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Information Technology Services

The Information Technology Services (ITS) is the office that handles all concerns of the Colleges that is related to IT. From being an adviser on the purchases of computer related equipments, repairs of computer peripherals, monitoring and maintenance of the network inside the campus, improving and speeding the processes of the departments within the Campus by automating the procedures through the use of systems and the responsibility to maintain and improve these systems, and up to the disposal of the computer related equipments of the Colleges.

Vision and Mission
Vision Statement

ITS is envisioned as the center of innovation and solutions provider of the College supporting an excellent Christian education promoting towards an international scope and reputation.

Mission Statement

The Mission Statement of ITS is:

  • to provide high-quality and cost-effective IT services that meet the needs of the College and its members;
  • to contribute to the College’s wide range of IT training and relevant training resources;
  • to foster and support excellence, innovation, best practice, and value for money in the use of IT in teaching, learning, and research across the College;
  • to promote effective communication throughout the College IT community;
  • to promote awareness and encourage advancement of technology among industry partners, neighboring academic institutions, local government units and technology providers and vendors.

ITS will fulfill its Mission:

  • by operating, developing and supporting the College’s primary computing infrastructure and services including facilities such as the network backbone and its external connections; central email, web, news, and backup servers; and other core College -wide support services including security and anti-virus support;
  • by fostering the effective use of IT in all disciplines through the provision and development of training and courses, learning and teaching resources, and by such activities as negotiating advantageous arrangements for the supply and maintenance of hardware and software etc.;
  • by actively supporting the work of, and collaborating closely with, IT Support Staff within the College;
  • by developing centers of expertise in relevant areas relating to the application of IT;
  • by promoting and demonstrating good practice on the use and exploitation of IT reosurces;
General Computer and Network Use Policy
Section I – Introduction and Purpose
Access to computer systems and networks owned or operated by Lorma, Inc. imposes certain responsibilities and obligations, and is granted subject to Lorma, Inc. policies and Philippine laws.

In keeping with and in addition to Lorma’s Vision and Mission Statements, appropriate use of Lorma, Inc. Computing Resources is always ethical, reflects academic and professional honesty, and shows restraint in the consumption of shared resources. It demonstrates respect for intellectual property, ownership of data, system security mechanisms, and individual’s right to privacy and freedom from intimidation, harassment, and unwarranted annoyance.

Section II – Acceptable Use
In using Lorma, Inc.’s computing resources one MUST:

  • Exercise responsible and ethical behavior.
  • Use resources only for authorized purposes.
  • Protect your login name and password from unauthorized use. You are responsible for all activities performed under your login name and password.
  • Choose a password that has no obvious connection to you.
  • Access only files and data that are your own, that are publicly available, or to which you have been given authorized access.
  • Use only legal versions of copyrighted software in compliance with licensing agreements.
  • Avoid viewing, downloading or distributing pornographic material, as well as electronic participation in related activity. This includes but is not limited to photographs, movies and extremely explicit written material.
  • Avoid monopolizing systems, overloading networks with excessive data, or wasting computer time, connect time, disk space, printer paper, software manuals, or other resources.

Section III – Examples of Inappropriate Use
In using Lorma, Inc.’s computing resources one MUST NOT:

  • Use another person’s login name and/or password.
  • Use another person’s files, system or data without permission.
  • Use computer programs to decode passwords or access control information.
  • Attempt to circumvent or subvert system security measures.
  • Physically abuse, vandalize or burglarize any of Lorma, Inc. computing resources. This includes hardware, firmware, peripherals, accessories, network cabling, tools, proprietary and non-proprietary software.
  • Engage in any activity that might be harmful to systems or to any stored information, such as creating or propagating viruses, disrupting services, modifying or damaging files, or changing network settings.
  • Use Lorma, Inc. systems for partisan political purposes, such as using electronic mail to circulate advertising for political candidates.
  • Make or use illegal copies of copyrighted software, store such copies on Lorma, Inc. systems, or transmit them over Lorma, Inc. networks to outside systems.
  • Use E-mail or other messaging services (such as Discussion Forums, Bulletin Boards, etc.) to harass, intimidate, or otherwise annoy another person, for example, by broadcasting unsolicited messages, or sending unwanted mail.
  • Mask the identity of an account or machine. This includes sending mail that appears to come from someone else.
  • Use Lorma, Inc. Systems for any activity that is commercial in nature not related to work or academic purpose at Lorma, Inc., such as consulting services, typing services, developing software for sale, advertising products, and/or other commercial enterprises for personal financial gain.
  • Perform an act without authorization that will interfere with the normal operation of computers, terminals, peripherals, networks, or will interfere with others’ ability to make use of the resources.
  • Deliberately waste computing resources, such as playing games or chatting (IRC) wile someone else is waiting to use the computer for Lorma related work, sending chain letters, spamming, treating printers like copy machines, storing or moving large files that could compromise system integrity or preclude other users’ right of access to disk storage, etc.
  • Engage in any other activity that does not comply with the General Principles presented above.

Section IV – Consequences
Enforcement of Policy Violations
Lorma, Inc. considers any violation of the Computer and Network Use Policy to be a serious offense and reserves the right to summon witnesses, copy and examine files or information resident on Lorma, Inc. systems allegedly related to inappropriate use.

The appropriate Administrative and/or Academic Head(s) of the facility where the incident occurs, will review violations of the Computer and Network Use Policy on a case-by-case basis. Violations of poicy may result in termination of the violator’s network and/or computer access/services. Lorma, Inc. also reserves the right to impose other sanctions such as employment termination or dismissal from Lorma Colleges in the case of students.

Fines or other penalties incurred through use of the Lorma, Inc. network to access facilities outside the compound are the responsibility of the violator(s) on whom the fines or penalties are imposed. Lorma, Inc. accepts no responsibility for such fines or penalties.

Section V – Definitions
Computing Resources: Computing facilities, services, and network systems such as computers and computer time, data processing or storage functions, computer systems and services, servers, networks, input/output and connecting devices, and related computer records, programs, software and documentation.

Electronic Mail Systems (E-Mail) or Services: Any messaging system that depends on computing facilities to create, post, send, forward, reply to, transmit, store, hold, copy, download, display, view, read, or print computer records for purposes of asynchronous communication across computer network systems between or among individuals or groups, that is either explicitly denoted as a system for electronic mail or is implicitly used for such purposes, including services such as electronic discussion forums, bulletin boards, listservers, and newsgroups.

IRC: Internet Relay Chat enables people connected anywhere on the Internet to join in live discussions.

Lorma, Inc: Lorma Incorporated and all sub-units.

Procedures – Computer Device Assembly, Installation, Transfer, Evaluation and Maintenance
Device Assembly

  1. If the computer being assembled originated from other departments, the Technical Support Staff logs the request at the Support Ticketing System.
  2. The Computer Technician assembles the computer hardware peripherals according to device installation manual.
  3. The Computer Technician also accomplishes a PC Profile & Maintenance Card which will serve as the computer identification.
  4. Technical Support includes the accomplished task to the daily report sent to email and updates the Support Ticketing System when completed.

Device Installation

  1. The Technical Support Staff opens a new support ticket with the details of the task at hand.
  2. Technical Support properly executes installation of appropriate hardware and software according to the needs of requesting party guided by the installation manual.
  3. The Technical Support logs and accomplishes the PC Profile Card and attach to the CPU of the computer.
  4. The Technical Support includes the accomplished task to the daily report sent to email and updates the support ticket when completed.

Device Transfer

  1. The Technical Support receives request for the transfer of a device and adds a support ticket at the Support Ticketing System and/or entered to the Technical Support Logbook.
  2. The Technical Support undertakes Device Evaluate if needed to qualify to transfer.
  3. The Technical Support or the requesting party transfers the device in accordance to the device’s user manual and instruction.
  4. The Technical Support closed the support ticket or the requesting party signs the Technical Support Logbook upon completion of the transfer.

Device Evaluation

  1. The Technical Support receives the request, or undertakes on their own, the evaluation of a device for the following considerations:
    1. Replacement
    2. Preventive maintenance or repair
    3. Transfer
  2. Technical Support shall log the request as a support ticket if it originated from other office/department.
  3. The Technical Support undertakes appropriate evaluation measures respective to the device’s working standard.
  4. The Technical Support fills up the Computer Equipment Evaluation Form for findings, recommendations, and actions taken.
  5. The Technical Support forwards its findings and recommendations to the respective office/department for further actions necessary.
  6. The Technical Support updates the Support Ticketing System and include task to the daily report sent via email.

Preventive Maintenance

  1. The Technical Staff routinely checks unit and other computer peripherals every month.
  2. If needed, the device will be forwarded for repair.
  3. The Technical Staff adds entries to the PC Profile Card for the task(s) done.
  4. The Technical Staff adds entries to the Technical Support Logbook and include task to the daily report sent via email.

Repair

  1. The Technical Staff fills the Request and Accomplishment Form and signed by the requesting party.
  2. The Technical Staff logs request and add to the Support Ticketing System.
  3. Technical Staff in-charge undertakes required measures and procedures.
  4. Technical Staff in-charge updates the Support Ticketing relative to the request.
  5. The Technical Staff forwards the device, the Request, and Accomplishment Form for signature by the requesting party upon completion.
  6. The Technical Staff updates the Support Ticketing System for closure of the request.
Procedures – Device Registration and Deactivation
Device Registration

  1. The owner or care-taker of the device forwards the request to the Technical Support Staff Office during scheduled hours of registration.
  2. The Technical Support orients the requesting party of the General Computer and Network Use Policy for Lorma Computer Resources.
  3. The Technical Support evaluates compatibility of the devices to currently established network connectivity of intended interest.
    1. Hardware Identification
    2. Device Configuration
    3. Malware detection and removal
    4. Test for compliance to connectivity
    5. Coordinate with System Administrators
  4. The Technical Support logs device information, ownership and client signature on the Technical Support Logbook agreeing to the Use Policy mentioned above.
  5. The Technical Support includes the tasks undertaken in its daily report sent via email.

Device Deactivation

  1. The Technical Support in coordination with the System Administrator shall take measures to deactivate all devices every end of semester except those that are continually used by the daily operations of the school.
  2. The Technical Support shall put to logs and email details as part of tasks completed.
Procedures – System Administration Email Account Management
Email Account Creation for new employee

  1. HR or Department Head of new user recommends or coordinate with Systems Administrator for the creation of email account for new employee.
  2. The user proceeds to the server room and provide the Systems Administrator with the needed account information for email account creation. The user may provide his/her personal password to complete his/her user account.
  3. System Administrator create and deactivate new email account following a standard naming convention for new email address using <firstname><lastname>@lorma.edu format.
  4. The user confirms the creation of the account by initially using the account to login to email system.
  5. Systems Administrator orients the new user on the features and how to use their email accounts.
  6. System Administrators log activated account to be included on the daily report.

Password Reset

  1. System Administrator shall receive password reset request from user personally or through phone or email.
  2. System administrator should make measures to verify the identity of the request as owner of the account.
  3. Upon confirmation, the System Administrator shall issue a temporary password or the user will personally input his/her password.
  4. The System Administrator shall log the activity and include on the daily report.

Lormamail Account egroup membership modification

  1. System Administrators should add the newly created email account to email groups intended for employees as classified by department, teaching or non-teaching and school level.
  2. System Administrator shall update email group membership of the email account holder when he/she transfer to other department and/or upon request of HR or respective department head.
  3. System Administrator shall remove all email group membership of an account whose account holder is no longer connected to the institution.
  4. The System Administrator shall log the activity and include on the daily report.
Procedures – User Control
Account Creation

  1. Upon proper acknowledgement of employment of a faculty or staff requiring access to the School System, HR will notify the UA for the employee’s user account through the Systems Development and Support Form (MIT.C013.01.0).
  2. The user may provide his/her personal password to complete his/her user account.
  3. In case of the absence of the user, HR refers the user to undergo Account Modification.
  4. The user confirms the creation of the account by initially using the account to log in to the school system.

Account Modification

  1. The User fills up the Systems Development and Support Form (MIT.C013.01.0)
  2. THE HR recommends the request by providing the remarks and signature on the form.
  3. The User of the HR forwards the form to the UA.
  4. The UA acknowledges the request by filing the Systems Development Status Logbook with reference to the forwarded support form.
  5. The UA ushers the modification as requested.
  6. The user confirms the completion of the request by affixing his/her signature on the Systems Development Status Logbook.

Account Deactivation – this applies during any of the following scenarios

  1. The HR fills up the Systems Development and Support Form with specification and notes for the deactivation of a user or a list of users.
    1. The UA acknowledges the request by filing the Systems Development Status Logbook with reference to the forwarded support form.
    2. The UA ushers the deactivation of user account(s).
    3. The UA provides date, signature and other needed references as notes and confirmation of the deactivation.
  2. Processing of Clearance
    1. The concerned user approaches the UA with the clearance form.
    2. The UA acknowledges the request by filing the Systems Development Status Logbook.
    3. The UA deactivates the account.
    4. The User confirms the deactivation by signing the Systems Development Status Logbook.
    5. The UA completes the procedure by affixing his/her signature on the employee’s clearance form with necessary notations.
  3. Account Reactivation
    1. See Account Modification.
Ticketing System
The ticketing system helps the IT Services team to track their progress on a certain unfinished task and other previous tasks.

How does the ticketing system work?

  1. A ticket is opened and will be assigned to one or two of the staff in the ITS based on the Help Topic provided.
  2. The assigned staff will be updating the ticket based on the progress of the tasks defined in the ticket.
  3. The ticket provider will be notified of the updates on the ticket through his / her provided email.
  4. If the objectives of the ticket are met or the tasks defined are all done, the ticket will be closed either by the ticket provider or the assigned staff. Do note that the ticket is not deleted but rather archive for reference / tracking later on.

Link to the ticketing system – http://ticket.lorma.edu/

FAQ
  1. Why can’t I access/connect to any of the Wi-Fi connections inside the campus?
    “You need to go to the office of the ITS (Information Technology Services) and have your device/gadget to be registered by a technical staff for you to be able to access any Wi-Fi hotspots within the campus.”

    1. Why do I have to register my device every semester?
      “For us to identify the statistic/update on number of users every semester. Registration of devices also enables us to identify which services should we provide and how are we going to support the devices.”
    2. Is there a fee that I should pay upon registration of my device?
      “None, the fee is already included in your tuition fee.”
  2. I have a problem with my personal device/s, can I seek help from the IT Services?
    “Yes and no, we can give you consultation on your personal device/s but we will not do any repair, recovery, installation, and other hands-on method.”
  3. Why are you migrating from a windows platform to a Linux platform?
    “To make the students capable of using not only windows but also other operating systems such as Linux; and to protect the students from the spreading malwares and viruses across a windows platform within the campus that can affect their academic activities.”

    1. Why did you chose Ubuntu OS as your Linux platform? Is it better than the other Linux OS?
      “Ubuntu is user friendly and have available support from many users; therefore, it is the best choice as of the moment.”

*Do you have any more questions that are not answered in this FAQ? Send it through our feedback form (located on the topmost part), provided with your email, so we can respond to you via email and we can add it on this page at a later time. Thanks~