Mission statement & Tasks

The following text stipulates the terms of the contract between the IT services and the former Faculty IT Commission, as approved by the Bureau of the Faculty of Business and Economics.

The IT services is responsible for setting out the IT policy at the faculty. What follows is a list of the main tasks and responsibilities ranked in order of importance.

• Operational management and maintenance of the basic network services 
  At all times the highest priority of the IT services consists in keeping operational the basic network services (7 days a week and 24 hours a day). In order to guarantee the basic network services, all other maintenance activities are scheduled as much as possible outside the office hours, usually during the weekend. If necessary they will be announced in advance by e-mail. In case of network emergencies outside the office hours, a message can be left on 26600. One of the IT professionals will be notified and will try to offer a solution as good as possible on best effort base. 
• Help Desk 
  The first channel for the submission of requests and questions is the Helpdesk websitel. On working days the dispatching telephone line will be staffed in order to provide primary support. Should this not be possible, the problem will be transferred to the second-line support. If necessary the support person will come to the user. When working out a solution requires more time, the problem will be entered in the support database and be solved at a later moment. At every moment the user will be kept informed of the status of his/her request or problem. 
• Support of educational initiatives in the lecture theatres
  The support of educational initiatives mainly consists in  (assistance with) the installation of hard- or software in the lecture theatre. If a request for assistance has been submitted at least one week in advance, we guarantee that the configuration will be operational on time. The use of audiovisual material is entirely supported by the campus services. In case of problems they have to be contacted. Their telephone numbers are available in the auditoriums. 
• Individual soft- and hardware support 
  Hard- and software support consists in attending to problems with individual pc's. In some cases machines may have to be sent back to the manufacturer. In other cases  the vital system software may have to be reinstalled by the Dienst Informatica. The aim is to provide the fastest solution and to keep the user informed. 
• Management, administration and control of mainframe and network user IDs
  On work days every request for a new user ID shall be treated within two hours. 
• Management, configuration and installation of supplementary network services
  The supplementary network services (mail, WWW, backup…) are less urgent. They  will be monitored and followed-up as quickly as possible.
• Maintenance of the student network and pc rooms
  In most cases, preparing pc configurations for the student pc rooms is very time consuming. If the request has been submitted at least two weeks in advance, we guarantee that the configuration will be operational on time. 
• Soft- and hardware support of the library
  The preparation of configurations for the library is very time consuming. If the request has been submitted at least one week in advance, we guarantee that the configuration will be operational on time.
• New hardware and software purchases
  Individual users who want to purchase hardware or software should do so through their financial antenna. Information on the suggested buys is available through the IT Department.
• Hardware repairs 
  Requets for hardware repairs HAVE to be communicated trough the helpdesk portal. The aims is to provide an active follow-up of the repairs and to inform the user of the current status. Users whose machine is under reparation will receive a weekly status report. 
• Installation of new machines
  The installation of a new pc (or the reinstallation of an old machine) is very labour-intensive. The aim is to do it within five working days. 
• Acquisition and testing of new server- and end-user software
• Development of applications for administrative and other users
• Advise different commissions (Library, WWW,...)

These tasks and responsibilites constitute the reason for existence of IT services. IT services will do its very best to guarantee all these services.