1. No category

UNIVERSITI TEKNOLOGI PETRONAS
POLICIES GUIDELINES NO:
UTP-P-FEB2015
IT & MULTIMEDIA SERVICES
TABLE OF CONTENTS
ACKNOWLEDGEMENT
3
INTRODUCTION
4
ICT POLICY AND GUIDELINES
5
1. ICT FACILITIES AND SERVICES
5
2. MULTIMEDIA FACILITIES AND SERVICES
13
3. EQUIPMENT FOR LOAN
14
4. NETWORK SECURITY AND POLICY
15
5. IT SERVICE DESK
17
6. IT APPLICATION DEVELOPMENT
18
7. APPENDICES
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IT & MULTIMEDIA SERVICES
ACKNOWLEDGEMENT
The Policies and Guidelines is established as a guideline to users on the services and
facilities provided by IT and Multimedia Services Department (ITMS), Universiti
Teknologi PETRONAS.
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INTRODUCTION
ITMS is the responsible department to ensure that the ICT infrastructure and
facilities are adequate to support the University day-today activities. ITMS also
acts as a medium to manage the ICT availability, reliability, confidentiality and the
data integrity of the University’s information systems.
The objectives of the Policies are to:
i. To create guidelines for University’s computing facilities, network and systems
from loss, misuse or abuse.
ii. To inculcate awareness on ICT security to be more effective in operation and
support of ICT Security.
iii. To ensure that all users understand and obligated to use the facilities in
accordance with rules and regulations with University and in ways that are
responsible, ethical, and professional.
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IT & MULTIMEDIA SERVICES
IT POLICY AND GUIDELINES
1. ICT FACILITIES & SERVICES
1.1 ICT FACILITIES & SERVICES FOR STAFF (PERMANENT STAFF)
It is company policy to provide every deskbound staff and lecturer with a
computer/notebook complete with LAN (Local Area Network), user ID, required
application and telephone.
A. Personal Computer
All deskbound staff will be provided with a desktop computer except for
lecturer who opt for notebook computer. The computer provided is strictly
for official and business related use only. The facilities will be withdrawn
without prior notice if it’s found being abused.
B.
Application System
All provided desktop or notebook computers will be installed with desktop
application system, group-wide standard application system or approved
software base on their requirement/request. ITMS Department will provide
technical supports.
C.
Printer
Printer will be provided and generally placed at a common/designated area
to be shared by users.
D. Facsimile machine
Facsimile machine will be provided and generally placed at a
common/designated location to serve departments or units.
E.
Telephone
Telephone will be provided to staff based on the approval.
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F.
PETRONAS Private Network (PETRONET)
All staff will be given access to PETRONET and must adhere to PETRONAS
ICT Policies. (Appendix 1)
1.1.1 APPLICATION FOR ICT FACILITIES & SERVICES
Upon registration, user is allowed to access to ICT Facilities provided and
services offered.
Email Account
A. User must fill up user ID registration Form (ICT 501) and choose
required services accordingly.
B.
The completed form authorized by HOD (Head of Department)
and IT Coordinator (ITMS Senior Manager)
C.
The ID will be created upon receiving the completed form of
which 3 working days is required for application through
MyGeniie (PETRONAS ICT Services)
D. Email address will be created for each user. Internet email will
only be given to specific user that requires communication
with external parties.
E.
Every user is allocated 200MB mailbox space. User who
requires additional space may request with justification and
endorsement by HOD and forward it to IT Coordinator.
F.
Users are fully responsible on their ID and Password. The
password should not be revealed or used by others.
G. Password can be reset upon request to PET-ICT Helpdesk.
H. The ID will be withdrawn upon user resigned or his/her
services being terminated or contract expired.
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1.1.2
EVA WORKFORCE PORTAL (PETRONAS Authentication and Secure
Service Portal)
A. Mobile and frequent users may apply to access EVA WORKFORCE
PORTAL through PASSPORT service by filling up IP563 form.
1.1.3
B.
The completed form should be approved by HOD (Head of
Department).
C.
Users must adhere to the terms and conditions stipulated in the
IP563 form.
E-Learning ID / UTP Webmail Account
A. ID application shall be made using ID Registration Form (ITMS 201)
B.
The completed form endorsed by HOD (Head of Department)
must be forwarded to IT Coordinator (ITMS Senior Manager) for
approval.
C.
ID and password shall be ready for collection from IT Service Desk
or notified through email within 3 working days from receiving the
application form.
D. User ID will be issued with a temporary password. The password
must be changed upon first login. User area advice to use
minimum 8 characters length password for security measure.
E.
The password should be treated as confidential and not to be
revealed or used by others without owner’s permission. Should
he/she suspects the password has been exposed, tempered or
used by others, he/she must immediately report to IT Service Desk
for password reset.
F.
The validity of the ID shall be deemed expired in the event the
user resigned or his/her services being terminated or contract
expired or inactive for more than 3 months without valid reason.
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1.1.4
DESKTOP COMPUTER
A. A computer will be allocated and configured according to 1.1.1.A,
1.1.1.B.
B.
The computer will be installed with a desktop application, groupwide standard application or management approved applications
only.
C.
The computer will be delivered to users within 9 working days
upon receiving the applications only.
D. Users are responsible for the safety and usage of the services as
per company’s policy.
1.1.5
ID for BUSINESS APPLICATION SYSTEM
Application to access to the systems are considered based on the
functionality.
A. For SAP application, users are required to fill up forms SAP 501 or
SAP HRIS.
B.
Respective Data Owner must endorse the completed form and
forward it to IT Coordinator (ITMS Senior Manager).
C.
PETRONAS ICT service provider (PET-ICT) or IT Coordinator (ITMS
Senior Manager) will create and assign appropriate profiles to the
user within 3 working days.
D. ID and Password will be informed to user accordingly.
E.
Users are responsible for the confidentiality of the password and
should not reveal to anyone at any time.
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1.1.6
PRINTER
A. There are several types of printers available and located at
designated location.
1.1.7
B.
Standard printer will be maintained by ITMS and others will be
maintained by vendor.
C.
User Department is responsible for the safety and usage of the
printer and consumable.
TELEPHONE
A. User are required to fill up Voice/Data Service Request Form.
B.
The completed form endorsed by HOD (Head of Department)
must be forwarded to IT Coordinator for approval.
C.
The phone set will be delivered and line will be activated within
three (3) working days upon receiving the form.
D. Users will be identified into groups of different Number Class of
Services (NCOS). NCOS is assigned to every extension to control
type of call they are allowed to dial. Please refer to Table 1.
Description of Number Class of Service
NCOS
0
1
2
3
4
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DESCRIPTION
Internal calls only
Internal and local calls only
Internal, Local and mobile calls only
Internal, local, mobile and outstation calls only
Internal, local, mobile and outstation and
international calls
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1.1.8
FACSIMILE
A. The distribution of facsimile machines will be based on the
requirement, location and sharing basis.
B.
The line will be activated once the machine is provided.
C.
The machine will be maintained by vendor/ITMS and any reports
of faulty and malfunction must be forwarded to IT Service Desk
for further action.
D. Users are responsible on the safety and usage and consumables
of the equipment.
1.2 ICT FACILITIES & SERVICES FOR STUDENT
ICT facilities and services for students are available in various location in the
university, Academic Complex, Information Resource Centre (IRC) and
residential college.
1.2.1
Entitlement
1.2.1.1 In order to enjoy facilities provided which student need to
complete the registration.
1.2.1.2 University will provide ICT (Information and Communication
Technology) and CBT (Computer Based Technology) laboratory
facilities for the teaching and learning.
1.2.1.3 For Internet access, every hostel room is equipped with 2 data
points or every student is allocated with 1 data point at his/her
hostel room.
1.2.1.4 Every student is entitled for email and E-Learning access.
1.2.1.5 WIFI facilities are available at designated location. (Residential
College, IRC and Chancellor Complex).
1.2.1.6 The validity of the ID for application access shall be deemed
expired in the event a student is leaving the university.
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1.2.2
ICT LABORATORY FACILITIES
ICT laboratory facilities are designed and developed based on its
functionalities and purpose. There are different types of labs with various
hardware and software setup.
1.2.2.1 Lab operating hours
A. Lab will be opened from 0800 to 1700 hrs daily except
weekend and public holidays. However lab hours can be
extended following the class schedule.
B.
After Lab operating hours will be open upon request. The
application must be made and endorsed by the HOD and
approved by ITMS.
1.2.2.2 Lab Rules and Regulation
A. Students must adhere to the ICT Lab rules as per Appendix 3.
B.
All hardware and software belongs to one lab should not be
removed out of the labs without prior approval from ITMS.
1.2.2.3 Software License
A. Only original and licensed software to be installed into
computer labs. Unlicensed or illegal software are strictly
prohibited.
B.
All required software will be renewed accordingly.
C.
New software or additional license requirement shall be
forwarded to management for approval. ITMS will follow up
once the approval is received.
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1.3 ICT FACILITIES AND SERVICES USAGE CONDITIONS
1.3.1
The User agrees and accept that;
Use of the IT facilities, such as the network, workstations, printers, and
the facilities that associated with it e.g software, data, e-mail, world
wide web (WWW), social networks (i.e Facebook, Twitter, blogs,
chatting, etc), bulletin boards, databases and other parts of the
University computing system, must be for the purpose of University
research, teaching, learning, coursework, associated administration or
other use. No ‘private’ work is permitted without prior authorization.
Breaking these conditions may lead to University disciplinary
procedures being invoked, with penalties, which could include
suspension from the use of all university computing facilities for
extended periods and/or fines. Serious cases may lead to expulsion or
dismissal from the University and may involve civil or criminal action
being taken against the user.
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2. MULTIMEDIA FACILITIES & SERVICES
There are various multimedia facilities available on campus to support teaching,
learning and research activities as well as management functions. The equipment
are located at the lecture rooms, theaters, halls, Chancellor Hall, Main Hall,
Multipurpose Hall (MPH) and Seminar Rooms Undercroft. Multimedia equipment is
also available for loan.
2.1 AV Facilities
2.1.1
Lecture theaters and halls are equipped with PA (Personal Address)
system, projection system and/or Over Head Projector (OHP),
computers and network point.
2.1.2
Chancellor Hall, Main Hall, MPH and Seminar Rooms Undercroft are
also equipped with PA, projection system etc.
2.1.3
Fixed Audio and Video (AV) equipment and allocation shall not be
moved to other locations without authorization from ITMS.
2.2 ASTRO Facilities
2.2.1
ASTRO Facilities is made available at accommodation area with
respective channel subscription accordingly.
2.2.2
Channel selection and subscription is identified and approved by UTP
Management.
2.3 Video Conferencing Facilities
2.3.1
Video Conferencing facility is available for staff only.
2.3.2
Requesting video conferencing facilities services should be made three
days in advance forwarded to IT Service Desk with prior approval from
HOD.
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3. EQUIPMENT FOR LOAN
Equipment for loan is as per Appendix 4.
3.1 User must complete the form and upload endorsed/supported document via
online.
3.2 The request of the loan must be before 5 working days from the event date.
3.3 The maximum loan period is 4 days. However, extension can be considered on
case to case basis.
3.4 Equipment must be collected from IT Service Desk counter Block K or Block 1
Office during office operating hours.
IT Service Desk and Block 1 counter/personnel operation hour;
Morning : 10.00 am – 11.00 am
Afternoon : 3.00 pm – 4.00 pm
3.5 User are required to collect and return the loan items personally at the counter.
He/ She shall sign in the collection and returning forms and fully responsible on
the equipment for that period with the equipment itself in good condition.
3.6 Report must be lodge to ITMS immediately on missing or lost equipment during
the period of the loan item.
3.7 User are required and responsible to repair or settle the cost incurred for
repaired if damage equipment proven as a result of his / her negligent.
3.8 For usage outside campus, user are required to fill in form (UTP21D). ITMS is
not responsible to provide transportation for taking the equipment outside of
campus.
3.9 Request will be entertained for university’s approved activities only.
3.10 IT & Media Services Department have right to reject incomplete and unverified
endorsement.
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4. NETWORK SECURITY POLICY
4.1
UTP Network Overview
4.1.1
UTP Data Information System (DIS)
UTP network is divided into three (3): Academic Network, Village
Network and Corporate Network. Academic Network
encompasses lectures, technicians and laboratories. Village
Network serves the students at the Residential College.
Corporate Network is dedicated for management and support
staff. The overview of the UTP network is shown as per Appendix
5.
4.1.2
UTP Network Design
UTP DIS Network is design based on Gigabit Technology. Every
core switches and remote switches are setup with Gigabit Speed
(1000 Mbps). The distribution for desktop are configured at
speed of 10/100 Mbps.
4.2
Network Policy
Users are granted to access these networks depending on their eligibility:
-
I
Corporate Network
-
II Academic Network
-
III Village Network
4.2.1
Corporate Network Policy
4.2.1.1
All staffs are allocated with data and voice point
according to their eligibility.
4.2.1.2
No modification, extension or additional
connection should be extended from the network
without permission from ITMS.
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4.2.2
4.2.3
4.2.1.1
UTP Management has the right to withdraw the
network accessibility if found abusing the facilities.
4.2.1.2
No distributing or sharing of non-business related
materials over the network.
Academic Network Policy
4.2.2.1
All lecturers and lab technicians allocated with data
and voice point according to their eligibility
4.2.2.2
Only lecturers and lab technicians are allowed to
access Corporate Network.
4.2.2.3
No modification, extension or connection should be
extended from the network without permission
from ITMS.
4.2.2.4
No distributing or sharing non-business materials
related on the network without approval from
ITMS.
4.2.2.5
UTP Management has the right to withdraw the
network accessibility if users are found abusing the
facilities.
Village Network Policy
4.2.3.1
Every hostel rooms are equipped with data points.
4.2.3.2
Students are responsible for their own computer
network configurations.
4.2.3.3
No modification, extension or additional connection
should be extended from the network without
permission.
4.2.3.4
No distributing or sharing of non-academic related
materials over the network.
4.2.3.5
UTP Management has the right to withdraw the
network connectivity if users are found abusing the
facilities.
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5. IT SERVICE DESK
IT Service Desk is setup to provide front end services on ITMS to all users (staff and
student). ICT related incident/problem is handled by IT Service Desk. User can logged
their incident through the following channel:a.
IT Service Desk Online System
http://itservicedesk.utp.edu.my/
b.
Phone call
05-368 8888
c.
E-mail
itms_servicedesk@petronas.com.my
d.
IT Service Desk counter/personnel located at ITMS Office, Ground Floor, Blok K1.
Operation Hour : 10.00 A.M - 11.00 A.M
: 3.00 P.M - 4. 00 P.M
5.1 The operating hour for IT Service Desk from 8.00 A.M until 5.00 P.M daily except for
weekends and public holidays.
5.2 The problems will be rectified within stipulated time frame depending on the
complexity of the problems.
5.3 Should the problems require longer time to be resolved, users will be notified and
temporary solution will be advice accordingly.
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6. IT APPLICATION DEVELOPMENT
ITMS provides services and consultancy on System and Application Development.
There are 4 types of services available:
a. System Application
b. Web Application
c. Online Advertisement
d. E-Learning
6.1 System Application
6.1.1
6.1.2
Request for New Application System
6.1.1.1
Request for new application system shall be made by log
request in IT Service Desk.
6.1.1.2
ITMS will conduct feasibility study based on the requirement.
The study shall take 2 - 4 weeks depending on the complexity
of the requirements.
6.1.1.3
Findings of the feasibility study will be tabled to ICT User
Group Committee chaired by Registrar depending on the level
of decision required.
6.1.1.4
ITMS will propose appropriate solutions, budget, resource
and timeline.
Development of New Application System
6.1.2.1
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A full system development process consists of system
analysis, design, programming, unit testing, implementation
and configuration following proposed timeline agreed.
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6.1.3
6.1.4
6.1.5
6.1.2.2
Users shall provide sample data for testing (if required).
6.1.2.3
User is required to complete the User Acceptance Test to
verify the expected requirement delivered.
Implementation of New Application System
6.1.3.1
ITMS will provide end-user's training prior to implementation
of the system.
6.1.3.2
ITMS shall provide user manual.
6.1.3.3
The complete system would be put into production.
Support of Application System
6.1.4.1
Support will be rendered throughout system life cycle.
6.1.4.2
Incident should be logged to IT Service Desk.
Enhancement of Application System
6.1.6.1
Enhancement of system will be done based on user's
requirement and feedback. User need to log request in IT
Service Desk.
6.1.5.2
ITMS will conduct feasibility study based on the requirement.
The study shall take 1 - 2 weeks depending on the complexity
of the requirements.
6.1.5.3
Findings of the feasibility study will be tabled to ICT User
Group Committee chaired by Registrar depending on the level
of decision required.
6.1.5.4
ITMS will propose appropriate solutions, budget, resource
and timeline.
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6.2 Web Development
Web Development request shall have a clearly defined purpose and official
documents provide by the respective departments.
6.2.1
6.2.2
6.2.3
6.2.4
Request for New Web Development
6.2.1.1
Request for new application web shall be made by log request
in IT Service Desk.
6.2.1.2
ITMS will conduct feasibility study based on the requirement.
The study shall take 1 - 3 weeks depending on the complexity
of the requirements.
6.2.1.3
Result of the feasibility study will be tabled to ICT User Group
Committee chaired by Registrar depending on the level of
decision required.
6.2.1.4
ITMS will propose appropriate solutions, budget, resource
and timeline.
6.2.1.5
The requestor’s department is the content owner of the
website.
Development of New Web Application
6.2.2.1
A full web development process consists of web design,
programming, testing and implementation following
proposed timeline agreed.
6.2.2.2
Content owner is required complete the User Acceptance
Test to verify the expected requirement delivered.
Implementation of New Web Application
6.2.3.1
ITMS should prepare complete web documentation.
6.2.3.2
The complete web would be uploaded once approval by
content owner.
Support of Website
6.2.4.1
Support will be rendered throughout system life cycle.
6.2.4.2
Incident should be logged to IT Service Desk.
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6.2.5
Enhancement of Website
6.2.5.1 Enhancement of website will be done based on user's
requirement and feedback. User need to log request in IT
Service Desk.
6.3
Online Advertisement
6.3.1
6.3.2
Request for Online Advertisement
6.3.1.1
Request for online advertisement shall be made by log
request in IT Helpdesk.
6.3.1.2
The requestor’s department is the content owner of the
online advertisement.
Development of Online Advertisement
An online advertisement process consists of design, programming,
testing and implementation. ITMS will take duration of 1-3 days
depending on the complexity of the requirement.
6.3.3
Implementation of Online Advertisement
The complete online advertisement would be uploaded by ITMS.
6.4
E-LEARNING
E-learning system is a web-based online learning system. It is established to
support university multi-mode of delivery and as a complementary to
conventional lecturing system. It provides lecturers and students with the online
facilities to aid teaching and to support learning process.
6.4.1
E-LEARNING Services Request
6.4.1.1
Request for E-Learning service request shall be made by log
request in IT Service Desk.
6.4.1.2
ITMS will contact requestor for details of request.
6.4.1.3 ITMS require 1 – 3 days upon request depending on service
request.
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6.4.2
Course Structure & Enrolment
6.4.2.1 Course Structure will be created or removed based on the list
of courses offered received from Academic Central Services
Department (ACS).
6.4.2.2 Course instructor will be assigned accordingly.
6.4.2.3 Courses offered are only available for a period of one semester.
6.4.2.4 Course instructor is responsible to back-up their course
material.
6.4.3
System Maintenance
6.4.5.1 The system maintenance will be conducted as per schedule.
6.4.5.2 ITMS is responsible to inform / broadcast on any matters
pertaining to E-learning services.
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