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Services and Support Diagram
Support Pyramid
Eller IT services are logically divided into non-infrastructure
and infrastructure support. Non-infrastructure support is typically
the most visible service. Infrastructure support is constant and
often never visible to the customer.
Non-Infrastructure Support
| Administrative |
- University, college, departmental meetings
- Planning meetings
- Grant preparation and assistance
|
| Audio/Visual |
- Scheduling and training
- Problem diagnosis and assistance
- Special group assistance
|
| Computing Labs |
- Special scheduling
- Documentation
- Training
- Instructional curriculum integration meetings
|
| Database Administration |
- PC and workstation access software installation and documentation
|
| Facilities Monitoring |
- Notification
- Requirement assistance with special instructional and
research areas
|
| Network Administration |
- PC and workstation network interface installation and
configuration
- Network address assignments
- Desktop network problem troubleshooting
- Special network software installation
|
System Administration
( Novell / NT / Unix ) |
- Account creation and archival
- Password and access assistance
- Downtime notification
- Mail forward, configuration, distribution lists, and
problem assistance
- Software problem assistance
|
| Training |
- Short courses
- Specialized training
- Newsletters
- Video training
- General and specialized documentation
- Web-based intranet documentation
|
| PC/Workstation/Misc. Hardware |
- Problem diagnosis
- Installation and repair
- On-site printer repair and maintenance
- Specifications and order/acquisition assistance
- Equipment loans
|
| Miscellaneous |
- Printer toner
- Equipment salvage
- Equipment security
- Furniture relocation
- Computer equipment relocation
- Special part orders
|
Infrastructure Support
| Administrative |
- Grant specification, preparation, and implementation
- Personnel meetings, hiring, and performance appraisals
- University-wide technical meetings
- Budget planning and monitoring
- Purchase Dpr creation and monitoring
- Technical planning meetings
- Equipment salvage
- Equipment inventories
- Software license administration
- Support call administration
- Hardware and software maintenance and upgrade contracts
|
| Audio/Visual |
- Equipment specification, acquisition, preparation, and
maintenance
- Special room equipment repair and maintenance (e.g., MH
214 and Berger Auditorium)
- Special classroom specifications, equipment acquisition
implementation and maintenance
|
| Computing Labs |
- Hardware, software, and network installation and maintenance
- Acquisition and maintenance of paper, toner, and supplies
- Lab staffing, scheduling and managing
- Keys, cleaning and non-technical repairs
- Security
|
| Database Administration |
- Specification, grant preparation, installation and maintenance
(Oracle, SQL Server, etc.)
- Database server administration
|
| Facilities Monitoring |
- Power limits and power failures
- Air conditioning and humidity
- Lighting
- Shutdown and closures
- Unexpected problems (e.g., storms)
|
| Network Administration |
- Network specification, acquisition, installation, and
maintenance (cable and equipment)
- Network performance monitoring
- Network problem tracking
- Network capacity planning
- Network address administration
- Domain Name Services
- Network printing configuration
- University-wide network coordination
- Network mail, www, and access problem troubleshooting
- Eller WWW server installation and maintenance
|
System Administration
( Novell / NT / Unix ) |
- Hardware specification, acquisition, installation and
maintenance
- Software specification, acquisition, installation, configuration,
benchmarking, testing, upgrade and problem troubleshooting
- Downtime scheduling
- Performance monitoring
- Capacity planning
- Backup and archival planning and operations
- Loss data recovery
- Disaster planning and recovery
|
| Training |
- Technical user groups
- Technical seminars
- Vendor seminars and meetings
- New technology training
- Special technology training
- Trade publication perusal
- Internet technical discussion groups
- Internal training
- Lab personnel training
|
| PC/Workstation/Misc. Hardware |
- Repair, benchwork, and testing on PCs, printers, monitors,
and network hardware
- Cable and pin-out tasks
|
| Miscellaneous |
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