Transcript All About CIT

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
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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
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Academic Computing
Services
Administrative
Information Systems
Technical Support
Group
Client Services
Computer Operations
Media Resources
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Microcomputer
Services Depot
Telecommunications
Network Services
Business Office
Web Team
CIT’s Departments
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Academic Computing
Services
Administrative
Information Systems
Technical Support
Group
Client Services
Computer Operations
Media Resources
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Microcomputer
Services Depot
Telecommunications
Network Services
Business Office
Web Team
You Are Here: Client Services
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Free services
Computer labs
Software & networking
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standards
education
support
consult & advise
individuals &
departments
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Servers
Accounts
100 class and meeting
rooms
multimedia
development labs
equipment for loan
Executive offices
Client Services: Our Goal
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Help students, faculty,
staff make best use of
computing, media, &
related technologies
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connecting them with
learning resources that
build confidence and
independence
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promoting high-quality
tools
providing help and
guidance
managing resources for
greatest benefit
Network Services: Truth or Myth?
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New network ports
Router configuration
Ethernet cables
Install network adapters
Outlook configuration
Replace dead hub or
switch
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Zoo accounts
Common LAN Services
(Gemini) accounts
Wireless access points
Minihubs for triples
Network Services: Truth or Myth?
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New network ports
Router configuration
Network cables
Install network adapters
Outlook configuration
Replace dead hub or
switch
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Zoo accounts
Common LAN Services
(Gemini) accounts
Wireless access points
Minihubs for triples
More True or False:
Microcomputer Services “Depot”
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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
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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”
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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
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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
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Faculty
Center for Teaching and Learning (CTL)
Statistics
“New” media
Humanities
Administrative Information Systems
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Student Information System (Banner, SIS)
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Human Resources System (HRS)
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Bluezone 3270 to uvmvm.uvm.edu
Financial Records System (FRS)
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Web access
Oracle on Giraffe.uvm.edu
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
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#1 Principle: CIT is one big happy family
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Corollary: Once they’ve called CIT, we’ll handle
referrals internally
#2 Principle: Details, details, details
Most referrals: Client Services
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Create Footprint
Assign to Client Services – CIT
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Walk-in an option?
Appropriate person contacts client
Problem solved
Referral to Microcomputer Services
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Apple, IBM, Dell Optiplex & Latitude
Create Footprint
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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
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Permission to enter?
Create Footprint
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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
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Create Footprint
Assign to Dean Williams
Appropriate person or group contacts client
Problem solved
Department Based IT People
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Special Folks
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School of Natural Resources
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Agriculture & Life Sciences
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Jonathan Trigaux
Stefanie Ploof
Nursing and Health Sciences
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Ben Schacher
Department Based IT People
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Alumni & Development
Medicine
Business
Engineering & Math
Administrative & Facilities Services (AFS)
Libraries
Web Team
Arts & Sciences
Campus Life & Student Affairs: ResLife
Department Based IT People
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Education & Social Services
Continuing Education
Do we do … windows?
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Recommended software:
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CIT Web pages
Do we know the answer anyway?