Independent College Enterprise Services

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Services

ICE Services

Listed below you will find a list of services offered by ICE

Project Planning

ICE will develop a project plan to be used as a guideline for implementation and testing of the Colleague system. This plan will be based on ICE's initial project plan as well as the unique needs of the institution. Milestones will be set for achieving goals necessary for a smooth and timely implementation of all applications and modules. Dates for training, consulting, testing, and go-live will be developed for each of the modules. ICE will also advise the schools as to the makeup of implementation teams, methods of communication across campus, to ICE, and to other members, and other ways to facilitate the implementation project

Resource Scheduling

ICE will work with the institution and Ellucian to schedule appropriate resources for the various activities in the project plan. As needs are assessed, ICE will schedule appropriate time and personnel to meet those needs. ICE will determine if these needs can be best addressed by Ellucian, by ICE's existing members, or by ICE's central staff.


Technical Planning

The central staff of ICE will work with the local IT staff to assess the technology in place at the institution. ICE will then provide a recommendation for any improvements, changes, or additional investments needed. This assessment will include the local network, client PC specifications, printers and other peripherals, remote access, technical support, WAN connectivity, and security.

Support Coordination

Support of end-users during implementation will be coordinated through ICE. ICE will direct questions and issues to existing "power-users" or to Ellucian as appropriate. By leveraging the knowledge and experience gained by our initial implementation, ICE will be able to quickly address support issues to ensure success.


Technical Training

Because of the level of technical support offered by ICE's central staff, little technical training will be required on the local campus. The material in the following Ellucian technical courses will be wholly managed by ICE, and so it will not be necessary for local staff to participate in these courses:

  • Colleague Administrator
  • Advanced Colleague Administrator
  • Web Administration
  • Envision Screen Processing
  • Envision Batch Processing
  • Managing Envision Custom Source

ICE will deliver the following courses using its own staff and resources:

  • Introduction to Using Colleague (a general end-user orientation course)
  • Client Software Installation and Support (IT-specific)
  • Colleague Security Administration (IT-specific user security administration)

Software Installation

The installation of the Ellucian software and configuration of the database will be delivered by ICE. This includes setup of individual databases for conversion and testing, as well as a third "live" database. A pre-populated "education" account is also maintained by ICE to be used during training. Once the software has been installed and tested by ICE, the institution will be provided with configured installation media for the client software, as well as detailed instructions for installation and maintenance.
Software Maintenance

Once the software is installed, routine maintenance and upgrades will be delivered by ICE. This includes weekly file monitoring and maintenance, operating system maintenance, and application software update installation. During ICE's set system downtime window, ICE will apply any and all available software updates and provide information regarding those updates to the local IT staff. Installation of additional modules or future software releases will also be performed by ICE.


Hardware Maintenance

Maintenance of the system hardware is performed by ICE. As appropriate, ICE staff or outside contractors perform maintenance and upgrades to guarantee high levels of availability and performance. This includes capacity monitoring and planning, resource monitoring, system usage reporting, and data backup/recovery.

User Management

ICE is responsible for creating and administering user logins to the system. ICE will notify users when logins are created and when their password has been reset or changed. Local IT personnel will also receive notification as user accounts are maintained so that they may monitor the activity related to their user accounts. ICE maintains user-related security features, such as timeout periods and password policies.

Application Consulting

ICE's goals and business model have produced a highly successful implementation of Colleague which uses commonality and collaboration to determine the most effective system setup. The local campus will be able to leverage the time and effort spent by our initial members to assist in their own implementation. Where appropriate, ICE will make resources available from its central staff and its campuses to consult with the institution. This consulting will help align the institution with ICE's "best practices" and help maintain the commonality which is crucial to the success of ICE and its members.


Database Security

ICE will establish security over the Colleague databases. This will ensure that data is securely segregated across our various members. ICE will work to secure the databases from accidental or intentional damage during periods of operation or maintenance.

Data Conversion

ICE does not provide data conversion programming services. For its initial implementation, ICE developed a standard set of conversion data maps to assist in the conversion process. These maps will be made available for the local institution to use, either "as-is" or as a guide for their own data mapping. ICE can also provide a data conversion workshop if the institution opts to perform their own data conversion rather than have Ellucian program the conversion.

Application Support

As applications and modules become operational, ICE will provide application support throughout Colleague. ICE's experience with the Colleague system and our existing membership enables us to quickly identify and solve problems that end users encounter. Our highly technical staff also allows us to effectively communicate issues to Ellucian support, ensuring swift resolution of problems. ICE will also maintain communication with end users once problems have been reported so that the user is informed as an issue moves through the resolution process. IT staff will have access to Ellucian's on-line "AnswerNet" database to search for problems and solutions as well.

Local IT - Client software installation/support

ICE will provide the institution with a configured installation of the Ellucian client software. The local IT staff will be responsible for installing, configuring, and supporting the client software on its campus. ICE will provide a workshop and documentation to assist IT in supporting the client software.

WAN Configuration

Configuration and maintenance of the WAN configuration will be performed by the local IT staff. This includes providing connectivity hardware, firewall configuration and security, and other network services. ICE can provide technical assistance based on our prior experience with WAN configuration.

Local PC/LAN Support

Support of the end-user PC platform will be the responsibility of the local IT staff. This includes setup of the client software and any supporting software (web browsers, office suites, etc.). Network connectivity across the campus, LAN performance and monitoring, printer setup and maintenance, and security of the local campus operating environment.

Project Management

IT will play a critical role in the management of the implementation project. Together with the various implementation teams, the IT lead or project manager will be responsible for tracking progress, reporting to ICE, assessing needs, meeting milestones, and generally supervising the state of the project on their campus.

Technical Training

Some technical training will be needed for IT to support conversion and implementation. Specifically, ICE recommends the following courses:

  • Fundamentals of Data Retrieval
  • Rules Processor
  • CORE Training
  • ELF Conversion Tool

Application Security

While ICE provides security at the network, operating system, and database level, securing the processes within the Ellucian applications is the responsibility of local IT. Using documentation, worksheets, and examples provided by ICE, local IT will work closely with end-users as they progress through training to determine what processes are necessary for the various sets of users. The creation and maintenance of the various security classes which determine application security falls to IT. ICE offers assistance in the form of a workshop for IT to review the process, as well as by providing guidance and troubleshooting assistance.

Oversight Team

ICE operations are guided by the ICE Implementation Oversight Team (IIOT). This group consists of the ICE Director, the ICE Database Analyst, and the IT Directors and Chief Financial Officers from each of our member schools. For schools who provide an additional project manager, that person is included as well. The IIOT monitors the implementation and helps determine need for the consortium. This includes recommending additional training or consulting, adjusting the implementation schedule, reviewing of third party products, and other operational matters. This group meets periodically at the ICE office at the University of Charleston or by conference call.

Patch Support

Some Datatel software updates require intervention by either IT or the end-user. When it is necessary for setup to be performed that is outside of the realm of ICE, such as changing data in screens or setting a new parameter, this work is to be done on the individual campus. The IT contact at each school will receive notification of such patches as they are installed, along with specific instructions as to the actions to be carried out.


Application Support

A rudimentary level of application support will be required on each campus. This support will be coordinated through the IT department. When users experience problems, the local IT staff will be responsible for working with the user before communicating with ICE support. This will be important in determining the extent of the user's problem, as well as addressing any local issues, such as network or PC problems. IT will also be responsible for providing information to ICE required for typical troubleshooting, such as the conditions that led to the problem, the user's login, an assessment of the problem, and an estimation of the level of importance. ICE's guidelines for support will be made available to all users to ensure effective and rapid communication and resolution of issues as they arise.

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