Office of Technology Services Towson University Client Support Services Cross Campus Technology...
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Transcript of Office of Technology Services Towson University Client Support Services Cross Campus Technology...
Office of Technology ServicesOffice of Technology Services
Office of Technology Services
Towson University Client Support Services
Cross Campus Technology Group-Customer Support Meeting
March 19, 2010
Office of Technology ServicesOffice of Technology Services
• OTS Client Support Services • Successories• Student Computing Services• Faculty/Staff Help Center• Distributed Support Services • Additional Technical Support• Classroom and Presentation Technology
Overview
Office of Technology ServicesOffice of Technology 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
OTS Client Support Services
Office of Technology ServicesOffice of Technology Services
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)
Client Volume Metrics
Office of Technology ServicesOffice of Technology Services
• 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.
Successories
Office of Technology ServicesOffice of Technology Services
• 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
Successories
Office of Technology ServicesOffice of Technology Services
• 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
Successories
Office of Technology ServicesOffice of Technology 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
OTS Student Computing Services
Office of Technology ServicesOffice of Technology 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
OTS Student Computing Services
Office of Technology ServicesOffice of Technology Services
New and/or Notable
• Among our most popular services is walk-up support for students experiencing problems with their laptops
OTS Student Computing Services
Office of Technology ServicesOffice of Technology Services
• 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
Faculty/Staff Help Center
Office of Technology ServicesOffice of Technology 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
Distributed Support Services
Office of Technology ServicesOffice of Technology Services
• 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
Additional Technical Support
Office of Technology ServicesOffice of Technology Services
• 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
Classroom Presentation Technology
Office of Technology ServicesOffice of Technology Services
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
Classroom Presentation Technology
Office of Technology ServicesOffice of Technology Services
• 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
Classroom Presentation Technology
Office of Technology ServicesOffice of Technology Services
• 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
Classroom Presentation Technology