Detailed Service Catalog

  1. Wired Network
  2. Wireless
  3. VPN
  4. OneNet
  5. Site-to-Site VPN
  6. Landline
  7. Voice-mail
  8. Call Routing
  9. Moves, Additions, Changes
  10. On Phone Directory
  11. Computer Lab Services
  12. Online Course Delivery System
  13. Online Audio and Video Hosting
  14. Spam Filtering Services
  15. Client Access
  16. Broadcast Mailing Services
  17. Orange Mail Access
  18. Google Docs
  19. Mobile Devices
  20. E-mail Forwarding
  21. Network File Storage
  22. Google Docs – Orange Mail
  23. My Site
  24. Data Restoration
  25. O-Key Identity Management
  26. O-Key Activation
  27. Service Accounts

    1. Mail-Enabled
    2. Application
    3. Kiosk
    4. Reserved
    5. Resource
    6. Guest
  1. Service Allocation and Access Requests
  2. Emergency Alerts Settings
  3. Email Settings
  4. Global Groups
  5. Authentication Services
  6. Microsoft Forefront Client Security (FCS)
  7. Microsoft Security Essentials (MSE)
  8. SCT
  9. ePrint
  10. Document Imaging
  11. Service Desk-General Technical Support Service
  12. Desk-Side Support Services
  13. Self-service request system
  14. Online Collaboration Services (SharePoint)
  15. Enterprise Backup Services
  16. Video Conferencing
  17. Student Print Management
  18. Role and Provisioning Management
  19. Technology Asset Decommissioning and Sanitation
  20. Technology Purchase Consultation and Quotes
  21. Audio-Visual Tech Support
  22. Print Services
  23. New Employee Access to Technology Resources
  24. Software Installation
  25. Security Camera Administration
  26. Digital Signage
  27. Virtual Labs
  28. Information Technology Compliance
  29. Replacement Plan

Submit a Service Ticket

Please use the ticketing system for any non-emergency service requests.

Submit Ticket

Contact the OSUIT Service Desk by calling (918) 293-4700.


1 | Wired Network

Users can access the wired network by connecting your computer, using an Ethernet cable, to one of the jacks located in any area which you are authorized to use according to technology policies. All network jacks are 10/100 Mbps capable and are addressed using DHCP. Scarce-static IP addresses are reserved for university-owned network infrastructure devices. The use of routers, switches and wireless access points that do not belong to Oklahoma State University Technology Services are not allowed on the network without prior TS authorization. The use of unauthorized items can result in disciplinary action.

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2 | Wireless

In academic and administrative buildings on the OSUIT campus, you can connect to OSUSTAFF, OSUSTUDENT, or OSUGUEST depending on your role with the university. This will allow you to have fast Internet and Intranet access while on the go. Devices with Wi-Fi capabilities can connect to our network as long as you are a student, an employee, or a guest sponsored by an employee. For an employee to sponsor a guest, please call the service desk at 918-293-4700.
Users devices should stay connected to the wireless network unless there is a lack of signal. Authentication will not have to be done again until users’ O-Key password expires or is updated.
Users stay connected as long as they are in range of an access point. This same system is in use across the OSU System using your O-Key credentials.  The username requested is your O-Key username, or shortname, which is usually a combination of part of your first and last names.  Full email address will not work on wireless as a username. 

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3 | VPN

OSU provides employees with secure, encrypted VPN (Virtual Private Network) connections between off-campus users and OSUs internal network resources on which their productivity applications run. The OSU System uses the Cisco AnyConnect VPN Client which provides authorized remote users with access to the OSU network. The VPN Client adapts its tunneling protocol to the most efficient method based on network constraints. It works with Linux, Macintosh, iOS, and Windows operating systems. Users can connect to http://osuvpn.okstate.edu to utilize this service. The Cisco AnyConnect app is available on the Apple App Store.

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4 | OneNet

OneNet is Oklahoma’s telecommunications and information network for education and government. OneNet is a division of the Oklahoma State Regents for Higher Education and is operated in cooperation with the Oklahoma Management and Enterprise Services. They currently provide OSUIT with redundant 1Gbps links to the Internet. 

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5 | Site-to-Site VPN

There are encrypted tunnels setup between the main OSU campus in Stillwater and all of the associated campuses. All communications are encrypted over the tunnel. Also see the entry for VPN.

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6 | Landline

TS offers landline dial tone service to departments and residential life residents. Two types of lines can be provided: analog or digital, depending on availability.

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7 | Voice-mail

Voice-mail is a service that includes receive/save messages, personalized greetings, a personalized password for each user, and the ability to retrieve messages from on- or off-campus telephones.

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8 | Call Routing

TS can setup call routes to distribute incoming calls to multiple phones.

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9 | Moves, Additions, Changes

TS coordinates phone installation and changes on our Avaya Definity system. Please plan ahead because our telephone vendor requires several days advance notice.

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10 | On Phone Directory

TS can change your directory listing name that appears when you call a digital on-campus phone. Requests for new phones or changes to phone service should be placed with the TS service desk at 918-293-4700.

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11 | Computer Lab Services

Technology Services (TS) installs and maintains the university’s computer lab services. OSUIT computer labs provide students, faculty and staff physical computer access at multiple campus locations. The labs offer standard suites of software such as Microsoft Office, Internet access, and some labs offer specialized applications such as AutoCAD.  Requests for lab software updates must be submitted a minimum of two months in advance of the next semester and three months for hardware or network updates. Due to hardware and software incompatibility, TS does not support labs with computer hardware older than five years.

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12 | Online Course Delivery System

The OSU System provides the centralized Online Classroom (OC). OC provides a method for consistent online course delivery. OC can be found at https://online.okstate.edu/. This site provides for online course delivery and support for more than five different campuses within Oklahoma and out-of-state. You will find useful information about course content availability, how you access the online classroom, what happens if your password expires and other helpful topics on the home page of OC. Instructors can find help by contacting the Center.  The Center also provides Blackboard Collaborate within Online Classroom.

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13 | Online Audio and Video Media Hosting

TS maintains the university’s centralized Online Audio and Video hosting system also called a media server. The media server enables media streaming online, which is often associated with student instruction. The media formats that are supported are Real Media, Windows Media, Flash videos, Podcast videos, mp4 and QuickTime videos.

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14 | Spam Filtering Services

The OSU System provides a centralized e-mail spam filtering system, Proofpoint. Proofpoint offers various spam filtering options that can be set by the customer based on their needs. Four levels of filtering options are available to OSU employee e-mail account holders: No Spam Filtering, Filter Adult Spam Only, Filter All Spam and Tag and Deliver Spam. For more information, visit http://spamblockerhelp.okstate.edu/.

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15 | Client Access

A variety of clients are available to access your employee OSU Exchange mailbox. The Outlook client is available for installation on business workstations. Outlook Web Access (http://mail.okstate.edu) is available from any web browser. Entourage is available for Mac workstations. An authenticated SMTP server is available for our IMAP users. 

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16 | Broadcast Mailing Services

TS maintains the OSUIT email distribution lists. These provide a method for the same e-mail message to be distributed to a select group. The use of e-mail distribution lists to communicate with OSUIT students, faculty, and staff will be limited to official notices of university-wide interest or impact. Broadcast e-mail may also be used to communicate with the campus community in times of crisis, campus-wide emergencies and other situations dealing with public safety. Nothing precludes faculty and staff from developing, using, and maintaining their own e-mail lists for legitimate communication needs. Mass mailings in the form of junk mail for non-university business reasons are prohibited.

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17 | Orange Mail Access

There are several options for accessing your Orange Mail (Google). A secure Web interface where you can login using your O-Key username and password is available at http://orangemail.okstate.edu. This is available through all major browsers, such as Internet Explorer, Chrome, Firefox and Safari. IMAP support is provided for people who use IMAP-compatible client. Visit the IT Resource Center at http://it.okstate.edu/rc and click on Orange Mail for more information.

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18 | Google Docs

Google allows students a maximum of 25 GB of mailbox space and an unlimited amount of space for Google App documents (1 GB of space for non-Google App documents).

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19 | Mobile Devices

Mobile devices can be used to connect with Orange Mail. A separate document called OSU E-Mail Mobile Device Configuration Settings is available in the IT Resource Center (http://it.okstate.edu/rc) to assist with set up.

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20 | E-mail Forwarding

E-mail forwarding is available with Orange Mail (Google). Your messages can be forwarded to another e-mail account you already use. Visit the IT Resource Center at http://it.okstate.edu/rc for more information.

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21 | Network File Storage

TS maintains OSUIT’s centralized individual (H: Drive) and group (G: Drive) and shared (I: Drive) online file storage for employees. Online file storage ensures an easily accessible method for file storage and sharing that is not confined to a specific computer. Employees have 4GB of network storage space on a home (H:) drive for individual use.
Employees also have access to a group (G:) drive and an I: drive used by their work groups. Group drives are used to share information within an employee's assigned department. Group Drives are created automatically when a person activates his or her O-Key Account if they are assigned to a department by Human Resources. An I: drive is used to share information with other departments or sub-departments. We also provide secure storage that encrypts data at rest or in transit. For assistance, please contact the TS Service Desk at (918) 293-4700.

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22 | Google Docs – Orange Mail

With Orange Mail, students will have an unlimited amount of storage for Google App documents and 1 GB of storage for non-Google App documents.

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23 | Sound Reinforcement

TS can provide technical support for sound reinforcement for one event at a time.  Please be sure to book your support far in advance to make sure we have available resources.  The sound system for the Kite is supported by Physical Plant and should be requested at http://okm-isd.ad.okstate.edu:85.

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24 | Data Restoration

TS backs up all network drives and servers on a nightly basis. These files are kept for finite timeframe based on federal and state regulations and OSUIT policy. If a file is accidentally deleted, TS will work with you to get a copy of the file restored.

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25 | O-Key Identity Management

Any access to OSU System resources requires the use of our Identity Management System (O-Key). O-Key requires proof of identity by verification of social security number.  One of O-Key’s core functions is to provide a single secure user ID and password that can be used to access all university services. After completing your student enrollment or filling out your employment paperwork, you will be eligible for an Orange Key (O-Key) account. By activating your account, you can set up your e-mail address, create an e-mail account to the OSU provided Exchange/Outlook services and set up your emergency and directory contact information. 

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26 | O-Key Activation

The ability to activate an individual’s profile within the OSU A&M Identity Management System (O-Key) is based solely on that individual maintaining an active association in either the Student Information System (SIS) or the Human Resources System (HRS). These source systems supply identification and association information to the Identity Management System and assign specific roles to the individual based on the type of association. These roles provision access to appropriate systems and services. Currently, the activation process requires the last two characters of the individual’s surname, last five digits of their social security number, and their date of birth. The activation wizard will lead them through setting up information such as their username, e-mail address, password, e-mail destination, and various versions of contact information. Activation requires the use of an SIS or HRS Personal Identification Number (PIN), according to FERPA regulations. The O-Key system is meant to be self-service. Pins required for initial activation are available at the front desk of the Grady Clack Student Success center. The front desk can request an activation reset for forgotten or expired passwords. The only computers on campus that can be used for O-Key activations and resets are the ones at the south side of the Grady Clack. Individuals who are affiliated with OSU and who can demonstrate a legitimate need to access the OSUIT resources can apply to the TS service desk. A university department will have to sponsor this access which will provide all the services associated with an O-Key account. Affiliate accounts must be renewed annually in order to continue to use O-Key services.  Proof of identity in the form of a social security card and driver's license will be required for processing.

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27 | Service Accounts

TS maintains OSUIT’s centralized service allocation system via service accounts. Service accounts can be used for many different purposes and are set up from your O-Key Profile. You will want to select the appropriate type of service account for your purpose. The different types of accounts are listed below with a brief description of each.

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27A | Mail-Enabled

A mail-enabled service account is in Active Directory and has an Exchange mailbox. This type of account could be used for a departmental e-mail or to receive e-mails that originate on a Webpage.

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27B | Application

An application service account is in Active Directory. It does NOT have an Exchange mailbox. It is used when you need an application to have access to something else, like LDAP. Please allow a couple of additional days for processing on this type of account because Service Account personnel must submit the account to Service Administration for approval prior to creating the account.

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27C | Kiosk

A kiosk service account is in Active Directory. Use this type when you manage public workstations and would like to have them under one service account.

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27D | Reserved

A reserved service account is used to reserve a certain user ID.

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27E | Resource

A resource service account is in Active Directory and has an Exchange mailbox.
Examples: calendar, room, vehicle.

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27F | Guest

A guest service account is in Active Directory and is given an Exchange mailbox. It is a re-usable mailbox for people who come to campus for a short period of time. This service account has wireless access and can be used in conjunction with lab or wireless access during a meeting or conference.  The passwords for these accounts are changed weekly, so be sure and check that you have the current password within one or two days of the date of your intended use.

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28 | Service Allocation and Access Requests

Access to OSUIT services and resources is based solely on the association an individual maintains with OSU via the Student Information System (SIS) or Human Resources System (HRS). Specific services are provisioned based on the role(s) an individual has been assigned in the Identity Management System, O-Key. Director level or above supervisor must request access for their employees for network drive access and long distance codes at osuit-servicedesk@okstate.edu

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29 | Emergency Alerts Settings

TS has worked in conjunction with the Emergency Operations Center to develop a mechanism for alerting the campus of weather issues and campus threats. As part of the O-Key activation and each password reset, contact information is requested in order to alert an individual in the event of an emergency.

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30 | Email Settings

Due to business operations, some individuals may need to delegate e-mail access. TS can assist with these shared calendars, Send on Behalf or other e-mail settings provided in the e-mail system.

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31 | Global Groups

Groups are available to assist with management of resources. This helps when a person leaves or enters a new home department and needs access to services. Global Groups can be used to permission files or set up e-mail distribution lists.

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32 | Authentication Services

The OSU System maintains the university’s two centralized directory services (Open LDAP and Active Directory). One of the core functions of OpenLDAP is to support the E-Mail Spam Filtering system. In addition to this functionality, OpenLDAP provides the ability to lookup e-mail addresses, names, departments and other user information to authenticate applications. The core functions for Active Directory are wireless authentication, workstation management, group management and group policy management.

OSUIT maintains the university’s centralized Phone Directory service (the OSU Online Directory). Information on the OSU Online Directory (www.directory.okstate.edu) is business information only and is provided to the public for that purpose. Please remember that the phone number listed is the phone number that you enter in your O-Key account Contact Information screen. If you enter your home phone, that is what is displayed to the public on the OSU websites. It is intended that you use your work contact information. The university does recognize, however, some situations that an employee may have reason for the information to be removed from the directory and made unavailable to the public. These employees should provide the Director of Human Services a written request with reasons why this business information should not be available. The Director of Human Resources will review the request and make a determination whether to allow the information to be removed.

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33 | Microsoft Forefront Client Security (FCS)

FCS is an Anti-Virus/Anti-Malware software application. It is designed for Microsoft Windows based operating systems. This software solution should be used on all university-owned Windows based desktop and laptops computers that are joined to the OSU network/domain. It can be configured in a fully-managed or semi-managed environment.

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34 | Microsoft Security Essentials (MSE)

MSE is an Anti-Virus/Anti-Malware software application designed for Microsoft Windows based operating systems. This software solution should be used on all university-owned Windows based desktop and laptops computers that are never joined to the OSU network/domain. As well, TS highly recommends MSE for all privately owned Windows based desktop and laptops computers. MSE can be downloaded from the following URL: (http://www.microsoft.com/security_essentials).

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35 | SCT/Banner

OSU Stillwater IT maintains the infrastructure for the enterprise Student Information System, Human Resource System, Financial Resources System, SEVIS, CommonLine and the Loan Management System for all the OSU campuses and the A&M institutions. IT provides software development support, Web services support, and production support for these services. TS provides custom reports based on data stored in SCT and entered by individual employees. Banner will replace SCT in phases starting with Finance in July 2015.

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36 | ePrint

TS provides services to host documents which were formerly printed and distributed. Many of these ePrint documents are initiated from the university’s administrative systems. A secure authorization model is set up for your documents. 

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37 | Document Imaging

Document Imaging is a process through which a document is recorded or scanned electronically, indexed, and stored as a digital image of its original form. Once digitized, it can be routed, archived, and/or retrieved using an installed application or a basic web browser. This service may be implemented as a replacement for traditional manual filing techniques. Through the document storage and retrieval process, documents are captured by scanning, then indexed and archived for retrieval at a later date. This reduces file space, eliminates errors and misfiling, and improves productivity. Scanned documents can be attached to records in Banner through scan stations or from the desktop.

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38 | Service Desk-General Technical Support Service

TS provides OSUIT’s centralized technology-support services. The Technology Service Desk provides a wide variety of services to students, faculty and staff at OSUIT.  TS technologists can, with your permission, remotely access your computer to assist.  This support is by phone at 918-293-4700, email, or remote connection.

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39 | Desk-Side Support Services

TS provides centralized Desk-Side Support Services for employees and labs. The core of these services involves direct customer support at the customer’s computer and is provided when and if it is determined by the TS Service desk that onsite-support is needed. The Desk-Side Support group complements services provided by the Service desk. TS services hardware up to 5 years old purchased through TS with our approved service agreements.

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40 | Self-service request system

TS provides OSUIT's centralized web-based management software application that allows TS support to coordinate, manage and track support activities at http://okm-kace.osuit.edu.

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41 | Online Collaboration Services (SharePoint)

The OSU System maintains the university’s centralized Online Collaboration System (SharePoint). SharePoint enables groups or individuals to create and configure Web sites that meet their specific group collaboration needs. SharePoint has document libraries, calendaring, lists and tasks available as well as the capability of building workflows. SharePoint forms with workflow can be used for paperless approval and provisioning routing for requests for services. SharePoint allows the use of your O-Key credentials and can integrate into Microsoft Outlook and the rest of the Microsoft Office Suite. A link to our SharePoint site may be found at http:/my.okstate.edu.

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42 | Enterprise Backup Services

TS maintains the university’s centralized Enterprise Backup System (Commvault). Commvault enables the university to recover critical data in the event of a disaster or to restore accidentally deleted or corrupted documents that were stored on the network drives.  TS maintains a disaster recovery hot site for data resiliency.

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43 | Video Conferencing/Virtual Meetings

Technology Services (TS) provides video conferencing connections, for use on university business, with businesses and other universities who have codec equipment using the H.323 standard. We have this equipment permanently installed in the President's conference room and the Technology Services huddle room. This is technology is intended for virtual meetings. TS can also assist with computer-based video conferencing including screen-sharing using web services such as Skype for Business/Lync. If you are joining a meeting using Skype, WebEx or GoToMeeting, the presenter will send you an email invitation with a meeting code that will allow you to use a web-browser.  All university issued laptops have the necessary built-in webcam and microphones.  The Center also offers Blackboard Collaborate for virtual meetings. Collaborate is the technology we have standardized on for online and blended courses and for use in Online Classroom. To avoid delays, participants should allow fifteen to twenty minutes before the meeting to test connections on all sides of the conference.  Technology Services can also assist schools and departments with specifications for departmentally owned equipment.

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44 | Student Print Management

TS provides a print management service that allows students to print to lab printers across campus at a cost of $ .05 per impression, which is billed to their bursar account. Account balance information is available at http://okm-print.osuit.edu:9191/user/

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45 | Role and Provisioning Management

TS provides provisioning and assignment of appropriate roles/rights for accounts according to established guidelines. Most permissions are assigned automatically based on the person’s roles at the university, however, additional rights may be requested by a supervisor.

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46 | Technology Asset Decommissioning and Sanitation

TS provides secure documented decommissioning and sanitization of removable media from technology equipment. This process should be initiated through Fiscal Services.  After the hard drive has been removed and destroyed Physical Plant will move the equipment to auction storage.

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47 | Technology Purchase Consultation and Quotes

TS provides approved quotes to departments wishing to purchase technology equipment. The department can then purchase the equipment through OSUIT purchasing procedures.

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48 | Audio-Visual Tech Support

The Technology Service Desk at 918-293-4700, provides troubleshooting services for department-owned audio-visual equipment and equipment checked out from the Library or the Center. The Library and the Center handle checking out all loaner computer and audio-visual equipment. TS only supplies loaner computers while an employee’s assigned machine is being repaired. Problems with mounted projectors should be directed to the Physical Plant so they can either un-mount them for replacement, or replace burned out bulbs. 

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49 | Print Services

TS acts as liaison between our Print Services vendor, Standley Systems, and the departments using the multi-function devices. These machines can copy, print, fax, scan to email, or scan to network drives. The service desk can, on request, set up access control using a password to allow individual users to hold print jobs or restrict copying using a password. Toner is automatically shipped to a department in advance of complete depletion. The devices print at 45 pages per minute. Using the Auto-Store functionality they can also perform Optical Character Recognition allowing searchable PDF documents. If your department Savin copier needs service please call the Standley service desk at 800-522-3725 and tell them the five digit copier number located on the top left side of the body of the copier.  If they are unable to resolve your problem with a service call please contact our service desk at osuit-servicedesk@okstate.edu for escalation of the service request.

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50 | New Employee Access to Technology Resources

Technology resources such as computers and peripherals are owned by the employee’s department and will be assigned by the new employee’s supervisor. All log-on access to technology resources is authenticated through the OSU identity management system, O-KEY. A few days after a new employee has been fully processed through our Human Resources department, they will be eligible to activate their O-Key account. O-KEY credentials will allow the new employee to log into computers on campus, network drives, and most other web-based OSU System resources. For access to computers before the new employee’s O-KEY is activated, please call the TS Service Desk at 918-293-4700 and they will assign a temporary log-in password. The new employee should navigate to http://okey.okstate.edu at least once per day, click the activate O-Key button and attempt to activate until they are able to successfully create their O-KEY account and until they reach the screen informing them that their password will be valid for 120 days. Detailed step-by-step O-KEY activation information is available at http://osuit.edu/okey. All employees who handle student information must successfully complete FERPA training at http://registrar.okstate.edu/FERPA. After the employee has successfully activated their O-KEY account they should log into a computer with their O-Key credentials and use a web browser to navigate to the FERPA training course, read all the material and complete the tutorial at http://registrar.okstate.edu/FERPA and forward the FERPA completion email to osuit-servicedesk@okstate.edu. All employees will automatically have an H:drive, a G:drive and an I:drive assigned based on their role with the university. Additional access will need to be requested by the employee’s director-level-or-above supervisor from the service desk at osuit-servicedesk@okstate.edu.

 

Order of Steps:

 

o   Successfully complete HR paperwork

o   Supervisor should request phone system change from the servicedesk

o   Supervisor should request Banner access at Banner Access Request

o   Be assigned a computer from department

o   Sign the Memorandum of Agreement to accept responsibility for the computer

o   Request temporary log in from Service Desk if needed

o   Attempt to activate O-KEY until successful

o   Discontinue use of the temporary account and start using new O-Key account

o   Successfully complete FERPA course

o   Upon completion of FERPA employee will receive emailed FERPA completion email

o   Forward FERPA completion email to osuit-servicedesk@okstate.edu

 

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51 | Software Installation

Technology Services (TS) provides software installation on university-owned computers. Departments can purchase their own licensing and the university provides site licenses for many Microsoft products including Microsoft Office 2013, Qualtrics and the Adobe Creative Cloud including Photoshop, After Effects, Premiere Pro, InDesign, Flash Professional, Illustrator, Fireworks, Muse, Dreamweaver, Audition, SpeedGrade, Prelude, Lightroom, Flash Builder Premium, InCopy, Acrobat XI Pro, Edge and Scout. To schedule installation, please contact us by phone at 918-293-4700 or by email.

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52 | Security Camera Installation

Technology Services (TS) provides server administration and vendor coordination for Avigilon security cameras. Servers and networking must be ordered and administered through TS. To get quote, please contact us by phone at 918-293-4700 or by email.

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53 | Digital Signage

Technology Services (TS) provides a centralized digital signage server. Individual departments may connect and post to this system. New signage locations require the purchase of a display and a mini computer to mount behind the display. Please contact us by phone at 918-293-4700 or by email.

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54 | Virtual Labs

Technology Services (TS) provides virtual labs for students to use from their home or mobile devices. Please contact us by phone at 918-293-4700 or by email.

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55 | Information Technology Compliance

Technology Services (TS) is responsible for enforcement and monitoring of information technology policies that apply to our campus including but not limited to OSUIT Information Technology Policy and Procedures, State of Oklahoma Information Security Policy, Procedure, Guidelines, and enforcement of intellectual-property rights.

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56 | Replacement Plan

Technology Services (TS) administers a computer replacement plan program to ensure than employee computers are current enough to run the latest software, operating systems and security features. The current cycle for replacement of full-time employee primary computers is four years. The program funds up to the cost of a base desktop computer, with the department being responsible for the extra costs of customization.

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