IT Priorities and Concerns

Update

December 19, 2006

Category Priorities

1. E-mail2. Help Desk/IT Customer Service3. Wireless4. Web5. Networking6. Software Licensing7. Audio Visual8. Goldmine/Banner9. Training Users

1. E-mail

• It is a file system (duplicate documents)

• It is used to send attachments by information technology staff

• Preferred method to share files between the campus community

• Problems: Insufficient Quota

• MailMine: Not transperent to users

• LiveMail: Will it be better for students?

2. Help Desk/Customer Relations

• The help desk is the first contact with the users

• The help desk should take ownership of each call and follow until completion

• The user should hold the help desk accountable for the satisfaction level of the request

Help Desk

• Need to be certified in basic computer skills to solve the problem without passing the call to second level support every time.

• Help desk call tracking and communicate with user can improve customer relations.

• Help desk should not assume that all is working because the help desk computer is working.

Customer Relations

• Response time is slow, a week is too long

• Second level support has to get back with the users until problem is resolved

• Develop a plan to improve the image of IT

• Establish a Long-term plan to improve services

3. Wireless

• Very slow bandwidth

• Connection to wireless problems

• Uncompleted or un-configured access points on campus

• SSID not advertised to customers

• Not utilized to its potential because of configuration limitations

• Insufficient man power to manage wireless

4. Web

• David Novick’s presentation to Deans• Campus Director of Web Content• Slow sites• Links names are hard to remember• No student Web sites• No IT coordination of technical features,

content, and implementation strategy• Web team is always too busy

5. Networking

• Explanation of Networking costs– Gigabyte connection to desktops– Cost of data ports is not popular

• VPN should be accessible to all including students without having to active a VPN account

• Accurate and reliable inventory of data ports

• Network slow sometimes?

6. Software Licensing

• Unreasonable inventory of licenses for users (request requisition)

• IT not able to keep track of licenses

• IT not able to maintain license server (SPSS)

• Process to request site licensing is slow (Mathematica, Minitab)

• Mainly, UTEP licensing of Microsoft

Software Licensing (2)

• Establish a software group– Identify software applications for teaching– Evaluate software– Recommend beneficial site licenses– Software accessibility for students

7. Audio Visual

• More classrooms with technology

• Takes more work to take movable projectors to classrooms

• Necessary to facilitate teaching?

8. Goldmine/Banner

• Limited Banner programming support

• Need accurate Banner reports

• Consistent Banner records

9. Training

• Consortium for end-user training– VoIP deployment– Windows Vista

• E-mail features

• User information such as: after hours support hours, and system down times.

• Banner

Conclusion

• Information from 3 colleges and administrative areas.