Office of Technology Services Towson University Client Support Services

1. Office of Technology Services Towson University Client Support Services Cross Campus Technology Group-Customer Support Meeting March 19, 2010

2. Overview • OTS Client Support Services • Successories • Student Computing Services • Faculty/Staff Help Center • Distributed Support Services • Additional Technical Support • Classroom and Presentation Technology

3. OTS Client Support Services Towson University Client Base (2009) • Total Students: 21,177 • Total Faculty: 1,492 • Total Staff : 1,473 OTS Has Three Client Support Service Centers • Student Support • Faculty/Staff Support • Telecommunications

4. Client Volume Metrics Year 2009 Student Support • 12,902 telephone calls Faculty/Staff Support • 9,139 telephone calls • 9,704 e-mails • 3,565 Technology Support Requests (TSRs)

5. Successories • Rotations of Field Staff: minimum 4 hour weekly shifts in the Faculty/Staff Help CenterDaily Digest: university publishes a daily e-mail announcement of campus new briefs • OTS Alerts: installed on computer Desktops; alerts posted regarding enterprise services including network, web, e-mail, etc. • OTS Tools: repository of IT tools for common tasks, e.g. e-mail quotas, temporary admin rights, etc.

6. Successories • After Hours Client Service: • Client calls are directed to an outsourced service to provide client support or escalate critical issues • If critical services, e.g. network, PeopleSoft, e-mail, are disrupted, issues are escalated to the OTS on-call phone • OTS on-call telephone provides incident response to critical services

7. Successories • Knowledge Center: searchable database archive of documents on hardware and software procedures, workarounds, and fixes • OTS Training: provides workshops, one-on-one appointments, self-help documents and movies; and licenses to Lynda.com • SharePoint: announcements, help keep the staff informed and up-to-date • Strong partnership with Enterprise Services (Engineering): Operations Center, Engineer on Duty concept • Quality of Service Metrics: fast provider and manager feedback using comment cards and e-mail surveys

8. Faculty/Staff Help Center Survey

9. Distributed Support Comments

10. Daily Digest

11. OTS Alerts

12. OTS Tools

13. OTS Student Computing Services General Services Provided • Service Desk – provides technical support and troubleshooting assistance to students via telephone, e-mail, and walk-up • Lab – general use PCs supported by Service Desk staff • Learning Center – student group collaboration and individualized consultation with SCS staff • Studio – multimedia production tools and recording environment • Since Fall 2008, SCS has also provided network connectivity assistance to students in TU-managed residence halls

14. OTS Student Computing Services New and/or Notable • SCS incorporates a hierarchical student staff structure including student management and tracks/placements throughout OTS • The Service Desk is authorized to make hardware repairs on in-program Dell laptops • The Service Desk serves as a depot for off-site repairs to student-owned Macs • The Lab is engaged in a green computing initiative – 16 NComputing stations and general power management

15. OTS Student Computing Services New and/or Notable • Among our most popular services is walk-up support for students experiencing problems with their laptops

16. Faculty/Staff Help Center • 24/7 support for select services is available after hours (Apollo, TeleRep) • Triage and service prioritization moves things forward to the next step; 1-hour response target • A central dispatch model that emphasizes ownership and accountability is used for on-site technical support; 4-hour response target • Field Support staff rotate into the Faculty/Staff Help Center to augment coverage and gain cross-training experience • Staff use Macs running Windows via VMFusion; no excuses

17. Triage Protocols

18. Staff Mac-Windows Computers

19. Client Feedback

20. Distributed Support Services Organization • Precinct model breaks up the campus into easier-to-access, relationship-based areas • Each precinct has a Team Lead • Client Comment cards (pass around samples) Client rating of 3.9 (out of possible 4.0) on client comment cards Services Provided • On-site technical support • Computer Trade-Up Program • Hardware and software purchasing consultation • Providing information about other OTS services and brokering services

21. Precincts

22. Additional Technical Support • Campus Technology Coalition: provides formal structure for OTS to communicate, collaborate, cooperate, and coordinate with IT staff in colleges and departments at the university • Lab Support Team: provides support and assistance to department lab managers including lab TU Labs Group, images, and Organizational Unit management • Mac Support Team: provides support and assistance to Mac clients including Mac Corner Web Site, Mac User Group; Mac User Registry; standard image; and self-help documents • PDA and Smartphone Team: provides pre-purchase, purchase, installation, and support for these devices

23. Classroom Presentation Technology • Towson University currently has 259 technology-enabled spaces • Classrooms are categorized in the following five tiers • Tier 1: LCD Projector with wall plate connectors • Tier 2: Podium, computer, document camera, VCR/DVD player • Tier 3: Crestron or Extron pushbutton control panel, connection to RoomView Server • Tier 4: Crestron TouchPanel control system, connection to Roomview Server, Smart Panel Interactive Pen Display • Tier 5: Polycom video conferencing system, MediaSite class record, LCD Displays

24. Classroom Presentation Technology Classroom and Presentation Technology provides: • Planning and design services • The Smart Classroom Virtual Tour : information and photos for each smart classroom • Crestron RoomView Server: Allows remote monitoring and control of classroom control systems that are connected • Smart classroom computers added to Organizational Unit

25. Classroom Presentation Technology • On Call Contract has been awarded • Result of competitive bid • Visual Sound/Kunz AV • One year with 4 annual renewals • The On Call Contract has made new equipment available on the Classroom Technology Cost Sheet • Smart Interactive Pen Displays and Smart Boards • Crestron and Extron Control Systems • LCD Displays • Microphones • Additional projectors and document cameras • New options for desktop cable management

26. Classroom Presentation Technology • To initiate work for new or renovation of classroom technology space • Department contacts OTS Classroom and Presentation Technology Manager • Department with Classroom and Presentation Technology Manager create a scope of work, project plan, etc. • Classroom and Presentation Technology Manager contacts Contact Visual Sound/Kunz AV for quote • After quote, project plan is approved and have been signed off the department provides budget code for purchase requisition • Work requests for electric, data, etc are prepared by OTS and forwarded to department for signature • Procurement Flowchart • Purchase requisitions are input by OTS business office

27. OTS Contacts