who... what... where sorting out cit, departmental technology support, and how we all work together
TRANSCRIPT
Who ... What ... Where
Sorting out CIT, departmental technology support, and how we all work together
CIT’s Mission
To foster
and support the use
of information technology
at UVM
CIT’s Products & Services
Institutional level Technology for teaching and learning Electronic communications infrastructure Web-based services Voice & data networks Computer purchases and repair $14.7 million
CIT’s Departments
Academic Computing Services
Administrative Information Systems
Technical Support Group
Client Services Computer Operations Media Resources
Microcomputer Services Depot
Telecommunications Network Services Business Office Web Team
CIT’s Departments
Academic Computing Services
Administrative Information Systems
Technical Support Group
Client Services Computer Operations Media Resources
Microcomputer Services Depot
Telecommunications Network Services Business Office Web Team
You Are Here: Client Services
Free services Computer labs Software & networking
– standards – education – support – consult & advise
individuals & departments
Servers Accounts 100 class and meeting
rooms multimedia
development labs equipment for loan Executive offices
Client Services: Our Goal
Help students, faculty, staff make best use of computing, media, & related technologies
– connecting them with learning resources that build confidence and independence
– promoting high-quality tools
– providing help and guidance
– managing resources for greatest benefit
Network Services: Truth or Myth?
New network ports Router configuration Ethernet cables Install network adapters Outlook configuration Replace dead hub or
switch
Zoo accounts Common LAN Services
(Gemini) accounts Wireless access points Minihubs for triples
Network Services: Truth or Myth?
New network ports Router configuration Network cables Install network adapters Outlook configuration Replace dead hub or
switch
Zoo accounts Common LAN Services
(Gemini) accounts Wireless access points Minihubs for triples
More True or False: Microcomputer Services “Depot”
Fix computer that won’t shut down
Sell Apple Macintosh, iMac, iBook
Sell Dell Inspiron and Dimension
Service IBM, Gateway, and Compaq
Sell software Sell Palm Pilot Service printers
Sell network cables Re-image computers
bought through UVM Install software Pick up water-soaked
system unit, under warranty, in Tupper
Install new hardware
More True or False: Microcomputer Services “Depot”
Fix computer that won’t shut down
Sell Apple Macintosh, iMac, iBook
Sell Dell Inspiron and Dimension
Service IBM, Gateway, and Compaq
Sell software Sell Palm Pilot Service printers
Sell network cables Re-image computers
bought through UVM Install software Pick up water-soaked
system unit, under warranty, in Tupper
Install new hardware
Academic Computing Services
Faculty Center for Teaching and Learning (CTL) Statistics “New” media Humanities
Administrative Information Systems
Student Information System (Banner, SIS)– Web access– Oracle on Giraffe.uvm.edu
Human Resources System (HRS)– Bluezone 3270 to uvmvm.uvm.edu
Financial Records System (FRS)– Bluezone and Web
Technical Support Group
How can I remember?
Don’t worry:
Rely on the Referral Process
Referrals and Escalations-- or --
I don’t think we can fix this over the phone
#1 Principle: CIT is one big happy family– Corollary: Once they’ve called CIT, we’ll handle
referrals internally
#2 Principle: Details, details, details
Most referrals: Client Services
Create Footprint Assign to Client Services – CIT
– Walk-in an option?
Appropriate person contacts client Problem solved
Referral to Microcomputer Services
Apple, IBM, Dell Optiplex & Latitude Create Footprint
– With full system detail
Assign to Dean Williams Williams talks with Andy G., Joe P. Microcomputer Services contacts client Problem solved
Referral to Network Services
Permission to enter? Create Footprint
– Title: room & building
Assign to Dean Williams Network Services contacts client Problem solved But if it’s a whole floor or building …
Not sure where to refer
Create Footprint Assign to Dean Williams Appropriate person or group contacts client Problem solved
Department Based IT People
Special Folks– School of Natural Resources
Jonathan Trigaux
– Agriculture & Life Sciences Stefanie Ploof
– Nursing and Health Sciences Ben Schacher
Department Based IT People
Alumni & Development Medicine Business Engineering & Math Administrative & Facilities Services (AFS) Libraries Web Team Arts & Sciences Campus Life & Student Affairs: ResLife
Department Based IT People
Education & Social Services Continuing Education
Do we do … windows?
Recommended software: – CIT Web pages
Do we know the answer anyway?
