Information & Communication Technology Services (ICT)
1. UFH-SCM-01/2016

Provision of Student Accommodation to the University of Fort Hare in East London campus

Bid Status: Finalised
Year : 2016
2. UFH-SCM-02/2016

Supply, Delivery, Installation and Commissioning of Cisco switches, Fortigate Firewalls and Configuration of Equipment in Alice  and East London to Function according to requirements in the University requirements

Bid Status: Pending
Year : 2016
3. UFH-SCM-04/2016

The Upgrade of Bulk Water Infrastructure

Bid Status: Finalised
Year : 2016
4. UFH-SCM-05/2016

The Provision of External Audit Services to the University of Fort Hare over a period of three years, renewable annually

Bid Status: Finalised
Year : 2016
5. UFH-SCM-06/2016

Provision of ICT Installation in respect of the Collaborative Library Project

Bid Status: Pending
Year : 2016

The ICT Operations portfolio is responsible for the daily management and administration of all ICT related entities on all three campuses.  This operation generally covers any communication device or application which encompasses computer and network hardware, software, telephony, as well as the various services and applications associated with them, such as videoconferencing and distance learning.

 

In adopting ITIL principles, ICT Operations aims to enable staff and students to achieve the high standards required to meet the challenges of the competitive world, and to pursue the strategic goals and objectives of the University Of Fort Hare.

 

Support for Staff & Students

Central to these objectives is the Service Desk which provides a single point of contact for all levels of computing and networking services available to UFH users.There are three “walk-in” Service Desks, one being in the Main Building in East London, one in the Great Hall in Alice and another in the Chemistry Building, also in Alice.  The Service Desk can be contacted on the following numbers:

 

Tel: 040 602 2250 (Alice)
Tel: 040 608 5313 (Bisho)
Tel: 043 704 7010 (East london)
The email address is helpdesk@ufh.ac.za

The Service Desk aims to resolve 70% of all calls telephonically or by using Lync remote access software.  Should this not be possible, your call will be escalated to a technician who will visit the user on site.

Standard working hours are 8:00 am to 4:30 pm Mondays to Fridays excluding public holidays.

 

 

ACCESS TO IT SERVICES

This service provides students, staff and visitors with a unique username and password to access IT services for the duration of their time at the University. This includes advice on logging in, changing passwords and obtaining access to services

This service includes:

  • A unique username and password for all authorised users of University ICT services.
  • Liaising with business areas to determine rules governing identity management and access to ICT services
  • A process for the automatic creation of accounts and provisioning of access for University staff and students
  • A process for the creation of accounts for visitors
  • Processes for the disabling of accounts and of access to ICT services
  • Advice and troubleshooting of inquiries and issues relating to accounts and access to ICT services
  • Referral and escalation of access issues
  • Management of data between enterprise and identity systems based on defined business rules.
  • Managing authentication systems to ensure data and service access is appropriate for business requirements

This service does not apply to:

  • Access to Blackboard
  • Access to other specialised software managed by departments

 

DESKTOP & MOBILE COMPUTING

This service provides support for hardware and other peripheral devices for the duration of the lifecycle of the device, provided the equipment is on the University’s asset register.  The service is for staff, students and visitors

This service includes:

  • Determining the hardware requirements of users and managing the procurement process with preferred suppliers
  • Installation and maintenance of hardware, software and operating systems on desktop, laptop and other mobile devices
  • Installation of peripheral devices
  • Software and hardware upgrades
  • Virus checking and patch management
  • Management of a standard operating environment for all teaching facilities and laboratories
  • Diagnosis and logging of incidents or problems for all users and equipment

This service is not available for:

  • Personally owned computers or devices
  • Computers that do not comply with the standard operating environment of the University
  • Computers or devices that are not in the catalogue of standard university hardware
  • Any equipment that is not the property of the University of Fort Hare

 

ELECTRONIC MAIL

This service provides individual and group email services and includes spam and virus filtering.  The service is available for all staff and students.

 

This service includes:

  • The automatic creation of mailboxes for all users on the UFH domain
  • The setup of Outlook Mailboxes for staff on their desktop and\or mobile devices
  • The provision of Webmail Mailboxes for students and staff
  • Quota allocations for students and staff
  • The creation of mailing lists for academic and administrative purposes

 

 INTERNET ACCESS

This service provides all staff and students with Internet access and includes web filtering consistent with the University’s security policy.

This service includes:

  • Access to the internet from all three campuses
  • Troubleshooting by Service Desk Analysts for staff and students for issues related to web browsing and proxy configurations
  • Tracking of internet usage
  • A process for users to apply for exceptions to web filtering content
  • Monitoring and managing bandwidth
  • Managing and maintaining all infrastructure necessary to deliver the service

 

 

ELECTRONIC FILE STORAGE

This service provides staff, students and groups with secure storage space for electronic data

This service includes:

 

  • Provisioning of individual and group file storage with applicable quotas
  • A process for creating group file storage and sharing by request
  • A process of safely archiving all the University’s intellectual property
  • Server based virus scanning
  • Capacity and usage monitoring

 

 

REMOTE ACCESS & WIRELESS SERVICES

This service provides a secure wireless network on all three campuses and enables authorised users to connect to the university network from local and remote locations using VPN and EduRoam

This service includes:

  • Advice on wireless configuration
  • Provisioning of EduRoam access
  • Troubleshooting and connectivity issues escalated from the Service Desk
  • Managing wireless and authentication infrastructure across all campuses
  • Support for student residences in Alice and East London

This service is not available to:

  • Devices that do not comply with the standard operating environment of the University
  • Unauthorised users who are not associated with the University

 

TELEPHONY SERVICES

This service provides telephone services for internal and external calls and supporting services such as voicemail

The service includes:

  • Switchboard Services
  • Infrastructure maintenance and upgrade
  • Cabling to desks and wall points
  • Procurement of hand sets
  • Configuration of hand sets
  • Changes to support movement of staff in the workplace
  • Allocation of Security Pin numbers to all authorised users
  • Changing and re-setting of telephone pin numbers when necessary
  • A process assigning departmental budget allocations to individual users
  • A process providing monthly departmental telephone costs
  • Setting up Tele-Conferences on request

 

ENTERPRISE RESOURCE PLANNING SERVICES

This service provides access to ITS for staff and students through various portals, for the purpose of management and administration of all financial, academic and personnel data

The service includes:

  • A process for creating new user accounts with the appropriate authorisation
  • A process for modifying access options with the appropriate authorisation
  • Keeping records of such changes
  • Resolve user problems where possible or escalate to ITS if necessary
  • Identify areas of training
  • Ensure system maintenance processes occur regularly
  • Notify users of downtime

 

TEACHING FACILITIES & STUDENT LABORATORIES

This service provides for the maintenance and upgrade of all technical equipment and ensures a standard operating environment for all teaching facilities and laboratories

The service includes:

  • Creating and deploying standard laboratory images to all open access laboratories, teaching venues and some dedicated departmental laboratories
  • Maintaining all hardware in these venues including data projectors, microphones, presentations systems, pc’s and or laptops
  • Maintaining the network infrastructure in these venues
  • Assisting UFH users and visitors with setting up equipment if necessary

This service does not include issues related to:

  • Air conditioning
  • Venue set up
  • Provision of remote control devices or batteries
  • Security of venues
  • Booking of venues

 

VIDEO CONFERENCING

 

This service provides the technology which enables people in two or more locations to communicate simultaneously via video and audio transmissions

The service includes:

  • Maintenance of all units on the UFH campus
  • Maintenance of the infrastructure supporting the units
  • Installation of Microsoft Lync which enables real-time presence between any number of compatible devices
  • Assistance with setting up video conference sessions if necessary

The service does not include:

  • Booking of venues
  • Setting up venues

 

WEB DEVELOPMENT SERVICES

 

Web Development Services

This service provides multifaceted functionality for everyday use on the WWW or intranet including SharePoint

The service includes:

  • Configuration and maintenance of the Web Server
  • Maintenance and updating the UFH internet and intranet sites
  • Ensuring the security of the site
  • Managing access and security to Share Point services

 

This service does not include:

  • Content development
  • Graphic and Web design

 

SERVICE DESK

 

This service provides a single point of contact for all queries, incident requests or problems relating to Information, Communication and Technology

 

The service includes:

 

  • Logging and prioritising all requests made via telephone, email or personally
  • Assigning the requests to the appropriate consultant
  • Escalating service or incident requests when necessary
  • Liaising between consultant and user on status of request
  • Liaising with third party suppliers
  • Advising all users on the UFH domain of service disruptions
  • Ensuring all software licensing is current
  • Maintaining the departmental Service Catalogue
  • Resetting of password or pin numbers for both staff and students
  • Creating new user accounts for students
  • Creating staff and students cards
  • Configuring staff and student wireless access

 

NETWORKING SERVICES

 

This service provides for the maintenance, development and expansion of the university network on which all ICT services depend

 

The service includes:

  • Maintenance and upgrade of all servers and services listed below:
    • Authentication
    • Directory Services
    • Dynamic Host Configuration Protocol
    • DNS
    • Electronic Mail
    • Network File System
    • Web Hosting
    • Simple Network Management Protocol
    • Installation and Maintenance of all Wireless Access Points on all three campuses
    • Network Design and Development
    • SAN
    • VMWare