IT Service Desk MSSA – LTR Student Tech Fee Subcommittee Spring 2013

Structure, Clientele and Services IT Service Desk & Edina  Provide support and services to all students, faculty and staff  Initial contact for all incident support and request fulfillment <Software and hardware <College of Business SLA <Desire2Learn ResTech Services  Provide support and services to students living in residence communities  Services provided are defined by Service Level Agreement with ResLife

Changes this Academic Year  Mobile computing initiative <MavAPPS move to Citrix <Mobile device and laptop support  “Students supporting students” model  Consolidation of multiple Help Desks into single point of contact IT Service Desk  Expansion in hours of operation <IT Service Desk during evening and Saturday <ResTech Services during morning and Friday

POPULATION SUMMARY Students by Group

Students by Student Group Student TypeNumber of Students ResTech2,590 COB Enrolled1,377 COB & ResTech55 Student10,925 Total14,947

Percentage of Students

SERVICE SUMMARY Students by Group

Student Services  Setup & troubleshooting <CAMPUS account <MavNET <MavDISK <MavPRINT <MavMAIL <MavAPPS  Software installation <Citrix <Symantec Antivirus <Maple <Mathematica

Student Services (cont.)  Basic troubleshooting <OS error resolution <Hardware issues  Simple malware removal  Installation help <MS Office <Operating system <Malware utilities  General technology use questions

College of Business Laptop Initiative Services  MavPRINT <8 dedicated stations <Priority printer maintenance and replacement <Reduced per sheet printing costs  Software licensing (PC and MavAPPS) <MS Visio <MS Project  Software installs <MS Office <MS Windows <Virtual OS environment

College of Business Laptop Initiative Services (cont.)  Specialized software setup & documentation  Priority software & hardware support  New computer imaging & distribution  Advanced diagnostics <OS error resolution <Hardware  Laptop loaner pool  Replacement of non-warranty parts from pool surplus

College of Business Laptop Initiative Services (cont.)  Recommended computer power supply pool  New entering & transfer student orientation  File backup assistance

ResTech Services  Specialized hours & locaiton  Priority software support  Advanced OS troubleshooting & error resolution  Advanced malware removal  OS reinstallation  Hardware installs <Network card <Hard drive <Memory  Network registration troubleshooting

INCIDENT SUMMARY How many students are getting service?

Incident in FY 12 & FY 13 (relative) Student TypeFY 12FY 13% Change Student8,0219,32716% COB Enrolled1,7562,15022% Total9,77711,47717%

Incidents by Student Group

BUDGET SUMMARY How student support costs are covered

Non-base Revenue Sources SourceFY 12FY 13 (Est.) Tech Fee$204,034$348,000 COB$226,964$230,000 ResLife$128,305$105,950

Non-base Revenue Sources

QUESTIONS? What would you like to see for ACC and classroom tech?