Download - Who ... What ... Where
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Who ... What ... Where
Sorting out CIT, departmental technology support, and how we
all work together
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CIT’s Mission
To foster
and support the use
of information technology
at UVM
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Academic Computing Services
• Faculty• Center for Teaching and Learning
(CTL)• Statistics• “New” media• Humanities
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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
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How can I remember?
Don’t worry: Rely on the Referral Process
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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.
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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.
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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 …
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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
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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 …
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Department Based IT People
• Special Folks School of Natural Resources
Jonathan Trigaux
Agriculture & Life Sciences Stefanie Ploof
Nursing and Health Sciences Ben Schacher
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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
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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
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Do we do … windows?
• Recommended software: CIT Web pages
• Do we know the answer anyway?