ITOps: User Services - Unit Documentation - Template 2.0

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
Mailroom
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:

https://helptools.engrit.illinois.edu/tools/avtools/

https://it.engineering.illinois.edu/services/multimedia/av-media-room-list

Admin System Requirements

Software

Only list applications not included in the standard image.

Software

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
Faculty
Students
Other

File Shares

File Shares

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

Printers/Scanners

Printers/Scanners

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.

Networks

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

Networks

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 (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. cs-receiving@mx.uillinois.edu) 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 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. angrave@cs.illinois.edu points to angrave@illinois.edu).

EDE Aliases

All @illinois.edu aliases should have engrit-proxy@illinois.edu 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.

Sympa Lists

Record all lists located on the campus SYMPA server (lists.illinois.edu) 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. lists.cs.illinois.edu), link it here. Listmaster privileges to departmental SYMPA robots can be requested by emailing consult@illinois.edu

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

Apps

Write down what portal applications are used by the unit.

Portal Apps

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

Groups

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.

VIPs

VIPs

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

CRM

Basic CRM info is kept updated here.

Add CRM information

Section for CRM to add info

Please list unit expectations for CRM meetings/interactions