State of Wisconsin
Output Management: LAN Print Services
Roles and Responsibilities
Document Revision History
Date Version Creator Notes
02/11/2009 1.0 George Jensen Initial draft
03/10/2009 1.1 George Jensen Add agency administration items 06/16/2009 1.2 George Jensen Add Enhanced Monitoring Service
06/29/2009 1.3 George Jensen Added LPD Services request for mainframe print 07/03/2009 1.4 Tom Runge Edited based on team meeting
07/07/2009 1.5 George Jensen Combined output device types and referenced Windows Server RnR
07/16/2009 1.6 George Jensen Edits 07/20/2009 1.7 Tom Runge Edits 08/17/2009 1.8 Nan Linde Edits 09/14/2009 1.8 Dan Proud Final edit
01/17/2012 1.9 Bob Ross Edits – Basic Presentation Characteristics 01/18/2012 1.9 Bob Ross Edits – Introduction & Content Update 01/19/2012 1.9 Bob Ross, Allan Henn Edits – Content of Services Descriptions 01/26/2012 1.9 Bob Ross, Allan Henn,
Susan Lee
3
Introduction
This document describes the roles and responsibilities as assigned to the DOA Division of Enterprise Technology (DET) Output Management Group. It pertains specifically to LAN-Based Print Management Services to which State of Wisconsin Agencies subscribe. These Services are in place to support Microsoft Windows Print Servers that drive output devices. An output device is generally a Printer of any type, but can also be a Copier, Plotter or Fax.
Because of Microsoft Windows Server security restrictions, an Administrative account is required to perform various print server configuration functions. As a result, these functions cannot be delegated to any entity outside DET.
For Windows server-related responsibilities, see Windows Server Core Administrative Roles
and Responsibilities.
For descriptions of the many services offered by DET to State of Wisconsin Agencies, please see the IT Services Catalog (http://itservices.wisconsin.gov/).
Codes: C = Consulted about the activity
R = Responsible for the activity
Service Category & Responsibility Matrix
Responsibility
Category Responsibility DET Agency
See Notes
1 Print Procure output device hardware R
2 Print Decommission of output device R
3 Print Repair output device hardware R
4 Print Update output device firmware and configuration R
5 Print Update output device drivers C R 1,2,3
6 Print Create Forms or Quick Set definitions C R 1,2,3
7 Print Update output device drivers C R 1,2,3
8 Print Escalate output device hardware issues to
hardware vendor R
9 Print Install output device drivers on server R C 1,2,3
10 Network Configure output device network settings C R 11 Monitoring Install and configure server monitoring software R 12 Monitoring Install and configure disk monitoring software R 13 Monitoring Install and configure server hardware monitoring
software R
14 Monitoring Request user ID to access Web Reporting Tool to
4 Responsibility
Category Responsibility DET Agency
See Notes
15 Print Respond to output device hardware alerts and
notifications R
16 Print Troubleshoot output device driver issues C R 1,2,3
18 Print Escalate output device driver issues to vendor R
19 Print Configure scheduled definition queue tasks C R 1,2,3 20 Print Restart the Microsoft print spooler and TCP/IP
Print Server R C 2,3
21 Print Create Queue/Delete Queue/Rename
Queue/Rename Share name for/of output device R C 1,2,3
22 Print
Create/Modify/Delete output device Port definition once agencies have defined the printer
hostname, and enabled and configured DHCP
R C 1,2,3
23 Directory Services
Maintain and modify initial Agency provided AD Domain Group with print queue administrator privileges
R C
24 Network
For non-DHCP enabled output devices assign/provide static IP address to create port with
C R
25 Print Output device hardware configuration R
26 Print Install the output device and cabling for printer R 27 Print Troubleshooting output device hardware and
software problems including device drivers R 28 Print Manage output device properties and preferences R 29 Print Maintain and support output device microcode R 30 Network Connecting the output device to the network R 31 Print Controlling the flow of print jobs involving the
pause, resume, restart or cancel of the print jobs R 32 Print Troubleshoot and resolve output device driver
application compatibility issues R
33 Print Manage output device queue configuration and
settings R
34 Print
Restricting access to who can print to the actual output device by removing access by all to specific user or group accounts
R
35 Print Modify and maintain output device settings R 36 Print Provide output device driver information R
37 Print Maintain output device driver versions R
38 Print Define supported output devices C R 1,2,3
39 Directory
5 Responsibility
Category Responsibility DET Agency
See Notes
40 Print Set the initial output device security group R C 1,2,3 41 Applications Installation or support for any applications which
work with, communicate with an output device R 42 Print Any other output device functions not specifically
mentioned as DET responsible R
43 Print License costs associated with an output device R 44 Print Customization costs for output device imaging
applications R
45 Print Paper, toner, ink cartridges and other output
device supplies R
46 Print Output device maintenance kits R
47 Help Desk Report problem to Help Desk R
48 Help Desk
Determine whether a problem can be fixed using script during initial call with user reporting the problem
R R 4
49 Help Desk Escalate the problem to the agency’s
second-level support R R 4
50 Help Desk Determine if problem can be fixed using standard
troubleshooting techniques R R 4
51 Help Desk DET ESD escalates the problem to third-level
support (DET OPS Output Management) R C
52 Print Support of non-Windows print services R
53 Print Consulting on print configurations and
architecture of print solutions C R 1,2,3
Notes
Note How is this provided?
1 Agency submits a service request to the DET via the Operations Web site: http://operations.state.wi.us/asx/ServiceRequest/request.asp.
2 Agency-managed print servers are not included. 3
DOC performs this task through a DOC-owned delegated administration tool. DNR performs this task for their Windows 2008 R2 Print Servers.
4 The agency owning the Help Desk service is responsible for these actions. DET owns the Help Desk for DOA/SASI.