Information Technology Services | Division of Finance

The Financial Systems and Training Department, IT Services (ITS) team provides computer, software application and networking support for nearly 300 customers in 12 business areas. The ITS organization includes professionals from across technical and business disciplines.

ITS Customer Portfolio

ITS Customer Base

Our Mission

The DoF IT Services team provides technology solutions that enable the Division of Finance to engage and serve parents, students, university and external stakeholders with exceptional financial services.

Our Vision

The DoF IT Services team will become a valued, trusted, and reliable technology business partner throughout the University of Pennsylvania community.

Our Services

personal computer acquisition, configuration, deployment and support
maintenance and support for all software applications, websites, and data center infrastructure
network design and architecture
technology consulting and training

Our Priorities

Division of Finance customer service and communications
Technology modernization and harmonization of the legacy Student Registration and Financial Services (SRFS) computing environment
Team skills transferability and knowledge-sharing
Improve DoF ITS internal team communications and operations
Understand and plan for what’s ahead with a technology roadmap

Our Strategic Plan

ITS Quick Facts

more than 5,000 service calls, walk-up requests, and support tickets annually
more than 1,000 web content update requests
300 customers, in 12 departments, residing in three campus locations
over 100 terabytes of stored data
over 80 data center servers
over 50 software applications
data center and server infrastructure maintained in five on/off campus locations

Support Contacts and Hours

Submit online ticket for technical support

Help Line: x8-HLPU (215-898-4578)

Visit Us: Franklin Building Suite 322 [left off elevator]

Support Hours: Monday - Friday, 7:00 am to 5:30 pm. Support requests after 5:30 pm will be addressed the next business day.

A "Submit a Support Ticket" button is at the top of each ITS page for all support requests.

Priority Levels

All support requests are prioritized depending on number of users affected and severity of the issue.

High Priority

Description: Problems affecting multiple users or causing the inability for a customer to work.

Examples: Computer won’t start; no network drives; password/account lockout; computer display failure.

Response Time: Within two hours if request is placed before 3pm.

Medium Priority

Description: Problems that cause inconvenience or the ability to do some work. Workarounds are available or other work can still be performed.

Examples: Printer jam; phone not working; printer low on toner; software updates

Response Time: Within four hours, or next business morning if request is placed after 1pm.

Low Priority

Description: Overall work is not disrupted; support request can be scheduled for a later date.

Examples: Moving a printer or computer; changing a phone number; install new software; loaner laptop or MiFi hotspot requests; new employee setup; general technology questions.

Response Time: Within three business days.

What We Support

ITS supports:

Division of Finance desktop and laptop computers configured to recommended standards
Division of Finance and Student Financial Services network and data center infrastructure
Division of Finance websites and applications
Division of Finance audiovisual and conference room equipment
Franklin Building and Franklin Building Annex training rooms
Configuration and troubleshooting of Office 365 and Two-Factor authentication mobile apps

Business areas must fund all software and hardware costs, including upgrades and third party support contracts, from their department budgets.

Software Standards

Business areas should work with ITS to evaluate new software prior to purchase, including cloud and subscription software services. The ITS staff will evaluate security and compatibility with Division of Finance computers, network, and data center requirements. All business areas should plan to upgrade all software to the latest version as it becomes available. ITS can assist in reviewing the costs and impact associated with upgrades.

Installing Software

ITS recommends that staff not load software onto university computers without ITS assistance.

Specialized Departmental Applications

Specialized department software is supported in addition to campus-wide software like Office 365. ITS is responsible for maintaining all administrative user accounts for specialized department software applications. Any modifications, patches, upgrades etc. should only be performed by ITS staff.

Software Developed by External Service Providers

Departments should consult with ITS when working with third party service providers or software developers. ITS will assist with reviewing technical specifications, documentation, and information security requirements. ITS staff can help determine the appropriate software support mechanisms for your business area.

Software for Use at Home

Departments are responsible for all costs associated with purchasing appropriate home-use software licenses. Customers can choose to install the software on their home computer or bring it to the Franklin Building for ITS assistance.

Note: Supported software should only be installed on home computers with modern operating systems updated with current security patches. If you are not sure about the status of your home computer, consult with ITS. ITS is not be responsible for personal, non-supported software malfunctions (e.g., personal email, games, photos, music files, etc.) as a result of installing supported software on an employee’s home computer.

Physical software media, like CD/DVD's, will be retained by ITS. Copying commercial software is illegal and against university policy. It is the responsibility of each department to ensure employees are familiar with and adhere to Penn’s computing security policies and guidelines contained in the Policy on Unauthorized Copying of Copyrighted Media.

Hardware Standards

Computers (Desktops and Laptops)

ITS manages all computer purchases for the division and follows university computing standard recommendations. Most computers are replaced on a three to four year replacement schedule. All computer purchase costs are the responsibility of the ordering department. Please consult a member of the ITS team for more information on pricing and recommended computer configurations.

Printers

Printer problems should be reported to the help desk. ITS contracts support for printers with an off-campus support provider; turnaround time is typically within 24 hours. Purchasing individual desktop printers is discouraged. If you need new print equipment or wish to modify your existing printer environment, please contact the ITS staff.

Loaner and Travel Laptops

Depending on availability, loaner laptops are available for up to one week for remote access or travel. Staff traveling outside the USA (especially to China, Russia, and other countries experiencing sanctions, political unrest, or unfavorable relations) should request travel loaner laptops to reduce information security risk - traveling with your regular work laptop is strongly discouraged. To reserve one for your upcoming trip, submit a support request ticket or call the help line at x8-HLPU (x84578). For help with information security during business travel, consult with ITS Tip Sheet #3 - Using Technology When Traveling .

Mobile "MiFi" Internet Access Hotspots for Business Travel

All staff should reserve a mobile "MiFi" hotspot for business travel to provide secure high-speed wireless Internet access. To reserve one for your upcoming trip, submit a support request ticket or call the help line at x8-HLPU (x84578). Connecting to public WiFi Internet at hotels, airports, conferences, coffee shops and similar is discouraged. For more information related to information security and computing precautions during business travel, consult with ITS Tip Sheet #3 - Using Technology When Traveling.

Non-standard Hardware and Software

All departments are required to use standard hardware and software configurations recommended by ITS. Support for non-standard configurations require additional planning and may incur additional costs to the requesting department. ITS reserves the right to recommend support for some configurations be provided by outside vendors. Contact ITS to consult on all unique technology requests.

Conference Rooms and Audiovisual

ITS supports all audiovisual and computing equipment in the following Division of Finance conference room locations. For setup and technical assistance with conference room equipment, submit a support request or call the help line at x8-HLPU (x84578).

Franklin Building / Franklin Building Annex (FKB/FBA)

Conference Room 720 (EVP) - PC with HDTV; HDMI cable for laptops.
Conference Room 549 (ORS) - PC with HDTV and webcam; ClickShare for laptops.
Conference Room 538 (ORS) - PC with HDTV; ClickShare for laptops.
Conference Room 326 (Comptroller) - PC with HDTV; ClickShare or HDMI cable for laptops.
Conference Room 324 (ITS) - PC with HDTV and webcam; HDMI cable for laptops.
Conference Room 221 (SRFS) - Projector with screen; HDMI cable for laptops. VDI computer terminal.
Conference Room 215 (SRFS) - Projector with screen; HDMI cable for laptops. VDI computer terminal.
Conference Room P204 (Annex) - Projector with screen; HDMI cable for laptops.
Lower Level Conference Room B16 - Projector with screen; HDMI cable for laptops. VDI computer terminal.
Lower Level Conference Room B2 - Projector with screen; HDMI cable for laptops. VDI computer terminal.
Lower Level Conference Room B2 - Projector with screen; HDMI cable for laptops. VDI computer terminal.

FMC Building

DOF FMC Conference Room 456 - PC with HDTV, Xfinity Cable TV. HDMI cable for laptops.

Technology Training

Upon request, ITS will coordinate training on many of the software applications supported by our team. Training forums may include a combination of online resources such as LinkedIn Learning (formerly Lynda.com), training programs delivered through ISC’s on-campus Technology Training Group, and off-campus training through third-party training providers. ITS will explore these alternatives and assist with determining the best approach in terms of timing, cost, and quality of course content. In most cases, the department will be responsible for all costs incurred for training needs.

Customer Responsibilities

Availability. ITS prefers to address most service requests with the customer present. If you will be away from your computer for an extended period, please schedule a convenient time to address your service request.

Access to Computer. If your service request can be addressed by ITS without your presence, please ensure your office or desk space will allow ITS to access your computer.

Installing Software. ITS discourages customers from installing software on their own. Please schedule a software installation appointment with the ITS team.

New or Departing Personnel. Customers should provide as much lead time as possible for all new staff hires and departures, as well as new account or deactivation requests. Some access requests may require two days to complete and require assistance from other university IT departments.

Home/Personally-Owned Computers and Mobile Devices. ITS support for personally-owned devices is limited support on common mobile phones and tablet computers using updated Windows, Android, and iOS (iPhone and iPad) operating systems. Support is limited to connecting to the Finance network, AirPennNet, and configuration university email and Office 365 mobile apps. See "Mobile Devices and Phone" for more information on mobile devices.

Copying Software. Copying commercial software is illegal and against University policy. It is the responsibility of each department to ensure its employees are familiar with and adhere to Penn’s computing security policies and guidelines. A complete explanation can be found within the university’s Policy on Unauthorized Copying of Copyrighted Media.

Mobile Devices and Smartphones. All mobile devices that access or store university data such as email, whether university or personally owned, are subject to the university's Computer Security Policy and policy that permits local IT staff to remotely reset a mobile device to its original factory settings if lost or stolen. Data wipe may also could occur upon separation of service from the university:

§VIII.2: "The University reserves the right to wipe lost or stolen devices if necessary to protect confidential University data contained on the device, whether or not the device is owned by Penn. Device wipe also could occur upon separation of service from Penn. Depending on the technical implementation, this could result in all data being wiped."

Unsupported Technology or Services

Some support requests require assistance from other IT departments or third party vendors, including applications not supported by ITS (i.e: Student Systems such as Pennant, SAM and SRS; BEN Financials, Payroll, Workday@Penn, LinkedIn Learning/Lynda.com, and KnowledgeLink, etc.)

ITS does not provide support general business machines, such as fax machines or document shredders, or personally-owned computers and other technology not owned by the university.

February 7, 2019

ITS Tip Sheet #5 is now available: IT Support Contacts

January 22, 2019

ITS Tip Sheet #4 is now available: FERPA and Privacy in the Computing Environment

January 15, 2019

SRFS Conference Room Upgrades: ITS is upgrading the audio-visual and computer equipment in the legacy SRFS and NGSS basement conference rooms (FKB 215, 221, and Ground Level/Basement). New projectors or large, modern flat panel displays will be installed in all three locations. The existing VDI terminals used to log in to the SRFS network will be removed and replaced with common desktop computers. Upgrades will be completed before the end of 4Q19.

FootPrints Replacement Project: The ITS team kicked off the FootPrints ticketing system replacement project on January 14. The project will take several months to gather all requirements and evaluate existing ticketing systems used elsewhere in Penn. ITS will update customers at key progress points throughout the project, which is expected to conclude in FY20.

FootPrints Enhancements: The FootPrints ticketing system has been modified for ease of use. Second and third level drop-down box descriptions have been eliminated. All help tickets now only require a free-form text description of the support request.

FAQS:

Access AirPennNet and/or AirPennNet-Guest wireless service

To access AirPennNet, your PennKey name and password is required. When your mobile device is within range of an AirPennNet WiFi point:

1. Connect your device to the wireless network: AirPennNet-Help.
2. Open a web browser and browse to: www.upenn.edu
3. Follow the on-screen instructions to configure your device to connect to AirPennNet in the future and without needing to go through this setup process again.

For detailed information on AirPennNet or AirPennNet-Guest wireless network, visit the ISC AirPennNet page at https://www.isc.upenn.edu/how-to/using-wireless-penn . If after reviewing you still need assistance, please contact the ITS for support.

Obtain new network or email account

Request all new account requests by submitting a support request at https://footprints.finance.upenn.edu:44304/ . New account requests may take up to two days to complete.

Deactive network login IDs and/or email accounts for people that leave my department or the university

Request all account deactivations or suspensions by submitting a support request at https://footprints.finance.upenn.edu:44304/ . ITS needs to be notified of all departures as soon as possible before the employee's last day.

Immediately suspend accounts or access for someone that immediately left the university or whose passwords may have been compromised

Notify ITS IMMEDIATELY by calling the ITS Service Desk at 215.898.HLPU (x8-4578). If staff are not available to take your call, contact Joe Shannon directly at 8-4468 or Brent Friedman at 8-9973.

Secure and backup files stored on my network drives

Files stored on network drives (G: through Z:) are maintained in a secure environment and backed up daily during the overnight hours. In the event of file loss corruption or loss due to a network outage, ITS has established procedures to recover your data from the most recent available backup.

Important: Do not store files on your Windows Desktop or C: drive. These files are not backed up and may be permanently lost during a hard drive failure or routine computer patching.

Obtain an Administrative Mainframe ID and Password (Pxxxxxx)

Request Mainframe access by completing the access form at https://www.finance.upenn.edu/sites/default/files/Admin%20MF%20Account%2.... Complete the application, have your Business Administrator sign the form, and bring or send the form to the ITS department (Room 322, Franklin Building) for processing. New ID requests usually take 1 week from the receipt of a completed form. An Administrative Mainframe Logon ID is used to access applications supported by Information Systems and Computing (ISC) - such as Payroll/Personnel, Development and Gifts, and Student Records System.

Reset my forgotten or lost Administration Mainframe Logon password

Call the ISC Hotline at 215.898.1099.

Dispose of old computers, faxes, copiers, or other electronics

Electronic waste (eWaste) must be disposed of properly to comply with applicable regulations and to support the university's environmental sustainability efforts. ITS uses the services of contracted eWaste recycling companies near campus. All eWaste is disposed of responsibly, using certified and compliant procedures. Most eWaste is recycled back into the electronics supply chain for reuse. Please contact the ITS staff for all eWaste removal.

Access my Penn computer or systems from home or another remote location

The "Remote Access" menu lists complete requirements and instructions for remote connection to the Finance network.

Upgrade or refresh my current computer

All Division of Finance computers are refreshed on a common three to four year refresh cycle. Contact ITS to find out when you are eligible for a computer upgrade. For upgrades to components or peripherals, like display monitors, keyboards, etc., please submit a support request. All costs for new computers and upgrades are borne by the requesting department.

New Accounts for Employees, Temporary Workers and Consultants

ITS requires at least two days' notice to set up PennKey, Office365, PennNet phone, and Finance Network accounts for all new hires, transfers, and third party temporary workers or consultants. To request a new network or software application accounts, call our the Help Line at x8-HLPU (215-898-4578) or submit a request online.

Account Deactivation

Notify ITS of all departures as soon as you are aware of a staff member, student worker, or consultant's last day. Accounts can be deactivated by calling the Help Line (x8-HLPU, 215-898-4578) or submitting a support request online.

Passwords

All Finance network passwords are required to meet complexity requirements:

Minimum of eight (8) characters.
Must contain any three (3) of the following character types:
- A capital letter (A,B,C…)
- A small letter (a,b,c…)
- A number (0,1,2,3…)
- A symbol (!,#,$...)
Must not contain any part of a user’s ID (i.e. user with the last name of Smith may not make their password “dsmith2”).
Must not be any of the last six (6) previously used passwords.
Once a password is changed, it may not be changed for another three (3) days.
A user will be notified and required to change their password every 42 days.
Never mix or reuse passwords.

Visit the PennKey page for more information on setting complex passwords. LastPass, a password manager app, is also available for download.

Remember: Sharing your password with another person is a violation of University policy.

File Storage

All university data should be stored on provisioned network storage drives (Drives G: through Z:) or Penn+Box. Files stored on the local computer (C: drive or Windows Desktop) may be permanently lost during a hard drive failure or routine computer patching. ITS is not responsible for lost or destroyed data stored on your PC.

Use of USB Flash Drives and Portable Media

To maintain a secure computing environment and to minimize the threat of malware or data compromise, ITS discourages the use of portable storage media, such as USB flash drives, CD/DVD disks, and portable external hard drives. Any portable media in use should be encrypted and managed in a way consistent with the university Policy on Computer Security.

For assistance in reviewing or securing your portable media, please contact the ITS staff or submit a support request at footprints.finance.upenn.edu:44304/ .

Multimedia Files

All non-business related multimedia files (i.e: music, movies or home videos, personal photographs, etc.) are prohibited from Finance network servers (including all network drive letters, G: through Z:). To store business related media files, G:\multimedia folders have been created for each department or work group.

Remote Access to the Finance Network

Staff are permitted to connect to network drives (G:, H:, U:, etc.) through a secured remote network connection.

Remote Access Accounts Required: Network accounts must first be enabled to remotely connect to the Finance network. Submit a support request if your account is not currently enabled for remote connections.

Connection Limitations: You will be automatically disconnected from the network if there is no activity for more than one hour, or if you are connected for more than nine hours

Deactivation of Remote Access Due to Lack of Usage: Remote access network accounts will be disabled if they have not been used for at least six months. If your remote access has been disabled due to lack of usage, please call the ITS help line (x8-HLPU) or submit a support request to re-enable your remote access rights.

>>>View Remote Access Instructions and Technical Requirements

Replacing and Purchasing Computers

ITS is responsible for recommending the purchase and configuration of new computers. Computers are upgraded on a three to five year replacement schedule and require two weeks for delivery from time of order. Laptop and desktop computers are available, depending on your position and local management approval.

Installing Software

Staff should not load software onto university computers without ITS assistance to ensure proper network compatibility and and security configuration.

Moving Computers or Phones

Staff should contact ITS for all computer and phone moves. Moving equipment requires at least two days' advance notice to allow for network and wiring port configuration changes. Moves of multiple staff require additional planning and IT staff resources. Staff should contact ITS with at least ten business days' notice for moves involving five or more people.

Distribution of Computers for Home Use

Computers owned or managed by the Division of Finance remain the property of the university and cannot be taken home for personal use, including the following situations:

computers that reach the end of their warranty period or useful life
employee transfer to another university department or position
end of university employment
leave from work

Computers reaching the end of their useful life are recycled, repurposed, or reallocated to other university business areas. Any home use outside this policy must be authorized by the employee's department management.

Prior to deploying and using any university-owned computers in a home environment, department management and the requesting employee must consulting with the ITS team to address all relevant policy and information security matters.

Secure PC Destruction, Recycling, and Data Deletion

Computers that are replaced are not permitted to be removed from campus by Division of Finance staff. ITS staff will manage collection and responsible recycling of all computers and electronics no longer in use. A locally contracted e-waste recycler destroys all electronics and returns the separated raw materials back into the supply chain for reuse.

ITS employs measures to ensure any data remaining on recycled computing devices is permanently destroyed.

University Computing and Information Security Policies

The university has a range of policies in place that address information security, network architecture, privacy, and acceptable use, among other topics. The policies are governed by various senior leader and organizational committee structures and are university-wide in scope. These policies are maintained by Information Systems and Computing (ISC).

http://www.upenn.edu/computing/policy/

SRFS users: Follow the VDI instructions at the bottom of this page to remotely connect to your drives on the SFS network

Your account must be enabled to access network drives remotely. Please submit a support request if you do not currently have remote access rights.
Remote connections are automatically disconnected from the network if there is no activity for more than one hour, or if connected more than nine hours.

A remote connection to the Finance network in not needed for web-based systems accessible through any Internet connection and web browser, such as Outlook Webmail, Penn+Box, BEN Financials, PTO System, Business Objects, and administrative systems listed in U@Penn.

Connecting to the Finance network using VPN (virtual private network)

Remote access to the Division of Finance network requires one of the following operating systems: Windows 10 "Professional" version or higher. "Home Edition" Operating Systems will not be able to connect to Division of Finance network.

If VPN access is not available to Finance network users, the VDI instructions used by SRFS below provide an alternative method to access your network drives.

How to remotely access the Finance domain from your home PC or Finance Laptop with Windows 10	Windows 10 (PDF)
How to remotely access the Finance domain from Finance Windows 7 Laptop.	Windows 7 (PDF)
How to access the Finance Domain from your home PC with Windows 7	Windows 7 (PDF)

SRFS users: Connecting to the SFS network using VDI (virtualized desktop infrastructure)

Download and install Horizon View software on your PC: https://download3.vmware.com/software/view/viewclients/CART19FQ3/VMware-Horizon-Client-4.9.0-9539668.exe
Open the Horizon View application after installing
Select “New Server” at the top left of the window
Connection Server name: vdi-external.sfs.upenn.edu
Select your affiliated domain from the drop-down menu: Finance or SFS-Domain (SRFS staff only)
Login entering your network username and password (same as your campus work computer)
After connecting the screen displays your network drives and assigned applications

VDI Screenshots showing login screen and appearance of network drives and applications after connecting:

ITS supports mobile app versions of Office 365 when it is properly installed and configured on a mobile device, including:

Android: The most recent three versions of any Samsung, Motorola, Google, and HTC model phones

Apple iOS: The most recent three versions of any iPhone or iPad

Windows: The most recent three versions of any Nokia and HTC Windows Phone

Purchasing a Mobile Device

Please consult with ITS if you plan on using a new mobile device to access university email and data. For phones paid for with university funds, individual departments are responsible for all monthly billing costs.

If a department intends on purchasing a phone or mobile device for an employee, ITS recommends submitting a request via Footprints to allow ITS to make the purchase on the department's behalf. Please include a Budget Code and preferred Smartphone model, color, size of storage and data/voice service provider (Verizon Wireless preferred) within the request. Consult the university’s discounted cellular service plans managed by ISC for more information.

Customer Mobile Device Responsibilities

Configuration: It is the responsibility of the customer to submit a support request to configure the mobile device to access university data or systems.

Data Backup: Customers should backup personal data, purchased apps, and pictures on their devices either by synchronizing to local home computer or a cloud backup service.

IMPORTANT - REMOTE DEACTIVATION OR DATA DELETION

All mobile devices that access or store university data such as email, whether university or personally owned, are subject to the university's Computer Security Policy and policy that permits local IT staff to remotely reset a mobile device to its original factory settings if lost or stolen. Data wipe may also could occur upon separation of service from the university: