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Note: Effective December 2006, this policy has been revised. For indiviidual changes, see the redlined version.
Information Technology Services (ITS) provides integrated information technology support for the University of Iowa campus. ITS provides computing facilities; administrative information systems; voice, data, and video communications networks and services; technological resources for teaching and research needs; Instructional Technology Centers (ITCs); and a variety of related services and support.
Information Technology Services is a group of five departments (see VI-3.2 through VI-3.6 below). Each department has its own decision autonomy, budgets, and business plans, which guide its actions and decisions. The Associate Vice President and Chief Information Officer (CIO) provides coordination, capital planning and control, policy approval, and other institutional coordination, intended to support the successful operation of each ITS department.
The CIO also leads the campus IT Professionals, a group of ITS collegiate and administrative IT staff. The group's general purpose is to facilitate discussion, strategies, infrastructure/enterprise solutions, and good communication on information technologies.
Information Technology Advisory Committee (ITAC) is a charter committee appointed by the governing body of the faculty, students, and staff and Faculty Senate, confirmed by the President of the University. The committee's general charter is to advise and recommend on University IT policies, services, and development.
For more information on any of these services, please see http://cio.uiowa.edu or contact Information Technology Services by phone or e-mail (its-information@uiowa.edu).
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3.2 ACADEMIC TECHNOLOGIES.
The Academic Technologies department provides assistance to instructors and researchers who use technology. The group offers a wide range of services and support, as detailed below.
b. Assist instructors in building course-related web sites. Instructional Services is responsible for the University's course management system, ICON (Iowa Courses Online). Working with individual colleges, Instructional Services staff are available to assist instructors in building course web sites, providing consulting and training on ICON and integrating ICON with other information systems on campus (Registrar, Exam Services, Library), as well as specialized collegiate applications.
c. Maintain consulting and media studios with on-site expertise in software applications and hardware. This includes a media lab exclusively for instructor and researcher use. The media lab offers specialized hardware and software for both Macintosh and Windows platforms. Instructional Services also provides help in designing and creating digital media for instruction. Faculty can use the facility on a walk-in basis or receive one-on-one consultation by appointment. Some of the typical things that can be done in the studio include the following:
d. Provide opportunities for faculty to learn about technology and its integration with teaching and research.
In addition to the one-on-one assistance provided through the consulting and media studios, Instructional Services also offers a variety of opportunities for faculty to learn about technology and teaching.
(2) Ad Hoc Workshops. Instructional Services staff are available to provide small-group training geared specifically to a department or group, in any location (office, classroom, or in the consulting and media studios).
(3) Throughout the year, Instructional Services sponsors half-day workshops, demonstrations, and seminars on specialized topics covering the latest tools and methods for teaching with technology.
The Research Services group of Academic Technologies supports researchers in their use of computing technologies in research endeavors. For more information on any of these services, please contact Research Services by phone or e-mail (its-academic@uiowa.edu).
b. Build the local cyber infrastructure. Research Services is working on developing local research computing infrastructures, including the development of computational grids and high performance computing resources. We also have active projects that are planning and exploring the development of other IT infrastructures for research, including data management, visualization, remote instrumentation access, and collaborative tools.
c. Enable investigators to better accomplish their endeavors through the use of information technology. Research Services works to provide whatever is necessary for investigators to be successful in their use of information technology. This can include training, both in one-on-one situations and in workshops organized through the year, providing access to unique hardware, serving as liaisons to key vendors, and organizing user groups. For a given project, Research Services staff are available to provide research assistance, protocol design, model building, software development, and system administration; to answer how-to questions; and to provide consulting/troubleshooting help.
d. Stimulate consideration of new technologies. Research Services is always looking at new technologies (such as collaborative tools and immersive environments) and new research applications of existing technologies such as 3D printer and high performance networking.
e. Work with and complement the efforts of other researcher support groups across campus. Research Services works closely with other research facilities on campus to provide multi-disciplinary support for researchers. We work closely with the DNA Core Facility to support protein/DNA sequence analysis, the Central Microscopy Research Facility to support image analysis and volume rendering, and the Nuclear Magnetic Resonance facility to support molecular modeling.
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The administrative systems supported encompass a diverse set of University functions such as academic and financial student records, library automation, central business office functions, human resources, payroll, and personnel services. Administrative Information Systems major customers include the Office of the Executive Vice President and Provost, Registrar, University Housing, Admissions, Financial Aid, Finance and Operations, Business Office, Accounting Services, Human Resources, Facilities Services, Research, and University Libraries.
The University's administrative systems are hosted on a variety of computing platforms (IBM Enterprise Server, Unix, Linux, and Windows servers) and databases (IMS, DB2, Oracle, MS SQL Server, and MS Access) using many different development environments (PL1 Batch and CICS, PeopleSoft, CGI/Perl, Java, and MS Access). Administrative Information Systems services are supported through strong partnerships with sponsoring customer departments and other ITS departments.
The Administrative Information Systems department is organized into customer-centric and service-oriented work groups. Currently, there are four work groups aligned directly with major customer groups (Office of the Executive Vice President and Provost, Finance and Operations-Finance, Finance and Operations-Business, and Finance and Operations-Human Resources) to provide their specific support needs. The remaining two work groups provide broad services across all the administrative customer base. These work groups are the Web Development and Support Group and the Institutional Data and Data Management Group.
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3.4 CAMPUS SERVICES.
The Campus Services department provides computer-related information, account management, training, computer access, and problem resolution to University students, faculty, and staff. For more information on any of these services, please contact Campus Services. Services include:
b. Help Desk provides frontline support on software applications, operating systems, networking, Internet access, virus software, Hawk ID services, and more. The Help Desk also has a computer demo area and also provides site-licensed software through the Help Desk web site.
c. Faculty/Staff and Parent/Student/Transfer Orientation provides information about computing services offered by ITS to incoming University of Iowa faculty and staff and incoming students and their parents.
d. Instructional Technology Centers (ITCs) provide students campuswide access to University academic computing resources and the Internet and also encourage departments to integrate computing into their academic programs. ITCs offer students access to a wide variety of software titles, computer peripherals, and thesis-grade color and black and white laser printing. ITCs provide assistive technology access to screen magnifiers, Braille embossers, and a variety of assistive software titles.
e. Application Support provides third-tier support and service ownership for a variety of computing services. These services include e-mail, online calendar, web technology, file storage, printer services, online surveys, statistical software support, and many others.
f. Campus Software Program coordinates campus site licenses and volume purchases of software.
The Systems and Platform Administration department provides computing environments that enhance the academic, administrative, teaching, and research functions of the University. SPA also provides comprehensive management or assists with the management of Large Systems, Unix Systems, Windows Services, Enterprise Client Management, Directory and Authentication Services, and Computer Operations at The University of Iowa. The Systems and Platform Administration department is committed to providing secure, reliable, cost-effective services using the most appropriate and efficient technological tools available. The Systems and Platform Administration department is responsible for hardware and software installation, configuration, and maintenance. The department is also responsible for resource management, troubleshooting, and storage services, including backup and security. The Systems and Platform Administration department is organized by server, client, directory, and operations support. For more information on any of these services, please contact the Systems and Platform Administration director.
b. Unix Systems. The Unix Systems work group provides storage service and management of Unix and Linux servers. The Unix group supports the campus computing infrastructure as well as various academic and administrative services at the departmental level. Supported services include campus e-mail, web services, the library online catalog system, VMware, the Red Hat Network Satellite patch and update distribution service, digital asset management, and the PeopleSoft financial and human resource applications. Typical tasks include system installation and configuration, application installation, troubleshooting, backups and restores, and assisting with computer security.
c. Windows Services. The Windows Services work group provides server management and application hosting services to departments. Services include security patching, hardware, software updates, and communications. Supported services include shared campus Active Directory forest domain controllers, campus e-mail/calendaring, web services, file and print, and the course management system. Typical tasks include system installation and configuration, application installation, troubleshooting, backups and restores, and assisting with computer security.
d. Enterprise Client Management. The Enterprise Client Management Services work group provides System Management Server (SMS) tools for delegated administration of departmental machines and Citrix support for web access to applications from Windows, Macintosh, and Linux workstations. SMS for desktop administrators provides: 1) remote control for troubleshooting clients; 2) security patch management; 3) application deployment that allows you to automate installation of specific applications to targeted machines; and 4) asset tracking to monitor both software and hardware inventory.
e. Directory and Authentication Services. The Directory and Authentication Services work group provides Identity and Access Management (IAM) services for the University community. The IAM infrastructure is an integrated system of policies, procedures, business rules, and technologies used to facilitate and control user access to critical online applications and resources while protecting confidential personal and business information from unauthorized users. IAM solutions support user authentication, access rights, service profiles, password strength requirements and changes, and other processes that enable simpler sign-on for campus applications and services.
Major aspects of this IAM infrastructure include: 1) Enterprise Directory Service, 2) Enterprise Authentication (Hawk ID), 3) Active Directory, 4) security and protection of confidential data, 5) web services, 6) service provisioning, 7) tools for administration and self-service , 8) policy, and 9) enablement of campus applications.
f. Computer Operations and Data Center Management. The Computer Operations and Data Center Management work group provides resources for day-to-day operation of the central University of Iowa computing systems including Academic Computing and Administrative Computing. The Operations group is responsible for the scheduling, execution, examination, and dispersal of computer output. This includes doing problem determination, problem tracking, and customer assistance. The group is responsible for monitoring the diverse systems and physical infrastructure of ITS computing and data storage facilities.
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b. Requests for Service. A University Service Requisition form is required for any installation, move, change, removal, or replacement of telephone, data, video, or cable service. For service requests, please forward the requisition form to the Telecommunication and Network Services customer representatives.
c. Infrastructure. Telecommunication and Network Services has ultimate responsibility for all campus communications infrastructure including outside plant copper, fiber, and coaxial cable; in-building copper, fiber, and coaxial cable; communications closet infrastructure, access, and security; microwave, satellite, and other point-to-point communication infrastructure; wireless design, radio-frequency use, and deployment including cellular sites; and all other communications infrastructure. All communications infrastructure installed on campus must be in accordance with current campus standards and be approved and inspected by Telecommunication and Network Services. Unapproved infrastructure may be removed, replaced, or redesigned at the expense of the offending department. For more information please contact Telecommunication and Network Services.
d. Construction Projects, Remodels, and Relocations. When a construction project, remodel, or relocation causes the need for additional communications infrastructure, equipment, or services, the one-time installation and capital costs shall be borne by the project and should be included in the project budget.
e. Outside Vendors. All significant contracts for services provided by outside vendors should be coordinated with the director, Telecommunication and Network Services. These include but are not limited to local and long distance service providers, contractors and consultants, and equipment vendors. Please contact the director, Telecommunication and Network Services, before negotiating with outside vendors. Telecommunication and Network Services is in the best position to coordinate and integrate the proposed products, services, and vendor relationships with existing campus telecommunication services. As with all contracts, compliance with purchasing policies (V-11) is required.
f. Consultation and Training. Telecommunication and Network Services provides consultation, training, and support upon request. Customer Representatives are available to answer questions regarding your existing telephone service, new service offerings available, or help evaluate the best service options for your needs. Please contact them by phone to schedule an on-site visit or training session.
g. Billing. Departments pay monthly for telephone service. The charges include the telephone line, instrument, system features, maintenance, and repair due to normal use of the service. Departments are also charged for data connections, which includes circuit, equipment, and maintenance costs.
Repairs required due to customer misuse or abuse of University-owned equipment or customer-provided equipment, will be billed on a repair time and material basis.
Long distance charges are billed monthly and appear on each department's Transaction Detail Report. Statements showing call detail of long distance calls are mailed to departmental executive officers each month.
Questions regarding any of these billings should be directed to Telecommunication and Network Services.
h. Personal Long Distance Telephone and Cellular Phone Policy. Departments are responsible for determining when an employee needs to have access to telephone service and the type of service required in order to fulfill job responsibilities. (Types of service include: single-line phone, multiple-line phone, calling card, cellular phone, local service only, restricted long distance service, unrestricted long distance service, authorization code required to activate phone service, etc.) All costs related to such services are borne by the department. Examples of related costs may include: acquisition, installation, and ongoing fees related to use of the equipment or services.
Personal phone calls made on University equipment should be kept to a minimum. Long distance personal phone calls are the responsibility of the employee. In the event an employee is abusing this policy, the employee's department is responsible for taking corrective action. If an employee needs to make a personal call which, if dialed direct, would result in a long distance phone charge to the department, he or she should either: 1) call collect; 2) charge the call to their home phone; or, 3) charge the call to a personal calling card. If, due to an emergency or through inadvertence, a personal long distance telephone call is charged to a University account, the caller will be required to reimburse the University by check. An employee may need to reimburse the University for cell phone use on a pro rata basis if personal minutes result in additional charges. Personal misuse of University long distance may result in disciplinary action. The University will conduct periodic reviews of long distance usage to ensure compliance with this policy.
Departments are responsible for retaining documentation indicating employees have reviewed the monthly long distance or cellular telephone charges made from University equipment. This requirement could be addressed by having an employee initial each statement approving the charges as legitimate business expenses. Documentation supporting these charges must be retained by the department for three complete fiscal years.
(See also V-11.23 Cellular Phone Policy.)
i. Restrictions. All University phones are restricted from making operator-assisted calls (9+0), third number calls billed to a University number, or from receiving incoming collect calls. These types of calls are allowed by exception only. If a department needs such an exemption, contact Telecommunication and Network Services for an "Operator-Assisted" call form. Once the form has been completed and approved by an officer of the department, it should be returned to Telecommunication and Network Services. After receipt of the approved request, it takes approximately two to five days for the restriction(s) to be lifted. The department requesting the lifting of the restriction(s) will be liable for all long distance calls charged to that number.
j. Telephone Calling Cards. University telephone calling cards are available for University faculty and staff who are traveling on University business and need to bill long distance calls to their department. Requests for calling cards can be made by sending a completed requisition approved by a departmental officer to Telecommunication and Network Services. Lost or stolen telephone calling cards should be reported as soon as possible. Personal misuse of University calling cards may result in disciplinary action.
k. Directories.
(2) University directory updates for faculty and staff who need to correct their individual listing in the back section of the directory should update the HR Self Service web site.
(3) Copies of the University directory may be obtained by submitting the standard requisition to General Stores. The directory is also available at the University Book Store in the Iowa Memorial Union or at Iowa Book, 8 S. Clinton St.
(4) Local Iowa City telephone directories are delivered by General Stores each year during November and December. Departments may obtain copies of the directory by submitting the standard requisition to General Stores.
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