1. Service Catalogue

Description	Category	SLA
Service Desk & Support for Foundation Services: 1. Level., SPOC, Ticketing System, Documentation)	Service Desk & Support	Foundation
Email/Calendar (Mailbox, Mailing List, Ressource and Shared Mailbox)	Email / Calendar	Foundation
Identity Management (User Account, Guest Account)	Identity Management	Foundation
Consulting	Consulting	Foundation
Printing: Printer Ordering (according to ETH Printing Services)	Infrastructure	Foundation
Printing: Print Queue Connection (according to ETH Printing Services)	Infrastructure	Foundation
Telephone/UCC: Order new Telephone/UCC Connection	Infrastructure	Foundation
Mobile phone: Configuration, connection to ETH ressources	Mobile	Foundation
Network Management (on Infrastructure Level, Firewall and Network)	Network	Foundation
IT-Security & ETH IT Policies Compliance (on Infrastructure Level, Firewall and Network)	IT Security & Compliance	Foundation
Storage Ordering Support	Storage	Foundation
1.Level-Support for Collaboration-Tools (Teams, Zoom, Sharepoint …)	Collaboration	Foundation
Active Directory Support on Organizational Level (without Access- & Group Policies Management)	Infrastructure	Foundation
Service Desk & Support for Common Services: 1.+2. Level., SPOC, Ticketing System, Documentation)	Service Desk & Support	Common
Modern IT Workplace (Win, Mac, Ubuntu) fully integrated into ETH environment	Client Lifecycle Management	Common
Device & Software Evaluation	Client Lifecycle Management	Common
Device & Software Procurement	Client Lifecycle Management	Common
Device & Software Configuration	Client Lifecycle Management	Common
Device & Software Deployment	Client Lifecycle Management	Common
Device Maintenance / Updates / Patching	Client Lifecycle Management	Common
Device Monitoring	Client Lifecycle Management	Common
Device & Software Support	Client Lifecycle Management	Common
Device Warranty & Repair handling	Client Lifecycle Management	Common
Device Disposal	Client Lifecycle Management	Common
Hardware Inventory	Inventory	Common
Hardware & Software Procurement	Procurement	Common
Hardware component exchange (RAM, HD, GPU, PCI-Cards)	Client Lifecycle Management	Common
Hardware & Software Evaluation	Evaluation	Common
2.Level-Support for Collaboration-Tools (Teams, Zoom, Sharepoint …)	Service Desk	Common
Active Directory Management (User-, Rights-, Access-Management )	Access Management	Common
Group Policy Management (Control of Windows User- and Computer-Accounts)	Access Management	Common
Setting up a local admin account for managed computers	Access Management	Common
Client Setup (Configuration, Software)	Engineering	Common
Employee Onboarding	Identity Management	Common
Employee Offboarding	Identity Management	Common
IT-Solutionengineering (new Systems & Services)	Engineering	Common
IT-Project Support	Consulting	Common
Training (Hard- and Software)	Training	Common
Event Support (technical)	Events	Common
Telephone/UCC: Installation, Configuration	Infrastructure	Common
Firewall Configuration	Infrastructure	Common
Network Management	Infrastructure	Common
IT-Security & ETH IT Policies Compliance (on Device Level)	IT Security & Compliance	Common
Storage Management (folder structure-, user-, rights-, access-management for NAS, CDS, LTS offered by ETH ITS)	Storage	Common
NAS Backup & Restore	Storage	Common
Client Backup Ordering & Management	Storage	Common
Printing: 1. Level Support & Configuration (only ETH ID Devices)	Infrastructure	Common
Maildomain setup (only if hosted at ETH: Ordering, MX-Records, SPF-Record)	Hosting	Common
Webdomain setup (only if hosted at ETH: Ordering, DNS-Records)	Hosting	Common
Custom Solutions (anything not in foundation or common)	Additional	Additional
Student-Room Lifecyle Management (see Common Client Lifecyle Management)	Additional	Additional
Non-Standard Server Lifecycle Management (see Common Client Lifecyle Management)	Additional	Additonal
Non-Standard Device Lifecycle Management (see Common Client Lifecyle Management)	Additional	Additonal

Foundation Services

• • Costs are already covered by the department. No additional fee/invoice

• Basic services available for every user at the department

 

Common Services

• • Focus of Common Services is commodity IT management for group’s staff (Professor, Scientific. Empl., Ph.D., admin-/techn.-Staff)
  • Common Service is offered per group, provided that the ISG manages all its commodity devices
  • For detailed devices description see: https://www.it.mavt.ethz.ch/computer-installation
  • Includes Foundation Services
  • Costs are calculated on the groups average FTE per year
  • For a detailed cost calculation please contact the departement’s controlling

 

Additional Services

• • payed by professorship

• Focus on non-staff computers and computer rooms
• Computer Room = Calculated costs / p.a.*
• Custom service provided by ISG CxS-MAVT = Calculated costs / p.a.*

*Costs calculated by estimated effort and complexity of the tasks.

 

2. Terms and Conditions

2.1 Support of services which are not part of the ETH ID service portfolio

If a service (e.g. NAS, Web-, Mail-Hosting, printing, multimedia installations etc.) is already offered by the ETH IT Services and covers the requirements, we will offer this instead of building an individual/external solution. ID CxS-MAVT generally only supports services from the ETH ID service portfolio. For all other services, we offer assistance according to “best effort” within the scope of 1st level support. The responsibility for administration, management and compliance with IT security in accordance with the ETH guidelines lies solely at the customer for the use of services which are not part of the ETH ID service portfolio.

 

2.2 Services which are not provided by ISG ID CxS-MAVT

Services of other Service Owners (NAS, printers, server/web/mail hosting, multimedia installations etc.) may cause additional costs. The customer will get a separated invoice for those services at the end of the year.

 

2.3 Policy for reinstalling/maintenance/disposal of old computers

• Workplace: Only if not older than 4 years
• Student rooms: Only if not older than 5 years
• Labs: Only if not older than 6 years
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• 2.4 Devices age

Devices which are older than the above mentioned standard value will not be managed by us anymore. We recommend to replace the device. Otherwise the customer has to manage the device by her-/himself and is responsible for the device. Justified exceptions (for e.g. if no replacement is available) are possible.

 

2.5 Hardware purchases

If you are planning a new purchase that is to be managed by the ISG-MAVT, please always inform servicedesk@mavt.ethz.ch before you buy the device. We will then consult you, make a recommendation and in most cases will be able to order it for you. This way unnecessary effort for everyone can be easily avoided and it is ensured that we can manage the device for you. For orders that were not initiated by ISG-MAVT, ISG-MAVT cannot provide warranty processing, including packing and shipping.

We can only guarantee support and management for business devices from:

 

• Apple
• Lenovo
• Microsoft
• HP
• DELL
• Dalco AG
• JOULE Performance
• Fujitsu
• Asus

 

Important:

• If the final OS is MS Windows always a preinstalled MS Windows license has to be ordered with the device
• Any device has to be ordered with 3 years premier / onsite vendor support   
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• 2.6 Device management

ISG manages the customer workstations (Windows, macOS, Ubuntu). This is the only way to guarantee all services (updates, security, software installation, 2nd level support, etc.). This requires a device setup by ISG.

 

2.7 Access and Group policy management

Administrative access for Active Directory Management (User-, Rights-, Access-Management ) is:

• exclusively by ISG
• changes will be processed by ISG according to customer request

 

Administrative access for Group Policy Management (Control of Windows User- and Computer-Accounts) is:

• exclusively by ISG
• changes will be processed by ISG according to customer request
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• 2.8 If Using an unmanaged Device (ETH financed) or “bring your own device” (BYOD, privately financed)

In this case:

• ISG does not manage BYOD devices (=privately financed devices)
• The user himself is responsible for compliance with the security guidelines
• No automatic connection to network drives
• No automatic connection to printers
• No software installation by ISG possible
• Device will not be in the HW inventory of managed devices of the group
• Without VPN only limited access to the ETH network
• No disposal by ISG of the device
• No repair and warranty processing by ISG for the device
• The device does not meet the standard setup of the managed devices (other software, other settings which may lead to problems)
• No Use of ETH-Account to authenticate on the ETH-Domain, no ETH single sign on possible
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• 2.9 Software-Installation

Software available via IT Shop should always be installed by ISG. Simply create a ticket with your request.
Software not available via IT Shop can be self-installed by the user. If needed, ISG will grant the user an account with administrative access at the request of an authorized person.

Licence-Management:

• The group respectiv user is responsible to own valid licences
• Purchased licences can be viewed by the Budget Owner and Officer in ETHIS. The user can see it in IT Shop
• ISG does neither purchase licences nor manage them, because in general licences are personal

 

2.10 Collaboration-Tools Support

For collaboration-tools offered by the ETH IT Services (like Teams, Sharepoint, Confluence, Wikis etc.) we take care of the flawless operation on the clients managed by us and offer 1. level support. User-, Access-, Design- and Structure-management is the responsibility of the customer (usually the customer’s IT coordinator). We will help finding support for those tasks if needed.

 

2.11 Role of IT coordinator (IT contact)

It is highly recommend to nominate an group internal IT coordinator:

• Is a member of the group
• Knows and communicates the needs of the group regarding hardware, software and IT services
• Acts as a link between group members and IT services group (ISG)
• Organizes and communicates IT-relevant projects for the group in coordination with IT services group (ISG)
• Makes decisions regarding the group’s IT within his competencies
• Is the first point of contact for the IT services group (ISG) for all IT-related concerns affecting the group
• Makes mainly strategic decisions
• The estimated effort for the role of IT coordinator is 15% of a FTE (Full Time Equivalent)
• In general ISG cannot perform the role of IT coordinator due to the resources required (exceptional cases would require a special SLA)

 

2.12 Admin-Rights

A local admin account can be requested. It will be granted after approval by the IT Contact of the group.
Due to IT security reasons admin rights will not be granted to ETH-User Accounts which have access to the ETH domain.