Initial Review
IR&C undertakes the following steps when departments are rolled into the centralized support model:
Hardware Inventory: (a) IR&C conducts an inventory of all departmental hardware assets (desktops, laptops, printers, servers, PDAs). (b) Inventory tags are affixed to all desktops, laptops, and printers so that they can be tracked. (c) Departments provide IR&C with all relevant documentation, including user manuals, warranty information, vendor contact lists, and any configuration information.Desktop, Laptop, and Server Audit: IR&C reviews all desktops, laptops, and servers to ensure that they are in compliance with IR&C’s standard desktop image, standards, and policies; that they have been patched to current levels; and that they are under warranty. IR&C recommends replacement of desktops and laptops after three years and replacement of servers after five years.
Server Review: IR&C reviews all department-owned servers for possible consolidation into UCOP’s virtual server group. (Virtualization is a technology that allows multiple servers to run virtually and concurrently on a single physical machine.) (a) All file shares, networked printers, and backup services are migrated into the virtual server group, and any individual servers that had been performing these functions are shut down. (b) Wherever possible, any servers that host department-specific applications are migrated into the virtual server group and shut down. (c) Any remaining servers that cannot be migrated into the virtual server group are provided ongoing hardware support until they are replaced.
Active Directory Review: Departmental Active Directory (AD) subdirectory configurations are reviewed and, if necessary, modified. Afterwards, only IR&C staff has administrator rights to the AD subdirectory.
Networked Printer Migration: All printers connected to the network are migrated to the IR&C print server.
Ongoing Infrastructure Support
IR&C provides ongoing support to departments for the following new services as a result of centralization of desktop/server support:
Hardware: (a) Support – IR&C installs, configures and, as necessary, arranges for repair of customers’ in-warranty supported hardware. The department arranges and pays for out-of-warranty repairs separately. IR&C maintains the hardware inventory for departments and notifies departments when the warranty is due to expire. Departmental hardware must meet IR&C standards (current models of Dell and Apple machines are supported), and all machines must be under warranty. (b) Purchase – IR&C provides a price quote for recommended hardware purchases and the department is responsible for procuring the hardware (desktops, laptops, PDAs, and printers). IR&C strongly recommends that Dell machines be supported by Dell’s Gold Maintenance Plan and Apple be supported through AppleCare. Software: (a) Support – IR&C installs and supports IR&C’s standardized software included in the Managed Desktop Image. IR&C reviews new software and updates the list of supported software as appropriate. IR&C assists in the installation of nonstandard software but does not configure or troubleshoot it, or provide customer training. Nonstandard software is removed if it interferes with monthly patch administration. (b) Purchase – IR&C purchases licenses for the standardized software included in the Managed Desktop Image for use by departments. Departments are responsible for direct purchase of non-standard software.Servers: (a) IR&C houses all department-owned servers in the Data Center. (b) IR&C monitors server operations on a 24x7 basis and sends e-mail alerts about outages or other problems to the owner of the application being run on the server. (c) Upon request, IR&C provides departments with technical assistance with server equipment/software vendors.
File Backups and Restores: IR&C requires that all desktops, laptops, and servers have an acceptable process for file backups. IR&C installs and configures supported backup hardware and software. IR&C assists department employees in restoring files from backup as necessary.
Security: IR&C applies critical Microsoft patches and anti-virus software updates to all desktops, laptops, and servers once a month, testing patches for compatibility with server hardware before installation. Additionally, IR&C reviews system reports to identify machines that have not been successfully patched and takes necessary steps to remedy the situation. In the event a machine is compromised, IR&C removes it from the network immediately; IR&C then performs any necessary maintenance up to and including re-imaging the machine before reconnecting it.
Administrator Access: IR&C support staff have administrator privileges and remote management access to all UCOP desktop computers. For security reasons, departmental employees are not normally provided administrator privileges. Any administrator privileges granted to departmental employees must be arranged with and approved by IR&C management. If any problems are caused by departmental administrator access, privileges may be canceled.
Networking: IR&C supports all on-site network connections and coordinates repairs as needed. IR&C also installs and configures the VPN service on laptops.
Printers: (a) IR&C supports networked high-volume printers only. IR&C maintains all networked printers, and acts as a vendor liaison for repairs. All printers must be under warranty. (b) Support of non-networked printers is provided only by separate agreement between IR&C and the customer department.
PDA Set Up and Configuration: IR&C supports current Treo and Blackberry devices. Upon request, IR&C configures the devices to receive e-mail and calendar services and, at the time of setup, trains the employee in using the device.
Requirements for Service
Departments must fulfill the following responsibilities in order for IR&C to meet the service levels defined in this agreement.
Departmental Contact: Departments must assign an on-site departmental contact for IR&C. The contact serves as the departmental liaison with IR&C.Work Space: Departments must provide IR&C with work space for staging and configuring departmental machines. Stored equipment should be in lockable space/cabinets near departmental offices. IR&C personnel must be provided with keys, or be given names of at least two departmental employees who have keys.
Customer Responsibilities: In support of this agreement, customers must
