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LAITS staff assist units with the management of building wired and wireless networks. Our team supports departments with moves/adds/changes, troubleshooting, managing cabling and hardware work orders, and network lifecycle and budgeting. We assist units with provisioning and troubleshooting phones, updating caller ID, provisioning and resetting voicemail.

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• LAITS Staff do not respond to individual WAP outages: those should be escalated to ITS-Networking by a ServiceNow Incident

Device Management

• Switch Management

• Routers

• Wireless

• VLANS / Subnets

• DHCP / Static IP configuration

• VPN Access

LAITS Staff can assist with:

• Activate and deactivate network ports (ACOs) upon request

• Troubleshoot Ethernet ports

• Troubleshoot VoIP phones

• Troubleshoot fax lines

• Troubleshoot IP Clocks

• troubleshoot printer connections

• Provide Static IP and DNS hostnames for

  printers

  all devices upon request

• Change the VLAN or subnet of a port/ACO upon request

• Configure DNS hostnames upon request

• By default, staff will add new ports to a standard subnet, unless other instructions are given

  otherwise

  • DHCP is standard

  • Static IP addresses may be requested

• Configure small firewall devices, if needed

  • must be purchased by the customer

• LAITS Staff do not:

  • Monitor or Restrict network activity; the UT ISO scans for security

    threats

    threats

  • Provide unauthorized access to network equipment/closets to unauthorized parties

  • Run cables under doorways or through ceiling tiles

  • Permanently

    'daisy chain' on any network devices

    • i.e. connecting a computer to the port in the back of a phone, rather than to a dedicated port

Maintenance 

• Staff regularly disconnect network ports that have not had activity for over

  90

  180 days

• Maintain

  switch

  wall port records with ITS, including cable locations and wall port names

• Upgrade network equipment software after updates are released from ITS (does LAITS want to be on the hook for this?)

• Send outage notifications to specified departmental contacts

LAITS Staff do not:

• Allow active, unused ports in public areas

Network Hardware

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• Staff liaison with ITS-Networking and Telecommunication planning and budgeting to

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• estimate the cost of network hardware replacement.

• Identify network hardware eligible for replacement

• Send budget estimates upon request

LAITS

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does not:

• Pay for hardware

• each department is responsible for keeping hardware up to date

• Support hardware past the vendor's end-of-life; this is enforced by ITS-Networking and Telecommunication

Infrastructure

• Adding

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• new cables or wall ports refers to the process of putting a network port where one does not currently exist.

• Meeting ITS standards and costs related to pulling cables, are the responsibility of the requesting unit.

• ITS able Cost Estimator: https://ut.service-now.com/utss/KAhome.do?number=KB0011031

• Staff will Coordinate work orders for new cables on behalf of customers (

  Fee

  ITS fee involved)

  • Log Work Order (WO) numbers in the ServiceNow Ticket

  • Implement temporary workarounds if a cable is needed immediately

  • install temporary network hubs

  • create temporary 'daisy chains'
  create temporary cables runs in non-ideal locations (over/under doors, etc.)

LAITS Staff do not:

• Pull cables - this must be done by ITS or contractors

• Provide a limited suppy of cables if needed Provide free cables or equipment

  • if a workaround is used, LAITS supplies the temporary equipment/cables

Staff Onboarding Service

1. Key and BACS Access Requests

2. Deploy a new phone or line

3. Update Caller ID

4. Reset voicemail PIN

5. Printer set up

6. Request an Ethernet cable

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