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Who ... What ... Where

Learn how UVM CIT's various departments work together to promote and support the use of information technology at the University of Vermont. Services include academic computing, technical support, computer operations, and more.

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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 Common 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 Common 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 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”

  11. 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”

  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

  16. Most referrals: Client Services • Create Footprint • Assign to Client Services – CIT • Walk-in an option? • Appropriate person contacts client • Problem solved

  17. 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

  18. 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 …

  19. Not sure where to refer • Create Footprint • Assign to Dean Williams • Appropriate person or group contacts client • Problem solved

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

  22. Department Based IT People • Education & Social Services • Continuing Education

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

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