I. END-USER SERVICES

User Accounts

1. Domain Account Creation

SERVICE DESCRIPTION Creation of domain accounts for logging on to computers and accessing certain IT resources such as e-mail
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Saturdays 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY
  • Fulltime faculty and non-teaching personnel of the Mapúa University
  • Part-time faculty
  • Outsourced personnel or guests who need domain access must be requested by department head
REQUIREMENTS Accomplished HRD New Personnel Advise Slip
PRODUCT Account credentials i.e. username and default password for the requestor
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service
  1. Proceed to HRD office and accomplish New Personnel Advise Slip
  2. Submit accomplished slip to IT helpdesk
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Password Resetting

SERVICE DESCRIPTION Resetting of forgotten passwords for domain, Office365, and Moodle accounts
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Saturdays 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY All clients with domain, Office365, or Moodle accounts
REQUIREMENTS None
PRODUCT Reset password
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

3. Account Deactivation

SERVICE DESCRIPTION The domain user accounts of personnel who have retired, resigned or have otherwise, severed ties with the Institute are de-activated on the effective date of their separation with the company.
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Saturdays 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Personnel who have retired, resigned or have otherwise, severed ties with the Institute
REQUIREMENTS Account de-activation is part of an employee’s clearance procedure which he/she will accomplish prior to his/her effective date of resignation/retirement. The Human Resources and Development Office (HRDO) may also request the de-activation of former employee’s account through the sending of monthly updates of persons no longer connected with Mapúa.
PRODUCT The user account of involved personnel can no longer be used.
SERVICE OPTIONS
Default Options
None
Additional Options
Deactivation date is moved
PROCEDURES
To avail of service Proceed to DO-IT Office and present Clearance Form to the IT Helpdesk.
For HRDO, e-mail request to IT Helpdesk.
To add/change options of this service Only the department head can request the changing of the effective date of the de-activation
To discontinue / terminate this service? N/A

4. Microsoft Office365 Account Creation

SERVICE DESCRIPTION Creation of user accounts for logging on to the Office365 cloud service.
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Saturdays 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Any student, faculty, or non-teaching personnel of the Mapúa University
REQUIREMENTS Must be currently enrolled or employed by the Institute
PRODUCT Office365 account credentials and access to its services
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

E-Mail Services

1. Corporate E-mail Account

SERVICE DESCRIPTION Creation of a corporate e-mail account for a non-teaching personnel
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
heldpesk@mapua.edu.ph
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY
  • Fulltime faculty and non-teaching personnel of the Mapúa University
  • Part-time faculty
  • Outsourced personnel or guests who need domain access must be requested by department head
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Corporate e-mail account
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service
  • For walk-ins: submit letter of request signed by department head
  • For e-mail: only e-mail requests from department head will be entertained
To add/change options of this service N/A
To discontinue / terminate this service?
  • Part of Account Deactivation service when employee severs ties with the Institute
  • Letter or e-mail request from department head

2. Group E-mail Account

SERVICE DESCRIPTION Creation of a group e-mail account for use of a department
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Only department heads can make this request
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Group e-mail account
SERVICE OPTIONS
Default Options
None
Additional Options
Customized username
PROCEDURES
To avail of service Department head can either submit a letter of request or e-mail request to DO-IT helpdesk
To add/change options of this service Department head can also choose what username to use for the e-mail account
To discontinue / terminate this service? Letter or e-mail request to deactivate e-mail account from department head

3. Increasing of mailbox size

SERVICE DESCRIPTION Increase of mailbox capacity
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Only department heads can make this request
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Increased mailbox size
SERVICE OPTIONS
Default Options
None
Additional Options
Customized username
PROCEDURES
To avail of service Department head can either submit a letter of request or e-mail request to DO-IT helpdesk
To add/change options of this service N/A
To discontinue / terminate this service? N/A

File Services

1. Shared Folder Creation

SERVICE DESCRIPTION Creation of a shared folder in the Institute’s file server
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Only department heads can make this request
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Shared Folder
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Department head can either submit a letter of request or e-mail request to DO-IT helpdesk
To add/change options of this service N/A
To discontinue / terminate this service? Letter or e-mail request to remove shared folder from department head

2. Shared Folder Access Rights

SERVICE DESCRIPTION Granting a user access rights to a shared folder
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Only department heads can make this request
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Rights to Shared Folder
SERVICE OPTIONS
Default Options
Read-only access
Additional Options
Read-write access
PROCEDURES
To avail of service Department head can either submit a letter of request or e-mail request to DO-IT helpdesk
To add/change options of this service Request must state that user be given read-write access to share folder
To discontinue / terminate this service? Letter or e-mail request from department head to remove access rights of user

3. Shared Folder Quota

SERVICE DESCRIPTION Increase or decrease of shared folder size limit
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 15 minutes after initial report
ELIGIBILITY Only department heads can make this request
REQUIREMENTS Request letter or e-mail from department head
PRODUCT Increased or decreased shared folder size
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Department head can either submit a letter of request or e-mail request to DO-IT helpdesk
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Computer Support Services

1. IT Helpdesk Services

SERVICE DESCRIPTION The helpdesk is the primary point of contact for DO-IT. All requests for DO-IT must first be routed to the helpdesk
LEAD SECTION Technical Support
SERVICE AVAILABILITY Mondays to Friday 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES SLO varies depending on type of request
ELIGIBILITY Any student, faculty, or non-teaching personnel of the Mapúa University
REQUIREMENTS None
PRODUCT
  • Trouble Ticket
  • Request resolution
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Computer Troubleshooting and Repair

SERVICE DESCRIPTION Restoring a computer to its working condition
LEAD SECTION Technical Support
SERVICE AVAILABILITY Mondays to Friday 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES
  • If no hardware problems: resolution by 3 business day after initial report
  • If subject to parts replacement: resolution subject to availability of parts. Procurement of parts may take 30-45 days.
ELIGIBILITY Any faculty, or non-teaching personnel of the Mapúa University
REQUIREMENTS The computer must be a property of the Mapúa University
PRODUCT Computer in good working condition
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Network Connectivity

1. Internet Connection Service

SERVICE DESCRIPTION Provisioning of internet connectivity for educational or administrative purposes through the following broadband speeds:

Primary
LOCATION SPEED
Intramuros 130 mbps
Makati 45 mbps
MCL 45 mbps
MHSS 9 mbps
Secondary
LOCATION SPEED
Intramuros 150 mbps
Makati 50 mbps
MCL 50 mbps
MHSS 50 mbps
LEAD SECTION Network Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES Resolution by next business day after initial report
ELIGIBILITY Any faculty or non-teaching personnel of the Mapúa University
REQUIREMENTS For non-teaching personnel, request must be made by department head
PRODUCT Internet connection
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? Contact DO-IT Helpdesk to make request

2. Wi-Fi Connectivity

SERVICE DESCRIPTION Temporary provisioning of wireless internet connectivity for events in areas with no Wi-Fi coverage
LEAD SECTION Network Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES 30 minutes after initial report
ELIGIBILITY Any school or department of the Mapúa University
REQUIREMENTS Request must be made by dean or department head
PRODUCT Wi-Fi connectivity
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Department head contacts DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? Department head contacts DO-IT Helpdesk to make request

Telecommunications

1. Local Line Installation

SERVICE DESCRIPTION Consultation and design of local telephone line in a school or department
LEAD SECTION Network Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES Resolution by next business day after initial report
ELIGIBILITY Any school or department of the Mapúa University
REQUIREMENTS Request must be made by dean or department head
PRODUCT Recommendation for local line
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? Contact DO-IT Helpdesk to make request

2. Local Line Troubleshooting and Repair

SERVICE DESCRIPTION Troubleshooting and repair of local telephone lines
LEAD SECTION Network Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES
  • For total loss of service: resolution within 8 hours from initial report
  • For noisy lines/lines with static: resolution within 3 business days from initial report
ELIGIBILITY Any faculty or administrative personnel of the Mapúa University
REQUIREMENTS None
PRODUCT Local line operation back to normal
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Backup and Recovery

1. Desktop Backup

SERVICE DESCRIPTION Backup of a user’s desktop either for archiving purposes or as a pre-format task
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES Resolution by next business day after initial report
ELIGIBILITY Any faculty or administrative personnel of the Mapúa University
REQUIREMENTS Requestor is responsible for the identification and organization of the files or folders to be backed-up
PRODUCT Backup of user’s computer
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service
  1. Organize files and folders.
  2. Put all these in a single folder to facilitate request.
    CAUTION: Ensure that everything needed to be backed-up is included. DO-IT will not be responsible for any files missing which are not included inside the folder.
  3. Contact DO-IT Helpdesk to make request
  4. Specify folder location
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. E-Mail Recovery

SERVICE DESCRIPTION Recovery of a user’s electronic mailbox
LEAD SECTION Systems Administration
SERVICE AVAILABILITY Mondays to Friday 8:00AM – 5:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5800 / 891-0686
SERVICE LEVEL OBJECTIVES Resolution by next business day after initial report
ELIGIBILITY Any faculty or administrative personnel of the Mapúa University
REQUIREMENTS None
PRODUCT Recovered e-mailbox
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service
  1. To facilitate request, be as accurate as possible regarding the date of the e-mail or mailbox to be recovered
  2. Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

3. Optical Media Archiving

SERVICE DESCRIPTION Burning onto optical media of files or folders for the purpose of archiving
LEAD SECTION Technical Support
SERVICE AVAILABILITY Mondays to Friday 7:30AM – 6:00PM
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
SERVICE LEVEL OBJECTIVES Resolution by next business day after initial report
ELIGIBILITY Any faculty or administrative personnel of the Mapúa University
REQUIREMENTS
  • Requestor must provide their own optical medium (CD or DVD)
  • Only work-related content will be allowed
PRODUCT Optical media containing the archived content
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service
  1. Organize the files to be burned in a folder to facilitate request
  2. Proceed to DO-IT with the optical medium to be used and the files to be burned
To add/change options of this service N/A
To discontinue / terminate this service? N/A

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