College Computer Hardware Management
Description: This service provides management of University-owned desktop/laptop computers
Eligibility: Faculty and staff are eligible for this service
How to request: Contact the IT Help Center
Initiated: request from faculty, or staff member; computer replacement initiated by the College’s computer replacement cycle process; new computer purchased through ITS
Availability: Normal business hours: 8am – 5pm, Monday through Friday, except for holidays and college closings
Charges: There are no charges for this service. Department may be charged for repairs on devices not on the replacement cycle or under warranty.
Features:
- Design, build, test, implement and maintain computer configuration images
- Maintain accurate information about computers such as status, location, serial number, description, owners, versions, and relationship to other configuration items
- Maintain and manage information about warranties
- Coordinate activities to dispose of assets, including decommissioning and data removal
- Build and maintain standards for naming and labeling configuration and components
- Install, modify or remove hardware and software components on request
- Backup and restore data as required for system installation or reimaging
- Identify, record and configure software applications and drivers
- Provide consulting services and support for release package testing, installation, deployment and operation
- Provide troubleshooting and technical support services for computer hardware, software and networking components
- Manage and maintain definitive hardware inventory of redeploy desktops, laptops and accessories
- Arrange for repair service for computers on the replacement cycle or covered by manufacturer’s warranty
Owner: Kashalett Foster
Pre-requisites:
- Functioning network infrastructure
- Functioning server infrastructure
- College-owned computer used for a program associated with the college
Delivery Channels:
- ITS Help Request
- Consulting support
Service Targets:
- Incident response levels during business hours (M-F 8am-5pm) based upon priority: Urgent – 8 hour response, High – 16 hour response, Medium – 24 hour response, Low – an extended due date defined by the client
- TechQual Survey indicating user satisfaction above minimum expectations
- Installations within 2 weeks of delivery to campus
- Mean time to repair break/fix incidents less than 6 business days
