Information Technology Service Options

What type of computer equipment is provided by I.T. (excluding self-supported departments)?

I.T. provides fast computer equipment

I.T. provides standard computer equipment

How is the standard college-wide software installed?

I.T. provides college-wide software installation in a basic image

I.T. provides installation of all work-related, college-adopted software as requested, when possible

How is my college-adopted software installed?

I.T. provides installation of all work-related, college-adopted software as requested

End-user installs all work-related, college-adopted software

I.T. provides installation of all work-related, college-adopted software as requested, when possible

What level of support and troubleshooting does I.T. provide for me?

I.T. provides full support and troubleshooting

I.T. provides reinstallation of basic image only, if requested

I.T. provides full support and troubleshooting, when possible

How is standard college-wide software updating handled?

I.T. installs updates on all standard software during off-hours

End-user installs updates on all standard software and agrees to install when notified by I.T. to ensure the campus is kept at the same versions

I.T. installs updates on all standard software when possible

How is college-adopted software updating handled?

I.T. installs updates on all college-adopted software during normal working hours as requested.

End-user installs updates on all college-adopted software, either when needed or when notified by I.T.

I.T. installs updates on all college-adopted software when possible

What if I want/need to experiment with new software options for my job?

No problem. Install the software and experiment with it. If you decide to keep it you can call the helpdesk and a technician will install it for you.

No problem. Install the software and experiment with it. If you decide to keep it you can then install it permanently.

There may be problems. You can install the software and experiment with it. However, if it causes any conflicts, or has malware, etc. then you will need to call the helpdesk to have them fix your computer.

Do I have to save my files on the network?

No. You can save your files to your hard drive or onto the network, or on any other device such as a pen drive. Keep in mind, though, that only files saved on the network are backed up regularly, so this option is recommended for critical files and ones that are actively being used and/or modified.

Do I have to go through a training to use my FASTLANE computer?

No training is required to use your FASTLANE computer, however online assistance is available if needed.

Yes! Self-service requires a certain level of technical knowledge to perform the functions required to maintain your own computer system. I.T. will provide training and you will be required to "pass a test" to ensure you are able to perform the duties required to properly maintain your system.

Yes and no. Without training, you will find yourself with long downtimes and unnecessary interruptions to your work. With training, you can minimize this problem. Training will need to be provided by you or your department.

Is FASTLANE any different than just getting a new computer?

Yes, it is different. The solid-state hard drive installed in your computer makes it run faster than ever before. PLUS, your computer will maintain this speed because all the issues that crop up over time on a standard system will not happen with a managed system. A simple reboot will bring your computer back to standard settings, clear away any viruses, malware, etc. that may have infected your computer, and restore it back to perfect functional order.

No. The slow lane option is the replacement of your workstation based on a 4 to 6 year replacement cycle (as budget allows).

What is the priority level for my service requests?

Full-service requests are high priority

Self-service requests are medium priority

Slow Lane requests are low priority

What is the projected response time that can be expected for these priority levels?

HIGH (classroom is down or multiple users are down): Immediate response, M-F 8am to 5pm and best effort after hours and weekends

MEDIUM (ability to perform job function is impeded): 2 hour response time, M-F 8am to 5pm.

LOW (support that does not affect current ability to perform job functions): 2 business days response time, M-F 8am to 5pm.

EMERGENCY (any support which requires suspension of SLA): handled on an individual basis.

HIGH (classroom is down or multiple users are down): Immediate response, M-F 8am to 5pm and best effort after hours and weekends

MEDIUM (ability to perform job function is impeded): 6 hour response time, M-F 8am to 5pm.

LOW (support that does not affect current ability to perform job functions): 5 business days response time, M-F 8am to 5pm.

EMERGENCY (any support which requires suspension of SLA): handled on an individual basis.

HIGH (classroom is down or multiple users are down): Immediate response, M-F 8am to 5pm and best effort after hours and weekends

MEDIUM (ability to perform job function is impeded): 2 business days response time, M-F 8am to 5pm.

LOW (support that does not affect current ability to perform job functions): 10 business days response time, M-F 8am to 5pm.

EMERGENCY (any support which requires suspension of SLA): handled on an individual basis.

How long will it be before the issue is resolved once the technician(s) responds?

HIGH: no parts order – 1 hour + Enterprise Systems Resolution Time, parts order – 3 business days

MEDIUM: no parts order – 4 hours, parts order 5 business days

LOW: no parts order – 3 business days, parts order, 10 business days, single lab-wide software load, 20 business days, multiple lab or departmental software load, 30 business days

EMERGENCY: as soon as possible, parts will require expense authorization.