College of FAA, Documentation, Canned Responses, Surplus Device Support

Overview

Response tree concerning support requests for devices originating from Surplus.

What is Surplus?

Surplus is campus-wide equipment redistribution service run by OBFS (details are available via the Surplus Website). Though they traffic in all types of university equipment, our concern relates to their inventory of desktop computers, laptops, printers, monitors, and related peripherals.

Why don't we typically support devices from Surplus?

Most IT-related items that have been transferred to surplus are there for a good reason: i.e. they are already compromised in terms of functionality or quality. This makes supporting these devices anywhere from difficult to impossible. For details on minimum recommended hardware configurations, please review the following: New to Campus, Recommended Computer Configurations

What to look for:

We see requests of this nature in a few formats. Most often, a staff member, faculty member, or graduate student;
  • Submits a MAC Address Reservation Form for a university-owned machine that is not on our inventory.
  • Submits a ticket asking for help installing an Operating System on a mystery machine.
  • Notifies us that they've picked up a Surplus machine, but can't get it to 'work'.

Initial Response:

The Campus Surplus Warehouse (operated by OBFS) offers desktop computers, laptops, printers, monitors, and peripherals that departmental units have relinquished in favor of newer devices.

If an item has been picked up from Surplus, Technology Services at FAA will briefly evaluate it’s use, but are not likely in a position to support it going forward. It is our experience that the majority of items have been transferred to surplus for a good reason: i.e. they are already compromised in terms of functionality or quality.

Technology Services at FAA encourages units to work with our office to identify reliable hardware whenever possible. In the future should you have a technical need, please let us know and we’ll do our best to put the right equipment in your hands. For now please reply with the Make / Model and / or serial number of the device, or provide a good time and place for us to evaluate the machine.

 If we Choose to Support it:

We've confirmed that the [ ] you've picked up from Surplus meets our minimum hardware requirements. Going forward you have three support models to choose from:
  • Option 1) Fully-Managed:
    • IT installs the OS + packaged software
    • IT installs management tools on the machine
    • Support-wise: IT supports the OS, campus software, campus printing, etc.

  • Option 2) Semi-Managed:
    • IT installs the OS + packaged software
    • IT installs management tools on the machine
    • The customer requests “Super User” (SU) administrative access, allowing them to co-manage the computer.
    • Support-wise: IT supports the OS, campus software, campus printing, etc. The customer self-supports any software or hardware they install on the machine.

  • Option 3) Unmanaged:
    • IT treats the machine like a personally-owned, non-UIUC machine: the customer installs and self-supports OS, software (some of which can be downloaded or purchased from Webstore), etc. IT assists the customer with requesting that the machine’s MAC address is registered for on-campus use (if needed) but beyond that IT will defer support to the Technology Services at Illinois Help Desk (who, in their capacity as the campus-wide help desk, do offer some support for personal / non-UIUC machines).

 If we Choose Not to Support it:

Unfortunately our evaluation of the [ ] you selected at Surplus has confirmed that it does not meet our minimum hardware requirements, and is therefore ineligible for support. [PROVIDE SPECIFICS, AND WHETHER OR NOT MAKING A PURCHASE (SUCH AS ADDITIONAL RAM) WOULD MAKE THE DEVICE ELIGIBLE FOR SUPPORT]

Should you prefer assistance with identifying a new machine for purchase, please let us know.



Keywords:surplus   Doc ID:71191
Owner:Michael C.Group:University of Illinois Technology Services
Created:2017-03-01 12:15 CDTUpdated:2018-09-04 16:12 CDT
Sites:University of Illinois Technology Services
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