1. Who... What... Where Sorting out CIT, departmental technology support, and how we all work together

2. CIT’s Mission To foster and support the use of information technology at UVM

3. 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

4. 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

5. 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

6. 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

7. 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

8. Network Services: Truth or Myth? New network ports Router configuration Ethernet cables Install network adapters Outlook configuration Replace dead hub or switch Zoo accounts Common LAN Services (Gemini) accounts Wireless access points Minihubs for triples

9. Network Services: Truth or Myth? New network ports Router configuration Network cables Install network adapters Outlook configuration Replace dead hub or switch Zoo accounts Common LAN Services (Gemini) accounts Wireless access points Minihubs for triples

10. More True or False: Microcomputer Services “Depot” 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 Sell network cables Re-image computers bought through UVM Install software Pick up water-soaked system unit, under warranty, in Tupper Install new hardware

11. More True or False: Microcomputer Services “Depot” 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 Sell network cables Re-image computers bought through UVM Install software Pick up water-soaked system unit, under warranty, in Tupper Install new hardware

12. Academic Computing Services Faculty Center for Teaching and Learning (CTL) Statistics “New” media Humanities

13. 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

14. How can I remember? Don’t worry: Rely on the Referral Process

15. 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

16. Most referrals: Client Services Create Footprint Assign to Client Services – CIT – Walk-in an option? Appropriate person contacts client Problem solved

17. 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

18. Referral to Network Services Permission to enter? Create Footprint – Title: room & building Assign to Dean Williams Network Services contacts client Problem solved But if it’s a whole floor or building …

19. Not sure where to refer Create Footprint Assign to Dean Williams Appropriate person or group contacts client Problem solved

20. Department Based IT People Special Folks – School of Natural Resources Jonathan Trigaux – Agriculture & Life Sciences Stefanie Ploof – Nursing and Health Sciences Ben Schacher

21. Department Based IT People Alumni & Development Medicine Business Engineering & Math Administrative & Facilities Services (AFS) Libraries Web Team Arts & Sciences Campus Life & Student Affairs: ResLife

22. Department Based IT People Education & Social Services Continuing Education

23. Do we do … windows? Recommended software: – CIT Web pages Do we know the answer anyway?