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Accessibility Support
Accommodation IT Systems
Building Access Control
Business Intelligence
CANLMAN Network
Collaboration IT Tools - SharePoint 
Desktop Video Conferencing - Adobe Connect| Attachment | Size |
|---|---|
| LTG Adobe Connect Booking Form (docx) | 13.89 KB |
| LTG Adobe Connect Booking Form (pdf) | 159.61 KB |
| LTG Adobe Connect Trial Booking Form (doc) | 31.5 KB |
| Virtual Classroom Toolkit (pdf) | 717.38 KB |
| Adobe Connect Feedback 09-10 (docx) | 27.67 KB |
Available to: Staff
Systems Supported: Adobe Connect
Service Requests & Fault Reporting: Please book your event date and time with LTG by using the attached booking form. Tell us how you intend to use the system by emailing Phil Tubman. We will also ask you for feedback with the 'Summary of Use' form after the event.
If you would like to know more about this technology, or would like to register an interest in using it in your department, please contact Phil Tubman for further details.
If you have some feedback to give us about Adobe Connect please fill in the online evaluation form
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Rich Ranker
Service Manager: Tim Ellis
Click on link to go to Lancaster Answers portal
Web Links: Adobe Connect ~ Adobe Connect booking form
Disposal of IT Equipment
ISS can remove old or faulty IT equipment from departments and dispose of it for you
What we provide: If you have any old or faulty IT equipment ISS can come and remove it for you.
What we expect: Contact the Service Desk and arrangre for a technician to come and take the equipment away.
Systems Supported: PCs, Laptops, Printers, Scanners, Monitors
Advice & Guidance: How do I arrange for the the IT equipment to be removed? ~ What IT equipment do ISS remove?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Critical Periods: N/A
Service Owner: Chris Dixon
Service Manager: Patrick Montague
Click on link to go to Lancaster Answers portal
Web Links:
E
eLearning - Learning Technology Tools
Development and maintenance of tools to enhance teaching and learning -on-line coursework submission, module evaluation, computer based assessment and plagiarism detection.
What we provide:
Development and maintenance of tools to enhance teaching and learning -on-line coursework submission, module evaluation, computer based assessment and plagiarism detection.
- Computer Based Assesment (CBA) - Question-mark Perception
- Modular Evaluation - LUMES
- Plagiarism Detection - Turnitin
Advice & Guidance: How do I access Turnitin? ~ What is LUMES? ~ Questionmark Perception
Available to: Everyone
Systems Supported:Turnitin, LUMES, Question Mark Perception
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Lynn Gamble
Service Manager: Tim Ellis
Click on link to go to Lancaster Answers portal
Web Links: Moodle
eLearning - Mahara 
ePortfolio system enabling students to record and share reflections on their learning
What we provide: ePortfolio system enabling students to record and share reflections on their learning
What we expect:
Advice & Guidance: What is Mahara?
Available to: Everyone
Systems Supported: Mahara
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Lynn Gamble
Service Manager: David Harrison
Click on link to go to Lancaster Answers portal
Web Links: Mahara can be accessed via the Student Portal and Moodle
eLearning - MyPGR 
MyPGR is a private space for research students and their supervisors to record and share reflections on skills development, research goals and details of supervision meetings
What we provide: MyPGR enables you to make your own professional development plan, keep a record of your discussions with your supervisors, and complete your periodic mandatory appraisals.
Systems Supported: MyPGR
Advice & Guidance: What is MyPGR?
Available to: Research Students, Lecturers
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Lynn Gamble
Service Manager: Tim Ellis
Click on link to go to Lancaster Answers portal
Web Links: MyPGR can be accessed via the Student Portal
eLearning - Student Portal
Online gateway to information and services related to a student's academic studies
What we provide:The Student portal is an online gateway to information and services related to a student's academic studies. It also provides academic staff with a gateway to their learning spaces and timetable.
Advice & Guidance: Student Portal and and Moodle introduction guidel
Available to: Everyone
Systems Supported: Student Portal
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Lynn Gamble
Service Manager: David Harrison
Click on link to go to Lancaster Answers portal
Web Links: Student Portal
eLearning - VLE
Development and maintenance of tools to enhance teaching and learning using Moodle, Sakai VLE and LUVLE archive
What we provide: ISS provides two virtual learning environments to support learning and teaching - Moodle and Sakai.
Access to the LUVLE archive is also provided to staff and students who used this VLE for their course materials prior to October 2012.
Advice & Guidance:
Academic staff can access the Moodle Support Website. Further information is available through Lancaster Answers e.g. What is Moodle?, Moodle Staff Guide
Available to: Everyone
Systems Supported: Moodle, Sakai, LUVLE Archive
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Lynn Gamble
Service Manager: David Harrison
Click on link to go to Lancaster Answers portal
Web Links: Moodle, Sakai, LUVLE Archive
Email - Mailing List Service
Creation and management of mailing lists
What we provide: Majordomo is a program which automates the management of Internet mailing lists. Commands are sent to Majordomo via electronic mail to handle all aspects of list maintenance. Once a list is set up, virtually all operations can be performed remotely by email, requiring no intervention upon the postmaster of the list site.
Here's a short list of some of the features of Majordomo:
- Supports various types of lists, including moderated
- All list management activities are handled by email, so list owners don't need access to Majordomo server machine
- Supports archival and remote retrieval of messages
- Supports digests
- Modular design - use only the features you need
- Written in Perl - easily customizable and expandable
- Includes support for FTPMAIL
- Supports confirmation of subscriptions, to protect against forged subscription requests
- List filters, based on header or body regular expressions
Advice & guidance: How do I monitor membership of a Majordomo mailing list? ~ How do I change my Majordomo password? ~ How do I approve or decline a subscription request for a Majordomo list? ~ How do I create a custom LUSI list?
Available to: Everyone
Systems Supported: Majordomo
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Owner: Steve Bennett
Service Manager: Martin Raine
Click on link to go to Lancaster Answers portal
Web Links: Majordomo mailing lists ~ LUSI mailing lists, ~ Majordomo support
Email - Staff and Postgraduates -Exchange
Provision of the Microsoft Exchange email service to staff and postgraduates, including calendaring, spam filtering and mailbox management.
What we provide: Staff can access their Exchange email at work, at home or on the move. Exchange 2010 provides the following features:
- a large mailbox - 2Gb
- integrated calendaring
- access to University address lists.
- access to your email from a range of mobile devices.
- acces via Outlook 2007\2010 - Microsoft Office Suite installed at home or work.
- Access via Outlook Web Access - A fully featured client, compatible with the vast majority of web-browsers, on all operating systems.
- Access via Outlook 2011 for Mac or Mac Mail - If you use an Apple Macintosh computer
What we expect: The Terms and Conditions of the email service listed here are covered by the Computer User Agreement (CUA), Appendix C in the Rules of the University. As a member of the University you have agreed to these rules, and by doing so, have thereby agreed to these Terms and Conditions. Should any conflict occur between any of these agreements, the most restrictive conditions will apply.
Suspension/Termination of Email Accounts: - Your use of the email service may be suspended or terminated if you use it to:
- break the law
- let anyone else use your account
- breach University rules
- send unsolicited messages (“Spam”) - whether done deliberately by you, or through your account being used by others
- disrupt, or attempt to disrupt the email service in any way
Monitoring of the Service & Use of Personal Information - ISS monitor some aspects of the email service in order to be able to maintain the quality and security of the service delivered. Such monitoring reports on the service as a whole and would only focus on individual use if irregular activity was highlighted and considered to be in breach of these Terms and Conditions.
Available to: Staff, Postgrads
Advice & Guidance: Shared mailboxes and management of access permissions ~ How do I create personal folders in Outlook 2010?
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Exchange, Outlook
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year;
Service Owner: Steve Bennett
Service Manager: Martin Raine
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Staff Email ~ PG Email ~ Email Overview
Email - Undergraduate Email - Live@edu
Provision and local management of the Microsoft Live@edu service for Lancaster undergraduates.
What we provide: Live@edu is Microsoft's cloud based email platform especially for education. Live@edu offers larger mailboxes and a richer email experience. Mobile devices and push mail are supported. The system also offers customisable calendars and integration with multiple email accounts allowing you to organise your academic life here at Lancaster. A variety of new services are also available from Microsoft on this platform including instant messaging services, office applications and storage space. All email communication from Lancaster University will be sent to your Lancaster University Live@edu email account.
What we expect: For full details see Live@edu Terms & Conditions -
Suspension/Termination of Email Accounts:
Your account may be suspended or terminated if you use it to: break the law; send unsolicited messages (“Spam”) - this may also happen if your account has been compromised through you accidentally responding to a phishing email; let anyone else use your Live@edu account; breach University rules; damage, or attempt to damage the Live@edu service in any way;
Available to: Undergraduate students
Advice & Guidance: How do I log into Live@edu for the first time? ~ Does Skydrive in Live@edu replace my H: drive? ~ Does Live@edu work on Mac and Linux? ~ What's the difference between my Windows Live login ID and my Live@edu email address?
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Microsoft Live@edu
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: As notified by Microsoft from time to time
Critical Periods: Beginning of academic year; end of each term; admissions week
Service Owner: Steve Bennett
Service Manager: Ian Cannings
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: live@ feedback form,~ Live@ FAQs~ Live@T&Cs ~ Live@edu information
Events Services
Support of AV and digital technology for events.
What we provide: Planning and delivery of AV and digital services for campus based events.
What we expect: Working with other areas such as conferencing and events, to provide clear guidance on their requirements so that we can provide appropriate technology to their events.
Lancaster Answers Advice & guidance: What services are available to support conferences/events? ~ Where are conferences normally held? ~ How do I stream a live event?
Available to: Everyone (including external companies or individuals holding events on campus).
Systems Supported: Media Streaming, Live Broadcast, ISS Hosted Media
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Critical Periods: Graduation ceremonies weeks
Service Owner: Graeme Hughes
Service Manager: Dave Ingles
Business Service Director: Hillary Barraclough
Click on link to go to Lancaster Answers portal
Web Links:
F
Facilities IT Systems
Development and maintenance of a range of systems to support the Facilities Division and University buildings management - includes the estate management system (planon), the security incident reporting tool and the sports centre membership & bookings system.
Systems Supported: Planon, Sports Centre IT Systems, IRIS, Car Parking, KX-Conferences
Advice & guidance: N/A
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Available to: Facilities
Service Owner: David Wilson
Service Manager: Nicola Openshaw
Click on link to go to Lancaster Answers portal
Web Links: Planon
Filestore - Departmental Filestore
Provision of shared departmental filestore
What we provide: You can use Depts filestore in the following ways:
- make documents/files available for the whole department to read and update
- make documents/files available for named users to read and update
- share databases with named departmental users (with customised access privileges).
- create different folders for different tasks.
Why do ISS recommend that you use your 'Depts' filestore for sharing data rather than sharing out folders on your local hard disk?
- shared local folders can be exploited by virus to infect your PC.
- the departmental filestore is backed-up nightly.
- The filestore is secure: only those users who are specified will have access to it.
What we expect: Groups of users who want to apply for space on 'Depts' filestore should:
- get permission from their 'head of department' or 'head of section' for use of an existing folder or the creation of a new folder.
- get the 'head of department' or 'section head' to send an email to the ISS Service Desk
The email asking for a change to existing folder or asking for an additional folder should contain the following information:
- the name of the folder, in the following form:
\\lancs\depts\faculty\department\folder\ - a list of all 'groups' who need to have access to the folder. Groups can include the following:
- all members of a faculty.
- all members of a department.
- all Staff in a department.
- all Undergrads or Postgrads in a department.
- other existing groups e.g. special interest groups.
- a list of the names & usernames of individuals who need to have access to the folder.
- the type of access to the folder required by each user or group i.e. 'read', 'modify' (also known as read/write) or 'none'
- the 'none' type of access can be used to exclude a group member from access that has been granted to the whole group.
Some departments may have a complex file structures inside their 'depts' folder. For example the English department may keep examples of core texts in a structured manner e.g.\\lancs\depts\english\texts\keats\
Connecting to Departmental Filestore
- Start 'My Computer' or 'Windows Explorer'.
- click on 'Tools' menu then 'Map Network Drive' option.
- drop the 'Drive:' list and choose a drive letter - later in the alphabet is best.
- into the 'Folder;' box type:
\\lancs\depts\(faculty name)\(department name)
e.g. for 'Management Development Division' type:
\\lancs\depts\lums\mdd - click on the 'Finish' button - see folder open.
List of Faculty level folders: - FAS - Faculty of Applied Sciences, FSS - Faculty of Social Sciences, HUMAN - Faculty of Arts & Humanities, IENS - Institute of Environmental and Natural Sciences, LUMS - Lancaster University Management School, OTHER - Administration Departments, ISS - Information Systems Services.
Available to: Staff
Advice & guidance: How do I connect to a departmental filestore?
Systems Supported:Departmental Filestore
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Personal Filestore, Departmental Filestore,
Filestore - Personal Filestore - H:drive
Provision of shared and individual filestore, including filestore for large data sets (see Research Data Hosting)
What we provide:
Members of Lancaster University have access to filestorage on a 'central filestore server' which is available to all networked computers. On 'Managed' Office PCs this is 'pre-connected' as the H:drive. Files stored in your H:drive folder are automatically backed up daily. In the event of a hardware failure, your data is secure if it is more than 24 hours old. For total security, important files less than 24 hours old should be copied to CD, DVD or floppy disk. Your H:drive can only be read by you.
Users of non-managed PCs or PCs/Macs connected via various other networks will have to connect 'manually'
What we expect:
Please be aware that:
- there is no 'Recycle Bin' on network drives, e.g. H:drive. This means that files you delete from network drives cannot be retrieved; they will not be retained or appear in the main Recycle Bin on the C:drive of your PC.
On PC Lab PCs and staff 'Managed XP PCs':
- save your work on to your central filestore (or on to floppy disk/USB memory stick).
- NEVER save your work onto a Lab PC's 'local' hard disk (also known as the 'C:drive'). The Lab PCs' local disks are reserved for the system software and all other files are deleted regularly.
Connecting to Your H: drive from Off Campus
Before you can connect your H:drive you need your number. If you don't know your folder number, follow the link below:
Click here to find your H:Drive Folder Number, then follow RETURN...
For example, the user 'Jo Bloggs' (username is 'bloggsj') discovers that:
- their folder number to be 42
- folder number 42 is in the 'Number Range' 40 - 60.
- the H:Drive location of Jo Bloggs is: \\homes3\42\bloggsj
Advice & guidance: What is my personal filestore? ~ How do I connect to my H: drive using Snow Leopard? ~ How do I connect to my H: drive using Windows? ~ How do I connect to a departmental filestore?
Available to: Everyone
Systems Supported: Personal Filestore,
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Personal Filestore ~ Departmental Filestore,
Filestore - Research Data
Provision of large scale data storage for Research purposes.
Advice & guidance: How do I contact the ISS Service Desk?
Available to: Staff, Post Grads
Systems Supported: Filestore
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: N/A
Financial IT Systems
Development and maintenance of a range of systems to support the Finance Division and financial services at the University - includes Agresso, online payments, the time allocation system, Procurement and Paybase.
What we provide: We provide support and development of the IT systems used to enable the University to process Financial related transactions and operate the business processes within the Finance Services. Our IT staff provide advice and guidance on the use of the existing business applications and our Project Managers can work with you from the project initiation through to developing a new service.
What we expect:
Available to: Finance
Systems Supported: Agresso, Paybase, Time Allocation System, Online Payments, Procurement
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Month End ( 2 working day of month) and Year End (July - Sept)
Service Owner: David Wilson
Service Manager: Andrew Black
Business Service Director: Sarah Randall Paley
Click on link to go to Lancaster Answers portal
Web Links: Agresso, Online Payments
H
High End Computing
Provision of a High End Computing cluster supporting researchers and research students at Lancaster who require high performance computing
What we provide: The High End Computing Cluster is a centrally-managed facility to support researchers and research students at Lancaster who require high performance computing. This includes programs which might run for more than one hour on the interactive Unix service, programs which require a gigabyte or more of memory, or programs which require access to datasets of more than a gigabyte in size.
You will have an allocation of home filestore on the HEC's Panasas fileserver. This is separate from your allocation on IUS or any other service. The default quota allocation for home directories is 2 Gigabytes, which can be increased on request if necessary. There are also two other user filestore spaces available; storage and scratch.
What we expect: Users storage space is - like the home directory - subject to a quota, with an initial allocation of 20 gigabytes. Unlike the home directory, files placed in storage space are not backed up; users should store vital files in their home directory. The Scratch user filestore area is not subject to quota. Users may use as much space as is available on the volume - up to 5 terabytes. Scratch space is not backed up, and files stored there are subject to deletion after 14 days. Please note: the scratch area is shared by all users - please use it responsibly.
Available to: Staff , Post Grads
Systems Supported: HEC
Advice & guidance:
Service Requests & Fault Reporting: If you think you need an account on the HEC please ask your Departmental IT Representative to apply to the ISS Service Desk on your behalf, giving a brief explanation of the type work to be undertaken.
ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods:
Service Owner: Steve Bennett
Service Manager: Mike Pacey
Business Service Director: Trevor McMillan
Lancaster Answer Solutions: What is the High End Computing cluster? ~ What software is available for researchers on the HEC? ~ Job fails unexpectedly with an error message
Click on link to go to Lancaster Answers portal
Web Links: HEC
Hosting - Database Hosting
Creation and hosting of MySQL and Postgres databases
Systems Supported: MySQL and Postgres
Advice & guidance: N/A
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Steve Bennett
Service Manager:
Click on link to go to Lancaster Answers portal
Web Links: Central web services
Hosting - Server Hosting
Provision of hosting services to allow servers to be maintained in a managed environment. Servers are physically located in the co-location room
Systems Supported: SQL Databases, Postgres Databases, MySQL databases
Advice & guidance:How do I contact the ISS Service Desk?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Craig MacDonald
Service Manager: Ian Anderson
Click on link to go to Lancaster Answers portal
Web Links: N/A
Hosting - Virtual Server Hosting
Provision of hosting services to allow servers to be maintained in a managed environment. Servers are held virtually on the central University infrastructure
Systems Supported: SQL Databases, Postgres Databases, MySQL databases
Advice & guidance:How do I contact the ISS Service Desk?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Steve Bennett
Service Manager: Graham Clinch
Click on link to go to Lancaster Answers portal
Web Links: Central web services
HR IT Systems
IT Systems support for Human Resources, including ResourceLink Hosting, Application Development and Business Intelligence.
Payroll systems support and development, including the tax office document transfer service (ODEX) and the flexible benefits system.
Systems Supported: ResourceLink, Stonefish, ODEX, Flexible Benefits
Available to: Human Resources
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: David Wilson
Service Manager: Lee Ashworth
Click on link to go to Lancaster Answers portal
Web Links: Human Resources
I
Information Security - IS Advice and Training 
What we provide:
The Security team aims to help improve Information Security by providing:
- Advice: The Information Security service will offer a point of contact for all members of the University for advice on all areas of information security.
- Training: General Information Security Training is now offered by ISS. Training is available online or as a taught session. Sessions can be scheduled for individual departments or sections, and/or bespoke training could also be provided to address any issues identified a Security review/audit.
What we expect:
The Security team have the following expectations:
- People requesting advice to be open to ISS about their concerns regarding Information Security
- Heads of departments to encourage staff to complete the mandatory Information Security awareness training for staff – either online or as a taught session
Available to: Staff, Students (online information)
Systems Supported: IT Security courses for Windows, UNIX
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00 24 hours -7 Days for access to online training
Service Availability: 24 hours - 7 for access to online training,
Service Owner: Rachel Fligelstone
Service Manager: Christine Percival
Advice & guidance:
LancasterAnswers contains step by step instructions (some with short videos) on:
- Encryption: how to encryption Office 2007 and 2010 documents, how to encrypt PDFs using Adobe Acrobat Pro, how to encrypt mobile devices such as a USB stick using TrueCrypt
- Using ZendTo the Secure File Transfer Service at Lancaster University
- Redaction (black out or remove sensitive information from a document)
- Printing sensitive information with PIN printing
Click on link to go to Lancaster Answers portal
Web Links: IT Security courses ~ Online Training ~ Course Bookings ~ Top Ten Information Security tip for Students
Information Security - Technical Vulnerability and Information Security
Assessment of technical and physical security of information assets and systems.
What we provide:
The Security team aims to help improve Information Security by providing:
- Technical Vulnerability Assessment: Commonly referred to as a Penetration Test, ISS are able to scan any machine attached to the University infrastructure and detect exploitable vulnerabilities. Details of discovered vulnerabilities and mitigation advice is reported, specific technical assistance is managed via the ISS Service Desk.
- Physical Security Assessment: ISS can evaluate the physical security of access to information within a Department or other defined area. This can be delivered openly via a walkthrough with members of the department or section, or by performing a more clandestine assessment. The specifics of the assessment would be agreed with the Head of Section / Department. Details of vulnerable practices and suggestions for improvement will be reported
What we expect:
The Security team have the following expectations:
- People who are part of the assessment to be open to ISS about their concerns regarding Information Security
- To be included within project development and delivery to aid in identifying risks
Systems Supported: N/A
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Please note: Delivery of some elements of this service may be delayed subject to availability of ISS specialists
Service Owner: Craig MacDonald
Service Manager: Steve Warner- Jones
Business Service Director: Paul Harness
Advice & guidance: What are technical vulnerability and physical security assessments? ~ How to: Request a physical security assessment ~ How to: Request a technical vulnerability assessment
Click on link to go to Lancaster Answers portal
Web Links: ISS Security Web Page ~ Staff Information Security Online Training
Information Security - Procedural Review
Review of working procedures and practices, advice and guidance on secure improvements
What we provide:
ISS can evaluate procedures and working practices with a view to identifying risks to information assets. This assessment can take the form of a review of written procedures or interviews with staff. Areas of concern would be reported with suggested improvements. On-going support is available for follow-up.
What we expect:
The Security team have the following expectations:
- People who are part of the review to be open to ISS about their concerns regarding Information Security
- Heads of departments to encourage staff to complete the mandatory Information Security awareness training for staff – either online or as a taught session
Systems Supported: N/A
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Please note: Delivery of some elements of this service may be delayed subject to availability of ISS specialists
Service Owner: Craig MacDonald
Service Manager: Steve Warner- Jones
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links:
ISS Security Web Page ~ Staff Information Security Online Training
Instant Messaging
Provision of an instant messaging service which integrates with the Staff & Postgraduate email system.
Systems Supported: Microsoft Communicator
Advice & guidance: How do I contact the ISS Service Desk?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Steve Bennett
Service Manager: Ian Cannings
Click on link to go to Lancaster Answers portal
Web Links:
Interactive Unix Service
UNIX facility for students and departments whose needs are not met by the University's Microsoft Windows based systems
What we provide: The University's Interactive Unix Service (IUS) provides a UNIX facility for students and departments whose needs, in the areas of study, research, development and teaching, are not best served by the University's Microsoft based services.
The IUS also acts as a front-end to the other UNIX-based services provided by the University. A wide range of software is installed on the system.
Advice & guidance: What is the Interactive Unix Service (IUS)? ~ What software is available on the IUS?
Available to: Everyone
Systems Supported: Interactive Unix Service (IUS)
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Interactive Unix Service (IUS) ~ IUS software
IT Accounts
Management of IT accounts for staff, students, visitors and groups, providing access to University IT Services.
What we provide:
- User Account support for staff and students and visitors
- User Authentication and Authorisation - Authentication verifies that a user is who they say they are. Authorisation determines if they are permitted access to a resource.
- Account Lifecycle Management - ensures that IT Accounts are created and deleted as required.
- Advice and guidance on the use of Co-Sign to provide single sign-on for University applications
What we expect:
It’s essential that you protect the privacy and security of your IT Account. The following should help you to do so:
- Choose a secure password and keep it safe.
- Never give your password to anyone else.
- ISS staff will never ask for your password over the phone or by email.
- Log out of computers in PC labs when you’ve finished using them.
- Protect your own PC by updating your operating system and software.
- Be aware of threats, including viruses and ID theft.
- Only open email attachments when you know who they are from.
- Don’t send your username and/or password details out in emails.
- Minimise the amount of personal information you put on social networking sites.
- Be aware of unsolicited emails (spam) and attempts to dupe you into providing private information (scams and phishing).
Available to: Everyone
Advice & Guidance: What does my University IT username and password give me access to? ~ How do I change or re-set my computer account password? ~
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: GroupMan, MyAccount , Active Directory, LDAP, Co-Sign, Shibboleth
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesdays 13:00-18:00
Critical Periods: Beginning of academic year;
Service Owner: Steve Bennett
Service Manager: Brian Green
Business Service Director: Paul Harness
Lancaster Answer Solutions:
Click on link to go to Lancaster Answers portal
Web Links: MyAccount ~ Co-sign information
IT Equipment Loan - Laptops for students
Self service loan of laptops to students (for 24 hours) in the Learning Zone
What we provide: Self service laptop loans located in the Learning Zone provides students access to laptops for 3 hours. To get a laptop swipe your library card in the library card reader in the laptop cabinets. You will need your Library card and have no outstanding Library fines to borrow a laptop.
What we expect: Follow the Laptop Loan Rules
-
This service is for LU students only - Only students currently studying at Lancaster University can borrow a laptop. - Laptops are loaned out for 3 hours.
- A charge (under the Library fine process) will automatically be generated for late returns.
- Laptops not returned will be regarded as stolen. After receiving an email warning to return the laptop you will be charged for the full purchase price to replace the laptop.
- Due care must be taken to secure and protect laptops from accidental damage or theft whilst in your possession.
Laptops must not be left unattended.- If Library fines remain unpaid your Library account will automatically be suspended and you will no longer have access to services such as the Laptop Loan Service or be able to take out books from the Library.
Note: ISS reserve the right to withhold loans from users who abuse this service
Advice & guidance: How do I contact the ISS Service Desk? ~ What and where is the Learning Zone? ~ How do I book a pod in the learning Zone?
Available to: Students
Systems Supported: Laptop loans for students
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24/7
At Risk Periods: N/A
Critical Periods: Beginning of academic year
Service Owner: Graeme Hughes
Service Manager: Graeme Hughes
Click on link to go to Lancaster Answers portal
Web Links: Windows Laptop loans for students
IT Purchasing
Support on buying PC, Laptops, Macs, iPads and on initial setup to access University services.
What we provide: If you would like more information about the ISS Computer Purchasing Support Service or would like ISS to purchase a computer for you please fill in the enquiry form.You will be referred to one of a number of designated ISS support staff who will contact you to answer your questions regarding cost, set-up and delivery of your computer. Once you have decided to purchase a computer let ISS do the work:
- ISS Service Desk Staff log your request as a trackable job.
- ISS order your computer.
- When your computer is delivered ISS Technicians will install any necessery software, updates and security fixes deemed necessery by the Systems team.
- An ISS Technician will then bring the computer to you and set it up on your desk.
What we expect: The Service is only available to Lancaster University staff for equipment procured with University funds. You must have agreement from your budget holder before requesting this service.
To find computers which match the University's requirements ISS has liaised with a number of suppliers, looked at their machines and negotiated advantageous prices specifically for Lancaster University. Details of these offers can be found by following the links below.
Please note, ISS are not directly involved in the sale of these machines but are simply offering them as examples that match our specifications and are well priced.
A full list of University preferred PC, laptop and printer suppliers can be found on the strategic purchasing webpage.
Systems Supported: IT Purchasing Support for staff
Advice & guidance: How do I contact the ISS Service Desk?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Availability: 24 hours - 7 Days via online form for information and requesting purchasing. 9am to 5pm Mon to Fri for building PCs
Critical Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Matt Storey
Click on link to go to Lancaster Answers portal
Web Links: IT Purchasing Support for staff ~ IT Purchasing Order Form
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JISC RSC Northwest
Support for the use of technology in teaching and learning within the FE & Skills sector
Systems Supported:
Advice & guidance: N/A
Available to: FE & Skills Sector Learning Providers in the Northwest
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Rachel Fligelstone
Service Manager: Paul Dean
Click on link to go to Lancaster Answers portal
Web Links: What is JISC?
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Legal Compliance Resolution for IT
Advice, guidance and support for legal compliance and policy development and implementation on IT related issues
Systems Supported: N/A
Advice & guidance: Copyright Infringement ~ Computer User Agreement
Available to: Secretariat
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Paul Harness
Service Manager: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Freedom of Information ~ Email Policy (RIPA)
M
Mobile Devices - Mobile Apps
Mobile application providing access to University information and services from a mobile device. Includes access to course timetabling, location information, personal finances, library search, bus timetables etc.
What we provide: iLancaster is a free mobile application for students, providing Lancaster University applications and services via mobile devices. Users can get personal information, such as their course timetable and the staus of their library account; real-time information, such as the availability of computers in PC Labs, bus times for local services, and availability of washers/dryers in Laundry rooms on campus; access to other University services, such as Library catalogue search and staff contact details; and a range of other information, such as the locations of rooms and buildings on campus, and information about University services and facilities.
iLancaster is available as a dedicated app for iOS (iPhone, iPad and iPod Touch), Android, BlackBerry, and there is a web-based version for other mobile devices which have web-browsing capability. The app has been developed for students, but is also available for staff to use.
What we expect: By using this service you agree to adhere to the policies and guidelines of Lancaster University. For full details see the Computer User Agreement and the Rules of the University
Available to: Everyone
Advice & guidance: Can I use the iLancaster mobile app on my phone? ~ How do I install the iLancaster mobile app on iPhone or iPad?
Systems Supported: iLancaster on iPhone, Android and Blackberry operating systems
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Brian Green
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: iLancaster
Mobile Devices - Smartphone Purchasing
Advice & guidance on buying a Smartphone for use at work
What we provide:
Central Purchasing offers a supported SmartPhone service covering selection, purchase, configuration and support. The Service is only available for equipment procured with University funds. You must have agreement from your budget holder before requesting this service. Current support is available for the Apple iPhone.
The are a number of steps involved with purchasing a Smartphone and ensuring that it is set up and configured for use with University Systems. In the first instance please contact Procurement:
Sue Harpin, Senior Procurement Assistant, 01524 594494 or fill in the form, or view the phone price list
What we expect:
- You have the agreement of the budget holder for the intial purchase price of the device and the ongoing costs associated with a 24 month contract.
- To use the device in connection with University business only
- To inform us if the device is transferred to someone else or is no longer required.
- To insure that you keep the device secure at all times and use the locking code which has been set when the device is not it use. Do NOT reveal the locking code to anyone else and treat it as you would a password.
- To inform Orange Customer Services (07973 100 158) immediately if your device becomes lost or stolen. .
Available to: Staff
Advice & guidance: How do i install the Lancaster iphone profile? ~ How do I connect my iPhone to exchange? ~ Can I use the iLancaster mobile app on my phone?
Systems Supported: iPhone,
Service Requests : Sue Harpin, Senior Procurement Assistant, 01524 594494, phone order form, phone price list
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Out of hours support: N/A
Service Owner: Chris Dixon
Service Manager: Jonathan Day
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: Smartphone Service ~ phone order form
Mobile Devices - Smartphone Support
Support for connecting Smartphones
What we provide: ISS provide information about connecting your smart phone to the university exchange email system. The Exchange system is only available to Lancaster University staff and PhD postgraduate students.
What we expect:
Available to: Everyone
Advice & guidance: How do i install the Lancaster iphone profile? ~ How do I connect my iPhone to exchange?
Systems Supported: iPhone, Nokia E5, Blackberry, Smartphones
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods - Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Patrick Montague
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: Mobile devices
N
Network - Wired
Provision and maintenance of the Campus Local Area Network (LAN), including the management of connections to/from the University
Systems Supported: PASS, VPN, Network Points
Advice & guidance: How do I connect to my office PC from home using remote desktop? ~ What is VPN ~ How do I connect to VPN using Snow Leopard?~ What and when are the IT 'Network at Risk' periods? ~ I'm a visitor - how do I get access to the campus network?
Available to: Everyone
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Craig MacDonald
Service Manager: Richard Du Feu
Click on link to go to Lancaster Answers portal
Web Links: Network information ~ Remote access
P
PC & Mac Support - Public Access 
Maintenance of IT equipment and site licensed software in the Library, Learning Zone and Computer Labs around campus
What we provide: ISS provide the following lab facilities:
- Barker House A58- 6 PCs
- Bowland North A64*- 26 PCs
- County North A44- 24 PCs
- Engineering A37- 10 PCs
- Faraday A205*- 28 PCs
- Faraday A39- 42 PCs
- Grad College Lab- 24 PCs
- Library- 214 PCs
- Lonsdale - 18 PCs
- LUMS A1*- 39 PCs
- LUMS EGA008- 51 PCs
- Pendle Lab- 10 PCs
Note- PC Labs marked * are sometimes 'booked out' for teaching purposes.
What we expect:
The following rules are in place to ensure everyone's comfort in using the lab facilities. Anyone failing to follow these rules will be denied access to computer facilities.
- Smoking, eating and drinking are NOT permitted in the lab.
- Do NOT load any software onto machines in PC labs.
- Computers are for academic use, NOT for playing games.
- If you are NOT working, give way to anyone waiting to work.
- Do NOT unplug PCs from the network or use network points with laptops.
Available to: Everyone
Advice & guidance: Where are the PC labs on campus? ~ How do I provide feedback about PC labs? ~ How do I change the screen resolution of a monitor in a PC lab? ~ How to I configure Apple Mail to access Microsoft Exchange? ~ How do I connect to my H: drive using Mac Snow Leopard? ~ How do I connect to WiNet (wireless network) using a Mac?
Systems Supported: PC labs - Windows and Mac platforms
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days for most labs. Access by library card out of hours - Follow this link to see available PCs across campus
Peak Periods: Term time and during exams
Out of Hours Support: N/A
Service Owner: Chris Dixon
Service Manager: Patrick Montague
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: Software installed on PC labs ~ PC availability in labs ~ Mac Support
PC & Mac Support -ISS Supported PCs 
Support for University PCs running ISS supported Windows and site licensed software
What we provide: ISS managed PCs running either Windows 7 or Windows XP systems.
- ISS provides full support for the Supported Windows 7 build.
- ISS provides full support for the 'Managed Windows XP' build
- Supported Windows 7 PC - deployment schedule
- Managed Windows XP PC - the current recommended build
- List of Standard and Installable Software - on Managed Win XP and Supported Win 7 PCs
- Microsoft Office 2007 - is the current version on Managed XP. Supported Win 7 PCs
- Microsoft Internet Explorer - the current version is Internet Explorer 8
What we expect: ISS requests that you do not run Windows 95, Windows 98, Windows ME, Windows XP home, Windows Vista, Windows NT or Windows 2000.
Available to: Staff
Advice & guidance: ~ How do I install a printer or other device on a Windows PC?
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported:
- Supported Windows 7 PC- deployment schedule.
- Managed Windows XP PC- the current recommended build.
- List of Standard and Installable Software- on Managed Win XP and Supported Win 7 PCs.
- Microsoft Office 2007- is the current version on Managed XP. Supported Win 7 PCs.
- Microsoft Internet Explorer- the current version is Internet Explorer 8.
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: Mon - Fri (excl. holidays) 09:00 to 17:00
Peak Periods: Beginning of academic year
Service Owner: Graeme Hughes
Service Manager: Phil Morgan
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: ISS Managed/ Supported Builds
PC & Mac Support - Self Regulated PCs 
Support for Staff running self regulated PCs running Windows to access Lancaster services & applications
What we provide: ISS support PCs running Windows 7 and Windows XP systems
- ISS provide partial support for Windows Vista, and Macs (although these systems are not deployed on ISS hardware).
- ISS does NOT support any other versions of Windows attached to the campus network.
What we expect: ISS requests that you do not run Windows 95, Windows 98, Windows ME, Windows XP home, Windows Vista, Windows NT or Windows 2000.
Available to: Staff
Advice & guidance:~ How do I install a printer or other device on a Windows PC? ~ How to I configure Apple Mail to access Microsoft Exchange?
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Windows 7, Windows XP, Mac OSX and above
- Microsoft Office 2007- is the current version on Managed XP. Supported Win 7 PCs.
- Microsoft Internet Explorer- the current version is Internet Explorer 8.
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: Mon - Fri (excl. holidays) 09:00 to 17:00
Peak Periods: Beginning of academic year
Service Owner: Graeme Hughes
Service Manager: Phil Morgan
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Windows
PC & Mac Support - 
Paid-for service providing fault diagnosis and repair for personal IT equipment (laptops, PCs etc.)
What we provide: In response to student demand and requests to provide more than the free ISS support for ResNet,ISS provide a charged for service giving students and staff access to cost effective PC support. Using existing university partnerships to maintain close links with suppliers and University IT support will ensure excellent value for money compared to commercial offerings. ISS will continue to provide FREE support for ResNet connection issues and University owned equipment.
The Workshop is an environmentally aware Lancaster University owned PC sales and service store, focused on student and staff. Services include:
- PC Sales and Support
- Computer Health Checks / Tune Up
- Virus and Spyware scan and removal
- Mobile Phone setup
- Laptop rentals
- Software Installation
- File Recovery
- Computer Rebuilds
- Backup and Recovery
- Recycling Service (eligible equipment may include discounts or cash back options)
What we expect: We are also open to suggestions, so any service we don't have, please let us know and we will do our very best to accommodate you!
Available to: Everyone
Advice & guidance: Where can I get my computer fixed?
Service Requests & Fault Reporting: The Workshop, County Main, Tel: 01524 510040, Email: theworkshop@lancaster.ac.uk
Systems Supported: The Workshop -Windows, Mac, UNIX
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: Mon - Fri (excl. holidays) 09:00 to 17:00
Peak Periods: Beginning of academic year
Out of Hours Support: Email
Service Owner: Chris Dixon
Service Manager: Patrick Montague
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: The Workshop
Printing - Charged Printers
Provision of printers and plotters in open access PC labs, the Library and spaces around campus, for which a charge is made. Primarily used by students and visitors, but also available to staff
What we provide: Printers are connected to the network in every ISS computer lab and in the Library. If you are using a PC that is connected to the network (in a lab, office, or in your residence room) you can use these printers, in the same way that you would use a printer attached directly to your computer.
However, before you can use the printers you must have a Lancaster University computer account as we can only accept prints across the network. Users should also note their printer budget must have the necessary credit in order to print.
More information on using the ISS printers can be found by following the links below:
- Paying for printouts
- Cancelling a print job (you might want to do this if there is a problem with the printer you've sent your job to)
- Changing a default printer (you might want to do this if you have a lot of jobs to print)
- Duplex Printing
- Installing network printers
- Printer Locations
- Printing from a Mac
- Problems with printing (you sent a job but only an error sheet was printed)
- Using printers (including charges)
Advice & guidance:. How do I check my print budget? ~ How much does printing cost on campus? ~ How do I top up my print credit?
Available to: Everyone
Systems Supported: Windows Printing
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days for most labs,
At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for the University network.
Peak Periods: Beginning of academic year, exam time
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Click on link to go to Lancaster Answers portal
Web Links: Windows Printing ~ PC labs
Printing - Desktop Printers
Support for individual printers in offices
Systems Supported: Windows, Mac, UNIX
Advice & guidance: Add a printer on a Mac using Snow Leopard ~ Add a printer on a PC using XP ~ Adding a printer on a PC using Windows Vista
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Graeme Hughes
Service Manager: Phil Morgan
Click on link to go to Lancaster Answers portal
Web Links: Printing
Printing - Network Printers
Support for individual printers in offices
Systems Supported: Windows, Mac, UNIX
Advice & guidance: Add a printer on a Mac using Snow Leopard ~ Add a printer on a PC using XP ~ Adding a printer on a PC using Windows Vista
Available to: Staff
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Steve Bennett
Service Manager: Norm Patterson
Click on link to go to Lancaster Answers portal
Web Links: Printing
R
Research and Enterprise IT Systems - Research Time Management 
Hosting of the Research timesheet tool
Systems Supported: TS2000
Advice & guidance: N/A
Available to: Research & Enterprise services
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Malcolm Baldwin
Service Manager: Richard Gatrell
Click on link to go to Lancaster Answers portal
Web Links: Research & Enterprise services
Research and Enterprise IT Systems -Research IT System Tools
Development and support for the research information management system (PURE) and the research costing tool (PFACT)
Systems Supported: PURE, pFACT
Advice & guidance: N/A
Available to: Research Office
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Malcolm Baldwin
Service Manager: Neal Dodd (Pure), Nicola Openshaw(pFACT)
Click on link to go to Lancaster Answers portal
Web Links: Research & Enterprise Services ~ PURE, ~ pFACT
ResNet
Provision of network connectivity and resources to student residences
What we provide: ResNet is the network available in student rooms, providing access to most Internet and campus network services, such as e-mail, personal filestore and departmental resources. You can track your monthly quota usage in the My ResNet area; view your ResNet account details, contact telephone numbers and associated notes; view configuration instructions and "How-To" guides for the most commonly used applications and download free software and useful tools.
What we expect: For full information see ResNet Terms & Conditions -
ResNet Acceptable Use Regulations - You must comply with the Lancaster University Rules, in particular the Computer User Agreement . You must configure your computer to obtain a network (IP) address automatically.In the interests of maintaining network reliability, only one computer should be connected to your network connection at any one time. You must have up-to-date Anti-Virus software installed on your computer at all times and apply the latest security-related patches and updates to your computer.
ResNet Fair Usage Regulations - These regulations are designed to ensure a fair amount of bandwidth is available for all users of ResNet and that no one is able to consume more than their fair share. ISS will provide a reasonable amount of bandwidth per month to each user of ResNet comparable to the limits imposed by many Internet Service Providers. Details of the current allowance can be found at: https://resnet.lancs.ac.uk/quota.
Available to: Students
Advice & guidance: How do I connect to ResNet ? ~ What is ResNet? ~ What operating systems can be used on ResNet? ~ What is ResNet Fair Usage Policy? ~ Can I connect more than one device to ResNet?
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: ResNet, PASS, VPN, Network Points
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access;Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.
Peak Periods: Beginning of academic year
Service Owner: Craig MacDonald
Service Manager: Richard du Feu
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: ResNet, ResNet FAQs
S
Secretariat IT Systems
Delivery & development of the FOI request management system
Systems Supported: FOI request management system
Advice & guidance: N/A
Available to: Secretariat
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: David Wilson
Service Manager: Damon Oram
Click on link to go to Lancaster Answers portal
Web Links: FOI
Service Support IT Systems - Lancaster Answers 
Searchable portal which provides information about the services of ISS and other University departments. Management of system, and guidance/support to University departments on making their information available in LancasterAnswers.
What we provide: LancasterAnswers is a searchable online information portal providing access to information (Solutions) about using IT and Student Based Services at Lancaster University, based on an underlying knowledge management system. A large number of additional IT Solutions have been provided by the software supplier. Users login to LancasterAnswers and search for answers to questions using keywords or natural language; the results that are listed can be refined using filters. Users can save Solutions as Favorites and can see a list of the most viewed Solutions; they can print out Solutions, provide feedback, and can email useful Solutions to other users. Some Solutions are designated to be visible to University staff only, and there is a guest portal to enable non-University users to access relevant information. A mobile version of LancasterAnswers is available as a feature within the iLancaster mobile app. ISS provides advice and guidance to departments on the use of LancasterAnswers, and implements supplier updates and improvements.
What we expect: End users of LancasterAnswers are expected to feedback on missing or incorrect solutions using the provided feedback mechanisms and provide feedback using the “was this solution helpful” icons to enable the provision of a better service for users. Departments and other areas using Lancaster Answers to provide solutions are expected to keep their solutions up-to-date and accurate, follow guidelines on the authoring of solutions and on the use of LancasterAnswers, respond to user feedback on solutions or general feedback in a timely manner and notify ISS of any issues reported or experienced when using the system.
Available to: Everyone
Advice & guidance: About Lancaster Answers
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Right Answers
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Dave Bleasdale
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: Accessibility (Using Jaws) - how to navigate the Modal windows used for solutions.
Service Support IT Systems - Supportworks 
ITSM (IT Service Management) software -Call Logging and tracking system.
What we provide: Supportworks ITSM Enterprise ITIL service desk software, helps the service desk make the transition from supporting IT services and technology, to supporting business services and enabling the business to meet its goals. Supportworks software provides combination of call management automation, functionality and flexibility, delivering an IT support system.
What we expect: Staff and students to report IT problems via the ISS Service Desk
Available to: Everyone
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Hornbill Supportworks Enterprise
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Richard Gatrell
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links:
Software - Licensing and Sales
Software Licensing - Management and distribution of software for which there is a University[-wide] licence
Software Sales - Online shop providing individual copies of software that are not currently available on the ISS Managed Desktop or that are required for use on personal machines.
What we provide: ISS purchase and maintain a number of site licences for a range widely used software e.g. SPSS. The 'conditions of use' vary from package to package. ISS provides access to, and installation instructions for, each site licenced package. We also provide access to a range free software and provide guidence on purchasing some commercial software licences.
What we expect: Users of site licenced software should ensure that they comply with the terms of the relevant site licence agreement.
Available to: Everyone
Advice & guidance: What software can I install on my home PC? ~ How do I install site licensed software? ~ How do I get Microsoft software at a discounted price to use on my home PC?
Service Requests & Fault Reporting:ISS Service Desk - Phone: 01524 5 10987 or Email:ISS Service Desk
Systems Supported: Licensed Software ~ Staff - software shop
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days for downloadable software, Mon - Fri (excl. holidays) 09:00 to 17:00 for CD/DVD based software
At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner: Chris Dixon
Service Manager: Dave Bleasdale
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: Licensed Software,- Staff - software shop , - Students - software discounts
Software - Support
Advice and installation guidance on the use of applications supported by ISS
What we provide:
Software Support - The ISS Service Desk provide support for installing and using site licensed softwaresuch as Microsoft Office. For more specific packages e.g. SPSS, the ISS Service Desk provide support for installing the software.
Software Packaging - The packaging and deployment of licensed software
What we expect: If you have an issue with a peice of software you should contact the ISS Service desk with full details of the issue including who you are, the software and the location of the computer.
Available to: Everyone
Advice and guidance: ~ How do I install site licensed software? ~ How do I install software on a Managed Windows PC?
Systems Supported: Licensed software (e.g. Maple, Matlab, Microsoft Office, Microsoft Windows, SAS, SPSS), Software Packaging
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability:24 hours -7 Days for downloadable software, Mon - Fri (excl. holidays) 09:00 to 17:00 for CD/DVD based software
At Risk Periods: Standard ‘Systems at Risk’ periods -Wednesday 13:00 to 18:00
Peak Periods: Beginning of academic year
Service Owner:Steve Bennett
Service Manager: Norm Patterson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web links: Software
T
Teaching Spaces - IT and AV Support
Maintenance and support for audio / video equipment in lecture theatre and teaching spaces.
What we provide: Maintenance, support and training for audio/video equipment used in Teaching Spaces ( Lecture Theatres and Seminar Rooms).
We offer group and one to one training in the use of equipment installed in centrally time tabled rooms. Contact the ISS Service Desk to arrange a session.
[PDF] - download the instructions for using the AV equipment in lecture theatres. Campus Lecture Theatre AV Instructions
Click here for more details on staff training courses.
Advice & guidance: How do I book training on using audio visual equipment in lecture theatres
Available to: Everyone
Systems Supported: Lecture Theatres, Seminar Rooms, Meeting Rooms
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: Building opening hours
Service Owner: Chris Dixon
Service Manager: David Neal
Click on link to go to Lancaster Answers portal
Web Links: Lecture Theatre training
Training in IT - IT Training for Staff
Training and support for staff using IT at Lancaster University, including Microsoft Office professional certification, effective use of Office applications, Web authoring, photo editing, collaboration using SharePoint and Information Security.
What we provide: We provide training and advice for staff on the effective use of IT at Lancaster University. Areas supported include:
- Microsoft Office Specialist certification
- Using Office applications in the workplace
- Using Office applications for academic purposes
- Information Security
- Using Adobe Acrobat Pro to enhance Information Security
- Web authoring
- Photo editing
- Collaboration using SharePoint
- Advice and guidance for the IT Trainer
- Bespoke training
Training is offered in a variety of formats, depending on the topic:
- Taught sessions, classroom based
- Online learning
- Office based group workshops
- Drop in workshops
What we expect: ISS training have the following expectations from those who attend training:
- To book sessions online at www.lancs.ac.uk/iss/training
- To attend booked sessions
- To provide feedback on training requirements and training sessions
We expect to have a minimum of 5 people for any training session and may cancel sessions that do not meet the minimum booking requirement.
We expect that new projects consider the training element required from the beginning of the project by following project training guidelines.
Advice & guidance: What IT training is available for staff?~ Microsoft Office Specialist (MOS) IT qualification ~ Where can I find out how to use Microsoft Excel? ~ Where can I find out how to use Microsoft PowerPoint? ~ Where can I find out how to use Microsoft Word?
Systems Supported: Windows, Mac (limited support)
Available to: Staff
Service requests and fault reporting:
For staff training session information and bookings: www.lancs.ac.uk/iss/training/staff/index.html
For Microsoft Office Specialist (MOS) certification information: www.lancs.ac.uk/depts/iss/training/MOS/
To enquire about training suitability: iss-training@lancaster.ac.uk
All other enquiries can be made through the ISS Service Desk
Service Support Hours: Monday to Friday, 9am – 5pm (excl. holidays)
Service Availability: Monday to Friday, 9am – 5pm (excl. holidays)
Service Owner: Rachel Fligelstone
Service Manager: Christine Percival
Business Service Director: Paul Harness
Click on icon to go to Lancaster Answers portal
Web Links: The ISS Training web pages are available from: www.lancs.ac.uk/iss/training/
This includes links to the following:
- Training for staff:: www.lancs.ac.uk/depts/iss/training/staff/
- Training guides and hand outs: www.lancs.ac.uk/depts/iss/training/documents/
- Microsoft Office Specialist Qualification: www.lancs.ac.uk/depts/iss/training/MOS/
- eLearning (links to Microsoft short step by step guides and videos): www.lancs.ac.uk/depts/iss/training/Elearning/
Information Security (online training and assessment): /www.lancs.ac.uk/iss/training/security/
Training in IT - IT Training for Students
Training on the effective use of IT while studying at Lancaster, as well as support for skills development as part of the Lancaster Award.
What we provide: We provide training and advice to students on the effective use of IT at Lancaster University. Areas supported include:
- Microsoft Office Specialist certification
- Using Office applications for academic purposes
Training is offered in a variety of formats, depending on the topic:
- Taught sessions, classroom based
- Online learning
- Drop in workshops
What we expect: ISS training have the following expectations from those who attend training:
- To book sessions online at www.lancs.ac.uk/iss/training
- To attend booked sessions
- To provide feedback on training requirements and training sessions
We expect to have a minimum of 5 people for any training session and may cancel sessions that do not meet the minimum booking requirement.
Advice and guidance:What IT training is available for students ~ Microsoft Qualifications (MOS)
Available to: Students
Service requests and fault reporting:
For student session information and booking: www.lancs.ac.uk/depts/iss/training/student/studentcourse.html
For Microsoft Office Specialist (MOS) certification information: www.lancs.ac.uk/depts/iss/training/MOS/
To enquire about training suitability: iss-training@lancaster.ac.uk
All other enquiries can be made through the ISS Service Desk
Systems Supported:Windows, Mac (limited support)
Service Support Hours: Monday to Friday, 9am – 5pm (excl. holidays).
Service Availability: Monday to Friday, 9am – 5pm (excl. holidays)
Click on link to go to Lancaster Answers portal
Web Links: The ISS Training web pages are available from: www.lancs.ac.uk/iss/training/
This includes links to the following:
- Training for students: www.lancs.ac.uk/depts/iss/training/student/
- Training guides and hand outs: www.lancs.ac.uk/depts/iss/training/documents/
- Microsoft Office Specialist Qualification: www.lancs.ac.uk/depts/iss/training/MOS/
- ELearning (links to Microsoft short step by step guides and videos): www.lancs.ac.uk/depts/iss/training/Elearning/
U
- Unified Communications - Conferencing and Collaboration
Provides on-demand collaboration, on-line meetings, web conferencing and video conferencing applications.
What we provide:
What we expect:
Available to: Currently a pilot available to limited number of staff in Facilities and ISS
Advice & guidance:
Service Requests & Fault Reporting: For general queries contact the ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: WebEx,
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access;Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.
Peak Periods:
Service Owner: Craig MacDonald
Service Manager: Ian Anderson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links:
- Unified Communications - Instant Messaging and Presence
Instant messaging (IM), voice, video, voice messaging, desktop sharing and conferencing for PC, Mac, tablet and smartphones
What we provide:
What we expect:
Available to: Currently a pilot available to limited number of staff in Facilities and ISS
Advice & guidance:
Service Requests & Fault Reporting: For general queries contact the ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Jabber
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access;Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.
Peak Periods:
Service Owner: Craig MacDonald
Service Manager: Ian Anderson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links:
Unified Communications - Phones
Service Provision and maintenance of VoIP telecommunications across campus: Telephony (phones), Instant messaging and presence (Jabber) and Conferencing and collaboration (WebEx)
What we provide: ISS provides and manages a VOIP telephone service across various buildings on the main Lancaster University campus. The following buildings and areas are currently equipped with VOIP telephones:
- Biological Sciences, Computer Centre, County Main, Gordon Manley (LEC3), InfoLab 21, Institute for Advanced Studies, ISS Building, Lancaster Environment Centre (LEC), Library, LICA Building, Learning Zone, Management School
What we expect: There is a cost associated with each extension on the VOIP telephone system. All applicable charges are listed below and are correct as of November 2010. No installation charge is made for new handsets. For bulk deployments of 20 or more handsets an installation charge may apply - ISS will provide full details of any installation charges prior to commencement of the installation. The standard line rental charge is 29 pence per day per handset/extension. Outgoing calls to the PSTN are charged at the standard BT Business tariff, less a 5% discount. Handsets that are lost or damaged (where the damage is not attributable to a manufacturer's defect or everyday wear-and-tear) will carry a replacement fee of £50.
Available to: Staff
Advice & guidance: How do I divert a VoIP phone? ~ How do I transfer a call? ~ How do I access 'Message of the Day on my VoIP phone? ~ How to: Use the pin lock service on a VoIP phone ~ How do I use the online telephone directory?
Service Requests & Fault Reporting: Before contacting ISS about your problem please check our online Frequently Asked Questions page to see if your query has already been addressed. If your query is not addressed in the FAQs, or if you are experiencing a problem with your VOIP telephone, then please e-mail voip-support@lancaster.ac.uk with your extension number in the subject line and a detailed description of the problem you are having.
For more general queries contact the ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: VoIP,
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access;Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.
Peak Periods: Beginning of academic year
Service Owner: Craig MacDonald
Service Manager: Ian Anderson
Business Service Director: Paul Harness
Click on link to go to Lancaster Answers portal
Web Links: IP Telephony at Lancaster University ~ Frequently Asked Questions about VOIP.
W
Web Services - Windows Based Platforms 
Web Hosting for those using IIS/Tomcat within a Windows environment.
Systems Supported: IIS/Tomcat
Advice & guidance: How do I access the web directory of my webspace? ~
Available to: Everyone
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Malcolm Baldwin
Service Manager: Will Johnson
Click on link to go to Lancaster Answers portal
Web Links: ISS central web service
Web Services - Unix Based Platforms 
Hosting of the University web pages and provision of web services for faculties, departments and individuals, as well as the provision of a Drupal CMS.
What we provide: You can apply for a webpage/webspace if you are a member of the University (and have an IT Account) in any of the following categories:
- Staff
- Postgraduate student
- Undergraduate student
- Students' Union Society
To apply for a webpage/webspace complete the online Registration form
If you want a webpage/webspace for one of the following categories email a request to the ISS Service Desk
- Academic Department or Faculty
- Research Centre or Unit
- University or College Administration
- University Arts, Recreation or anything similar
Advice & guidance: Can I have my own personal webspace? ~ How do I access the web directory of my webspace?
Available to: Everyone
Systems Supported: University web spaces, Drupal CMS, Wordpress, IIS/Tomcat
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Service Owner: Steve Bennett
Service Manager: Graham Clinch
Click on link to go to Lancaster Answers portal
Web Links: ISS central web service
Wireless Network - WiNet 
Provision and support for wireless network access across campus
What we provide: WiNet is Lancaster University's wireless network service.
You can use WiNet to access the University's network using a WiFi enabled computer, smartphone or tablet device in WiNet-enabled areas (see coverage below).
eduroam is used at Lancaster to provide secure wireless access for staff, students and visitors. eduroam is the secure, world-wide roaming access service developed for the international research and education community. It enables students, researchers and staff from participating institutions to obtain secure Internet connectivity across campus and when visiting other participating institutions by simply opening their laptop or activating their smartphone or other portable device. You can use eduroam to access the Internet at Lancaster, and at hundreds of other institutions.
Advice & guidance: How do i connect to WiNet (Wireless Network) on your iPad ~ What is WiNet? ~ How to: Connect to WiNet (Wireless Network) using Mac OSX ~ How do I connect my Kindle to WiNet? ~ How do I connect to WiNet (Wireless Network) using Windows 7
Available to: Everyone
Service Requests & Fault Reporting: ISS Service Desk - Phone: 01524 5 10987 or Email: ISS Service Desk
Systems Supported: Eduroam, Lancaster network, XNet
Service Support Hours: Mon - Fri (excl. holidays) 09:00 to 17:00
Service Availability: 24 hours - 7 Days
At Risk Periods:At Risk Periods: Standard ‘Network at Risk’ periods -Tuesdays 07:00 to 09:00 - 'Network at Risk' for JANET and Internet access; Tuesdays 06:00 to 09:00 - 'Network at Risk' for the University network.
Service Owner: Craig MacDonald
Service Manager: Paul Boyd
Business Service Director: Paul Harness
Click on link to go to LancasterAnswers portal
Web Links: WiNet - the campus wireless network ~ WiNet Campus Coverage
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