DCI Department Purchases: Planning and Ordering

The department's contact works with a representative from the DCI Program Office to help determine purchase needs. (This may be accomplished via telephone, e-mail, or face-to-face meeting.) During these discussions the following conclusions are to be reached:

• Whether the department will lease or purchase DCI computers. Lease quotes can be obtained for two, three or four year lease prices.
• The total cost for purchase can be reviewed.
• A decision on the replacement cycle must be made. The department will need to consider future funding position, perceived value of machines, and how a two, three or four year cycle fits into departmental computing goals.
• Select the appropriate hardware.
• Determine if the default DCI computer configurations are adequate or if upgrades are necessary.
• Help identify the number of computers needed.
• Help identify the computers the department will be trading in to Surplus. Each trade-in machine needs to include a keyboard, mouse, monitor, and CPU.

ITC's Departmental Computing Support (DCS) can provide (as needed) a consultation to assess computing needs. DCS will help the department choose the most appropriate computing solution. 

The departmental contact and DCI Program Office representative finalize planning for the order. This planning culminates in the completion of the Customer Agreement. Information provided by departmental contact:

• Departmental address for billing and PTAO account code to be used for purchase or lease payment.
• Whether the order is for leased equipment or for purchased equipment.
• Whether the equipment is to be on a two, three or four year replacement cycle.
• A detailed list of the equipment needed. Includes hardware, upgrades, model number/name, and quantities needed.
• If user orientation (this is a 5 to 10 minute overview of the new computer) is needed.
• If the hard drives will be removed by the department or the DCI technician.
• Installation Planning
  • The correct address or addresses for delivery must be given. (E.g.: loading dock, store room, side door, elevator) The department should have a detailed list of where computers will go, including building names, floors, office numbers, etc.
  • Surplus Property forms must be completed by the department in advance of installation. The forms must contain purchase date, U.Va. asset number, and serial number for each computer. DCI arranges for delivery to Surplus of "trade-in" machines coming out of the department.
  • The installation team performs a departmental "walk-through" (as needed) to determine any issues related to the installation/removal process.

The information collected during the "Preparing the Order" phase will be used to complete the Customer Agreement. The agreement represents the final instructions for the department's order. All of the information is assembled and the department's contact and the DCI Program representative sign the Agreement. The order will then be placed.

InstallationThe installation team confirms the arrival of the computers with the department's contact. Installation of the new computers and removal of the old ones should proceed as planned and scheduled in the customer Agreement. The DCI team will provide the following installation services:

• Deliver the new computers
• Unpack the computers
• Remove the cardboard and styrofoam from the department
• Set up the new machines on desks
• Connect them and power them on
• Provide orientation sessions as needed
• Remove the old machines for Surplus or lease return
• The Department is responsible for installation of additional programs and data migration

Data Migration Planning is the most important step in data migration. Taking the time to formulate a plan prior to migration will produce a smoother transition. The amount of time to transfer data from one system to another will vary depending on the amount of information to be transferred. Keep in mind the following items when planning:

• Plan for a few hours of disruption to normal routine during the data migration and installation processes, as users may not have access to their machines at this time.
• Back up files from the current computer(s) to a fileserver, CD-ROM, tape, or other mass storage media prior to the arrival and installation of the new computers. This should include any data files, documents and any web browser bookmarks or email settings.
• Consider the amount of time for installation of any specialized software that is not part of the standard U.Va. image.
• Additionally, consider the following:
  • What time of the year is best for the department to migrate to new computers?
  • Who will back up the current computers?
  • Who will be present when installation occurs?
  • Who will install non-DCI software?
  • Can users locate all their data files (documents, spreadsheets, databases, etc.?)
  • Who will migrate users' data and settings files from the old machines to the new machines?
  • Who will install peripherals?

The DCI Program makes service and support of DCI computers as simple and as flexible as possible.

• DCI Service has a staff of on-grounds technicians who are available to repair DCI Computers.
• The DCI Service personnel are authorized by the vendor(s) to repair all DCI equipment.
• All DCI computers have four-year parts and labor warranties with the exception of notebook batteries which only carry a 1 year warranty.
• DCI Service maintains an inventory of spare parts for servicing DCI computers which enables technicians to repair computers quicker, resulting in shorter downtimes for the end user.
• DCI Service will perform on-site service for all DCI computers located on-grounds and for DCI computers located within ten miles of Charlottesville.

How to receive service

All DCI computers may be serviced in a number of ways:

• Users experiencing problems with DCI systems should contact the ITC Help Desk (924-3731).
• Callers must provide their computing ID and the serial number for their computer.
• Serial numbers are located on the back of all computers and on a silver DCI Tag on the front of all Dell DCI computers.
• The ITC Help Desk helps to determine whether the problem is hardware or software related.
  • If it is believed to be software, the ITC Help Desk representative will help the caller solve the problem.
  • If the problem is determined to be hardware, and the computer is located within a ten mile radius of the University, the ITC Help Desk will send the referral to the DCI Office where a technician will contact the user within one business day to arrange for service.
• DCI Service personnel will also accept machines for customers who wish to drop them off for repair.
  • Computers can be dropped off at any Cavalier Computers location. 
• If the computer is not located within a ten mile radius of the University, the customer may bring the computer to any Cavalier Computers location or customers may contact manufacturers directly:
  • Dell Technical Support: 1-800-234-1490
  • Apple Service: 1-800-767-2775
• Only Dell will provide on-site service for in warranty computers.
• Apple will direct users to the nearest Apple Repair Center.

Available to LSPs only

• LSPs may elect to follow one of the below procedures to initiate a DCI Hardware service reques
• Call the ITC Help Desk (924-3731) and self identify as an LSP. The Help Desk staff will refer the request to DCI Service through Remedy without initiating standard problem determination procedures with the LSP.
• Submit web form:
  • This will prompt the LSP to enter all pertinent information and will send an email to the ITC Help Desk (consult@virginia.edu). The Help Desk staff will refer the request to DCI Service through Remedy.
• LSPs can use the web form at LSP DCI Service Request Form. http://www.itc.virginia.edu/desktop/dci/lspservice.html
• Email request to ITC Help Desk at consult@virginia.edu.

The Help Desk staff will verify that all necessary data has been included, and refer the request to DCI Service through Remedy. (Any requests for service that are emailed directly to DCI Service will be redirected to the ITC Help Desk consult@virginia.edu so they can first be entered into Remedy.)
Note: The ITC Help Desk staff monitors the consult@virginia.edu mailbox during their normal business hours for service requests.