Please hold all questions until the morning break Contact: Wes James, John Weeks or Bonnie B. Banner...

Please hold all questions until Please hold all questions until the morning breakthe morning break

Contact: Contact: Wes James, John Weeks or Wes James, John Weeks or

Bonnie B. Banner Bonnie B. Banner During the Morning Break During the Morning Break

CNR Technical support (CTS)CNR Technical support (CTS)

What is What is ‘CTS’?‘CTS’?

‘‘CTS’ = CTS’ = ‘CNR Technical Support’‘CNR Technical Support’

– Wes James– John Weeks– Bonnie B. Banner– USU IT Service Desk

(USU Information Technology)

http://www.cnr.usu.edu/cnrnet/http://www.cnr.usu.edu/cnrnet/

CTS Serving

CNR

Faculty, Staff

and Students

Wes James

John Weeks Bonnie B. Banner

USU IT Service Desk

What is ‘CTS’? ‘CTS’ = ‘CNR Technical Support’What is ‘CTS’? ‘CTS’ = ‘CNR Technical Support’

http://www.cnr.usu.edu/cnrnet/http://www.cnr.usu.edu/cnrnet/

CNR Technical Support (CTS)CNR Technical Support (CTS)

Wes James–NR Building

–BNR Building

–MAC

–PC


John Weeks–JQL Building

–SMAC Group

–PC

–UNIX


Bonnie B. Banner– CNR GEOSPAtial Sciences Teaching Lab

(GEOSPA) BNR208– Utah Statewide ESRI Higher Education

Site License (GIS) – Leica Geosystems ERDAS Imagine

USU HEAK Site License (RS) – Scheduling for Quinney Library Computer Labs


USU IT Service Desk–Additionally you may call the USU IT

Service Desk –Some calls unique to CNR may be

referred to Wes, John, and Bonnie–Phone: 797-HELP

Web Site: http://it.usu.edu

How do I provide How do I provide feedbackfeedback to CTS? to CTS?

CNR CNR TechnicalTechnical Support (CTS) Support (CTS)

CNR Technical Support (CTS) CNR Technical Support (CTS) FeedbackFeedback

• Contact CTS Directly. • Contact IT Advisory Committee

Representatives.–ENVS: Mike Dietz–WATS: Jiming Jin–WILD: Peter Adler–Dean’s Office: Trish Blair

How Does CTSHow Does CTSPrioritizePrioritize

Requests?Requests?

CTS Statement of Work PrioritiesCTS Statement of Work Priorities

• Work priorities were generated by the IT Ad Hoc Committee in 2007

• The committee consisted of Matt Baker, Tom Edwards, Fred Baker, Cliff Craig, Steve Funk, Nat Frazer, Nancy Mesner, and CTS


Mission– CTS supports USU and CNR missions

of teaching, research and extension only.


Not Supported– Non-USU owned computers– Networking in personal households

• USU IT Service Desk provides some support options for personal computers and home networking


Hierarchy of Response: – Teaching Labs – Common Resources

(e.g., servers, CNR data, accounting)

– Individual Teaching, Research, & Extensions needs.


Prioritization Concerns–Faculty, staff and students dissatisfied

with response times may direct comments to the CNR IT Advisory Committee, the Associate Dean, or the Dean.



Bonnie B. Banner Bonnie B. Banner During the Morning BreakDuring the Morning Break



John Weeks

Upcoming Changes:


• Upcoming Changes:

–Service Desk Integration w/ USU IT

–Email Distribution Lists

CNR Technical Support (CTS)CNR Technical Support (CTS)USU IT Service Desk Integration• We are considering integration with USU IT

Service Desk as the initial point of contact• Potential improvements:

• Request Routing• Metrics• Task Resolution• Feedback• Extended Coverage Hours

• We would like your input

USU IT Service Desk IntegrationUSU IT Service Desk Integration

What changes would occur?• You may contact USU IT Service Desk, Wes, John, or

Bonnie by telephone, email, or scheduled office visits• Requests submitted to any CNR / USU tech. staff will be

resolved or routed to the appropriate person• Junior technical support staff at the USU IT Service Desk

may initiate your request• Wes, John, and Bonnie will submit your requests using

“Footprints” (the USU IT issue tracking program)


• We want your feedback before implementation

• There was initial frustration with the USU IT Service Desk call tracking program “Footprints”, i.e. cryptic email


• Have these issues been satisfactorily resolved?

• If you have comments, please find us during the break


CNR Email Distribution Lists• New Departmental Email Lists updated today• Generated from Faculty and Staff Web Page

CNR Email Distribution ListsCNR Email Distribution Lists

CNR Email Distribution ListsCNR Email Distribution Lists

• Supplemental Lists are provided for additions and exceptions (i.e. affiliation with a second department)

• Quarterly Emails will be sent stating which email lists you are included upon

Email List EditorsEmail List Editors

• LanaWILD

• Enid WATS

• Tracy ENVS Faculty & Staff

• Becky ENVS Grads

• TrishDean’s Office



Bonnie B. Banner Bonnie B. Banner During the Morning BreakDuring the Morning Break



Wes JamesOS, Hardware, and FAQ


OS, Hardware, and FAQ–Microsoft Vista

–Older Hardware Support

–Hardware Purchasing Discounts

–FAQ for New Faculty and Grads


Microsoft Vista

– Not recommend at this time– Limited Application support– No significant reasons to migrate– Slower than XP– Ok for Office applications and web browsers– Demo PC available (contact John)


Hardware Hardware older than 5 years is

supported by the USU IT Service Desk


• HardwareHardware Purchasing Discounts:

–34% below Educational Pricing–http://it.usu.edu/qd/–USU Dell / Mac Quantity Discount


New Faculty and Graduate Students: New faculty or staff with support issues:

– Please send an email to:

[email protected]– Graduate Students send to:

[email protected]


Thank you for your time We will answer your questions during the morning

break and take your comments, questions and responses from the following pages.

CTS:Wes James John Weeks Bonnie B. Banner

Submit Your Comments BelowSubmit Your Comments Below________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Submit Your Responses BelowSubmit Your Responses BelowDo you Use the following Utah State University Information Technology (USU IT) Service Desk Options? 1. A-Z Services Page: __Yes __No 2. How would you rate this site? __Excellent __Good __Fair __Poor

3. Frequently Asked Questions: __Yes __No 4. How would you rate this site? __Excellent __Good __Fair __Poor

5. Software Licensing Site: __Yes __No6. How would you rate this site? __Excellent __Good __Fair __Poor

7. Training Site: __Yes __No 8. How would you rate this site? __Excellent __Good __Fair __Poor

9. Tutorials Site: __Yes __No 10. How would you rate this site? __Excellent __Good __Fair __Poor

11. Downloads Page: __Yes __No12. How would you rate this site? __Excellent __Good __Fair __Poor

Submit Your Responses BelowSubmit Your Responses BelowDo you Utilize the following USU IT Service Desk Technical Support Options? 1. Contact US: __Yes __No 2. Rate the level of the Contact Us support. __Excellent __Good __Fair __Poor

3. [email protected]: __Yes __No4. Rate the level of the servicedesk Email support. __Excellent __Good __Fair __Poor

5. Phone the USU IT Service Desk with your support question: __Yes __No 6. Rate the level of the Phone support. __Excellent __Good __Fair __Poor

7. Submit an Online Support Request through the USU IT Footprints: __Yes __No 8. Rate the level of Footprints support. __Excellent __Good __Fair __Poor Thank you for your help and time. CTS

Please hold all questions until the morning break Contact: Wes James, John Weeks or Bonnie B. Banner...

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