To submit a work request, please send an e-mail to our Help Desk firstname.lastname@example.org with details of your issue and contact information. You will be automatically entered into our work queue. You may also stop by the office and have our staff complete a work order for you.
BioSci Information Technology Management Policies
Hardware Purchasing Policy
Any technology-oriented equipment intended for purchase and use on the LSU network and lsusecure WiFi network must be approved by BioSci ITM based on security assessment.
Operating System Support Policy
ITM will support the following operating systems: Microsoft Windows Vista and 7, Mac OS X.5 and above, Red Hat Linux 5 and above, and Ubuntu Linux 8 LTS and above. Standard Imaging will apply.
Hardware Upgrade Policy
Any hardware that cannot support the minimum security standards set by the LSU IT Security office will either have to be replaced or taken off of the LSU network.
Security Access Policy
All systems in the department connected to the LSU Network must include administrative access for ITM Professional Staff.
Work Request Policy
Users may put in work requests two different ways:
User may email email@example.com with contact information and a description of the problem (self service)
User may call the ITM Help Desk and an ITM agent will enter a work request for the user. The ITM agent will ask for contact information and a description of the problem and manually enter a phone ticket.
All work done by ITM must be inputted in our service system.
Inventory Agent Policy
All systems in the department connected to the LSU Network must or systems asked to be serviced must have the ITM OCS Inventory Agented installed.
Extended Computer Support Policy (Non LSU or Non Grant purchased IT Equipment)
BioSci ITM offers limited support for the personally purchased IT equipment of faculty and staff of the department. Limited support includes: standard Windows 7 Imaging or OS X imaging with MS Office only (owner will be responsible for configuration and installation of additional software) and limited diagnostics. Additionally, IT work requests that fall into this category will be placed in our lowest priority work queue which means that it may take up to 2 - 4 weeks before completion. For liability reasons, BioSci ITM will no longer troubleshoot or repair the hardware of any personally owned IT equipment or assist in the hardware or software support of personally purchased IT equipment of students and graduate students. For security and liability reasons, BioSci ITM is not responsible for the data migration or data loss of any personally owned IT equipment. It is the owner's responsibility to back up data.
Standard Computer Purchase Policy
BioSci ITM offers several standard PC and Mac desktop and laptop purchasing options plus a few network printing solutions. Purchasing and shipment of these standard items will be our fastest service (1-3 weeks from order to physical deployment). Based on these set configurations, clients may request configuration changes of these standard options (Processor, Memory, and Hard Drive Space), but it will take longer for purchasing. Custom workstation orders (Dell Precision and Mac Pro computers) will require a consultation appointment with the BioSci ITM Staff, and this will also increase the time of purchasing. Custom purchased printers or toner/ink cartridges that are not recommended by BioSci ITM and the product's manufacturer will not be supported. Any purchase $1,000.00 and over will have to go through the LSU Office of Purchasing and will have to be tagged by LSU Office of Property Management before deployment, which will add a delay. BioSci ITM only orders PC's, Laptops, and Macs through LSU Higher Education or Louisiana State Contracts.
End of Hardware Life Cycle Support Policy
All IT hardware purchased through our department office will follow a 5 year life cycle. IT hardware that is below 5 years of age will be fully supported by our ITM office. Any IT hardware that is older than 5 years will be considered to be in end of life cycle and only given limited support (basic troubleshooting or simple repair) with a consultation that will include an upgrade or replacement path for the customer.
End of Software Life Cycle Support Policy
All IT software purchased through our department office or through campus agreements will follow the life cycle of the vendor or LSU Information Technology Services. IT software that falls within the age of vendor support will be fully supported by our ITM office. Any IT software that is beyond the age of vendor support will be considered to be in end of life cycle and only given limited support (basic troubleshooting) with a consultation that will include an upgrade or replacement path for the customer. The ITM office will make no guarantee that older software will be supported or be capable of running on newer hardware or operating systems beyond their original vendor supplied requirements.
LSU Surplus Computer Support PolicyFrom time to time, theITM office accumulates a pool of department surplus computers, monitors, and peripherals that have been re-certified for use by other members of the department. Faculty and staff of the department may make requests via our online work order system for re-certified surplus hardware. Inventory may vary depending on resources available. TheITM office may also acquire LSU surplus computers and Tech Fee donated computers at certain times of the year to meet the need of the department. Any IT hardware acquired outside of theITM office's re-certified surplus computer pool will not be supported. Additionally, any computer considered at the end of hardware life cycle that is replaced by a re-certified computer must be decommissioned, given back to theITM office to be sent to the LSU surplus warehouse, and cannot be reused in the department under any circumstances.
Software Licensing Policy
All LSU or Departmental Purchased software must be reported to BioSci ITM for software licensing and inventorying. ITM will be responsible for providing an audit trail of software purchased and installed.