Author: Janice M. Anderson Date: 5/1/2006

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1 Subject: AHC-IS Desktop Policies, Proc and Standards Policy No Applicable to: AHC-IS Pages: 6 Author: Janice M. Anderson Date: 5/1/2006 Replaces version Dated: 2005 POLICY: AHC-IS goals for Workstation Support are to: 1. Make exchanging information efficient. 2. Provide services to properly secure, store, and backup critical data. 3. Ensure a secure computing environment by applying necessary security measures. 4. Minimize the amount of time and effort required to resolve computer problems. In order to achieve these goals, AHC-IS is making available formal workstation support services to offices / areas within the Academic Health Center. AHC-IS believes that this action makes it simpler for individuals and offices to share information across the organization and results in a reliable level of computer support. PROCEDURE: Migration to AHC-IS Support Step 1. Workstation Audit Before AHC-IS agrees to support an AHC office, an initial hardware / software audit will be done. AHC-IS will record all hardware and software information about each workstation, printer, and any servers to determine if upgrading or replacement is necessary. Each workstation and printer must meet AHC-IS s minimum standards (see below) in order to be eligible for support. During the audit process, AHC-IS captures the following information: Computer processor speed, serial number, model type Hard drive size and space available on the drive RAM (memory) Network card in the computer Operating System Software loaded on the computer and proof of licenses Network Jack ID Novell username (if any) Existing connections to other systems or networks, (i.e. Fairview) Server location of any current data files and network printer sharing Fairview Systems Approval Date: June 6, 2006 EMD Pages: 1 of 6

2 AHC-IS Desktop Standards & Minimum acceptable configurations Hardware Recommended Pentium 4 processor 3.0GHz or higher or any Pentium D (dual core) processor 1GB RAM 40GB Hard Drive or larger CDRW/DVD drive or DVD+/-RW drive Minimum o Pentium III 500 MHZ / 256 MB RAM (minimum) Mac G4 processor, G3 running OSX (minimum). Older Macs will no longer be supported by our office. Printers Non-networked printers such as laser or desk-jet printers Networked or shared printers must be capable of attaching to an internal jet direct network interface card, (i.e. HP LaserJet 4100, 5000 series.) Standard Software Supported Operating Systems Windows 2000 or Windows XP (preferred) OSX for Macintosh Network Data Management and security Novell Microsoft Server Active directory Electronic Mail Client Outlook or Outlook Express (recommended) Eudora light or Pro (being phased out) Word Processor Word (current version) Presentation Software PowerPoint (current version) Spread sheet Excel (current version) Database Access (current version) Scheduling & calendaring Meeting Maker UM Cal Oracle WWW Browser Netscape Navigator 4.76 or higher Microsoft Internet Explorer 6.0 or higher (preferred) Approval Date: June 6, 2006 EMD Pages: 2 of 6

3 Virus Management Software Norton Antivirus (required, centrally-managed) Patchlink (required, remote patch management) Telnet software - Hummingbird for CUFS access PointSec required for all Windows Laptops supported by AHC-IS AHC-IS will install, configure, and track all software and associated software licenses loaded on supported devices. AHC-IS will provide upgrades, as they become available. Installation or changes to software by end-users may result in the support agreement being voided by AHC- IS. Step 2. Post-Audit Actions After the audit, AHC-IS will review the status of existing hardware and software for qualification of minimum requirements. AHC-IS believes it is more economical to replace older, outdated computer hardware and software than to spend an inordinate amount of time on recurring technical support calls. If existing hardware does not meet the minimum requirements: AHC-IS staff will assemble a proposal of recommended hardware and software upgrades or replacements and the associated cost. Upon written approval from the office / area, AHC-IS will place the necessary orders for hardware and software. The office / area will provide an appropriate CUFS number for the orders. All orders are done through Forms Nirvana All orders will be delivered to the AHC-IS computer set-up office. When the invoice is received, it will be paid by a PV in FormsNirvana. Pertinent information about the hardware and software will be entered into AHC-IS desktop management database. AHC-IS will contact the office / area to schedule time for installation. If existing department hardware does meet the minimum requirements: 1. AHC-IS will record pertinent information in the AHC-IS desktop support database. 2. All desktop and network software will be configured to reflect the AHC-IS standards. 3. Each workstation will be identified by an AHC-IS Device ID tag which will be placed on the hardware. 4. A Novell login name will be created for each end-user that requires access to the network file server. 5. AHC-IS will transfer any data to the AHC-IS file server and establish / reestablish file sharing procedures for the office /area. 6. Appropriate training / orientation will be provided by AHC-IS staff for the office / area before the implementation of new hardware or software. Approval Date: June 6, 2006 EMD Pages: 3 of 6

4 File Sharing AHC-IS uses Novell Netware and Microsoft Server for file sharing capabilities both within and between departments throughout the AHC. Each supported desktop user receives a server username and password that allows the user access to certain shared directories on the server as well as a more hidden personal area. Disk Space Each user will initially be given 500 MB on the file server. Users may request additional space as needed at no additional charge. Users Any user account on the server not accessed for a period of 6 months will be disabled. All disabled accounts will be deleted after a 6 month period. If there are any files associated with a disabled account in a departmental shared directory, the departmental contact will be notified and they will become the new owner of the files or, if desired, upon written notice, AHC-IS will delete the files. If there are any files associated with a disabled account in the users personal space (home directory), AHC-IS will delete the files. Unless requested otherwise, when a new employee replaces a person who already exists in Novell, ownership of the old employee s files are transferred to the new employee. Backup and Restore Files on the server are backed up each night. Retention Schedule: Daily for two weeks Weekly for two months Month-end for one year Year-end for 6 years Weekly tapes are stored in an off-site location. Requests for file restores (from the server) will be completed within 2 working days. AHC-IS does not back up individual desktop hard drives. Files that need to be backed up/secure should be stored on the file server. Security Requirements All workstations will have predefined security profile which will enable adherence to security guidelines per the Protecting Private Data Standard, and the Information Technology Support: Guidelines and Recommendations which have been issued by the Office of Information Technology (OIT). This security profile includes, but is not limited to the following: Centrally managed antivirus Centrally managed patch-management software VPN use for remote access to sensitive data Approval Date: June 6, 2006 EMD Pages: 4 of 6

5 Mandatory screen saver password Password complexity requirements enforced to AHC standard Inability to load new software (future) Workstations not securely configured will not be allowed to connect to AHC-IS file and database servers. Helpdesk The Helpdesk will only accept calls regarding hardware with an AHC-IS Device ID tag or endusers connected to AHC-IS servers or usage of AHC-wide computer applications. The AHC-IS Help desk is staffed from 7:30am-5:00PM Monday through Friday (6-5100). This telephone number does have voic after. When leaving a voice message, include person s name, device ID number, and a description of the problem or request. After calling in an issue to the helpdesk, the user will receive an that lists the following information: Who the issue is assigned to, a description of the problem, and an issue number. AHC-IS response time expectations: Status Notification Examples Urgent Tech automatically paged/itasca issue Machine not booting at all No network activity Unable to log in to Windows workstation Initial Contact Within 15 minutes Max. Time for Visit Within two working hour High Tech automatically paged/itasca issue Computer has virus Can t print to ANY printer Can t log in to Novell server Critical application not working Within two Within four working Medium Low ITASCA issue ITASCA issue Software installs New Employee setups setup/change Software questions Unessential program not working no loss in productivity Within two Within 8 working Within 48 working Schedule as available Foreseeable events (such as new equipment orders and moves) will be entered as Projects and scheduled with the customer. Approval Date: June 6, 2006 EMD Pages: 5 of 6

6 The tech answering the help line will tell you the following things before ending the call: The status of the issue The issue number The technician who the issue is assigned to When they should expect a call or visit To call back and reference the issue number if they do not get called in specified time period Projects Example of Projects (Scheduled Response)- If the call is for any foreseeable request, AHC-IS will respond by scheduling a service visit by technical staff. Examples of scheduledtype activities include: Computer/printer moves New service added such as software installs Training New hardware (workstation) orders All requests or problems should be routed through the Help Desk for tracking purposes. Software and hardware questions will then be forwarded on to the appropriate support person. Other AHC-IS Computer Support Services AHC-IS will initiate all warranty repairs for hardware ordered through our office. Warranty information will be tracked as part of AHC-IS s support database. AHC-IS will help, when possible, with hand-held computer devices but makes no commitment as to the ability to support or maintain the vast array of devices that are available for purchase. See AHC Policy # Handheld Policy for more information. Departmental Responsibilities to AHC-IS To ensure proper service, each department acquiring Desktop Services from AHC-IS should follow the following guidelines: Establish a service understanding with AHC-IS defining the charge-back mechanisms for technical support. Provide reasonable notice of computer moves, changes, additions, etc. Notify AHC-IS when new employees start or when existing employees terminate. Provide proof of licensure for each piece of existing installed software. Periodically go through files on the fileserver and delete those no longer needed. Verify the quarterly invoice for accuracy and completeness. In FY07, departments removing support for devices must fill out a Request to Terminate AHC-IS Support document which must be approved by the AHC Privacy Officer. Approval Date: June 6, 2006 EMD Pages: 6 of 6

Network Infrastructure, Desktop, and Server Support Service Level Agreement

Network Infrastructure, Desktop, and Server Support Service Level Agreement INTRODUCTION This service level agreement ( SLA ) describes the core services provided to customers by Micro- Management Systems,