Department Operating Procedures and Guidelines
The following procedures and guidelines apply to work performed by the ITS Network & Security Services Group and to the infrastructure that is maintained by the group.
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Designs |
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Estimates |
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Field Changes |
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Installation of Cabling and Outlets |
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New Buildings and Major Remodels |
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Priority Service |
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Standard Turnaround Time |
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Telecommunications Closets |
Design
Information Technology Services provides assistance in designing and
specifying the requirements for new telecommunications services at
no charge to the customer. Our involvement ensures that the customers
needs are met and that all applicable WSU, State, and National standards
are followed. Assistance is also provided in working with Facilities
Operations to make sure that their work meets both ITS and the Customer's
needs.
Estimates
The Network & Security Services Group Network Designers will work
together with ITS Customer coordinators to provide you with an estimate
for ITS costs and will assist in coordinating with Facilities Operations.
These estimates are valid for 30 days due to the rapid pace at which
equipment costs change.
Field Changes
Minor changes that are requested from the technician while in the field
may be accommodated provided that there is no increase in cost. An individual
with proper signature authority for the budget for the work order must
request any change in writing that increases costs.
Installation of Cabling and Outlets
As required by the Washington State Department of Labor and Industries,
individuals licensed by L&I must perform all telecommunications
work including installation of new cabling and terminations at outlets.
In addition ITS requires that this work be performed
by ITS technicians so that proper records may be kept. Individuals
not working for ITS who hold L&I licenses are not authorized
to terminate cabling in the telecommunications closet or at the wall
outlet.
New Buildings and Major Remodels
Information Technology Services participates in the development of project
plans for new buildings and major remodels to ensure that the communications
infrastructure is designed to meet present and future needs of Information
Technology Services and the building occupants. ITS will work with
the customer(s) on these projects to make sure that all of their requirements
are included in the project plans and supported by the infrastructure.
Priority Service
Requests that consideration be given to inserting this work ahead of
its normal position in the workflow. These requests will be evaluated
by Work Order Management to determine feasibility and scheduling.
If the job is scheduled and worked ahead of its normal flow, billing for the request will include:
. The current published rate for the service being requested, multiplied by a factor of 2 for the service charges only (E.G., upgrade of a phone from an ITE-4 to a 12-SD would be 2 X the current service charge, plus the cost of the instrument.)
The authorized signature authority must approve the additional costs by emailing Work Order Management at workorder@wsu.edu.
If work is performed outside normal work hours, customers must be present to provide necessary access and assistance. The customer must initiate personal contact with Work Order Management to explain details of the request and negotiate a schedule date.
Standard Turnaround Time
The standard turnaround time for work orders is 7 working days from the
receipt subject to the following conditions:
· An individual with signature authority for the budget code being
used must have authorized the request.
· Less than 10 items are requested (e.g. one ethernet activation
would count as one item.)
· Special order parts are not required.
· The job does not require participation from others such as Facilities
Operations, Verizon, or Adelphia Cable Services.
· Work requested during the period from mid August to mid September
may not be completed within 7 days due to the large amount of work orders
received at the beginning of the fall semester.
· Residential requests in the Yakama apartments will be completed
within 24 hours.
Telecommunications Closets
For security reasons access to Telecommunications Closets is restricted
to authorized ITS Employees.