Change Procedures for the Computer Lab Environment

Categories

Break Fix, Feature request/update, software upgrade, quality update ( functional, but window pop up)

Impact Scope

Campus, All Labs, Lab/Classroom, Department, Single User, None

Urgency

Work Stopped, Work Impaired, Work Around, Working Normally (scope None)

Change Procedures

New Software Request

Other categories: Break fix, feature requests, upgrades, quality updates

  1. Require askit ticket for issue: askit@fortlewis.edu
    1. Detailed information including screen shots, error messages
    2. Troubleshooting steps performed
    3. Who is the key person to work with on this issue (not necessarily the person who reported the issue)
  2. Help Desk sets the initial categories, scope, urgency
  3. Systems will verify categories, scope, urgency
  4. Design solution/fix for the issue
    1. Use the new virtual machines to develop solution
  5. Test solution
    1. Use physical hardware in office to test
      1. Dell 3450 desktop computer (most widely used model in service)
    2. Virtual Lab (available summer 2024)
  6. Test Procedure
    1. Requirements
      1. Same vlan as lab computers
    2. Re-image computer
    3. Login as:
      1. Non-admin user
        1. Verify account m365 license etc.
        2. Launch application
          1. Verify:
            1. Launching
            2. Functions
            3. Licensing
              1. Accept or suppress ELA
            4. Expected behaviors
              1. No firewall pop-ups
            5. Software update requests
              1. Suppress
            6. Needs to interact with other program? Etc.
              1. (I.e. Adobe, can it print?)
    4. After verification of the solution
      1. Roll out solution to – Pre-Lab Test computer
      2. EBH 7 lab computer, that is physically in office not in lab
      3. Ring 1
        1. EBH7 Computer Lab (~10 computers)
        2. Multiple IT staff will login and test application or change using staff and test accounts
      4. Ring 2
        1. RL 01 Computer Lab (~20 computers)
        2. Multiple IT staff will login and test application or change using staff and test accounts
      5. Ring 3
        1. All of Reed Library lab computers (~100 computers)
      6. Ring 4
        1. All of EBH lab computers (~140)
      7. Ring 5
        1. ​​​​​​​​​​​​​​All of campus lab computers (~700)