TECHNOLOGY EXCHANGE CENTER
Procedures for Obtaining
Support and Assistance from ITEC
(revised July 2008)
The following procedures were developed collaboratively between ITEC
personnel and the Executive Board of the ITEC Advisory Committee.
Although the procedures were developed with primary reference towards
ITEC, it is intended that they could be used in near-facsimile form at
each of the Member sites to establish local support group policy and
Member: A Member is a fee-paying organization and institution that
receives services from ITEC.
Considerations and Requirements
identifies who can request support, service, and assistance from the
Information Technology Exchange Center (ITEC) previously called the Common
SUNY Support Center (CSSC); how assistance can be requested; where a
request for assistance is sent; how a request is recorded, responded to
and reported on; and procedures for off-hour support.
2. How to Contact
The ServiceNow Service Desk
is the preferred method for contacting ITEC. All requests for
ITEC assistance must eventually be, regardless of the manner initiated or
pursued, transferred to ServiceNow.
ServiceNow incidents and requests can be
created and viewed by going to https://suny.service-now.com
In the event that
ServiceNow is not available, please email firstname.lastname@example.org.
Email messages should not be sent to an individual. This way
if an individual is not available the email is still monitored. Please
Section 3 for the Service Desk e-mail address and areas of
ITEC and the Executive
Board realize that certain circumstances may evolve where initiating or
pursuing a request for assistance may become impractical and/or impossible
via ServiceNow or email. Under these conditions, voice contact with ITEC
should be used. When voice contact with ITEC is used, both ITEC and the
Member requesting assistance are obligated to subsequently initiate or
maintain the electronic form and principal context of the voice
If email or voice
contact is used to initiate a request for service, the ServiceNow duplication
of the original request should note initial contact for assistance made by
email or voice communication.
Regardless of the
media used in a request for assistance, make sure the priority (urgency) level (see
section 5) is identified along with the area of problem.
Indicate the priority
level in the Impact field of your ServiceNow incident. The problem should be
elaborated upon in the description field of your incident. Note:
The quality of our service to you depends upon your proper categorization
of the issues. If you need help determining the proper priority (urgency)
section 5 for the definition of each level.
When using email,
indicate the area of the problem and the priority (urgency) level in both the subject
and the body of your message.
When a voice contact is
required, the Member request for assistance should include the primary
phone number (and alternate) and name of the individual to address in the
If the supported
Member has been able to post the call to ServiceNow, the ITEC person would first check there. If the issue can
be solved immediately, the support person would update the ServiceNow incident with the solution (followed immediately with a phone call to the requestor of service if this is an ‘Urgent” issue). If the ITEC support person does
not have access to a terminal, or have a solution available, then the
Member would be contacted directly by phone.
it is important during "off" hours to call ITEC’s main number (716 878
4832) for assistance.
2.A. Support During
Normal Business Hours
ITEC’s normal business
hours are 8:30 a.m. to 4:30 p.m., Monday-Friday. ITEC is generally closed
on most legal holidays (and some snow days in Buffalo). The above
procedures should be followed during normal business hours.
It is expected that
the Member has exhausted the resources of its local support group before
ITEC is called for assistance unless other specific agreements have been
made with the Member.
For Urgent requests
during normal business hours, contact ITEC’s main office and ask for the
appropriate support group. The calling party should ask for "Application
Support and Development," "ITEC Layered Products," or "ITEC Systems and
2.B. Support During
Off Hours: Planned and Emergency Conditions
These support calls
are expected to be from the same persons who would call during normal
business hours (i.e. System Administrators, Systems Managers, License
Managers and Database Administrators).
In addition to the
procedures outlined above, the following points are to be addressed for
“off” hour support.
provide direct ITEC support for planned tasks that require a weekend
and/or evening schedule. For example, upgrading an operating system or a
major product on a Saturday or Sunday. The upgrading of ORACLE from
Version 8 to 9i would be such a task. In these situations the Member would
have notified ITEC beforehand.
In development of the
timeframe to perform these tasks, the Member must contact ITEC to make
arrangements for Support Center personnel to be available. This contact
should include a description of the tasks to be accomplished so that all
prerequisites, such as upgrades to software, of the tasks are met.
The appropriate ITEC
support group (Application Support and Development, Layered Products or
Systems and Networking) would get the following information from the
Member via ServiceNow:
of individual requesting assistance (E.g., DBA)
Primary and secondary phone number
Operating system version
Product version (E.g., ORACLE V 8.1.7)
brief task description
planned time to perform the task
Support from ITEC for the task would then be scheduled based upon
mutual agreement between ITEC and the Member and formalized via ServiceNow.
To provide direct ITEC and/or vendor support for ONLY Urgent calls. See
section 5, "Severity Level of Requests for Assistance," which
describes severity levels.
Hardware located at
located at ITEC
Procedure for calling
ITEC during off-hour emergency conditions:
The Member should collect the following information:
Name of person requesting assistance (E.g., DBA)
Primary and secondary phone numbers
Group to be contacted (E.g., Application Support and Development,
Layered Products, Systems and Networking),
Operating system version
Product information (E.g., ORACLE V 8.1.7)
Severity level (Urgent)
A brief problem description
The Member should provide the appropriate ITEC support account via
ServiceNow (or by email to Services@itec.suny.edu if they can't access ServiceNow) with a detailed
description of the problem.
The Member having an Urgent problem should then contact the ITEC
general office 716-878-ITEC (4832) and follow the “off” hour instructions
in the message.
As with all technologies
there is no way to guarantee a message can get through. E.g., a cell phone
may not be in service if in a large building. Only wait 10-15 minutes
before calling again. If all else fails, call another person and let them
get the right person.
If this problem is new to
the ITEC staff, the appropriate vendor support system (E.g., TARS for
ORACLE) would be notified by the ITEC support person. This would be done
even if the ITEC support person were able to resolve the problem with the
Member. The reason for this would be to determine from the vendor if there
was a preferable method of problem resolution.
3. Whom To Request Assistance From
three support groups that Members can contact through ServiceNow.
Application Support and Development, referred to as academic-type support,will provide
assistance for Microsoft and Lotus Notes applications, ESRI geographic
software, listserv discussion lists, other specialized academic software
and for all programming languages supported by ITEC, with the exception of
COBOL. Email: email@example.com
Layered Products, referred to as administrative support, will provide assistance
for Oracle, Hyperion, RMS, Group1, and COBOL. Email: firstname.lastname@example.org
Systems and Networking, referred to as systems and communications support, will
provide assistance for operating systems installs, system management, and
networks in the following areas: OpenVMS Alpha, LINUX, HP UX, Microsoft
OS, Domino Server (Lotus Notes), Exchange Server, Pathworks
If you are
in doubt as to which ITEC area you should request assistance from, refer
your request to “ITEC Application Support and Development.” They will be
responsible to "route" the request to the appropriate support group.
Can Request Assistance (Member requests)
earlier, each Member of ITEC is expected to establish a local Member
support group. The local support group can be developed along the lines of
the ITEC organizational structure or any other organizational approach
which best meets the needs of a Member. Only local Member support group
designees are authorized to contact ITEC.
time it is not the intention of ITEC and the Executive Board to dictate or
suggest the specific number of individuals composing a local support
group. This approach should allow for maximum flexibility at the Member
site to adjust to individual Member size, diversity and organizational
structure. However, it is expected that the Member ITEC Advisory Committee
representative will use discretion in the number of local individuals
allowed to contact ITEC. Those individuals identified as being a member of
a local support group should be reported to ITEC. It is believed that the
more organized/structured the local support group is, the easier it will
be for a Member to direct, analyze, respond and record local problems and
resolutions. This, in turn, should lead to more effective utilization of
both Member and ITEC resources. It is also expected that when a problem
occurs, the local support group for that product would make sure no one in
the group knows the answer.
Member of ITEC, you have an obligation to have appropriately trained
staff. ITEC will accept requests for assistance only from Members that
have received appropriate training at the SUNY Training Center (Syracuse)
or an approved alternative. (See
5. Severity Level of Requests for Assistance
levels of severity have been established and one of these levels should be
applicable when requesting assistance from ITEC. ITEC will respond to
ServiceNow requests for assistance on a first-in first-out basis within
descending order of severity level, i.e., triage method. The four levels
of severity are:
All systems are operational and no known problem exists. However, we
request assistance in how to do something, where to look for additional
information or, is an approach to a problem solution viable.
Normal - Assistance is needed regarding a known problem. The
function/component is operational; however, assistance is needed.
High - A critical component of a system is not operational.
Urgent - Entire system is not operational.
A Member may request escalation of a previously submitted ServiceNow request.
The first step towards resolution of such a request should be
between the requesting party and ITEC individual handling the original
request. If mutual agreement cannot be achieved, the requestor should
contact his or her ITEC Advisory Committee representative. ITEC personnel
should notify the ITEC CIO. If these parties cannot reach agreement, the
matter becomes an issue for the ITEC Executive Board to resolve, as stated
in the ITEC By-laws.
ITEC is not responsible for maintaining the appropriate
engineering change level for your hardware. This is a Member
6. Responses To and Recording of Requests for Assistance
In general, ITEC will respond to a request for assistance within
one hour during normal business hours. ITEC is required to acknowledge
receipt of a request for assistance within one working day. Response time
is relative to severity level and total requests received by ITEC.
When a request or update is made, an email alert is sent
to the requestor and ITEC support group notifying them that the ticket has
been created or updated. Where appropriate, ITEC will indicate what
reference sources were used in developing the response.
When a response is made through email, the text of the original
request for assistance will be included in an electronic-mail response.
The individual responding will indicate his or her name. If multiple
electronic dialogues are required for a request/response, each dialogue
exchange will be incorporated into the previous message sequence set.
7. Summary of Member Potential Action Items
Establish a local Member support group and its policies and
Notify ITEC of the initial and subsequent members (userids) of
the local support group who can contact ITEC.
Maintain a Member file of requests for assistance and responses
that users have addressed to their local support group.
8. Customer Service
ITEC is performing special services for some Members for an
additional fee. These Members have primary/secondary contacts for these
customer services. When a problem occurs, the Member may contact the
primary/secondary contact or use the procedures described herein. Should
there be any problem, feel free to contact:
Mike Notarius, CIO
Mike Radomski, CTO
Don Erwin, CSM
If you dial the general office number, 716-878-ITEC (4832), the
phone numbers of these individuals should be there.
In addition each Member/program manager (the person responsible
for the service ITEC is providing) may request a list of all staff.