Table of Contents

See also

• All groups must use certain Chemistry IT services
• Draft Opt-in example from Michael Lenetsky
• 2) Service Offerings for 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 below. Some "required" services apply to all groups, including Opt-out groups.

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 for Dell and Apple systems.
• 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

Desktop and laptop support

• Consultation
  • on what hardware to buy and where
  (limit of 30 minutes)
  • . Includes consideration of best pricing and service, quality, and warranty options
  .
• Process purchasing of Dell or Apple (Mac) desktops and laptops through University Purchasing.
• Warranty service coordination for Dell and Apple systems, including packing and at-cost shipping.
• Consult on backups.
• • .
  • 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
  Provide network connection to CIT's AccessNet or Chemistry's RedNet for systems not managed by ChemIT
  • .
• Opt-in extras:
  • Required:
  • Opt-in groups must support Chemistry IT's maintenance of a complete hardware inventory, including computers and printers.
  • By default, group computers are managed by Chemistry IT. Group may opt-out specific systems, but no change in billingOption to have computers managed by ChemIT and thus placed on Chemistry's network. Services for managed computers include:
    • Installation, troubleshooting, and diagnostics on systems less than 6 years old .Installing and updating contemporary applications on ChemIT-managed computers (see Application Support, below, for details)running contemporary operating systems.
    • Arrange standard back-ups where needed, using CIT's EZ-Backup service.
    • Enable NetID-based log-on user-level accounts.
    • Enable special Admin Provision admin accounts for PI and select, trained group members.
  • Warranty service coordination for almost any hardware, through University Purchasing.
  • Consult and 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

• Software consulting. Software vendor negotiations, purchase of select software (all are used by more than one group), and coordinating campus and other license management.
• Running departmental license servers. Managing off-network license keys for select software.
• Opt-in extras:
  • Configure and help with Cornell's email and calendar services (limit of 30 minutes).
  • Installing contemporary, factory-like Windows or Mac OS on Dell or Mac hardware less than 5 years old (limit of 1 hour).
  • If system is managed by ChemIT, many basic software applications are installed and maintained, such as MS Office and ChemDraw.

Printing support

• • • faculty member and IT Rep.
      • If group distributes their Admin password to additional group members, 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.
• Opt-in extras:
  • For the group computers managed by Chemistry IT, manage Chemistry IT's network firewall settings.

Printing support

• Required: If a network is desired for a printer, Chemistry IT activates nearby network jack for printer.
  • MAC address of printer is required by CIT.
• Buy standard, recommended printers.
• Consultation services, 30 minutes per issue
• Consultation on what hardware to buy and where (limit of 30 minutes).
• Process purchasing of recommended printer.
• Providing network jack for printer to be added to 10-space (MAC address required), if desired.
• Opt-in extras:
  • Option to have printer managed by ChemITChemistry 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.

    • 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.

Network support and IT Security

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.
• Consultation services, 30 minutes per issue.
  
  • Recommend other on-campus or off-campus (commercial) resources, as appropriate
• Manage and coordinate jack network activation with CIT (Chemistry network, AccessNet, and RedNet).
• Coordinate RedRover/ eduroam service deficiencies with CIT
  • .
• Opt-in extras:
  
• For ChemIT-managed computers on Chemistry IT networks:
• • Manage Chemistry's network firewall.
  • 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.)

Research Computing

• • 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 groupsGroup file shares, using CIT's SFS service. For both CIFS (Windows, Macs) and NFS (Linux) services.
• Opt-in extras:
  
• For ChemIT-managed computers on Chemistry IT networks:
  • For "instrument" computers, similar criteria as listed under "Desktop and laptop support".
  • For shared group computers, install and maintain.

Add more categories from source page, "ChemIT Services Overview":

• R:\Chem IT\IT Support\Support Standards

• • 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 to explore and refine their solutions.
  • Assist with research grant proposal IT requirements and associated IT-related budgeting.

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