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Document Owner: Nepal Plummer
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Approval Date:
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Last Revision: May 21, 2020
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Approved By:
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Document Purpose
- Outline the different levels of IT technologies used by BYU-Idaho.
- This document is designed for a non-IT audience.
Brief description of support Levels
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Support Level
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Description
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Level 3
Core
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Level 3 technologies are high profile, mission-critical enterprise systems used throughout the university. Level 3 technologies are supported by BYU-Idaho Information Technology. These technologies will have a critical uptime need and will be supported 24/7 by BYU-Idaho IT.
Modifications to licensing or product enhancements must go through the assigned IT Portfolio Manager.
An IT Application System Engineer (ASE) will be assigned to each Level 3 technology. A Product Manager will also be assigned to Level 3 technology - dependent on resource availability. The ASE and Product manager provide vendor relation management and direct product support.
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Level 2
Supported
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Level 2 technologies have smaller user bases and thus have a smaller overall impact on the university. These technologies will usually have less usage and a lower level of critical uptime needs. These products will be supported by BYU-Idaho Information Technology and generally supported during normal business hours.
A BYU-I IT application system engineer (ASE) and product manager may be assigned to each Level 2 technology.
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Level 1
Dept. Supported
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A level 1 technology will not receive support from BYU-Idaho IT. The user, department, or vendor will be responsible for maintaining, training and supporting all issues and services relating to Level 1 technologies.
***For Lab, Classroom, VDI, and Campus provided computers, IT will ensure that users are able to access the level 1 software installed on those devices (installation support). Support for the use, specific features, and trouble with feature sets will be provided by departments or directly from the software vendors.
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Level 0
Unsupported
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Level 0 technologies are products that are free or of low cost and are not supported by the University. End-Users will receive support directly from the vendor or manufacturer.
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Definitions of Technology Levels
Level 0 and 1
A level 0 and 1 technology will not receive support from BYU-Idaho Information Technology. Level 0 and 1 systems will not be integrated with other BYU-Idaho supported level 2 and 3 systems (including Single Sign On, data bridges, or APIs). All support must be external to BYU-Idaho or supported by the user that chose to use the technology. BYU-Idaho does not create, pay for, or host this level of technology.
While university students and most employees can use Level 0-1 technologies to fulfill their work or school-related tasks, BYU-Idaho will not fund or staff the technology's implementation. The only difference between level 0 and 1 is that level 1 tools may be installed on university virtual servers and occasionally provided hardware – this is only done on special circumstances.
Great care must be taken when using level 0 and 1 technologies because these technologies do not always meet BYU-Idaho’s cybersecurity and disability standards. In addition, it is required that students and employees never duplicate their BYU-Idaho credentials (BYUI username and password) when creating login credentials for a Level 0 or 1 technology. Data sharing with level 0 and 1 systems is not, and will not be permitted. A request for data sharing and a request to elevate the technology to a level 2 or 3 must be made to allow data sharing with the application(s).
BYU-Idaho Online does not use Level 0 or 1 technologies in online courses unless they receive specific approval from the Online Learning Council (OLC) through an External Resource Request (ERR) for each time the technology is used in a course or courses.
***For Lab, Classroom, VDI, and Campus provided computers, IT will ensure that users are able to access the level 1 software installed on those devices (installation support). Support for the use, specific features, and trouble with feature sets will be provided by departments or directly from the software vendors.
Examples:
- Level 0: Google Suite, DropBox,Screencast, Doodle, Prezi, Jing, Capsim, Asana, Irfan View, Meet-O-Matic …
- Level 1: 7 Zip, Lab Simulation tools …
Security Requirements:
- Storing University Intellectual Property – personal accounts are not to be used when the service provides cloud-based storage of documents, pictures, etc.
- Security compatibility – Applications should be compatible with our security standards.
- Open Web Services – web services are not open to the public internet. Web services can be open to the campus network. BYU-I will not create bridges or API’s to connect to web services for Level 0 or Level 1 technologies.
Characteristics of Level 0/1 Technologies
- These technologies will not be supported, integrated or communicate with any university systems (including backup, data recovery).
- These technologies are specialized according to an individual or department’s needs and use. (e.g. software used to measure earthquakes in the Geology Department, photography aperture simulation tool)
- These technologies usually either free or cost under $500 to host.
- They shouldn’t cost money for students to use.
- BYUI Online does not use these technologies unless the Online Learning Council (OLC) received an External Resource Request (ERR) and it is approved.
- These technologies are typically short-term solutions.
Consideration of Level 0 and 1 Technologies
- If a tool requires users to provide login credentials, students and employees should create new login information and NOT use their regular campus usernames and passwords. Using BYU-Idaho student or employee credentials outside the university network is a security risk.
- Tools at this level should not include any BYU-Idaho branding. It should be as obvious as possible that the technology is not part of BYU-Idaho and is not supported by BYU-Idaho as a core (main) campus technology.
- As technology is investigated please considered potential risks such as: security, branding, financial, student and employee experience, FERPA (The Family Educational Rights and Privacy Act) standards, accessibility, etc…
- These technologies usually do not adhere to FERPA and other standards, therefore student information should not be stored in these technologies.
- These technologies should adhere to the BYU-Idaho Honor Code.
- Be aware that many level 0 and 1 technologies may not scale worldwide or in rural areas.
- For Lab, Classroom, VDI, and Campus provided computers, IT will ensure that users are able to access the level 1 software installed on those devices (installation support). Support for the use, specific features, and trouble with feature sets will be provided by departments or directly from the software vendors.
- Individuals and departments that use Level 0 and Level 1 technologies are responsible for their usage and support.
- If the use is student-initiated, there are two different guidelines to be considered:
- If the student is using the tool as an assignment for a class, the student takes full responsibility for the use of the tool. Faculty should avoid using unsupported Level 0 and 1 technoliges since the support of the tool will be the responsibility of the individual faculty member or department.
- If a student uses Level 0 or 1 technologies in a professional capacity as a university student employee, a fulltime BYU-I employee must take accountability for the students’ use of the tool. The employee agrees to take on an advisory role in the student use of the tool and must be given administrative access. If concern over the content or use arises, the full-time employee must have the ability to modify or terminate the use of the tool.
- Imagery or content (specifically advertising) associated with a Web-based tool or application should be appropriate. If advertising is present, the tool should provide administrative controls for limiting or filtering ad content.
- Users should carefully read all terms and conditions of use before accepting them, to avoid legal and financial implications to the university. If the tool costs $500 or more, BYU-I Purchasing should be involved to review costs and assist with any potential negotiations and signing of contracts. The involvement of the purchasing department is required with any contractual agreements.
- Must be documented in the university product documentation database – contact IT Support, an IT Product Manager, or an IT Portfolio Manager for assistance.
Level 2
Level 2 technologies have a broader use and application across university departments, colleges, and other institutions. Level 2 technologies usually support a smaller number of users than level 3 technologies and will often have less critical needs than a level 3 technology. In addition, they also tend to have a lower level of critical uptime needs compared to level 3 technologies. Level 2 technologies may require university support and integration to university systems like single sign-on or automated data bridges. BYU-I IT will provide support for items such as integrations, SSO, licensing, training, technical end-user support, security monitoring, uptime monitoring, and scalability needs. An IT application system engineer may be assigned.
Level 2 technologies will need to follow technology and security standards, and thus must comply with the FERPA, ADA (Americans with Disabilities Act), and other privacy and regulatory standards. If the product does not meet these requirements, personal information including but not limited to student demographics, emails, phone numbers, addresses, grades, and I-Numbers should not be stored in that technology.
BYU-I Online must receive specific approval from the Online Learning Council (OLC) through an External Resource Request (ERR) for each time a level 2 technology is used in a course or courses.
Examples
- I-Learn integrations, Qualtrics, Adobe Suite, Git, Turn-It-In, etc.
Characteristics of Level 2 Technology
- It should be cost-effective and helpful.
- These technologies are supported and meet IT, CSR (Commercial Software Request) and UC (University Communication Department) guidelines.
- Additionally, they must comply with technology, security, regulatory, and FERPA guidelines.
- Has the potential for a broader application across departments, colleges, majors, and/or faculty.
- Has been used by a critical mass of people who have found it to be effective.
- BYU-I IT may have an ASE (Application System Engineer) assigned to the technology to assist in the maintenance and day-to-day administration of the Level 2 technology.
- BYU-I IT may have a Product Manager assigned to Level 2 technologies.
Considerations of Level 2 Technology
- Implementation of a Level 2 technology may require an assignment of a BYU-I Project Manager to guide the implementation.
- This may require a Change Management request when changes are made and these requests will usually go through a project process for analysis and implementation.
- The technology may require development and “pilot time,” or an amount of time in which specified groups of people use the technology before it becomes widely available.
- If ingetrations with other BYU-I technologies are required, the Level 2 technology must adhere to BYU-I accepted integration and network standards.
- The Level 2 technology may require maintenance and support from IT and other support groups.
- If a technology needs to be used across the university, then it should start immediately at a Level 2 or Level 3.
- Financial obligation/Purchasing considerations (business relationships, negotiations, contractual risks) must be made to ensure BYU-I Purchasing is involved with all contracts and vendor negotiations.
Level 3
Level 3 technologies are enterprise-level technologies that are used throughout the university. Level 3 systems are high profile and provide mission-critical functions the university and its students. BYU-Idaho IT fully supports level 3 technologies. Level 3 systems may span multiple departments and may be used by other CES Institutions. All Level 3 systems comply with all BYU-Idaho privacy standards, data, regulatory, and disability standards. These technologies are the top priority for the IT department and most are supported 24/7. An IT application system engineer and product managers are assigned to most Level 3 technologies.
BYU-I Online must receive specific approval from the Online Learning Council (OLC) through an External Resource Request (ERR) for each time a level 3 technology is used in a course or courses.
Examples
- Canvas, Workday, I-Plan, Regent Financial Aid, Office 365
Characteristics of Level 3 Technology
- It should be cost-effective and helpful.
- These technologies are supported and meet IT, CSR (Commercial Software Request) and UC (University Communication Department) guidelines.
- Additionally, they must comply with technology, security, regulatory, and FERPA guidelines.
- Has been used by a critical mass of people who have found it to be effective.
- Has been approved by the BYU-I IT Project and Product Council.
- BYU-IT will have an ASE (Application System Engineer) assigned to the technology to assist in the maintenance and day-to-day administration of the Level 3 technology.
- A Product Manager will also be assigned to Level 3 technology - dependent on resource availability.
Considerations of Level 3 Technologies
- Implementation of a Level 3 technology may require an assignment of a BYU-I Project Manager to guide the implementation.
- Level 3 technologies may require a Change Management request when changes are made.
- The technology may require a “pilot time,” or an amount of time in which specified groups of people use the technology before it becomes widely available.
- If ingetrations with other BYU-I technologies are required, the Level 3 technology must adhere to BYU-I accepted integration and network standards.
- Level 3 technologies will require maintenance and support from IT groups.
- Financial obligation/Purchasing considerations (business relationships, negotiations, contractual risks) must be made to ensure BYU-I Purchasing is involved with all contracts and vendor negotiations.
- Governance councils may be needed to manage the use and support of the system.
Requesting an increased level of support
- The support level adjustment request should be given to the IT Portfolio Manager.
- The approval of a technology level increase may require the approval of the BYU-I Information Technology Executive Council (ITEC).
- The portfolio manager will collect the needed information to decide if this the technology level increase will require an IT Project or if another action needs to be taken.
- If it becomes an IT project, then it will follow the BYU-I project management processes.
Requesting a new Technology
- New technology request webform:
- Purchasing web site, technology request webform:
Once the web form is filled out it will notify the Purchasing Department and the IT Portfolio Manager of the request. The IT Portfolio Manager will begin the process of onboarding new technologies.
Other Technology Levels Standard Documents
Glossary
- Integrate: The process by which technology is connected with BYU-Idaho’s systems and/or implemented for use at BYU-Idaho – examples: single sign-on, LTI, and API.
- Level: Refers to any one of four groups (0, 1, 2, or 3) technology can be assigned. Each level corresponds with a different degree of support, training, and funding provided by the university for the technology.
- Level Characteristics: Important details about who uses technology, how much the technology costs, who supports the technology, and so on.
- Level Considerations: Necessary steps, precautions, or expectations students, faculty, and employees must consider before they request a technology.
- Security Requirements: The standards individuals and technologies must meet to be accepted as a technology supported by campus. Without security requirements, students, faculty, or employees could potentially stumble upon or share important, classified information.
- Support: The amount of assistance BYU-Idaho IT full-time staff provides for technology.
- Technology Standards: Expectations regarding how well technology needs to perform.
- Uptime: The amount of time technology is “up” or functioning correctly.
- BYU-Idaho
- IT: Information Technology Department
- UC: University Communication Department
- CSR: Commercial Software Request
- OLC: Online Leaning Council
- ERR: OLC External Resource Request Process
- FERPA: Family Educational Rights and Privacy Act (FERPA)