Information
Technology Services
CRC and ITS Classroom Software Installation Request Policy
Table of Contents
01. Policy Statement ....................................................................................................................... 2
02. Prerequisite Requirements for Request Submissions .............................................................. 2
03. Installation Request Process .................................................................................................... 2
Initiate Software Installation Request ...................................................................................... 2
04. Approval Process ...................................................................................................................... 3
Software Evaluation ................................................................................................................. 3
Hardware Review for Installation ............................................................................................. 3
Software Testing by ITS........................................................................................................... 3
Software Testing by Requestor................................................................................................ 3
05. Software Lifespan and Image Cycle ......................................................................................... 3
Software Support ..................................................................................................................... 3
Requesting to Carry Over Software from Previous Semester ................................................. 3
Image Cycle Schedule ............................................................................................................. 4
Fall Semester .......................................................................................................................... 4
Spring Semester ...................................................................................................................... 4
06. Approvals .................................................................................................................................. 4
07. Revision History ........................................................................................................................ 4
08. Disclaimer Statement ................................................................................................................ 4
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01. Policy Statement
This policy outlines the procedure for a Staff or Faculty member, hereby referred to as the Requestor, to
follow when requesting installation of any software related to an academic course, training session, or
textbook at any Computer Resource Center (CRC) lab and/or ITS-managed electronic classroom. Before
the installation process can begin, the following requirements listed in this policy must be met.
Note: All student requests for software installation must come from a full-time staff or faculty member and must be
directly related to a course being taught at Pace University.
02. Prerequisite Requirements for Request Submissions
Requestor must fulfil one or more of the following criteria prior to entering a Help Desk ticket:
1. Own the number of licenses needed for the software to be installed on CRC or Electronic Classroom
computers, or;
For example: If Requestor owns one license of a software product, it can be installed on only one computer.
If Requestor has ten licenses of a software product, it can be installed on only ten computers.
2. Obtain written authorization from the software company granting Pace University the right to install
the “lab version” of the software on a specific number of computers for a specified period of time, or;
Note: For software that is supplied with textbooks, the Purchaser owns the software, not the University.
The Purchaser is responsible for obtaining a new letter of written permission from the software or
textbook company upon the expiration of the current letter of permission. This will need to be done for
each semester the software is being used.
3. Provide vendor software purchased from a quote request obtained from the Client Support Office for
specific use within a computer lab environment.
Information Technology Services will keep the installation media until the expiration of the license
agreement, or until the software is no longer required.
03. Installation Request Process
To ensure that the request meets the required deadline for installation, a request must be submitted at
least two weeks (10 business days) prior to the date you intend to use the software. The approval
process, typically, takes about two weeks (10 business days) to complete, and can be as long as four
weeks (20 business days) around the beginning of a semester.
Once the prerequisite requirements have been reviewed and satisfied, a Help Desk ticket should be
entered.
Initiate Software Installation Request
1. Go to http://help.pace.edu and log in with your MyPace Portal Username and Password
2. Click the Request tab on top menu.
3. Enter the Request Type:
Information Technology > Computer Resource Center > Campus location > Install Software
4. Subject: Enter a summary of your software installation request.
5. Request Detail: Provide details about the software installation request. Please make sure to include
the length of time the software will be used/needed in the lab environment.
6. Attachments: Attach any copies of the license agreement or proof of ownership to the ticket.
7. Main Lab/Classrooms: Specify where the software is to be installed by room location.
8. Name of Software: Enter name of software.
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9.
10.
11.
12.
Is Software licensed?
Have we provided the software in the past?
Installation due date?
Click the Save button at the bottom.
04. Approval Process
The standard approval process entails the following:
Software Evaluation
An ITS technician will contact the Requestor to obtain a copy of the license agreement and approval
email (if not already included within the ITS Help Desk ticket) and a copy of the software (on original
media—CDs/DVDs) for review. For all software requiring a download, either the download link and
password or a downloaded copy of the software must be provided to the ITS technician completing
the installation. If there is similar software already installed on our computers which may be an
effective substitute, the Requestor will be consulted to see if it meets their needs.
Hardware Review for Installation
ITS maintains both Windows and Mac environments in its CRC labs and classrooms. ITS will make a
determination on whether or not the software can be accommodated based on the compatibility of
hardware and software at the requested location.
Software Testing by ITS
Once the hardware requirements and software review is complete, ITS will install the software and
move on to the test phase to ensure its compatibility with the CRC or Electronic Classroom hardware
and software.
Approval will then be granted as long as the license requirements, software evaluation, and testing
have all been vetted by ITS. Requestors should check the Help Desk ticketing system for status,
communication, and updates.
Software Testing by Requestor
All finalized installations are the responsibility of the Requestor to test before the start of classes each
semester. Any problems need to be reported before the start of classes. ITS cannot guarantee immediate
resolutions to last-minute issues. ITS will attempt best efforts to assist where feasible.
05. Software Lifespan and Image Cycle
Software Support
ITS staff are only able to provide full support for those applications listed on our Supported Applications
page. ITS will provide best effort support and basic assistance on functions such as creating files, saving
files, and printing files. It is the Requestor’s responsibility to learn and/or teach the use of the specialized
software.
CRC and Electronic Classroom Software Images
Lab and classroom machines managed by ITS are re-imaged on a semi-annual basis. Software included
on a previous installation from the previous image may not carry over to the next image unless this is
specifically requested by the affected School, Department, or by the Faculty/Staff member who originally
requested the installation via the Help Desk ticket.
Requesting to Carry Over Software from Previous Semester
All carry over requests must be received in the Help Desk ticketing system by the end of the semester
prior to the semester in which the software will be needed again.
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Image Cycle Schedule
The image cycle is subject to changes based on University needs, vendor requirements, and available
resources.
Fall Semester
th
Image evaluations and updates for the Fall semester will start on April 15 of the calendar year. It will
st
th
then be completed and finalized by June 1 with computers in all areas being imaged by August 15 .
Spring Semester
st
Image evaluations and updates for the Spring semester will start on November 1 of the calendar
th
year. It will then be completed and finalized by December 15 with computers in all areas being
th
imaged by January 15 .
06. Approvals
This policy is reviewed and maintained by the Computer Resource Center and Client Support Office
based on University needs, vendor requirements, and available resources. The CIO reviews and
approves the policy.
07. Revision History
Version
Date
Change
Author
1.1
1.2
1.3
1.4
1.5
1.6
03/27/12
11/06/13
05/14/14
05/23/14
05/30/14
06/02/14
New format, additional language, multiple edits
Modified language, multiple edits
Modified language, multiple edits/revisions added
Edits and formatting
Edits and language modified
Final edits and modifications
GM/SB/LR
GM/SB/LR
GM/SB/LR/EP/AW
SB/GM
LR/SB
CE/DM
08. Disclaimer Statement
Pace University reserves the right to amend or otherwise revise this document as may be necessary to
reflect future changes made to the IT environment. You are responsible for reviewing this Policy
periodically to ensure your continued compliance with all Pace University IT guidelines.
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