Notifying Library IT About System Problems After Hours

Introduction

Library Information Technology staff support over 1,000 computers, hundreds of printers and peripherals in 23 buildings, and over 40 servers providing networked applications services. These devices and services are integral to the daily operational and research needs of the Library’s employees and users.

Because of the dependency on this information technology, the Technology Infrastructure staff proactively monitors the status of many servers, software applications, printers, and networks with automated tools. However, production systems do sometimes fail without alerting our staff automatically, and these events may warrant being corrected before the next regular work day.

Notification Procedure

Whenever a problem with a system supported by Library IT occurs, an employee should:

1. Check the “System & Services Alerts” ( http://www.library.uiuc.edu/systems/status/ ) and LibNews email list for published information about the problem. Note that campus/University issues may listed in CITES, or AITS status pages, all linked from ours.

2. From the Systems web page ( http://www.library.uiuc.edu/systems/ ), click “Log a Work Request.”

3. If the problem is urgent or the request system itself is not accessible, call the office at 244-4688.

4. If no one is available, you have these options:

a. Remain on the line and leave a message which will be checked during normal business hours (8:30-5:00 M-F).

b. Call the Info Desk _if it is urgent_

The Info Desk (333-2290) provides dispatch and filtering for extended-hours contact of relevant Library IT personnel. If an issue warrants Urgent or High Priority response and is not already announced as a known problem, the Info Desk will contact IT personnel at home or on call.