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The intent of this document is to describe the capabilities of the ImageNow Enterprise Document Imaging system and the services provided by the Office of Information Technology (OIT) to implement and maintain imaging solutions for colleges, departments, and business units across the University, define boundaries of such services, and identify levels of services customers should expect.

ImageNow

ImageNow is the University's comprehensive imaging and document management system. Documents can be scanned or captured in their native format such as Microsoft Office files. They can be linked with records automatically at scan time or manually in a single-click process. These documents can be routed automatically or manually depending on the needs and business processes of the department. They can be retrieved by simply launching the ImageNow application.

Definition of Services Provided

OIT provides document imaging services through Perceptive Software's ImageNow product to any department or business unit at the University. The ImageNow application provides a robust document storage system to improve business processes, ease of access, document routing, secure storage, and cost saving in terms of efficiency, storage costs, and staff time.

Enterprise Document Imaging - http://www1.umn.edu/docimage Online Orientation - http://umconnect.umn.edu/imagenow6 Training Resources - http://uttc.umn.edu/training/courses

Definition of Terms/Overview of the System or Product

Document Imaging Document imaging, in its most basic form, is the creation of an electronic version of a paper document and then storing it on a computer. This is accomplished by using a device called a scanner, which takes a picture of the document and converts it into a format that can be manipulated and read on a computer. The usefulness is enhanced when the scanned image is assigned a purposeful name, or indexed, and then stored in a manner convenient for retrieval. Electronic documents such as Word, Excel, or PDF files can be directly imported into ImageNow without the use of a scanner. CaptureNow CaptureNow is additional licensed software required for each scanning workstation in order to connect a scanner with the ImageNow system. One license is required for each workstation/scanner.

ImageNow ImageNow is a software application used to capture documents by scanning or importing, linking (indexing) them, and retrieving them for viewing and distribution via print, email, or fax. The Office of Information Technology ­ University of Minnesota 1

Workflow feature automates business processes and allows the routing of documents for review or approval. OIT Imaging Team The OIT Imaging team is responsible for designing, installing and maintaining custom-configured ImageNow implementations for departments and business units across the University. The team consists of a Product Manager and five Imaging Specialists. Perceptive Software, Inc (PSI) Perceptive Software, based in Shawnee, Kansas, is the creator of ImageNow. Scanning Station A scanning workstation is a Windows workstation with the ImageNow client installed and a scanner attached. In addition, a CaptureNow license is required for scanning workstation. ImageNow Client The ImageNow Client is an application installed on a user's workstation that allows them to access the ImageNow system to scan, view, and process documents.

Support Support by OIT for ImageNow includes · Analysis and design of implementations for departments or business units that want to use ImageNow · Site visits by imaging team members to install software and scanners. · Answering all user questions with respect to setup or use of the ImageNow system · Training users in the use of ImageNow User A user of the ImageNow system is any University staff, faculty member, or student who is authorized to access and use the ImageNow system. WebNow WebNow is a browser-based application that allows users to perform all the functions of the client, except scanning and indexing. WebNow is the recommended interface for most users since no software installation is needed on the user's workstation.

Service Performance

Hours of Operation

ImageNow standard availability is Monday through Friday from 7 a.m. to 8 p.m., except for regularly scheduled maintenance on Sunday morning. System status is available at: http://systemstatus.umn.edu.

ImageNow has time reserved for scheduled maintenance between the hours of 6 a.m. and noon every Sunday. Every effort will be made to use this time window to perform maintenance activities. If the maintenance window extends beyond anticipated end time, the System Status page will be updated accordingly. The schedule of OIT maintenance windows is published on the System Status page.

Scheduled Maintenance

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Service-Impacting Maintenance If a scheduled maintenance activity is expected to impact service, OIT intends that information regarding that maintenance activity will be communicated via the System Status page, email to the [email protected] mailing list, and other appropriate venues no fewer than 10 business days in advance of the maintenance activity. Communications Communications about maintenance will include the start time, anticipated end time, and a description of the maintenance to be performed (upgrades, patches, etc.).

Should maintenance be required outside of the scheduled maintenance window, an announcement will be posted to the System Status page.

ImageNow is dependent upon the University data center power, network, and related systems. The availability of those systems will have a direct impact on the availability of this service.

Dependencies

Power

Service

Network

Environment Database Storage

Service Provider and Customer Responsibilities

Staffing

There must be power to PeopleSoft and ImageNow servers. There must be network access to PeopleSoft and ImageNow servers. There must be at least one PeopleSoft and ImageNow server in a room temperature environment. Connection to the Oracle database Connection to the SAN

Dependency on Service

OIT OIT OIT OIT OIT

Service Provider

The OIT Imaging team is responsible for the implementation of the product, updates and upgrades, management of the central service, and providing best practices for units to administer services for their area. OIT Data Security is responsible for user setup and password creation or changing passwords. OIA Unix Administration team is responsible for the regular maintenance and operation of the ImageNow servers. The OIT Imaging team provides support to IT staff in local units in addition to the support offered by the University's 1-HELP service. The OIT Imaging team is available to handle support requests during normal business hours (8 a.m. to 5 p.m. weekdays, excluding official University holidays).

OIT Duties and Responsibilities

New Implementations The OIT Imaging team will work with department and business unit staff to analyze current business processes, design an imaging system to meet their needs, develop an implementation schedule, and provide training as part of the implementation process 3

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Enhancements The OIT Imaging team will work with department and business unit staff when they request to enhance their existing implementations, providing design, analysis, and modifications within an

agreed upon time line. All user-requested enhancements to ImageNow implementations are tracked in ITG Center by the OIT Imaging team.

Support User questions and issues will be answered and resolved, or acknowledged and updated, within 24 hours of receiving a Service Center ticket, telephone call to an Imaging team member, or email to [email protected] The support team will communicate with active users via the [email protected] mailing list. In addition, the [email protected] will be used for periodic messages about upgrades and future events.

The OIT Imaging team will be expected to: · Communicate and coordinate with IT staff in local units to minimize disruption to end users. · Meet response and resolution times associated with service-related incidents · Generate and make available monthly service level reports

Customer Duties and Responsibilities:

· · ·

The operational status of University systems is available online at: http://systemstatus.umn.edu. Whenever possible, users are encouraged to check the status page before contacting technical support.

Problem Management

Adhere to any related policies, processes, and procedures Report problems using reporting procedures described in this service statement Provide input on the quality and timeliness of service

1- HELP hours are found at: http://www.oit.umn.edu/help/contacts/ Monday-Friday: 7:30 a.m. - 8:00 p.m. Saturday: noon. ­ 5 p.m. Sunday: closed

If local technical support resources do not exist or are not available (e.g., outside of normal work hours) users are encouraged to contact the University's 1-HELP service (http://www.oit.umn.edu/help): · On-campus ­ 1-HELP (1-4357) · Off-campus ­ (612) 301-HELP (4357) · Email ­ [email protected]

Users are strongly encouraged to first contact technical support resources in their local unit if they are experiencing problems with computers or applications. Local technical staff will be able to resolve many problems or escalate them to the appropriate levels, helping to increase the speed and effectiveness of the service response. Response time is dependent on the local unit's technical support processes and policies.

1- HELP will escalate incidents, when necessary, to appropriate service providers. All incidents and changes reported to 1- HELP will be logged into Service Center, a tracking tool. Office of Information Technology ­ University of Minnesota 4

Outside of these hours, or on University holidays, callers may leave a message, which will be responded to the following business day.

ImageNow is an important service. In the event of a disaster, recovering ImageNow service is a high priority, and has a disaster recovery plan in place. Redundancies are built into the ImageNow system to minimize outages and to assure that service is restored as quickly as possible in the event of a disaster. The service does not have auto fail-over. The manual fail-over process may require up to eight hours to restore the service. Degraded or failed service receives immediate attention, and all available resources are brought into force to recover full operations.

Disaster Recovery

Communication In the event of unexpected service interruption, OIT will update the system status page and send notification of service interruption to subscribed individuals within 15 minutes of service loss identification by the OIT Imaging team via email. Status updates will be provided on an hourly basis to both the system status page and the [email protected] mailing list. A postmortem analysis will be released after the resolution of the interruption.

In the event of a site failure, or another event causing multiple service failures, ImageNow will be placed at a nonbusiness-critical level in the recovery queue, depending on the nature of the failure. In other words, services like PeopleSoft or Email would have higher priority.

Policies

· ·

Document Security

Archiving/Data Retention

· ·

All users are expected to follow University policies in regard to use of data. Each user must complete an Access Request Form (ARF) signed by an authorized person in their area. This form must be on file with OIT Data Security before a user is granted access. System security is set up to allow access to documents to only those authorized to view them.

Testing

· ·

Documents are stored in ImageNow as long as needed to meet government, state, and University policies for archiving and retaining data. The OIT Imaging team will work with departmental/business unit staff and with University Records Management to define archiving and retention needs of the documents that will be stored in ImageNow.

University of Minnesota Information Technology policies are available on the web at: http://www.policy.umn.edu/groups/ppd/documents/index/policycategories.cfm?ctg=4&subctg=37 Polices related to this statement include: Acceptable Use of Information Technology Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/Acceptable_Use.cfm User Authentication for Access to University Computer Resources http://www.policy.umn.edu/groups/ppd/documents/Policy/x500pol.cfm

Users are expected to test system upgrades and enhancements to verify that they meet their expectations before changes or modifications are implemented in the production system. OIT will provide a separate test server and instance for user testing.

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University policies on privacy and data security: http://www.ahc.umn.edu/privacy/policies.html

Internal Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/Policy/access.cfm

Public Access to University Information: http://www.fpd.finop.umn.edu/groups/ppd/documents/policy/public_access.cfm For more information about this and other OIT services, visit the OIT service catalog.

More Information

Student Education Records: http://www1.umn.edu/regents/policies/administrative/Student_Education_Records.pdf

This statement of service will be reviewed annually. Last revision: August 2010 File Name: ImageNow.doc

Service Statement Maintenance

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