D R A F T

Supported Items Proposal

When CAS Computing Support Services (CASCSS) was created in 1996, it supported all the pre-existing computers and network devices in use by the College at that time. Since then, CASCSS has promoted recommended equipment in person, over the phone, and via the web. That progression might be at a point now where most people contact CASCSS prior to ordering equipment, unless they already know through experience that we readily support the equipment. By departments ordering and using recommended equipment, CASCSS can improve customer service by decreasing the number of unknown variables. Additionally, unknown equipment is more intensive in terms of human resources and slows down service for other customers. To this end, the CAS Computing Committee should consider moving the college further along this course by moving to a "supported items" list.

Defining Support

A supported item is a computer-related item (hardware or software) that CASCSS staff knows how to set up and maintain (but not necessarily how to use). For example, most customers already realize (though it isn't documented anywhere) that CASCSS will support software they place on any computer Microcomputer Maintenance Shop (MMS) provides. This includes, at least, MMS PCs, Apple Computers, older model HP printers, and Dell notebooks.

A supported item does not mean that CASCSS will cover the cost of replacement parts. In other words, "supported" items would receive human resource attention. Departments and/or individuals would still have to continue maintenance contracts where they would apply and also cover the cost of replacing outdated (or outmoded) equipment.

Defining Supported Items

The best place to define a support vs. unsupported item would be on the CASCSS web site. The following initial categories would be recommended:

PC/Apple desktop computers
Printers and printer devices (e.g., print servers)
PDAs
Network communication devices (e.g, switches)
PC/Apple notebook computers

Some of these items would need to include operating software limitations as well. For example, CASCC or appropriate authority should consider removing MS-DOS from the list.

Making Exceptions

CAS wants to encourage diversity without suffering negative impact on productivity due to unnecessary support costs. In some instances, CASCC or appropriate designate should maintain an exceptions list. Things on the exception list might include a computer that came custom-configured for use with an expensive piece of analytical equipment.

Additionally, whenever (if ever again) the College rolls out a new set of computers, CASCSS will continue to support that model from the rollout until such time they perform a replacement rollout.

Resolving Logistical/Business Process Problems

Things remaining to decide regarding this issue are, in no particular order:

How can CASCC define supported items to the customer's level of understanding? CASCC feels that, since the chairs and administrative assistants tend to be control mechanisms for most purchases, they make ideal candidates for ensuring people purchase/acquire support items.
How can CASCSS staff (especially new employees) easily identify supported and unsupported equipment and items on the exception list? Several options exist here, including: Create/maintain a database for each item and monitor support date. Care should be taken to ensure this business process does not cause more problems (or requires more maintenance) than it solves.
How should disputes over what should and should not be supported be resolved? CASCC feels the CASCSS Director should make the initial decision. If somebody wants to take exception to the decision, the Computing Committee would hear their case.

Additionally, the web site, besides listing recommend equipment to purchase, should also list the expect retirement date for equipment.

Last updated on: $Date: 2001/10/16 21:30:02 $
Last updated by: Tim Christian (tim@unt.edu)