Software Support Standards
The basic computer software support policy is to assist with all software in use by faculty and staff on WKU’s campus. However, the enormous variety of software products makes it impossible to deliver the same level of service for all software. Every effort is made to respond to all requests for help, but the level of support may be limited for some computers and peripherals, depending on their age, operating system, driver availability or other factors.
Standard Software Image
All computers supported by ITS utilize a standard software image. If there is a need for additional software, it is the responsibility of the client to procure and install.
Windows Computers
- Windows 11 Education x64
- 7-zip
- Chrome
- Cisco AnyConnect VPN
- MakeMeAdmin
- Teams
- Microsoft Office 365
Mac Computers
- macOS 14 (Sonoma)
- Chrome
- Privileges
- Teams
- Microsoft Office for Mac 365 (Outlook, Word, Excel, PowerPoint, OneDrive)
Information Technology Services strongly encourages the purchase of software maintenance and support on any software product that is not listed above.
Additional software is available on the Microsoft Endpoint Manager Software Center on Windows computers and the Self Service app on macOS devices. Learn more about available software on the WKU Licensed Software page.
Operating Systems
WKU ITS supports Microsoft Windows and macOS.
Windows Support
At WKU, we provide expert support for the Windows operating system, ensuring a secure,
updated environment for all users. As Microsoft releases new operating systems every
few years, our team works diligently to keep systems current and optimized for performance.
Currently, we are working to ensure all eligible computers are upgraded to Windows
11. For more information visit our Windows 11 page.
macOS Support
WKU ITS conducts an annual macOS Upgrade and Decommissioning Project to ensure all
Apple computers used within the university remain secure, compliant, and supported.
This process involves identifying Macintosh devices running outdated versions of macOS
(operating systems) that no longer receive security updates or other support from
Apple. Devices that can upgrade to a supported operating system are required to do
so by a set deadline, while those that cannot upgrade must be decommissioned.
General Timeline
1.
Identification- January
Each January, Technical Support Services identifies Mac devices running unsupported or soon-to-be unsupported versions of macOS.
2.
Replacement Planning
Primary users of Macs needing replacement are contacted first to develop a replacement plan and ensure a smooth transition.
3.
Upgrade Notifications
Macs that are still supported but require an upgrade to a newer macOS version are addressed next, with users receiving instructions on how to update.
4.
End of Support- October
By October, devices running unsupported versions of macOS must either be updated or decommissioned, as the old operating system will no longer receive security updates or support from Apple. Devices that are not decommissioned ahead of time will not be permitted to operate on WKU's network.
Monthly Audits
In addition to this annual process, our team performs monthly audits to identify Mac computers that have stopped communicating with our Mobile Device Management (MDM) system. These devices pose a higher risk of falling out of compliance with security requirements. When a device is flagged as non-communicative, we work with the client to diagnose and resolve the issue.
For more information about macOS upgrades and compliance, including replacement planning
and decommissioning policies, please contact the WKU ITS Service Desk.
Data Transfer and Storage
ITS is not responsible for the backup and restoration of non-work related data including, but not limited to: music, personal pictures, games, and non-WKU owned software. It is recommended that personal data be stored on external devices such as USB external drives, which are to be purchased with personal funds. ITS support staff has discretion in identifying personal data; however music, photographs, and videos used in scholarly work are exempt.
If there is a need for an Operating System refresh, data transfer will be facilitated through Microsoft's OneDrive.
Need Assistance?
The WKU ITS Service Desk is here to help. Give us a call, chat with a representative online, use the Self-Help Knowledge Base and more.
Some of the links on this page may require additional software to view.