Brief Service Description:




                                            22
New PCs are set up, physically secured, placed in an inventory and labelled. New PCs are
placed in clusters on a set replacement cycle (currently every 3 years). Appropriate
peripherals – printers and scanners are also deployed. Projector installation is normally
done in conjunctions with Estates

Exclusions: Clusters in MBS

Reliance on other services : Estates for projector installation, Supplier maintenance
service.


HS3-3 Humanities Clusters day to day maintenance

Service Provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager

Stakeholders: All Faculty Schools including Admin, All University students, Faculty
Academic Staff and Admin Staff (and depending on booking position Conference
Office, event attendees)

Brief Service description:

Day to day checking of PC clusters in the Faculty of Humanities to check that they are in
good order and where not to take remedial action. This involves the following tasks:
solving minor hardware problems and calling in engineers for more serious problems;
swapping out faulty PCs for working replacements to maintain PC numbers; keeping the
printers running, supplying them with paper, toner, clearing paper jams; cleaning the
machines; checking machines are secured; checking the cluster is tidy; checking cluster
signage and for bookable clusters that the weekly booking sheet is in place.

A variation on the above is available for School Clusters

Reliance on other services: Relies on there being agreed hardware suppliers with
ongoing hardware support arrangements.

Exclusions: Clusters in MBS

Reliance on other services : Relies on their being agreed hardware suppliers with
ongoing hardware support arrangements.


HS3-4 Humanities Clusters Booking

Service provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager



                                            23
Brief Service description:

Specific clusters are available for booking, see
http://ict.humanities.manchester.ac.uk/facilities/clusters/index.html

Stakeholders: All Faculty Schools including Admin, All University students, Faculty
Academic Staff and Admin Staff (and depending on booking position Conference
Office, event attendees)

Reliance on other services: Relies on University system using software called Scientia
(as used for central room bookings).

HS3-5 Humanities Clusters Software Installation

Service Provider – Humanities ICT Office Service Support Team
Service Owner – Service Support Manager

Brief Service Description:

The software image produced by the University managed desktop project is installed on
Humanities clusters when it becomes available each summer. Updates are only installed
during the year if the update has a particularly significant impact (e.g. of cluster security).

Additional software can be added on specific Faculty clusters during the year but see
section HS2-2 for guidance on required notice.

Exceptions:

Certain software may be applied directly to clusters when necessary if it can‟t be added
via the image.

Stakeholders: All Faculty Schools including Admin, All University students, Faculty
Academic Staff and Admin Staff (and depending on booking position Conference Office,
event attendees)

Reliance on other services: Relies on the running of the University managed desktop
project for the standard software image. Relies on the IT Services Directory service team
to make relevant associations of applications. Relies on the University Application
servers run by ITSD.

Exclusions: Clusters in MBS




                                              24
                     HS16 – Service Management
Members of IS staff sit on Faculty and School committees and attend meetings with
Faculty and School management. As well as reporting on the service and receiving input
on the Faculty and School requirements there is also a role of advising how IT can be
used to deliver Faculty and school plans and inform those plans with new opportunities
arising from technical developments.


Sub Services

Consultancy                          HS16-1
Technology watch                     HS16-2




                                          25
               HS4 - Humanities Faculty Data Service


Sub Services

Personal Data                          ITSD4-1
Shared Data                            HS4-2
Data Archive                           HS4-3
Data Recovery                          4-4 – Not available
Data Entry                             4-5 – Not available
Data Capture (Bulk Scanning)           HS4-6
Backup                                 HS4-7
Restore                                HS4-8



ITSD4-1 Personal Data

Brief Service Description:

It is recommended that users own files are held on the personal drive (P: drive) provided
as standard with a University account for both staff and students. This drive is supplied
on high availability servers and is backed up daily. It is recognised that this space may
not be sufficient for users with large data needs. If extra data space cannot be allocated on
the P: drive then use of the C: drive may be necessary. In this case it‟s the user‟s
responsibility to make backups of the data. If the PCs hard disk fails and no back up is
available the data is lost. It should be noted that the backups on the network drive are
only kept for a period of 3 weeks and so is not useful for going back to earlier versions
when a data problem is only discovered 3 or more weeks after the event. The P: has an
additional advantage in that it can be accessed over the web and so files can be accessed
wherever an internet connection is available.

HS4-2 Shared Data

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Space is available on network drives to allow data to be shared between groups of users.
Data for teaching purposes can be made available on the S: drive available on the MDE
systems. The ICT office will in conjunction with schools or research centres draw up a
scheme of folders for sharing data in schools. These can allow data for different groups
(discipline areas, administrative teams, research groups etc). The appropriate rights will


                                             26
be supplied to users with the School or research centre providing the requisite
authorisation. In addition, faculty-hosted provision of shared data is also available if
central provision is inadequate for size or technical reasons. Although Faculty provision
is based on a resilient architecture, in the event of system failure restore times will be
longer (some days).

Reliance on other services: IT Services for provision of SAN infrastructure.


HS4-3 Archive Data

Service Owner – Service Support Manager

Brief Service Description:

Users and groups are responsible for archiving data for long term storage where
immediate access is no longer required. The ICT Office will archive user data (P: drives)
where the account is believed to be no longer required. This is a safety measure to ensure
that data is not lost where it turns out that either other users need the data or the original
user has not left the University. Similarly shared data on servers will be archived when it
is believed to be obsolete and the server is being withdrawn from service.

Where the data is hosted by the ICT Office, the Infrastructure Support team will provide
archiving services where appropriate.

4-4 Data Recovery

Brief Service Description: Not available

Data recovery from failed or defective media is time consuming, often problematic and
gives variable results. Data should be backed up (see HS4-7) in which case it can be
restored (see HS4-8) from the backup and recovery is not necessary. Where a backup is
not available the ICT Office may be able to recommend a 3rd party commercial service
provider which will attempt data recovery. This is expensive.


4-5 Data Entry

Brief Service Description: Not available


HS4-6 Data Capture – Bulk Scanning

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:


                                              27
This service is based on a single bulk scanner located in the Arthur Lewis building
capable of scanning 100‟s of pages of loose leaf paper. The scanner can produce output in
a number of formats and can route scans to email, to a shared network drive or
SharePoint server.

For further information about this service contact Bob Nutter.



HS4-7 Backup

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Reliable and timely backup of personal and University data is critical to the core business
activities. This is sometimes provided by IT Services (e.g. P: drive, Email) but there are
local requirements either for Faculty/School-hosted services or end-users. The
Architecture, Infrastructure & Operations Team provides backup services either
internally or in conjunction with IT Services, and advice and support to end-users
regarding backup strategies and solutions.

Reliance on other services: IT Services for central backup infrastructure


HS4-8 Restore

Service Owner –Architecture, Infrastructure and Operations Manager

Brief Service Description:

When data is lost through accidental deletion or hardware failure or for the retrieval of
archived data, reliable and timely restoration of data is critical. The Architecture,
Infrastructure & Operations Team manages locally-hosted backup and restore solutions
and liaison with IT Services for retrieving data, and can advise on the best backup and
restore strategy.

Reliance on other services: IT Services for restore from central systems.




                                            28
                 HS5 - Humanities Desktop Systems
Desktop systems provide Faculty staff and students with

      Access to University services available over the network
      Access to the internet
      A platform on which to run applications software
      The ability to add local peripheral devices
      A place to hold temporary data
      Personal data can also be held but this is not recommended (see ITSD4-1)

Part of the Faculty IT budget is used to fund PCs in Faculty clusters and also the PCs of
staff in Faculty administration. Cluster PCs are replaced on a three year cycle and staff
PCs on a 4 year cycle. Schools budget for the provision of desktop systems to their staff.
It is recommended that they should budget for no longer than a 4 year replacement cycle.
The ICT office will recommend equipment and carry out the procurement and
installation. Many schools also provide individual or shared desktop systems to their PGR
students and provide School cluster facilities or resource areas to supplement the Faculty
cluster provision. The Faculty ICT office will redistribute equipment released from the
Faculty clusters after their 3 years in service for use in Schools but it must be recognised
that this provides a less satisfactory standard of desktop equipment.

University machines should be bought from the recommended suppliers and from the
recommended systems list. These systems have been through a proper procurement
exercise to assess the suitability of the equipment, the support available and the
company‟s ability to deliver a service in the medium term. It is expected that systems
should be bought with a minimum of a 3 year on site warranty. For systems not
complying with the above conditions the full level of service is not guaranteed. In general
a lesser level of service will be available for less familiar equipment and that may mean
for some equipment no service will be available. For systems out of warranty and not
covered by a maintenance contract the cost of repair and replacement remains a School
responsibility. The ICT Office may be able to supply a machine as a temporary
replacement but these will normally be old machines recycled from clusters.

The standard operating system in use is currently Windows XP (SP3). Only basic support
is available for Apple systems (application support level 4). Support is available for
Linux systems (application support level 4). Windows Vista is not supported. Windows 7
will be the next supported operating system but no support is available at this stage
beyond self help via the Knowledge Base. It is expected support will be provided for
Windows 7 from July 2011.

Windows PCs are normally configured with a standard software image. Currently these
are Staff Desktop for staff and Student Desktop for clusters. Some Humanities staff are
still using an older CLIP image but this is being phased out. Any user still using CLIP
should contact the servicedesk (x65544) and get the PC reimaged. A Windows 7 image


                                            29
will be piloted on some student cluster machines and pilot groups of Staff from July 2011
onwards. In Humanities it is expected the the Leamington cluster in Samuel Alexander
will be part of this trial. The users of the PCs are not normally given administrative
rights. Administrative rights will not be granted automatically on request but only if an
appropriate business case can be made. Staff who do have administrative rights need to
be aware that in the event of a problem with their machine that requires it to be reimaged
it will only be restored to the standard image. It would be up to them to reapply any
custom adjustments they had made. Similarly for users not using a standard image (for
example laptop users) – in the event that the machine needs to be reinstalled it will be
restored by a vanilla system installation (or by applying a standard image as an
alternative if available).

Personal Equipment

It is recognised that Faculty staff may have personal equipment used for University work.
The level of service to personal machines is much more restricted. The owner of the
machine will need to organise appropriate hardware support. Software availability will be
more restricted as many of the University‟s software licences exclude non University
machines. Beyond connecting to the network (see below) support of personal machines is
limited to the self help provided by the Knowledge Base and IT web sites. Support for
students‟ personal equipment is limited to advice on how to connect to the University
network and appropriate security provision such as antivirus software.

Policy for connecting to network:

Windows PCs should have an up to date anti-virus package with updates enabled,
Windows updates enabled, and a firewall before the ICT Office enable connection to the
campus network. Devices with other operating systems should have an equivalent level of
security. These requirements apply to both University machines and personal ones.


Sub Services

Procurement                      See HS8-1
Installation                     HS5-2
Configuration design             HS5-3
Maintenance                      HS5-4
Disposal                         HS5-5



HS5-2 Installation

Service Owner: Service Support Manager




                                             30
Brief Service Description:

Desktop systems will be installed (subject to the caveats about the type of equipment).
Installation will normally involve enabling connection to the University network,
providing a standard software image and connecting required peripheral devices.
Additional software can be added. Requests for installations can be submitted by using a
web form available from the Knowledge base (log into Knowledge Base first before
clicking the form link).


HS5- 3 Configuration Design

Service Owner: Architecture, Infrastructure and Operations Manager

Brief Service Description:

The ICT Office uses the University managed desktop image Student Desktop for Faculty
PC clusters. It uses (with some exceptions) a variation of this, Staff Desktop, for staff
desktop systems. Members of the team participate in the University‟s managed desktop
projects ensuring that Humanities requirements are considered as part of the design.
Additionally where exceptions to these standard images are necessary the ICT office will
design appropriate configurations.


HS5-4 Maintenance

Service Owner: Service Support Manager

Brief Service Description:

Where problems arise on a desktop system in the Faculty the service desk can be notified
and staff will call out to evaluate and fix the problem. Where the problem is a hardware
fault then it will be reported to the service organisation with which the service contract
for the device is placed. As noted the absence of such a contract will reduce the level of
support available.

HS5-5 Disposal

Service Owner: Service Support Manager

Brief Service Description:

When IT equipment becomes redundant then requests for disposal can be submitted by
using a web form available from the Knowledge base (log into Knowledge Base first
before clicking the form link).



                                            31
                     HS6 - Humanities Email Policy
Faculty policy is to make use of email services provided at University level by ITSD.

Mail Servers             See under Network/Servers
Mail Lists               HS6-1
Email Client Usage       See under Applications – standard application service


HS6-1 Mailing Lists

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

It is Faculty policy to use the ITSD Listserv service for running mailing lists. The ICT
Office recommends that where applicable personal distribution lists are also put onto
Listserv.

The ICT Office will provide assistance where required in setting up lists but the ongoing
moderation and administration of the list is the responsibility of the list owner.

Reliance on other services: IT Services for provision and maintenance of the Listserv
system and data feeds of stakeholder group members.




                                            32
             HS7 - Humanities Mobile Systems Policy
Some mobile systems (laptops) are used in part as substitute desktop systems. Services
for devices used in this role are described under the Desktop Systems section. This
section deals with those services provided to laptops in their mobile role and other mobile
devices.

Encryption

It is University policy that all University owned laptop PCs are encrypted. Owners of
University laptops which are not encrypted should contact the service desk (x65544) and
arrange to have the device encrypted.

Policy for connecting to network:

Windows PCs should have up to date anti-virus software, Windows updates, and firewall
before the ICT Office enables connection to the campus network. This applies to all
University machines and personal equipment. Devices with other operating systems
should have an equivalent level of security.

Broadband connections are not supported by the ICT Office – users are referred to the
VPN section of the ICT Office web site for details on connecting to University resources
from off-campus.

Wireless – The ICT Office provides support for connecting to the University‟s wireless
network.


Policy for hardware

For information on those mobile phones fully supported by the University for the staff
email/calendar system see the telecoms website.

Hardware faults on laptops - if it is determined that it is a probable hardware fault then
for both University of Manchester machines and personal machine then, the ICT Office
will direct users to their suppliers if under warranty. Otherwise users will need to contact
a third party maintenance supplier.

The ICT Office advises that hardware upgrades (such as additional memory) are carried
out at the owner‟s risk and that the ICT Office will not be held responsible. A waiver may
be requested if the ICT Office is to carry out any such request. Users are advised that
major hardware changes (as opposed to „plug-and-play‟ devices and drivers) are avoided
where possible.




                                             33
Policy for software

The ICT Office will try to rectify standard software or operating system faults on
University machines. For personal machines the user will be directed any to self help
material available on the Knowledge Base . Information on software licensing is available
from the IT Services Applications web site. Non-supported software will be briefly
checked for obvious faults.




                                           34
   HS8 - Humanities Faculty Network and Infrastructure
                        Service

Objectives

The objective of this service is to ensure that all faculty stakeholders have the equipment
and infrastructure required to carry out their tasks, whether this be ICT or AV equipment
or physical items such as cabling in existing or new locations. These services will be
monitored and managed in order to provide as continuous service as possible with both
proactive and speedy reactive support.


Sub Services

Procurement                       HS8-1
Configuration design              HS8-2
Installations – Infrastructure    HS8-3
Building Infrastructure           HS8-4
Network Installation              HS8-5
Network Maintenance               HS8-6
Service Monitoring                HS8-7
Asset Management                  HS8-8
Roaming                           HS8-9
Wireless                          HS8-10
Server Maintenance                HS8-11


HS8-1 Procurement

Service Owner – Procurement and Compliance Officer

Stakeholders: All Faculty Schools including Academic, Administrative and Research
Staff
Exclusions: Only specification is available to schools – the full service is restricted to
Faculty.

Brief Service Description:

ICT and AV equipment is specified, procured, inventoried and supplied to the end-
user(s). As appropriate this may be carried out in conjunction with other University
bodies such as IT Services and Estates & Services. We recommend that you purchase all
equipment via the ICT Office in order that the best price can be found, as well as


                                             35
ensuring that where appropriate common standards can be deployed. Procurement request
forms for PCs and printers and further information are available in the knowledge base

For software see HS2-1.



HS8-2 Configuration Design

Service Owner –Architecture, Infrastructure and Operations Manager

Stakeholders: Faculty ICT Office, Academic and Administrative staff in Schools

Brief Service Description:

The design and implementation of projects such as cluster roll-outs and mobile (e.g.
wireless) provision needs careful planning in order to ensure that installations are done on
a cost-effective basis and provide the facilities required. The Infrastructure team will
assist with other stakeholders to ensure that hardware and services are identified and
procured.

Reliance on other services: IT Services for centrally-administered systems, Estates &
Services.


HS8-3 Installations - Infrastructure

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Where major installation work is involved (e.g. the establishment or refurbishment of a
cluster), The Architecture, Infrastructure & Operations Team provides advice and
management of procurement and installation in support of the other Faculty ICT Office
teams and directly with Faculty units.

Reliance on other services: IT Services for networking, Estates & Services for physical
infrastructure work.



HS8-4 Building Infrastructure

Service Owner – Architecture, Infrastructure and Operations Manager




                                            36
Brief Service Description:

Within the remit of the ICT Office, building infrastructure means the procurement,
planning, installation, maintenance and management of „utility‟ services such as
networking and communications, power and security (access systems). This will typically
entail the installation of additional networking points and switches, for example, and the
Infrastructure team will liaise with and on behalf of stakeholders with other service
providers such as IT Services and Estates.

Reliance on other services: IT Services and Estates & Services


HS8-5 Network Installation

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Network installations are primarily those that involve the installation of networking
points to the wall in offices and other spaces. The role of the Infrastructure team in this is
to liaise with stakeholders (those who wish to connect) and service providers (who will
actually do the installation in most cases).

Additional infrastructure (i.e. network switches) may also be required and these will be
identified and sourced as appropriate.

Where the need is urgent or delays can be expected, temporary solutions will be put in
place as far as possible.

Reliance on other services: IT Services and Estates & Services


HS8-6 Network Maintenance

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Like all other services, faults will occur on the network. These can either be physical (a
problem with the wall socket, premises equipment or a wider fault on campus), or can be
due to configuration problems leading to poor or no service (e.g. firewall or traffic
routing issues).




                                              37
The Infrastructure team will undertake to repair and maintain the networking equipment
and connections within the Faculty, working with other service providers such as IT
Services where necessary, and to monitor the network in order to pre-empt problems.

Reliance on other services: IT Services and Estates & Services


HS8-7 Service Monitoring

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

The ICT Office provides a large range of services from desktop PCs to large clusters and
their associated servers and networking. The Infrastructure team will monitor this
equipment in order to be able to take pro-active measures to ensure continuity, and to
identify problems quickly when they occur.

This monitoring takes the form of regular checks on server and network availability, the
load level of services and is carried out by both manual and automatic systems.

Reliance on other services: IT Services (for centrally administered services)


HS8-8 Asset Management

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

It is essential both to the ICT Office and to the Faculty and University that we have a
comprehensive and accurate register of ICT assets. The Infrastructure team provides this
by the use of asset monitoring systems and procedures (automatics and manual). This
allows us to efficiently monitor and maintain equipment and to ensure compliance with
licensing and other regulatory frameworks.

Typically, the equipment will be asset-managed by an automatic tool such as Centennial
although other data on equipment such as clusters will be gathered and stored by other
tools and manual record-taking.

Reliance on other services: IT Services




                                           38
HS8-9 Roaming

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Roaming is the ability for staff and students to be able to connect ICT equipment
(typically mobile devices such as PDAs, phones and laptops) to the network anywhere on
campus, or off-campus at affiliated sites. The Infrastructure team aims to provide this in
conjunction with other service providers as widely as possible and will liaise with these
providers to increase availability and to offer advice and support on such connections.

Reliance on other services: IT Services, Estates & Services


HS8-10 Wireless

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Wireless provision is generally made through the use of centrally administered (by IT
Services) wireless access points located around campus. The Infrastructure team liaises
with stakeholders and IT Services to install and ensure the maintenance of these access
points, and to provide advice and support on connection.

Reliance on other services: IT Services


HS8-11 Server Maintenance

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Servers are generally run by the Faculty or IT Services for Schools and other units within
the Faculty. These require service and maintenance contracts and monitoring the service
levels provided, effecting repairs and changes to software and hardware as appropriate,
either internally within the Infrastructure team, or in conjunction with IT Services or
external suppliers. The ICT Office has servers running both Linux and Windows
environments providing multiple services to users.

Reliance on other services: IT Services, Manchester Computing, external suppliers.




                                            39
           HS9 - Humanities Faculty Printing Service

Objectives

The ICT Office aims to provide a wide range of printing and reprographics solutions for
faculty stakeholders, tailored to and anticipating the needs of individuals and groups of
users. These services will be managed to ensure that charges are levied as appropriate and
that the range offered is well-known and easy-to-use. Desktop and office-based printing
is covered in the Desktop Systems section.


Sub Services

Networked Printing and Charging     HS9-1
Reprographics                       HS9-2
Desktop printing                    See Desktop Systems
Photocopying                        Not in the ICT Office Portfolio


HS9-1 Network Printing & Charging

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Network printing (as opposed to locally attached printers used by one person) covers
printers physically connected to the network and those shared across a workgroup from a
PC (essentially from a printer which lacks a direct network connection.)

Such printers are deployed in offices and clusters throughout the Faculty and as such
there are various charging mechanisms:

      Free (typically staff)
      Per-month quota (PG and some UG, dependent upon School)
      Charged

Where such printers are available to multiple user types a centrally-administered (by IT
Services) model is usually deployed so that charges can be made as appropriate. The
Infrastructure team will advise and deploy (in conjunction with IT Services and the
Service Support Team) on the best model for each installation.

Reliance on other services: IT Services



                                            40
HS9-2 Reprographics

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

Reprographics services within the Faculty are based on a number of print units to which
staff can send requests, either in person or via electronic submission. The Reprographics
arm within Infrastructure will provide services where possible (there are restraints on the
service that we can provide due to equipment and other resource issues) and offer
guidance on how to produce the wide range of printed materials required for teaching,
administration and research purposes.

Services include high speed Photocopying (A3/A4), Stapling, Binding, Cutting, Booklet
making and Laminating (A3/A4). The ICT Office website has a list of unit locations and
services offered.

Reliance on other services: External suppliers of equipment.




                                            41
        HS 10 - Humanities Faculty Research Support

Objectives
More than half of the successful grant applications to the AHRC include a significant ICT
component. The Research Support Team is here to help at each stage of the research
project lifecycle:

Identifying funding opportunities

The faculty maintains a comprehensive database of funding opportunities that lists
providers, scheme deadlines and links websites with further guidance on how to apply.

Successful bidding

All bids that have any ICT component will be reviewed by the funder to ensure that they
are technically sound with well planned and costed ICT infrastructure. This infrastructure
could be bought in (we will evaluate hardware and software) or specified for bespoke
development in house. The research support team has considerable experience working
with bidders to ensure that bids are technically well founded to pass the funder review.

Building ICT infrastructure

Where provision is not available in schools we can build websites for research projects.
The development team has considerable experience in building bespoke ICT
infrastructure to support research (see Case Studies). We work closely with projects,
keeping the research goals clearly in view.

Assisting with archiving project data

Submission of data to an archive such as the UK Data Archive (ESDS and AHDS
History) is a key requirement for successful bids. We will provide free support to meet
this requirement.

Application maintenance.

Funding bodies are keen to know that research infrastructure will be maintained.
Provision for this should be made in the bid costings during the project lifetime. Once the
project has finished we will ensure that functionality is maintained.




                                            42
Sub Services

Research Bids            HS10-1
Consultancy
Applications             See under applications
development



HS10-1 Research Bids Consultancy

Service Owner – IT Research Development Manager

Stakeholders: All Faculty Schools including Academic, Administrative and Research
Staff, and PG students

Brief Service Description:

This can be for appropriately costing the IT elements or it could be to identify the
appropriate IT solutions to be included.




                                             43
          HS 11 - Humanities Faculty Security Service

Objectives


The security of personal and university data is of utmost importance, as is the general
security of IT equipment (from viruses, etc.) to ensure that disruption is not caused to
individuals nor to the wider community. Equipment and services will be monitored and
managed in order to reduce the risks as far as possible by acting in a proactive manner,
and in the swift resolution of problems that do occur, along with advice and training as
appropriate.



Sub Services

Security Policy & Management         HS11-1
CSIRT                                HS11-2



HS11-1 Security Policy & Management

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

The integrity and security of data (whether static in files, dynamic in database structures
or in transit over networks) is of prime importance to the University. The role of the
Infrastructure team is to oversee both the data that is being used within the Faculty and
also the security of the machines and networks it is being used on: this includes anti-
virus, anti-spyware, and encryption (where appropriate) and to institute policies to ensure
secure storage, use and transmission of data wherever possible, as well as providing
advice to stakeholders, e.g. in cases where policies cannot be applied automatically
(personal machines). The Infrastructure team in co-ordination with the other teams will
advise on data security issues and the technologies available, especially in the area of
remote access to and the storage and/or encryption of sensitive data on IT equipment that
may be used off-campus.

The management aspect of this service is in the dissemination of such policies (ideally
automatics and invisible to the end-user) and in monitoring any abnormal traffic and
detecting infected machines, as well as designing systems to be inherently secure.




                                            44
Reliance on other services: IT services for anti-virus infrastructure



HS11-2 CSIRT

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:

A CSIRT (Computer Security and Incident Response Team) (also known as a CERT
(Computer Emergency Response Team) is an established method of alerting and
receiving IT security alerts, both pro- and reactive (alerting of new virus types and
alerting of actual outbreaks for example.)

The Infrastructure team liaises with and has contact with several such bodies (notably the
IT Services and JISC CSIRTs) in order to minimise security problems with Faculty
equipment, and to report any problems that do occur. The team will coordinate any
response necessary with other teams (especially Desktop Systems) to ensure minimum
disruption if outbreaks do occur, and pro-actively work to prevent them in the first place.

If you become aware of any compromised piece of IT equipment, or think your
equipment may be compromised, please contact the IT Service Desk.

Reliance on other services: IT services and JANET CSIRTs




                                            45
HS12 - Shared Service Desk
The service desk is where Faculty staff and students can submit service requests to the
Humanities ICT Office. Service requests fall into a number of categories

      A request for information on about what services are available or for specific
       information on services
      A request for help in making use of a service or advice
      A report of a service failure and a request for it to be fixed
      A request for a standard service, examples
           o Installation of a new PC
           o To make a cluster booking
           o To book a place on a training course
      A request for a service change

The service desk will

      log the request
      look to deal with the request immediately on receipt, where that is not possible
           o where the request requires a visit to the users office (or other location)
               arrange an appointment with the user to make the visit
           o allocate the request to a member of the Service Support Team or where
               appropriate to another service team in the ICT Office or in the wider
               University IS function.
      Keep the user informed of the progress of the request
      Inform the user of the outcome of the request

The shared service desk is provided by a combination of ITSD, Humanities and staff
from other Faculties and divisions.

Sub Services

Physical service desk                 ITSD12-1
Telephone service desk                HS12-2
Remote submission service desk        HS12-3
On Line service desk                  HS12-4
Service Event Information             HS12-5


ITSD12-1 Physical Service Desk

Service Owner – Head of Client Services (ITSD)
Service Provider – Client Services (ITSD)



                                            46
Stakeholders: All Faculty Schools. All Faculty staff and all University students.

Brief Service Description:

The physical service desk provides a location to which staff and students can go and
submit service requests or enquire about the progress of service requests. The current
service desk locations are the John Rylands Library and Joule Libraries.


HS12-2 Telephone Service Desk

Service Owner – Head of Client Services (ITSD)
Service Provider – ITSD, Humanities Service Support Team, and IT teams in other
participating Faculties and divisions
Stakeholders: All Faculty Schools. All Faculty staff and students.

Brief Service Description:

Staff and students can submit service requests or enquire about the progress of service
requests by phone. The service desk numbers is 65544 ((0161 306 5544). Service hours are
weekdays 9.00-5.00.


HS12-3 Remote Submission Service Desk

Service Owner – Head of Client Services (ITSD)
Service Provider – ITSD, Humanities Service Support Team, and IT teams in other
participating Faculties and divisions
Stakeholders: All Faculty Schools. All Faculty staff and students.

Stakeholders: All Faculty Schools. All Faculty staff and students.

Brief Service Description: Staff and students can submit service requests by using a
web form from the Knowledge Base. Specific requests such as PC installation or P: drive
quota increase have tailored forms which can be obtained by looking at the relevant
Knowledge Base article. General requests can be put in from the “Contact Service Desk”
option at the left hand side of the screen when you enter the Knowledge Base. The
progress of the service request can be followed by using “Service Desk Summary” option
just above the “Contact Service Desk” option in the Knowledge Base. Clicking on the
Open Tickets link provides a list of tickets numbers each with a brief description. The
details of each job can then be obtained by clicking on the ticket number. The preferred
remote submission method is use of the tailored web form where available as they
provide a structured way of entering the relevant information in the calling logging
system. This assists in the prompt handling of the request.




                                            47
HS12-4 On Line Service Desk

Service Owner – Service Support Manager

Stakeholders: All Faculty Schools. All Faculty staff and students.

Brief Service Description: The Humanities ICT Office online service desk, provides a
range of information about the services provided by the Humanities ICT Office. It
provides some information on other providers‟ services and links to their web sites. It
also provides a link to the Knowledge Base which provides a wealth of information on
University of Manchester IT systems and applications in common use such as Microsoft
Office. The Knowledge base allows the submission of requests to the service desk by
web form and to look at the actions being undertaken on any current requests you have
made.


HS12-5 Service Event Information

Service Owner – Service Delivery Manager
Service Provider – All Humanities ICT Office Managers

Stakeholders: All Faculty Schools. All Faculty staff and students. University IS Staff.

Brief Service Description: This service provides information on both scheduled service
events, service failures and planned service changes. Alerts close to the date of scheduled
service events (e.g. planned downtime of a service) is provided by email to the Faculty
staff email list or to specific School staff lists. Longer term notice to such events and
changes to services are provided by contributions to the Faculty Bulletin and by the ICT
Office newsletter. The Service Notification Service run by ITSD is used to alert the wider
IS Staff community.




                                            48
   HS 13 - Humanities Faculty Teaching and Learning IS
                         Service
The services provided by the Faculty eLearning team who are part of the Faculty
Teaching and Learning Office are described on the web site

http://www.humanities.manchester.ac.uk/tandl/elearning/services/

Details of these are given on the web site under the following headings.

Service Headings

Enhancing Learning with Technology
Learning Design
Assessment and Feedback
Content Development and Delivery
Multimedia
Blackboard Delivery and Access


Services provided by the ICT Office


Sub Services

AudioVisual                                   HS13-5
Multi-Media Resources and Support             HS13-6



HS13-5 AudioVisual

Service Provider – Service Support Manager

Stakeholders: All Faculty Schools, Teaching Staff, UG and PG students

Brief Service Description:

The team will support the Audio Visual equipment used in Faculty clusters. This is
usually a data projector. Clusters should contain information on where the remote control
is kept and it is expected that users will return the control after use. There is a limited
amount of AV equipment available for loan and this is maintained and monitored by the
team‟s AV technician.



                                            49
Exclusions: The AV service does not apply to centrally time tabled rooms (covered by
the Media Centre), School clusters, School rooms or Access Grids.


HS13-6 Multi-Media Resources and Support

Service Provider – Service Support Manager

Stakeholders: All Faculty Schools including Academic, Administrative and Teaching
Staff, UG and PG students

Brief Service Description:

A range of multimedia materials can be created / prepared for use in teaching and
learning, including recording of live events by team or team representative and
digitisation of existing material, e.g.VHS, 8mm, audio cassette.

Television, radio and internet broadcasts can be recorded/captured subject to the relevant
copyright licences. All material can be produced in a variety of standard formats
dependant upon intended audience for delivery via web or DVD.

Advice can be given on: audio and video production, creating podcasts, copyright issues,
etc.

Support is also available for video conferencing using Adobe "Connect" [formerly
Breeze].




                                            50
HS14 - Humanities Faculty IT Training Co-ordination
Different elements of IT training and skills development are provided by various
University service groups including Client Services in ITSD and by Schools and
Research Centres. The ICT Office assesses training needs in the Faculty, matches those
with the training available and highlights any gaps in provision.


Sub Services

Training Needs analysis and co-ordination               HS14-1
Induction information on IS                             HS14-3
Training and Skills Development Resources               HS14-5


HS14-1 Training needs analysis and coordination

Service Owner: Service Delivery Manager

Stakeholders: All Faculty Schools. All Faculty staff.

Brief Service Description:

The IT training requirements of particular groups in the Faculty can be assessed. This
may be a general assessment or arise out of particular projects and the applications and
services they introduce. These requirements are then matched to existing training
provision, especially that provided by ITSD Client Services. Gaps in provision will be
brought to the attention of the training manager in ITSD. Only a limited service is
available as there is no specific staff resource to do detailed analysis.


HS14-3 Induction Information on University IS systems

Service Owner: Service Delivery Manager

Stakeholders: All Faculty Schools. All Faculty Staff and Postgraduate students

Brief Service Description:

Information on the University‟s IT facilities is provided for new members of staff as an
online resource.




                                            51
HS14-5 Training and Skills Development Resources

Service Owner: Service Delivery Manager

Stakeholders: Faculty Teaching Staff, Admin Staff, UG and PG students

Brief Service Description:

A variety of online training, documentation and other skills development resources
produced by the Faculty, IT Services or external suppliers are made available. These
resources are mapped onto the applications supported by the ICT Office as outlined in the
Service Catalogue and are available to both staff and students. They are made available
online via the ICT Office website or the University‟s VLE as a supported online course
where appropriate. Specific provision for PGR students is supported through the Faculty
of Humanities Graduate Office's Graduate Skills Training programme.

Further details can be found at
http://www.manchester.ac.uk/humanities/ict/training/resources/

There is no dedicated resource in ICT Office currently for development of resources.
Work is based on effort available across all teams and identification or resources from
elsewhere.




                                            52
             HS 15- Humanities Faculty Web Service

The ICT Office provides technical support to web publishers within the Faculty.


Sub Services

Content Production           Not available
Support for Web              HS15-1
Publishers
Web Forums (pilot)           HS15-2
Site Design (graphic)        HS15-3
Site Design (Logical)        HS15-4
Hosting                      HS15-5
Wiki pilot service           HS15-6
On Line Surveys              HS15-7
Joomla pilot Service         HS15-8
Moodle pilot Service         HS15-9
BSCW pilot service           HS15-10
Personal Web Pages           ITSD


Content production

Brief Service Description: Not available

School based staff are responsible for collating, reviewing and posting content.


HS15-1 Support for Web publishers

Service Owner: Service Support Manager
Service Provider: Faculty Web Officers in the Service Support Team
Stakeholders: Faculty Administration and Schools

Brief Service Description: Technical support will be supplied to web publishers in the
Faculty. Support will be focussed on the two supported models for web publishing – via
the T4 content management system or via a Dreamweaver/Contribute model.


HS15-2 Web Forums

Service Owner: Architecture, Infrastructure and Operations Manager


                                             53
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff

Brief Service Description:

Please note: PILOT SERVICE – Minimal support and maintenance

Forum hosting on the web is currently provided to staff using phpBB v.3 on faculty
servers. As this is a pilot service, please contact the Infrastructure Support team if you are
interested in using this service. Note that there are other forum services available on
campus (e.g. Clearspace, Blackboard) which may be more appropriate.


HS15-3 Site Design (Graphic)

Service Owner: Service Support Manager
Service Provider: Faculty Web Officers in the Service Support Team
Stakeholders: Faculty Administration and Schools

Brief Service Description:

The appearance of University web sites is governed by guidelines which include
templates. Advice can be supplied on the design of sites in compliance with these
guidelines.


HS15-4 Site Design (Logical)

Service Owner: Service Support Manager
Service Provider: Faculty Web Officers in the Service Support Team
Stakeholders: Faculty Administration and Schools

Brief Service Description:

Given a description of the material to be covered on a site advice can be given on the
construction of the site to provide easy access and use.


HS15-5 Web Hosting

Service Owner – Architecture, Infrastructure and Operations Manager

Brief Service Description:




                                             54
Web servers and services are hosted appropriately at School, Faculty or University levels,
as determined by the Architecture, Infrastructure & Operations Team and with agreement
of the end-user(s). Faculty and School servers are managed by the team.

Reliance on other services: IT Services where hosted at University level.


HS15-6 Wiki Service

Service Owner: Architecture, Infrastructure and Operations Manager
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff

Brief Service Description:

Please note: PILOT SERVICE – Minimal support and maintenance

Wikis (e.g. Wikipedia) are web sites where users can add and edit content collectively.
The ICT Office provides hosting for two types- Mediawiki and TWiki. These have
different characteristics and so the choice of technology needs to be discussed before
deployment. As this is a pilot service, please contact the Infrastructure Support team if
you are interested in using this service. Note that there are other wiki services available
on campus (e.g. Blackboard) which may be more appropriate.



HS15-7 On Line Survey Service

Service Owner: Service Support Manager

Brief Service Description:

The on-line survey software is quick and easy web based software that allows the
researcher to create questionnaires for respondents to complete on-line anywhere in the
world. See
http://ict.humanities.manchester.ac.uk/web/communications/onlinesurvey/index.html



HS15-8 Joomla Service

Service Owner: Architecture, Infrastructure and Operations Manager
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff

Brief Service Description:



                                             55
Please note: PILOT SERVICE – Minimal support and maintenance

Joomla is an open-source content management system (CMS) designed for building
websites and other online applications. As this is a pilot service, please contact the
Infrastructure Support team if you are interested in using this service. Note that there are
other CMS services available on campus (e.g. T4) which may be more appropriate.



HS15-9 Moodle Service

Service Owner: Architecture, Infrastructure and Operations Manager
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff

Brief Service Description:

Please note: PILOT SERVICE – Minimal support and maintenance

Moodle is an open-source course management system designed using sound pedagogic
principles. As this is a pilot service, please contact the Infrastructure Support team if you
are interested in using this service. Note that there are course management services
available on campus (e.g. Blackboard) which may be more appropriate.

HS15-10 BSCW Pilot Service

Service Owner: Architecture, Infrastructure and Operations Manager
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff

Brief Service Description:

Please note: PILOT SERVICE – Minimal support and maintenance

BSCW (Basic Support for Co-operative Work) is a tool for group collaboration: it permits
members of the group to access though the web a shared workspace containing for instance
documents, shared calendars, contacts etc. without the need to install any software.



HS15-11 Wordpress Pilot Service

Service Owner: Architecture, Infrastructure and Operations Manager
Service Provider: Infrastructure Support
Stake Holders: Faculty Staff




                                             56
Brief Service Description:

Please note: PILOT SERVICE – Minimal support and maintenance

WordPress is an open source blog publishing application.



ITSD - Personal Web Pages

Brief Service Description:

This is a facility for members of the University to publish their own web pages. See
                                                                           st
http://personalpages.manchester.ac.uk/ Humanities ICT office will provide 1 line support.




                                           57
5. List of supported applications
List of Bespoke applications

All review date March 2011 and Support Level 2

Team Key : DS Desktop Systems; MBS MBS IT team; RD Research Development; SDT Service Delivery Team

 Code        Support      Name                         Short Description or Stakeholder
             Team
 HS2-9-3     MBS          MATS                         Tutorial allocation & attendance
 HS2-9-4     DS           Course Unit Database         A searchable, browseable directory of 2000+
                                                       undergraduate course units offered across seven schools in the Faculty.
                                                        - Course Unit information in the HCD has been successfully embedded
                                                          in school websites.

                                                        - It is our intention to closely integrate the directory
                                                          with the Peoplesoft Course Catalogue, to assist students
                                                          choosing their course options online next academic year.
                                                         URL: http://courses.humanities.manchester.ac.uk

 HS2-9-5     MBS          SOHOL                        Staff Office Hours – online booking
 HS2-9-7                  Post Graduate Skills Audit   This application enables students to store a detailed assessment of their skills
                                                       for review with their tutor. It also suggests training and other resources to
                                                       strengthen areas of weakness.
                                                       http://www.humanities.manchester.ac.uk/postgraduateskillsaudit/
 HS2-9-12    RD           Leave Booking                Used by ICT Office
 HS2-9-14    RD           British Heroes Memorial      AHC
                          Services




                                                                58
HS2-9-15   RD         French Amateur Catholic         LLC
                      Theatre
HS2-9-16   RD         Germanic Possessive S           LLC
HS2-9-17   RD         ICT Course Bookings
HS2-9-18   RD         Language Centre Library         ULC
                      Search
HS2-9-19   RD         Mancass C11 – English Glosses   AHC
HS2-9-20   RD         Medieval Cloth & Clothing       AHC
                      Lexis
HS2-9-21   RD         Mishnah                         LLC
HS2-9-22   RD         North West Family Businesses    AHC
HS2-9-23   RD         Postgraduate Course Bookings    Used by Faculty Academic Services
HS2-9-24   RD         Public Courses                  Used by Courses for the Public
HS2-9-25   RD         Public Representation of a      AHC
                      Religion called Hinduism
HS2-9-26   RD         SAGE Course Bookings            AHC
HS2-9-27   RD         Social Sciences Room            SoSS
                      Bookings
HS2-9-28   RD         TimeBooking                     ICT Office
HS2-9-29   RD         Typology of Anonymous &         LLC
                      Pseudepigraphic Jewish
                      Literature in Antiquity
HS2-9-30   RD & EPS   Academic Profiles Portlet       Academic Staff in Humanities and EPS. Manage Biography and Research
                                                      Interest parts of Academic Profile appearing in School Web Pages and
                                                      University‟s Research Directory




                                                              59
List of Standard and Specialist applications

The following table lists those products which will be supported by the Faculty and indicates the levels of support which users can expect (these
are outlined in section 4 of this document). Users should note that there may be multiple versions of products supported at different levels. Each
product has an associated review date.
It should be assumed that any application not listed will be supported at level 5.


                                                                                                        Faculty
                                                                                                                         Review
 Category/Purpose                          Application                                   Version        support
                                                                                                                          date
                                                                                                          level
 Admin Applications – Finance              Oracle Financials                                                4            Mar-12
 Admin Applications – HR                   Resourcelink                                                     4            Mar-12
 Admin Applications                        Oracle Discoverer                                                4            Mar-12
 Admin Applications - Student
 records                                   Campus Solutions                                                 4            Mar-12
 Anti-virus/security                       McAfee VirusScan                                 8.7             1            Mar-12
 Anti-virus/security                       McAfee VirusScan                                 8.5             3            Mar-12
 Anti-virus/security                       TrueCrypt                                                        1            Mar-12
 Anti-virus/security                       AxCrypt                                                          1            Mar-12
 AV production                             Audacity                                        1.2.6            3            Mar-12
 AV production                             AVID                                                             3            Mar-12
 AV production                             Macromedia Premiere                                              3            Mar-12
 Bibliographic application                 Endnote                                          X3              1            Mar-12
 Bibliographic application                 Endnote (for use with Office 2010)               X4                           Mar-12
 Bibliographic application                 Reference Manager                               11.x             4            Mar-12




                                                                         60
Database                            Microsoft Access              2010*    2   Mar-12
Database                            Microsoft Access               2007    1   Mar-12
Database                            Microsoft Access               2003    1   Mar-12
Desktop publishing                  Microsoft Publisher            2003    3   Mar-12
Document archiving (ZIP files &c)   PowerArchiver                   6.x    2   Mar-12
Document presentation &
production                          Adobe Acrobat Professional     8.x     2   Mar-12
Document presentation &
production                          Adobe Acrobat Professional     7.x     3   Mar-12
Document presentation &
production                          Adobe Acrobat Reader           9.x     2   Mar-12
Document presentation &
production                          Adobe Acrobat Reader           8.x     3   Mar-12
Document presentation &
production                          PDF Creator                   0.9.x    2   Mar-12
Email client                        Outlook Web Access                     1
Email client                        Microsoft Outlook              2007    1   Mar-12
General modeling/flow charting      Microsoft Visio                2003    3   Mar-12
General modeling/flow charting      Microsoft Visio              2002/XP   4   Mar-12
Graphics editing                    Adobe Photoshop                CS2     3   Mar-12
Graphics editing                    Adobe Photoshop Elements         4     4   Mar-12
Graphics editing                    GIMP                           2.6.6   4   Mar-12
Graphics editing                    Paintshop Pro                    7     3   Mar-12
Mind-mapping software               MindGenius                      2.3    3   Mar-12
Presentations                       Microsoft Powerpoint          2010*    2   Mar-12
Presentations                       Microsoft Powerpoint           2007    1   Mar-12
Presentations                       Microsoft Powerpoint           2003    2   Mar-12
Programming/compilers/tools         Microsoft .NET Framework        2.x    3   Mar-12



                                                            61
Programming/compilers/tools   Microsoft .NET Framework          1.x     4   Mar-12
Programming/compilers/tools   Microsoft Visual Studio          2003     3   Mar-12
Programming/compilers/tools   Microsoft Visual Studio            6      4   Mar-12
Project management            Microsoft Project                2007     4
Project management            Microsoft Project                2003     3   Mar-12
Project management            Microsoft Project              2002/XP    4   Mar-12
Qualitative data analysis     Atlas.ti                           4      4   Mar-12
Qualitative data analysis     Nvivo                           8.x/9.x   4   Mar-12
Spreadsheets                  Microsoft Excel                 2010*     2   Mar-12
Spreadsheets                  Microsoft Excel                  2007     1   Mar-12
Spreadsheets                  Microsoft Excel                  2003     2   Mar-12
Statistical analysis          AMOS                              16      4   Mar-12
Statistical analysis          Answer Tree                      3.11     4   Mar-12
Statistical analysis          PASW (Clementine)                 13      4   Mar-12
Statistical analysis          R                                 2.9     4   Mar-12
Statistical analysis          SAS                               9.2     4   Mar-12
Statistical analysis          SPSS                              16      4   Mar-12
Statistical analysis          Stata (Intercooled)            11.x/9.x   4   Mar-12
Statistical analysis          Text Analysis for Surveys.        2.x     4   Mar-12
V/MLE                         Blackboard                       8.x      2   Aug-11
                              Blackboard†                      9.x      2   Mar-12
                              Adobe Connect (formerly
Video conferencing            Macromedia Breeze)                        3   Mar-12
Video conferencing            Adobe Captivate                  1.x      3   Mar-12
Web browser                   Internet Explorer                7.x      1   Mar-12
Web browser                   Opera                            8.x      2   Mar-12
Web browser                   Opera                            7.x      3   Mar-12



                                                        62
 Web Editing Tool                         Contribute                                      3.x            1            Mar-12
 Web Editing Tool                         Contribute                                      2.x            3            Mar-12
 Web Editing Tool                         Course Genie                                     2             3            Mar-12
 Web Editing Tool                         Dreamweaver                                     8.x            2            Mar-12
 Wordprocessing                           Microsoft Word                                2010*           (2)
 Wordprocessing                           Microsoft Word                                 2007            1            Mar-12
 Wordprocessing                           Microsoft Word                                 2003            2            Mar-12

† Currently Blackboard 9 is a pilot service. From September 2011, it will replace Blackboard 8/Vista completely.
* Office 2010 is not supported as yet but will be from summer 2010 as the Next Generation Desktop pilot image is rolled out.




                                                                       63
6. Operating Systems and Utilities


Category/Purpose    Application     Version   Faculty    Review
                                              support     date
                                                level
Windows Operating   Windows XP      XPSP3         2      Mar-12
System
Windows Operating   Windows 7**                  (2)     Mar-12
System
Managed Desktop     Student                       1      Mar-12
Environment         Desktop
                    Staff                         1      Mar-12
                    Desktop
                    NGDP                          1      Mar-12
                    Windows 7
                    image*
LINUX Operating     Contact ICT        3          4      Mar-12
System              Office for
                    advice
Macintosh           OSX               10.2        4      Mar-12
Operating Systems


* The NGDP Windows 7 image will be deployed as a pilot starting in the summer of 2011.

** Windows 7 support is not yet provided but at latest will become available once the NGDP pilot image is deployed.




                                                                  64
List of Supported Clusters

The table shows the current Faculty clusters plus school clusters which are checked
(HS3-3) on a day to day basis. Some school clusters are also included which are not
covered by HS3-3 as some checking support is provided. Bookable indicates that the
clusters are bookable via the service desk (HS3-4). It may be possible to book some
School clusters via other routes.

                                     Current Clusters
     Id            Cluster Name           Owner                Booking           Checked
HUM-CLUS-54 Arthur Lewis G005          SED/SoSS                                       Yes
HUM-CLUS-55 Arthur Lewis G015          SED/SoSS                                       Yes
HUM-CLUS-03 Bridgeford Street 2.88     Faculty                                        Yes
HUM-CLUS-51 Bridgeford Street 2.1       Faculty     Bookable                          Yes
HUM-CLUS-52 Bridgeford Street 2.2       Faculty     Bookable                          Yes
HUM-CLUS-43 Ellen Wilkinson B2.2        Education                                     Yes
HUM-CLUS-08   Ellen Wilkinson B3.1      Faculty     Bookable                          Yes
HUM-CLUS-09   Ellen Wilkinson B3.17     Faculty     Bookable                          Yes
HUM-CLUS-10   Ellen Wilkinson B3.3      Faculty     Bookable                          Yes
HUM-CLUS-45   Samuel Alexander CFGS     LLC                                           Yes
              (S.4.1)
HUM-CLUS-53   Samuel Alexander          Faculty                                       Yes
              Leamington Room
HUM-CLUS-21   Samuel Alexander          ULC                                           Yes
              Multimedia Studio 2
HUM-CLUS-22   Samuel Alexander          ULC                                           Yes
              Multimedia Studio 3
HUM-CLUS-12   Samuel Alexander W.2.19   Faculty     Bookable                          Yes
HUM-CLUS-23   Mansfield Cooper 2.01     Faculty                                       Yes
HUM-CLUS-25 Martin Harris f31           Faculty                                       Yes
HUM-CLUS-26 Martin Harris f32           AHC                                           Yes
HUM-CLUS-27 Oddfellows Multimedia Lab ULC           Bookable for ULC classes          Yes
HUM-CLUS-31 Williamson 3.33           Faculty                                         Yes
HUM-CLUS-29 Williamson 3.59             Faculty     Bookable                          Yes
HUM-CLUS-30 Williamson 4.06             Faculty                                       Yes




                                          65
Supported computer specifications
Desktop PC specification

    1. Minimum PC Specification

This specification, representing an average configuration purchased in summer 2006, is the
minimum which will be supported by the Faculty.

Minimum PC Specification: 2010
INTEL Processor                P4 2.8Ghz
Memory                         2G
Hard Disk                      70Gb


    2. Staff Desktop minimum specification

Minimum : Dell GX745 with 2G RAM


    3. Recommended new specification

Currently the recommended specification for new computers purchased in 2011 is given below.
At any time you can get the up to date specification by using the procurement request form in the
Knowledge Base. It is expected that this specification will be viable until summer 2015 although
some minor upgrades may be required.

Desktop chassis; Core 2 Duo Processor
- 4Gb memory (ram); 250Gb Hard drive
- Integrated graphics, can drive two monitors, 1xVGA & 1xDVI **
- 19" Height Adjustable flat screen Monitor
- DVDRW able to read & write CDs / DVDs
- Keyboard & mouse
- Windows XP operating system; 3 years warranty
**Select the ATI graphics card upgrade to use with 2xDVI (digital) monitors



Example Level 3 Entry

Humanities Cluster Booking – Samuel Alexander W.2.19

Brief Description : 15 seat cluster with projector, demo PC and A4 black and white laser
printer.

Variations from level 2 entry: None




                                               66
Document Revision History

Version No.   Revision Date   Brief Summary of Changes
Changed
0.3
                              Emphasis on Humanities Services Catalogue. It is
                              noted we provide a first contact service for Services
                              appearing in other groups service catalogues.
                              Beginning to fill in some entries for Desktop Systems
                              Team.

0.4
                              Some software services filled in and cluster entries
                              adjusted.
0.5                           Mobile is separate section – PDA support for those
                              supported by ITSD for connection to services.
                              Software support includes update of applications
                              web site for software we load on CLIP

0.6                           Included feedback from AFISMs
1.0c                          Added in material from User Service Catalogue
                              version 1.0b. Removed reference to Informatics triple
                              boot image. The reference to B3.17 arrangements was
                              updated. Material from the version presented to HISC
                              (May 2006) notably on software and hardware
                              specifications was added
1.0d                          Supported software list corrected. Removed
                              document development notes
1.0e          4/1/2007        Services given in HISC-65 updates included –
                              laminating, bulk scanning, Audacity software support
                              and training videos.
1.0f          10/1/2007       Feedback from Bob Nutter regarding bulk scanning
                              entry. Corrected service desk entry.
1.0g          14/8/2007       Updated cluster entries to reflect summer 2007
                              closures
1.0h          24/8/2007       Updated Teaching and Learning Services. Year
                              updates (review dates for software and minimum
                              hardware specs) +miscellaneous minor changes to
                              reflect changes during year (withdrawal of dialup
                              service, Pegasus mail etc)
1.1           17/12/2007      Changed to reflect restructure of ICT Office as part of



                                     67
                             the University administration review.
1.2&1.2a   7/1/2008&8/1/2008 Further changes to reflect restructure of ICT Office as
                             part of the University administration review. (HS13
                             Teaching and Learning, HS14 Training, 2-13
                             Software Loans)
1.2b       4/11/2008         Update to 2-13 Software Media Loans and 15-7
                             online survey software.
1.3        29/5/2009         Additional entries under HS15. Security software.
                             General annual update.
1.3a       11/9/2009         Staff Desktop Minimum spec. added. Renold G13
                             cluster removed. Staff Desktop to support level 1.
                             Principal Office 2007 applications add to supported
                             software list.
1.4        6/5/2010          General annual update. Amended to reflect
                             introduction of Knowledge Base
1.4a       6/10/2010         Noted for reference externally supported application
                             (Espresso) HS2-11-4
1.5        18/5/2011         General Annual update




                                       68

				
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