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IT Field Services (ITFS) Desktop Support

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How to Request Access

Contact the Service Desk online or by phone 415-514-4100 to create a ticket.


Overview

Our current IT Field Services (ITFS) catalog, below, provides you with a means to compare Medical Center, Campus Basic and Campus Premium service levels. 

The recharge rate for hourly service is $82 per hour for ITFS services that are not covered under subscription. This rate is subject to change every year. For any questions regarding our services, please email us: [email protected].

Response and resolution targets for Incident Interruptions

Incident Interruptions are unplanned events that negatively affect the quality or normal operation of an IT service (e.g., Outlook stopped working, computer is unable to boot, loss of network connectivity). New additions, changes or modifications to an existing service are considered Requests and handled under the Request SLA.
Note: An issue affecting the immediate health and well-being of a patient will receive a response within 1 hour. 

Service
Level

Degree
of
Urgency

Response
Time
Target

Resolution
Time
Target

Resolved
on Time
(%
)

ITFS
Premium

High

 <1 hour

 <2 bus. days

 80%

Normal

 <2 hours

 <3 bus. days

 80%

ITFS
Basic

High

 <3 hours

 <3 bus. days

 70%

Normal

 <6 hours

 <5 bus. days

 70%

Medical
Center

High

 <3 hours

 <3 bus. days

 70%

Normal

 <6 hours

 <5 bus. days

 70%

ITFS
Hourly
High N/A N/A N/A
Normal N/A N/A N/A


Response Time Targets do not include IT Service Desk processing time. 

  • Phone calls are generally answered in under 60 seconds 80% of the time, with another 15 minutes' processing time. Expect higher wait times during the peak hours of 8 am to10 am, Monday through Friday.
  • Online Chat is answered in under 5 minutes Monday through Friday, 8 am to 5 pm, excluding weekends.
  • Web- or email-submitted tickets are processed in under 24 business hours.

Response and resolution targets for Requests

Requests, also referred to as "planned events," are new additions, changes or modifications to existing IT services. New computer orders, setup of existing computers and new software installations are considered Requests. 

Service
Level

Degree
of
Urgency

Response
Time
Target

Resolution
Time
Target

Resolved
on Time
(%)

ITFS
Premium

High

 <1 hour

 <8 bus. days

80%

Normal

 <2 hours

 <10 bus. days

80%

ITFS
Basic

High

 <3 hours

 <10 bus. days

70%

Normal

 <6 hours

 <12 bus. days

70%

Medical
Center

High

 <3 hours

 <10 bus. days

70%

Normal

 <6 hours

 <12 bus. days

70%

ITFS
Hourly
High  <3 hours N/A N/A
Normal  <6 hours N/A N/A

 

Supported hardware and operating systems

Hardware

ITFS
Basic

Medical
Center

ITFS
Premium

Dell

Models

UCSF
standards
only

UCSF
standards
only

UCSF
standards
only

OS

Windows 10

Windows 10

 Windows 10

Apple

Models

UCSF
standards
only

N/A

All models

OS

See current operating system requirements page at link below.

https://it.ucsf.edu/standard-guideline/it-field-services-operating-system-requirements

Other
Brands

Models

Hourly

Unsupported

All models

OS

Hourly

Unsupported

 Windows 10

Personal or non-UCSF–owned  workstations are supported on an hourly basis for all service tiers. Non-UCSF Health and non-UCSF Computer Depot standard models are supported on a best-effort basis.

Supported smartphones and tablets

 

ITFS
Basic

Medical
Center

ITFS
Premium

Apple

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Android

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Windows

Unsupported

Unsupported

Mail Connection
Only -
standard
UCSF
Enterprise
Software

 

Supported print devices

IT Field Service (ITFS) support is limited to print function only and does not include hardware.  

Campus customers may contact the Print Management Program or a 3rd-party vendor of your choosing for support.

Medical Center customers will be referred to PrintSmart print services.

Devices

ITFS
Basic

Medical
Center

ITFS
Premium

Locally
Attached
Printers
(e.g., USB)

Supported 
(1 hour max)

Unsupported

Supported 
(4 hours max)

Network
Printers

Supported

Supported

(Click here for
supported
models)

Supported

Multifunction
Devices
(MFD)

Supported for 
print/scan
functions only

Supported for
print/scan
functions only

Supported for
print/scan
functions only

 

Supported label printers 

Use Case

Model Number

Part Code

Patient Labels

Zebra ZD421d-HC

ZD4AH42-D01E00EZ-

High-Volume label printer (Pharmacy)

Zebra ZT411

ZT41143-T410000Z

Patient Wristband

ZD510

ZD51013-D01E00FZ

Specimen Collection label printer

ZEBRA ZD411 *wireless

ZD4AH22-D01W01EZ

Specimen Collection label printer

ZEBRA ZD411 *wired

ZD4AH22-D01E00EZ

High-volume Paper scanning

Fujitsu fi-8170

MFG.PART: PA03810-B055

Low-volume Paper scanning

Epson DS-530 II

MFG Part: B11B261202


Supported software and applications

Software &
Applications

ITFS
Basic

Medical
Center

ITFS
Premium

UCSF
Enterprise Standard Applications

Supported

Supported

Supported

UCSF
Enterprise Standard
Software

Supported

Supported

Supported

UCSF non-Standard Applications & Software

15 minutes of support per encounter, 
up to max of
1 hour; hourly recharge after
(best-effort, subject to business justification)

15 minutes of support per encounter, 
up to max of
1 hour; hourly recharge after (best-effort,
subject to
business justification)

15 minutes of support per encounter, 
up to max of
4 hours; hourly recharge after (best-effort, subject to business justification)

 

Standard software listing 

  • Adobe Acrobat Reader
  • Adobe Creative Suite (license not included)
  • Adobe Photoshop & Illustrator (license not included)
  • Box
  • Cisco Jabber Unified Communications
  • Cisco Jabber Video
  • Cisco WebEx
  • Dell Data Protection Encryption (DDPE)
  • Endnote (license not included)
  • Microsoft Office (2016 and 365)
  • Microsoft Office for Mac (2019 and 365)
  • Microsoft Project (license not included)
  • Microsoft Visio (license not included)
  • Pulse Secure VPN
  • Symantec Endpoint Protection
  • VMware Fusion (macOS)
  • VMware Workstation (Windows)
  • Zoom web conferencing

Other ITFS services

Service ITFS
Basic
Medical
Center
ITFS
Premium
Conference
Room
Support
Covered 
for first
15 minutes
Covered
for first
15 minutes
Covered
for first
15 minutes
Device
Moves
Covered for
same suite
only, up to
5 devices
at a time
Covered for
same suite
only, up to
5 devices
at a time

Covered for
same suite
only, up to
5 devices
at a time

Loaner
Computers
Service
Loaner
only
Service
Loaner
only
14-day
maximum
and
based on
availability
Loaner
Projectors
Hourly Unavailable Provided
based on
availability
Home
Wireless
Unsupported Unsupported Unsupported
Fax
Machines
Unsupported Unsupported Unsupported
  • Service Manager: Ray Cheung
  • Service Owner Team: IT Field Services Customer Engagement
  • Service Support Team: IT Field Services Customer Engagement
  • Audience: Faculty, Staff, Student
  • Service Category: Desktop Support

Related Information

  • ITFS Desktop Support FAQs
  • ITFS Event Support
  • IT Field Services (ITFS) Desktop Support: Hourly or Project Support
  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support Health Desks
  • ITFS Supported Macs
  • IT Field Services (ITFS) Desktop Support
  • ITFS Proactive Medical Center Rounding
  • Order Computers or Accessories from ITFS Depot FAQs
  • Criteria for Basic Support
  • Criteria for Premium Support

Related News

  • Mac Studio with M1 Max or M1 Ultra Now Supported
    David Ng/Tuesday, January 24, 2023
  • macOS Ventura Now Supported
    David Ng/Monday, January 23, 2023
  • Support Status for New Apple Laptops with M2 Chips
    David Ng/Thursday, September 8, 2022
Section Menu
IT Field Services (ITFS) Desktop Support
  • ITFS Desktop Support FAQs
  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support: Basic Subscription
  • Criteria for Basic Support
  • IT Field Services (ITFS) Desktop Support: Premium Subscription
  • Criteria for Premium Support
  • IT Field Services (ITFS) Desktop Support: Hourly or Project Support
  • Computer and Accessory Ordering
  • Order Computers or Accessories from ITFS Depot FAQs
  • How to Request or Buy Software
  • IT Field Services (ITFS) Desktop Support Health Desks
  • ITFS Proactive Medical Center Rounding
  • IT Enterprise Service Level Agreement (SLA)
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