! Internet Technology Advisory Committee! Web Accessibility Committee

Size: px
Start display at page:

Download "! Internet Technology Advisory Committee! Web Accessibility Committee"

Transcription

1

2

3 ! Support Center! Help Desk! Classroom Group! Hardware and Desktop Support! Web Services! utech Computer Store! Center for the Application of Information Technologies

4 ! Support Center! Web Support Services! Center for the Application of Information Technologies! utech Computer Store! WIU Committee Work! Internet Technology Advisory Committee! Web Accessibility Committee

5

6 ! What is the Support Center?! Walk-in support! Phone/ -based support! Classroom support! Software and hardware support! Accomplishments! Engaged staff in web-based training (MindLeaders)! Combined Windows and Mac support

7 Goals for Next Year! Define core support! Update existing SLAs with Colleges! Create new SLAs with Divisions! Investigate traditional and creative staff development options! Review Support Center Operations! Deploy new service desk software! Review processes and documentation! Collaborate with campus entities to provide training to WIU faculty and staff

8 ! Reduced the number of abandoned calls! Emergency relocation available! Automatically routes phones! Easily allows for alternate message! Allows us to track:! Average speed to answer! Talk time! Average queue time! Abandonment rate! Call volume information

9 First Contact Resolutions Industry Standards WIU utech Support center Calls Taken % 70.03% Calls Closed 1st Contact 61.37% 63% 65% 70.03% 2000 Calls Closed 1st Contact 0 Calls Taken

10 ! Acquired RightAnswers Building WIU s Knowledgebase! Offers 24X7 technical support to customers and support analysts! Easily searchable! Customizable to allow individual favorites as well as informational showing: - updates - scams - alerts for viruses - scheduled & unexpected outages! Provides knowledge for current WIU community members as well as prospective students and employees! Rate customer satisfaction! A strong knowledgebase can impact the effectiveness of technology initiatives

11 ! Utilize the information from our new phone system to better serve our customers! Improve average speed to answer! Reduce queue time! Reduce abandoned call rate! Gather metrics for future staffing needs! Broaden the information in Western s Knowledgebase! Reducing the number of calls to the support center! Integrate support center call tracking system! Ability to measure & increase customer satisfaction! Provide student employee training/orientation materials! Incorporate additional non-technical WIU resources! Continue to improve our over-all customer satisfaction & first contact resolution rate

12 Accomplishments! Upgraded/updated 18 electronic classrooms and conference rooms! Developed web-based resource for electronic classroom information! Classrooms by location! Electronic classroom update schedule! Design and upgrade FAQs! General use electronic classroom information! Increased training opportunities! One-on-one and groups! Facilitated video conference events! BOT, Faculty Senate, press release, Earth Claw

13 Goals for Next Year! Work with COFAC in Memorial Hall! 10 electronic classrooms for for COMM and CSD! Work with UHDS on Corbin/Olson renovation! Upgrade 2 nd band practice room! Upgrade Physical Plant s large conference room! Expand training efforts! Expand documentation and self help resources! Cross train internally and with Support Center

14 Accomplishments! Combined Windows and Mac support! Completed certifications! 3 Staff Apple Certified! 5 Staff Dell Certified! Improved communication/collaboration with colleges! Ongoing monthly meetings with tech reps from across campus! Investigated desktop virtualization with COEHS! Implemented Mathematica site license with CAS and CBT! Implemented dual boot in utech labs! Implemented website for discounted software! Microsoft and Adobe! Available to all WIU students, faculty and staff

15 Goals for Next Year! Continue getting staff certified! Pilot Windows 7 (CS and ET)! Testing and configuration during summer 2010! Implementation for Fall 2010! Deploy Windows 7! Investigate deployment of Office 2010! Pilot desktop virtualization (COEHS)! Testing and configuration during summer 2010! Implementation for Fall 2010! Investigate improvements in lab imaging

16

17 ! Goals & Objectives FY10! Implement a web content management system! Deploy portal technology! Assist in redesign of University website! Expand use of Web 2.0 technologies

18 ! Accomplishments FY10! New WIU.edu design approved for deployment! Worked w/internet Technology Advisory Committee! Campus surveyed: Spring 09! Open forums: Winter 09! To contain new media elements! Target audience: prospective students & parents/families

19 ! Accomplishments FY10! OmniUpdate web content management system selected and in process of being deployed! Ease of use for basic web developer! Various site templates created to provide consistent design across WIU.edu website! Assist with campus web accessibility efforts! Cost Savings: Reduces need to purchase Dreamweaver software to maintain websites

20 ! Accomplishments FY10! Portal technology deployed! Target audience: current students/faculty/staff! Branded My WIU! Beta testing starts April 10! Single-sign-on into popular web applications! Zimbra! WesternOnline! Library systems! Western s Knowledgebase! Targeted announcements, news & events, special resources and social networking features

21 ! Goals & Objectives FY11! Complete deployment of content management system! Beta deployment of portal! Continue integration & raise awareness of web accessibility standards

22

23 ! New store manager: John Louden! Business operations: Margaret Taylor! Warranty repair specialist: Kris Robinson! New student Apple Rep: Derek Hammond! New store location! Ongoing collaboration with Colleges! Store reauthorized effective March 28, 2010! New products being offered.

24

25 ! CAIT Goal 1 (internal): CAIT will be highly involved in strategic planning and implementation of technology initiatives at Western Illinois University in the areas of online course development, web design/ applications, technology applications, security and accessibility.! CAIT Goal 2 (external): CAIT will be a lead provider in Illinois for custom online instruction solutions or data/ technical initiatives for state agencies, education and governmental agencies.

26 ! Internal! Website Design! Distance Learning! WEPPAS! utech Computer Store! Committees/Presentations! Grants

27 ! External! GEDi/National (ICCB)! CARS in Moodle (ICCB)! CEO in Sakai! Police Training (ILETSBI)! SANE (AG)! World Wide Marketing (McDonalds)! Metra E-Training System (METS)! Virtual Training Center (DCFS)! Mandated Reporting! Wholesale Distribution (ASA)

28 ! Design, develop, deploy, and support custom instructional online learning systems and applications for educational entities, businesses, public agencies, business, and not-for-profit organizations (grants/contracts).! Expand role with WIU to support the technology initiatives on campus and continue to support WIU s distance learning program.

Systems (AIMS) Technologies (CAIT) Reps) Services

Systems (AIMS) Technologies (CAIT) Reps) Services ! Special Projects are innovative collaborative technology projects with special emphasis placed on exploring emerging or new technologies and their use within the University, West Central Illinois Region,

More information

! Telecommunications! ResNet! utech Computer Labs! Systems! Enterprise Systems

! Telecommunications! ResNet! utech Computer Labs! Systems! Enterprise Systems ! Telecommunications! ResNet! utech Computer Labs! Systems! Enterprise Systems ! Daily operations, maintenance, support, and security of systems! Mainframe! Phones! Email system! File servers, print servers,

More information

Year 2 Objectives 1. Phase out old ticketing system. 2. Promote self service features to users.

Year 2 Objectives 1. Phase out old ticketing system. 2. Promote self service features to users. Three-Year Goals and Objectives Broad-based Support and Development Projects Revised - Spring 2012 Goal: Help Desk Ticketing System Overhaul Upgrade the information system used to operate the Technology

More information

Information Technology Plan 2010 2011

Information Technology Plan 2010 2011 Information Technology Plan 2010 2011 September 2010 The FY10-11 IT plan was developed through collaboration with IT staff and engagement with IT governance groups. In the budget-constrained environment,

More information

Support and Service Management Service Description

Support and Service Management Service Description Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications

More information

Lync Making Conference Calls Simple

Lync Making Conference Calls Simple Winter 2013 In this issue: Lync - Making Conference Calls Simple IT - Helping You Stretch Your Dollar Windows OS Update Avoiding Phishing Top 4 Reasons to Use UWyo Wireless vs UW Guest Microsoft Updates

More information

Helpdesk and Technology Support Procedures

Helpdesk and Technology Support Procedures Procedures: Helpdesk and Technology Procedure Date: 10/27/2009 1.0 Purpose The Information Technology Services (ITS) Helpdesk is the single point of contact for technology support for all CCBC students,

More information

Computing Services Helpdesk

Computing Services Helpdesk s e r v i c e l e v e l a g r e e m e n t Computing Services Helpdesk This document contains an agreement between the Computing Services (CS) Helpdesk and the Faculty, Staff, and Students (FSS, or Ross

More information

Strategic Plan FY 2014-2016

Strategic Plan FY 2014-2016 Strategic Plan FY 2014-2016 CONTENTS SUMMARY 3 ACADEMIC SERVICES 4 DATA MANAGEMENT & REPORTING 6 COMMUNICATIONS & COLLABORATION 7 IT SERVICES 8 INFRASTRUCTURE 9 SECURITY 10 BRAND BUILDING 11 INITIATION

More information

Instructional Technology Course Materials and Service Fee

Instructional Technology Course Materials and Service Fee Instructional Technology Course Materials and Service Fee University of California, Irvine October 14, 2011 PROBLEM STATEMENT Technology plays a critical role in university education, and students benefit

More information

Student Tech Guide. Get Connected with Information and Technology Services. link.mnsu.edu/studenttech. Big ideas. Real-world thinking.

Student Tech Guide. Get Connected with Information and Technology Services. link.mnsu.edu/studenttech. Big ideas. Real-world thinking. Student Tech Guide Get Connected with Information and Technology Services Find this Student Tech Guide online at link.mnsu.edu/studenttech Big ideas. Real-world thinking. Get Started Log In To Just About

More information

Communication Plan. Administrative Information Technology Services University of Illinois. December, 2015

Communication Plan. Administrative Information Technology Services University of Illinois. December, 2015 Communication Plan Administrative Information Technology Services University of Illinois December, 2015 Table of Contents Executive Summary... 3 Quick Reference Guide... 3 Purpose... 4 Goals and Objectives...

More information

Ohio University Office of Information Technology

Ohio University Office of Information Technology Standard Desktop Support General Overview Standard Desktop Support service level of the Office of Information Technology (OIT) is comprised of: The Standard Desktop Support (SDS) Service The general levels

More information

COMPUTER SERVICES HELP DESK USING METRICS FOR BUSINESS PROCESS IMPROVEMENT

COMPUTER SERVICES HELP DESK USING METRICS FOR BUSINESS PROCESS IMPROVEMENT EXECUTIVE SUMMARY This document provides an overview of how the Computer Services Help Desk utilizes metrics and other types of assessment tools in making data-driven decisions on how to improve its business

More information

In addition, over 50% of the colleges in the ACSA have laptop policies that start with first year students.

In addition, over 50% of the colleges in the ACSA have laptop policies that start with first year students. College of Architecture Laptop Policy 2015-2016 Academic Year Computers now are an integral tool to every professional and provide assistance with a myriad of everyday tasks including communication, advanced

More information

Spring 2010 (Updated May 4, 2010)

Spring 2010 (Updated May 4, 2010) Spring 2010 (Updated May 4, 2010) Develop and implement Wireless Network Policy Policy approved; implementation in progress Support Trane Network Implementation Upgrade Digital Satellite Dishes on Library

More information

Support Service Description

Support Service Description Support Service Description Applies to: Office 365 Dedicated Topic Last Modified: 2014-01-08 Shared Support Responsibilities... 3 Customer Responsibilities... 3 Microsoft Responsibilities... 4 Microsoft

More information

Security considerations are denoted by a lock icon.

Security considerations are denoted by a lock icon. About This Guide This guide introduces you to some of the technology resources available at the University of Iowa, with the aim of making those resources easily accessible to you. It is an overview of

More information

Faculty technology Reference Guide

Faculty technology Reference Guide Faculty technology Reference Guide 2015-2016 CONTACTS CENTER FOR INSTRUCTION AND TECHNOLOGY (CIT): 422-2223 Basement of School of Education [ cit@usfca.edu ] CLASSROOM TECHNOLOGY: 422-6668 Lone Mountain

More information

ITS Help Desk. Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst

ITS Help Desk. Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst ITS Help Desk Dr. Jenae Burkart, Faculty Technology Support Specialist Jeff Austin, Lead Help Desk Analyst Services that are Supported by the Help Desk Gmail edesktop MyUWF Classroom Technology Computer

More information

2010-2011 Annual Report: Talking Points and Institutional Effectiveness Statements

2010-2011 Annual Report: Talking Points and Institutional Effectiveness Statements Division of Information Technology Services 2010-2011 Annual Report: Talking Points and Institutional Effectiveness Statements Department: Information Technology Services University of North Carolina at

More information

Finding the best technology solutions for your educational major.

Finding the best technology solutions for your educational major. 2015 Finding the best technology solutions for your educational major. TABLE OF CONTENTS About the Program About TigerTech TigerTech Services IT Recommendations Tech Supply Bundles For Undeclared Majors

More information

Mt. San Antonio College Update to Academic Senate June 2011

Mt. San Antonio College Update to Academic Senate June 2011 Mt. San Antonio College Update to Academic Senate June 2011 Distance Learning Committee Contact & Resources Information Program: Distance Learning Contact: Meghan Chen, mchen@mtsac.edu, ext. 5658.; LTC-227

More information

HOW ADOBE PRODUCTS SUPPORT WINDOWS VISTA

HOW ADOBE PRODUCTS SUPPORT WINDOWS VISTA Frequently Asked Questions HOW ADOBE PRODUCTS SUPPORT WINDOWS VISTA This document covers these Adobe products: Adobe Acrobat Adobe Acrobat Connect Professional Adobe Reader Adobe Creative Suite Adobe GoLive

More information

KELLER INDEPENDENT SCHOOL DISTRICT

KELLER INDEPENDENT SCHOOL DISTRICT BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence

More information

Goucher College Help Desk Service Level Agreement

Goucher College Help Desk Service Level Agreement Goucher College Help Desk Service Level Agreement Information Technology Help Desk The Help Desk is the single point of contact for all computer, telephone, voice mail, cable television questions, problems,

More information

Budgeting by Priorities: Budget Proposal Technology Customer Service Center. Support Services

Budgeting by Priorities: Budget Proposal Technology Customer Service Center. Support Services Budgeting by Priorities: Budget Proposal Technology Customer Service Center Strategic Plan Goal: Support Services Problem Statement: Technology has become an increasingly integral part of our core mission,

More information

Office of Information Technology Service Catalog FY2015

Office of Information Technology Service Catalog FY2015 Office of Information Technology Service Catalog FY2015 Office of Information Technology Service Catalog FY2015 Table of Contents Accounts & Passwords... 3 Administrative... 4 Business Tools and Services...

More information

INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Review

INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Review INFORMATION TECHNOLOGY SERVICES TECHNICAL SERVICES 2012 2013 Program Description Technical Services is a service unit in Information Technology Services. The unit: 1. Acquires and distributes new computing

More information

Information Services Department

Information Services Department Effective: July 1, 2008 Support The Information Services Department (ISD) Help Desk will provide a first point of contact for employees for problems involving computer hardware or software. It will be

More information

Solutions Provider. The Service Desk. Not Included:

Solutions Provider. The Service Desk. Not Included: END USER SERVICE DESK LEVEL 1 & 2 CSI s Service Desk provides telephone and e-ticket support. Our cost efficient solution enables support personnel to access client systems providing instant support just

More information

Information Technology IT Support

Information Technology IT Support Information Technology IT Support Mature data governance practices 11 Mature data governance practices as determined by the Data Governance Information Technology, Vice Begin in 2014-15 5.4c, 5.6c Committee.

More information

Hamilton Campus. Information Technology Strategic Project Plan

Hamilton Campus. Information Technology Strategic Project Plan Hamilton Campus Information Technology Strategic Project Plan July 2007 Revised: June 2009 C:\Users\lipnicje\Documents\Documents\MUH IT SP\MUHITSP_final.doc 12/19/12 Page: 1 Table of Contents Executive

More information

Division of Academic Affairs Technology Fee Project Proposal 2014

Division of Academic Affairs Technology Fee Project Proposal 2014 Project Proposal Type Systemic Project Division of Academic Affairs Technology Fee Project Proposal 2014 Proposal Deadline: Tuesday, January 21, 2014 Projects proposed by operational units of the university

More information

Sheridan/Gillette College IT Help Desk Service Level Agreement

Sheridan/Gillette College IT Help Desk Service Level Agreement Sheridan/Gillette College IT Help Desk Service Level Agreement Information Technology Help Desk The IT Help Desk is the single point of contact for all computer, telephone, networking, video conference

More information

ITS HELP DESK SUPPORT. Pace University and ITS Help Desk

ITS HELP DESK SUPPORT. Pace University and ITS Help Desk ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk

More information

Technology Planning Benchmarks

Technology Planning Benchmarks Technology Planning Benchmarks Instructional Technologies Faculty/Staff Computing Support Virtually all of the college s faculty and staff are dependent on a fully functioning, reliable, individual computing

More information

Supplementary Exhibit VI. C. 2. Co-Curricular Outcomes. Office of Information Techonology

Supplementary Exhibit VI. C. 2. Co-Curricular Outcomes. Office of Information Techonology Supplementary Exhibit VI. C. 2. Co-Curricular Outcomes Office of Information Techonology Introduction Information technology has become a crucial factor in the overall mission of institutions of higher

More information

Course Syllabus. Instructional Design and Technology 573 Online Professional Development Use of Technologies in the K-12 Classroom

Course Syllabus. Instructional Design and Technology 573 Online Professional Development Use of Technologies in the K-12 Classroom Course Syllabus Instructional Design and Technology 573 Online Professional Development Use of Technologies in the K-12 Classroom STAR-Online IDT 573 Online Professional Development: Use of Technologies

More information

Office of Information Technology Service Catalog FY2015

Office of Information Technology Service Catalog FY2015 Office of Information Technology Service Catalog FY2015 Office of Information Technology Service Catalog FY2015 Table of Contents Accounts & Passwords... 3 Administrative... 4 Business Tools and Services...

More information

BYOD. School District of New Berlin New Berlin, WI

BYOD. School District of New Berlin New Berlin, WI BYOD School District of New Berlin New Berlin, WI Suburb of Milwaukee K-12 district K-6 elementary schools (4) 7-12 Middle School/High Schools (2) 4700 students, 330 certified staff About Us How do connect

More information

Estrella Mountain Community College Information Technology Plan

Estrella Mountain Community College Information Technology Plan DRAFT Estrella Mountain Community College Information Technology Plan January 2002 DRAFT Information Technology Plan Summary At Estrella Mountain technology serves as the vehicle through which information

More information

USEK Campus Information Technology Strategic Plan August 2008-2012

USEK Campus Information Technology Strategic Plan August 2008-2012 USEK Campus Information Technology Strategic Plan August 2008-2012 Table of Contents Executive Summary Introduction Information Technology Vision Information Technology Strategic Goals and Imperatives

More information

Customer Relationship Management

Customer Relationship Management It s about customers. M Microsoft Customer Relationship Management PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS Microsoft Customer Relationship Management THE GOAL: THE NEED: THE SOLUTION: Provide

More information

University of Illinois at Chicago Campus Auxiliary Services Information Technology & Systems Programming

University of Illinois at Chicago Campus Auxiliary Services Information Technology & Systems Programming University of Illinois at Chicago Campus Auxiliary Services Information Technology & Systems Programming Strategic Plan 2012-2016 Purpose Mission Statement Former Mission Statement pre- 2012 The mission

More information

Information Technology and Communications

Information Technology and Communications Information Technology and Communications City Council City Manager I INFORMATION TECHNOLOGY AND COMMUNICATIONS I '""""'"'"1:11 commimill!itlerrs: Mission Statement To establish strategies, policies and

More information

Admitted Students. Information. Technology. Welcome Packet

Admitted Students. Information. Technology. Welcome Packet Columbia Law School : Information Technology Admitted Students 2014 Information Technology Welcome Packet Columbia Law School Information Technology Helpdesk M- F (9-5) 05/01/14 v1 Information Technology

More information

Technology Master Plan 2010-2015 Irvine Valley College

Technology Master Plan 2010-2015 Irvine Valley College Technology Master Plan 2010-2015 Irvine Valley College Adopted Fall Term 2010 V4.0 Created By: Irvine Valley College Page 1 6/21/2010 Table of Contents Introduction and Overview... 3 Background and Planning

More information

Citrus College. Technology Master Plan 2009-2014 Adopted 2011

Citrus College. Technology Master Plan 2009-2014 Adopted 2011 Citrus College Technology Master Plan 2009-2014 Adopted 2011 Citrus College District Information Technology Master Plan 2009-2014 2011 Update Table of Contents Planning Overview... 3 Background... 4 Factors

More information

Project Plan. Details. Project Overview (What is going to be accomplished) TeamDynamix Project Number: 241095

Project Plan. Details. Project Overview (What is going to be accomplished) TeamDynamix Project Number: 241095 Details Project Name: Data Center Consolidation Project Leads: Guy Falsetti, JJ Urich, Jerry Protheroe Project Manager: Kris Halter Dynamix Project Number: 241095 Project Overview (What is going to be

More information

Technology and the New Normal at Winona State University Thriving in a world of continuous change Technology Fee Presentation

Technology and the New Normal at Winona State University Thriving in a world of continuous change Technology Fee Presentation Technology and the New Normal at Winona State University Thriving in a world of continuous change Technology Fee Presentation Student Fee Management Committee January 13, 2015 (FY16) Overview of Presentation

More information

Office of Information Technology Addendum to Managed Workstation Service Level Agreement

Office of Information Technology Addendum to Managed Workstation Service Level Agreement Office of Information Technology Addendum to Managed Workstation Service Level Agreement This Addendum further defines and explains the Basic Support, Extended Support and Premium Support Level Services

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT

DESKTOP SUPPORT SERVICE LEVEL AGREEMENT DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.

More information

Overview of Divisions, Recent and Approaching Milestones. Office of the Vice President for Information Technology

Overview of Divisions, Recent and Approaching Milestones. Office of the Vice President for Information Technology Overview of Divisions, Recent and Approaching Milestones Office of the Vice President for Information Technology Overview The Office of the Vice President for Information Technology (OVPIT) provides a

More information

LHRIC Network Support - Additional Service Features

LHRIC Network Support - Additional Service Features LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number

More information

State Fair Community College Technology Communication Plan. Prepared By: Mark Haverly Chief Information Officer

State Fair Community College Technology Communication Plan. Prepared By: Mark Haverly Chief Information Officer State Fair Community College Technology Communication Plan Prepared By: Mark Haverly Chief Information Officer November 4, 2011 Introduction... 2 Trigger Event: Begin School Activities... 3 Trigger Event:

More information

HPS TECHNOLOGY REPORT September 9, 2013. Response to a School Committee/Superintendent Goal for 2012-2013

HPS TECHNOLOGY REPORT September 9, 2013. Response to a School Committee/Superintendent Goal for 2012-2013 HPS TECHNOLOGY REPORT September 9, 2013 Response to a School Committee/Superintendent Goal for 2012-2013 WHY NOW? What prompts a broad plan? District/Staff Strategic Plan Priority 2011-2016 School Committee

More information

Center for Instructional Technology Strategic Plan 2007 2011

Center for Instructional Technology Strategic Plan 2007 2011 Center for Instructional Technology Strategic Plan 2007 2011 Last update 8/9/07 CIT's mission The Duke Center for Instructional Technology supports the academic mission of Duke University by helping instructors

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Introduction to Computing @ WSU

Introduction to Computing @ WSU Introduction to Computing @ WSU Table of Contents 1 - Information Technology (IT) Security... 2 Information to Remember... 2 2 - Malware... 2 Information to Remember... 3 3 - Firewalls... 3 Information

More information

Eastern Illinois University information technology services. strategic plan. January,

Eastern Illinois University information technology services. strategic plan. January, Eastern Illinois University information technology services strategic plan January, 2014 Introduction With the selection of emerging technologies as one of the six themes of the university s recent strategic

More information

Customer Relationship Management

Customer Relationship Management It s about customers. M Microsoft Customer Relationship Management PUT YOUR CUSTOMERS AT THE CENTER OF YOUR BUSINESS Microsoft Customer Relationship Management THE GOAL: THE NEED: THE SOLUTION: Provide

More information

GOALS/ACCOMPLISHMENTS

GOALS/ACCOMPLISHMENTS Information Technology Services ITS SERVICE DESK ITS SERVICE DESK GOALS/ACCOMPLISHMENTS FY 2012-2013 SUBMITTED BY: SUZANNE KANE ASSISTANT DIRECTOR, ITS SERVICE DESK OVERVIEW: ITS SERVICE DESK GOALS & OBJECTIVES

More information

MOUNT HOLYOKE COLLEGE. LITS Computer Replacement and Support Strategy for Faculty and Staff Computers

MOUNT HOLYOKE COLLEGE. LITS Computer Replacement and Support Strategy for Faculty and Staff Computers MOUNT HOLYOKE COLLEGE Revised 3/27/12 LITS Computer Replacement and Support Strategy for Faculty and Staff Computers This document outlines the Computer Replacement and Support Strategy for faculty and

More information

Information Technology and Services (IT & S)

Information Technology and Services (IT & S) Information Technology and Services (IT & S) Service Level Agreement (SLA) Table of contents Mission... 3 Scope... 3 Help Desk services... 3 Helpdesk Hours of operations / Service Request... 3 Priority

More information

Information Technology Plan Technology Vision for the Community College

Information Technology Plan Technology Vision for the Community College Information Technology Plan Technology Vision for the Community College At Caldwell Community College and Technical Institute, information technology will be a primary resource for students, faculty, staff,

More information

Kennebec Valley Community College Information Technology Department Service Level Agreement

Kennebec Valley Community College Information Technology Department Service Level Agreement Kennebec Valley Community College Information Technology Department Service Level Agreement 1. Introduction 1.1 Information Technology Department Mission Statement 1.2 Information Technology Department

More information

Section B Standard Five T

Section B Standard Five T Standard Five-T Information Technology Since 2004, the technology support landscape at Lane has undergone dramatic changes. Staff reductions and organizational changes have tested the ability of technology

More information

VVC Technology & Information Resources Catalog of Services

VVC Technology & Information Resources Catalog of Services 1. Information Technology a. Accounts i. Account Management (1) Credential Management (a) Your IT Department manages system credentials on all systems excepting Financial 2000, SnowWhite, Charming and

More information

Planning the Rollout of Your Route It Process

Planning the Rollout of Your Route It Process Planning the Rollout of Your Route It Process When a manual business process becomes an online Route It process, responsibility for the rollout and support belongs to the business process owner. The business

More information

UC Davis School of Medicine Computer Requirements

UC Davis School of Medicine Computer Requirements UC Davis School of Medicine Computer Requirements 1. Computer Ownership Policy 2. Recommended Configurations and Notes 3. Technical Support 4. Purchasing a Computer 5. Financial Aid for Computer Purchases

More information

Computer/Software Requirements. B.F.A. Specialization in Communication Design & Industrial Design

Computer/Software Requirements. B.F.A. Specialization in Communication Design & Industrial Design Computer/Software Requirements 2012/2013 Design Computer/Software Requirements B.F.A. Specialization in Communication Design & Industrial Design Southern Illinois University Carbondale School of Art and

More information

Campus Technology Planning Guidelines

Campus Technology Planning Guidelines Campus Computing and Information Technology All academic and administrative departments are asked to use the attached guidelines when planning for new technology or upgrading existing technology in their

More information

Introduction to Computing @ WSU

Introduction to Computing @ WSU Introduction to Computing @ WSU Table of Contents 1 - Account Information... 2 2 - Setting up Accounts for First Time Use... 3 3 - Important Systems... 4 4 - CaTS Website... 5 5 - Logging into the Campus

More information

Undergraduate and Graduate Students Student Technology Survival Guide

Undergraduate and Graduate Students Student Technology Survival Guide Undergraduate and Graduate Students Technology Survival Guide Student Technology Survival Guide 20104-2015 2014-2015 0 Contact Technology Help Desk My.lasell.edu/technology HelpDesk@lasell.edu 617-243-

More information

WSU Vancouver Information Technology Service Catalog

WSU Vancouver Information Technology Service Catalog WSU Vancouver Information Technology Service Catalog Overview The VIT Service Catalog documents the technology services and support delivered by VIT to its customers. Included are the general levels of

More information

Long Beach City College - IITS 2014-15 Dept Plan. Admin - IITS (Goals)

Long Beach City College - IITS 2014-15 Dept Plan. Admin - IITS (Goals) Long Beach City College - IITS 2014-15 Dept Plan Admin - IITS (Goals) Admin - IITS (Goals) Mission: Instructional and Information Technology Services (IITS) supports the campus, local and global communities

More information

Service Level Agreement

Service Level Agreement Service Level Agreement Occupational Studies Administration Occupational Studies Computer Lab Contract Date 1/25/2005 to 12/31/2005 SLA Contract and Responsible Parties This Service Level Agreement is

More information

About This Guide. Security considerations are denoted by a lock icon.

About This Guide. Security considerations are denoted by a lock icon. About This Guide This guide introduces students to some of the technology resources available at the University of Iowa, with the aim of making those resources easily accessible. It is an overview of the

More information

46 years of success Anne Arundel Community College. State of Technology at AACC

46 years of success Anne Arundel Community College. State of Technology at AACC State of Technology at AACC Desktop Computing Perspective 3,141 PCs and laptops in use 1,818 used for instruction 1,323 in support of faculty and staff Instructional PCs replaced every 3 years, faculty

More information

CSG Windows Support Policy

CSG Windows Support Policy CSG Windows Support Policy This document describes the policies for service and support of computers running Microsoft Windows used by faculty and staff in the departments of Computer Science, Mathematics

More information

Distance Education Annual Report 2008-2009

Distance Education Annual Report 2008-2009 Distance Education Annual Report 2008-2009 Prepared by Howard Story Faculty Coordinator, Distance Education/Media Alice Grigsby Director, Learning Resources Table of Contents Program Overview... 3 5 Statistical

More information

Windows 7 IMPLEMENTATION PLAN. Version 1.3

Windows 7 IMPLEMENTATION PLAN. Version 1.3 Windows 7 IMPLEMENTATION PLAN Version 1.3 1. Introduction 1.1. Purpose To upgrade the Northeastern State University PC inventory to the Windows 7 operating system. 1.2. System Overview Windows XP is currently

More information

UTech Services Announces New Helpdesk Service Request System!!

UTech Services Announces New Helpdesk Service Request System!! Contents UTech Services Announces New Helpdesk Service Request System!!... 2 Requesting Assistance from Utech Services using Footprints... 3 3 Ways to Request Support... 3 HOW TO USE THE SELF SERVICE PORTAL...

More information

Central Carolina Technical College Department of Information and Learning Technologies Service Level Agreement for Existing Services December 3, 2014

Central Carolina Technical College Department of Information and Learning Technologies Service Level Agreement for Existing Services December 3, 2014 Department of December 3, 2014 Table of Contents Service Support Service Level Agreement... 3 Vision... 3 Mission... 3 Service Support and Delivery... 3 Scope... 4 Customer Service Statement... 4 Support

More information

imvision System Manager

imvision System Manager SYSTIMAX Solutions imvision System Manager Infrastructure Management Software www.commscope.com imvision System Manager Vision imvision System Manager can provide a complete view of your physical infrastructure,

More information

Lancaster City School District. Technology Plan July 1, 2012 to June 30, 2015

Lancaster City School District. Technology Plan July 1, 2012 to June 30, 2015 Lancaster City School District Technology Plan July 1, 2012 to June 30, 2015 Adopted on May 22, 2012 SPECIAL THANKS The following people collaborated on this transformative plan for educational technology

More information

Designing IT Platform Collaborative Applications with Microsoft SharePoint 2003 Workshop

Designing IT Platform Collaborative Applications with Microsoft SharePoint 2003 Workshop Designing IT Platform Collaborative Applications with Microsoft SharePoint 2003 Workshop Course 8036: Two days; Instructor-led Microsoft Certified Professional Exams No Microsoft Certified Professional

More information

IT Help Desk Management Survey Questionnaire January 2007

IT Help Desk Management Survey Questionnaire January 2007 IT Help Desk Management Survey Questionnaire January 2007 Thank you for participating in the IT Help Desk Management study being conducted by the EDUCAUSE Center for Applied Research, or ECAR. This survey

More information

SIEBEL ECUSTOMER. Siebel ecustomer Self-Service Application

SIEBEL ECUSTOMER. Siebel ecustomer Self-Service Application SIEBEL ECUSTOMER Oracle s Siebel Customer Relationship Management (CRM) applications enable organizations to sell to, market to, and serve their customers more effectively across multiple channels in any

More information

REQUEST FOR INFORMATION # 2012-08-1700 FOR. Customer Relationship Management (CRM) AS PER THE SPECIFICATIONS LISTED HEREIN

REQUEST FOR INFORMATION # 2012-08-1700 FOR. Customer Relationship Management (CRM) AS PER THE SPECIFICATIONS LISTED HEREIN REQUEST FOR INFORMATION # 2012-08-1700 FOR Customer Relationship Management (CRM) AS PER THE SPECIFICATIONS LISTED HEREIN PROPOSAL DUE DATE: 08/10/2012 PROPOSAL DUE TIME: 9:00 AM, EST REQUESTED BY: THE

More information

Getting Connected. Student Technology Services

Getting Connected. Student Technology Services Getting Connected Student Technology Services 2015-2016 Contents Welcome 3 Your Computer 4 Network Services 5 Network Assistance 6 Emergency Notification 8 Labs and Printing 9 Student Technology Store

More information

Keeping your Java updated Software updates using ITS desktop management. March 2015. William Neville wpjneville@mun.ca Bill Hearn bhearn@mun.

Keeping your Java updated Software updates using ITS desktop management. March 2015. William Neville wpjneville@mun.ca Bill Hearn bhearn@mun. Keeping your Java updated Software updates using ITS desktop management March 2015 William Neville wpjneville@mun.ca Bill Hearn bhearn@mun.ca Agenda What is SCCM? Why SCCM? Who has SCCM? Software Updates

More information

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division

Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division Service Level Agreement Between: Computing and Informational Technology And The Finance and Business Operations Division 1/9 1. Executive Summary This Service Level Agreement ( SLA ) is between Computing

More information

NASA Shared Services Center Customer Contact Center

NASA Shared Services Center Customer Contact Center System for Administration, Training, and Educational Resources for NASA NASA Shared Services Center Customer Contact Center 2007 SATERN Administrator Summit Johnson Space Center Houston, TX Joey Hannah

More information

Information Technology Services

Information Technology Services Information Technology Services High Tech Rooms Systems Blackboard content management system Capture recordings Social media tools Internet and Intranet resources Clinical skills video and assessment capture

More information

Computing Services and Systems Development 2015 2016 PittStart

Computing Services and Systems Development 2015 2016 PittStart Computing Services and Systems Development 2015 2016 PittStart CSSD @ Pitt We provide the technology tools and services that make your life at Pitt easier! Visit us at technology.pitt.edu Presentation

More information

IMT Performance Metrics and Qualitative Feedback

IMT Performance Metrics and Qualitative Feedback IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton Content Page 1.0 Executive Summary 1 1.1 Summary of statistics 2 2.0 Service performance 3 2.1 Significant incidents 3 2.1.2

More information

Core Data Service 2015 IT Domain Definition Change Overview

Core Data Service 2015 IT Domain Definition Change Overview Core Data Service 2015 IT Domain Definition Change Overview Administration and Management of IT Administration of central IT organization CIO or CTO position Institutional IT planning Financial planning

More information