• SDS technicians will install and upgrade software in response to client requests, changes to campus standards, security requirements, or to resolve problems.
  
  
• ITS employs software release processes for testing and validating new versions of software to ensure they are compatible with UCSC business systems and the campus computing environment.
  
  
• Troubleshooting and incident resolution is provided for standard operating systems and applications
  
  
• Support for computer warranty repairs includes equipment pickup, shipping, tracking, and return. Completion of repairs is verified.
  
  
• Non-warranty repair is provided for standard computers for which the extended warranty has expired. Repair by SDS technicians includes replacement of failed memory, hard drives, optical media drives, and power supplies with customer-provided parts.
  
  
• Printing functions of standard networked printers are supported including deployment and configuration of printer settings, registration, and printing from business systems (FIS, PPS, etc.)
  
  
• Installation of driver software for peripherals such as printers, scanners, external storage devices, and input devices as long as the software is provided by the client.
  
  
• When practical, temporary access to the web and web-enabled tools such as CruzMail and CruzTime is provided while a computer is being replaced or repaired. Temporary computer loans are dependent on availability from divisional equipment pools.
  

Computers under Remote Management

A limited number of client computers are equipped with remote management agent software that enables an enhanced level of support. These computers receive the following services in addition to standard desktop support:

• Antivirus and Spyware protection (Windows computers only)
  Automatic updates of antivirus and spyware definition files with remote monitoring and response to failed repairs.
  
  
• Operating System and Application Patching
  ITS applies and validates patches for Windows, Mac OS X, and selected applications on a regular schedule. Critical vulnerabilities are continuously scanned for, detected, and repaired.
  
  
• Computer hardware and software inventory reports are provided on request by Divisional Liaisons and as needed to inform planning activities.
  
  
• Remote control assistance
  Support staff use desktop remote control tools when available to provide assistance and service support.

Resources

• Business Systems Printing
• LANDesk - Computers under Remote Management
• ITS Software Release