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Information Technology Services (ITS) offers limited support for auxiliary or ancillary information systems within the University (a.k.a. “departmental systems”) that are not part of the primary administrative and student information system of record (a.k.a. Banner). These information systems include those not covered by one of the other service descriptions that are used to support; health and human services, campus police, library services, governance, policy administration, among other things. While these systems may be hosted locally within the University’s data center or in the cloud, ITS primarily provides essential technological infrastructure (e.g., network connectivity), varying levels of integration, basic troubleshooting, and security oversight. Responsibility for more comprehensive support for the management and day-to-day administration of these departmental systems typically resides within an administrative office outside of ITS.

This service provides new or modified access/credentials to Commonwealth of Massachusetts Information Systems. (If you require assistance with installing or configuring the Commonwealth Virtual Private Network, then please request the “Commonwealth VPN Maintenance” service).

Microsoft Multi-factor Authentication (MFA) creates an additional layer of security when logging into your Microsoft Office 365 account. This additional security is associated with something in your possession, such as a personal smartphone, that would be unavailable to someone who gained access to your Microsoft Office 365 account.

This service incorporates the design and maintenance of the capabilities, tools, and service points needed to deliver IT services and provide end-user support including service desks, call centers, online support and in person delivery as may be required. We ensure that all necessary resources are in place to handle service requests, resolve incidents, and address any technical issues promptly and efficiently. With a focus on user satisfaction, we strive to deliver seamless IT support and maintain a robust IT infrastructure to meet the evolving needs of our university community.

This service provides faculty and staff with the tools, knowledge, and assistance they need to ensure adequate data stewardship (quality standards, agreed upon definitions, and authorized access), and the ability to design, develop and/or run reports using data extracted from centrally managed information systems supported by the University’s Information Technology Services organization. This includes the administration of and technical support for the University’s data management and reporting infrastructure.

This service provides purchasing consultation, hardware procurement, configuration, distribution, loaning, asset tracking, refreshing (upgrades and replacements), and technology recycling for university owned computers that are supported by the Information Technology Services organization before, during, and after their use until the time they are no longer the property of Framingham State.

Offerings that help provide a secure computing environment for end users, and seek to prevent or at least mitigate breaches of information security by reducing vulnerabilities and mitigating potential threats.

This service offers faculty and staff access to a secure vault for storing all university passwords.

This service offering includes a combination of professional services, generally accepted best practices, and technologies supported by the University’s Information Technology Services organization that are either used in some combination or individually to help automate, improve, and measure business processes. Technology applications Include document imaging, electronic signatures, online forms, workflow management, job scheduling, along with other various forms of process automation and improvement.

This service provides the administrative and technical support for creating and maintaining shared accounts that two or more individuals have access to for a department, position, project, or function.

This service involves a systematic approach to identify, analyze, and address the root causes of problems to prevent recurring incidents. It encompasses the entire problem management lifecycle, including problem identification, logging, prioritization, investigation, diagnosis, resolution, and proactive measures to minimize future disruptions. It includes the activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution to those problems through the appropriate control procedures, especially Change Management and Release Management.

Provisioning, hosting, and administration of physical and virtual servers and related storage. Includes the maintenance and provisioning of core storage capabilities such as server storage and database backups.

This service provides comprehensive, systematic approach to managing updates and new releases of software applications and information systems that are under the centralized administration of the University’s Information Technology Services Organization.

This service provides the management, administration, and technical support for secure login to multiple information systems, online services, and technology devices using a single username and password combination.

Design, provisioning, administration, and technical support for the development and use of the University’s eLearning software platform (a.k.a. “Canvas”) and other integrated technologies, which together enable the creation and management of courses, training modules, educational materials, learning activities, and assessments for fully online, on campus, hybrid, or remote methods of delivering content and facilitating interactions among participants.

This service aggregates data from “authoritative sources”, such as the University’s primary administrative and student information system (a.k.a. Banner), in order to create and maintain online identities for individuals that can be verified before adding someone to a domain (e.g. “campus” or “student”), including them as a member of a group (e.g. an Academic Department or Administrative Office), or granting authorized access to resources (e.g. a networked printer or the wireless network on campus).

Using a standard methodology, this service defines schedules and manages projects involving multiple departments across the University.

Access to a system or application (Banner, Evisions, Xtender, etc.).

Knowledge Management is a service provided by ITS to gather, analyze, store and share knowledge about the use of information and the application of supported technology. The primary goal is to improve efficiency by reducing the need to rediscover knowledge.

This service provides administrative, management, and technical support for the University’s portal (myFramingham) which provides the ability to complete secure online transactions and Framingham State’s Mobile App (FSUgo) which provides a mobile experience for students, faculty, staff, and visitors.

Monitoring of performance, availability, and capacity for all IT service assets including the underpinning technological infrastructure.

Change Management effectively controls the lifecycle of all modifications to IT infrastructure and enterprise application services through standardized methods and procedures. The primary objective is to enable beneficial changes to be made with minimum disruption.

Request assistance with Microsoft Office 365 applications such as Word, Excel, PowerPoint, OneDrive and SharePoint.

If your inquiry does not align with the categories above, use this Service to submit your request.

This service provides administrative, management, and technical support for the University’s E-mail and collaboration service. This includes E-mail and calendaring (Outlook), file sharing (OneDrive), productivity (Office), and integrated collaboration suites (Teams and SharePoint) used to facilitate interactions between individuals and work groups as they create, share, and exchange information.