CLA IT Service Catalog

The purpose of the CLA IT Service Catalog is to provide a detailed explanation of the IT services and resources offered by the CLA IT Service Desk and ITaP. Each service has a description, who can use the service, and whom to contact for help with that particular service.

Catalog Index

Account Creation

Hardware Purchasing

Active Directory Provision

Mobile Device Support

Advisor Online Appointment Calendaring System

Network File Storage

Anti-virus Software

Printing Services

Asset Management

SCCM & Casper Computer Configuration

Authorization, Authentication

Server Administration

Computer Hardware Troubleshooting and Repair

Sharepoint Setup

Computer Software Troubleshooting

Software Purchasing

Digital Signage

Telephone Service

Exchange Email/Calendaring Setup

Video Conferencing Services

Firewall Provisioning

Web Site Hosting

Footprints Service Desk Ticketing System

Wired Networking

Group Policy Management

Wireless Network Configuration

Account Creation

Description: All users at Purdue University must have a Career account to log into our network computers and use university resources.

Other accounts

  • Exchange Email – account needed to use ITaP central emailing service with Outlook

  • Guest Account – account needed by visiting scholars and temporary hires to use our network and resources

Eligibility: Anyone employed by Purdue University must have a Career account. Anyone employed by Purdue University is eligible for an Exchange email account. Guest accounts should follow the information in the CLA IT Service Level Guidelines.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • We can consult with hiring supervisors to create accounts

  • Provide account troubleshooting

  • Account unlocking

  • Password resets

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Active Directory Provision

Description: This is Microsoft’s directory service that offers a centralized, standardized system that automates network management of user data, security and distributed resources. It is hosted by ITaP but CLA IT uses it to add computers to the ONEPURDUE domain, create permissions, organize computers and users, and manage group policy.

Eligibility: This is for CLA IT only.

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Boiler Connect: Advisor Online Appointment Calendaring System

Description: The Online Appointment Management System was created to allow outside users to schedule appointments on enrolled users’ calendars. CLA uses this system for its Advisors to allow students to schedule appointments online.

Eligibility: This is currently only available to Advisors in the College of Liberal Arts.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Central IT provides account creation, setup, and troubleshooting.

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Anti-virus Software

Description: CLA IT installs McAfee Enterprise anti-virus software on all computers in the College of Liberal Arts. These installations are managed by ITaP’s McAfee e-Policy Orchestrator system. e-Policy Orchestrator is a centralized management and reporting service for McAfee products and installations. The anti-virus software has a policy that scans your entire computer on a regular basis to remove malicious programs and threats.

Eligibility: All Purdue University owned equipment should have McAfee VirusScan anti-virus software installed on it. Only CLA IT and ITaP can manage the configuration of the software.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • We can install the anti-virus software on your machine

  • We can troubleshoot issues that the anti-virus is causing

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Asset Management

Description: CLA IT manages the College of Liberal Arts computing assets (desktops and laptops) with Numara Asset Core. This product is a lifecycle management system integrated with the Numara FootPrints ticketing system that allows us to see detailed information about each computer owned by the College of Liberal Arts.

Eligibility: This is only available to CLA IT staff. However we can develop hardware and software inventory reports for individuals and departments within the College of Liberal Arts.

To Request Service: Email ithelp@purdue.edu

  • We can create detailed hardware and software inventory reports

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Authorization, Authentication

Description: We interface with ITaP’s Identity and Access Management Office (IAMO) who provide authentication and authorization services via the Purdue Career account for Purdue students, faculty, staff and other Purdue affiliates. This service allows us to give users specific permissions and security for resources such as data storage, web sites, Sharepoint, and other services.

Eligibility: This system is used only by CLA IT for security and access management.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • We can create, edit, and modify permission on storage folders

  • Give access to shares services like Sharepoint and web sites 

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Computer Hardware Troubleshooting and Repair

Description: CLA IT is highly trained at diagnosing computer hardware (laptops, desktops) related problems. We fully support Purdue University owned machines under warranty by the manufacturer. In the event that a piece of hardware is out of warranty a “best effort” attempt will be made to remedy the problem.

Eligibility: Any piece of Purdue University owned hardware under warranty.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • We can replace broken computer components such as RAM, processors, harddrives, CD drives, power supplies, etc

  • We will work with vendor support to troubleshoot unresolved issues

  • We can ship hardware to the vendor that is in need of repair that we cannot do ourselves

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Computer Software Troubleshooting

Description: CLA IT supports the installation and operational functionality of the software in our Supported Software Catalog. CLA IT does not provide training or in-software support. For training you can contact ITaP’s training information here: “http://www.itap.purdue.edu/training/”. CLA IT will troubleshoot software that is not functioning correctly but cannot help with tasks the software is designed to do.

Eligibility: All customers using CLA IT software from the Supported Software Catalog.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Software installation

  • Software operational troubleshooting (not training type support)

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Digital Signage

Description: CLA IT can help customers interfaces with the SMARTcomputing Four Winds program that provides central Digital Signage. The system is built on Four Winds software that promotes a managed, enterprise solution for sharing and distributing content across campus.

Eligibility: All CLA Departments

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Four Winds software setup and installation

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Exchange Email/Calendaring Setup

Description: ITaP supports a campus-wide Exchange server that users with Exchange accounts can use for email and calendaring. Exchange Account holders access their email and calendar information via Microsoft Outlook. Outlook Web App (OWA) – http://owa.purdue.edu - has also been provided to allow you to read and respond to your email via the web. CLA IT supports the creation of Exchange accounts, Outlook software installation and setup, calendar creation, group email accounts, email troubleshooting and mobile email support.

Eligibility: Anyone that is an employee of Purdue University can request an Exchange account.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Exchange account creation

  • Outlook software setup

  • Email account troubleshooting

  • Group Email accounts

  • Calendars

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Firewall Provisioning

Description: CLA IT maintains a perimeter firewall infrastructure at the border of all of our wired networked subnets. The firewalls block traffic from outside of our network and allow network traffic from the inside to flow freely. Rules are put in place to manage exceptions needed to talk between our subnets and outside services or user connections. We only allow customer connections into our network from the outside (eg home office, wifi café) if users are connected to the Purdue VPN service: “https://webvpn.purdue.edu/”. This is an encrypted traffic service that is authenticated with your Purdue Career account.

Eligibility: All Purdue University owned desktops and laptops connected to the wired network in CLA buildings are protected behind these firewalls.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Set up Remote Desktop to your desktop

  • Add exception to firewall rules for specific application or communication with outside networks

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Footprints Service Desk Ticketing System

Description: FootPrints is the main Purdue incident and request logging service that is used by several departments across the West Lafayette campus. The Footprints system is where all issues and requests sent to ithelp@purdue.edu are managed. This system allows us to document, prioritize, and communicate with customers about issues and requests.

Eligibility: All CLA users should email ithelp@purdue.edu to request service or report issues.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Hardware troubleshooting

  • Software troubleshooting

  • Storage requests (permissions, folder creation)

  • Purchasing requests

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Group Policy Management

Description: Group Policy in part controls what users can and cannot do on a computer system. CLA IT uses Group Policy to set up uniform security policies, map network drives, and other various computer and user configuration settings.

Eligibility: All CLA Purdue University owned equipment is managed by the ITaP Group Policy management system with CLA specific policies applied.

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Hardware Purchasing

Description: Computer hardware purchasing requests (desktops, laptops, projectors, printers etc) are to be sent to ithelp@purdue.edu for consultation and quote first. All IT related purchases must be approved by CLA IT. We will be notified by the business office to verify any purchase that does not come directly from CLA IT. We can work with you to meet your computing needs and find the best price available through Purdue University approved vendors.

Eligibility: All Purdue University owned computing hardware purchases are to be consulted with CLA IT.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • New desktop computer purchase

  • New laptop purchase

  • New tablet purchase

  • New printer purchase

  • New projector purchase

  • New peripheral purchase (mouse, keyboard)

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Mobile Device Support

Description: CLA IT can provide support for mobile devices including tablets and smart phones. We provide support for connection to wireless networking, Purdue University email account configuration, and Career account lock out troubleshooting.

Eligibility: All CLA faculty, staff, and graduate staff with mobile device.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Set up wifi connection

  • Configure Purdue University Exchange email

  • Troubleshoot account lockout problems

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Network File Storage

Description: CLA IT manages several networked file storage servers. These servers have their data backed up twice a day with Windows Shadow Copies and once daily incrementally backed up by VRanger. The entire server is fully backed up weekly. The VRanger incremental and full backups are stored in a separate building from the authoritative data. The file storage servers have hardened operating systems with the most up to date anti-virus and security configuration. Network file storage for users can be accessed through My Computer. All users receive their own private W: drive space that they can only see. Many research groups and collaborative data is stored on the S: and T: drives that are secured with permissions created through Active Directory.

  • The standard drive mappings each person should see is:

    • S: = CLA Collaborative Share

    • W: = Career Space Storage

Eligibility: All CLA faculty, staff, and graduate staff have view access of the various network file storage shares but need specific privileges on folders to view, read, create, and modify files within the folder structure.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Request folder creation

  • Modify folder permissions

  • Request deleted file retrieval

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Printing Services

Description: CLA IT maintains the networked printing management for Purdue University owned printers and copiers within CLA. This includes shared print queue creation and management.

Eligibility: All CLA faculty, staff, and graduate staff have the ability to print to printers and copiers within their departmental area via the wired network. Some large copiers have printing codes for specific users that must be configured in order to print to the printer.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Add shared printer

  • Clear out bad print job

  • Configure new shared printer

  • Report problem printing

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SCCM & JAMF Pro Computer Configuration

Description: SMARTcomputing's SCCM, built on Microsoft System Center Configuration Manager software and CLA IT's JAMF Pro system promotes an enterprise solution for computer configuration management, patch management and software distribution. CLA IT uses SCCM and JAMF Pro to remotely install software, initially configure new computers, automatically update software versions, install operating system updates and perform remote troubleshooting through screen sharing.

Eligibility: All Purdue University owned computers within the College of Liberal Arts are connected to the SCCM or JAMF system.

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Server Administration

Description: CLA IT manages the core server infrastructure used by the College of Liberal Arts.  These numerous servers support the College's strategic goals through research data storage, application hosting, and computing infrastructure support.  Our servers are virtualized and run on the VMware platform hosted by a joint computer cluster between CLA, HHS, and Science [HLS].

Eligibility: Faculty and staff within the College of Liberal Arts have the ability to use our servers for applications and data storage purposes that align with the strategic goals of the College of Liberal Arts.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Request for server application installed

  • Request for new server service

  • Problem with server application software

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Sharepoint Setup

Description: SharePoint is a web-based collaboration platform for Purdue faculty and staff incorporating document management and sharing, wiki and blog functions, universal or authenticated content access and more.

Eligibility: All CLA faculty, staff, and graduate staff can access Sharepoint but permission must be granted with CLA IT consultation.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • New Sharepoint area for your group

  • Access to main CLA Sharepoint area

  • Troubleshooting Sharepoint connectivity

  • Update or Modify Sharepoint group persmissions

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Software Purchasing

Description: CLA IT can assist with all aspects of software purchasing for desktop, laptops, and tablets.  We can provide help with vendor research, software availability, software licensing, software ordering information, and coordinated purchases with other users or groups. We will work with Purdue University preferred vendors as often as possible and outside partners if necessary.

Eligibility: All CLA faculty, staff, and graduate staff requesting software to progress the strategic goals of CLA.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Request purchase of specific software

  • Request help with researching software with specific requirements

  • Check on licensing information

  • Look for possible collaboration on purchases with other Colleges or departments

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Telephone Service

Description: ITaP maintains all of the telephone related services in CLA. This includes telephone line setup, phone purchases, audio conferences, voice mail, long distance calling, cell phones, and more.

Eligibility: All CLA faculty and staff can configure their phone services through ITaP.

To Request Service or Report Problems: Visit the telephone office website http://www.itap.purdue.edu/telephone/

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Video Conferencing Services

Video conferencing allows users to meet with groups around campus and abroad without traveling through the use of linked cameras, screens, and audio. The video conferencing service can be set up to act as a one to one communication between two devices or many to many with the use of ITaP’s WebEx video conferencing portal service: https://purdue.webex.com.  CLA IT provides video conferencing support in BRNG 3268B and other rooms with Polycomm equipment. CLA IT also works with users to configure Microsoft Lync for video conferencing needs.

Eligibility: All CLA faculty, staff, and graduate staff are able to use the video conferencing rooms and equipment with an approved appointment entry on the room Exchange calendar.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Troubleshoot video conferencing software or hardware issues

  • Set up appointment for video conferencing

  • Install video conferencing software

  • Coordinate ITaP Blue Jeans session

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Web Site Hosting

The CLA website is a vital information tool for the college. The CLA webmaster maintains the main administration web pages and manages departmental pages within the college that often are updated by dedicated support personnel within that department. Faculty have the ability to have class pages for teaching and research purposes. These pages for faculty are not supported directly by the CLA webmaster and is up to the department to find a suitable web developer.

Eligibility: All CLA faculty, staff, and graduate staff requesting web resources to progress the strategic goals of CLA.

To Request Service or Report Problems: Email – ithelp@purdue.edu

  • New site creation

  • Web site update

  • Web development

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Wired Networking

Description: The wired networking infrastructure is the means by which all data communication traverses between our servers, computers, and printers. The wired networking within the College of Liberal Arts is centrally maintained by ITaP, but CLA IT manages the connections and troubleshooting of the network.

Eligibility: All Purdue University owned computers connected to the wired network inside College of Liberal Arts departmental buildings.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Turn on network port in a room

  • Turn off network port in a room

  • Troubleshoot network connectivity problems

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Wireless Network Configuration

The ITaP wireless network is assessable throughout all Purdue University campus buildings. It provides connection to the Internet and other campus IT resources. CLA IT can configure or troubleshoot connectivity to the wireless network on your device.

Eligibility: Anyone with a Purdue University Career account or guest account and compatible device.

To Request Service or Report Problems: Email ithelp@purdue.edu

  • Set up wireless connection

  • Troubleshoot wireless problems

  • Request guest account for visitor

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