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Who ... What ... Where

Who ... What ... Where. Sorting out CIT, departmental technology support, and how we all work together. To foster and support the use of information technology at UVM. CIT’s Mission. Institutional level Technology for teaching and learning Electronic communications infrastructure

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Who ... What ... Where

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  1. Who ... What ... Where Sorting out CIT, departmental technology support, and how we all work together

  2. To foster and support the use of information technology at UVM CIT’s Mission

  3. 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 Products & Services

  4. 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

  5. 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

  6. 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 You Are Here: Client Services

  7. 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 Client Services: Our Goal

  8. New network ports Router configuration Ethernet cables Install network adapters Outlook configuration Replace dead hub or switch Zoo accounts Enhanced LAN Services (Gemini) accounts Wireless access points Minihubs for triples Network Services: Truth or Myth?

  9. New network ports Router configuration Network cables Install network adapters Outlook configuration Replace dead hub or switch Zoo accounts Enhanced LAN Services (Gemini) accounts Wireless access points Minihubs for triples Network Services: Truth or Myth?

  10. Fix computer that won’t shut down Sell Apple Macintosh, iMac, iBook Service 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”

  11. Fix computer that won’t shut down Sell Apple Macintosh, iMac, iBook Service 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”

  12. Academic Computing Services • Faculty • Center for Teaching and Learning (CTL) • Statistics • “New” media • Humanities

  13. 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

  14. How can I remember? Don’t worry: Rely on the Referral Process

  15. 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 • #3 Principle: “I don’t know” is never the final answer.

  16. Most referrals: Client Services • Create Footprint • Assign to Client Services – CIT • Walk-in an option? • Appropriate person contacts client • Problem solved • Can take 2-3 weeks; no promises • Frustrated client? Department chair, dean, executive? Talk with Bess or Dean.

  17. Referral to Network Services • Permission to enter note! • Create Footprint • Title: room & building • Assign to Dean Williams • Network Services contacts client • Problem solved • But if it’s a whole floor or building …

  18. 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

  19. Not sure where to refer • Create Footprint • Assign to Dean Williams • Appropriate person or group contacts client • Problem solved • We do more than solve problems • Prepurchase consulting • How would I go about doing …

  20. Department Based IT People • Special Folks • School of Natural Resources • Jonathan Trigaux • Agriculture & Life Sciences • Stefanie Ploof • Nursing and Health Sciences • Ben Schacher

  21. Alumni & Development Medicine Business Engineering & Math Administrative & Facilities Services (AFS) Libraries Web Team Arts & Sciences Campus Life & Student Affairs: ResLife Education & Social Services Continuing Education Department Based IT People

  22. Departmental IT Support Matrix • Different rules for handling clients from each department or college • Matrix from Bess • Varies for • Students • Grad students • Faculty and staff

  23. Do we do … windows? • Recommended software: • CIT Web pages • Do we know the answer anyway?

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