1. Please hold all questions until the morning break Contact: Wes James, John Weeks or Bonnie B. Banner During the Morning Break CNR Technical support (CTS)

2. What is ‘CTS’?

3. ‘CTS’ = ‘CNR Technical Support’ –Wes James –John Weeks –Bonnie B. Banner –USU IT Service Desk (USU Information Technology) http://www.cnr.usu.edu/cnrnet/

4. Wes James John Weeks Bonnie B. Banner USU IT Service Desk What is ‘CTS’? ‘CTS’ = ‘CNR Technical Support’ What is ‘CTS’? ‘CTS’ = ‘CNR Technical Support’ http://www.cnr.usu.edu/cnrnet/

5. CNR Technical Support (CTS) Wes James –NR Building –BNR Building –MAC –PC

6. CNR Technical Support (CTS) John Weeks –JQL Building –SMAC Group –PC –UNIX

7. CNR Technical Support (CTS) Bonnie B. Banner –CNR GEOSPAtial Sciences Teaching Lab (GEOSPA) BNR208 –Utah Statewide ESRI Higher Education Site License (GIS) –Leica Geosystems ERDAS Imagine USU HEAK Site License (RS) –Scheduling for Quinney Library Computer Labs

8. CNR Technical Support (CTS) USU IT Service Desk –Additionally you may call the USU IT Service Desk –Some calls unique to CNR may be referred to Wes, John, and Bonnie –Phone: 797-HELP Web Site: http://it.usu.edu

9. How do I provide feedback to CTS? CNR Technical Support (CTS)

10. CNR Technical Support (CTS) Feedback Contact CTS Directly. Contact IT Advisory Committee Representatives. –ENVS: Mike Dietz –WATS: Jiming Jin –WILD: Peter Adler –Dean’s Office: Trish Blair

11. How Does CTS Prioritize Requests?

12. CTS Statement of Work Priorities Work priorities were generated by the IT Ad Hoc Committee in 2007 The committee consisted of Matt Baker, Tom Edwards, Fred Baker, Cliff Craig, Steve Funk, Nat Frazer, Nancy Mesner, and CTS

13. CTS Statement of Work Priorities Mission –CTS supports USU and CNR missions of teaching, research and extension only.

14. CTS Statement of Work Priorities Not Supported –Non-USU owned computers –Networking in personal households USU IT Service Desk provides some support options for personal computers and home networking

15. CTS Statement of Work Priorities Hierarchy of Response: –Teaching Labs –Common Resources (e.g., servers, CNR data, accounting) –Individual Teaching, Research, & Extensions needs.

16. CTS Statement of Work Priorities Prioritization Concerns –Faculty, staff and students dissatisfied with response times may direct comments to the CNR IT Advisory Committee, the Associate Dean, or the Dean.

17. Please hold all questions until the morning break Contact: Wes James, John Weeks or Bonnie B. Banner During the Morning Break CNR Technical support (CTS)

18. CNR Technical Support (CTS) John Weeks Upcoming Changes:

19. CNR Technical Support (CTS) Upcoming Changes: –Service Desk Integration w/ USU IT –Email Distribution Lists

20. CNR Technical Support (CTS) USU IT Service Desk Integration We are considering integration with USU IT Service Desk as the initial point of contact Potential improvements: Request Routing Metrics Task Resolution Feedback Extended Coverage Hours We would like your input

21. USU IT Service Desk Integration What changes would occur? You may contact USU IT Service Desk, Wes, John, or Bonnie by telephone, email, or scheduled office visits Requests submitted to any CNR / USU tech. staff will be resolved or routed to the appropriate person Junior technical support staff at the USU IT Service Desk may initiate your request Wes, John, and Bonnie will submit your requests using “Footprints” (the USU IT issue tracking program)

22. USU IT Service Desk Integration We want your feedback before implementation There was initial frustration with the USU IT Service Desk call tracking program “Footprints”, i.e. cryptic email

23. USU IT Service Desk Integration Have these issues been satisfactorily resolved? If you have comments, please find us during the break

24. CNR Technical Support (CTS) CNR Email Distribution Lists New Departmental Email Lists updated today Generated from Faculty and Staff Web Page

26. CNR Email Distribution Lists

27. Supplemental Lists are provided for additions and exceptions (i.e. affiliation with a second department) Quarterly Emails will be sent stating which email lists you are included upon

28. Email List Editors LanaWILD Enid WATS TracyENVS Faculty & Staff BeckyENVS Grads TrishDean’s Office

29. Please hold all questions until the morning break Contact: Wes James, John Weeks or Bonnie B. Banner During the Morning Break CNR Technical support (CTS)

30. CNR Technical Support (CTS) Wes James OS, Hardware, and FAQ

31. CNR Technical Support (CTS) OS, Hardware, and FAQ –Microsoft Vista –Older Hardware Support –Hardware Purchasing Discounts –FAQ for New Faculty and Grads

32. CNR Technical Support (CTS) Microsoft Vista –Not recommend at this time –Limited Application support –No significant reasons to migrate –Slower than XP –Ok for Office applications and web browsers –Demo PC available (contact John)

33. CNR Technical Support (CTS) Hardware Hardware older than 5 years is supported by the USU IT Service Desk

34. CNR Technical Support (CTS) Hardware Hardware Purchasing Discounts: –34% below Educational Pricing –http://it.usu.edu/qd/ –USU Dell / Mac Quantity Discount

35. CNR Technical Support (CTS) New Faculty and Graduate Students: New faculty or staff with support issues: –Please send an email to: newhire@cnr.usu.edu –Graduate Students send to: newgrad@cnr.usu.edu

36. CNR Technical Support (CTS) Thank you for your time We will answer your questions during the morning break and take your comments, questions and responses from the following pages. CTS: Wes James John Weeks Bonnie B. Banner

37. Submit Your Comments Below ______________________

38. Submit Your Responses Below Do you Use the following Utah State University Information Technology (USU IT) Service Desk Options? 1. 1. A-Z Services Page: __Yes __No 2. 2. How would you rate this site? __Excellent __Good __Fair __Poor 3. 3. Frequently Asked Questions: __Yes __No 4. 4. How would you rate this site? __Excellent __Good __Fair __Poor 5. 5. Software Licensing Site: __Yes __No 6. 6. How would you rate this site? __Excellent __Good __Fair __Poor 7. 7. Training Site: __Yes __No 8. 8. How would you rate this site? __Excellent __Good __Fair __Poor 9. 9. Tutorials Site: __Yes __No 10. 10. How would you rate this site? __Excellent __Good __Fair __Poor 11. 11. Downloads Page: __Yes __No 12. 12. How would you rate this site? __Excellent __Good __Fair __Poor

39. Submit Your Responses Below Do you Utilize the following USU IT Service Desk Technical Support Options? 1. 1. Contact US: __Yes __No 2. 2. Rate the level of the Contact Us support. __Excellent __Good __Fair __Poor 3. 3. servicedesk@usu.edu: __Yes __No 4. 4. Rate the level of the servicedesk Email support. __Excellent __Good __Fair __Poor 5. 5. Phone the USU IT Service Desk with your support question: __Yes __No 6. 6. Rate the level of the Phone support. __Excellent __Good __Fair __Poor 7. 7. Submit an Online Support Request through the USU IT Footprints: __Yes __No 8. 8. Rate the level of Footprints support. __Excellent __Good __Fair __Poor Thank you for your help and time. CTS