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