Service Level Guidelines

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Guidelines Overview

This page represents the service level guidelines between Science IT and The College of Science for the provisioning of IT services required to support and sustain the teaching, learning, and administrative computing needs for the College.

Goals & Objectives

Science IT's Mission: Build and sustain highly efficient and effective information technology services and infrastructure in support of the College of Science faculty, staff, and students in their roles in administration, research & discovery, teaching & learning, and outreach activities.  

The purpose of this page is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the College of Science by the Central Science IT Group, Academic Departmental Site Specialists as well as other Purdue University IT service providers.

The goal of these guidelines is to obtain mutual understanding for IT service provision between Science IT and the College of Science.

The objectives of this page are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise, and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

Stakeholders

The following IT Service Provider(s) and Customer(s) will be used as the basis of the page and represent the primary stakeholders associated with this SLG:

IT Service Provider(s): Science IT (“Provider”)
IT Customer(s): College of Science Faculty, Staff & Students (“Customer”)

These stakeholders are responsible for the deployment and ongoing support of this document.

Science IT Service Support Staff Contact Information

All Science IT service requests should be sent via email to sciencehelp@purdue.edu. Alternately, you can dial our Helpline at 49-44488.  This number rings in all Science IT buildings and will be picked up on Purdue business days between the hours of 8 a.m. and 5 p.m.  Outside of those hours, you can leave a message with your name and number and someone will get back to you as soon as possible. 

Science IT Staff Directory

Science IT Service Support Availability/Hours

Provided during Purdue University business hours

  • Monday - Friday
  • 8am - 5pm
  • Excludes University holidays
  • Support requests outside of business hours should be made to sciencehelp@purdue.edu or by leaving a message on our helpline, 49-44488.

Science IT Emergency Service Support

In the event of an emergency, please leave a message on our helpline 49-44488, with your name, number and issue you are experiencing, and someone will reply to you as soon as possible.  

If the issue is in regards to a centrally managed Purdue University ITaP service (e.g. Exchange email, Career account, network issues, Career storage space), you have the option to contact the central ITaP service desk at 44000 or itap@purdue.edu.

Science IT Service Level Guidelines

Service Scope

Science IT will support Purdue owned equipment when used for research, teaching & learning and College of Science related functionality.  This includes all Science IT services outlined in the Service Catalog, and we will facilitate support regarding ITaP managed services. We will assist in connecting personal owned devices to Purdue services, but will not take responsibility for support of the device.

Customer Requirements

Customer responsibilities and/or requirements in support of these guidelines include:

Policies

Adherence to all Purdue University policies, processes and procedures.

Important IT related Purdue University policies are outlined below:

http://www.purdue.edu/policies/information-technology.html

Accounts

All users must log in to Purdue owned equipment with their Career account or Science IT supplied user account (i.e. for laptops).

If a Career account needs to be created, you must submit a Request for Privileges form (R4P) through the College of Science Business Office.

Once the R4P is returned, the Director can create a one-time setup login and password for the user to create their own account and setup email access.  

Guest Accounts

If a Guest account is needed for a visiting scholar or other temporary user, email Sciencehelp@purdue.edu and include the following information:

  • Faculty name (requestor)
  • Department
  • Name of guest
  • Phone number
  • Email address of guest
  • Dates guest access is needed

All accounts will be created as normal users. If Administrative rights are deemed necessary for the customer, they will need to sign the Science IT administrative rights waiver. Email Sciencehelp@purdue.edu for this form.

Note: These privileges can be revoked at any time by Science IT.

IT Purchases

All IT related purchases must be reviewed by a Science IT representative.

Please send all IT purchase requests to Sciencehelp@purdue.edu with the following info:

  • Requirements
  • Budget
  • Account information (if known)

All IT procurement is to be done through Purdue approved vendors:

All computer hardware purchases must be purchased with a warranty.

Procedures

All requests for IT assistance should be sent to Sciencehelp@purdue.edu

If your computer does not function please call the helpline at 49-44488 for immediate assistance.

All work related non-research data should be stored in your personal network storage drive provided to you by your department or on the College File server, COSFS.science.purdue.edu.

All research collaboration data should be stored in departmentally approved storage or the ITaP provided Data Depot storage.

Users should make the best effort to leave their computer turned on at all times so that updates can be applied as necessary. At the end of the day you need to lock your computer (Ctrl + Alt + Del then Lock) or Log off.

Computer Advisory Committee (CAC)

The College of Science Computer Advisory Committee was created to enable policies and procedures to get regular discussion with representation from all areas within the College of Science.  The charge for this committee includes:  

Establish strategic priorities. Ensure that the strategic direction of IT aligns with the overall strategy and teaching, research, and administrative needs of all Science units.

Recommend resource allocation. Make recommendations to the College leadership on how to deploy resources in support of initiatives that extend across functional and organizational boundaries. This includes high level oversight responsibility of the IT funding model.

Recommend IT standards and policies. Make recommendations to the College leadership regarding IT policies, initiatives and services at all levels of the College. Provide guidance on IT standards and policies that support improved services, greater efficiency, and effectiveness through the increased shared use and interoperability of technologies.

Performance measures. Review established baseline metrics for IT projects and services to ensure appropriate data are collected for projects and services.

Transparency. Ensure that all governance considerations and decisions are shared with the College community. Review communications strategies to IT customers about all available services, and the status of those services, to ensure that communications are adequate to meet the needs of the user communities.

Collaboration. Consider opportunities for collaboration with other units within the College, elsewhere on campus, and at other institutions. These collaborations could be in specific IT specialties, academic or business functions.

Consultation. Advise and request comment from the College units, committees and constituencies as appropriate.

Members of Science Computer Advisory Committee (CAC)

In the event that you have an idea, want to have a policy decision re-evaluated or have general comments about how IT is handled for the College, please contact the representative from your area listed below, or the Director.    

Information Technology Committee Members

  • Nishant Rao, Director of IT
  • Tanner Buffenbarger, Manager, Systems & Support
  • Eric Hassenplug, Manager Web & Database Administration
  • Steve Plite, Manager Unix Systems Administration
  • Roger Mahrling, Academic Site Specialist, BIOLOGY
  • Adam Hammer, Sr. Academic Site Specialist, CERIAS
  • Konrad Kliewer, Academic Site Specialist, CHEMISTRY
  • Dan Trinkle, Sr. Academic Site Specialist, COMPUTER SCIENCE
  • Tom Ratkus, Academic Site Specialist, EAPS
  • J. Chapman Flack, Academic Site Specialist, MATH
  • Mark Linvill, Academic Site Specialist, PHYSICS
  • Doug Crabill, Sr. Academic Site Specialist, STATISTICS

Faculty/Staff Committee Members

  • Kathy Anderson, BIOLOGY
  • Michael Gribskov, BIOLOGY
  • Candice Kissinger, CHEMISTRY
  • Mike Everly, CHEMISTRY
  • Randy Bond, COMPUTER SCIENCE
  • Matt Huber, EAPS
  • Barbara Gibson, EAPS
  • Brad Lucier, MATH
  • Jon Peterson, MATH
  • Matt Jones, PHYSICS
  • Bill Fornes, PHYSICS
  • Mark Ward, STATISTICS
  • Bill Cleveland, STATISTICS

 

Maintenance Windows

Science IT will observe a maintenance window for software updates to servers and computers.

Windows Server / Desktop Updates

These will occur on the Thursday after the 2nd Tuesday of each month from 10pm-2am. During this time all network services may not be available. This includes file storage, network printing, Internet, etc.

All computers will reboot after they have received the updates. Please save your data at the end of each day.

Periodic Review

The Computer Advisory Committee is responsible for facilitating regular reviews of this page. Contents of this page may be amended as required, provided mutual agreement is obtained from the CAC and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Review Period: As needed
Last Review Date: 4/12/2016

Purdue University College of Science, 150 N. University St, West Lafayette, IN 47907 • Phone: (765) 494-1729, Fax: (765) 494-1736

Student Advising Office: (765) 494-1771, Fax: (765) 496-3015 • Science IT, (765) 494-4488

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