who ... what ... where

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• Enhanced 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• Enhanced 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

• Service 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

• Service 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• #3 Principle: “I don’t know” is never the

final answer.

Most referrals: Client Services

• Create Footprint• Assign to Client Services – CIT

Walk-in an option? • Appropriate person contacts client• Problem solved

Can take 2-3 weeks; no promises• Frustrated client? Department chair,

dean, executive? Talk with Bess or Dean.

Referral to Network Services

• Permission to enter note!• Create Footprint

Title: room & building

• Assign to Dean Williams• Network Services contacts client• Problem solved• But if it’s a whole floor or building …

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

Not sure where to refer

• Create Footprint• Assign to Dean Williams• Appropriate person or group contacts

client• Problem solved• We do more than solve problems

Prepurchase consulting How would I go about doing …

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

• Education & Social Services

• Continuing Education

Departmental IT Support Matrix

• Different rules for handling clients from each department or college

• Matrix from Bess• Varies for

Students Grad students Faculty and staff

Do we do … windows?

• Recommended software: CIT Web pages

• Do we know the answer anyway?