Technology Support Committee Standards & Support

NOTE: Footnotes detail dates when sections have been updated and/or approved. Link to footnotes

1. Summary

The standards and support levels in this document are developed and maintained by the Technology Support Committee (TSC) and ratified by the IT Oversight Committee. The TSC will regularly review and revise these standards based on emerging hardware technologies, software development, and the needs of the University.

2. Rationale

Hardware and software standards have been established to benefit the University as a whole and are based on the current technology available combined with the current needs of the students, faculty, and staff of UVU. The primary considerations for hardware & software standards are:

  • Improved levels of support
  • Reduced cost of support and service
  • Improved reliability and stability
  • Economies-of-scale relevant to hardware and software procurement
  • Security 

3. Standards

3.1 Hardware

3.1.1 Hardware General 

  •  Area Techs should be consulted before technology purchases in their area.

3.1.2 Desktops and Laptops

  • All computers must be purchased through the Computer Shop. This site lists standard configurations for Windows based and Apple computers.
  • The use of procurement cards or limited purchase checks for the purchase of computers or parts for the purpose of assembling computers is prohibited.
  • All machines must have a solid-state drive (SDD) as their primary hard drive. There is no standard for additional drives.

  •  Laptops are defined as portable devices with at least:
    • Intel i3 / i5 / i7 or/ AMD equivalent
    • 4GB RAM
    • 128GB HDD/SSD
    • Windows 10, OS 10.12 +
    • Eligible for 3 year warranty
    • Devices that meet this criteria will be fully supported. They are also subject to hardware standards and the campus infrastructure fee.

3.1.3 Tablets

  • This class of computers includes devices such as, but not limited to iPads, Galaxy Tabs, Netbooks, etc There is no hardware standard for this class of computer other than the following:

    •  Tablets are defined as mobile or portable devices that do not meet the definition of a laptop in Section 3.1, and are below the following hardware configuration:
      • Intel i3 / i5 / i7

      • 4GB Ram

      •  128GB HDD/SSD

    •    All tablets must be purchased through the Computer Shop. These devices are partially supported and have a limited ability to run campus supported software. Tablets are exempt for the campus infrastructure fee.

3.1.4 Other Computer Hardware

Chromebooks, Thin Clients and other computing devices as defined by the Computer Shop are subject to hardware standards and campus infrastructure fee. These devices are partially supported.

3.1.4.1 Thin Clients

  • Dell Wyse is the new thin client standard.
  • Thin clients may only be purchased by student computing and systems administration (for evaluation purposes).

3.1.5 Printers

  • HP is recommended for personal desktop printers, and small department/office level shared printers.
  • Sharp is recommended for department/office level shared printers, and small departments or offices with very large print loads.
    • Sharps must be purchased through a Les Olson contract.
  •  Sharps can be purchased through Les Olson.  
  •  Wireless printing capability of all printers must be disabled in order to prevent conflicts with the campus wireless network.
  •  Wireless only printers are not supported.
  •  The use of procurement cards or limited purchase checks for the purchase of printers is prohibited.

3.1.6 Peripherals

  •   There are no standards established for monitors, keyboards, mice, imaging equipment, digital & web cams, USB hard drives, USB flash drives, memory cards, etc.
  •  Peripherals must be compatible with existing supported computers.

3.1.7 Special Hardware Use Cases

Special Use Cases are subject to other hardware/software standards and campus infrastructure fee.

  • If a GTX 1080/2080 graphics card is required in a laptop form factor, Dell Alienware models are an approved system.  Use case approval is determined by the Computer Shop. - Approved 3/15/18

3.2 Software & Operating Systems

3.2.1 Software General

3.2.2 Windows

3.2.2.1 Operating System

Windows 10 Enterprise 64 bit is the current campus standard. See the Support section for information on other versions of Windows.

3.2.2.2 Standard Computer Load

  •       Chrome
  •       VLC Player
  •       Office 365
  •       iNotify
  •       Spirion
  •       Citrix Receiver
  •      Bradford
  •      Bitdefender

3.2.2.3 Configuration

Windows Computer Name

The campus standard for the Windows “Computer Name” is as follows:

  •  Inventory number, and optionally up to six more characters of area technician’s choice. (15 total characters)

                             Example 1: L200623A

                             Example 2: L200623A-BA002

                             Example 3: L200623Axxxxxx

  •   If the computer is a lab machine the naming will be the Lab ID followed by the inventory number. (15 total characters)

                            Example: BEHS21-D123456A

Automatic updates are being done through SCCM.  These updates are for security vulnerabilities and often require a reboot of the computers.  Computers will require mandatory rebooting within the week after the update is available and downloaded to the computers.  There will be a warning and an ability to delay it during the first week but not afterwards.

3.2.3 Mac

3.2.3.1 Operating System

The current release version of macOS and two previous iterations is the current campus standard. See the Support section for information on other versions of macOS/OS X.

3.2.3.2 Standard Computer Load

  • Bitdefender
  • Bradford
  •  Office 365
  • Spirion

3.2.3.3 Configuration

Mac Computer Name

The campus standard for the Mac “Computer Name” is as follows:

  •  Inventory number, and optionally up to six more characters of area technicians choice. (15 total characters)

                           Example 1: M200623A

                           Example 2: M200623A-BA002

                           Example 3: M200623Axxxxxx

  •  If the computer is a lab machine the naming will be the Lab ID followed by the machine number. (15 total characters)

                          Example: BEHS21-D123456A

Computers should have a UVUAdmin account so that computers can be serviced by IT support staff. The password for this account will vary by IT support area.  

Guest User account should be disabled in Accounts Preferences.  

 

 

3.3 Security

  •     Bitdefender is required on all UVU owned systems.
  •     Spirion is recommended on all UVU owned systems. Exceptions to Security policy need to be coordinated with the Security Office.  
  •     Duo is required for all UVU employees.
  •     Windows Feature updates (ie. 1803, 1809) will be pushed to all UVU owned systems six months after release.
  •     Windows Security updates are pushed through as they are made available from Microsoft.

3.4 Networking & Wireless 

Definition:  Networking devices - any hub, switch, router, etc., that routes or gives access to a network for other computing devices.

  •  No hardwired or wireless networking devices may be plugged into the UVU network unless it is done by UVU IT Network personnel and follows UVU networking standard or is an approved exception.
  •  Any necessary networking device outside of the standards will be approved and installed by UVU IT Network personnel and marked with a sticker to identify it as an authorized device.
  •  Any networking device found that is not identified as an authorized device will be immediately confiscated by IT personnel.  Personally owned devices will be returned to the owner and UVU purchased devices will be either retained by the IT Network group or installed if approved.
  •  Wireless printers must have their wireless WiFi turned off and installed by a qualified technician.  If wireless is found turned on, it will immediately be turned off and a note left.
  •   Repeat Offenders will lose network privileges that will not be restored until there is a conversation with the employee, the appropriate UVU executive, and the CIO. [03]

3.4.1 Network Access Control (NAC)

All UVU owned computers are required to have the current version of UVU’s approved NAC software installed. The current software is Network Sentry from Bradford Networks.

3.4.1 Network Infrastructure Fee (This is an IPC standard) 

All computers purchased by UVU shall be charged a one time network connectivity fee of $65 per device at the time of purchase.

This fee does not apply to tablets, servers, printers or other devices (as defined by the Computer Shop).

3.5 Servers

  •     Dell only - with a 5 year manufacturer warranty.  HP for parts/repairs only. 
  •     The Infrastructure Planning Committee maintains this standard

 

3.6 Active Directory

Refer to the Active Directory Standards document.

 

3.7 Media Equipment

 Contact Media Services directly for these standards

 

3.8 Computer Labs

  •   All computer labs or high density computer areas need to be approved by the IT Oversight Committee.
  •  Printers used in computer labs must be compatible with the current lab print system.

3.9 Cell Phones & Cellular Devices

  • Use of university funds to purchase cellular phones for personal use is strictly prohibited without prior VP approval. All purchases should be made by first contacting the purchasing department.
  • Cell phones or smartphones are personally owned computing devices. Refer to the support section of this document for more details regarding these devices.

 

4. Support

4.1. Fully Supported

Fully supported defines the highest level of assistance that can be provided by UVU Area Technicians. The level of support for UVU owned hardware and software that meets the technology standards and is less than 4 years old will be supported by the technical support staff.

4.2. Partially Supported

Partially supported defines a level of assistance that varies on the Area Technician’s skill set, workload and the depths or breadths of responsibilities. Technical staff may offer limited support in an advisory capacity, but are under no obligation to support the following:

  •       Hardware that formerly met the technology standards but is now more than 4 years old and less than 6 years old.
  •      Software that is more than 6 years old.
  •       Operating systems other than the standard Windows 10 and current macOS and two previous iterations, these may include:
  •        iOS, Android, Linux, Windows 7/8, XP & Server, Chrome OS
  •       Non-HP printers and administrative Sharp printer features (such as account management).
  •       Printers that are more than 6 years old.   
  •       Wireless connectivity support on personally owned computing devices
  •       UVU owned software and systems support on personally owned computing devices
  •       Personal accounts on cloud based services that provide: file storage and sharing, collaboration tools, social media, etc. These sites include but are not limited to: iCloud, Dropbox, Google apps, Office 365, Facebook, Onedrive.
  •       Software that is free/shareware, personally owned or not previously approved as supportable by the area technician.
  •       Non-native operating systems hosted on supported or unsupported hardware, utilizing software conversion, abstraction, or hypervisor utilities (Apple BootCamp, Parallels, VMWare, Virtualbox, Hyper-V, etc)
  •       Equipment used for research purposes.
  •       Department level systems software and servers.

4.3. Unsupported

Unsupported defines a level of assistance that should not be given by UVU Area Technicians. These include:

  •      Hardware that formerly met the technology standards but is now more than 6 years old.
  •       General technology that is purchased against UVU policy or standards within this document.
  •       Personal owned computing devices and computing devices without a UVU inventory tag.
  •       Printer hardware service and repair. We recommend HP Managed Print Services for printer service and repair. 
  •       Equipment used at personal residences for official or unofficial business (due to legal, liability, connectivity, and other issues).
  •       Equipment owned, operated, or maintained by departments outside of UVU with the exception of those entities that have contractual agreements with UVU.
  •       Equipment or technologies not owned by UVU with the expectation of limited support for wireless connectivity.
  •       Equipment prohibited for use in UVU facilities.
  •       Software applications in violation of legal, licensing, or copyright agreements.
  •       Use of hardware, software, or any other technology in violation of UVU Appropriate Use, Information Security, or other policies.

 

5. Asset Control and Inventory Procedures

5.1. Useful life of equipment

Computers, printers and related devices typically have a useful life of approximately 4 years. After this period the cost in time for area technicians to support and maintain this equipment increases beyond what is reasonable. Therefore, every effort should be made to replace computers that are over 4 years old.

5.2. Redistribution and Transfer of Computer Equipment

5.2.1. Hardware available to be reused on campus after being surplused:

  • Computers: Anything newer than 4 years.
  • Printers: Only HP Printers newer than 4 years.
  • Monitors: Anything newer than 8 years.
  • Tablets: Anything newer than 6 years.

5.2.2. Hardware NOT available to be reused on campus after being surplused:

  • Computers that are more than 4 years old
  • Printers that are not HP are not allowed back on campus.
  • HP Printers older than 4 years old.
  • Monitors over 8 years old.
  • Tablets 6 years or older.
  • Servers are not allowed back on campus.

5.2.3. Surplused Items: 

    Items surplused will have data wiped or destroyed.

5.2.4. Redistribution: 

  • Computers newer than 4 years old will be held at the Computer Shop for redistribution onto campus.
  • Contact the Computer Shop for information on available surplus machines.

5.2.5. Donated Machines: 

5.3. Hardware Purchasing

All computers, printers, and tablets must be ordered through the Computer Shop via Wolverine Marketplace.

5.3.1. System Standards: 

  • Lenovo (Think line), Microsoft (Surface Pro/Book), and Apple are the suppliers of laptop and desktop computers at UVU.
  • All systems are required to have a minimum three-year warranty. Warranty terms, conditions, and coverage varies from vendor to vendor.
  • Warranty standards include onsite services
  • Standard configurations are purchased in volume, saving the institution money, while at the same time providing options that address the computing needs of faculty, staff, and computer labs.
  • Non-standard configurations in the Think line for Lenovo or Apple computers do not need an exception to be purchased.
  • HP and Sharp are the approved suppliers of printers at UVU. Current approved models are on the Computer Shop webpage. 
  • There are no standards established for monitors, keyboards, mice, imaging equipment, digital & web cams, USB hard drives, USB flash drives, memory cards, etc.

5.3.2. System Standards: 

  •     It is understood that occasionally there needs to be exceptions to established standards and will be considered in these situations:
    •  A Lenovo computer in the Idea product line.
    • Based on specific unique educational or business need.
    • Donated or granted equipment.
  • Exceptions will most likely not be considered if based on price, personal preference, or style considerations.
  • Standards exceptions and changes can be granted by completing the Technology Standards Exceptions/Change Form  and obtaining the required approvals.

5.3.3. Fulfillment: 

  • Computers are purchased through the Computer Shop via the Wolverine Marketplace.
  • All items must be reviewed and approved by the index approver and purchasing office.
  • All systems are tagged and inventoried through the Computer Shop. This will include an inventory number that will be tied to the machine’s serial number.
  • Items purchased from the Computer Shop are delivered to the employee’s area technician through the UVU Warehouse.

5.3.4. Warranty Repair Procedures: 

5.4. Inventory Procedure

5.4.1. Inventory Software: 

  • Asset Panda is the IT Asset Management system for the University. All computers and tablets must be purchased through the Computer Shop to ensure proper asset tagging and recording.
  • Asset tags will contain a barcode through which information on the asset can be seen and updated.

5.4.2. Inventory Software Use: 

  • To gain access to Asset Panda, a training is required, which will be provided by the Computer Shop.
  • All Area Technicians are required to update and maintain information about select IT hardware assets via the IT asset management system. (Desktops, Laptops, Tablets and other Computing Devices as needed)
  • The following information is required to be maintained:
    • Current responsible user
    • Surplus date
  •    Suggested information to maintain:
    • UVID
    • Department
    • Building and Room Number
    • Repair information
    • Notes on the machine

5.4.3. Annual IT Asset Audit- Proposed changes for FY 18-19

The IT Asset Audit provides a yearly update about the information of IT systems (Desktops, Laptops, and Tablets) assigned to each department.

  • Each year the Computer Shop will audit the IT systems of each department on campus.
    • Departments will be informed 90 days before the audit begins.
    • Information to be sent out includes:
      • Draft of an email for Dean/ Director to send to employees.
      • Survey for employees to self-report
    •  Information required to complete the audit:
      • The names of current Employees
      • The location of current employees or departments
      • Employee self-reporting
    •  Audit:
      • Physical:
        The audit team will go to each department to physically check the systems employees have/are responsible for.
      • Network:
        Network data will provide information about the location of machines on campus that are connected to the network.
      • Self-Reporting:
        Employees will self-report on the number of machines they have and are responsible for.
    • Information to be sent out upon completion of the audit:
      • Asset List- Including machine and assigned user
      • Warranty Expiration
      • Machines unaccounted for and their potential user and location, if available.
      • Updated list of employees including employees no longer employed.

A summary report will be made available within 30 days of audit completion. Departments will have 30 days from the summary report to make any corrections necessary before the report is finalized.

 

 

6. Relevant Technology Policies

Approved by TSC and recommended for approval from IT Oversight Committee 10/18/18