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 firstname.lastname@example.org
Table of Contents
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.
|Customer Relations Manager (CRM)|
|Pinnacle Coordinator/Telecom Unit Coordinator (TUC)|
|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.
|Location||Room Number||Email Address|
|Shipping & Receiving|
|IT Pod Office(s)|
|IT Storage Space(s)|
*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.
|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?|
|User Group||Desktops||Laptops||Macs||Other Devices|
|Staff||Yes/No/Upon Request/PI Approval|
|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
|Name of GPO||Applied OU Collection||Purpose||Comments|
Admin System Policy Exceptions
List any exceptions to the above Admin System policies here.
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
|Exchange Name||Phone Number||Members||Details of Response Group||Comments|
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 (lists.illinois.edu), 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. email@example.com) 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
- 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 lists.illinois.edu. 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. JohnDoe@cs.illinois.edu) can be viewed and edited here. These aliases must never point to an individuals email (i.e. NetID@illinois.edu). 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. firstname.lastname@example.org points to email@example.com).
All @illinois.edu aliases should have firstname.lastname@example.org 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 @illinois.edu aliases here.
Record all lists located on the campus SYMPA server (lists.illinois.edu) for your department on the chart below.
|List Name||List Address||Owner(s)||Manager(s)||Comments|
If there's a department specific server (i.e. lists.cs.illinois.edu), link it here. Listmaster privileges to departmental SYMPA robots can be requested by emailing email@example.com
List where the digital signage is located, who maintains the equipment, who maintains the content, and provide contact information.
|Location||Equipment Contact||Content Contact||Purpose (e.g, research group, dept notices)||Comments|
Include devices like Kiosks, iPads, Smart TVs, OWLs, etc., Apple TVs, etc.
|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.
|Device||Storage Location||Checkout Policy||Comments|
Student Employee Information
Include student supervisor information, student machines, and student permissions.
|Supervisor||Permissions/AD groups||Equipment locations||Comments|
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?
Who manages/updates diredit?
Are there any special groups in diredit and what do they do? (e.g. Business Office, Mailers)
|Group Name||AD Name||Notable Access Granted||Commend|
Write down what portal applications are used by the unit.
|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.
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.
|Business Office 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