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

The following policy defines how to get your WEB sites updated in the Division of Student Services. All requests will be processed in the order that they are received.

4.1.0 Primary Point of Contact

All areas will assign a primary contact that the WEB Team will work with to ensure that the site meets the organization's needs. It is through this contact that all department web job requests will be received.

4.2.0 Submitting a Request

All items need to be provided in a digital format (Microsoft Word, Microsoft Publisher, Word Perfect, etc.) on diskette, CD-R, or zip disk and sent to the Internet Systems Manager, Jeremy Merritt, located in Sherman Hall 310, or via email (JT-Merritt@wiu.edu).

2. If the item is a publication, a copy of the publication is also needed to ensure the publication format and quality.

3. For all photos, a copy of the negative, 35mm slide, photo or preferably electronic image is needed.

4. If an electronic version of the publication, photo, etc. is not available, a printed copy may be sent in its place. Doing so will add additional time to the request.

4.3.0 Creative Control

Each office will retain creative control and will be instrumental in determining how the site looks, with the following exceptions:

· Uniformity standards will be implemented throughout the Division. Standards will include (but are not limited to): headers, footers and site navigators.

· Final approval of site content will rest with the Vice President for Student Services or his/her designee.

The WEB Team will provide structural input and ideas about possible interactive features that can be added to the site.

4.4.0 Maintaining the Site

It will be the responsibility of each office to provide the WEB Team with any updates that need to be made.
The WEB Team will review every site for functionality.
The WEB Team will follow the approved quality control guidelines.
The WEB Team will notify offices on a regular basis requesting site reviews. Site reviews will be performed by the office and returned to the WEB Team.
Site review sheets will be mailed to all offices at least once a year.
If the review sheets are not returned within 15 days, the site will be shut down.
The WEB Team will maintain WEB Worksheets and Review sheets on file for one year.
A complete site review by a member of the WEB Team and an appointed member from the office will be performed annually.
The WEB Team will maintain a Jobs Database that will be accessible by all offices within the Division (upon request) to help keep staff informed of the progress on jobs they have requested.

4.5.0 Evaluation of Sites

All sites will be tested by the WEB Team from remote computers using 56k modems.
Sites will also be evaluated by the WEB Team to ensure that they are easy to navigate and viewable using the lowest common denominator.
A representative will meet at least once per school year to review the office's WEB site.

4.6.0 Feedback

Feedback regarding Division of Student Services websites can be sent via email to miss@wiu.edu or to JT-Merritt@wiu.edu.

4.7.0 WEB Review Summary

The goal of the Division of Student Services web site is to provide a virtual Student Services environment to assist students at Western. The web site review process is a way to assist the Division in providing a quality presentation on the web. Web site reviews will be performed each academic year to ensure that your site is up-to-date and any new items are added. In addition to your reviews, a member of the WEB Team will meet with your office annually to assist you in improving your site.

4.8.0 WEB Quality Control

It is the intent of these Quality Control procedures to guarantee a quality WEB presence for the Division of Student Services.

The WEB projects database-tracking number will be posted on the bottom of each WEB page (example: QC223). The QC number will be extended for each additional update (ex. QC173,174). A hard copy of the worksheet and the revisions made will be routed to the individual(s) responsible for editing WEB page materials. The WEB Worksheet will have an editor block that will be completed prior to posting any updates. The worksheets will be filed and retained for one year or until the next review period.

A hidden link to sites under development will be located at www.dev.wiu.edu/ssweb/. This link is only accessible from WIU computers and will be for the online review of pages being updated.

Updates fall into the following categories:

1. Minor updates

Minor updates are updates that are less than a paragraph in length. The most common of these are staff updates, site navigators, or the addition of external links. Minor updates will be posted live and reviewed by the requesting party. A copy of the minor changes will be routed.

2. Major revisions

Major revisions are changes that exceed a paragraph in length and will require the following:

· Edit review by WEB Team member other than the programmer responsible for the revision

· Edit by department/external staff members

· Final edit/approval by the Vice President or his or her designee

3. New sites or pages

New sites or pages will require the following:

· Edit review by WEB Team member other than the programmer responsible for the revision

· Edit by department/external staff members

· Final edit/approval by the Vice President or his or her designee

4. University Publications

Any publication that is created by University Relations and reproduced on the WEB will also undergo review by University Relations. No changes to the content of the original publication will be made. The reproduction will be as close to the original in style as possible on the WEB. A copy of the original publication will be provided along with the WEB Worksheet.

5.0 Network Operations

5.1.0 Network Access

To gain access to the local area network, users must first fill out a Network Access Request form. This form can be found at http://www.student.services.wiu.edu/ess/. The form needs to be completed and signed by your supervisor. Once this is completed, the local area network administrator is notified and the account will be set up. When complete, the network administrator will help the user log onto the system and set their passwords. After this is completed, the user should follow support procedures for any further support needs.

5.2.0 GroupWise Enterprise Scheduling

GroupWise is an enterprise scheduling and calendaring, document management and e-mail system. Any staff member in the division may use this system if they want to. The largest use of this system is calendaring, but with the conversion of the campus email system, the Division of Student Services will utilize the GroupWise mail system. Users may give other users rights to view and/or edit their calendar. For example, this allows staff members in a department to give rights to add appointments by a secretary. The secretary may make appointments for the staff member, set up meetings between all staff members, etc. quickly and easily. Staff members may decline an appointment that has been set if necessary.

5.3.0 Campus Email

To gain access to the campus email system, the supervisor of the user needs to contact a network administrator. This can be done during the initial account setup with the user name, department, and title of the individual. The network administrator will then have the account created and assist the end-user with accessing the system for the first time. After that the user should follow normal support procedures.

6.0 Training

Training is an essential part of effectively using information systems. At the present time, the Student Assistance Center has been providing professional development courses to assist users. It is imperative that we establish a regular training schedule. At the current pace of technology, users are overwhelmed with the change.

6.1.0 Division Training

To address this, the Division has established a training lab in the basement of Seal Hall that provides 10 training stations, printer and scanner. Since its inception, it has been used regularly to train personnel on custom applications. Departments can request specialized training by contacting the Director of Electronic Student Services. We will attempt to develop a program and provide the training when resources permit.

6.2.0 Division Support Personnel Training

In order to maintain a quality support staff that is not only informed but actually trained in current technology issues, the following training needs to be addressed. In conjunction with this, Divisional technical personnel need to be active in professional organizations and conferences that have an effect on higher education or their area of specialization.

· NetWare Training

· Client Server Development

· Operating Environments

· Application Interface Programming

o Visual Basic

o WEB Development

· Conferences

· CUMREC (semi-annually) - http://www.cumrec.com

· COMDEX (semi-annually) - http://www.comdex.com

· EDUCAUSE (annually) - http://www.CAUSE.COM

· WEBDEV (semi-annually)

The intent of these programs is to enhance the use of technology to improve work flow. The training sessions will be held in a classroom environment and offered throughout the year. There will be no charge for the programs, and all materials will be provided. Each area will have the ability to purchase or borrow the texts used in the classes.

7.0 Software Purchase and Auditing Guidelines

Division technical support personnel and Internal Auditing will review all major software purchases in the Division prior to purchase. Exceptions must be requested in writing and reported to technical staff and Internal Auditing. Major software purchases are packages that will reside on a network file server or systems that will contain sensitive information. Sensitive information is student or employee information that contains but is not limited to SSN, Name, Address, Phone Number or Enrollment Status.

The Director of Electronic Student Services must sign off on all hardware and software purchases. All systems in development or implemented will be added to the Division’s systems tracking database. All major software systems will be reviewed and signed off on by the Internal Auditor prior to implementation.

7.1.0 Internal Auditing

Changes in development and implementation were necessary with an increased focus on network systems development statewide. These changes focus on the security and reliability of information systems developed. To guarantee that we are in compliance with State regulations, all systems will be reviewed by Internal Auditing prior to implementation. While this will demand more from the Division’s technical staff, it will assist in improving systems development, security, and documentation. The office of the Internal Auditor is also the primary contact for Year 2000 issues. The following Divisional policy has been established to meet these changes and to define what systems fall under the new guidelines.

7.2.0 Information Systems Purchase and Development Requirements

All major software purchases in the Division will be reviewed by Division support personnel and Internal Auditing prior to purchase. Exceptions must be noted in writing. Major software purchases are packages that will reside on a network file server or systems that will contain sensitive information.

Systems that are developed in-house are required to have internal documentation, programmer’s reference, user’s guides and security guidelines prior to evaluation by Internal Auditing. All systems that are developed in-house will be evaluated by Internal Auditing prior to deployment.

All hardware/software purchases will then be signed by the Director of Electronic Student Services. All major software systems will be reviewed and signed by Internal Auditing prior to implementation.

7.3.0 Systems Security

We have faced many changes in the way technology is being used. With these changes we are also facing a better end-user that has challenged our security measures. We need to improve our ability to secure our data and detect intruders before they access our systems. The following message was implemented by the University to assist in using collected information for prosecution of users that attempt unauthorized access into our systems. Users must acknowledge this message when they log into our network by pressing the enter key.

Systems Security Message

*************************************************************

Computer Usage Warning

*************************************************************

This system is to be used only by authorized personnel, and all others will be prosecuted. Activities on this system are automatically logged and subject to review. All data on this system is the property of Western Illinois University, which reserves the right to intercept, record, read, or disclose it at the sole discretion of authorized personnel. Specifically, system administrators may disclose any information on or about this system to law enforcement or other appropriate individuals. Users should not expect privacy from system review of any data, whether business or personal, even if encrypted or password-protected. WIU abides by the Family Educational Rights and Privacy Act of 1974, and takes precautions to prevent the disclosure of confidential information. Use of this system constitutes consent to these terms.

You are NOT logged in until you press ENTER.

8.0 Office Assessments

Hardware assessments were the primary function of this plan in 1996. This limited the scope of the plan and did not address all Divisional needs. In order to address all issues of the use and implementation of technology in the Division, the scope was expanded. This expansion is how individual units use information technology and what their needs are. A comprehensive summary of information processing by each unit is provided in the current Information Systems Document.

The assessment process is a conceptual and technical process. The first step is the reviews of all hardware that a functional unit has, and then matching this with the type of work performed. This match, with the combination of the minimum machine specifications, is then used to rank the hardware on a scale from 1 to 5. The total evaluated points are then compared to the total possible points giving a percentage ranking for the office. This percentage ranking then allows us to compare across functional units and identify hot spots in the Division.

Contact ESS for details concerning Office Assessments

8.1.0 Planned Replacement Cycle

To maintain a stable level of technology, a planned replacement cycle has been developed. The cycle focuses on a 3-year life cycle for production class machines and a 5-year life cycle for all non-production machines.

The cycle is a goal that can only be reached with offices ordering the hardware that they need when they have the funds. Funding for the entire Division is not available or plausible at this time. To achieve a stable level of technology, both offices and the Vice President’s area will need to work together to maintain end-user hardware.

If the following replacement schedule is followed, we will be able to cycle production machines to non-production areas at a rate that would exceed the 5-year replacement cycle. At this time, the replacement cycle calls for 65 new production machines per year and 41 non-production machines. In addition, funds for server upgrades or replacement are needed. The estimated cost for this current replacement cycle is $121,000.

Contact ESS for details concerning replacement cycles

8.2.0 Student Services Purchase Contracts

All offices in the Division are required to use the University purchase contract to order hardware. If you need assistance, please contact the Director of Electronic Student Services.

The contract was bid-based on a series of requirements, not just a bottom line price. These requirements were weighed to help us find a vendor that has experience providing hardware and a sound reputation. The requirements were as follows.

A) Total bottom line price – 50%

B) Responsibility and capability – 20%

1. References

2. 100,000 systems per year

3. 10 years experience in the PC market

4. ISO Certification

C) Warranty – 15%

1. 5-year warranty

2. On-site parts or hot swap spares

3. Freight charges for replacement parts paid by vendor

D) Uniformity – 10%

E) Parts Availability – 5%

In addition, the purchase contract simplified the process for our units by providing recommended specifications and a wide selection of options. The purchase contracts are evaluated and awarded every quarter.

See current hardware specifications

9.0.0 Information Systems Supported

The following are applications that are in use by departments in the Division and that are supported by Electronic Student Services. All of the applications listed below are fully supported by the Office of Electronic Student Services. While we will provide support for other applications, we are more knowledgeable and capable of supporting the applications listed below.

This listing is a key factor in planning and managing technology. Once a system is developed and deployed, it will require on-going maintenance. It is essential that we focus both on the needs of the Division and our ability to support the applications after they have been deployed.

Contact ESS for detailed listing

9.1.0 Use of External Data

In order to maximize efficiency, we have to utilize external (Main Frame) data. Numerous programs are integrated into our student records systems. These include applications like the campus ID and One Card systems and the residence hall information desks.

10.0 Document Revisions

Date	Section #	Description	Updated by
8/2/02	2.10.1	Updated space restrictions	LSA
10/15/02	2.13.1	Added downloaded applications	LSA
12/5/02	2.14.0	Added music and file sharing systems	LSA