Page History

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• 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>.

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Basic computer support, software, and IT security services

• Buy standard, recommended computers.
• 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, group computers are managed by Chemistry 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 running contemporary operating systems.
    • Arrange standard back-ups where needed, using CIT's EZ-Backup service.
    • Enable NetID-based log-on user-level accounts.
    • Provision admin accounts for 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.

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