OHSU

IT Support

The Information Technology Group provides computing and communication support for OHSU's academic, research, business, and healthcare projects.

ITG's support for computer hardware and software is as follows:

Hardware

  • Standard Hardware
  • Non-Standard hardware

Software

  • Four support levels

Help Desk consultation

  • Incident ticket priorities and response times


Hardware

Standard hardware has been approved for use on the OHSU network and is fully supported by ITG.
Non-Standard hardware (or IP-Only hardware) is used in special circumstances and is the responsibility of the department that purchased it.


Standard hardware

  • ITG ensures that standard computers are compatible with approved operating systems, core applications, and network software.
  • Access to common network file and print services.

Non-Standard hardware

  • An analyst may be dispatched to resolve installation problems.
  • There is no guarantee that non-standard computers will be compatible with approved operating systems, core applications, and network client software.


Software

ITG provides the following software to OHSU employees:

  • A suite of office applications and an email and calendar software
  • Administrative, patient care, and library reference software
  • Online OHSU phone directory
  • A Web browser

Applications are chosen on the basis of:

  • Overall utility
  • User demand
  • Fit within the OHSU computing environment
  • Amount of support ITG can provide with current resources
  • The ability of vendors to provide ongoing support

Four support levels

  • Full support: Installation and feature support, Help Desk consultation, documentation, training
  • Partial support: Limited installation and feature support, Help Desk consultation
  • Installation-only support: Help with installing licensed software.
  • No support: Requests for problem resolution or consulting are directed to the user who installed the software. The product may not work in OHSU's computing environment – no interfaces will be created to improve its usability. The product may not be compatible with other OHSU-supported products – no conversion aids or other resources will be provided by ITG.

Feature support: Answers to questions such as "How do I format a cell in my spreadsheet?" Limited feature support is available by calling the Help Desk. Extensive feature support is available to employees who have taken a related course through IT Training.

Documentation: Available on the ITG website and through the Knowledge Base. Course manuals are also available through TrainingForce.  

Network support for standard-build applications is as follows:

  • The product is kept current with respect to fixes and updates, except when the fixes or updates are unstable or create system problems as a result of their implementation.
  • Software bugs are reported to the vendor and any resulting fixes are applied, if made available by the vendor.
  •  Any interfaces required to integrate the application with other fully supported products are kept current.
  • Network installers are made available either via a network shared drive or via the Web.


Help Desk Consultation

For hardware and software support, contact the Help Desk (503-494-2222).

On-Call support is available after hours for access to critical applications by calling the Help Desk at 4-2222. Feature assistance and password assistance are not available (unless otherwise noted). Onsite assistance is available for critical patient care areas.

Technicians are dispatched to departments to resolve issues that cannot be resolved on the phone or via email. The standard priority set for all tickets for fully supported services will be Priority 3 (See below for a definition of ticket priorities).

Incident ticket priorities and response times

Priority

Response Time*

Max time to resolution*

1 - 911
Patient care is directly affected

Call-back from ITG within 15 minutes and immediate service.

12 hours

2 - Urgent/Mission Critical
Enterprise business application is affected

Call-back from ITG within 30 minutes and remote or on-site service within 1 hour

12 hours

3 - Normal

Call-back from ITG within 4 hours and remote or on-site service within 48 hours

10 business days

4 - Maintenance

Call-back within 48 hours and remote or on-site service within 21 business days

28 business days