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 services offering seamless access anywhere, any time
  • Consistent, reliable, and secure computing and support
  • Self-service tools to meet the unique needs of students, faculty, and staff
  • Collaboration software and support
  • Compliance reporting and visibility
  • Documented and measurable Service Level Expectations (SLEs)

What’s Included

WashU IT will guarantee issue resolution and seek additional help where needed for the included and fully supported service offerings listed below. For service offerings with limited support, we may be able to provide additional troubleshooting or “best-effort” assistance, depending on the circumstances, although we cannot guarantee resolution.

Note: Support for items listed as “not supported or included” may be provided at an additional cost. Please contact your EUX Navigator representative for more information.

IT Service Desk (Help Desk)

Included & Fully Supported

  • One phone number to call for IT support: 314-933-3333
  • WashU IT Managed Device troubleshooting over the phone. If the technician is unable to help, they will escalate to someone who can.

Limited Support

Non-WashU IT-managed devices

Not Supported or Included

  • Personal devices
  • Devices utilizing Linux operating systems
Advanced Troubleshooting (provided in-person or deskside)

Included and Fully Supported

Technology support for break/fix or requests that require advanced expertise, provided remotely or in-person at a WashU Campus location.

  • WashU IT Managed Device advanced troubleshooting
  • Providing hotspots on campus during network outages
  • Installation of new software packaged via WashU IT enterprise
  • Desktop and laptop hardware repair, managed and under Original Equipment Manufacturer (OEM) warranty
  • WashU IT packaged desktop software, troubleshooting, and repair
  • Connecting managed devices to the WashU managed network (wired/Wi-Fi)

Limited Support

  • Troubleshooting non-WashU IT-managed devices
  • Non-standard or department-specific end-user applications

Not Supported or Included

  • In-person support for non-WashU campuses, locations, or affiliated 3rd-party locations. Contact your EUX Navigator representative to confirm whether your location is supported by our Clinical Technology Field Support (CTFS) service.
  • Audio/visual equipment setup (may be provided at an additional cost)
  • End-user training
  • Pooled or departmental classrooms
  • Networks not managed by WashU IT
  • Personal devices
  • Network connectivity configuration for non-WashU IT-managed or personal devices
  • Devices utilizing Linux operating systems
Hardware, Software, and Platform Management

Included and Fully Supported

  • Ensuring all WashU IT-managed devices have up-to-date operating systems installed that are no more than two major versions behind the current release to ensure a safe, secure, compliant computing environment with minimal risk of exposure or information loss
  • Installation and troubleshooting of standard and included WashU IT Windows and Mac software
  • Operating System (OS) updates, automated where available

Limited Support

Installation and troubleshooting of non-standard software, not included in the WashU IT Windows and Mac bundles

Not Supported or Included

  • Installation of software and peripherals incompatible with the fully supported platform
  • Non-Windows or non-Macintosh operating system support or updates
Computer Inventory Tracking and Lifecycle Management

Included and Fully Supported

  • Annual equipment lifecycle reporting for WashU IT-managed devices
  • Refresh recommendations for end-user budget forecasting
  • WashU IT-managed device asset tagging and tracking within ServiceNow

Not Supported or Included

Annual equipment lifecycle reporting for non-WashU IT-managed devices or personal devices

Self-Service Resources

Included and Fully Supported

Access to online FAQs, tutorials, reference guides, knowledgebase articles, etc.

Managed Network Printing

Included and Fully Supported

  • Secure network printing
  • Enterprise print-management software and print queues
  • Printing from managed Windows and Mac OS devices
  • “Release Anywhere” printing
  • Recommendation of WashU-tested printers compatible with the managed network printing environment

Limited Support

Non-WashU IT-managed printers

Not Supported or Included

  • Routine operational maintenance, such as changing printer toner or paper
  • Physical printer repair
  • Printer inventory and supply management
File Storage

Included and Fully Supported

Managed user and departmental file storage on the files.wustl.edu domain

  • Secure and compliant file shares and storage solutions, including the provisioning of home directories and departmental file shares
  • Permissions management for shared storage using WashU Key credentials
  • 5GB storage for each IPED
  • User-managed cloud storage (i.e., WashU Box and OneDrive) with WashU Key authentication

Limited Support

  • Self-service data restoration
  • Desktop backup

Not Supported or Included

  • Apple File Protocol (AFP)
  • Storage and cataloging of image files
  • Data analysis and reporting
  • Big-data storage or computation (may be provided at an additional cost)
  • More than 5GB storage for each IPED (may be provided at an additional cost)
Technology Hardware Procurement and Fulfillment

Included and Fully Supported

Hardware procurement and deployment, including:

  • Consultation, quotation, and procurement of technology devices that meet minimum WashU IT specifications
  • Order tracking and delivery coordination
  • Device configuration to meet departmental imaging specifications, including delivery and installation at on-campus locations or shipping services to off-campus locations

Fulfillment services for desktop computers, laptops, iPads, and iPhones purchased using approved University funds

Loaner laptop and power cable for any WashU faculty or staff member, available for 30 days for local or domestic use, or 30+days for international travel, depending on trip needs

Reimaging and redeployment, including:

  • Coordinate pickup or shipping of WashU IT-managed devices
  • Reimage devices following standard build procedures
  • Coordinate return delivery or shipping

Computing device pickup and disposal, including destruction and disposal of data storage devices according to data security requirements

Not Supported or Included

  • Non-computing devices, such as projectors, cellphones, or iPads
  • Removal of non-WashU IT equipment without hard drives, such as coffee makers, projectors, EKG machines, etc.
  • Reimaging of non-WashU IT-managed devices
  • Imaging, reimaging, or disposal of personal devices
  • Procurement of used or refurbished equipment
  • Long-term checkout (i.e., greater than 30 days)
  • Loaning of peripherals, such as AC Adapters and dongles
  • Decommissioning and disposal of more than 10 devices (may be provided at an additional cost)
  • Storage of unused and/or reimaged WashU IT-managed devices owned by WashU departments (may be provided at an additional cost)
Identity Management Services

Included and Fully Supported

  • WashU Key credentials, protected by two-factor authentication, that authorize access to WashU resources
  • Single sign-on
  • WashU Key password resets

Not Supported or Included

WashU Key integrations with non-WashU systems (may be provided at an additional cost)

Communication & Collaboration

Included and Fully Supported

  • Microsoft 365 account for email, Teams, and OneDrive access and usage
  • Microsoft 365 applications (Word, Excel, Outlook, PowerPoint)
  • Power BI (only for faculty and staff)

Not Supported or Included

Premium Microsoft 365 features such as Visio, Project, or Dynamics (may be provided at an additional cost)

Miscellaneous – Consultations, Moves, Other Support

Included and Fully Supported

Equipment moves for up to 4 devices, including the planning, scheduling, coordination, physical relocation, equipment setup, and post-move testing and validation 

Basic project consultation:

  • Initial intake discussion to understand needs and scope of work 
  • High-level IT guidance on feasibility, standards, and impacts 
  • Recommendations on supported hardware and software 
  • Referrals to appropriate teams or escalation paths 
  • Evaluation of whether full project management is required 

Limited Support

Setup and functional verification of standard classroom Audio/Visual and instructional technology

Not Supported or Included

Note: Support for items listed in this section may be provided at an additional cost. Please contact your EUX Navigator representative for more information.

Equipment moves for 5 or more devices

Clinic launches or expansions:

  • Related IT planning, consultation, or go-live support
  • Hardware network, workstation, or peripheral deployment, setup, or configuration

Exams or exam-specific hardware or software setup, specialized device configuration or testing, or go-live or validation support 

Events or on-site IT support for events; temporary equipment setup (e.g., Audio/Visual, workstations, connectivity), event day troubleshooting, or tear-down 

Project management, go‑live planning, or coordination:

  • Assignment of a dedicated project manager 
  • Creation and maintenance of project documentation (e.g., project plans, timelines, task tracking, risk/issue identification and tracking, reporting) 
  • Coordination between stakeholders, vendors, or teams 
  • Scheduling or facilitating project meetings 
  • Ensuring compliance with IT standards and governance

Expedited work or short-notice projects:

  • Any request requiring immediate action, accelerated timelines, or priority handling outside normal scheduling or with less than standard lead time (e.g., limited notice for moves, deployments, events, refreshes, new hardware/software installs, clinic prep, or project tasks) 
  • After-hours, weekend, or holiday work necessary to meet a compressed schedule 
  • Additional resource allocation to meet an expedited timeline 
  • Coordination between multiple teams to execute expedited work, requests, or projects 

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.