Benefits | What’s Included | Support

WashU IT provides the Basic Information Technology (BIT) Bundle Service to campus departments. It provides basic IT support across all faculty, staff, researchers, and providers at WashU, regardless of campus or mission affiliation.

Benefits

  • Easy-to-use service with seamless access available anywhere at any time
  • Consistent support and computing experience
  • Collaboration opportunities and tools
  • Adherence to University security requirements and visibility into compliance
  • Documented and measurable Service Level Expectations
  • Self-service tools to meet the needs of independent users

What’s Included

Included & Fully Supported with the Service

WashU IT will guarantee issue resolution and seek additional help where needed for included and fully supported service offerings.

  • IT Service Desk (Help Desk): One phone number to call for IT support. WashU IT Managed Device troubleshooting over the phone. If they’re unable to help, they will escalate to someone who can.
  • Tier 2 Troubleshooting (In Person/Deskside): Technology support for break/fix or requests that require Tier 2 expertise, provided remotely or in-person at a WashU Campus location.
    • WashU IT Managed Device advanced troubleshooting
    • Providing hotspots on campus during network outagesInstallation of new software packaged via WashU IT enterprise
    • Desktop and laptop hardware repair, managed and under OEM warranty
    • WashU IT packaged desktop software, troubleshooting, and repair
    • Connecting managed devices to the WashU managed network (wired/Wi-Fi)
  • Fully managed and equipped workstations on up-to-date Windows and Macintosh platforms:
    • Supporting desktop and laptop computers pre-loaded with WashU software and up-to-date operating systems (“n-2” major version) to ensure a safe, secure, compliant computing environment with minimal risk of exposure or information loss
    • Repair of managed desktop and laptop hardware while under OEM warranty
    • WashU IT packaged desktop software troubleshooting and repair
    • Installation and troubleshooting of standard and included WashU IT Windows and Mac software
    • OS updates (automated where available)
    • Self-service tools for requesting new hardware and software
    • Loaner equipment for international and domestic use
Limited Support with the Service

Although WashU IT cannot guarantee resolution for service offerings with limited support, we may be able to provide additional troubleshooting or “best-effort” assistance, depending on the circumstances.

  • IT Service Desk (Help Desk): Non-WashU IT Managed device support
  • Tier 2 Troubleshooting (In Person/Deskside):
    • Non-WashU IT Managed device troubleshooting
    • Support for End-user departmental applications
  • Fully managed and equipped workstations on up-to-date Windows and Macintosh platforms:
    • Installation and application troubleshooting of non-standard software or software not included in the WashU IT Windows and Mac bundle
Not Supported with the Service

Support can be provided at an additional cost. Please contact your EUX Navigator representative for more information.

For Clinical Users

Support

WashU IT has established technology services and systems to meet customer objectives in support of the University’s mission. To ensure IT services and systems meet customer needs, WashU IT has established the following support model.

One Contact Point

Initiate any support or service request with one of these options:

All Interaction Documentation

A support or service ticket is created for each customer interaction and tracked in the ServiceNow service management system for easy tracking and resolution across WashU IT.

Virtual and Onsite Support

Standard support and service requests are handled by Service Desk staff through routine procedures using virtual support technologies such as phone, remote desktop assistance, and instant messaging. Any issues that cannot be resolved or require extended effort will be routed to technicians who will engage with the customer to determine next steps toward resolution.

Designated Service and Process Owners

WashU IT staff members have been named as Service Owners or Process Owners to ensure accountability of WashU IT services and processes. Service Owners work with established WashU IT Governance committees and customers to ensure that WashU IT services are scoped, resourced, and supported to remain healthy throughout the service lifecycle. Process Owners work with WashU IT managers and Service Owners to ensure WashU IT has established procedures for meeting customer support and service requests.

End User Experience (EUX) Navigators

EUX holds regular meetings with customer departments. These meetings address service quality, identify new IT customer projects and initiatives, and inform customers of any upcoming changes to existing IT services. Reports from these meetings are routinely reviewed by WashU IT leadership to ensure customer satisfaction and to identify customer needs that require technology services or enhancements to existing services.