The CIO office provides further support to the campus IT community through several groups focused on specific IT practices: IT administrators, webmasters, application developers, and help desks. The Directory and Authentication Services work group provides Identity and Access Management (IAM) services for the University community. To complete the template: 1. e. Directory and Authentication Services. This template for an IT Operations Manual / IT Systems-Handbook will help you • that no important item is forgotten and • a common handbook structure is used throughout all systems. Those which you would need to work with a product you’ve purchased. When a construction project, remodel, or relocation causes the need for additional communications infrastructure, equipment, or services, the one-time installation and capital costs shall be borne by the project and should be included in the project budget. The Telecommunication & Network Services (TNS) department provides planning, development, implementation, and support of networking, data, video, cable television, and voice communications for the University main campus (except for the University of Iowa Hospitals & Clinics) and the UI Research Park. An operations manual is the complete encyclopedia of all the company know-how. Throughout the year, Instructional Services sponsors half-day workshops, demonstrations, and seminars on specialized topics covering the latest tools and methods for teaching with technology. The group is responsible for monitoring the diverse systems and physical infrastructure of ITS computing and data storage facilities. One of the greatest books an entrepreneur can read is The Emyth Revisited by Michael Gerber. Some methods will choose to prescribe a single approach, such as capturing architectural requirements in the form of epics or pre-building “architectural runways,” but the Disciplined Agile framework promotes an adaptive, context-sensitive strategy. Services include security patching, hardware, software updates, and communications. You can customize these if you wish, for example, by adding or removing topics. Services include the following: The Administrative Information Systems (AIS) department provides information technology solutions and services that enhance the administrative operations of The University of Iowa business, collegiate, academic, and service groups. The Operations group is responsible for the scheduling, execution, examination, and dispersal of computer output. Information Technology Operations Manual SOP Origin Date: 05/21/2007 Modified Date: 5/13/2009 . The ITS Help Desk provides support for ITS services, operating systems, software applications, web-based computer systems, security, and much more (. The operations manual is a document that is listed with the information about working procedures of the company. 4 0 obj This template for an IT policy and procedures manual is made up of example topics. SPA is responsible for hardware and software installation, configuration, and maintenance. PURCHASE NOW. The group manages the troubleshooting, data backup and restore, security, and the printing facilities in the IBM zSeries environment. (Types of service include: single-line phone, multiple-line phone, cellular phone, local service only, restricted long distance service, unrestricted long distance service, authorization code required to activate phone service, etc.) Systems & Platforms (SPA) works in partnership with campus IT providers, especially IT departments, to provide for and sustain reliable, available, and responsive computing infrastructure. Service manual; Technology Choosing technology, development, integration, hosting, testing, security and maintenance. Working with individual colleges, Instructional Services staff are available to assist instructors in building course websites, to provide consulting and training on ICON, and to integrate ICON with other information systems on campus (Registrar, Exam Services, Library), as well as with specialized collegiate applications. You could not unaccompanied going in the same way as ebook heap or library or borrowing from your associates to gate them. Please contact them by phone to schedule an on-site visit or training session. A manual-based system will see information recorded … Provide opportunities for faculty to learn about technology and its integration with teaching and research. The Institutional Data and Data Management Group is a service-oriented work group that provides broad services across all the administrative customer base. Instead of processes, ITIL 4 describes 34 'practices', and many of the 26 processes specified in ITI… These include but are not limited to: local and long-distance service providers, contractors and consultants, and equipment vendors. tV;��r��r���wzKE�P�رW��s�:��DOl The IAM infrastructure is an integrated system of policies, procedures, business rules, and technologies used to facilitate and control user access to critical online applications and resources while protecting confidential personal and business information from unauthorized users. For more information please contact Telecommunication & Network Services. Database Checklists. %äüöß Staff can offer assistance in any of the following areas: Development of instructional software applications; Web development (including web page design and online course development with ICON and other tools); Database development (including active web page creation); Assist instructors in building course-related websites. Operations manuals typically include four types of information: How-to procedures, e.g., how to enter a new account into your billing system, how to perform computer file back-ups. Outside vendors. The group manages hundreds of terabytes of Fibre Channel and ATA disk capacity, Fibre Channel Storage Area Network fabrics based on Brocade switching hardware, EMC storage arrays, and Network Appliance storage systems. It is a concise communication tool contemplated to give assistance to users using a smart phone. For a complete list of services provided by ITS, visit the ITS Service Catalog at. The Unix group supports the campus computing infrastructure as well as various academic and administrative services at the departmental level. This includes a media lab exclusively for instructor and researcher use. 7) Once the download completes, unzip the file which will create a folder called client. The group's general purpose is to facilitate discussion, strategies, infrastructure/enterprise solutions, and good communication on information technologies. Currently, there are four work groups aligned directly with major customer groups (Office of the Executive Vice President and Provost, Library, Finance and Operations, and Finance and Operations-PeopleSoft) to provide their specific support needs. The charges include the telephone line, instrument, system features, maintenance, and repair due to normal use of the service. x��X�n1��?�\���}����K�cZ��n@ѴH.��R���ř�(r2��#%E����Ii�7�|�7V%�N=S�ߨ��G�{��^�����8"��$��(n���U;J$�Q���.�f�0RL��`:��];���zJ�����w�IA�� :��sR�E8'ݔl /ColorSpace /DeviceRGB g. Enterprise Storage. For more information on any of these services, please contact Telecommunication & Network Services. /Height 70 ), On-campus relay service for the hearing impaired (assistive technology), Consultation, design, and inspection for communications cabling and outlets, Installation of communication cabling and outlets, Locating buried University communications cables, Installation and maintenance of campus fiber and coaxial cables. Provide identifying and descriptive information for all hardware and software components, including purpose/operation of each component and the amount of memory … The Computer Sales Program is available to purchase new equipment from selected vendors. Departments are responsible for determining when an employee needs to have access to telephone service and the type of service required in order to fulfill job responsibilities. Business-related policies, e.g., not accepting personal checks. Typical tasks include system installation and configuration, application installation, troubleshooting, backups and restores, and assisting with computer security. Guidance text appears throughout the document, marked by the word Guidance. Information Technology Services (ITS) provides integrated information technology (IT) support for the University of Iowa campus. The Operations and Maintenance (O&M) Plan defines the operational support tasks and activities that each of the Office of Information & Technology (OI&T) functional areas are required to provide in the delivery and support of a production enterprise system. 6) Downloading this file will take some time depending upon the speed of internet connection . This can include: training, both in one-on-one situations and in workshops organized through the year; providing access to unique hardware; serving as liaisons to key vendors; and organizing user groups. Investigate new and emerging products, methods, and systems that have instructional applications, especially those technologies that are based on open standards and promote interoperability. In addition to the one-on-one assistance provided through the consulting and media studios, Instructional Services also offers a variety of opportunities for faculty to learn about technology and teaching. All communications infrastructure installed on campus must be in accordance with current campus standards and be approved and inspected by Telecommunication & Network Services. ITS provides computing facilities; administrative information systems; voice, data, and video communications networks and services; technological resources for teaching and research needs; Instructional Technology Centers (ITCs); and a variety of related services and support. Research Services provides expertise in a number of areas. The department is also responsible for resource management, troubleshooting, and storage services, including backup and security. Then the manufacturers would include it in the packaging of the product. a common handbook structure is used throughout all systems. This template includes instructions, boilerplate text, and fields. The Enterprise Client Management Services work group provides Systems Center Configuration Manager (SCCM) tools for delegated administration of departmental machines and Citrix support for web access to applications from Windows, Macintosh, and Linux workstations. If you want your employees to perform well you need to let them know what you expect. For more information on any of these services, please contact the SPA director. Assign a mentor. 954 Information Technology Services is a group of four departments (see VI-3.2 through VI-3.5 below). Originally sold to franchises for over $3,000. Services include the following: The Research Services group of Academic Technologies supports researchers in their use of computing technologies in research endeavors. Examples of related costs may include: acquisition, installation, and ongoing fees related to use of the equipment or services. /Filter /FlateDecode A University Service Requisition form is required for any installation, move, change, removal, or replacement of telephone, data, video, or cable service. AIS services are supported through strong partnerships with sponsoring customer departments and other ITS departments. Security Culture/Procedure: • Never e-mail username and password and URL to someone in the same e-mail • Do not store username and password information … ... is also a handbook which is commonly known as a guide-book which provides bit by bit guidance regarding how to use and operation a smart phone. Every computer consultant, every managed service provider, every technical consulting company – every successful business – needs SOPs! (Amended 9/93; 10/94; 10/95; 9/98; 9/00; 10/01; 9/02; 12/03; 11/04; 12/05; 12/06; 1/09; 12/16), 3.1 University Chief Information Officer – Information Technology Services, 3.3 Administrative Information Systems (AIS), 3.5 ITS Telecommunication & Network Services (TNS), Information Technology Advisory Committee, https://its.uiowa.edu/campus-software-program, https://its.uiowa.edu/web-development#!service-catalog, https://its.uiowa.edu/all-services-and-software, https://www.dna.its.uiowa.edu/Whitepages/, https://uiowa.edu/homepage/updating-directory-info, V. Administrative, Financial, and Facilities Policies, a. For more information on any of these services, please contact Research Services by phone or email (its-academic@uiowa.edu). Digital video: DVD, streaming video, MPEG, Web technologies: Java server pages, web-based surveys, web-enabled databases, Networking: wireless, Internet2 applications, distributed network storage devices. B. Additionally, Administrative Information Systems provides coordination and support for the University Data Warehouse, which provides end users with decision support, and web-based reporting environments for Admissions Office, Grant Accounting, General Ledger, Human Resources, Payroll, and University Billing Office data. ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the Four Dimensions Model and the Service Value System (SVS). The CIO is advised by the Information Technology Advisory Committee (ITAC), a charter committee appointed by the governing body of the faculty, students, and staff and the Faculty Senate, confirmed by the President of the University. SPA also provides comprehensive management or assists with the management of Large Systems, Unix Systems, Windows Services, Enterprise Client Management, Directory and Authentication Services, and Computer Operations at The University of Iowa. a. ITS Help Desk support is available to students, faculty, and staff at The University of Iowa. Large Systems. In addition, the Security Office consults on issues of regulatory compliance, develops and/or shares industry best practices for security, and facilitates the development of new and updated IT policies for campus. The Systems and Platform Administration department is organized by server, client, directory, and operations support. General Checklists. a. Our work helps our partners deliver information technology services to students, faculty, and staff of the University, and to external customers who are important to the University mission. 2 0 obj The Systems & Platforms department provides computing environments that enhance the academic, administrative, teaching, and research functions of the University. These services are provided for internally developed and purchased software. All costs related to such services are borne by the department. This includes doing problem determination, problem tracking, and customer assistance. Project MAUI consists of several project-centric work groups focused on either functional modules (Admissions, Student Records, Billing, or Degree Audit-transfer Articulation) or technical infrastructure. Instructional Services staff have a rich set of skills and many years of experience supporting the use of technology in instruction. Critical information security services for the campus are managed by the Security Office, as well as the coordination of security incident response and resolution. For more information on any of these services, please contact Instructional Services by phone or email (https://its.uiowa.edu/contact). By adopting the internationally accepted Information Technology Infrastructure Library (ITIL) framework of best practices and the IT Service Management (ITSM) business driven approach, CTS can provide its customers a roadmap that demonstrates directed efforts, Contacts, e.g., insurance company. Experiment with new instructional and adaptive technologies. stream Operations Procedure Manual This section provides step-by-step instructions for key operations procedures. Infrastructure. This Information Technology (IT) policy and procedure manual is for the small to medium sized business owner and their employees. For more information on any of these services, please see https://cio.uiowa.edu or contact Information Technology Services by phone or email (its-information@uiowa.edu). We have got basic to find a instructions with no digging. /Filter /FlateDecode The Unix Systems work group provides storage service and management of Unix and Linux servers. Personal long-distance telephone and cellular phone policy. b. Each department has its own decision autonomy, budgets, and business plans, which guide its actions and decisions. e. Work with and complement the efforts of other researcher support groups across campus. The Systems & Platforms department is committed to providing secure, reliable, cost-effective services using the most appropriate and efficient technological tools available. DA does this via its goal-driven approach that indicates the decision points that you need to consider, a range of techniques or strategies for you to address each decision point, and the advantages and disadvantages of each technique. And also by the ability to There is no easier way that I know of to create training guides than with Screen Steps. Research Services works to provide whatever is necessary for investigators to be successful in their use of information technology. The Administrative Information Systems department is organized into customer-centric and service-oriented work groups. stream The following list identifies some of the major areas for investigations and gives examples from recent projects. Supported services include campus email, web services, the library online catalog system, VMware, the Red Hat Network Satellite patch and update distribution service, digital asset management, and the PeopleSoft financial and human resource applications. All significant contracts for services provided by outside vendors should be coordinated with the director of Telecommunication & Network Services. ... Technology Selection Backup OLA / SLA. Unapproved infrastructure may be removed, replaced, or redesigned at the expense of the offending department. Consultation and training. endobj The committee's general charter is to advise and recommend on University IT policies, services, and development. >> Research Services is always looking at new technologies (such as collaborative tools and immersive environments) and new research applications of existing technologies, such as 3-D printing and high-performance networking. As part of the campus universal wiring plan, every communications outlet has the capability of providing voice and data connections. TNS also ensures that the services provided to the University community are cost-effective, dependable, ubiquitous, and of the highest possible quality. Departments pay monthly for telephone service. The O&M Plan defines specific roles and Issuu is a digital publishing platform that makes it simple to publish magazines, catalogs, newspapers, books, and more online. 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