ITOps: User Services - Unit Documentation - Template 2.0

ITOps:US Internal Unit Documentation for [Unit] (TDX Responsibility Group/Pod) Template document for Unit Documentation. Delete, add, or modify sections as appropriate to your unit. This document is subject to edit at any time. To request changes, email

Table of Contents

Unit/Building Information

Physical Information

Physical Information
Unit Name
Building Name
Building Address
Building Code
Department Code

Unit Roles

This section is for unit roles that have functional significance to the unit that are not necessarily dictated by their title. Add or remove roles as needed.

Unit Roles
Role Contact Name NetID
Customer Relations Manager (CRM)
Pinnacle Coordinator/Telecom Unit Coordinator (TUC)
Business Manager
Unit Security Contact (USC)

Locations of Interest

Provide room numbers or physical location. The locations listed are some commonly shared locations between units. Add or remove locations as needed.

Locations of Interest
Location Room Number Email Address
Administrative Office    
Academic Office
Business Office  
Shipping & Receiving    
Facilities Office    
IT Pod Office(s)    
IT Storage Space(s)    
Network Closets/CER    
Key Lockbox    

*Building Access: Who do you ask for building/room access?

Classrooms and Conference Spaces

Describe the unit's classroom reservation policy/process here.

Describe the unit's conference room reservation policy/process here.

List/Describe relevant AD groups used to control permissions for calendars.

Classrooms and Conference Spaces
Location Purpose Resources/Equipment/Capabilities Outlook calendar name Comments

Classrooms are either Departmental Classrooms (maintained by the unit) or General Assignment Classrooms (GA rooms). GA rooms' AV equipment is supported by Tech Services. Departmental Classrooms are either supported by EngrIT's AV team. Rarely, Departmental Classrooms have support from outside vendors, or have no AV support at all. Please list each room as a Departmental or GA classroom in the table above.

For more AV information:

Admin System Requirements


Only list applications not included in the standard image.

Software Name Location of Installer Comments
 webstore? engrit-archive? Software Center?

Admin Rights

Admin Rights
User Group Desktops Laptops Macs Other Devices
Staff Yes/No/Upon Request/PI Approval

File Shares

File Shares
Share Name Folder Path GPO? Drive Letter AD Permissions DFS Portal Access Group Comments


Location IP Address/Hostname Share Name Make & Model Serial Number Support Contract AD Permissions Comments

If there are copier PIN codes, list policy here.

If your unit has any contracts with printer support companies (GFI, Lazers Edge, RK Dixon, etc.) put them in the chart above. List general information (automatic toner deliveries, contact info, request processes) here.


List all networks for each building a department is in and include networks you may not use for ease in tracking things down.

Network/vlan name Firewall IP range Building Purpose Comments

Unit Specific GPOs

Unit Specific GPOs
Name of GPO Applied OU Collection Purpose Comments

Admin System Policy Exceptions

List any exceptions to the above Admin System policies here.

Teams Objects

Role Based and Common Area phone account information is to be listed in Bitwarden. Teams resource accounts are located in UsersAndGroups/Exchange/Admin/[Dept]/Lync.

Response Group Phones

Response Group Phones
Exchange Name Phone Number Members Details of Response Group Comments

Email Policies

EngrIT uses a variety of email tools, accounts, groups, aliases and lists.  The most commonly used tools are the Engineering IT alias tool, Tech Service's Electronic Directory Editor, the Campus SYMPA server (, Departmental SYMPA servers (like the CS SYMPA robot), AD/Exchange Mailgroups groups, and shared Mailboxes.

Describe your deparment's specific email policy here: (for reference, I've put CS's/Siebel pod's Email policy below. Feel free to alter/replace it as you wish.)

When to use a mail enabled AD/Exchange groups: Exchange groups are only to be used for permanent/long-term groups. Membership in these groups can only be changed by IT Staff. As such, these groups should be used when membership is changed infrequently. (e.g. engrit-itops-userservices). These can be found in UsersAndGroups\Exchange\Admin\[Dept]\Mailgroups.

When to use an Exchange Shared Mailbox: Shared Mailboxes (e.g. are typically used to unify communications to and from offices. Like Mailgroups, access can only be changed by IT Staff and should be used only when membership is changed infrequently. These can be found in UsersAndGroups\Exchange\Admin\[Dept]\Mailboxes. Note: Please follow these instructions when setting up Shared Mailbox accounts! (Editors, [lease keep the preceding link somewhere in this page to help keep our AD organized and within best practices)

When to use SYMPA lists: SYMPA lists are used to give users greater control over than Mailboxes/Mailgroups without ITPro intervention. SYMPA allows the following functions:

  • List Owner customization and control of the list
  • Membership for users without NetIds
  • Moderation
  • Users to control their own membership in the list
  • Emails being sent from the list instead of an individual's email
  • Archiving of sent emails

Users can create their own mail lists at  Members of lists can be changed by owners of the list or administrators of the SYMPA robot (Tech services).  Membership can also be automated through LDAP queries (KB article on how to do this will come soon).  Members of lists can also unsubscribe from lists, even if membership is automated.

Department Specific Aliases

Department specific aliases (e.g. can be viewed and edited here. These aliases must never point to an individuals email (i.e. If they need an alias, they'll also need a shared mailbox, AD mailgroup, or a SYMPA list. The only exception to this are professors wanting a department specific suffix (i.e. points to

EDE Aliases

All aliases should have included as a proxy to allow systemic tracking. All aliases with engrit-proxy included are listed here. You can edit these aliases by signing into this website with the engrit-proxy account (password in Bitwarden). Make sure to read the policies before requesting an EDE alias. You can find policy info and the request form for new aliases here.

Sympa Lists

Record all lists located on the campus SYMPA server ( for your department on the chart below.

Sympa Lists
List Name List Address Owner(s) Manager(s) Comments

If there's a department specific server (i.e., link it here. Listmaster privileges to departmental SYMPA robots can be requested by emailing

Digital Signage

List where the digital signage is located, who maintains the equipment, who maintains the content, and provide contact information. 

Digital Signage
Location Equipment Contact Content Contact Purpose (e.g, research group, dept notices) Comments

Non-Standard Devices

Include devices like Kiosks, iPads, Smart TVs, OWLs, etc., Apple TVs, etc.

Non-Standard Devices
Device Name/Model Owner/User Location Support Level Comments

Unit-specific Loanable Equipment

List loanable devices like laptops, cables, projects, OWLs, etc. that are owned by the unit and/or specifically for use by the unit.

Describe the checkout policy.

Unit-Specific Loanable Equipment
Device Storage Location Checkout Policy Comments

Student Employee Information

Include student supervisor information, student machines, and student permissions.

Student Employee Information
Supervisor Permissions/AD groups Equipment locations Comments

Purchasing Procedures

Who does it? How is it done? Who is the contact for information on purchasing? Is there a purchasing email address? Do they use the purchasing portal app?

Diredit Information

Who manages/updates diredit?

Are there any special groups in diredit and what do they do? (e.g. Business Office, Mailers)

Diredit Groups
Group Name AD Name Notable Access Granted Commend

Portal Information


Write down what portal applications are used by the unit.

Portal Apps
Application Name Purpose Who uses it in the dept.? Comments


If there are any AD groups that need to be updated through the portal, list here as well. You can view and edit Portal groups here.

Portal Groups
Name Purpose

Department Unique/Miscellaneous Information field

List and elaborate on unique departmental events, procedures, groups, etc. Examples for this category are  Senior Design,  ECEB AV group,  Hackathon,  Annual Conferences.

List any other miscellaneous information unique to the department that is not covered by the other fields but is important to include in the unit documentation.


Name NetID Role/Title Office Location Comments
Unit Head
Business Office Manager
Facilities Manager
Shipping/Receiving Manager


Basic CRM info is kept updated here.

Add CRM information

Section for CRM to add info

Please list unit expectations for CRM meetings/interactions

Keywordsuserservices "unit documentation" "itops user services" "itops: us" "Full Unit Name" UnitAbbreviation "Full building name" BuildingAbbreviation template   Doc ID124895
OwnerMasaharu Y.GroupEngineering IT
Shared Services
Created2023-03-16 11:13 CSTUpdated2023-03-16 11:35 CST
SitesUniversity of Illinois Engineering IT
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