Table of Contents

See also

• All groups must use certain Chemistry IT services
• Draft Opt-in example from Michael Lenetsky
• 2) Service Offerings for Opt-out Partial Support Groups
• Much of the initial source data came from <R:\Chem IT\IT Support\Support Standards>.

These services are provided to Opt-in groups

• Groups may elect not to use most of the listed Chemistry IT services.
  • The few exceptions are noted
  , and some
  • below. Some "required" services apply to all groups, including Opt-out groups.
• Opt-in groups may opt-out specific systems from being managed by Chemistry IT, but no change in billing.

Desktop and laptop support

...

Basic computer support, software, and IT security services

• Buy standard, recommended computers.
  • Process purchasing of Dell or Apple (Mac) desktops and laptops through University Purchasing.
• Install contemporary, factory-like Windows or Mac OS on Dell or Apple hardware, if hardware supports it (limit of 1 hour).
• Process standard warranty services .Coordination for Dell and Apple systems, including packing and at-cost shipping.
• Configure and assist with Cornell's email and calendar services.
• Purchase software, and coordinate campus and other license management.
• Distribute software licenses and media.
• Consultation services, 30 minutes per issue.
  
  • Consult on what hardware to buy and where. Includes consideration of best pricing and service, quality, and warranty options.
  • Consult on personal mobile solutions.
  • Consult on support options for systems more than 6 years old or running non-contemporary operating systems.
  • Consult on backup strategies and options.
  • First-look for hard drive recovery situations, and referral as appropriate.
  • Assist graduate students regarding their personal systems.
  • Advise on IT security, as well as malware remediation options.
  • Advise on Cornell IT policies and share Chemistry IT's best practices.
• Opt-in extras:
  • Required: Opt-in groups must support Chemistry IT's maintenance of a complete hardware inventory. Includes , including computers and printers within Opt-in groups.
  • By default, group computers are managed by ChemIT, placed on Chemistry's network, and have monitoring and updating software installedChemistry IT. Group may opt-out specific systems, but no change in billing. Services for managed computers include:
    • Installation, troubleshooting, and diagnostics on systems less than 6 years old using running contemporary operating systems.Installing and updating contemporary applications on ChemIT-managed computers (see Application Support, below, for details)
    • Arrange standard back-ups where needed, with using CIT's EZ-Backup service.
    • Enable NetID-based log-on user-level accounts.
    • Enable special Admin Provision admin accounts for faculty member and IT Rep.
      • If group shares distributes their Admin password to other additional group members,
  • Warranty service coordination for almost any hardware, through University Purchasing.
  • Process purchasing of almost any hardware and peripherals.
  • Best-effort user assistance (limit of 30 minutes).
  • Recommend and purchase department phones, tablets, and phone services
  • Consult on personal mobile solutions.

Application support

• For select software used by more than one group, maintain vendor relationships, purchase software, and coordinate campus and other license management.
• Run departmental license servers. Managing off-network license keys for select software.
• Maintain a central collection of shared media for some software installations, with a check-in and check-out process to reduce loss.
• Consultation services, 30 minutes per issue.
• Opt-in extras:
  • For the group computers managed by ChemIT  (see above) get many basic software applications installed and maintained. Such as MS Office, ChemDraw, and Identity Finder.
  • Configuring and assistance with Cornell's email and calendar services (limit of 30 minutes), instead of going to CIT first.

Network support and IT Security

• • • • this action will limit Chemistry IT's responsibilities.
    • Install and update contemporary applications.
      • Basic software includes MS Office, Adobe, ChemDraw, and Identity Finder.
      • Ensure computers configured following best-practices for security and other considerations.
        
        • Users must still engage in safe computing practices.
        • Antivirus installation, management, and scanning.
        • Software inventory and patching tools.
      • Malware remediation. Detect and remove malware when feasible. Reconstruct systems, as appropriate.
      • Manage IT Security incidents and warnings, coordinating with A&S IT Security Liaison and CIT as appropriate.
    • Attach computers to instruments or specialized peripherals (limit of 3 hours).
      
      • Instrument computers may not be used for general internet web surfing.
    • Linux workstations are set up using a standard configuration.
  • Process purchasing of almost any hardware and peripheral. Warranty service coordination.

Network and Cornell phone support

• Required: Manage and coordinate wired network activations with CIT.
  
  • MAC address of system is required by CIT.
• Required: Manage all Cornell phones.
• Coordinate WiFi service issues in Chemistry spaces with CIT.
• Required: Manage and coordinate jack network activation with CIT (3 networks: Chemistry IT network, CIT's AccessNet, and A&S's RedNet).
  • Includes maintaining required network machine registrations using CIT's tools (2 networks (Chemistry IT network and A&S's RedNet).
• Required: Manage all Cornell phone numbers, and device deployments and repairs, AUDIX, call groups, number changes, etc., with CIT.
• Coordinate RedRover/ eduroam service deficiencies in Chemistry spaces with CIT.
• Consultation services, 30 minutes per issue.
  • Advise on security settings / implementation/ remediation options.
• Opt-in extras:
  • For the group computers managed by ChemIT (see above) on Chemistry IT networks:
  Manage Chemistry
  • , manage Chemistry IT's network firewall settings
  .
  • Antivirus installation, management, and scanning.
  • Malware remediation – help find, and remove malware (when possible). Reconstruct systems, as appropriate.
  Manage IT Security incidents and warnings, coordinating with A&S IT Security Liaison and CIT as appropriate
  • .
  • Ensure computers configured following best-practices for security and other considerations. (Users must still engage in safe computing practices.)

Printing support

• Required: Providing If a network is desired for a printer, Chemistry IT activates nearby network jack for printer to be added to 10-space (.
  • MAC address
  required), if networking is desired
  • of printer is required by CIT.
• Buy standard, recommended printers.
• Consultation services, 30 minutes per issue.
• Opt-in extras:
  • Option to have printer managed by Chemistry IT. Services for managed standard printers include:
    • Spare toner and ink supplies cached locally. And delivered and purchased on request, using group-provided default account number.Process and manage printers enrolled under Eastern Support Contract, if desired.

    • Troubleshoot and diagnostics on systems less than 6 years old (limit of 30 minutes) and consult on repair/ replace decisions.

    • Process warranty or service contract, if applicable.

Research

...

group web sites

• Consultation services, 30 minutes per issue.
  • Consult regarding group web site hosting options.

Research Computing (not cluster or computational)

• Required: Process Sponsored NetID requests
• Required: Process Sponsored NetIDs to support group research.
• Update Active Directory group member information as provided by groups, to enable authorization to group and department resources.
• Establish group file shares, using CIT's SFS service. Do for both CIFS (Windows, Macs) and NFS (Linux) services.
  Uses Cornell's Active Directory groups.
• Consultation services, 30 minutes per issue.
  
  • Recommend other on-campus or off-campus (commercial) resources, as appropriate.
• Opt-in extras:
  
• For the group computers managed by ChemIT (see above) on Chemistry IT networks:
  
  • For "instrument" computers, similar criteria as listed under "Desktop and laptop support".
  • For shared group computers, install and maintain.
  • Includes standard CentOS 7 for workstations needing Linux.
• Assist with Cornell NetID and other Cornell accounts (limit of 30 minutes), instead of going to CIT first.

Research Computing (servers and high-performance computing)

• Consultation services, 30 minutes per issue.
  • Recommend other on-campus or off-campus resources, as appropriate.

General Consulting

• • Establish group file server services using CIT's service and maintain access groups.

Research Computing: Cluster and computational support

• Required: If a system is in Baker 248, it must be managed by Chemistry IT.
• Offer this support option even to groups who have otherwise opted-out. In which case:
  
  • Opt-in charges would include a group fee and a computer count of the cluster.
    • There would be no group member fee, or an accounting of any other computers in the group.
• Consider authorizing the grand-fathering in of extra Chemistry IT services to select groups.
• Needs analysis, design, time estimates, recommendations
• Project specification and management
• Opt-in extras:
  
  • Create and maintain research clusters and servers using contemporary operating systems.
    • For clusters, includes deploying specialized cluster-provisioning software
    • Services do not include research application installation, configuration, testing, or de-bugging.
    • Services do not include researcher's script creation, testing, or de-bugging.
• • Work with CIT and other campus computing partners
  .
• Advise on Cornell computing policies.
• Referrals to campus and commercial resources
  • to explore and refine their solutions.
  • Assist with research grant proposal IT requirements
  , budgeting.

Research group web sites

• Consultation services, 30 minutes per issue.
  • Consult regarding group web sites hosting options.

...

• • and associated IT-related budgeting.