CCIT Service Catalog

CCIT Service Catalog logo

The Department of Computing, Communications, and Information Technologies (CCIT) at the Colorado School of Mines provides many technology services to the campus community. These services are prioritized as "Critical," "Standard," or "Extended" below. Click the Arrow symbol to view more information about each item.

If you are interested in a technology or service not found below, please let us know about it.


CRITICAL SERVICES

These urgent technology services are necessary for the basic functioning of the campus. CCIT will make every effort to keep these services running at all times.

  •  Account Creation and Management
    • Description of service: New students, faculty, and staff at Mines, as well as some outside parties such as consultants and collaborators, require login accounts for numerous Mines computer systems. Since March 2015, many separate systems have been brought under one set of credentials, called "MultiPass." These credentials give access to Windows and Linux lab computers, Trailhead (the campus portal), MyMail (student email services), Outlook Email (faculty and staff email services), among other systems.
    • Supporting services: Access to particular accounts depends on an individual's assigned role(s) within the school's identity and access management system, also managed by CCIT (see Identity and Access Management, below, for more details) and in Banner (see Banner, below). The new identity-management (IDM) system (https://identity.mines.edu) allows authorized individuals to claim their MultiPass account, change the MultiPass password, set challenge questions in case of a forgotten password, and more.
    • Service recipients: Members of the greater Mines community with rights to access particular services.
    • Cost: Free
    • How to request this service: Requests for accounts, or issues with current accounts, can be submitted via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: Some automated account creation systems such as the IDM system are available 24/7. Account-creation support staff are available during regular weekday business hours.
  •  Backup
    • Description of service: CCIT maintains disaster-recovery backups of CCIT-managed institutional servers.
    • Service limitations: Backups of CCIT-managed institutional servers are designed for disaster recovery only. They have a very limited lifetime, have no archive component, and are not guaranteed to be available for individual file- or directory-level restores. For extra redundancy and for personal file, email, or directory-level restores, individual Mines users are highly encouraged to backup their own data to storage media they personally control.
    • Service recipients: Institutional users required to use only CCIT-managed institutional servers for data storage, and institutional users whose data resides on CCIT-managed institutional servers and whose personal backup strategy has failed, may make a request to determine of data restoration is feasible.
    • Costs: Normally, none. Extraordinary services related to data recovery may incur a charge.
    • How to request this service: Open a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu to begin the process of determining the feasibility of a file or directory restore. A member of our Backup Team will contact you.
  •  Banner
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address Banner questions to the CCIT Enterprise Systems group.
  •  Business Systems
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address business-systems questions to the CCIT Enterprise Systems group.
  •  Canvas
  •  Email for Faculty and Staff (Exchange)
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address email questions to the CCIT Enterprise Systems group.
  •  Email for Students (MyMail)
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address email questions to the CCIT Enterprise Systems group.
  •  Identity and Access Management
    • Description of service: Access to computing resources at Mines depends on an individual's role(s) on campus. Using roles and custom roles, our identity and access management systems allows fine-tuned access to particular campus computing resources. Students may access certain resources; professors may access others; and administrative staff may access yet a different set of resources. Outside consultants and collaborators may also be eligible for particular computing resources. Identity and access management systems use custom roles, allowing fine-tuned access to particular resources. Some access is automated based on roles and data from Banner (see the Banner entry, above); other access is granted on a case-by-case basis. CCIT identity management staff work to ensure that members of the Mines community have access only to the systems they need -- no more, no less.
    • Supporting services: CCIT is in the process of revamping its identity and access management system. New supporting services will start to come online in 2014-2015.
    • Service limitations: Outside contractors and similar individuals seeking access to Mines computing resources must be sponsored by an authorized Mines faculty or staff representative.
    • Service recipients: All authorized members of the greater Mines community.
    • Cost: Free
    • How to request this service: Mines students, faculty, and staff may submit access requests via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu (supervisor or departmental approval may be required). Mines employees may also request assignment of custom roles for outside contractors via a "Custom Role Authorization Form" available here: http://inside.mines.edu/UserFiles/File/forms/ccit/CustomRoleAuthorizationForm.pdfPDF versionText only version.
    • Hours of availability: Identity management staff are available during regular weekday business hours.
  •  Wired Networking
    • Description of service: Wired-networking services are available throughout the Mines campus, in all academic buildings, administrative buildings, residence halls, and apartments. Available speeds range from 100 Mbps to 10 Gbps, depending on service location. CCIT provides network-configuration assistance and troubleshooting of existing network connections. Custom networks can also be designed for clients needing moderate to high levels of network isolation, security, or performance.
    • Service limitations: Port-activation requests are generally completed within one business day. While no specific service-level agreement exists for the wired network, CCIT will work to quickly address any performance issues.
    • Service recipients: Mines faculty, staff, and students, and others with campus roles requiring wired network access.
    • Cost: Generally free. Installation of new data cables does have an associated charge. Creation of custom data networks may also incur an additional charge.
    • How to request this service: Network configuration or troubleshooting assistance can be requested via Mines Help Center "Helpdesk" at http://helpdesk.mines.edu. To use the wired network, simply connect your device via Ethernet cable to a data jack on the wall. If the wall port is not active, please request activation here: http://mhc.mines.edu/portactivation.shtml. If it is the first time the devices has connected to the wired network please see the FAQfinder entry "How do I register my computer, tablet, or phone on the campus network?" here: http://inside.mines.edu/faq138.
    • Hours of availability: 24/7, except during planned outages.
    • For more information: See the wired-networking website, here: http://ccit.mines.edu/CCIT-NET-Academic-Campus-Wired. If you need to register a device for a dynamic IP address but the device does not have a built-in web browser, you may complete the manual registration form here: https://dumbledore.mines.edu/cgi-bin/networking/registerV1.1.cgi. You may request a static IP address here: https://dumbledore.mines.edu/networking/iprequest.
  •  Wireless Networking

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STANDARD SERVICES

Standard services are important for the day-to-day operation of the school. CCIT maintains these services during regular business hours.

  •  ADIT Account Management
    • Description of service: ADIT is the name of the main campus Windows domain. ADIT accounts were formerly separate from other accounts on campus. Since March 2015, the schoolwide MultiPass is used to access accounts such as ADIT, Trailhead, email, and even Linux computers in labs (and more). See "Account Creation and Management," above, for more details of this switch. CCIT manages MultiPass accounts through their entire lifecycle, including creation, modification, password resets, access authorization, Tier 2 support, and deletion.
    • Supporting services: The Identity Management System may be accessed at https://identity.mines.edu
    • Service limitations: Windows services should be available at all times, except during the performance of system maintenance (software patches and hardware repairs, primarily). Unplanned outages outside of regular business hours will be resolved as quickly as possible.
    • Service recipients: All Mines faculty, staff, and students are eligible for a MultiPass account, which will give access to ADIT resources.
    • Cost: Free
    • How to request this service: MultiPass accounts may be claimed by authorized new members of the Mines community at https://identity.mines.edu. Please address questions via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Key contacts: In an emergency, contact CCIT directly at 303.273.3433 and ask to be transferred to the manager of the Server Team.
    • Hours of availability: 24/7 (within the limitations described above).
    • For more information: See our Getting Started guide (http://ccit.mines.edu/CCIT-Getting-Started).
  •  Antivirus Protection
    • Description of service: A comprehensive antivirus software package is available at no cost to all Mines faculty, staff, and students for use on school-owned and personally-owned computers running Windows or Apple OS X operating systems.
    • Supporting services: Antivirus software on school-owned computers found on the Mines campus (such as administrative desktops and computer-lab machines joined to the ADIT domain) is controlled by a centralized management system run by CCIT administrators. Other systems (e.g., personally owned computers and machines not joined to the ADIT Windows domain) are managed individually by the computer owners themselves.
    • Service recipients: Any Mines faculty, staff, or student.
    • Cost: Although there are costs to CCIT for this service, it is provided free to the Mines community.
    • How to request this service: Download the software here: http://ccit.mines.edu/CCIT-Antivirus. Valid Mines MultiPass credentials are required.
    • Key contacts: All issues relating to antivirus software may be addressed via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of availability: 24/7
    • For more information: Search for the keyword "antivirus" within the Mines Help Center FAQfinder database of frequently asked computer questions, here: http://faqfinder.mines.edu.
  •  Audio-Visual Services
    • Description of service: Technical consultants in CCIT provide troubleshooting help for new and existing classroom AV installations. As time permits, CCIT will provide design expertise for new audio-visual projects on campus. CCIT's goal is to maintain standard equipment configurations for AV installations across campus, e.g., AMX brand digital signage and LifeSize brand video conferencing.
    • Service limitations: Because CCIT attempts to maintain standard equipment configurations, requests for nonstandard configurations may be difficult to fulfill. Emergency requests for help with AV equipment depend on the availability of support staff.
    • Service recipients: All Mines faculty, staff, and students may use available AV equipment.
    • Cost: Free.
    • How to request this service: Requests for training or equipment repairs may be submitted via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: Support staff are generally available weekdays 7 a.m. to 4 p.m. Audio-visual equipment is available when rooms are open for use.
  •  Banner (Self-Service)
    • Description of service: Mines students, faculty, and staff are able to access many aspects of their official records (stored in the Banner database system noted above) via Self-Service Banner. Self-Service Banner is accessed via the Trailhead campus portal (see Trailhead entry, below). Student access typically includes registering for classes and accessing information such as grades, financial-aid records, billing information, and class schedules. Information available to school employees may include vacation/sick leave, hourly time sheet entry, pay stubs, and tax records. Faculty access may include course rosters, submitting grades, and personal research-fund records. All members of the Mines community may edit parts of their Campus Directory entries (see Campus Directory entry, below) and sign up for Mines Emergency Alerts via Self-Service Banner (see Mines Emergency Alerts entry, below).
    • Supporting services: The schoolwide Banner database is the main secure repository for the most important information about students, faculty, staff, and campus finances.
    • Service recipients: All members of the Mines community may access Self-Service Banner. Access within Self-Service Banner is based on an individual's campus role(s).
    • Cost: Free
    • How to request this service: All new students, faculty, and staff will have Banner records created for them automatically. Trailhead access is via MultiPass account. The MultiPass may be managed via the Identity Management interface at https://identity.mines.edu. The Trailhead account allows access to Self-Service Banner.
    • Hours of availability: 24/7
  •  Banner Training
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address Banner training questions to the CCIT Enterprise Systems group.
  •  Campus Directory
    • Description of service: CCIT offers a speech-recognition phone directory that allows customers to contact all campus employees by name. This directory is available from both on and off campus. To access this service, dial 0 from any campus phone or 303-273-3000 from off campus. Once connected to the directory, clearly say the name of the person or department you would like to reach and your call will be transferred to them.
    • Supporting services: Individuals should update their Campus Directory listing in the directory by accessing “Personal Information” in the Self-Service tab through Trailhead. There is also an online Campus Directory of students, faculty, and staff available at: https://webapps.mines.edu/DirSearch.
    • Hours of availability: The automated and online directories are available 24/7.
  •  CCIT Facilities Management
    • Description of service: CCIT coordinates the use of, maintenance of, and changes to the physical infrastructure of the Center for Technology and Learning Media (CTLM) building. These services includes physical repairs to the building and reservation of various CTLM rooms and resources.
    • Service limitations: Requests are subject to an evaluation of their appropriateness and feasibility. Reservations are subject to prior commitments.
    • Service recipients: Members of the Mines community who have noticed a problem (light out, door not functioning, broken handrails, and so on); those who need to schedule a room during regular business hours; those who have additional needs (e.g., an additional electrical circuit at a new location); those who need BlasterCard access to the building or labs.
    • Cost: Charge back of all costs for requested changes. There may also be charges for facilities used, depending on the particular event.
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Key contacts: The primary point of contact is the building manager, Ron Cosseboom (303-273-3471). Access requests may be directed to the CTLM Building Proctors.
    • Hours of availability: Normal CTLM business hours are 7 a.m. to 4 p.m. Building hours vary by season and event.
  •  Classroom Podiums
    • Description of service: CCIT installs and supports classroom podiums that provide control of LCD projectors, document cameras, and presentation computers in select classrooms across campus.
    • Supporting services: Individualized training in podium use may be requested as described below.
    • Service limitations: Emergency help with classroom podiums during class depends on the availability of support staff. Though every effort is made to accommodate requests for emergency help, support staff may not always be available to make emergency repairs during class.
    • Service recipients: All Mines students, faculty, and staff may used the classroom podiums. Computer access may require valid Mines login credentials.
    • Cost: Free
    • How to request this service: Any issues concerning classroom podiums may be directed to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Key contacts: Problems with classroom podiums and other classroom technology while class is in session may be reported to campus extension x2345 (303.384.2345). A CCIT student consultant will direct requests for emergency service to support staff, if available.
    • Hours of availability: Support staff are generally on campus 7 a.m. to 4 p.m. weekdays. Classroom podiums are available whenever a classroom is available.
    • For more information: Details about computer labs and podiums (listed by building) can be found at http://ccit.mines.edu/CCIT-Computer-Labs. Pictures and details of podium capabilities are provided.
  •  Computer Commons
    • Description of service: CCIT provides a common-use, first-come, first-served computer lab in the Center for Technology and Learning Media, room 156, containing approximately 50 computers for general student use. Additionally, black-and-white laser printing, color printing, color plotting, and scanner services are provided. The Computer Commons is staffed by 25-30 student consultants, normally two at a time, who provide assistance. Approximately 12 laptop computers are also available for short-term (normally, one week) student check-out.
    • Service recipients: Mines students
    • Cost: Use of shared computers is free to the user. Laptop computer checkouts are free to the user. Printing costs vary. As of May 2015, black-and-white laser prints were $0.10 per copy. There is no additional charge for duplexing. Color laser prints are $0.25 per copy. Discounted printing is available through purchase of prepaid print cards, which provide 15 prints per dollar. Plotting and scanning costs are based on size.
    • How to request this service: Students may walk in for computer and printing services. The shared lab in CT 156 may not be reserved for classes, but CCIT has teaching labs which may be reserved through the Registrar's Office (http://ccit.mines.edu/CCIT-CTLM-Computer-Labs-and-Podiums). To reserve a laptop computer for checkout, email a request to ccreserve@mines.edu or submit a Mines Help Center "Helpdesk" request at http://helpdesk.mines.edu. Laptops are not always available at short notice, so plan ahead.
    • Hours of availability: The Student Help Center is open for computer use 24 hours a day while the school is open. Access is granted through the BlasterCard reader at the northeast door. Staffed hours are typically: Mon-Thu 7 a.m. to 11:45 p.m., Fri 7 a.m. to 5:45 p.m., Sat 9 a.m. to 5:45 p.m., Sun 9 a.m. to 11:45 p.m. The Center for Technology and Learning Media (CTLM) building may be closed during holiday periods.
    • For more information: http://ccit.mines.edu/CCIT-Facilities-Resources.
  •  Computer Laboratories
    • Description of service: Computer laboratories on campus are used for both teaching and general computing needs. Each lab provides a basic software "build" plus extra software specific to an individual department's needs for teaching classes.
    • Service limitations: Lab software is updated on a strict schedule before the start of each semester. Software versions are current versions released by the vendor unless there is a demonstrated need for other software compatible with particular lab equipment or software.
    • Service recipients: Both open and department-specific computer labs are available on campus. Students, faculty, and staff with a MultiPass account account are automatically granted access to open labs. Departmental labs have a more restricted user list maintained by CCIT.
    • Cost: Free to users. Departments may incur costs licensing particular added software in their own labs.
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu to request departmental lab access.
    • Hours of availability: Access times vary from lab to lab. Hours are typically posted at the laboratory entrance.
    • For more information: Installed software for each lab is noted at http://ccit.mines.edu/CCIT-Campus-Computing-Labs. General CCIT computing and facility information is available at http://ccit.mines.edu/CCIT-Facilities-Resources.
  •  Content Management System (CMS)
    • Description of service: CCIT provides a schoolwide content-management system (CMS) that allows easy editing and formatting of the web pages found primarily at http://inside.mines.edu and http://www.mines.edu, as well as many other mines.edu departmental websites. This is the preferred method for maintaining official Colorado School of Mines web pages.
    • Supporting services: Personalized training in use of the CMS is available to all individuals with accounts on the system. Written guides for using the CMS are available online. Standard HTML templates that closely resemble CMS pages are also available for those individuals and departments that want web pages formatted in "Mines style" but who prefer to use a traditional web-page-editing system. No training is provided for use of HTML templates.
    • Service limitations: Individual colleges, departments, or personnel are responsible for maintaining up-to-date content within their own CMS pages. CCIT staff will generally not update or maintain content in department web pages.
    • Service recipients: Official Mines colleges, departments, institutes, centers, programs, faculty and staff may request a website to be housed within the CMS. The CMS is not available for students, student clubs, or student projects, but students may be granted limited access to the CMS to help edit departmental pages as part of a work-study job.
    • Cost: Free
    • How to request this service: All inquiries concerning the CMS may be submitted via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of service availability: The CMS interface is available via any modern web browser from any location year round, except for very infrequent unplanned outages or for scheduled maintenance, which will be announced on the official CCIT Outages web page.
    • For more information: CMS documentation: http://inside.mines.edu/CCIT-CMS; CMS outages: http://inside.mines.edu/CCIT-Outages
  •  Course Evaluations
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address course-evaluation questions to the CCIT Enterprise Systems group.
  •  Desktop Support for Faculty and Staff
    • Description of service: ADS (Administrative/Academic Department Support) is a group within CCIT that provides computing support services to academic and administrative departments on campus. ADS supports hardware and software and some services. Support for enterprise-wide services such as wired and wireless networking, email, the campus web presence, and network-based applications is provided by other groups within CCIT.
    • Service limitations: Support for foreign-language systems is not available. Service is limited geographically to the campus and Mines Park. Remote support may be provided by telephone, email, or remote-login technology.  Priorities are set in this order: 1. any work-stoppage issue; 2. standard maintenance, installation, and upgrades; 3. long-term projects of a larger scope. Within these categories, service is provided on a first-in, first-out basis, though ADS reserves the right to adjust priorities for maximum efficiency. There is limited or no support for products and services no longer supported by the manufacturer. Support is not provided for the use of software products or for resolving functional problems in software products after they are successfully installed. "Helpdesk" support requests requiring information from the user will automatically close in five days unless there is a response, though they can be reopened upon request.
    • Service recipients: Any faculty, staff, or student using Mines-owned equipment or software.
    • Cost: While support itself is free, new equipment, replacement parts, extended warranties, and software must be purchased by the user. At times CCIT may have available suitable surplus parts that will be provided at no cost.
    • How to request this service: In all cases, submit a support request to the Mines Help Center "Helpdesk," http://helpdesk.mines.edu. Please include a description of the problem, error messages if applicable, and complete contact information. Requests requiring more information will be returned to the user. Once sufficient information is gathered, the support request will be assigned to a Service and Support Engineer who will arrange a service call. Support can also be requested by calling x2345 or 303-384-2345 during CTLM Computer Commons staffed times. In this case a Student Consultant will take your information and submit the support request for you. Answers to questions not requiring a scheduled visit may be provided at this time.
    • Key contacts: Urgent issues resulting in a work stoppage should be noted in the support request. For concerns regarding the quality of the service delivered please contact Ed Zucker, ezucker@mines.edu, 303.384.2460.
    • Hours of availability: Service is available during normal working hours Monday through Friday.
    • For more information: Please take a look at the ADS website: http://ccit.mines.edu/CCIT-ADS.
  •  Desktop Support for Students
    • Description of service: CCIT provides general support services, including software-installation help and diagnostic support for hardware issues, for the personally owned computers of undergraduate and graduate students.
    • Service limitations: All support services are provided in the Technology Support Center (TSC) in the CTLM Computer Commons; we cannot make "house calls." Service is available on a first-come, first-served basis. For more time-consuming issues and larger projects, an appointment may be made via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu. These computer-support services are intended to resolve issues that arise within the Mines computing infrastructure. Students are expected to install and configure software on their own computers. But guidance and assistance can be provided. CCIT will not perform hardware repairs on personally owned machines, but diagnosis and advice may be available.
    • Service recipients: Any Mines graduate or undergraduate student
    • Cost: Free
    • How to request this service: Walk into the Computer Commons during regular business hours. Availability of this service depends on the availability of student workers. Or submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu to schedule an appointment. At the time support is provided a Mines Help Center request will be required. All work on personally owned equipment will also require a signed damage waiver.
    • Key contacts: Contact the manager of the Customer Service Center directly at 303.273.3433.
    • Hours of availability: Regular Computer Commons hours.
    • For more information: Read about software available on campus, here: http://inside.mines.edu/CCIT-Software.
  •  Digital Signage
    • Description of service: The term "digital signage" refers to a system that provides visual content (e.g., events, advertising, and data) to large monitors situated in departments and buildings throughout campus. Specifically, CCIT provides an AMX signage composer server and will assist in connecting AMX players to the server system.
    • Service limitations: Users are responsible for purchasing an AMX player and display monitor, for power and data needs, and for installation. Content management and design of digital content it are also the responsibility of the end user.
    • Service recipients: Faculty, staff, and students may request support for digital signage.
    • Cost: Advice and support for connecting AMX players to the AMX server are free. Hardware costs are the responsibility of the signage owner.
    • How to request this service: Questions about digital signage may be directed to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: The AMX signage composer server runs 24/7, aside from scheduled downtimes for updates and maintenance. Support staff are generally available 7 a.m. to 4 p.m. weekdays.
    • For more information: See further information on the AMX signage player: http://www.amx.com/products/IS-XPT-2100.asp.
  •  Email Configuration (Faculty and Staff)
    • Description of service: Faculty and staff are eligible for assistance configuring their Mines Exchange email account on personal devices.
    • Supporting services: A Mines Exchange email account must already be established by the user.
    • Service limitations: Support is available only on campus or by telephone.
    • Service recipients: Faculty and staff using Mines Exchange email accounts.
    • Cost: Free
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of availability: Regular business hours Monday through Friday.
    • For more information: Take a look at Mines email services for faculty and staff, http://ccit.mines.edu/CCIT-Fac-Staff-Email, and basic email configuration for mobile devices, http://ccit.mines.edu/CCIT-Email-Mobile-Devices.
  •  Emergency (Blue) Phones
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address emergency-phone questions to the CCIT Telecommunications Team. (Emergency phones are generally blue, public phone kiosks distributed throughout the Mines campus.)
  •  Emergency Notification System
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address emergency-notification-system questions to the CCIT Enterprise Systems group.
  •  Emeritus Faculty Email
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address email questions to the CCIT Enterprise Systems group.
  •  Encryption
    • Description of service: Any mobile device -- laptops, tablets, smartphones and the like -- containing Mines institutional data must be encrypted. CCIT supplies both an enterprise-level encryption option and support for other encryption technologies. It is the user's responsibility to ensure that appropriate encryption methods are enabled and used to protect all institutional data stored on any mobile device, whether the device is owned by the institution or by the individual user.
    • Supporting services:  "Enterprise-level encryption" means that the encryption client relies on a central server through which CCIT, and therefore the institution, retains control over the data on these devices. The client periodically checks in with that server whenever the system is connected to the Internet. If a user is unable or unwilling to provide the password for access, authorized CCIT administrators can recover the encrypted data. If the mobile device is lost or stolen CCIT administrators can wipe the hard drive securely, thus protecting institutional data. Some departments and users may be required to purchase and use enterprise-level encryption due to the nature of the data they may store on their portable devices. Other departments and users may be allowed to use less-elaborate encryption solutions. The Department of Internal Audit and Compliance will conduct random compliance audits to make sure that all mobile devices holding institutional data are properly encrypted.
    • Service limitations: Each enterprise-level perpetual encryption license is vendor supported for three years. Any license can be swapped to another machine as long as the original system is either retired or has the encryption software totally removed. Supported devices, as of May 2014, include: Any Windows laptop; Microsoft Surface Pro tablets; laptops running Apple OS X; laptops running many Linux distributions. Encryption for unsupported devices such as smartphones is generally provided by non-enterprise encryption options supplied by the device vendor. These are dealt with on a case-by-case basis. The encryption requirement may also be waived in certain circumstances. Contact the Chief Information Security Officer (CISO) to seek an exemption. All exemptions must be approved by the CISO.
    • Service recipients: Any Mines faculty or staff who use mobile devices carrying institutional data.
    • Cost: Enterprise-level users pay $125 per supported mobile device using the preferred enterprise-level encryption software. Other encryption solutions are generally free.
    • How to request this service: Any supported mobile devices (mainly laptops) purchased by the school automatically have encryption software installed and enabled. This is performed by the Academic or Administrative Department Support Team of CCIT and usually takes a day or two to complete. Owners of previously purchased devices must coordinate with CCIT and the ADS Team to have encryption implemented.
    • Key contacts: All requests for encryption services are made via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of availability: 24/7
    • For more information: Read the Executive Directive on "Mandatory Use of Encryption Software for Mobile Devices" at http://inside.mines.edu/UserFiles/File/PoGo/Policies/CIT/MinesEncryptionMandate.pdfPDF versionText only version and the "Required IT Security Practices and Guidelines" policy document at http://inside.mines.edu/UserFiles/File/PoGo/Policies/CIT/SecurityPracticesAndGuidelines.pdfPDF versionText only version.
  •  Equipment Checkout
    • Description of service: CCIT controls a fleet of 16 Windows laptops available for checkout. A few, older LCD projectors are also available. This inventory will be upgraded over time.
    • Service recipients: Mines faculty, staff, and students.
    • Cost: Free
    • How to request this service: Submit the form found at http://ccit.mines.edu/CCIT-Reservations. A service representative will contact you about picking up the laptop or projector from the Computer Commons, CT156. A reservation is not confirmed until a CCIT staff member informs you that it is.
    • Hours of availability: Normal weekday business hours.
  •  Excess Hardware Management and Distribution
    • Description of service: CCIT maintains an inventory of used Intel-processor desktop computers and monitors that are available for redistribution to selected members of the Mines community.
    • Supporting services: These computers typically come with Windows installed, but most other software will need to be purchased by the recipient. CCIT will configure the hardware and software initially.
    • Service limitations: These machines are no longer under the manufacturer's warranty and the hardware will not be supported by CCIT.
    • Service recipients: Though the specific rules governing distribution of surplus hardware may change from time to time based on availability, these machines are available primarily to graduate students and faculty. CCIT will distribute excess computers to eligible recipients on a first-come, first-served basis.
    • Cost: Any additional software must be purchased by the recipient of the computer.
    • How to request this service: Open a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu stating your general requirements for excess computer hardware. Then complete the Surplus Computer Request Form found here -- http://techfee.mines.edu/UserFiles/File/ccit/techFee/surplus_computer_request_form.pdfPDF versionText only version -- and send it via email or inter-office campus mail to Ed Zucker (ezucker@mines.edu, CT257), manager of Client Services.
    • For more information: See current guidelines concerning the distribution of surplus Mines-owned computers at the bottom of this page: http://techfee.mines.edu.
  •  FAQfinder Frequently Asked Questions
    • Description of service: CCIT maintains an extensive public database of the most frequently asked computing questions we receive during the year. We call it FAQfinder.
    • Service recipients: Anyone
    • Cost: Free
    • How to request this service: Visit FAQfinder at http://faqfinder.mines.edu. Search by keyword or by category. Unanswered questions may be directed to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: 24/7
  •  File Servers
  •  Firewall
    • Description of service: A "border firewall" serves as a protective barrier between Mines networks and the outside world. By default, nothing on any on-campus system is accessible from the wider Internet. Exceptions are made for some services, such as Mines web pages, that must be open to the world. Fine-tuning access to Mines servers ensures that our Internet profile is as small and secure as possible while still serving legitimate institutional needs.
    • Service recipients: All mines faculty, students, and staff on Mines networks are protected automatically.
    • Cost: Free
    • How to request this service: All request for firewall exceptions or "holes" are considered by the CCIT Networking Team and Security Team via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Key contacts: All requests are individually assessed and ultimately approved or rejected by the CCIT Computing Infrastructure Security Officer.
    • Hours of availability: 24/7
    • For more information: See a general cybersecurity discussion at http://inside.mines.edu/CCIT-Cybersecurity-Tips and specific information on opening a new "hole" in the campus firewall at http://inside.mines.edu/faq086.
  •  Getting Started Guides
    • Description of service: CCIT offers a number of introductory web pages and documents for new students, faculty, and staff. These "Getting Started" resources tell how to connect with the numerous computing resources available to new members of the Mines community.
    • Service recipients: Mines faculty, staff, and students will find these guides useful.
    • Cost: Free
    • How to request this service: Visit http://inside.mines.edu/CCIT-Getting-Started and explore the links available there. Unanswered questions may be directed to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: Getting Started documents are available online 24/7. Support staff are normally available weekdays during regular business hours.
    • For more information: Specific guides to getting started with email, networking, printing and more are available here: http://inside.mines.edu/CCIT-Guides-Reference/. See also our FAQfinder database of frequently asked computing questions, at: http://faqfinder.mines.edu.
  •  Guest Network Access
    • Description of service: CCIT provides network access to sponsored guests of Mines faculty and staff. Wireless access and Virtual Private Networking (VPN) accounts are available. Accounts can be issued to individuals or groups, as required. Guest wired network access is also available in unusual circumstances by special arrangement.
    • Supporting services: CCIT provides troubleshooting assistance for guest network access. We can assist with setting network-performance expectations based on the location of network access, number of guests, and method of network access.
    • Service limitations: Guest access can be provided only to people 18 years of age or older. We request a week's notice to create guest credentials and evaluate the proposed service location. In general, we only provide wireless guest access. We make no warranties as to the suitability or availability of the wireless network in any particular location or at any particular time. Guest wireless access provides Internet access only, not access to other campus computing resources. A VPN guest account is required to access network resources that are restricted to the Mines community.
    • Service recipients: Any Mines faculty or staff member may receive this service.
    • Cost: Free
    • How to request this service: Submit a completed Guest WiFi/VPN Access form, found here: http://ccit.mines.edu/CCIT-NET-Guest-Access. Upon receipt of the form, CCIT will contact the sponsor with details about accessing the Mines wireless network, including username and password. It is the sponsor's responsibility to distribute these credentials to their guest(s). Technical assistance will be provided to the sponsor, not to individual guests.
    • Key contacts: Please submit a Mines Help Center "Helpdesk" request at http://helpdesk.mines.edu. In time-sensitive situations, contact the Computer Commons Front Desk (CT156a) at 303.273.3471.
    • Hours of availability: 24/7
  •  Hardware Procurement (Faculty and Staff)
    • Description of service: Hardware -- computers, printers, scanners, and so on -- is purchased directly by the user or department. However, CCIT will assist in finding and specifying appropriate equipment for the stated needs of the customer. CCIT will either prepare a sales quotation or provide information on how and where to purchase the hardware. When the equipment has been delivered, CCIT will prepare, configure, and install it.
    • Service recipients: Any Mines faculty or staff member may receive this service.
    • How to request this service: Please submit a support request through the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Key contacts: Urgent issues resulting in a work stoppage should be noted in the support request. For concerns regarding the quality of the service delivered please contact Ed Zucker, ezucker@mines.edu, 303.384.2460.
    • Hours of availability: Service is available during normal working hours Monday through Friday.
  •  Hardware Procurement (Mines Computer Labs)
    • Description of service: The computer hardware in most campus computer labs is purchased and replaced using Technology Fee funding. Twice a year Tech Fee proposals are submitted. The CCIT Lab Team provides quotes for new computer systems based on a standard computer build and specific use needs. The Lab Team also looks at peripheral devices used for data capture to ensure compatibility with current software and hardware.
    • Service limitations: Requests for advice on hardware purchases will be addressed as time is available. CCIT requests that queries be made as far in advance as possible.
    • Cost: Free
    • How to request this service: Contact the CCIT Lab Team with a Mines Help Center "Helpdesk" support request, http://helpdesk.mines.edu.
    • Hours of availability: The CCIT Lab Team is generally available during regular business hours weekdays.
    • For more information: Read more about the Mines Technology Fee here: http://techfee.mines.edu.
  •  High-Performance Computing
    • Description of service: CCIT's High-Performance Computing group maintains various HPC ("supercomputer") resources and offers support for Mines faculty and students using using HPC systems in research efforts. The goal of the service is to help scientists do their science through the application of HPC. The group maintains Mines' HPC platforms (currently Mio, AuN, Mc2, BlueM) and their file systems. The HPC group will provide documentation on system usage, and consulting and installations services, as time permits. 
      Service limitations: Service is limited to HPC resources that are owned by the Colorado School of Mines. Priorities are set in this order: 1. any work-stoppage issue; 2. standard maintenance, installation, and upgrades; 3. long-term projects of a larger scope. 
      Service recipients: Any Mines faculty member or student.
      Cost: While support itself is free, faculty may be required to purchase or supply a license for commercial software.
      How to request this service: Email the HPC Team (hpcinfo@mines.edu) or submit a support request to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu. Please include a description of the problem, error messages if applicable, and complete contact information. 
      Hours of availability: Service is available during normal working hours Monday through Friday.
      For more information: Please take a look at the HPC website for more details: http://hpc.mines.edu.
  •  Information Technology Policies
    • Description of service: Regulations concerning virtually every aspect of computing at Mines -- from proper email use to allowed content on personal (Mines-hosted) web pages -- are found in a series of policy documents. When requesting various Mines services, faculty, staff and students are reminded of these rules and required to accept them before proceeding. All users of Mines  information-technology services are required to know and abide by these policies.
    • Supporting services: The Mines Policy and Governance (PoGo) website contains myriad documents covering a large number of campus policies, including those regulating information-technology services.
    • Service recipients: All Mines faculty, staff, students -- as well as consultants, emeritus faculty and staff, and generally anyone who use Mines computer services -- are subject to the school's information-technology policies without exception.
    • How to request this service: View most Mines information-technology policies here: http://inside.mines.edu/POGO-Information-Technology. Unanswered questions may be asked via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • For more information: See the Mines Policies and Governance general website at: http://inside.mines.edu/POGO-Policies.
  •  Mailman Email Lists
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address Mailman questions to the CCIT Enterprise Systems group.
  •  Microsoft Imagine Premium Software for Students
    • Description of service: The school's Microsoft Imagine Premium (formerly DreamSpark Premium, formerly MSDNAA) subscription allows eligible students and faculty to download selected Microsoft software products at no cost. This program is restricted to individuals currently participating in science, technology, engineering, and math (STEM) departments and courses.
    • Supporting services: Microsoft Imagine Premium access requires an account on the Microsoft Imagine Premium website. CCIT will automatically create accounts at the beginning of each semester for all eligible students and faculty.
    • Service limitations: Accounts expire at the end of each semester. The agreement does not include Microsoft Office, which is available through other means.
    • Service recipients: Students taking at least one STEM course during the current semester are eligible. Student eligibility terminates at the end of each semester. Participating faculty must be involved in STEM classes to be eligible. Eligibility is recalculated at the start of each semester.
    • Cost: Though there is a substantial cost to the school, there is no cost to faculty or students.
    • Hours of availability: 24/7, while eligible.
    • For more information: See the MIcrosoft Imagine Premium web page here: http://ccit.mines.edu/CCIT-Imagine.
  •  Mines Calendar
    • Description of service: The official schoolwide Mines Calendar is intended as a single point of information regarding events on the Mines campus. Mines Calendar incorporates a number of separate data streams to provide a single listing of institutional events, departmental functions, sporting contests, and student-specific information. Event are entered into the calendar in a variety of ways by designated Mines Calendar "content creators." Mines Calendar is found at http://inside.mines.edu (compact view) or http://inside.mines.edu/Calendar (agenda view). Mines Calendar events may also be synchronized with Outlook- or Google-style calendars, if desired.
    • Supporting services: Sports-related Mines Calendar items originate in the official Mines Athletics calendar controlled by that department (http://minesathletics.com -- click the "Schedules" link). Student-specific calendar items are imported from the official Mines OrgSync student-organization portal at https://orgsync.com/login/colorado-school-of-mines (account login required). General and academic Mines Calendar items are entered via the Mines Content Management System (CMS).
    • Service limitations: Designation of a particular calendar item as "featured" or as a "front-page" event on http://inside.mines.edu is done at the discretion of Mines Public Relations, based on their best editorial judgment.
    • Service recipients: Anyone may access Mines Calendar. Designated individuals may create new calendar items.
    • Cost: Free
    • How to request this service: For help or training regarding Mines Calendar, or to request an account to enter general or academic-department-related Mines Calendar items, submit a Mines Help Center "Helpdesk" request to http://helpdesk.mines.edu.
    • Hours of availability: 24/7, except for rare scheduled outages.
    • For more information: A tutorial document for Mines Calendar content creators is available here: http://inside.mines.edu/UserFiles/File/ccit/cms/CMS-Calendar-Guide.pdfPDF versionText only version.
  •  Mines Emergency Alerts
    • See "Emergency Notification System," above.
  •  Mines Help Center (Helpdesk)
    • Description of service: Mines Help Center (MHC or "Helpdesk") is an online system for requesting and tracking support provided by CCIT and other campus departments, including Human Resources, Admissions, the Registrar, Financial Aid, the Office of Research Administration, the Faculty Senate, and Academic Affairs. End users can submit support requests, receive and submit email updates, and generally track the progress of their support request. The organization providing support will track and document the service provide and communicate with the end user throughout the process.
    • Supporting services: The system is based on a product called Footprints, sold and supported by BMC. All administration of Mines Help Center is performed internally by CCIT.
    • Service limitations: Facilities Management support requests use a different system and cannot be accepted through MHC (see instead, http://inside.mines.edu/Work-Order-2). In other cases where a request to a non-participating department is made, an attempt will be made to contact that department. Otherwise, the request will be returned to the user and closed. Each participating department enacts its own policies regarding service levels, response times, and so on.
    • Service recipients: Anyone
    • Cost: Free
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Key contacts: In an emergency, or if there is a problem with the Helpdesk itself, contact CCIT directly at extension 3433 on campus (303.273.3433) and ask to transferred to the Helpdesk Team manager.
    • Hours of availability: Mines Help Center itself is available 24/7. CCIT staff support is generally available during regular business hours Monday through Friday.
  •  Mobile Applications
    • Description of service: An optimized subset of the official Mines web presence is also available to those with mobile devices such as smartphones and tablets. Mobile customers may download official Mines Mobile applications from the Apple App Store (iOS) or Google Play Store (Android) to access Mines news, events, athletics, maps, and more on their mobile device.
    • Supporting services: In addition, a mobile-friendly website -- http://m.mines.edu -- allows similar mobile access through a web browser.
    • Service limitations: Not all information available at http://www.mines.edu and http://inside.mines.edu is available through these web interfaces.
    • Service recipients: Anyone
    • Cost: Free
    • How to request this service: Questions and suggestions regarding the Mines Mobile apps and website may be submitted via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: 24/7
    • For more information: See the Mines Mobile web page for details of our current mobile offerings: http://inside.mines.edu/CCIT-Mines-Mobile.
  •  MultiPass Account Management
    • MultiPass is (since March 2015) the main credential for access to Mines computing resources. MultiPass is managed via the Identity Management (IDM) system interface at https://identity.mines.edu
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to ask questions about your MultiPass account.
  •  Outage Notifications
    • Description of service: In the event of a planned or unplanned outage regarding computing infrastructure on campus (including web servers, telephone services, and other services provided by CCIT), information about the outage will be posted on the CCIT Outages page, http://inside.mines.edu/CCIT-Outages. Outage notifications are also displayed as the "CCIT Outages" channel on the Trailhead tab within Trailhead (see Trailhead Portal, below).
    • Supporting services: Outages notifications are also available via an RSS feed (http://inside.mines.edu/cms/program/content/rss.php?feed=7) associated with the outages page (see the RSS Feeds entry, below). In addition, since outage notifications are posted via the school Content Management System (see the Content Management System entry, above), this allows other Mines departments to post their own outage notifications, to their own outage channels, as well.
    • Service limitations: This outage notification system is limited to main computing resources. Campus facilities outages are reported via http://inside.mines.edu/outages/FAC-Outages-Archive.
    • Service recipients: Anyone may access outage notifications online.
    • Cost: Free
    • How to request this service: Creation and configuration of an outage-notices page, or training in the posting of outage notices, can be requested via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: Outage notifications are available 24/7. CCIT staff who administer the notifications infrastructure are available during regular weekday business hours.
  •  Outlook Web Access (OWA)
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address OWA questions to the CCIT Enterprise Systems group.
  •  Personal Home Pages
    • Description of service: CCIT provides a quick-and-easy web interface to create and edit a personal home page that includes a résumé, a photo, a list of interests, education details, and other data.
    • Service limitations: Personal home page creators must have a MultiPass account to create a page. Page creators are bound by the responsible-use information-technology policies enumerated here -- http://inside.mines.edu/POGO-Information-Technology -- and on the Create Personal Home Page web page here: https://inside.mines.edu/cgi-bin/create-home-page (please read these documents thoroughly). Creation of a personal home page is a service provided by the school. It can be withdrawn at any time.
    • Service recipients: All Mine faculty, staff, and students are eligible to create a personal home page hosted on Mines servers.
    • Cost: Free
    • How to request this service: Visit https://inside.mines.edu/cgi-bin/create-home-page, read the appropriate documents, and log in with your MultiPass credentials to start the process. For help on creating a personal home page, submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of availability: 24/7
    • For more information: See the Mines Help Center FAQfinder entry "How do I get a Mines personal website?" at http://inside.mines.edu/faq114 for details of this process.
  •  Phone Configuration
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address email questions to the CCIT Telecommunications Team.
  •  Print Management
    • Description of service: CCIT maintains a limited print-management service for printers hosted on CCIT-managed print servers (Cyclone, Lightning, AdminPrint1, and AdminPrint2).
    • Service limitations: We are currently not accepting new applications for print-management services pending implementation of a campuswide print-governance system.
    • Service recipients: Any Mines department.
    • Cost: None
    • How to request this service: While no new applications are being accepted at this time, departments may submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu to begin a dialog about print-management services in the future.
    • Hours of availability: 24/7
  •  Room Reservations for CTLM
    • Description of service: The Center for Technology and Learning Media (or "CTLM Building") offers a number of classroom and conference facilities that can be reserved for school-related activities. These include CT156, CTB56, and CT129 (all are computer labs), CT148 and CT242 (both are conference rooms).
    • Service limitations: While access to these rooms is generally first-come, first-served, occasionally high-profile events will force rescheduling of previously scheduled events. Also, some rooms in the CTLM, including the large auditorium CT102, are not controlled by CCIT and may be reserved through the Registrar's office.
    • Service recipients: Mines faculty, staff, and students.
    • Cost: Generally none, unless certain teleconferencing or other for-cost services are desired.
    • How to request this service: Submit the form at http://ccit.mines.edu/CCIT-Reservations specifying date(s) and time(s) and room desired. A CCIT staff member will reply with details. A reservation is not confirmed until a CCIT staff member informs you that it is.
    • Hours of availability: Reservations may be requested during regular weekday business hours. Rooms may be available outside those business hours.
  •  Search
    • Description of service: CCIT provides a campuswide Google Search Appliance (GSA) which enables us to customize web search results for Mines websites. It can be accessed via the search windows on http://www.mines.edu, http://inside.mines.edu and http://trailhead.mines.edu.
    • Service limitations: Customizing of search results is largely done to resolve load problems on our servers. Occasionally we will add keyword or phrase matches at the request of campus entities (departments, centers, student groups, and so on).
    • Service recipients: Anyone may access the search function via the World Wide Web. Requests for customized search results may be made by Mines faculty, staff, and students as described below.
    • Cost: Free
    • How to request this service: Information on, and customization of, the Mines Google Search Appliance may be requested through a Mines Help Center "Helpdesk" support request, http://helpdesk.mines.edu.
    • Hours of availability: 24/7
  •  Security
    • Description of service: This umbrella term refers to all aspects of information security at Mines. From technical solutions at the network, server, or application levels, to hands-on forensic analysis of Mines-owned machines involved in suspicious activities, to editing and creating new policy documents, to investigating any other issues where security is in some way bypassed or institutional data put at risk.
    • Supporting services: See the following CCIT Service Catalog entries for more details on various security-related services: Antivirus, Digital Signatures (S/MIME), Encryption, Firewall, and Virtual Private Network (VPN).
    • Service limitations: Due to currently limited resources, security investigations must be triaged at times, leading to possibly extended response times.
    • Service recipients: Any Mines student, faculty, or staff member.
    • Cost: Free
    • How to request this service: All computer-security issues are handled on a case-by-case basis by the CCIT Security Team, via a Mines Help Center "Helpdesk" support request submitted here: http://helpdesk.mines.edu.
    • Hours of availability: Automated security technologies typically operate 24/7. Security forensics and maintenance occur during regular business hours, Monday through Friday. True security emergencies are dealt with on a case-by-case basis.
    • For more information: See the CCIT Security Team website at http://ccit.mines.edu/CCIT-Security.
  •  Server Hosting
    • Description of service: CCIT will house non-CCIT-managed servers in a limited-access, secure, and environmentally conditioned (power and cooling) environment.
    • Supporting services: Server owners must perform any and all system-administration duties on any hosted server.
    • Service limitations: A summary of the hosted-server-area rules will be provided and must be agreed to prior to the hosting of any server.
    • Service recipients: Faculty and staff who have a demonstrated need to house a non-CCIT-managed server in appropriate environmental conditions are eligible. The service is not available to graduate or undergraduate students.
    • Cost: None, unless it is necessary to tailor the provided environment to a particular server.
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu and ask for information about hosted servers.
    • Hours of availability: 24/7 after hosting is established.
  •  Software Development (HPC)
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about software development in high-preformance computing to the CCIT HPC group.
  •  Software and Software Licensing
    • Description of service: Mines is diligent about complying with software-license agreements and protecting intellectual property. Licensing restrictions vary by product. Many software products are available for student use in classrooms and computer labs. In some cases this software may be available to users outside of labs. Some software licenses are restrictive or may have a cost to the end-user. CCIT purchases and maintains licenses for most of the widely used products deployed in labs. More specialized products and products intended for research use are purchased by research centers or academic departments. CCIT installs software and manages network-based licensing for these products.
    • Supporting services: Depending on the software in question, installation and configuration support by CCIT's Academic and Administrative Department Support Team (ADS), Lab Team, or Server Team is required.
    • Service limitations: We will not install unlicensed software. Be prepared to demonstrate legitimate use of software when requesting installation.
    • Service recipients: Faculty, staff, and students (depending on the product and the terms of the license).
    • Cost: Costs associated with software purchases are generally borne by the user. Proof of purchase or appropriate licensing must be maintained by the user and demonstrated prior to installation. In some cases of widely used software, the costs are borne by CCIT.
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu. Most requests are handled by ADS staff. Classroom requests are handled by the CCIT Lab Team. The CCIT Server Team installs and maintains network-license servers.
    • Hours of availability: Network licenses are available from license servers 24/7. Staff support is available during normal business hours.
    • For more information: See the CCIT Software page at http://ccit.mines.edu/Software. Visit the CCIT Software Licensing page at http://ccit.mines.edu/CCIT-Software-Licensing for a more detailed explanation of licensing services, scopes, and types.
  •  Spam Filtering
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about campus spam filtering to the CCIT Enterprise Systems group.
  •  Technology Support Center (CTLM Computer Commons)
    • Description of service: The Technology Support Center (TSC) provides walk-in support to faculty, staff, and students for issues such as network and email connectivity, account claim and password issues, and other issues that can be resolved in a reasonable amount of time. Complex problems presented by faculty and staff may be rescheduled for an office visit. Student Consultants are the primary provider of support. When available, professional staff will be present between 9 a.m. and 3 p.m. Monday through Friday.
    • Service recipients: Mines students, staff, and faculty
    • Cost: Free
    • How to request this service: Walk into the Computer Commons (CT 156) during regular business hours. Availability of this service depends on the availability of student workers. Or submit a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu to schedule an appointment. At the time support is provided a Mines Help Center request will be required. All work on personally owned equipment will also require a signed damage waiver.
    • Hours of availability: The Technology Support Center is available during regularly scheduled and posted hours. Typical hours are: Mon-Thu 7 a.m. to 11:45 p.m., Fri 7 a.m. to 5:45 p.m., Sat 9 a.m. to 5:45 p.m., Sun 9 a.m. to 11:45 p.m. The Center for Technology and Learning Media (CTLM) building may be closed during holiday periods. Professional staff will be present between 9 a.m. and 3 p.m., Monday through Friday.
  •  Telephones
    • Description of service: CCIT offers telephones to the campus for outbound, inbound, and on-campus calls. There are several phones to choose from, depending on telephony needs, and phones can be installed in offices, labs, conference rooms, and hallways. Phones can be set to on-campus calls only, local calls, and long distance/international calling. Troubleshooting issues, phone upgrades, and training are available.
    • Service recipients: All Mines faculty, staff, and departments.
    • Cost: There is a monthly fee of $43 for phone service. The cost for installation of new phones includes the cost of the phone plus one hour of labor ($42.88).
    • How to request this service: Submit a Mines Help Center "Helpdesk" request to http://helpdesk.mines.edu. Please include a FOAP in your request.
    • Hours of availability: Phones operate 24/7. Telecom staff are available during regular weekday business hours.
    • For more information: See the CCIT Telecommunications website, here: http://ccit.mines.edu/CCIT-Telecommunications.
  •  Trailhead Portal
    • Description of service: Trailhead is a campuswide "portal" -- an entry point to access a wide variety of campus resources. Some of the resources accessible through Trailhead are: Self-Service Banner (see Banner Self-Service entry, above), Student Housing portal, National Student Clearing House, Vacation/Sick Leave Reporting system, LON CAPA, MyMail, Outlook (Exchange) Web Access. Access to resources through Trailhead is based on an individual's campus role(s) as determined by Banner and the campus Identity and Access Management system.
    • Service recipients: Trailhead access (via MultiPass) is available for students, faculty, staff, and individuals with custom roles when appropriate.
    • Cost: Free
    • How to request this service: New faculty, staff, and students will typically create a Trailhead account (and other accounts) soon after arriving on campus, via the Identity Management system at https://identity.mines.edu.
    • Hours of availability: The portal is available online 24/7 except for periodic scheduled maintenance windows. Portal maintenance staff are available during regular weekday business hours.
  •  Video Conferencing
    • Description of service: Mines maintains five video-conferencing systems, four of which are available for general use. The four systems may be scheduled through department offices in Engineering, Petroleum Engineering, and CCIT (2).
    • Supporting services: Training and test calls may be requested as described below.
    • Service limitations: Classroom support takes priority over scheduled video conferencing calls. If support staff is available CCIT will provide support for connections during a video conference.
    • Service recipients: Mines faculty, staff, students and other stakeholders in the conference call.
    • Cost: Free
    • How to request this service: Contact the appropriate department to schedule a video conferencing room. For training and support regarding video conferencing, contact CCIT via the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Key contacts: If a conference is in session call extension x2345 (303.384.2345) and a student consultant will assist you in putting in the request for service. If a support person is available, immediate emergency support during the video conference will be provided.
    • Hours of availability: Support staff are generally available 7 a.m. to 4 p.m. weekdays. Video conferencing equipment is available by appointment.
    • For more information: View this training video for LifeSize video conferencing systems: http://wpc.0ab7.edgecastcdn.net/000AB7/Training%20Videos/Video_Systems_4_5_RmTmExp/player.html
  •  Virtual Private Network (VPN)
    • Description of service: The Mines Virtual Private Network (or, VPN) allows authorized users to bypass the campus firewall when necessary to access campus-only network resources from off campus.
    • Service recipients: Any Mines student, faculty, or staff member.
    • Cost: Free
    • How to request this service: Using Mines MultiPass credentials, log into https://vpn.mines.edu and proceed through the one-time setup process.
    • Key contacts: All VPN issues may be resolved by opening a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • Hours of service availability: 24/7
    • For more information: See general details of our VPN here: http://ccit.mines.edu/CCIT-VPN.
  •  Virtual Servers
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about virtual servers to the CCIT Server Team.
  •  Voice Mail
    • Description of service: CCIT provides voice mail capability with all Mines phones. Voice mail messages can be forwarded or saved. Users have the ability to record standard, out-of-office, and extended-absence greetings. Voice mail messages can be retrieved from on or off campus. Troubleshooting and training in the use of voice mail are available.
    • Service recipients: All Mines faculty and staff that have a CCIT-provided phone that supports voice mail.
    • Cost: Free
    • How to request this service: This service is included with the installation of a CCIT-provided phone. Submit questions concerning your voice mail to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu.
    • Hours of availability: Voice mail is operational 24/7. Voice mail support personnel are available during regular weekday business hours.
  •  Web Applications
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about enterprise web applications to the CCIT Enterprise Systems group.
  •  Web Servers 
    • Description of service: CCIT provides three kinds of web servers to the general campus community: 1. Content Management System-based servers that are used to maintain http://inside.mines.edu, http://www.mines.edu, and various other mines.edu "virtual" sites also housed within those systems; 2. a traditional HTML-based web server for departments and other campus institutions that prefer not to use a CMS; 3. a generally unsupported experimental web server running CGI and other services for departments and organizations wishing to use those services.
    • Service limitations: The ability to create and edit pages on CCIT-hosted web servers is generally restricted to Mines faculty and staff. However, personal home pages are available to all faculty, staff, and students.
    • Service recipients: Depends on the system.
    • Cost: Free
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request to http://helpdesk.mines.edu. Or create a personal home page yourself via the Personal Home Page Creation Tool here: https://inside.mines.edu/cgi-bin/create-home-page.
    • Hours of availability: 24/7
    • For more information: Read more about personal home pages: http://inside.mines.edu/CCIT-Personal-Web-Sites.

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EXTENDED SERVICES

Extended services are specialized, lower priority services that are made available as time and personnel permit during regular business hours.

  •  Cloud (Fog) Computing
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address cloud- or fog-computing questions to the CCIT Server Team.
  •  Content Management System Training
    • Description of service: Training for users of the Mines Content Management System (CMS) is available in two formats: (1) Individually scheduled sessions in front of the user's own computer; or, (2) in periodic group session in a CCIT computer lab. Both modes of training may cover the basics of CMS operation or particular questions individuals may have about the CMS.
    • Service limitations: Scheduling may be influenced by season and workload within CCIT.
    • Service recipients: Anyone with a CMS account.
    • Cost: Free
    • How to request this service: Please submit a support request to the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu. Feel free to suggest some convenient times for your individualized training and a CCIT representative will respond. Group training is scheduled periodically throughout the year.
    • Hours of availability: CCIT staff will respond to Helpdesk support requests and conduct training during regular business hours, typically 7 a.m. to 4 p.m. weekdays.
    • For more information: See these documents for more details concerning the use of the CMS and why we use a CMS-type system in the first place: http://ccit.mines.edu/CCIT-CMS.
  •  Custom Programming (Enterprise)
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about enterprise custom application programming to the CCIT Enterprise Systems group.
  •  Data and Document Retention
    • Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to ask questions about data- and document-retention systems at Mines.
  •  Digital Signatures
    • Description of service: "Digital signing" of email messages by a sender gives the recipient a high degree of certainty that the message originated with the claimed sender and has not been altered since it was sent. This ability is generically called "secure email" or "S/MIME" technology.
    • Supporting services: Most modern email clients are fully conversant with the underlying requirements of sending and reading S/MIME messages.
    • Service limitations: Most S/MIME certificates are issued with a one- to three-year life cycle. After the expiry date, any old certificates will be flagged as "expired" by most email clients. The certificate should then be replaced by a valid new one.
    • Service recipients: At this time, only the CCIT staff is testing digital email secure signing. The service is likely to be made available to more Mines faculty and staff over the next few years.
    • Cost: There are costs associated with this service but actual figures for groups outside CCIT have not yet been determined.
    • How to request this service: CCIT is not yet accepting requests for this service.
    • Key contacts: All S/MIME issues are addressed by the CCIT Security Team via a Mines Help Center "Helpdesk" support request at http://helpdesk.mines.edu.
    • For more information: See "The Joys of Importing and Using an S/MIME Certificate" at: http://ccit.mines.edu/UserFiles/File/ccit/security/importing_and_using_smime_certificate-web.pdfPDF versionText only version.
  •  Email Aliases
    • Email aliases are available to those with Mines email accounts in a few, limited circumstances. Use the Mines Help Center "Helpdesk" at http://helpdesk.mines.edu to address questions about email aliases to the CCIT Enterprise Systems group.
  •  Fax (POTS) Lines
    • Description of service: Analog lines (also known as "POTS" lines or "Plain old telephone service") for FAX machines or special circuits can be provided by CCIT’s telephony system, or a CenturyLink line can be extended to most locations on campus.
    • Supporting services: Installation and troubleshooting is available.
    • Service recipients: Mines faculty, staff, and departments.
    • Cost: There is a monthly fee of $22.50 for CCIT-provided lines. The cost of CenturyLink lines is passed through to the customer. Cost for installation is $42.88.
    • How to request this service: Submit a Mines Help Center "Helpdesk" support request to http://helpdesk.mines.edu. Please include a FOAP in your request.
  •  RSS Feeds
    • Description of service: RSS, short for "Really Simple Syndication" (and a number of other acronyms), is a convenient method for delivering text and other information via an online "feed" or "channel" that is updated periodically and automatically. CCIT, Mines Athletics, Mines Public Relations and other entities use RSS feeds to keep the campus community up to date regarding service outages, sporting events, campus news, and so on.
    • Supporting services: RSS data may be entered via several interfaces on campus, including the Mines Content Management System, the student portal OrgSync, and by proprietary interfaces controlled by various school departments. RSS data must be viewed in an RSS reader. Some browsers (e.g., Firefox) will do so automatically. In other cases, on mobile devices for instance, specialized RSS readers may be required.
    • Service limitations: Not every kind of information may be usefully disseminated via RSS feed. Other publication methods -- web pages, podcasts, email, Mailman mailing lists, or even paper flyers, for instance -- may yield better results in particular cases.
    • Service recipients: Official Mines departments may request establishment of their own RSS feed, generally managed through the Mines Content Management System, for legitimate school purposes.
    • Cost: Free
    • How to request this service: If your department would like to disseminate information via RSS feed, please contact CCIT via Mines Help Center "Helpdesk" at http://inside.mines.edu. We can discuss your various publication options.
    • Hours of availability: Once set up, RSS feeds are available 24/7. New items will appear in your feed soon after they are posted. Items may be posted via the CMS from on or off campus, 24/7.
    • For more information: See sample Mines RSS feeds like http://inside.mines.edu/cms/program/content/rss.php?feed=10 (the Trailhead Outages feed) or http://inside.mines.edu/cms/program/content/rss.php?feed=9 (the Capital Planning and Construction feed) for a sense of how RSS feeds work and what they're used for.
  •  Web Analytics
    • Description of service: Analytic information concerning many school web pages -- information such as number of visitors, duration of visits, and so on -- is available to users of the school's Content Management System (CMS).
    • Supporting services: Analytic information is enabled by Google Analytics.
    • Service limitations: Only websites that are maintained within the Mines Content Management System, such as http://www.mines.edu, http://inside.mines.edu, and various departmental websites like http://econbus.mines.edu (for example), are tracked by Google Analytics. Websites not maintained via the CMS, or websites housed on external servers, may (or may not) use other methods for gathering analytics-style data, but CCIT does not have access to such information. In addition, turnaround time for analytics requests may be impacted by seasonal workload and other factors.
    • Service recipients: Designated "owners" of official Mines websites maintained in our CMS.
    • Cost: Free
    • How to request this service: Submit a Mines Help Center "Helpdesk" request to http://helpdesk.mines.edu. Please include the address of the website (or web page) in question and a list of data that you would like to retrieve. A narrative description of the kinds of information of interest is sufficient.
    • Hours of availability: Analytic services are made available on an time-available basis, during regular business hours weekdays.

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Last Updated: 07/14/2017 14:42:14