Computing Services

Computing Services Service Statement (2008)  (Pdf version here)

Aims
Computing Services aims to provide a reliable and secure computing infrastructure to allow the University to deliver its goals.  We will manage, operate and maintain all existing IT services.  Within available funding and resources, we will deliver a rolling upgrade and replacement programme for all equipment, as well as where possible enhancements and new services.  We will administer the purchasing of all IT equipment and software for the whole University.

While we provide, maintain and support the technology, we will not normally train users, or operate any applications for users.

Responsibility and Service Availability

Computing Services (“CS”) will:

  • Take responsibility for the provision and support of all IT infrastructure, e.g. servers, LAN, WAN and Internet connections.
  • Provide students with appropriate computing facilities in open access and IT teaching rooms.
  • Centrally provide all staff who need a computer with standard basic computing equipment.  This will usually be a desktop PC, monitor, keyboard and mouse with access to a networked printer/copier.  Any additional equipment will need separate departmental provided funding.
  • Ensure that teaching rooms will have installed or access to up-to-date IT and Audio Visual (AV) facilities, subject to budget constraints.
  • Provide support to all centrally provided User Technology, to include desktops, laptops, printers, scanners and AV equipment.
  • Purchase all IT equipment and software on behalf of departments.
  • Respond to a “Teaching Emergency” within 1 hour of call being received by the help desk.  A Teaching Emergency is defined as the total inability to run or deliver a scheduled class due to failure of an IT facility.
  • Provide high speed access for all members of the University to the Internet.
  • Provide staff with a Liaison function to enable Departmental strategic and operational IT development.
  • Work to maintain the core standard staff desktop to be identical for all people.
  • Ensure that systems, servers and networks will be resilient where possible and affordable.
  • Work with Corporate Information Services to publish and test a Disaster Recovery Plan and promote the development of Business Continuity processes across the University.
  • Provide a consistent identity management system and minimise the number of logins users have to manage.
  • Provide a basic allocation of central storage (N: drive) for all users.  This storage will be backed up against disaster, but not user error.  The central allocation is unlikely to be sufficient for heavy users and additional central storage can be provided if funded by departments.
  • Provide all eligible service users with an “@canterbury.ac.uk” email address and service.
  • Provide a ubiquitous secure wireless access at signed points on all campuses, extending to cover all areas as funds permit.
  • Enable secure remote access to CCCU information systems for authorised users.
  • Publicise any proposed downtimes outside regular system maintenance periods for all services.  CS reserve the right to take emergency action necessary to preserve the wider service and University’s reputation.
  • Proactively collaborate with the wider UK HE community for mutual benefit.
  • Aim to adopt early in a technology’s maturity cycle, where there are benefits for the University, but IT infrastructure at CCCU will not normally be leading edge.
  • Minimise the environmental impact of IT wherever possible, aiming to reduce energy and consumable consumption over time.

User Responsibilities

Users will:

  • Log all requests for help via the i-zone
  • Contact CS to discuss IT requirements well in advance of need.
  • Discuss all course and teaching IT requirements with CS before the planning document is finalised.
  • Provide feedback on our service via the Liaison team.
  • Ensure that they and system owners have business continuity plans for being without IT service for up to 1 week.
  • When requesting services from CS provide a named contact who has the necessary authority to make decisions about the work.
  • Conform to all University conditions of use and published policies.
  • Provide reasonable access to support staff in order for them to complete requested work.  Inability to give reasonable access may result in requests being delayed or closed.
  • Ensure that all computers have a nominated owner, custodian and system administrator as applicable.
  • Ensure they are competent to use the facilities provided and where they are not they will ensure they seek appropriate University provided training.
  • Take responsibility to ensure that all software is properly licensed and that only licensed software is installed on University computer equipment.
  • Store all their data on central networked storage (eg N: Drive) which is backed up.  Users take full responsibility for the security of any data which is stored outside the central storage facility.
  • Not divulge their individual log in password to any other person.
  • Notify CS in advance of events or requirements that might require a higher than normal level of support, equipment or capacity.
  • Notify CS in advance of any event likely to affect service availability (e.g. electrical power down).

Full Service Level Agreements are under development and will appear here