Boston University Information Services and Technology

Mission

IS&T's mission is to provide best-in-class technology and data services that support:

• Outstanding education
• Groundbreaking research
• Effective administration
• A connected, secure university community

Vision

IS&T aims to be a leader in technology and data service quality and agility, both within BU and among peer institutions, using proven practices and thoughtful innovation.

How IS&T works

IS&T emphasizes three key practices:

• Listen – actively, with intent to understand, with empathy, and to diverse voices
• Learn – from colleagues, clients, peers, and the broader industry
• Lead – by example, with creativity and optimism, and among peer organizations

Diversity, equity, inclusion, and accessibility

IS&T maintains a formal commitment to diversity, equity, inclusion, and accessibility (DEIA) in its staffing, services, and culture.

Technology planning

The Boston University Technology Plan guides the evolution of technology infrastructure and services across the University. It supports the strategic goals of the University's strategic plan and is implemented by IS&T together with local and specialized technology teams.

• Phone: 617-353-HELP (4357)
• Email: ithelp@bu.edu

The IT Help Center team provides centralized technology support for the Boston University community.

Email and phone support hours (summer)

Email and phone support are typically available during the following summer hours (Eastern Time):

• Monday–Thursday: 8:00 a.m.–11:00 p.m.
• Friday: 8:00 a.m.–6:00 p.m.
• Saturday: 10:00 a.m.–6:00 p.m.
• Sunday: 10:00 a.m.–11:00 p.m.

Hours may change during the academic year, holidays, and intersession periods; current hours are always listed on the TechWeb Contact page.

IT Help Center locations

IT Help Center – Amory Street (full-service)

• Address: 179 Amory Street, Brookline, MA 02446
• Typical hours: Monday–Friday, 9:00 a.m.–6:00 p.m.; Saturday–Sunday, closed

This location offers full-service support, including consulting and computer check-in.

IT Help Center @ Mugar

• Address: 771 Commonwealth Ave., Boston, MA 02215

Provides consulting, account services, and extended hours during the academic year.

IT Help Center @ BUMC (Medical Campus)

• Address: 72 East Concord Street, 11th floor, INS / L-1109, Boston, MA 02118
• Typical hours: Monday–Friday, 8:30 a.m.–5:00 p.m.

Classroom and event technology

For classroom and event technology support:

• Email: classrooms@bu.edu
• Phone: 617-353-3227

Most technology services at Boston University require a BU login name and Kerberos password. New students, employees, and affiliates should:

• Set up a BU login name and Kerberos password as soon as they receive their BU credentials.
• Use this account to access email, learning systems, BUworks, the MyTechWeb Service Portal, and many other services.

If you need help setting up your account, resetting your password, or recovering access, contact the IT Help Center or follow the account setup and password guides on TechWeb.

Changing your password

You can change your Kerberos password at any time using the self-service tools linked from TechWeb. Use these tools if:

• You forgot your password
• You suspect your account may be compromised
• It is time for a routine password change

If you cannot complete the change online, the IT Help Center can verify your identity and assist.

Connecting to the BU network

IS&T supports multiple ways to connect to the BU network:

• On-campus wired connections – typically available in offices, research spaces, and some residence halls.
• On-campus wireless (Wi‑Fi) – BU wireless networks are available across the Charles River and Medical campuses.
• Remote access – certain services can be reached securely from off campus using approved remote access methods.

BU also participates in the eduroam global Wi‑Fi roaming service, allowing eligible users to connect at BU and at other participating institutions.

Detailed step-by-step instructions for configuring wired, wireless, and remote connections (including eduroam and other BU wireless options) are available on TechWeb.

BU's MyPrint service lets eligible users print documents at locations across campus using an allocation tied to their BU account. TechWeb provides instructions to:

• Configure MyPrint printers on your computer
• Locate supported printers
• Check your print allocation

Computer security and antivirus

IS&T offers guidance and tools to help keep your computer secure. From TechWeb you can:

• Download or access recommended antivirus software
• Learn how to keep your operating system and applications up to date
• Review security best practices for everyday use

Software availability

Boston University provides access to a range of site-licensed or discounted software, including commonly used productivity and academic tools. TechWeb explains:

• What software is available to students, faculty, and staff
• How to download or request licenses
• Where to find information on educational pricing for software and hardware

Computer repair and personal purchases

TechWeb includes guidance on:

• Where to get your computer repaired
• Options for personal technology purchases through approved vendors
• How to choose appropriate hardware and software for your BU work or studies.

Boston University provides institutional email accounts for students, faculty, staff, and many affiliates. From TechWeb you can find instructions to:

• Configure BU email on common desktop and mobile clients
• Access web-based email
• Troubleshoot common email issues

Forwarding email

If you prefer to read messages in another email account, you can set up mail forwarding from your BU address. TechWeb includes guidance on:

• Turning forwarding on or off
• Understanding when forwarding is permitted or recommended
• Avoiding lost messages when changing forwarding settings

Calendaring

BU supports calendar tools that let you:

• Schedule meetings and events
• View the availability of colleagues
• Send and receive meeting invitations

TechWeb includes step-by-step guides for setting up calendars, sharing calendars, and integrating calendars with mobile devices.

MyTechWeb is the primary self-service portal for technology support at Boston University. From the portal you can:

• Submit new help tickets
• Use standard request forms for common services
• Search the IS&T knowledge base
• Engage with the IT support chatbot
• View the status of your existing tickets

To use the portal:

• BU students, faculty, and staff: log in with your BU login name and Kerberos password.
• Visitors without a BU login: submit a ticket as a guest using the guest ticket form.

Other ways to get help

In addition to the portal, you can:

• Call the IT Help Center at 617-353-HELP (4357)
• Email ithelp@bu.edu
• Visit an IT Help Center location during posted hours

If you cannot find what you need on TechWeb, use the search box at the top of the site or open a ticket describing your question.

Research Computing Services (RCS) supports computational and data-intensive research at Boston University. Through the RCS pages on TechWeb, researchers can:

• Learn about available computing, storage, and visualization resources
• Request access to shared high-performance computing systems
• Explore consulting services for code optimization, workflows, and data management
• Browse highlights of research projects that use RCS resources

Information Security Services

BU's Information Security team provides guidance and services to help protect University data and systems. From the Information Security section of TechWeb you can:

• Browse security how-to articles for everyday protection
• Find resources for Departmental Security Administrators (DSAs) and Data Trustees
• Learn about policies related to data protection, acceptable use, and network security
• Submit a security-related service request or report a concern

Digital privacy and data protection

Boston University maintains a Digital Privacy Statement and related policies that explain:

• What information may be collected when you use BU websites and digital properties
• How cookies, server logs, and analytics are used
• How information is safeguarded and retained
• How digital advertising and third-party services are handled

Links to these policies are available from TechWeb and BU's central policy site.

Getting a website

Eligible members of the BU community can request or create:

• Personal websites
• Department or office sites
• Student organization sites

TechWeb explains who is eligible, what types of sites are available, and how to get started.

Themes and design

IS&T maintains modern, flexible WordPress themes tailored for BU sites. You can:

• Browse available site designs
• See examples of sites using each theme
• Learn which designs are recommended for different use cases

Plugins and features

TechWeb provides information about supported WordPress plugins, including:

• Which plugins are available
• What functionality each plugin offers
• How to request activation of specific features

WordPress how-to resources

Detailed how‑to documentation covers topics such as:

• Managing pages and posts
• Adding media and embedding video
• Managing menus and navigation
• Managing users and permissions

These guides are available on TechWeb under the WordPress support section.

Ask anyway — the agent will say plainly that it is not published rather than guess.