UKCPHIT Proceedures

Support Standards and Policies for Desktop Computing

Purpose

The purpose of this document is to provide detail on the currently authorized hardware and software that meets the support criteria of the Division of Information Technology and to outline other policies related to technical support. At a minimum, the support standards are consistent with those of the Medical Center Information Services (MCIS).

Scope

In addition to general technical support policies, this document sets forth the authorized standard computing environment for all employees of the College of Public Health, including those in all departments, administrative units, and research centers.

HARDWARE

All orders for hardware purchases must be placed by the Division of Information Technology.

Standard Hardware

CPHIT supports the following hardware:

• Dell Optiplex (desktop computer)
• Dell Latitude (laptop/portable computer)
• Dell Printers network or desktop (Laser only)
• Lexmark Printers network or desktop*
• HP Printers network or desktop*
• HP IPAQ personal assistant
• Compaq iPAQ personal digital assistant*
• Scanners and other USB devices (Provided they meet or exceed the necessary hardware and software requirements for that device.)
• Smart Phones (Must be purchased with the guidance of CPHIT.)

*Existing Lexmark and HP will continue to be viewed as Standard Hardware and will be supported accordingly. However, only Dell printers will be considered Standard Hardware for new purchases.

*Existing Dell Axim’s will be supported. However, only IPAQ PDAs will be considered Standard Hardware for new purchases.

CPHIT will make every effort to provide timely support for all Standard Hardware.

Non-Standard Hardware

Any hardware other than the items listed in the Standard Hardware section of this document is considered to be non-standard hardware.

CPHIT will provide limited support of non-standard hardware if the following conditions are met:

• The employee/department has filed a justification with CPHIT stating the reason a non-standard hardware is needed and why Standard Hardware will not meet the need of the employee/department.
• The justification for non-standard hardware has been approved by the Director of Information Technology, or his designate. If non-standard hardware is included as a budget line item in a grant application, approval for the non-standard hardware should occur prior to submission of the application.

Limited support of non-standard hardware consists of:

• Obtaining an IP address, provided justification for needing the IP address is submitted to CPHIT and approval for the connection is granted by the Director of Information Technology, or his designate.
• Physically connecting the computer to the UK Network. CPHIT reserves the right to disable the network connection should your machine become a security risk affecting the UK Network.

All other support issues with the non-standard hardware will be handled by the employee/department. The employee/ department may outsource the support of non-standard hardware to a third party vendor. However, the employee/ department is responsible for all cost incurred by outsourcing.

CPHIT is not responsible for assisting with the recovery of any data lost while utilizing non-standard hardware.

CPHIT does not support the Macintosh product line.

SOFTWARE

All orders for software purchases must be placed by the Division of Information Technology.

Standard Software

CPHIT supports the following software:

• Operating Systems:
  • Microsoft Windows 2000
  • Microsoft XP Professional Edition
  • Microsoft Vista Enterprise Edition
• Microsoft Office Software
  • Microsoft Office XP
  • Microsoft Office 2003
  • Microsoft Office 2007
• Microsoft Internet Explorer
• Microsoft Windows Media Player
• McAfee Virus Scan 8.0i and above
• Adobe Acrobat Reader 6.0 and above

Non-standard Software

Any software other than items listed in the Standard Software section of this document is considered to be non- standard software. These applications will be removed by CPHIT if found that they are interfering with Standard applications rendering the machine ineffective to the user for business purposes and/or causing unusually high service issues.

CPHIT does not support the following software:

• Web radio clients, such as Spinner
• Aftermarket Screen Saver programs
• Wallpaper changers, such as Webshots
• Netscape or other third party Internet Browsers
• Download managers, such as Getright or Download Accelerator
• Outlook Express, other third party email clients
• Third party utilities, such as Norton Utilities
• Games
• Any download site which violates U.S. Copyright Law
• “Bonzi Buddy,” “Gator,” or other desktop companion software
• Peer to Peer File Sharing Applications such as KaZaa or Napster

CPHIT does not support these Operating Systems on Desktop Computers:

• Macintosh (any version)
• Linux (any version)
• SUN (any version)
• Unix (any version)
• DOS (any version)
• Windows 98
• Windows 2000
• Windows ME
• Windows XP Home Edition

CPHIT will not support the use of non-standard operating systems using Standard applications. In that situation, CPHIT will reload the desktop computer with an approved operating system and reinstall standard applications if requested, or suggest a vendor capable of providing the necessary service to make the computer operational. CPHIT will not be responsible for the loss of any data which may occur during this process.

Email

CPHIT does not support the U-Connect email system. The University provides exchange accounts to regular full-time and regular part-time faculty and staff only. Due to University policy, students are not eligible for exchange accounts.

Cell Phones and Communications

All requests to order or service cell phones or campus communications must occur through ukcphit@uky.edu.

Personal Computing Systems

CPHIT cannot provide any level of support or coverage for personal computing systems including maintenance, upgrades, or recovery. Such support may be provided by CPH employees on a private consulting basis, provided the arrangements do not interfere with CPH business and with the understanding that the college is not responsible for such support or coverage.

Administrator accounts and rights

To ensure the highest level of security for CPH computers, computer users cannot maintain accounts or administrator rights to the local workstation. Active Directory Logon Logging onto CPH computers utilizes a University ‘AD\’ or ‘MC\’ domain, a username and password entered as: MC\usrn2 and then the password.

Copiers

Departmental copiers are supported by Standard Business Machines (SBM), and their maintenance is not the responsibility of CPHIT. Installation of toner cartridges and contact with SBM for maintenance are the responsibilities of the department or unit.

Media Center

A full service color copier-printer is available in the CPHIT Media Center (CPH 104). High quality products, including brochures and other professionally developed designs, may be produced. Contact ukcphit@uky.edu for information on use.

Also, the CPHIT offers plotter services for faculty, staff, and students to produce high quality display posters for presentations. Posters require a minimum of 48 hours to produce from the time the file is received. Posters should be for CPH business ONLY. Glossy paper must be provided to CPHIT in order for it to be used. The plotter has a physical size restriction of 36” (three feet). Only one copy (on standard non glossy paper) will be printed per individual per project. Additional copies of the same poster will be charged at the rate of $4 per plain paper copy and $8 per glossy copy.

Service Requests

All requests for service of Standard applications must be placed by email at ukcphit@uky.edu . CPHIT employees will respond according to current request load and by priority. Priority will be determined by the level of impact the reported problem/request has on accomplishment of employee responsibilities. When appropriate, CPHIT will provide the user with a projected timeframe that the request can be met. Those users experiencing unacceptable response time should contact Mark Boston at 257-5678 ext. 82241.

Computer Replacement

In general, desktop computers will be replaced every 36-48 Months. Laptop computers will be replaced on a case-by-case basis.

Expected Installation Response Time

CPHIT will make every effort to resolve issues in the most time efficient way possible; the following are the turnaround expectations regarding installation service:

• New Workstations – 10 to 15 business days (contingent upon delivery)
• Hardware – 15 business days
• Primary Software – 5 to 7 business days
• Elective Software – 15 to 20 business days

Wireless

The College of Public Health provides full wireless coverage throughout the Washington Ave. Facility. For full access, a UK Email address is needed.

Classroom Support

CPHIT will provide support for the Desktops/Laptops, projectors, conference phones, and televisions in each classroom. CPHIT requires at least 1 day advance notice on all classroom requests. Requests must be sent to ukcphit@uky.edu.

Instructional Technology

Issues pertaining to Instructional Technology should be directed to the university TASC center at http://www.uky.edu/TASC/  or by phone: 257-TASC (8272).

Instructional Technology includes but is not limited to: Blackboard 7, All Microsoft Office applications, and various other Desktop Publishing applications.

The College’s Media Center can be used for many of the printing functions related to Instructional Technology projects.

CPH room 207 is the college’s smart classroom used for instructional purposes. This is not a public room or computer lab for students. For information regarding reservation of this room, please contact ukcphit@uky.edu. 

Equipment Loans

CPHIT has two projectors and laptops that can be reserved for short term loans. They will be scheduled on a first come first served basis and will require a request to ukcphit@uky.edu, proposed pickup and return dates, the place and purpose for which the equipment will be used, and the individual who will be responsible for the equipment, complete with contact information. CPHIT will confirm availability prior to reservation.

Website

The College of Public Health Website is continually growing. The goal is to have an aesthetically pleasing and exceptionally informative site. Participation by everyone in the College is needed. Please submit all recommended content to ukcphit@uky.edu.

Emergencies

Our service commitments may result in the CPHIT office being locked or unattended at times. If you have an emergency that requires immediate assistance, please call 230-9026 or 317-0700. -Thank you.

A Final Note

A primary objective of the College of Public Health’s Division of Information Technology is to be in the forefront in meeting the College’s technology needs. The elements in this Standards and Policies guide will enable CPHIT to meet the College’s needs in a timely and effective manner. Adherence to the Standards and Polices in this guide will ensure a more productive work environment.

Please don’t forget that when service or answers are needed, contact the Division of Informational Technology by emailing ukcphit@uky.edu .