Desktop Support (includes Helpdesk function)

End-user support for desktop PCs and Macs, PDAs, printers, and peripherals; coordination of vendor support for printers and peripherals; analysis and problem resolution; hardware and software procurement; hardware installations (moves, adds, changes); software installations (OS upgrades, approved exceptions); computer replacement maintenance (break/fix); monitoring and diagnostics; LAN and network connection troubleshooting; inventory and track software and licenses; call tracking and reporting; orientation for new users and basic training for existing users; standard customer surveys; periodic audits; basic resource utilization reporting; and basic budget planning.

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• Desktop services
• Rates and additional fees

Technical Support

Initialization of new or existing desktops to ISU standard configuration; initialization of accounts and account conversion; analysis and processing of exception software requests; classroom training; and, in general, requests that are deemed as customized desktop support, e.g., new requirements to comply with federal, state, or campus regulations, facilitation of office moves/relocations, Blackberry enterprise mailbox activation assistance, troubleshooting, and other.

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• Desktop Services
• Rates and additional fees

File and Print Hosting

200 MB of free file storage per user; complete data backup to disk and tape; offsite backup storage with Iron Mountain; robust file storage on SAN protected "P drive" for sensitive data; and centralized print queues for Windows systems.

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• Hosting
• Rates and additional fees

E-mail Hosting

100 MB of free email storage per user; two levels of virus protection; Outlook Web Access (OWA) over SSL; SPAM filtration; Secure POP and Secure IMAP; robust system availability through clustering technology; access to campus locator system contact information; intra-organization calendaring with Medical Center and other department staff; and BES connectivity for Blackberry users provides wireless synchronization of email, calendar and contact information.

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• Hosting
• Rates and additional fees

Managed Dedicated Server

150 MB of free data backup; 9 GB OS backup for disaster recovery; offsite backup storage with Iron Mountain; disaster recovery; system security from host based fire walls and centrally managed virus scanning engine; operating System tuning and support includes patch management, system log auditing; and real time system health monitoring. ISU will own administrative rights on all servers, though ad-hoc exceptions will be made to departmental system administrators and vendors as required.

See also:

• Hosting
• Rates and additional fees

Additional Data Storage Additional data storage for departments that have excessive space requirements that exceed standard file (200 MB per user), database (150 MB per user), and/or e-mail (100 MB per user) size limits on average across the entire department. This service allows departments to request storage by the gigabyte. Additional storage includes data backup and offsite storage.

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• Rates and additional fees

Project Management
Operations project management; project estimation; technical resource management and allocation; project budgeting and planning; coordination with campus IT partners; systems analysis and requirements gathering; meeting facilitation; usability testing; problem resolution; and change management.

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• Rates and additional fees

Software Programming and Design

Requirements gathering, technical design, development, testing, debugging, implementation, and maintenance for software applications. Development performed primarily on Microsoft platforms including Access, Visual Interdev, Active Server Pages (ASP), ASP.NET, Visual Basic 6 (VB6), VB.Net, SQL Server 2000, XML, Windows Server, and IIS 5.0.

Development in FileMaker Pro, Cold Fusion, FoxPro, or other non-Microsoft platforms.

See also:

• Software Applications
• Rates and additional fees

Database Development

• Import and export data from various Access, Oracle, Text, Excel, or SQL Server formats and translating and manipulating the data into proprietary database structures.
• Data modeling: determine data elements to capture; construct or modify a database schema to accommodate data relationships and elements; test model.
• SQL development: Code stored procedures, triggers, functions, jobs, and schema of the database. These pieces allow the programmer’s code to communicate with the database and retrieve data correctly for use in the programs. Develop algorithms.
• Application/Data/Database Debugging: resolving bugs and reported errors, which includes going through the application code not just the data, stored procedures, triggers, or the schema.
• Encrypt databases containing confidential data. (Note: In accordance with SB1386 and HIPAA Security regulations, all databases containing ePHI and/or SSN must be encrypted if hosted by ISU.)

Development in Oracle, MySQL, FoxPro, FileMaker Pro, and other non-Microsoft platforms.

See also:

• Software Applications
• Rates and additional fees

Software Application Hosting

Application software hosting and maintenance on dedicated or shared servers. Currently host Visual Basic, ASP, ASP.Net, Cold Fusion, FileMaker Pro, and FoxPro applications. Qualified departmental developers will be given administrative rights to applications.

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• Hosting
• Rates and additional fees

Database Hosting

150 megabytes per database (for additional storage needs, see Additional Storage service). SQL Server and Access database services include database backups; data restores upon request; database capacity management and planning; logging, exception, and audit reporting; system, data, and connectivity troubleshooting; database optimization; operating system and database software upgrades; security and encryption; integration and production data environments. For all other databases, including FileMaker Pro and FoxPro, services include database backups and encryption (FoxPro only). Qualified departmental database developers will be given administrative rights to databases.

Database development environment.

Oracle, Sybase, and MySQL databases.

See also:

• Hosting
• Rates and additional fees

Project Management

Applications and database development project management; project estimation; technical resource management and allocation; project budgeting and planning; coordination with campus IT partners; systems analysis and requirements gathering; meeting facilitation; usability testing; problem resolution; and change management.

See also:

• Rates and additional fees

Website Hosting

150 MB of space; website usage statistics through Web Trends; audio and video streaming; domain name service "yourdepartment.medschool.ucsf.edu"; website indexed and searchable through medschool.ucsf.edu and your own site; and nightly backup of websites.

See also:

• Hosting
• Rates and additional fees

Information Architecture and User Interface Design.

Personas and end-user workflow definition; user research (including usability tests, secondary research, competitive analysis, and user interviews); user interaction interface design for Web and desktop applications; graphics design; functional requirements gathering; website maps and visual representation of site structure; site prototypes; content inventory creation; content and site navigation planning; and website strategy planning.

See also:

• Web Services
• Rates and additional fees

Web Production

HTML template creation including custom templates; Web JavaScript development of user interface elements that require special functionality (i.e. rollover effects, drop down menus etc); Web accessibility development, which is in conformance with nationally recognized accessibility guidelines; Web content provider training on Web templates; Web graphics production; Web flash design and production; and online surveys.

See also:

• Web Services
• Rates and additional fees

Web Worker Help

Tools and assistance to departmental end-users who provide and update content on websites hosted on ISU’s SOM Web server.

See also:

• Web Services
• Rates and additional fees