A set of standard products, services and operating practices with defined level of support relating to the use of Information Technology (IT) at the University has been established. The definition and adoption of standard services focuses the range of products to be supported centrally by ITS for enhanced productivity and cost-effectiveness. It also enables a high degree of uniformity in the provision of IT facilities and services to staff and students and hence facilitates the campus-wide launching of new and advanced technologies. 

Service is defined in three support levels in the following Service Areas:

  1. Hardware maintenance 
  2. Networking and Internet access 
  3. End-user computing
In addition to the above services, ITS also provides administrative systems development services to the administrative offices and academic departments. However, as most of these services are complex and purpose built, budgets for the development of such systems are normally solicited by the user department upon ITS' estimation of the efforts and its recommendations.

The three levels of support for Service Areas 1 to 3 are : 
 

Level 1-
Comprehensive and full range support provided by ITS, or by vendors through coordination of ITS, including training, Hotline and HelpCentre Support, and software upgrade, acquisition and distribution
Level 2 - 
Limited support by ITS or by vendors through coordination of ITS
Level 3 -
Facilitation and advice by ITS only

 

Service Area 1. HARDWARE MAINTENANCE 

HARDWARE MAINTENANCE
Hardware Supported Support Level

System Equipment 
DELL Servers 
IBM Servers
HP Servers


1
1
1

Desktop Equipment
ACER, HP Compaq, IBM, Lenovo & DELL with Intel Core Duo, Core 2 Duo, Core 2 Quad, Dual-Core and Core i3/i5/i7 (INTEL CPU ONLY) (up to 32GB RAM, 2TB HDD, DVD RW, assembled PC with AUSU motherboards)

 
1

Monitor 
19" to 29" LCD Display 


1

 

 

Service Area 2 NETWORKING AND INTERNET ACCESS  

NETWORKING AND INTERNET ACCESS
Services Supported Support Level
Network Protocols 
TCP/IP  

1
Network Services  
Web hosting, Internet Firewall, DNS, DHCP, RADIUS, LDAP, University Portal
1
Remote Access 
Staff Virtual Private Network (VPN)

1
Wireless LAN 1

 

Service Area 3 END-USER COMPUTING 

END-USER COMPUTING
Software Supported Support Level
Operating System 
Windows 10
Mac OS 10.x or above 

Word Processors 
MS Word  

Spreadsheets 
MS Excel  

DBMS 
MS Access 

Internet  
Internet Explorer
Google Chrome
Other Internet Utilities 

Presentation  
MS PowerPoint

Email  
MS Outlook

Chinese Computing 
Chinese Windows 10
Chinese MS Word  
Chinese MS Excel

Anti-Virus 
NOD32  

Query Tool  
Business Objects 

Project Management  
MS Project

e-Learning
Blackboard LEARN@PolyU (理學網)
Turnitin
Other e-Learning platforms & technologies

Video Services
Panopto Video Content Management System

Web Conferencing
Skype for Business
Blackboard Collaborate

 


1
3


1


1


1
 

1
1
3
 

1


1
 

1
1
1


1


1


2
 

1
1
2


1


1
1

Top

cloud IT Notification