The following document is a summary of the Division’s information technology policies and supported operations. It is the intent of this document to provide a clear understanding on how Electronic Student Services will support offices in the Division and the guidelines that we follow. Additionally, the document identifies our office assessment procedures and development activities to include purchase contracts and software development. This is a summary document that is updated regularly. All University and State regulations override any policies or procedures developed in the Division of Student Services.

2.0 Support Operations

It is essential that end-users have the best possible and smoothest running systems. To achieve this, the following support structures were established.

2.1.0 Core Supported Applications

Core applications are applications that are used by all areas of the division. The University and not the individual offices typically hold the licenses to these applications.

Operating Systems

Windows 98 SE, Windows XP and in special cases Windows 2000.

Desktop Management Tools

ZenWorks for Desktop and Servers

Core Database Applications

Oracle 7.5 and SQL Server 2000

Netscape/Internet Explorer

Primary web browsers

Microsoft Office 2000

Main campus word processing system.

GroupWise

Division’s scheduling package that supports enterprise scheduling in the Division.

QWS 3270 secure

Software used to access the mainframe.

Core Mainframe Student Information System

Access for offices that need student master data, prospective student data and housing information.

Student Services Application Launcher

The new common entrance application based on open access modular programming. All applications that are developed in-house are using this new design standard. These applications are only available through the applications launcher.

Custom Applications Support

We support any application that was custom developed by the ESS applications team. Other applications developed by local areas will only be supported if properly documented, written in Visual Basic, and the application has to have been approved by Internal Auditing.

2.2.0 End-user Helpdesk Operations

Please use the following process for:

Creating new user accounts

Hardware problems – Computer, printers, monitors, etc.

Software/Hardware installations

Software problems – Problems with common software applications only like MS-Office, GroupWise, etc. Does not include custom applications like TSS, RecTrac etc. For problems with major systems contact the individual programmer assigned.

Web Support

http://www.student.services.wiu.edu/ess [Electronic Student Services]

Systems available

Network Request form
On-Line Frequently Asked Questions – Specific to Western Illinois University
Helpdesk email request form

On-Line Support

On-line knowledge base located at http://www.student.services.wiu.edu/ess/knowledge/

Resetting Passwords

The Student Assistance Center can unlock accounts and reset passwords.

New user accounts

To request a new user account go to http://www.student.services.wiu.edu/ess/. Complete the form, then send it via campus mail to the appropriate contact person. The account will be created immediately but not activated until the form is received.

Office Assessments – Technology evaluations

Requests for office assessments or technology evaluations should be made directly to the Director of Electronic Student Services. This also includes technology concerns, or if you need any clarifications on policies and procedures used in the Division.

EMAIL

Email – Address the message to #HELP – Please include the WIU# of the workstation that is having problems. This is distributed to all of my staff. We will then enter the request into our new system and it will be addressed as soon as possible.

Phone Calls

Please do not call individual technicians directly. Your problem can be addressed faster by calling the Student Assistance Center at 298-2092. They will enter the problem into the helpdesk software and it will be picked up by one of my staff members. They will need the WIU# of the computer that needs to be worked on.

2.3.0 Division Support Tiers

Tier 1 (ESS Helpdesk – Student Assistance Center)

· Resolves 10% of all problems

· Types of problems handled

1. Application usage

2. Computer usage

3. Basic How To questions

4. Basic troubleshooting

5. Password and intruder lockout reset

· Problem resolution time: 5-7 minutes

· Unresolved problem: Pass to tier 2

Attempt direct contact (phone)

Schedule appointment

· Documentation:

Use on-line call tracking software to handle information gathering and problem resolution documentation.

Tier 2 (Department Desktop Support)

· Resolve 70% of all problems

· Types of problems handled

1. Advanced application usage

2. Hardware configuration issues

3. Software configuration issues

4. Desktop hardware problems

5. Advanced troubleshooting

· Problem resolution time: 15 minutes – 2 hours

· If not able to resolve, then pass to the next level

· Unresolved problem: Pass to tier 3 (Direct contact [phone])

Network support for server, network, vender software problems

Application programmers for in-house applications

· Documentation:

Use on-line call tracking software to handle information gathering and problem resolution documentation.

Tier 3 (Network Engineers / Application Developers)

· Resolve 20% of all problems

· Types of problems handled

Server problems

Network problems

Programming problems

Vender software integration problems

Problems passed from Tier 2

· Problem resolution time: 15 minutes – Resolution

· Unresolved problem: Document problem and efforts to resolve problem

· Documentation:

Use on-line call tracking software to handle information gathering and problem resolution documentation.

2.4.0 End-user Support Applications

Applications support will vary. End-users should submit problem requests via E-mail to #HELP or esshelp@wiu.edu. Provide a clear explanation of the problem. In most cases, the original developer will contact to resolve the problem as quickly as possible.

2.5.0 Data Storage and Local Hard Drives

In accordance with state law, installation of games on state owned hardware is not allowed.

Computer hard drives, including software and data stored on the local hard drive, are considered expendable if needed. All University data should be stored on a network drive (M: USERS or O: GROUPS) or on a floppy disk.

Local Data Storage

End-users are responsible for the security and backup of any materials stored on the local hard drive. If required, a machine will be restored to original configuration and all software installed by the end-user and data on the local hard drive will be lost. We will take every precaution to make sure you do not lose data, but the best way is to make sure all files are stored on the network.

2.6.0 Software Licenses – End-users

End-users are responsible for all software licenses that have been purchased. If requested, the actual license and software will be provided to technical support personnel or internal/external auditors at their request. Electronic Student Services personnel will not install any software that they feel does not have a valid license. Departments are required to keep a list of all software packages and licenses that the area has purchased.

Software Piracy

Software Piracy will be handled as follows:

The illegal software will be removed from the machine and the incident will be reported to the Director of Electronic Student Services
If there is a second occurrence or the software is not removed, the Vice President for Student Services will be notified of the violation.
If there is a third occurrence, the users network account will be disabled and the Office of Internal Auditing will be notified.

2.7.0 Systems Modifications

End-users are not allowed to make configuration changes to the computer operating system. These changes include, but are not limited to, adding password protection to the computers BIOS or changes to the operating systems policy/registry configuration. If these changes are made and the workstation becomes unstable, the end-user is responsible for correcting the damages. If a machine is identified with recurring problems of this nature, systems policies will be developed and deployed to the workstation.

2.8.0 Internet Access

All hardware in the Division will be granted Internet Access. Abuse of this access is defined in the Universities computer use policy. A major concern in the Division is the downloading and installation of programs from the Internet. End-users should make sure that they are downloading reputable software and not viruses, sniffers, or access gateways. If the end-user is not clear on what they are downloading, then they should not download the software. If an abuse of this access is identified, this access can and will be revoked.

2.9.0 Inventory Transfers and Division Float Equipment

Inventory transfers must be completed prior to moving equipment from an area. All equipment that is marked for disposal will be transferred to ESS. Once the equipment has been checked out, it will be turned in for disposal or redistributed.

There are a limited number of float stations available. When a piece of float equipment is needed, the equipment needs to be checked out to the user that is being issued the hardware. It is essential that the hardware be returned to float status as soon as possible.

2.10.1 End-User Account and Space Restrictions

By default the following restrictions apply to all accounts:

Login connections 1
Time restrictions Sunday-Saturday 5:00 AM to midnight
Min password length 6
Passwords will expire every 90 days.
Sys Admin account will expire every 30 days.
Account expirations will be used on all temporary and student accounts.
Network space restrictions 25MB initial max 100 MB.
Email space restrictions

Main mailbox 200MB
Archive mailbox 200MB

Generic accounts will not be created for users. If a generic account is needed, for example a front desk computer that is used by multiple users, the account will be created, then the station (computer) will be restricted on the network. This computer will not be given any advanced system rights, only basic network access.
All student accounts will have an expiration date on them that will be no longer then one school year.

Exceptions to the above restrictions must be requested in writing or via email. In some cases, we have had to extend login connections due to server errors. Once the accounts clearing problem is corrected, we will reduce these accounts to the standard connection limits.

2.11.0 Employee Terminations or End of Services

It is the department’s responsibility to report when an employee leaves their area or the University. This includes student workers. At that time, we will disable the employee’s network account and archive the data on the network. All systems access will be revoked on the termination date.

Systems Administrators

All system admin passwords will be changed upon notification of the pending change. The administrator will have their network administration rights revoked upon notification.

2.12.0 Department Computer Labs

Computer labs in the Division are not fee supported labs. This means that the services and hardware provided are different than the services provided in the campus general computing labs. All costs associated with the operation of computer labs or resource centers in the Division are the individual office’s responsibility. It is also the department’s responsibility to monitor what is happening in the lab.

Polices and procedures

Computer labs in the Division will have the following restrictions placed on them. These apply to labs that have XP installed. All labs will be using XP starting Spring 03 semester.

Computer restrictions

Can open my computer but cannot go to the computer properties or management utilities.
Not allowed to edit, remove, or add a mapped drive.
Can use all drives but can not install applications from any drive other then W:\programs.
Not allowed to change screen appearance, desktop and screen saver, or screen resolution.
Limited control panel access.
Able to save files on C:\mydocuments folder.
Instant messenger will be installed on the lab machines, but a script will removed user information at startup.
Users cannot make changes to the core startup applications installed.
CNRL-ALT-DELETE will not allow access to task manager
Users cannot add new passwords to the system or a screen saver
Shared folders are disabled
Command prompt has been disabled
Restricted Windows help to view only

Contact the Director of Electronic Student Services if you have concerns over the restrictions or operations in your departmental lab.

2.13.1 Downloaded Applications

Applications that have been downloaded from the internet may interfere with other applications on your computer. If we feel that a shareware or free applications is interfering with the main business purpose of the hardware, we will remove it from the machine and test further.

2.14.0 Music and File Sharing

The use of software programs to download copyrighted material is prohibited. Technical support staff will remove these programs and any copyrighted materials found on the hard drive or the user’s network accounts. Incidents of this nature will be reported to the Director, Electronic Student Services for further action.

3.0 Applications Development

Custom applications development is the core of what Electronic Student Services is about. These applications are about integrating technology into the process and improving efficiency. In order to efficiently decide what is needed and how to go about improving current practices using technology, the following guidelines will be used. These are just guidelines and they may not be applicable in all situations.

3.1.0 Needs Analysis

A needs analysis will be performed prior to starting any systems development project. The purpose of this is two-fold. The first is to perform a standard make or buy decision, and the second is to determine the scope of the project. After the needs analysis is completed, a determination will be forwarded to the requestor.

Systems evaluations

Systems evaluations are used when it has already been determined that a purchased system will be the best route to follow. This evaluation can include reviewing multiple systems, contacting references, and checking systems integrity and security. A systems evaluation must be performed prior to sending the system to Internal Auditing for review and final approval.

Requirements Definitions

All systems that are going to be developed in-house will require a requirements definition. This definition is to expedite the development phase by clearly identifying what is required by the end-user and how we will accomplish this. The definition will include project milestones, data structures, and detailed functional diagrams.

After the system is completed, documentation for programmers and end-users will be developed. Once this is completed, access to the system will be provided to Internal Auditing along with documentation for their review and approval.

3.2.0 Project Planning

All major project requests will be reviewed with the Vice President for Student Services and then project priorities will be assigned. Projects will be defined depending on resources needed. Projects that require additional funding will have NEPRS submitted. The projects will be identified in the Strategic Plan for Information Technology with a short summary of intentions.

4.0 Internet Operations

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