ResNet services Roles and responsibilities

ResNet services – Roles and responsibilities

Customer: Residents in UCT accommodation managed by SH&RL who have network connectivity from their rooms

Note: ICTS does not support undergraduate students. Provision of support to undergraduates is a faculty responsibility, and this is mostly provided via faculty and departmental student computing microlabs. In the case of residences, the equivalent body responsible for support is Student Housing and Residence Life. Post-graduate residents can contact the IT Helpdesk for application support only (excludes hardware).

ICT services

• Network point in residence room

• Access to:

o the UCT Email system

o licensed national and international online Library services

o academic and administrative material on the UCT website and departmental websites o TURNITIN, the plagiarism detection software licensed for the campus as a whole o online learning environments such as NetG, WebCT, connect2 and Sakai

o site licenced software (Statistica, McAfee anti-virus software) o patches for the Windows operating system

o web browsing for academic purposes

o files on home directory via the NetStorage web interface. This will be introduced towards the end of 2006. Supplier constraints

Constraints are those things that would prevent SH&RL and ICTS from providing a service, over which SH&RL and ICTS have little control. For example, ICTS’ service delivery may occasionally be restricted by the service it in turn receives from vendors such as Telkom and Eskom, despite best efforts to manage our relationship with them.

Prioritisation

ICTS prioritises issues and logged calls on the basis of their impact on University business. For example, a call logged by administrative staff during critical times such as registration, marks processing, etc would get priority over a non-critical call logged by the Dean. Similarly, problems that affect

Cabling and network points - installation

Currently, this is handled as part of the supaTsela project. Post-supaTsela, the following will apply:

• ICTS will install network points by arrangement with SH&RL

• ICTS will not install points on ad-hoc basis, but only batches of at least 20 points in the same location and on the same switch

Post-supaTsela:

• Must request an installation by logging a call with the IT Helpdesk

• Must fund the installation of all new network

infrastructure

• Only one network point will be provided per student • Must provide ducting,

electrical work, secure and well-ventilated spaces to be used as wiring closets

• Location on campus will determine what kind of network infrastructure will be put in place

• Physical state of the building, ducting,

underground sleeves, etc. will affect time taken for cabling

Cabling and network points – problems with individual points

• Troubleshoot and fix • Test with a working flylead • Log call with ICTS and

provide all necessary information

• Provide budget for network infrastructure

• Inform Student Housing of problem

• If the damage is due to vandalism, the cost will be for the account of the student Cabling - flyleads • As each new point is

installed, provide one flylead

• Manage flyleads • Additional flyleads may be

purchased from ICTS by arrangement

• If flylead is lost or damaged, the cost will be for the account of the student • Must use approved UCT

flylead available from SH&RL

Room allocation • Bear network points in mind

when allocating students to rooms

• At the time of application, request a networked room from SH&RL

• Some residences are not networked

• If demand for network points exceeds the number of points installed, student requests will not be accommodated

Cabling and network points – enable

• Enable network points on the basis of logged calls • Inform SH&RL Note: Large volumes of calls will result in longer turnaround times

• Log call with ICTS timeously

• Provide all required information when logging call

• Ensure that PC has been secured

• Inform student when point has been enabled

• Collect fee

• File completed forms

• Must have own PC with network card in working order • If the point is wireless,

student must purchase a wireless network card • Fill out form

• Hand form to Student Housing

• Pay fee Secure operating system on PC • Provide information on how

to secure the PC

• Provide SH&RL with one CD per residence at the beginning of the year • Additional CDs may be

purchased

• Advise students in securing their PC operating system • Manage CDs

• Secure PC operating system • Ensure that PC is configured to receive regular Windows patches.

Virus protection • Provide an antivirus software package for all desktops connected to the UCT network

• For all standard UCT desktops connected to the UCT network, provide automatic updating of virus signatures on a regular basis

• Keep the antivirus section of the ICTS website up to date with current versions of antivirus software, latest signatures and relevant documentation/info • Post relevant warnings

about viruses to the ICTS website

• Provide information about how to install the virus scanner

• Provide desktop support for antivirus software package • Assist students with

installing the antivirus software

• Install the

ICTS-recommended antivirus software (currently McAfee) on any PCs connected to the UCT network

• Ensure that PC is configured to receive regular virus updates

• Do not install unsupported and/or multiple antivirus packages

• Respond to anti-virus messages and attempt to disinfect PC when instructed by antivirus software on the desktop (i.e. do not ignore messages and warnings) • Inform Student Housing

immediately when a PC has been infected by a virus and disinfection was not

successful. Remove infected PC from network

• Read virus warnings and follow relevant instructions posted by ICTS on the ICTS website

IP number provision • Allocate IP numbers • Log call with ICTS • Include all required

information

• Must apply for an IP number by completing form at the beginning of the year

• If purchase a new PC or new network card, must inform SH&RL

Network management and security

• Network design, installation, configuration, troubleshooting and monitoring

• Scheduled maintenance, e.g. upgrading of network equipment

• Customers will be informed about scheduled

maintenance at least 10 working days in advance via icts-announce-l • Remove network access

from insecure devices to protect network (i.e. unplug PCs that are not patched or do not have updated antivirus)

• In the case of a serious infraction, inform SH&RL

• Ensure that all students sign form

• Communicate the importance of network security to students • In the case of a serious

infraction, institute disciplinary proceedings against student(s) concerned

• Must inform SH&RL as soon as possible of any failures, by logging a call with the IT Helpdesk.

• Must not deliberately compromise the security of the network.

• Only one end-user device must be connected to each network point (i.e. one PC or laptop)

• Only valid UCT students may make use of UCT’s network resources

• Only the student who is occupying the room may make use of the point

• Power supply availability • Services provided by:

ƒ Telkom for wide area networks (WAN)

ƒ Network equipment suppliers

Access to:

• licensed national and international online Library services

• academic material on the UCT website and

departmental websites • TURNITIN, the plagiarism

detection software licensed for the campus as a whole • online learning

environments such as NetG, WebCT, connect2 and Sakai

• Traffic management: blocking, optimising, etc. • Provide information about

how to configure the web browser

• Assist students with setting up their PC to access the web

• Must use a browser that can be configured to use a proxy • Must abide by UCT’s

acceptable internet usage policies

• Must restrict usage to academic purposes

• Availability of the web-site being accessed and the internet links connecting UCT to it

• Speed cannot be guaranteed

• Speed as restricted by amount of bandwidth purchased

• Telkom & other external suppliers

Web browsing • Allocate an amount of

bandwidth to student residences from the general pool

• Monitor bandwidth usage by volume

• Remove network access from those who use excessive amounts of bandwidth

• Assist students with setting up their PC to access the web

• Purchase additional bandwidth if required and if budget is available

• Must use a browser that can be configured to use a proxy • Must abide by UCT’s

acceptable internet usage policies

• Must restrict usage to academic purposes

• Availability of the web-site being accessed and the internet links connecting UCT to it

• Speed cannot be guaranteed

• Speed as restricted by amount of bandwidth purchased

• Telkom & other external suppliers

Email • Provide email service

• Provide info about client configuration

• Assist with client configuration

• Configure client • Work within rules

• If forget password, go to the lab administrator for your faculty or residence lab Software access

Note:

ICTS does not provide any software to undergraduate students apart from Statistica and McAfee antivirus. (See Virus protection for information on McAfee)

• Provide the latest licensed version of Statistica on CD • Ensure that copies of

Statistica are kept at the ICTS reception desk • Manage the loan process

for the CD

• Students may borrow the Statistica CD from the ICTS reception desk

Communication roles • ICTS will abide by

procedures outlined in the “Crisis Communication Procedures” document (see

www.icts.uct.ac.za, About ICTS | Policies)

• All ICT notices, including scheduled downtime notices, will be posted to icts-announce-l

• ICTS will maintain the ICTS website and use it to communicate messages to the campus community • Training and

communication will precede all major changes

• Ensure that SH&RL staff are subscribed to icts-announce-l mailing list • Ensure that SH&RL staff

regularly read the ICTS website and are familiar with the policies and procedures in place • Ensure that all crisis

communications are adequately communicated to students in residence

• Student IT representatives must be subscribed to icts-announce-l mailing list • Regularly read the ICTS

website and follow all policies and procedures

• Individual students are welcome to join icts-announce-l but are not obligated to subscribe

Manage ICT service provision • Send representatives to ResNet meetings

• Provide training on request from SH&RL

• Appoint a ResNet administrator • Appoint an ResNet

communication co-ordinator for each residence

• Hold ResNet meetings at least 4 times a year. These must include ICTS, student IT representatives and SH&RL staff responsible for IT

• Hold training workshops for ResNet co-ordinators and IT reps

• Appoint an IT rep for each residence

• Timeously communicate issues and problems to the ResNet Administrator