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STANFORD UNIVERSITY

INFORMATION TECHNOLOGY SERVICES

Participants’ Service and Content Commitments

Support Groups
(content providers)
IT Services
(sponsor/content provider)
RightAnswers
(vendor)
Make requests to IT Services (via HelpSU) to enable publication of content via Stanford Answers.
Provide tools and access for authoring solutions and managing content structure directly in the knowledgebase.
Provide start-up assistance for groups creating a Support Analyst portal, along with limited ongoing support for use of the application.
Provide access to licensed packaged solutions via an intuitive, self-help web interface.
Add custom content in topic areas of responsibility, with appropriate keywords and other metadata.
Provide a browsing structure for topic areas of responsibility that is intuitive for its intended audience.
Maintain accuracy and currency of content in topic areas of responsibility and respond in a timely manner to requests for additions/corrections.
Ensure that published custom content does not contain any information defined as “restricted” by HIPAA, FERPA, or other regulations or University policy.
Track usage of solutions to determine areas for training, further documentation, etc.
For Support Analyst portal, provide access as appropriate (both additions and deletions) via Workgroup Manager.
Integrate Support Analyst portal with Remedy after the new Remedy 7 implementation is complete.
Notify users of all portals of planned system outages.
Monitor the portal servers and databases and restore service as quickly as feasible when interruptions occur.
Participate in system/application Quality Assurance and Governance roles as requested.
Last modified Friday, 17-Aug-2007 04:39:26 PM

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