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 GroupsPartial 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

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• most of the listed Chemistry IT services

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• .
  • 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

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.
• Provide network connection to CIT's AccessNet or Chemistry's RedNet for systems not managed by ChemIT.
• 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 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, including computers and printers.
  • By default, have group computers are managed by ChemIT and thus placed on Chemistry's network and have monitoring 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 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

• • • 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
• 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.
• Central collection of shared media for software installations, with a check-in and check-out process.
• Opt-in extras:
  • Configure and help with Cornell's email and calendar services (limit of 30 minutes).
  • If system is For the group computers managed by Chemistry IT, many basic software applications are installed and maintained, such as MS Office and ChemDrawmanage 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 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.

    • 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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