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

Who ... What ... Where

Sorting out CIT, departmental technology support, and how we all work together

CIT’s Mission

To foster

and support the use

of information technology

at UVM

CIT’s Products & Services

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 Departments

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

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

You Are Here: Client Services

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

Client Services: Our Goal

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

Network Services: Truth or Myth?

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?

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

More True or False: Microcomputer Services “Depot”

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”

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

Academic Computing Services

Faculty Center for Teaching and Learning (CTL) Statistics “New” media Humanities

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

How can I remember?

Don’t worry:

Rely on the Referral Process

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

Most referrals: Client Services

Create Footprint Assign to Client Services – CIT

– Walk-in an option?

Appropriate person contacts client Problem solved

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

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 …

Not sure where to refer

Create Footprint Assign to Dean Williams Appropriate person or group contacts client Problem solved

Department Based IT People

Special Folks– School of Natural Resources

Jonathan Trigaux

– Agriculture & Life Sciences Stefanie Ploof

– Nursing and Health Sciences Ben Schacher

Department Based IT People

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

Department Based IT People

Education & Social Services Continuing Education

Do we do … windows?

Recommended software: – CIT Web pages

Do we know the answer anyway?