ITSS Operational Continuity Plan

Section VI: Recovery Team Plans

Function Name: Billing and Accounting

Description: Ensure responsible accounting, billing, and reporting of all ITSS funds in compliance with University fiscal policies and procedures.
Responsible Team and Plan: Accounting Team
Sponsor: Steve Patterson
Critical for: Business Support Services
Time to Failure: 12 weeks
Response Level: Moderate
Required Equipment: Campus telecommunications vendor services, campus telephone system, campus data network, central servers, individual staff office equipment.

Function Name: Classroom Technology

Description: Ensure access to a wide variety of classroom equipment and services in support of instruction at UMD.
Responsible Team and Plan: Classroom Team
Sponsor: Jason Davis
Critical for: Learning, Education, and Research
Time to Failure: 4 weeks
Response Level: Moderate
Required Equipment: Campus telecommuications vendor services, campus telephone system, campus data network, classroom equipment checkout area, ITV control and classrooms, general-purpose classroom technology, AV checkout equipment.

Function Name: Customer Service

Description: Simplify and/or combine the multiple inputs, outputs, processes and databases that are part of the way customers interact with ITSS. Work on a systems-thinking approach where all of these are considered a part of the whole. Continue planning, gathering customer and staff opinion, and generally thinking about ways that we can improve customer service.
Responsible Team: Customer Service Team
Sponsor: Jason Davis
Critical for: Business Support Services
Time to Failure: 3 weeks
Response Level: moderate
Required Equipment: None

Function Name: Desktop Support

Description: Improve planning and delivery of desktop support services for UMD faculty, staff and students, helping them to be successful and independent in their work with electronic information and computing applications.
Responsible Team and Plan: Desktop Support Team
Sponsor: Sally Bradt
Critical for: Learning, Education and Research
Critical for: Business Support Services
Time to Failure: 3 weeks
Response Level: Moderate
Required Equipment: Campus telecommuications vendor services, campus telephone system, campus data network, office servers, desktop maintenance repair area, office equipment in customer departments.

Function Name: Enterprise Systems

Description: Support and improve campus and department requests for information, training and reporting which use University legacy and enterprise systems as the reference for source data.
Responsible Team and Plan: Enterprise Systems Team
Sponsor: Steve Patterson
Critical for: Business Support Services
Critical for: Learning, Education, and Outreach
Time to Failure: 4 weeks
Response Level: Moderate
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, individual staff office equipment, networked printer.

Function Name: Faculty Technology

Description: Provide support for faculty, enabling them to use technology to enhance teaching, learning, and research as well as encouraging them to model effective and ethical use of technology for their students.
Responsible Team and Plan: Faculty Technology Team
Sponsor: Linda Deneen
Critical for: Learning, Education, and Outreach
Time to Failure: Days
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, help desk station, computer labs, office equipment in faculty offices, classroom equipment, webserver.

Function Name: Help Desk

Description: The ITSS Help Desk is the primary contact for the information technology problem reporting and technical assistance needs of the UMD campus community. The Help Desk serves as a liaison between our customers and the ITSS technical staff, monitoring and coordinating solutions to customer needs. Help Desk staff strive to ensure customer satisfaction by providing prompt, courteous, and effective support.
Responsible Team and Plan: Help Desk Team
Sponsor: Jason Davis
Critical for: Safety and Security
Critical for: Learning, Education, and Research
Critical for: Business Support Services
Time to Failure: 1 day
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, help desk station, network connection, PC or Mac with Netscape, radio, phone, cell phone.

Function Name: Human Resources

Description: Provide input to management on the issues that affect our most important resource - our staff members. Develop clear policies, procedures, and practices which enable ITSS staff to perform their jobs in a high-quality manner to the best advantage of the department and its customers.
Responsible Team: Human Resources Team
Sponsor: Jason Davis
Critical for: Business Support Services
Time to Failure: 3 weeks
Response Level: moderate
Required Equipment: None

Function Name: Planning and Management

Description: Effectively and efficiently plan, organize, direct, and control organizational resources in pursuit of organizational goals. Pay special attention to our most important resource, our staff members.
Responsible Team and Plan: Management Team
Sponsor: Linda Deneen
Critical for: Safety and Security
Critical for: Learning, Education, and Research
Critical for: Business Support Services
Time to Failure: 3 hours
Response Level: Highest
Required Equipment: Management personnel

Function Name: Network and Telecommunications Services

Description: Provide and maintain quality telecommunications and network products and services. Provide the campus wire and fiber backbone; the technical services related to the telecommunications area; and the connectivity to the telephone and computing equipment in offices, residence halls, and remote sites.
Responsible Team and Plan: Phone/Net Team
Sponsor: Dan Burrows
Critical for: Safety and Security
Critical for: Learning, Education, and Research
Critical for: Business Support Services
Time to Failure: 3 days
Response Level: Highest
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network,central servers, central printers, individual staff office equipment.

Function Name: Student Computing

Description: Design, implement, manage and improve ITSS funded student computing areas, which include Macintosh and Windows full access labs, and Sun, Windows and Macintosh general access computing areas. Assist in the daily management of and develop policies and procedures for these areas.
Responsible Team and Plan: Student Computing Team
Sponsor: Jason Davis
Critical for: Learning, Education, and Research
Time to Failure: 2 weeks
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, central servers, computer laboratory equipment.

Function Name: Student Supervision

Description: Coordination of student employment, hiring, discipline, training and orientation policies and practices for all student employees within ITSS.
Responsible Team and Plan: Student Supervision Team
Sponsor: Jason Davis
Critical for: Learning, Education, and Research
Time to Failure: 1 day
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, central servers.

Function Name: Computer Systems and Facilties

Description: Ensure access to computing resources for the UMD campus community. Provide an accessible and standardized set of system services by utilizing open-architecture and highly-integrated server platforms. Support distributed data bases, high-speed computing, distributed printing, and other large-scale services with high-speed access by using a variety of compute servers. Balance security and access to these systems for the UMD campus community.
Responsible Team and Plan: Systems Team
Sponsor: Dan Burrows
Critical for: Learning, Education, and Research
Critical for: Business Support Services
Time to Failure: 5 days
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, servers in central systems rooms.

Function Name: Training

Description: Improve planning, marketing, and delivery of technology training for faculty, staff, and students on the UMD campus.
Responsible Team: Training Team
Sponsor: Steve Patterson
Critical for: Learning, Education, and Research
Time to Failure: 10 weeks
Response Level: Moderate
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, computer labs.

Function Name: Web Services

Description: Develop, and facilitate development of accurate, well organized, and accessible technical documentation and other written information in support of ITSS and other UMD organizations.
Responsible Team: WWW Team
Sponsor: Sally Bradt
Critical for: Learning, Education, and Research
Critical for: Business Support Services
Time to Failure: 10 days
Response Level: High
Required Equipment: Campus telecommunications vendor services, primary campus telephone system, primary campus data network, web server; existing web site; new web pages (information from UMD Administration, ITSS Management, and others).