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Service Catalog

The College of Pharmacy Information Technology Unit (ITU) is committed to high quality customer service and technical support while being a single point of contact to resolve all technological related needs.

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Purpose

College of Pharmacy Information Technology support services are provided through the College of Pharmacy Information Technology Unit. This unit is committed to providing quality customer service and technical solutions in support of the College of Pharmacy’s technology. To ensure the best possible support is provided, the Information Technology Unit provides the College of Pharmacy faculty, staff, and students with this Service Level Agreement (SLA) outlining specific services, priorities, and responsibilities related to the support of technology in the College of Pharmacy.

This document represents an agreement of service between the College of Pharmacy ITU and all College of Pharmacy employees, students and affiliates who use computing resources and technology managed by the ITU.

This service catalogue is subject to modification in response to changes in technology services, staffing availability and support needs.

Customer Service Statement

The College of Pharmacy ITU is committed to providing quality customer service by:

  • Striving to ensure customer satisfaction
  • Responding to requests for support within published time frames
  • Interacting with faculty, staff, students and affiliates in a courteous and respectful manner
  • Requesting feedback for opportunities for improvement
  • Continuously working to improve the quality of service
  • Regularly reviewing and monitoring established performance indicators

Catalogue of Services

The ITU Help Desk provides support to all College of Pharmacy faculty, staff, and students, including:

  • Hardware support for computers, peripherals and network devices. Refer to the Appendix.
  • Faculty Lab hardware and software support
  • Student Computer Lab Hardware support (software supported through Library and ACCC)
  • Distance education classroom support
  • Data Destruction
  • Network and software application security
  • Software support for applications listed in “Software” section
  • Desktop/Laptop consultation and new computer setups
  • Faculty Computer Trade-in (FaCT) computing assistance
  • Scanning services
  • Web infrastructure Support
  • Clients are responsible for day to day updates of content
  • Network storage recommendation
  • Network support (from wall jack to switch)
  • Printer setup/maintenance
  • Remote access (RDP/VPN)
  • Data backup service
  • Limited hardware and software support for non-College of Pharmacy machines
  • Limited software support for open source applications
  • Wireless Wednesday – Set day to assist individuals to configure wireless on laptop and mobile devices
  • ECHO360 capture units (installation, maintenance)
    •  ECHO360 software
    • Ad-hoc recordings set-up (note that core courses are automatically recorded, but electives are at the discretion of the instructor. Instructor must submit a request to IT to schedule elective or ad-hoc recordings
    • Training for Echo360 video editing. Editing is the responsibility of the instructor or their designate.
  • Project management and consultation
  • Security services
  • A/V services
  • Infrastructure services
  • Service desk
  • Managed computing
  • Desktop computing
  • Systems and web services
  • Grant support
  • Technology road mapping
  • Vendor/cloud services management
  • PAC (Policy, Audit and Compliance)
  • Web Services
  • Research Support services

Regular Hours of Operations (RHO)

Chicago Campus

ITU lab services are available during the following hours of operation:

Monday thru Friday 6:00am to 10:00pm
Saturday & Sunday 9:00am to 5:00pm
Winter, Spring, and Summer Breaks 8:30am to 5:00pm

ITU services are available during the following hours of operation:

Monday thru Friday 8:30am to 5:00pm
Saturday & Sunday closed
Winter, Spring, and Summer Breaks 8:30am to 5:00pm

Hours of operation are subject to change. Any modifications to this schedule will be posted outside of the Lab doors. For any issues that arise when the ITU staff is unavailable or if all representatives are busy assisting others, please leave a request for service via voicemail at 6-8736 or (312) 996-8736 or send email to pharmhelp@uic.edu. Request will be processed in the order in which they are received and assigned relative priority. Limited after hours support is also available by e-mailing pharmhelp@uic.edu.

Rockford Campus

The Rockford College of Pharmacy ITU support services are available during the following hours of operation:

Monday thru Friday 8:00am to 5:00pm
Saturday & Sunday closed
Winter, Spring, and Summer Breaks 8:30am to 5:00pm

Hours of operation are subject to change. Any modifications to this schedule will be posted outside of the E115door. For issues that arise when the ITU staff is unavailable or if all representatives are busy assisting others, please leave a request for service via voicemail at extension 5950 or (815) 395-5950 or send email to pharmhelp@uic.edu. Request will be processed in the order in which they are received and assigned relative priority. Limited after hours support is also available by e-mailing pharmhelp@uic.edu.

How to Request Assistance/Service

  • Phone: 
    • Chicago Campus:  On the Chicago campus, call the Helpdesk at extension 6-8736 or (312) 996-8736
    • Rockford Campus:  On the Rockford campus, call the Helpdesk at extension 5950 or (815) 395-5950
  • Voice Mail: Leave a message with contact information on Helpdesk Voice Mail
  • Email: Send a message with a detailed description of the request for service to pharmhelp@uic.edu. E-mails received at pharmhelp@uic.edu automatically generate a Help Desk ticket and are reviewed immediately. Please do not send e-mail requests for technical assistance to individual ITU staff members.
  • Walk-in: 
    • Chicago Campus:Walk up to the Helpdesk located behind the Student Lab in room 180A. A computer specialist will work with you to fill out the computer request form and create a case for your request.
    • Rockford Campus: Walk up to the Helpdesk located in room E115. A Computer Specialist will work with you to fill out the Computer request form and create a case for your request.

Setting Priority Levels for Requests


The College of Pharmacy Helpdesk will make every effort to resolve issues at the time of the service call. This will be our initial method for resolving issues before assigning a priority level. The College of Pharmacy Help Desk staff will log and assign priorities to all request that are not resolved at the time of the call, based on specific definitions. Requests will be handled according to the priority assigned to each case.

The following table describes the priority levels assigned to requests for hardware/software problem resolution with associated response and completion time commitments:

Priority Priority Description Response Time Completion Time
Urgent A problem that affects the College of Pharmacy community or a group of users. Within 1 hour Within 4–8 hours
High A problem with no known workaround that affects a single user Within 4 hours Within 1–2 business days
Medium A generic service request or problem with a known solution. Within 1 business day Within 2–5 business days
Low A service request that does not require immediate attention or involves long range planning. * Within 3 business days 5 or more business days

* Projects that require long range planning will need to be approved through the Project Initiation Process. Once the project has been agreed on and signed off by the client and the ITU, an estimated Date of Completion will be assigned. If at any time a change request is initiated by the client, the project process will be re-evaluated and either start over, or a Phase 2 of the project will be established once Phase 1 has been completed.

Support Categories

* RHO = Regular Hours of Operation, Chicago (8:30am to 5:00pm, Monday through Friday)

† RHO = Regular Hours of Operation, Rockford (8:00am to 5:00pm, Monday through Friday)

Classroom Support

Room Description Supported by COP ITU

Chicago Campus*

134-1  

All equipment permanently installed

134-2

All equipment permanently installed

134-3

All equipment permanently installed

B16

All equipment permanently installed

32

All equipment permanently installed

36

All equipment permanently installed

Rockford Campus 

E230

P1 Walgreens Classroom All equipment permanently installed

E218

P2 Robert M. Dickman Classroom    All equipment permanently installed

E210

P3 Classroom All equipment permanently installed

*† The ITU places the highest priority on supporting classrooms for the purpose of scheduled College of Pharmacy courses and meetings during RHO. The ITU does not currently staff support personnel for sessions scheduled outside of these hours. Faculty, staff and students must be trained on the use of videoconferencing equipment, podium usage and operating procedures prior to first use.

Seminar Room Support

Room Description Supported by COP ITU

Chicago Campus *

111

Seminar Room All equipment permanently installed

231

Seminar Room All equipment permanently installed

Rockford Campus 

E223  

S1 Seminar Room   All equipment permanently installed

E226     

S2 Seminar Room         All equipment permanently installed

* The ITU supports College of Pharmacy usage of seminar rooms for the purpose of scheduled College of Pharmacy courses and meetings during RHO. The ITU does not currently staff support personnel for sessions scheduled outside of these hours, but can help arrange for contracted personnel to support after-hours room use(please ask for current rates). Faculty, staff and students must be trained on the use of videoconferencing, podium usage and operating procedures prior to first use.

 College of Pharmacy ITU staff will train College of Medicine IT staff to support College of Medicine staff, faculty and students in their use of these rooms.

Conference Room Support, Mobile A/V Cart

Room

Description Supported by COP ITU Other

Chicago Campus *

B16

Pharmacy Practice Conference Room All equipment permanently installed

145

Dean’s Conference Room All equipment permanently installed

154

Student Affairs Conference Room All equipment permanently installed

166B

Pharmacy Practice Conference Room All equipment permanently installed

177

Dean’s Conference Room All equipment permanently installed

219

Conference Room All equipment permanently installed

220

Conference Room All equipment permanently installed

260

Pharmacy Administration Conference Room All equipment permanently installed

270

Dean’s Conference Room All equipment permanently installed
331 BPS/Med Chem All equipment permanently installed

Rockford Campus 

A331

Dean’s Conference Room All equipment permanently installed
A343 Conference Room Videoconferencing codec, plasma screen, microphone Overhead projector, computer, audio supported by Medicine IT

E211

Conference Room Videoconferencing codec, plasma screen, microphone Overhead projector, computer, audio supported by Medicine IT

E213

Conference Room

E216

Conference Room
N304 Videoconferencing Mobile Cart All Equipment

The ITU supports College of Pharmacy usage of conference rooms for scheduled College of Pharmacy courses as well as faculty, staff and student organization meetings during RHO.

 The ITU does not currently staff support personnel for sessions scheduled outside of RHO, but can help arrange for contracted personnel to support after-hours room use(please ask for current rates). Faculty, staff and students must be trained on the use of videoconferencing operating procedures prior to first use. College of Pharmacy ITU staff will train College of Medicine IT staff to support College of Medicine staff, faculty and students in their use of videoconferencing in these rooms.

Classroom Lab Support

Room

Description Supported by COP ITU

Chicago Campus

202

Dispensing Lab All equipment permanently installed

245

Compounding Lab      All equipment permanently installed

Rockford Campus

E302     

Compounding Lab All equipment permanently installed

E311

Dispensing Lab All equipment permanently installed

*† The ITU supports Pharmacy labs for scheduled College of Pharmacy courses during RHO.

Computer Lab Support

Room

Description                      Supported by COP ITU  Other

Chicago Campus

172

College of Pharmacy Computer Lab                                             All equipment permanently installed                                              

174

College of Pharmacy Computer Lab                                 All equipment permanently installed

180

College of Pharmacy Faculty Lab                                All equipment permanently installed

Rockford Campus

E100    

College of Pharmacy Faculty Lab  All equipment permanently installed

A100

Deans’ Computer Lab Pharmacy supplied hardware (PC’s) All other PC’s and Mac in A100 supported by Medicine IT. Software supported by Library personnel

The ITU supports all equipment in the College of Pharmacy Student Computer and Faculty Labs. Monday through Friday 6:00am to 10:00pm, Saturday and Sunday 9:00am to 5:00pm.

† The ITU supports all equipment in the College of Pharmacy Faculty Lab. Labs are open for use when the E100 office is open, approximately 7:00am to 5:30pm. Technical support and training are offered by the ITU during RHO.

Faculty/Staff Computer Support

Room

Description Supported by COP ITU Other

Various  

College of Pharmacy Faculty and Staff computers and software All equipment purchased by College of Pharmacy as recommended by the ITU Non-college-owned hardware will be supported by “best-effort” policy

*† Technical support and training are offered by the ITU during RHO.

Lecture Recording Support (ECHO 360)

The ITU supports lecture capture support of classrooms and other meetings using the ACCC ECHO capture system. Currently, this system is capable of capturing sessions that involve a COP-supported classroom/conference room at the Chicago campus. These rooms include:

Chicago Campus

  • 32 Classroom
  • 36 Classroom
  • 111 Seminar Room
  • 134-1 Classroom
  • 134-2 Classroom
  • 134-3 Classroom
  • 231 Seminar Room
  • 270 Conference Room

Rockford Campus

  • E121B Standardized Patient Suites
  • E230 Classroom (P1)
  • E218 Classroom (P2)
  • E210 Classroom (P3)
  • E226 Seminar Room(S1)
  • E223 Seminar Room(S2)

Please note that requests must be submitted a minimum of 72 hours prior to the start of the session using the Videoconference ECHO Capture Request Form.

  • Videoconferencing Consultation, Podium Hardware/Software Support
  • The College of Pharmacy ITU is happy to provide staff, faculty and guest lecturers with videoconferencing and podium technical support and consultation. Please contact the ITU via e-mail at pharmhelp@uic.edu , or at the following numbers/locations for each campus:
  • Chicago Campus: extension 6-8736 or (312) 996-8736 or in person in Room 180A.
  • Rockford Campus: extension 5950 or (815) 395-5950 or in person in Room E115.
  • An appointment will be set at a mutually agreed upon time to review the classroom and podium technology. Please note that all training requests must be received no less than 48 hours prior to the start of a classroom or meeting session

Support Response Times


The following listing provides service response times and work turnaround times given typical workload. Crises affecting large numbers of customers, unexpected ITU personnel absence and other circumstances may impact normal processing of customer service requests. High impact outages such as classroom malfunctions and network outages are assigned highest priority. The ITU is committed to providing you with the most accurate estimate of time necessary to complete your request.

Request type ITU Assigned Priority Estimate of Time to Complete

Classroom Malfunction

Highest 3 minutes - Response time for technician to the classroom8 minutes –Response time from ITU arrival in classroom to restore function, deploy DR alternate or move class to another available room

New computer deployment –standardized computer

Medium 5 business days from receipt of all hardware components, software to be installed and a completed New Computer Setup form

New computer deployment –non-standard computer

Low 10 business days from receipt of all hardware components, software to be installed and a completed New Computer Setup form

New computer deployment –non-standard computer not owned by College of Pharmacy

Lowest Estimate provided at time of request

New Software Install/software reinstall

Medium 4 business days once original software disk(s) or downloaded software is available

Software troubleshoot – E-mail

High 4 business hours – response time to begin initial assessment. Solution times vary based upon issue at cause

Software troubleshoot – Internet Access

High 4 business hours – response time to begin initial assessment. Solution times vary based upon issue at cause

Software troubleshoot - other

High 4 business hours – response time to begin initial assessment. Solution times vary based upon issue at cause

Computer hardware repair

High On average, 2 business day turnaround for most repairs once required parts are available

Computer hardware upgrade

Low On average, 5 business day turnaround for most upgrades once required parts are available

Network Outages

Highest Network outages are assigned the highest priority and often involve one or more outside vendors to resolve. Completion turnaround varies with each situation, and is given all available resources.

Printer/Copier repair

N/A Service provided by outside vendor

Telephones

N/A Please send work order requests to Facilities Maintenance

Faculty & Staff Training

The College of Pharmacy ITU is happy to assist you with training or your use of College-supported hardware, software, videoconference and classroom teaching technologies. The ITU staff regularly hosts IT Open House events spanning several days where IT staff are available to review these technologies. In addition, ITU staff members are available to schedule one-on-one training sessions at mutual convenience to provide hands-on individual support.

The College of Pharmacy ITU requires a minimum of 48 hours advanced notice for training requests. Please see “Customer Responsibilities” section for additional details.

Hardware Standards


The College of Pharmacy ITU provides recommendations for standardized computers and peripherals including printers, scanners, fax machines, all-in-one printers and various other technology

  • The Collegeof Pharmacy ITU provides ongoing support for Microsoft Windows based standardized personal computers and laptops. These standards provide for flexibility in terms of processing power and upgradeability. Members of the ITU are certified by the manufacturers to support these standardized computers and, as such, can provide the fastest possible turnarounds for deployments, repairs, upgrades and replacements.

In addition:

  • Non-standard PC’s and laptops (Windows and Mac based) purchased by the College of Pharmacy will be supported on a “best effort” basis and may require that customers receive direct support from the vendor or a third-party support provider. Please contact ITU for additional information regarding Mac support.
  • Non standard PC’s and laptops (Windows and Mac based) purchased and/or owned personally by staff, faculty and students in the College of Pharmacy will be supported on a “best effort” basis. Customers may be required to obtain support directly from the vendor or a third-party support provider. Additionally, these computers will be assigned priority lower than standardized computers and other computer equipment purchased by the College of Pharmacy.
  • Mobile devices will be supported on a “best effort” basis and may require that customers receive direct support from the vendor or a third-party support provider.

Software Standards

The ITU provides software support at various levels, depending upon many factors unique to each issue encountered. Complex issues will often involve the software manufacturer’s technical support and may require additional payment to the software vendor to resolve.

Below are the definitions of the support levels provided by the College of Pharmacy ITU:

Tier 0

Not currently supported by ITU. The software vendor may still provide some level of support.

Tier 1

New product or minimal support available from ITU. Best supported by software vendor or user group discussions

Tier 2

  • Basic support, including:
    • Application installation
    • Standard configurations
    • Installation of Operating System-specific drivers for supported hardware
    • Resolution of common software bugs
    • Usage of software remains the sole responsibility of the user and/or department

Tier 3

  • Intermediate support, including:
    • Connectivity to external data sources
    • Performance issues
    • Diagnosing root cause of problems, requires end user involvement to apply fix
  • Level 3 – Expert support, including:
    • Full system functionality
    • Will be assigned higher priority in Help Desk queue
    • Involve end user in knowledge handoff
    • Unresolvable issues escalated by ITU to software vendor

Client Application Software


 

Type Software Platform Version(s) Supported Level of Support
E-mail and Calendaring Microsoft Outlook Windows, Mac 2003, 2007, 2010, 2011 (Mac) 3
Eudora Windows No longer supported by ITU 0
UIC Webmail Web Current available version 3
Mac Mail Mac 1
OWA Web 2007, 2010 3
Oracle Calendar Win, Mac, Web V. 10.1.2.4.0.541 or greater 2
Word Processing Microsoft Word Windows Office 2003, 2007, 2010 3
Microsoft Word Mac 2008, 2011 (Mac) 1
Writer OpenOffice Limited support available 0
Spreadsheet Microsoft Excel Windows, Mac Office 2003, 2007, 2010, 2011 (Mac) 3
Calc OpenOffice Limited support available 0
Quattro Pro Windows Limited support available 1
Presentation Microsoft PowerPoint Windows, Mac 2003, 2007, 2010, 2011 (Mac) 3
Turning Point Windows 4.2.3 3
Impress OpenOffice Limited support available 0
Photoshop Windows, Mac CS3 or greater 1
Microsoft Visio Windows Office 2003, 2007, 2010 1
Adobe Flash Prof. Windows CS4 or greater 1
Mac
Productivity Adobe Acrobat Reader Windows, Mac V7.0 or greater 3
Adobe Acrobat Prof. Windows, Mac V7.0 or greater 3
Utilities Symantec Endpoint Protection Windows, Mac V9.0 or greater 3
Videoconferencing Polycom PVX Windows V. 8.0.4 or greater 2
Cisco Jabber Client Windows, Mac 0
GoToMeeting Web Current available version 2
Web Browsing Internet Explorer Windows, Mac V. 7 or greater 3
Mozilla Firefox Windows, Mac Limited support available 1
QuickTime Windows, Mac 1
Safari Mac Limited support available 1
Google Chrome Windows, Mac Limited support available
Java Windows, Mac V. 6 Update 20 or greater 1
Adobe Flash Player Windows, Mac V 10 or greater 1
Database Microsoft Access Windows Office 2003, 2007 2010 (Limited) 3
Microsoft Project Windows Office 2003, 2007, (2010) 1
iTunes Windows, Mac v.7 or greater 1
Base OpenOffice Limited support available 0
Scientific Software Chem Draw 0
Prism
Schroginger
PharSight
Operating System Microsoft Windows XP SP3, Vista Pro, Windows 7 Pro 3
Windows 8 0
Macintosh Mac V. 10.4 or greater 1

Server Application Software

Type Software Platform Version(s) Supported Used for
Operating Systems Windows Server Server 2003
Server 2008
Linux Red Hat
Virtual Server Platforms VMware VSphere 5.1 Virtual System deployment/management
Databases Microsoft RSAT 8.1 Active Directory
MS-SQL
MySql
MS-Access
Faculty Eval Database Provided by UIC CADE
Applications McKesson Server Win 2003 Retail Pharmacy
Four Winds Digital displays
Scantron Student testing grade system
E*Value Cloud-based student portfolio and precepting
CA Service Desk AITS managed central Help Desk platform
Windows RDP Win 7 Remote desktop
Windows Remote Assistance Win 7 End user remote support
iBuy UI Purchasing application
Blackboard IM Instant Messaging
Blackboard Course Information
DWG Autodesk CAD application
Box Sync UI provided Document Storage
Citrix Receiver various Citrix client
TechSmith SnagIt V11
Networking Palo Alto Pharmacy network firewall (Rockford)
Palo Alto Global Protect VPN provisioning
VPN VPN platform managed by College of Medicine IT (Rockford)
Open VPN VPN provisioning software, managed by ACCC
A/V Support Ultra VNC 1.1.9.6 VNC for remote console control
ECHO 360 Server Housed at and managed by ACCC
Web Administration Drupal CMS for website
Digital Measures Cloud solution for faculty biographies, faculty activity reporting (University Shibboleth authenticated)

Customer Responsibilities


Help Desk Requests

  • Provide detailed information regarding service requests.
  • Make every effort to be available to communicate with a Computer Specialist if required. A Computer specialist will close the service request ticket if they have not received any response from the client after three attempts to contact them. This means they will try to contact the customer up to three times by email and/or voice mail over the course of 1-2 weeks.
  • Provide a clean, safe and hospitable work environment for the Computer Specialist while they are in your office or lab.
  • Notify the College of Pharmacy IT Helpdesk in advance of any pre-determined required assistance.
  • Exercise patience by understanding the volume of request the College of Pharmacy IT Helpdesk receives each day and the rational for assessing service priorities.
  • Read and complete the College of Pharmacy ITU Waiver Form for Non-College of Pharmacy Equipment.

Project Requests

  • Provide detailed information regarding project requests including a listing of impacted users, system requirements from vendor (if applicable), expected ITU involvement to support the system and its users, implementation timeline and project due date milestones.
  • Provide a business case for projects costing $25,000 or more.
  • Exercise patience by understanding the current project assignments already scheduled by the College of Pharmacy ITU.

Training Requests

  • Submit requests for podium or classroom training no less than 48 hrs in advance of first use.
  • Schedule training sessions for times when interruptions can be minimized.
  • Communicate to ITU personnel your specific training needs in advance of the session.

Feedback

The College of Pharmacy Information Technology Helpdesk will be proactive in seeking feedback through random follow-up calls or electronic surveys after a service request has been completed College of Pharmacy Faculty/Staff and Students are encouraged to provide feedback regarding the College of Pharmacy IT Helpdesk services at any time by responding to the email surveys and sending emails to pharmhelp@uic.edu. Any negative feedback or complaints will be reviewed by the Helpdesk Manager and Director of Information Technology and appropriate action will be taken. All information received through the surveys or other methods of feedback are kept confidential.

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