Our Services

Service Catalog

IT Services provides many services to the Queen's community. The majority of these services are offered without additional charges to the ordering individual, faculty, or department; however, certain services are only provided when specifically requested by a faculty or department and carry an associated service fee. Our Service Fees page provides information about common service fees.

Please browse through our service offerings below to find the service that suits your needs.

A note about links on this page: if the service has an associated request form, the service title will link directly to the form. Where a service has no request form (for example, O365 services) the service title will take you to the service page for more information.

Accounts and Passwords

These services help you to manage access to your NetID, applications, networks, and physical locations, as well as providing information about remote access.

Service Description Faculty Staff Students Departments
Authorization to Access User Data 

 

(request form)

Exceptional circumstances may make it necessary to access the contents of University resources that have been allocated to a specific employee or student ("Account Holder"). This Procedure establishes the authorization required for providing such access to other than the assigned user.
Electronic Identity (NetID) 

 

(service page)

Your NetID is your digital identity at Queen's University. Use it to access all the applications and services operated by Information Technology Services (ITS), such as Office 365 email, onQ, SOLUS Student Centre, MyQueen'sU, ServiceNow and more.
FOB/Card Access to Buildings 

 

(request form)

This service will disable a lost or stolen fob and if necessary, assign new fob.
Multi-Factor Authentication 

 

(service page)

Multi-Factor Authentication (MFA) is an authentication method in which a user is granted access to services only after successfully presenting two or more pieces of evidence to prove their identity.

Service Description Faculty Staff Students Departments
Global Accelerator Network Service (request form) Students living and studying abroad may experience slow connections, increased latency, and inconsistent access while using Queen's learning technologies. Queen's has engaged the Global Accelerator Network Service from Alibaba Cloud, a China-based company, to improve network flows. At this time, this service is available to students residing in China and enrolled in current term courses.
Library Resource Access (request form) This service provides external access to Queen's University library publications.
Remote Desktop Service Remote Desktop Gateway is a service that allows secure remote access to a Windows based host by its common AD DNS name (a.k.a. Computer Name).
Virtual Private Network (VPN) (service page) Queen's Campus Virtual Private Network (VPN) is a method by which a user can access the University's resources over the internet in a secure manner. If you’re travelling or working away from the office, using the Campus VPN client (Fortinet FortiClient) is a safe and easy way to ensure a secure, remote connection to on-campus resources.
Windows Virtual Desktop (request form) Windows Virtual Desktop (WVD) allows Queen's faculty and staff to access a Windows desktop via the internet. The virtual desktop includes Microsoft Office applications and provides users with access to departmental file shares without a VPN connection. 

Audio Visual and Multimedia

Services related to A/V including classroom design services, classroom technology training, and video production and streaming.

 
Service Description Faculty Staff Students Departments
A/V Lending Service (request form) The Audio-Visual Lending Service allows users to borrow equipment including webcams, classroom microphones, portable audio recorders, document cameras, and small PA systems.
Classroom Design Services (request form) If a space owner at Queen’s is interested in equipping their space with audio-visual equipment, IT Services offers consultations to assess its technical requirements, provides a cost estimate, and a statement of work.
Classroom A/V and Technology Training (request form) IT Services’ Classroom Support team provides consultations to Queen’s community members on using the audio-visual equipment in centrally booked classrooms on Main and West campus.
Television Broadcast Studio (request form) This service is to provide technical support for the use of the universities’ television broadcast studio. This includes running the camera for live interviews, maintaining the equipment, and scheduling the hit if Communications staff are not available.

Service Description Faculty Staff Students Departments
Video Production Support (request form) IT Services provides support producing audio-visual content and preparing equipment for presentations, guest speakers, and other events requiring audio-visual resources.
Camtasia (service page) Camtasia, published by TechSmith, is a screen recorder and video editing software used to create tutorials, presentations, video lessons, meeting recordings, and more.

Service Description Faculty Staff Students Departments
Lecture Capture (service page)  Lecture capture allows faculty to record lectures and share them with students on onQ. Faculty may also publish recordings publicly.
Queen's Streaming service (Ensemble) (service page)  The University’s Streaming Service, provided by Ensemble Video, allows users to upload video and audio files to an online library, edit automatically generated captions on video content, and livestream directly from the platform.
Microsoft Stream (service page)  Microsoft Stream is an enterprise video service where you can upload, view, and share videos across Queen's Office 365.

Service Description Faculty Staff Students Departments
Integrate an Automatic Sync account with a Streaming library (request form) Set up an integration for a streaming library with your Automatic Sync account to easily submit videos for closed captioning directly from the Queen's Streaming service.
Video Captioning IT Services provides suggestions for getting started with Closed Captions. For more information on captioning and video accessibility, please visit the Video Accessibility page on the Accessibility Hub website.

Collaboration and Productivity Services

These services include tools for collaboration, file sharing and sending, email and calendaring, scheduling, website management, and general productivity.

Service Description Faculty Staff Students Departments
Global Address List (GAL) (request form) The Global Address List (GAL) contains the names and email addresses of everyone with an active Queen's email account.
Microsoft 365 Groups (service page)  Microsoft 365 Groups is a cross-application membership service that enables teams to collaborate effectively and securely by establishing a single team identity and single set of permissions to a collection of Office 365 resources.
Microsoft 365 Group with Hidden Membership (request form) The "hidden membership" parameter can only be set at the time of creation by a Microsoft 365 administrator and cannot be changed after the group has been created. Note that groups with hidden membership cannot be upgraded to Microsoft Teams. If you would like a Team with hidden membership, please create a “Classes” Team through self-service.
Microsoft Class Notebook (service page)  OneNote Class Notebook allows teachers to create a digital notebook for each class, group, term, or project. Teachers can create, manage, and distribute instructional content to entire classes or individual students. 
Microsoft Forms (service page)  Forms is an Office 365 app that allows you to quickly and easily create custom quizzes, surveys, questionnaires, registrations and more. 
Microsoft Lists (service page)  Microsoft Lists allows users to create, share, and track data inside lists.
Microsoft Office 365 (service page) Microsoft Office 365 is a cloud-based service that provides online and desktop versions of Microsoft Office along with collaboration applications and services like SharePoint Online, OneDrive for Business, Teams, and Yammer. Office 365 is available to all current students, staff and faculty. Queen's alumni are also entitled to use Office 365 for email, calendaring, and To-Do as part of the Email for Alumni service.
Microsoft Office 365 Apps for enterprise (service page)  Microsoft 365 Apps for enterprise (formerly Office 365 ProPlus) is a full version of Office designed to work Microsoft 365 applications and services. This subscription-based service provides faculty, students and staff with the latest versions of Microsoft Office for use on their PCs, Macs, tablets, and phones at no cost. Office for the web apps are included and provide access to web versions of Outlook, Word, Excel, PowerPoint and OneNote.
Microsoft OneNote (service page)  OneNote is a digital note-taking app that provides a single place for keeping all of your notes, research, plans, and information. 
Microsoft Planner (service page)  Planner is a task management solution that groups can use to manage their work and associated tasks visually and openly with the rest of the team.
Microsoft Power Apps (service page)  Microsoft Power Apps allows users to create low-code, custom apps that connect their data and work across the web and mobile. 
Microsoft Power Automate (service page)  Power Automate is an online workflow service that enables you to work more efficiently by automating workflows across common apps and services.
Microsoft Staff Notebook (service page)  OneNote Staff Notebook provides a central place for school leaders and staff to communicate and collaborate. 
Microsoft Sway (service page)  With Sway, you can create and share interactive reports, presentations, personal stories, newsletters, work projects, and more.
Microsoft To-Do (service page)  Microsoft To-Do is a simple and intelligent to-do list that helps you manage, prioritize, and complete the most important things you need to achieve every day.
Microsoft Whiteboard (service page)  Whiteboard is a freeform, digital canvas tool that can be used to collaborate on charts, shapes, drawings, and more.
Microsoft Yammer (service page)  Yammer is a private social network that gets you connecting to others at Queen's University, sharing information across teams, collaborating on documents, and organizing around groups. 
Mailing List (service page)  IT Services offers L-Soft's Listserv Mailing List Management server that allows eligible users to create and manage their own mailing lists. 
Office Delve (service page)  Office Delve is an experience within Office 365 that surfaces relevant content and insights tailored to each person. 
PDF Annotator (service page)  PDF Annotator is a desktop application used to add notes and annotations to any PDF document, such as comments, corrections, signatures, highlighting, photos, designs, and drawings. 
Snagit (service page)  Snagit is screen capturing software that lets you quickly capture a process, add your explanation, and create visual instructions.

View our file service comparison page to see which solution is best for you.

Service Description Faculty Staff Students Departments
Windows File Service (service page) Windows File Service is used for secure University-based storage. Files are stored locally on servers located on campus and backed up daily.
OneDrive for Business (service page) OneDrive for Business is an integral part of Microsoft Office 365: Queen's chosen suite of collaboration tools, where you can securely store, share, and sync your work files across all your devices, and access them from anywhere, at any time, both online and offline.
Sharepoint Online (service page) SharePoint Online (SPO) is a cloud-based collaboration platform that integrates with a variety of Microsoft Office 365 applications and services.

Service Description Faculty Staff Students Departments
Calendar Resources, Shared Mailboxes, Distribution Lists (request form)

This service is for resource administration in Microsoft Office 365. This service offers: 

  • Rooms and resources 
  • Distribution groups 
  • Shared mailboxes
LISTSERV (Mailing Lists) (service page) IT Services offers L-Soft's LISTSERV Mailing List Management server that allows eligible users to create and manage their own mailing lists. Mailing lists can be used for either class-based purposes or for general discussion (i.e. departmental mailing lists or special topic mailing lists).
Email Preservation (request form) This is a request to preserve an email account and log its activity for security, privacy and legal investigation purposes.
Microsoft Office 365 Email and Calendar Service (service page) Microsoft Office 365 is a web-based suite of services from Microsoft. The email and calendar service, Exchange Online, offers secure, anytime, anywhere access.
Microsoft Outlook (service page) Microsoft Outlook is an email management software system from Microsoft, available as a part of the Microsoft Office suite.
Microsoft Bookings (request form) Microsoft Bookings is a web-based appointment scheduling tool available through Queen's Office 365. With Microsoft Bookings, you can enjoy fewer missed appointments, spend less time scheduling, and manage bookings on the go.

Service Description Faculty Staff Students Departments
Google Analytics (service page) Google Analytics is the default tool for web analytics at Queen’s. Web analytics helps to make informed decisions about website structure, content, design, and digital marketing.
Siteimprove (request form) This service is available for administrative staff who are managing a Queen's University public website.
WebPublish (service page) WebPublish is Queen's centrally-supported content management system (CMS) for creating websites. It is a comprehensive solution for building and maintaining websites that are available to the public on the world wide web.
WebPublish Enhancements (request form) This service allows you to provide feedback to the WebPublish service team. Please complete the form if you would like to submit a feature request, bug report, or recommend improvements to the WebPublish Service and Support website. 
WebPublish Go-Live (request form) This form must be completed in advance of the go-live of any WebPublish account. 
WebPublish Site Request (request form) This site request process, managed by the Website Governance Committee (WGC), is meant to create awareness, especially across marketing and communication teams, of your intent to publish or republish Queen’s information online and to support alignment of objectives across Queen's digital landscape

Service Description Faculty Staff Students Departments
Adobe Sign (request form) Adobe Sign is a cloud-based e-signature service that allows users to send, sign, track, and manage signature processes using a web browser or mobile device. It replaces the paper and ink signature processes with fully automated electronic signature workflows.

Service Description Faculty Staff Students Departments
Canto Digital Asset Management (service page) Canto is a digital asset management solution designed to support marketing and communication professionals in storing, sharing and organizing their assets in a central location.

Cloud, Server, and Network Services

These services include network management, DNS and IP requests, data centre remote access, and hosting.

Service Description Faculty Staff Students Departments
Data Centre Remote Access VPN (request form) This service provides client-based VPN Access to specific On Premises or Azure Cloud Datacenter networks and or services.
Data Centre Space Request (request form) This consultation process will identify requirements for power, cooling, rack space, network connectivity, and physical and network security and result in a customized SLA.
Domain Name Service (DNS) and IP Request (request form) The domain name service (DNS) is the distributed database used to provide name-related information for all the hosts connected to the internet.
IP Address and Naming Management (request form) For departments that have equipment and systems that require IP Address Allocation and Management (including both Dynamic and Static IP).
Private/Static IP Address (request form) Users requiring reserved IP addressing can request IP assignments tied to a device's MAC (physical address).

Service Description Faculty Staff Students Departments
Eduroam (service page) Eduroam (Education Roaming) is a wireless network service that allows university students, staff, and faculty to securely access the Internet while visiting other member universities.
Firewall Management (request form) This request provides user or systems access to restricted or secure networks.
PCI Network (Chase Paymentech) (service page) A specialized wired network is provided to connect devices receiving payment card (credit or debit) data.
Register Gaming Device in Residence (request form) Students who do not have a personal router in their room will need to plug their gaming device directly into their wall network jack. This will require the device to be registered, thus allowing full access to the internet. Information concerning Internet access can be reviewed in Residences Internet Services.
Wired Campus Network (request form) The campus is equipped with a high speed wired network available in virtually all offices and labs, many classroom podiums, at each seat in several classrooms, and computing sites.
Wireless Campus Network (service page) IT Services provides centrally managed wireless network connectivity to the internet. 

Service Description Faculty Staff Students Departments
Application Hosting Service (request form) This request will enable departments to make requests to add or update their ITS hosted application environment including applications available through Terminal Server.
Virtual Server Hosting (request form) This service provides the flexibility for a department or faculty to host their own applications on a shared infrastructure.
Physical Server Hosting and Management (request form) This is a service that provides the flexibility for a department or faculty to host their own applications on a dedicated physical server. IT Services hosts will manage the server hardware, network and operating system so that you can focus on the application(s).

Service Description Faculty Staff Students Departments
API Access and Integration (request form) Providing assistance with secure API Integration, the API Team can help with creating APIs, integrating APIs into the API Management Platform, best practices, and data.
Manage QDOCs - Electronic Document Record Management (request form) This request is to manage access to the QDOCS and complete functional changes to forms, queues, and workflows. QDOCS is the electronic document and records management software utilized by Queen's University departments.
Microsoft Power BI Dashboard and Report Customization (request form) Power BI is a business analytics solution that enables you to build rich visualizations of your data. This request is for the modification of authorized viewers, contributors or members of a custom Power BI dashboard or report. 
Microsoft Power BI Pro (service page) Power BI PRO is available to active full-time staff and faculty. Please contact IT Services using the Power BI PRO Inquiry Form to discuss Power BI PRO licensing eligibility, cost, and options.
Scheduled Backup and Recovery (request form)

Provide scheduled backup and recovery services for server workloads. This is for servers owned by individual departments that are seeking backup support.

Cybersecurity

These services help you keep your personal information and Queen's data and secure.

Service Description Faculty Staff Students Departments

ATP Safe Links

(service page)

ATP Safe Links is part of Microsoft Advanced Threat Protection (ATP). This feature rewrites every URL found in an incoming email and redirects users through a Microsoft proxy server which checks, at the time of click, whether the URL is safe to view.

ATP Safe Attachments

(service page)

Safe Attachments is a feature of Microsoft Advanced Threat Protection (ATP). It protects users from malicious Excel, Word, or PDF attachments containing ransomware by scanning and opening every email attachment in a safe “sandbox” to determine if it contains any malicious content before delivering it to your inbox.

ATP for SharePoint Online, OneDrive for Business, and Microsoft Teams

(service page)

Office 365 Advanced Threat Protection (ATP) for SharePoint Online, OneDrive for Business, and Microsoft Teams allows users to collaborate in a safe manner by detecting and blocking files that are identified as malicious in document libraries and on websites.

Service Description Faculty Staff Students Departments

Antivirus

(service page)

Queen’s recommends faculty and staff use ESET (for Mac) and Windows Defender(comes preinstalled on Windows 10 devices) antivirus software to protect their computers from malicious software.

Certificate Request

(request form)

Request a Certificate for a web site or other TLS setup. Estimated time to fulfillment is 2 business days.

Cybersecurity Consultation 

(request form)

This service is to provide advice and technical expertise for Cybersecurity preparedness, cyber risk management, education and awareness, compliance obligations, and incident management for the protection and continuity of data and technology.

Device Encryption 

(service page)

Queen's University Electronic Information Security Policy indicates that computers and devices that contain, or may contain, sensitive data must be encrypted. You can visit the knowledge base for tutorials for encrypting devices

Install Security Agents

(request form)

This service is to install either Tenable vulnerability agent or OSSEC agent. Estimated time to fulfillment is 2 business days.

Network Security for Printers

(service page)

By default, many printers have weak cybersecurity features. In addition to an admin password, which are required for all University multi-function devices, IT Services recommends moving the printer to the campus’s private network.

Secure Electronic Destruction

(service page)

Facilities Energy and Waste management team collects Queen’s-owned e-waste weekly. E-waste includes any end-of-life or discarded electronics such as laptops, computers, computer accessories (keyboards, mice, hard drives), tablets, monitors, televisions, printers, modems, telephones, cellphones, small appliances (coffee makers, toaster ovens, kettles), cameras, and speakers.
Security Assessment Process IT Services employs Security Assessment Process for new technologies based on leading risk management practices for the identification, mevaluation, acceptance, and reporting of risks to enable risk-informed decision-making.

Vulnerability Scanning

(request form)

This service is to run either an infrastructure or a web application vulnerability scan. Estimated time to fulfillment is 2 business days.

Managed Desktop and Computing Services

These services help you manage your IT assets by coordinating with IT Services.

Service Description Faculty Staff Students Departments

Endpoint Protection 

(Service page)

For devices that are enrolled in EP, Queen’s will take on the responsibility of keeping them up-to-date, meaning that users can have a higher level of confidence in the security of their devices with less effort on their/their department’s part. 
Managed Desktop Service (request form) This service is to allow ITS or the IT Units in your department to manage and deploy Windows software, updates, patches, anti-virus and other software to Windows based computers.

Service Description Faculty Staff Students Departments
IT Consultation Regarding Computer Devices (request form) This service provides assistance and consultation related to departmental support, computer builds, software support, use and troubleshooting of end user devices and software.

Teaching and Learning

Services related to teaching and learning, such as onQ integrations, professional skills development, remote proctoring, and free software.

Service Description Faculty Staff Students Departments

Articulate 360 

(Request form)

Articulate 360 is a suite of web and desktop applications that allow you to easily create responsive, interactive course content.

Crowdmark

(Service page)

Crowdmark is an online collaborative grading and analytics platform that helps educators, working alone or in teams, to more effectively evaluate student work.

Feedback Fruits 

(Service page)

FeedbackFruits is a suite of pedagogical tools that are designed to help engage students in their learning.

Labster

(Service page)

Labster provides fully interactive virtual lab simulations, based on mathematical algorithms that support open-ended investigations.

onQ

(Service page)

onQ is Queen's University's enterprise learning management system, built in the Brightspace/Desire2learn environment that many students are already familiar with, both at Queen's and at other institutions. It can be used to deliver academic courses on the Web or to supplement face-to-face instruction.

Service Description Faculty Staff Students Departments

LinkedIn Learning

(Service page)

LinkedIn Learning is an online learning platform that offers training on topics such as software, technology, business and creative skills.

Service Description Faculty Staff Students Departments
Examity

(Service page)

Examity is an online proctoring system that gives students the flexibility to take assessments remotely. It provides instructors, schools, and students with the tools they need to preserve academic integrity.
Microsoft Teams Exam Support Channel

(Request form)

A dedicated Teams channel allowing an instructor to communicate with the IT Services Help Desk in support of an active exam.
Proctortrack

(Service page)

Proctortrack is a remote proctoring tool that leverages automation and artificial intelligence (AI) to provide proctoring in online testing environments.

Service Description Faculty Staff Students Departments
Azure Dev Tools for Teaching

(Service page)

he focus of the program is to provide departments, faculty and students with the tools necessary to specifically expand their study of software development and testing. This program allows eligible users access to various Microsoft software products at no cost.
ArcGIS

(Service page)

ArcGIS, published by Esri, provides contextual tools for mapping and spatial reasoning to explore data and share location-based insights.
EndNote

(Service page)

EndNote, published by Clarivate Analytics, is a reference manager used to create citations and bibliographies when writing scholarly works.
MATLAB

(Service page)

MATLAB is a data analysis, algorithm development, and model creation software for engineers and scientists published by MathWorks.
NVivo

(Service page)

NVivo is a qualitative data analysis (QDA) software package published by QSR International. It allows users to organize and analyze unstructured or semi-structured data, such as interviews, field notes, audiovisual material, and journal articles.
Overleaf

(Service page)

Overleaf is a collaborative scientific writing and publishing tool. Using LaTex or Rich Text editing, Overleaf makes the process of writing, editing, and producing scientific papers efficient, providing support and templates for text, layout, graphics, and formula.
SAS

(Service page)

SAS offers users a powerful fourth-generation programming language for performing tasks such as data management, report writing, statistical analysis, business planning, and project management.
SPSS

(Service page)

SPSS Statistics, published by IBM, is an integrated family of products that addresses the entire analytical process, from planning and data collection to analysis, reporting, and deployment.

Telephony and Mobile Services

Services related to telephones, cell phones and web conferencing.

Service Description Faculty Staff Students Departments
Queen's Managed Mobile Plan (Personal) (Request form)

See plan options and FAQs

IT Services offers Queen's Managed Mobile Plan exclusively to Queen's departments, faculty, and staff.
Queen's Managed Mobile Plan (Departmental) (Request form)

See plan options and FAQs

This request is specifically for departmental lines paid for by University Chartfield.

Service Description Faculty Staff Students Departments
Call Routing

(Request form)

Call routing allows departments to automatically cue and distribute calls made to a single direct inward dial (DID) number to several customer service agents. Call routing can be tailored by time of day and day of the week
Telephone Services

(Service page)

Requests for telephones, analog lines, calling cards, guest mailboxes and feature changes.
Telephony Replacement Program

(Service page)

The telephony replacement program aims to enable and pilot a number of users with Teams Telephony to ensure business requirements are tested and functional prior to rolling out a campus-wide solution.

Service Description Faculty Staff Students Departments
Microsoft Live Events

(Service page)

Live events in Microsoft 365 are an extension of Teams meetings that enable you to schedule, produce, and deliver live events that stream to large online audiences (up to 10,000 attendees).
Microsoft Teams Meetings

(Service page)

Online meetings and conferences are a key component of Microsoft Teams. Meetings in Teams include audio, video, and sharing.
Zoom

(Service page)

Zoom is a cloud-based solution for video and audio conferencing, collaboration, and online meetings. A Queen's Zoom account allows you to host meetings of up to 300 participants, complete with screen sharing, video recording and a host of other collaboration features, at no charge to the user.

Our Service Objectives

As the central IT department for all of Queen's University, IT Services offers many service offerings to our users at no cost. Browse our offerings by category and click on the service title for more information about any offering.

IT Services strives to achieve excellence in service to meet the needs of the Queen’s community. Browse our Service Level Objectives to find out how.

Service Level Objectives