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Custom applications are to support essential EMU business processes. 

Faculty and staff can submit a request for a custom application. Each request will be reviewed and processed. Not all requests will be approved.

Submit a request



Service Attributes

Service Category

IT Support Resources

Service Name

Application Development

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

Application Development

Applications

Source Code Management

IS Initiatives

  • IS contracts with vendors to safely recycle used equipment

  • IS makes extensive use of server virtualization, a technology that saves energy by reducing hardware requirements.

  • IS purchases computers and monitors that are rated highly for their energy conserving qualities.

  • The technology vendors used by EMU are committed to using conflict-free resources. See Conflict Free Campus Initiative.

  • IS has standardized on recycled paper in the computer labs and recommends departments use recycled paper.

  • IS has standardized on duplex printing.

  • IS has implemented settings to automatically hibernate computers after a period of inactivity.

  • IS cascades computers to maximize their usefulness to EMU.

Power Management Standard

Service Attributes

Service Category

IT Support Resources

Service Name

Creation Care

Audience

Faculty, Staff, Students, Affiliates, Guests

Service Cost

There is no charge for this service

Managing Team

User Services

Network Systems

Applications

There are no supporting applications associated with this service



EMU procures and administers technology systems and components centrally. IS should be included in any discussion to procure technology. 

EMU provides the following equipment for all EMU employees

Computer

Keyboard (wired)

Monitor

Mouse (wired)

Mouse Pad

Multi-Function Device

In a central location

Telephone

Voicemail

Department funded equipment, IS purchases

Chromebook

Digital Sign

Fax

Laptop

Microphone

Monitor Stand

Monitor (2nd)

Projector

Speakers

Tablet

Telephone Hands-free Headset

Webcam

Wireless Keyboard

Wireless Mouse












Service Attributes

Service Category

IT Support Resources

Service Name

Hardware Procurement

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

User Services

Applications

There are no supporting applications associated with this service


Location

The Helpdesk is located on the lower level of Hartzler Library: 

View on Google maps

Contact

You can contact the Helpdesk several ways:

  • portal: emu.edu/helpdesk
  • email: helpdesk@emu.edu
  • phone on campus: 4357 (HELP)
  • phone off campus: 540-432-4357
  • stop by: The Helpdesk is located on the lower level of the Harzler Library

Hours

Starting Fall 2019, Helpdesk will be open 8-5 Monday-Friday. Walk-in service will be available 9-12 & 1-4. With this reduction in walk-in availability, we encourage setting up an appointment. 

Request a Helpdesk Appointment

Service Level Agreement (SLA)

SLAs document an expected level of support provided by Helpdesk.

Service Level Agreement

Prioritization Levels

Personal Devices

Helpdesk staff have limited time resources, we are not able to assist with personal devices.

Remote Support

We utilize Splashtop SOS for Remote Support.

Remote Support

Emergency problems

During regular business hours, report computer related emergencies or outages to the Helpdesk. 

Outside normal Helpdesk hours: IS technicians are available for incidents of extreme emergency. If you believe the problem you are encountering warrants bringing a technician on campus (from as much as 15 miles away) you may call the IS emergency number (on campus 4541,  off campus 540-432-4541). You will be prompted to leave a voicemail and a text message will be sent to a member of Information Systems who will decide what type of emergency assistance is needed.


Service Attributes

Service Category

IT Support Resources

Service Name

Helpdesk

Audience

Faculty, Staff, Students, Affiliates, Retirees, Guests

Service Cost

There is no charge for this service

Managing Team

User Services

Applications

Jira Service Desk, Confluence




Information Systems provides consulting on leveraging EMU technologies.

Consulting can include but is not limited to:

Audio Visual

Data Management

Data Security

EMU Applications

Google

Hardware

MS Office 365

Software

Workflow




Service Attributes

Service Category

IT Support Resources

Service Name

IT Consulting

Audience

Faculty, Staff, Students

Service Cost

There is no charge for this service

Managing Team

Information Systems

Applications

There are no supporting applications associated with this service

Information Systems can provide training on some of EMU technologies.

25Live

Audio Visual

Google

Hardware

Infomaker

J1

Moodle

MS Office 365

Panopto

Zoom























Service Attributes

Service Category

IT Support Resources

Service Name

IT Training

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

Information Systems

Applications

There are no supporting applications associated with this service




Service Attributes

Service Category

IT Support Resources

Service Name

Lancaster Helpdesk

Audience

Lancaster Faculty, Staff, Students, Affiliates, Guests

Service Cost

There is no charge for this service

Managing Team

User Services

Applications

There are no supporting applications associated with this service



Several IS staff have been trained in project management principles. When IS is involved with implementing hardware or software, they will provide project management for the implementation.

Service Attributes

Service Category

IT Support Resources

Service Name

Project Management

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

Information Systems

Applications

Jira Service Desk, Teamwork




Student Information Systems provides reporting services to assist faculty and staff with retrieving J1 data. You can request a report at: Request a J1 Report


Service Attributes

Service Category

IT Support Resources

Service Name

Reporting Services

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

Student Information Systems

Applications

Infomaker, SSRS




Software at EMU is centrally managed. IS will assist with negotiations, acquisition and management of licenses. By having central management, IS is able to advocate for strategic solutions that brings the most benefit to EMU.

Here is the process for software purchases:

  1. Contact IS to see if its something we already own
  2. Include IS in demos of the software
  3. Develop a proposal including information on how the software will bring value to EMU and how it will be funded
  4. Present the proposal to the Software Task Force
  5. A decision will be made by the Software Task Force

Once the software is approved IS will negotiate, purchase the software and work with you to develop an implementation plan.

Service Attributes

Service Category

IT Support Resources

Service Name

Software Procurement

Audience

Faculty, Staff

Service Cost

There is no charge for this service

Managing Team

User Services

Applications

There are no supporting applications associated with this service