Services - ETHZ WCMS Dynamic Redirector

Overview 2012
Divisions & Services
IT SERVICES
ETH Zurich

An efficient IT infrastructure offering stable and reliable services and support is
crucial for the success of ETH Zurich as a leading university. IT Services has been
commissioned to support ETH Zurich‘s core tasks by providing the necessary ICT services.
Efficient and effective use of our resources is primarily based on our customers‘
needs. This brochure will help you gain an initial overview of these services and
point the way to further information.
IT Services, an important part of the ETH Zurich infrastructure directly respon­
sible to the Vice­President of Personnel and Resources (VPPR), is structured in seven
divisions: ITS ICT­Networks (NET), ITS System Services (Systemdienste/SD), ITS User
Services (Basisdienste/BD), ITS Software Services (SWS), ITS Multimedia Services
(MMS), ITS Service Delivery (SDL) as well as ITS IT Procurement & Portfolio (PPF). See
also the ITS Organisation Chart on page 7.
We are the first IT Services in a Swiss university to achieve «ISO/IEC 20000» certification
for IT Service­Management and «ISO 9001:2008» for our Quality Management
System. Furthermore, the ITS Network Security Group (NSG) recently attained
«ISO 27000» certification.
ITS works closely together with decentralized departmental and institutional IT
organisations and maintains national and international contacts with other uni­
versities and research organisations.
Reto Gutmann, Director IT Services
Editorial
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Divisions
ITS ICT-Networks (NET)
The ICT­Networks division is responsible for the planning, installation and mainte­
nance of all ETH Zurich data and voice networks. This comprises the internal cam­
pus networks on the one hand, and the integration of all external locations into the
ETH Zurich network on the other, as well as ETH‘s Internet connection. Telephony‘s
extensive voice networks are also included. A permanent key issue is the security of
data and voice networks and their respective terminals.
Division Head: Dr. Armin Wittmann
ITS System Services (SD)
ITS System Services is responsible for the operation and support of servers and for
the provision of storage services. This includes setup and system management of
virtual servers as well as storing, managing and securing data.
Division Head: Jürgen Winkelmann
ITS IT Procurement & Portfolio (PPF)
The IT Procurement & Portfolio division offers full comprehensive procurement
services for the entire ETH Zurich. This includes advisory support as well as legal
and technical assistance for all hardware and software requirements and IT services.
The division is also responsible for proactive IT portfolio development together
with its clients.
Division Head: Dordaneh Arangeh

ITS User Services (BD)
The division ITS User Services is responsible for «nethz» authentication and direc­
tory­services (AD, LDAP, Radius, AAI). In addition this division offers ETH members
comprehensive services for e­mail/groupware, website hosting, databases and ap­
plications. ITS User Services also manages the ETH homepage and the central web
content management system. The division operates deployment systems for the
automatic installation of all operating systems and develops and maintains software
packages that are tailored to ETH applications. It also runs VPP (Versatile Printing
and Plotting) the printing service for students and ETH organizational units.
The service includes evaluation, deployment and maintenance of a wide variety of
output devices.
Division Head: Roland Dietlicher
ITS Software Services (SWS)
The ITS Software Services division is responsible for the design, implementation
and development of the ETH central Operational Information System (OIS) and
the Identity Management System (nethz). In addition SWS is also in charge of developing
the ETH web content management system. The division also supervises
and realizes (on the basis of corresponding agreements) SW­related projects for
the Executive Board, the Central Bodies and departmental units. The division’s core
competencies lie in the areas of software system architecture, system integration,
application and interface development including implementation of IT projects in
the fields mentioned.
Division Head: Dr. Giorgio Broggi
Divisions
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Divisions
ITS Multimedia Services (MMS)
ITS Multimedia Services offers a comprehensive range of multimedia services,
from audiovisual infrastructure in classrooms to device lending and lecture and
event recording. A/V recordings are published via the ETH multimedia portal. We
also produce documentaries and image films for institutions, events and projects.
Finally, MMS supports videoconferencing and multi­site collaboration from specially
equipped rooms as well as any office.
Division Head: Armin Brunner
ITS Service Delivery (SDL)
The Service Delivery division offers full comprehensive support for standard IT ser­
vices (commodity services). The Service Desk, point of contact for all ITS matters, is
acquainted with all ITS services and their respective operating status e.g. planned
and unplanned operational service interruptions. Various support teams provide
comprehensive on­site or remote (remote access) support and assist departmental
and Central Bodies IT support groups (ISG). ITS Service Delivery also includes IT Training
Administration which offers courses specifically tailored to ETH Zurich needs.
Division Head: Yasmin Irani

ITS Management
R. Gutmann
• Marketing & Communication
• Human Resources
ITS HPC
Dr. O. Byrde
• Controlling
• Quality Management
ITS
ITS
ITS Software ITS Multimedia ITS Service ITS IT Procure-
System Services User Services Services
Services
Delivery ment & Portfolio
J. Winkelmann R. Dietlicher Dr. G. Broggi
A. Brunner Y. Irani D. Arangeh
ITS
ICT-Networks
Dr. A. Wittmann
• Order and Contract
Management
• Service Desk
• Infrastructure &
Support
• SW Project
Services
• Mail & Directories
• Servers
• Network Installation
and Planning
• Application Support
• VPP Printing
Services
• Storage
Organisation Chart
• Technical
Procurement &
Support
• Managed Services
• Production &
Distribution
• OIS Core and
Academic Mgmt.
• Data & Voice
Networks
• Web-/DB-Hosting
• Support for
Departments &
Central Bodies
• Videoconferencing
& Collaboration
• OIS Finances
and HR
• Portfolio
Management
• Client Delivery
• Network
Applications
• Logistics
• OIS Estate
Management
• Network Security
• IT Training
Administration
• Identity/Access
Management
& eServices
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Applications
E-Mail, Virus- and Spam Filter, Groupware
Due to constantly increasing requirements and security needs, operating a mail
server has become ever more complex. The ITS Exchange server, with more than
20,000 e­mail accounts, is professionally maintained and highly available thanks to
redundant hardware components. In addition, a permanently current virus protection
program prevents virus infection and the SPAM filter blocks/deletes junk mail.
Exchange also offers an electronic calendar for managing appointments and organizing
meetings. The optimal use of the Exchange environment is achieved with
Outlook; however most standard e­mail programs or any web browser can be used.
With «Smart­Phone» plus «Active­Sync» you can stay up­to­date on new incoming
e­mails and deadlines even while on the go.
A service provided by ITS User Services (BD)
nethz, LDAP, Active Directory
«nethz» refers to the ETH Zurich central authentication and authorization infrastructure.
It regulates access to the following ETH Zurich IT user services: ETH network,
wireless­LAN, VPN, e­mail, central storage services and student computers in
the computing labs.
A growing number of ETH Zurich electronic services require the «nethz password»
and verify access rights in the nethz data base. Authentication data is provided on
an LDAP server (Unix) as well as on Active Directory (Windows). You can thus benefit
from an integrated nethz account management and are spared the necessity
of your own domain controllers as well as the accrual of a great amount of specific
know­how. ETH Zurich membership in the Swiss universities and research institutes
authentication and authorization infrastructure (Switch AAI), allows access
via nethz account to various web activities offered by the above institutions, especially
in the e­learning range.
A service provided by ITS User Services (BD) and ITS Software Services (SWS)

evento
«evento» is a booking management system for all types of events (courses, conferences,
reservations etc.). Event participants can register via Internet and pay their
fees by credit card. Registration data is saved on a database directly and can be processed
using a special application. Address management, billing, e­mail integration
and printouts are just a few features of this comprehensive administration solution.
Webhosting, Web Content Management System (WCMS), Blogs
Not every organisation may be able or willing to operate its own web server or develop
something as complex as a WCMS infrastructure. This is where we step in.
We run diverse servers: for simple sites, for web forms or complex web applications.
WCMS is available for larger sites which are managed by various authors with different
rights. No HTML knowledge is required for the maintenance of these web
pages. Furthermore, WCMS pages automatically appear in the current ETH web design.
Our blog service is the ideal platform for your personal blog, corporate blogs,
edublog or for scientific blogs etc. Professional system management and access
statistics are included on all our servers.
Database Hosting
The cost of installing, operating and monitoring a database system can be considerable.
IT Services offers ETH organisational units dependent on a highly functioning
database, cost­effective and customized solutions with Oracle, MS­SQL or
MySQL.
Services provided by ITS User Services (BD)
Applications
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Office Support
Managed Services / Service Level Agreement (SLA)
In order to maintain the heterogeneous environment of the ETH in the future and
in view of technical and legal parameters, professional system management has
become increasingly important. IT Services offers the above service, regulated by
Service Level Agreements in which service scope and responsibilities are documented.
A support­pool guarantees broad know­how and reliable presence for individual
professorships and decentralized institutions as well as for ETH internal and
affiliated organizations.
Support for the ETH Central Bodies
Our many tasks include design, development and maintenance of the ETH Central
Bodies (ZO) IT infrastructure including user support. The infrastructure consists of
core installations (data shares, print and application servers), workstations, mobile
devices and peripheral components (printers, scanners, etc.) integrated into a dedicated
Windows organizational unit in the ETH Zurich «d» domain.
Departmental Support
The Service Delivery division has increased collaboration with the departments. The
provision of IT commodities and support for standardized projects is regulated by
agreements (SLAs). Various support teams provide fully comprehensive on site or
remote (via remote access) support for commodity services (standard IT services).
Services provided by ITS Service Delivery (SDL)

Client Delivery Service
The ICT infrastructure implemented at ETH Zurich is tailored to the specific needs
of research, teaching and administration. In order to manage this infrastructure in
an efficient, flexible and scalable manner «client deployment» systems are available
for Microsoft Windows, Mac and Linux. These systems have a user­friendly interface,
allow fully automatic installation and configuration of clients and servers
and offer client lifecycle management. Automation of installation and maintenance
processes improves installation quality and saves time, money and human
re sources.
A service provided by ITS User Services (BD)
Workplace Support
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IT Training
IT Training Administration
Our broad spectrum of courses, tailored to the needs of ETH employees, is also
available with some few exceptions to all interested persons and non­ETH mem­
bers. Courses, workshops and seminars are conducted by ETH staff or external
professionals and can be adapted to the needs of a particular group. This has the
advantage that the group’s specific needs are taken into consideration and course
content and duration can be adapted. Upon request, with our «Flying Classroom»,
we can also organise a class room with the necessary infrastructure. Furthermore,
we gladly offer our experience and administrative infrastructure to help you with
major retraining projects. Our inexpensive IT manuals are on sale twice a year.
Compicampus
IT Training Administration offers ETH students a special evening course program
during semester. Courses are free of charge and intended for students only.
Services provided by ITS Service Delivery (SDL)
Interns
ITS trains IT specialists with special focus on system technology, application de­
velopment and mediamatics. The large variety of devices and jobs coupled with
our dedicated staff provide an ideal environment for an interesting learning experience.
A service provided by ITS and ETH Zurich

Data and Voice Networks
Nowadays the «information superhighway» and the phone are as basic to office
installation as electricity and water. An extensive technical infrastructure is needed
to support powerful data traffic to and from the Internet and a reliable telephone
connection to and from ETH Zurich. Our data and telephone infrastructure which
includes more than 60,000 ports on the ETH Zurich campus is operated by professionals
and automatically monitored.
WiFi (WLAN), VPN, iPass
In addition to the wired infrastructure, ETH Zurich also has an extensive wireless
network (WLAN) with more than 1500 access points (Hot Spots). ETH Zurich, as a
member of SWITCH Public WLAN, offers all its members free WLAN use at other
Swiss universities and hotspots of some commercial providers. Virtual Private Network
(VPN) allows an encrypted, secure and authenticated connection from re mote
locations to the ETH network. For internet access abroad save on costs by using the
iPass service. Access is via a local ISP or public WLAN.
Services provided by ITS ICT-Networks (NET)
Data & Voice Networks
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Data & Voice Networks
Network Security
By ensuring network security and monitoring system installations to prevent the
misuse of data and infrastructure, we substantially contribute to service quality of
the IT infrastructure at ETH Zurich. As part of our efforts to improve security we offer
assistance with computer and network zone system security and security analysis
of (web) applications and system installations. Furthermore we regularly issue a
security bulletin and launch awareness campaigns on current security issues.
Cable System, Maintenance, Troubleshooting
To ensure sustainability, we attach extreme importance to professional planning
and quality assurance for cabling buildings and server rooms. Management and
troubleshooting of the entire ETH Zurich physical data and voice network covers
active network devices and telephone exchanges in addition to cables.
Services provided by ITS ICT-Networks (NET)

VPP Printing (Versatile Printing and Plotting)
ITS operates a wide variety of standard and special­edition printers at different lo­
cations at ETH Zurich. These devices can be accessed from anywhere via ETH Zu­
rich network and may be used by staff members, as well as students. Included in
the range are
• student printers
• colour and b/w­laser printers
• large­format printers for bills and posters
• overhead transparencies
• large­format scanners
• printers for brochures
Film or presentation slides and colour posters exceeding size DIN A0, for advertis ing
exhibitions and conferences, can be obtained inexpensively from our attended printing
stations at ETH Centre and Hönggerberg (HIL). You can also print your thesis,
lecture notes or brochures from a PostScript or PDF file directly at these locations
A service provided by ITS User Services (BD) in collaboration with HR
Printing
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Information Services
MessageTree
MessageTree is a notification system you can subscribe to in order to receive
announcements or notifications from official agencies (mainly from ITS). If, for
example, you would like to know when network maintenance will take place in
your building, select the corresponding MessageTree mailing list. Topics are arranged
hierarchically, which means it needs only one click to select all ITS­relevant
messages. E­mails sent via MessageTree are definitely from an official ETH organisation
and may be authored by authorized persons only. We highly recommend a
subscription to the topic of «security» to all ETH members.
Sympa
Sympa is a system for the operation of mailing lists, which may contain ETH internal
and external users. All messages can be stored in an archive. Sympa supports
open and closed, moderated and non­moderated mailing lists and by way of Shibboleth
/ AAI is also integrated in identity management systems of other universities.
Services provided by ITS User Services (BD)

ITS Homepage
Current information on services and contacts, announcements concerning planned
and unplanned interruptions as well as various documentations are all published
on the ITS homepage www.its.ethz.ch. Detailed information can be found on the
service categories page, by alphabetical search, on the «New Member?» site, under
«Important applications and links» and on the employee and student pages.
ITS Publications
ITS offers ETH Zurich students and staff a broad range of IT services. To provide a
good overview of the latter, IT Services publishes various documentations targeting
specific user groups or covering particular issues such as security, entry and
exit. Pub lications such as «Connecting the Future» or «Orientation Day/ETH Start
Brochure» provide help ful insights of the ITS working environment. Information
pamphlets for employ ees or students are distributed via the Human Resources Department
or the Rectorate. Updated web versions of our publications can be found
on the ITS homepage. The ITS blog, an interactive information platform, complements
the product range.
Services provided by ITS Management
ITEK
ITEK (IT expert commission) is a committee that deals with IT concerns at ETH.
Members include departmental IT­support supervisors, representatives from Libra­
ry, Corporate Communications and LET (Teaching Development and Technology) as
well as the ITS Director and division heads. ITEK establishes task groups to work on
current issues and advises the Executive Board on IT matters.
ITS in collaboration with the departments
Information Services
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Multimedia Services
Classroom Infrastructure and Support, Multimedia Device Lending
We support teaching at ETH Zurich with A/V devices and by planning and opera­
ting the audio­visual infrastructure in auditoriums and other locations. A lending
service for multimedia equipment (such as projectors, portable amplifiers, spea­
kers) is available at ETH Centre and at Hönggerberg.
Audiovisual Production & Distribution
We record courses, lectures and events (speeches, symposia, conferences) and
transmit to other rooms or stream them via Internet. Recordings are published via
the ETH Zurich multimedia portal. Image and documentary films are produced and
distributed according to client specifications. Furthermore, we also support teaching,
research and administration with all A/V concerns (podcasts, animations, webcams,
IPTV).
Videoconferencing & Collaboration
We manage the ETH videoconferencing infrastructure and have specially equipped
videoconferencing rooms available in the main building as well as at Hönggerberg.
In addition, we also provide the necessary infrastructure (devices, software) and
assistance for simple office and board room videoconferencing.
Services provided by ITS Multimedia Services (MMS)

Operational Information System
The (ETH­) Operational Information System (OIS) permits the maintenance of ETH
academic and administrative operational data and consists mainly of the following
components (databases and applications):
• People and organisations database/ETH­Card applications with data covering
all ETH Zurich members as well as the ETH Zurich organisation. Card applications
allow the production of electronic ETH ID cards.
• Academic database/applications. These systems support academic processes
at ETH Zurich. The applications LisethPro (student administration),
Sempro+ (semester programmes, room and teaching task management)
and LKW (performance assessment) are intended for the Rectorate and the
departmental Teaching Administration Offices. Students and faculty participate
in administrative processes through the use of web applications, such
as the student application MyStudies and the faculty application eDoz. Additional
functionality is provided by the Course Catalogue and other applications.
• Research reporting applications (AAA ­ Annual Academic Achievements und
Research DB).
• SAP ERP for finance/controlling, human resources and materials management
and SAP NetWeaver Business Intelligence (Data Warehouse). Since
2010 interactive access to these environments is via the ETHis Portal (SAP
NetWeaver Web portal).
• GMIS (Softwaresystem «Planon») for technical and commercial facility
management.
A service provided by ITS Software Services (SWS)
Operational Information System
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Procurement & Portfolio
IDES, Licenses, License Servers
ITS endeavours to acquire ETH­appropriate software at preferential conditions and
to achieve direct and efficient end­user distribution. Backbone of our software ad­
ministration is the electronic software ordering system IDES. Here orders can be
placed for free as well as cost incurring software, licenses can be registered and
software downloaded. In addition, the Procurement group also operates several
license servers which manage dynamic usage rights for software packages.
WTO-Call for Tenders
The larger the purchase, the more complicated the legalities! All IT­related public
tenders (for purchases exceeding the limit of CHF 230’000 excl. VAT) are followed
through by ITS Management. We assist with requirement specifications, handle administration
and support the project through to launching.
IT Maintenance and Service Contracts
At the request of our customers, we negotiate and finalize service and maintenance
contracts. We also provide prototypes for IT­service and maintenance
contracts.
Services provided by ITS IT Procurement & Portfolio (PPF)

IT Procurement
IT­purchases exceeding CHF 50,000 (excl. VAT) require an IT­Order Form and must
be transacted via ITS Management. We are therefore the central purchasing authority
for IT resources at ETH Zurich, regardless of where the money originates from.
Orders are processed using SAP Materials Management (MM). We purchase capital
assets and are your main contact from contract draft to finalization. Queries are
handled expediently and without formalities.
IT Supplier General Agreements
IT Services contracts general agreements with IT suppliers, thus providing the legal
framework for efficient and cost­effective purchasing by departments and institutes.
Agreements are based on the General Terms and Conditions applicable to the Contracts
for Procurement of Goods and Services Awarded by the Swiss Federal Institutes
of Technology («AGB ETH­Bereich Version 20.10.2010»), which guarantees ETH
Zurich «best price» terms.
Portfolio Management
The IT portfolio management team works closely together with the Procurement
groups and is responsible for:
• Identification, analysis of customer needs (demand organization) and
defining the service portfolio accordingly
• Defining and updating the service catalog
• Establishing standards
• Project portfolio management
Services provided by ITS IT Procurement & Portfolio (PPF)
Procurement & Portfolio
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Server Services
Server Services
Servers with Windows and Linux operating systems are highly available from a pool
of physical servers and an infrastructure which can subdivide the latter into hardware­independent
virtual servers. This promotes the efficient use of infrastructure
and the conservation of energy and space. Service agreements can be customized
to range from simply providing virtual servers to full maintenance of operating systems
and applications.
A service provided by ITS System Services (SD)

SAN
Storage Area Network (SAN) refers to a storage system that can be accessed from
connected computers via a special and redundant high­performance network. SAN
is ideal for large or very large amounts of data, large servers and for customers
with special database requirements (block level access). Data is stored redundantly
(RAID). If necessary, periodical back ups can be made by the customer at no extra
cost. There is also the possibility of location­independent data storing.
NAS, Hierarchical Storage Management (HSM)
Network Attached Storage (NAS) provides storage space which can be used by any
computer connected to the ETH Zurich network. Storage space is secured regularly
and can be managed either by ITS or the customer. NAS storage is available in
various so­called storage tiers, priced individually. There is also the possibility of location­independent
data storing. If desired, hierarchical storage management can
be activated on NAS. This allows criteria defined data (age, size and file type) to
be transferred onto a cheaper medium (magnetic tape library). Transferred data remains
visible on the file system and can be downloaded onto the memory disk any
time.
Backup
«Netbackup» is the automatic data backup system currently in use. Data saved either
on a laptop, desktop system or server is automatically and regularly backed up
and stored on a central backup system. Backup status can be checked any time. In
order to use the Netbackup service the installation of client software is necessary.
Netbackup is also suitable for restoring operating systems.
Services provided by ITS System Services (SD)
Storage Services
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Support
Service Desk
The Service Desk is the gateway to the ETH Zurich IT Services and the point of
contact for all ITS matters. The Service Desk is familiar with and can provide information
on all ITS services and their respective operating status. Inquiries and problems
can be presented by phone, e­mail, web­form, or at the counter.
Telephone 044 63 2 77 77
Monday to Thursday 8 am­6 pm
Friday 8 am­5 pm
Web: www.its.ethz.ch/servicedesk | Mail: servicedesk@id.ethz.ch |
Service Desk: HG E11
Notebook installation support for students
Laptop Support offers all ETH students assistance with any installation problems
concerning ETH services, such as mail client, VPN, or connecting network drive.
Student Computing Labs
On behalf of the institutes and departments, IT Services operates student computing
labs equipped to meet user needs. All computers can be set up with Linux and/
or Windows.
Application Support
The Application Support group provides support and consulting for central ETH applications
and infrastructure. The wide range of support includes consulting and
implementation, second­level support, Sharepoint, Evento and administration of
Active Directory users, computers and authorizations. Services are tailored to ETH
customer needs and are continuously expanded.
Services provided by ITS Service Delivery (SDL)

High Performance Computing Systems for Scientific Computing
The High Performance Computing Group (HPC) evaluates, procures, installs and
operates high­performance computer systems and provides its users with compre­
hensive support in all related areas.
The current Brutus cluster is the main internal ETH platform for scientific computing
of all kinds. With its thousands of processor cores and a variety of network
connections in the cluster (Ethernet and InfiniBand), many different tasks can be
handled:
• Single core applications
• Highly and easily parallelizable or independent calculations with little or no
inter­process communication (e.g. Monte­Carlo simulations)
• Applications for shared memory (e.g. OpenMP)
• Distributed parallel computations with inter­process communication
(MPI over Ethernet or InfiniBand)
The Brutus cluster is available to all ETH members.
A service provided by ITS High Performance Computing (HPC)
Central Computing Facilities
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ITS Locations
1
�
9
1 STB/STC Stampfenbachstrasse 67/69 ITS Management, ITS Software Services, ITS User Services,
ITS Service Delivery, ITS IT Procurement & Portfolio, Training Room STB E11
2 HG Rämistrasse 101 ITS Multimedia Services, ITS Service Desk HG E11
3 WEC Weinbergstrasse 11 ITS System Services, ITS User Services
4 WES Weinbergstrasse 41 Training Room WES B16
5 WET Weinbergstrasse 43 ITS ICT­Networks
6 RZ Clausiusstrasse 59 VPP RZ E22
7 HAW Haldeneggsteig 5 ITS ICT­Networks
5
4
8 SOW Sonneggstrasse 63 ITS High Performance Computing
3
9 HCI/HIL Wolfgang­Pauli­Str. 10/15 ITS Multimedia Services, VPP C36.1
7
8
6
2

ITS Benefits
• Software licenses for private use
www.ides.ethz.ch (employees)
www.stud­ides.ethz.ch (students)
• IT Training Administration (IT Training)
www.its­training.ethz.ch
• VPP Printing (special rates for private use)
www.id.ethz.ch/services/list/vpp/index_EN
• SMS-Gateway
www.id.ethz.ch/services/list/sms/index_EN
• Free ETH-network access via commercial provider hotspots
(Moonzoon Networks, The Net, Swisscom)
www.id.ethz.ch/services/list/network/net_access/off­campus_EN
Personal Contacts
Computer
Installation / operation / technical queries / problems / repairs
My Personal IT Supporter: ………………………………………………………………………………...
E-Mail
E­Mail­account / spam­filter / antivirus software
My Personal IT Supporter: ………………………………………………………………………………...
IDES
New software / licences / IDES password
My Personal IT Supporter: ………………………………………………………………………………...
Notes:
Fringe Benefits, Personal Contacts, Notes
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Index
Applications ................................................................................................................ 8
E-Mail, Virus- and Spam Filter, Groupware 8
nethz, LDAP, Active Directory 8
evento 9
Webhosting, Web Content Management System (WCMS), Blogs 9
Database-Hosting 9
Central Computing Facilities .....................................................................................25
High Performance Computing Systems for Scientific Computing 25
Data & Voice Networks .............................................................................................. 13
Data and Voice Networks 13
WiFi (WLAN), VPN, iPass 13
Network Security 14
Cable System, Maintenance, Troubleshooting 14
Divisions ..................................................................................................................... 4
ITS ICT-Networks (NET) 4
ITS System Services (SD) 4
ITS IT Procurement & Portfolio (PPF) 4
ITS User Services (BD) 5
ITS Software Services (SWS) 5
ITS Multimedia Services (MMS) 6
ITS Service Delivery (SDL) 6
Editorial ....................................................................................................................... .3
Fringe Benefits, Personal Contacts, Notes ...............................................................27
Imprint ....................................................................................................................... 30
Information Services .................................................................................................16
MessageTree / Sympa 16
ITS Homepage www.its.ethz.ch, ITS Publications 17
ITEK 17
ITS Locations .............................................................................................................. 26
IT Training .................................................................................................................. 12
IT Training Administration 12
Compicampus, Interns 12

Index
Multimedia Services .................................................................................................. 18
Classroom Infrastructure and Support, Multimedia Device Lending 18
Audiovisual Production & Distribution 18
Videoconferencing & Collaboration 18
Office Support ...........................................................................................................10
Managed Services / Service Level Agreement (SLA) 10
Support for the ETH Central Bodies 10
Departmental Support 10
Operational Information System ..............................................................................19
Organisation Chart ITS ................................................................................................7
Printing ...................................................................................................................... 15
VPP Printing (Versatile Printing and Plotting) 15
Procurement & Portfolio .......................................................................................... 20
IDES, Licenses, License Servers 20
WTO-Call for Tenders 20
IT Maintenance and Service Contracts 20
IT Procurement, IT Supplier General Agreements 21
Portfolio Management 21
Server Services ...........................................................................................................22
Storage Services .........................................................................................................23
SAN 23
NAS, Hierarchical Storage Management (HSM) 23
Backup 23
Support (IT) ............................................................................................................... 24
Service Desk 24
Notebook installation support for students 24
Student Computing Labs 24
Application Support 24
Workplace Support .....................................................................................................11
Client Delivery Service 11
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Imprint
Current web version
For an updated edition of this brochure and other ITS publications visit
www.id.ethz.ch/documentation/index_EN.
Front Cover
The ETH Zurich landmark: an inside view of the dome.
Photo: Hans Hiltbrunner, ITS System Services
Event Coordination
«ETH Start»: Caroline Stucki, ITS Service Delivery
«Orientation Day»: Armin Brunner, ITS Multimedia Services
Imprint
Issued by: ITS Management
Editor: Sabine Hoffmann, ITS Management, Marketing & Communication
Production: Sabine Hoffmann, ITS Management, Marketing & Communication
English: Minda Rubinfeld, ITS Management, Marketing & Communication
Cover: Nathalie Schmidig, Thomas Häusermann, ITS Multimedia Services
Layout: Sabine Hoffmann, ITS Management, Marketing & Communication
Print: VPP
Copyright: ITS Management, ETH Zurich
Web­Version: August 2012 / 8.0

Data & Voice Networks
Storage Services
Multimedia Services
Operational Information System
VPP (Printing Service)
Server Services
IT Services
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