Software + Hardware

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Our Service Delivery

IST’s service delivery model is centered around remote delivery of services and access to self service resources. Support requests will be responded to through remote access tools that allow support requests to be responded to from anywhere and more expeditiously. 

We will visit onsite only for those requests that cannot be resolved remotely.

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Standard Operating Systems + Software Support

Maintaining and Updating the Standard Software List and Package: IST will assess the clients’ needs and maintain a standard software list that represents the most commonly used in the University. We will monitor the operating system releases from vendors to maintain an up-to-date and secure operating system for University workstations.

Software Packaging and Distribution: We will package commonly used software and make them available for self-serve: these packages can either be ‘pushed’ to client computers or made available for users to install without granting administration access.

Manual installation of non-packaged Software: For less commonly used software or software that doesn’t support packaging, we will install it on the individual user’s computer manually (via remote support). Non-standard software will be installed as exceptions with the approval of an authorized approver of the user's unit. Upgrade and updates to this software will be done upon the user's request.

Upgrades/patches: We will manage the upgrade and updates of the packaged software and operating systems, including the timing and schedule to limit the impacts on a user's work. For standard software and operating systems, the updates can be pushed to the user's computer automatically.

Troubleshooting: We support the standard software and Operating System and will investigate malfunctions, determine the root causes, and fix them for users. We will not support or maintain outdated Operating Systems or non-standard software.

Licenses management: We manages the volume licenses of the Operating System (Windows) and productivity suite (MS Office).

Licensing Models: When purchasing software be sure to pay careful attention to licensing models as these can pose challenges during installation and for use. Some servers have license software requirements in which IST can provide a license manager for assistance. Note that this adds time to the install process, and may come with associated fees. Things to Look Out For:

• Authorization to use - Be sure to read the software’s Terms & Conditions. Some freeware software may have educational versions, but ultimately, cannot be installed on certain machines (i.e. VMs)
• Licensing per seat - Some licensing models on software require one license per seat. For example, if you need software installed in a room with 10 computers, you are required to have 10 licenses.

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OnTheHub Assistance

OnTheHub - Commonly Asked Questions

Update eligibility and access: The client’s role with the University (student, staff, or faculty) determines their accessibility to various software. Clients can select their role when registering for an OnTheHub account.

When clients need to change their role, or when clients need two roles (e.g. student and staff), IST will facilitate these changes.

Some software requires additional authorization after purchasing the license. IST will verify the client’s Relationship to Institution and add the user to the software portal and provide the authorization.

Uploading software and licenses: IST will assess clients’ requests for software and determine what to offer through OnTheHub. We will quote and negotiate pricing with the software vendor, purchase the licenses, and make the software available for purchase through OnTheHub.

Reporting on the purchase and charging clients: Staff and faculty can purchase software through their department's budget by using their departmental speedcode. IST will generate purchase reports and charge the departments.

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Hardware Vendors

The University and IST have established preferred purchasing agreements with particular vendors to provide superior value through competitive pricing, streamlined delivery cycles and efficient processing on a selection of standard configurations. Staff and students are welcome to use these preferred vendors to receive reduced prices on selected products and equipment—for work and home use!

We encourage and strongly recommend using standard devices, and we provide the list of standards for desktops, laptops and associated hardware.

View List of Standard Hardware Equipment

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Printing Vendors