1. Instructional Technologies Service Centers Christopher Fomon CSS, College of Engineering The University of Iowa

2. Service Center  Software support  Hardware support  Who has both and how are they integrated?

3. Service Centers  Contact  Consult  Analysis  Solution

4. Consulting  Determining the problem? Software  SW Issues handled by desktop student staff with staff oversight. May go on- site if necessary. Hardware.  Handled by desktop support staff with student assistance. Usually needs to be scheduled. Preventive maintenance scheduled. Network  Information taken and passed onto network administrator. User  User error is hard to correct, be diplomatic.

5. Contact  Desktop Services - Contact starts in the consulting office. Telephone Walk-in Voice mail Consultant e-mail Watchdog programs (NMS, SMP)

6. Analysis  Consultant determine issues.  Elevate the response if necessary.  Schedule event.

7. Solution  Consultant solves problem or gives instructions.  Hardware and Network issues passed on.

8. Hardware  Hardware issues are passed on to staff. Trouble reports logged into database  Warranty  Contract/Lease  Time and material

9. Warranty  3/3/3 on all new computers.  Call Tech Support, get RA#.  Online Web forms to get RA#.  Engineer or Drop-shipment for repair.

10. Contract & Lease  Lease GE Capital takes care of problem.  Contract 4 hour response. Servers, router, backup services  Field engineer  Next business day. Printers, redundant servers  Drop shipment

11. Time and Material  Account charging Standing requisitions Job requisition  Electronic Shop Printers and peripherals.

12. Refurbish & Preventive  Student consultant Blow out computer. Re-seat or replace memory/connectors.  Electronic Shop Install maintenance kits. Sale of equipment

13. Discussion  Funding models for maintenance?  In-house or out source repairs?  Staffing and procedures?  Leasing or owning?