IT service advisory

Important info about university IT services during this time of remote work


All core IT services will remain fully operational. Some services will continue in a limited fashion for the duration of this situation. Details:

Data Center 

The DoIT Data Center will remain fully operational with 24/7 monitoring, on call, and facilities management.  Staff will work remotely as appropriate, but when work requires a visit to campus, they will practice social distancing and online collaboration. We anticipate no disruption to Data Center Operations. “First Friday” tours and other non-essential tours are suspended.

Digital Printing & Publishing Services

Digital Printing & Publishing Services (DPPS) will remain operational but with limited on-site staffing. DPPS has closed all internal print centers to in-person traffic. All business phone lines, email systems, and digital storefronts will remain open and will be staffed remotely. DPPS will have staff on-call to produce work for the campus on an as-needed basis. DPPS will have one digital print production staff member three days per week for essential printing needs. DPPS will be purchasing commercial printing for most needs during this time, so please continue to submit requests via normal phone, email, and digital storefronts. 

Network Services 

Support for the Campus network, BOREAS, Northern Tier, and wide-area network will continue 24/7.  Staff will work remotely as appropriate but will continue on-campus maintenance and emergency repairs as needed. 

Help Desk

The Help Desk will continue to operate remotely via phone and email. Additionally, the walk-in Help Desk site (1210 W Dayton St) has been set up for laptop delivery for students and employees receiving loaner or check-out equipment. Equipment will be delivered in a no-contact fashion.

Help Desk hours

  • Phone & email: 7am-11pm, 7 days a week
  • Chat: 8am-10pm, 7 days a week
  • Walk-in (1210 W Dayton St) for laptop rentals, repairs, checkouts: 9am-5pm, Mon-Fri

Infrastructure

These services (list not exhaustive; see the it.wisc.edu Services page for a complete list) will continue to operate with remote staff and on-site emergency mitigation as needed:

  • Bucky Backup
  • Campus Active Directory
  • Campus Computing Infrastructure
  • Enterprise Content Management
  • Enterprise Storage
  • NetID Login Service
  • Office365
  • ResearchDrive
  • Web Hosting
  • WiscWeb
  • WiscVPN

Cybersecurity

Cybersecurity Operation Center

The Cybersecurity Operation Center (CSOC) is operational with staff and student interns working remotely. CSOC continues normal activities including communicating with our trusted third parties on understanding current threats as they develop. Communication with the CSOC continues as usual with reports and requests being sent to the DoIT Help Desk or cybersecurity@cio.wisc.edu.

Governance, Risk Management & Compliance

Governance, Risk Management & Compliance (GRC) including the HIPAA team has successfully migrated to 100% remote operation. We remain in touch with our constituents regularly to address new opportunities to improve our communication and processes. As requests from campus are submitted to the GRC & HIPAA teams, we are asking a few more questions to ensure that we can provide a prompt and secure option for operations and securing data for our researchers, staff and students.


Questions?

Contact the DoIT Help Desk via phone, email or chat.




Keywords:remote work access service IT services data center printing network help desk infrastructure cybersecurity   Doc ID:99205
Owner:Kyle H.Group:DoIT Communications KB
Created:2020-03-20 12:46 CSTUpdated:2020-03-27 08:20 CST
Sites:DoIT Communications KB, DoIT Help Desk
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