office of technology services towson university client support services

Office of Technology ServicesOffice of Technology Services

Office of Technology ServicesTowson University Client Support

Services

Cross Campus Technology Group-Customer Support Meeting

March 19, 2010


• OTS Client Support Services • Successories• Student Computing Services• Faculty/Staff Help Center• Distributed Support Services • Additional Technical Support• Classroom and Presentation Technology

Overview


Towson University Client Base (2009)• Total Students: 21,177• Total Faculty: 1,492• Total Staff : 1,473

OTS Has Three Client Support Service Centers• Student Support• Faculty/Staff Support• Telecommunications

OTS Client Support Services


Year 2009

Student Support • 12,902 telephone calls

Faculty/Staff Support • 9,139 telephone calls• 9,704 e-mails • 3,565 Technology Support Requests (TSRs)

Client Volume Metrics


• Rotations of Field Staff: minimum 4 hour weekly shifts in the Faculty/Staff Help CenterDaily Digest: university publishes a daily e-mail announcement of campus new briefs

• OTS Alerts: installed on computer Desktops; alerts posted regarding enterprise services including network, web, e-mail, etc.

• OTS Tools: repository of IT tools for common tasks, e.g. e-mail quotas, temporary admin rights, etc.

Successories


• After Hours Client Service: Client calls are directed to an outsourced service to

provide client support or escalate critical issues

If critical services, e.g. network, PeopleSoft, e-mail, are disrupted, issues are escalated to the OTS on-call phone

OTS on-call telephone provides incident response to critical services

Successories


• Knowledge Center: searchable database archive of documents on hardware and software procedures, workarounds, and fixes

• OTS Training: provides workshops, one-on-one appointments, self-help documents and movies; and licenses to Lynda.com

• SharePoint: announcements, help keep the staff informed and up-to-date

• Strong partnership with Enterprise Services (Engineering): Operations Center, Engineer on Duty concept

• Quality of Service Metrics: fast provider and manager feedback using comment cards and e-mail surveys

Successories

http://www.towson.edu/adminfinance/ots/trainingdoc/index.asp

http://lynda.com/


Faculty/Staff Help Center Survey


Distributed Support Comments


Daily Digest


OTS Alerts


OTS Tools


General Services Provided• Service Desk – provides technical support and

troubleshooting assistance to students via telephone, e-mail, and walk-up

• Lab – general use PCs supported by Service Desk staff• Learning Center – student group collaboration and

individualized consultation with SCS staff• Studio – multimedia production tools and recording

environment• Since Fall 2008, SCS has also provided network

connectivity assistance to students in TU-managed residence halls

OTS Student Computing Services


New and/or Notable• SCS incorporates a hierarchical student staff structure

including student management and tracks/placements throughout OTS

• The Service Desk is authorized to make hardware repairs on in-program Dell laptops

• The Service Desk serves as a depot for off-site repairs to student-owned Macs

• The Lab is engaged in a green computing initiative – 16 NComputing stations and general power management



New and/or Notable• Among our most popular services is walk-up support for

students experiencing problems with their laptops



• 24/7 support for select services is available after hours (Apollo, TeleRep)

• Triage and service prioritization moves things forward to the next step; 1-hour response target

• A central dispatch model that emphasizes ownership and accountability is used for on-site technical support; 4-hour response target

• Field Support staff rotate into the Faculty/Staff Help Center to augment coverage and gain cross-training experience

• Staff use Macs running Windows via VMFusion; no excuses

Faculty/Staff Help Center


Triage Protocols


Staff Mac-Windows Computers


Client Feedback


Organization • Precinct model breaks up the campus into easier-to-

access, relationship-based areas• Each precinct has a Team Lead• Client Comment cards (pass around samples)

Client rating of 3.9 (out of possible 4.0) on client comment cards

Services Provided• On-site technical support• Computer Trade-Up Program• Hardware and software purchasing consultation• Providing information about other OTS services and

brokering services

Distributed Support Services


Precincts


• Campus Technology Coalition: provides formal structure for OTS to communicate, collaborate, cooperate, and coordinate with IT staff in colleges and departments at the university

• Lab Support Team: provides support and assistance to department lab managers including lab TU Labs Group, images, and Organizational Unit management

• Mac Support Team: provides support and assistance to Mac clients including Mac Corner Web Site, Mac User Group; Mac User Registry; standard image; and self-help documents

• PDA and Smartphone Team: provides pre-purchase, purchase, installation, and support for these devices

Additional Technical Support

http://www.towson.edu/adminfinance/ots/support/maccorner.asp

https://carbon.towson.edu/sites/mug/default.aspx


• Towson University currently has 259 technology-enabled spaces

• Classrooms are categorized in the following five tiers• Tier 1: LCD Projector with wall plate connectors• Tier 2: Podium, computer, document camera, VCR/DVD

player• Tier 3: Crestron or Extron pushbutton control panel,

connection to RoomView Server• Tier 4: Crestron TouchPanel control system, connection

to Roomview Server, Smart Panel Interactive Pen Display• Tier 5: Polycom video conferencing system, MediaSite

class record, LCD Displays

Classroom Presentation Technology


Classroom and Presentation Technology provides:• Planning and design services• The Smart Classroom Virtual Tour : information and photos

for each smart classroom• Crestron RoomView Server: Allows remote monitoring and

control of classroom control systems that are connected• Smart classroom computers added to Organizational Unit


http://wwwnew.towson.edu/classroomtechnology/virtualtour/


• On Call Contract has been awarded• Result of competitive bid• Visual Sound/Kunz AV • One year with 4 annual renewals

• The On Call Contract has made new equipment available on the Classroom Technology Cost Sheet• Smart Interactive Pen Displays and Smart Boards• Crestron and Extron Control Systems• LCD Displays• Microphones• Additional projectors and document cameras• New options for desktop cable management



• To initiate work for new or renovation of classroom technology space• Department contacts OTS Classroom and Presentation

Technology Manager• Department with Classroom and Presentation

Technology Manager create a scope of work, project plan, etc.

• Classroom and Presentation Technology Manager contacts Contact Visual Sound/Kunz AV for quote

• After quote, project plan is approved and have been signed off the department provides budget code for purchase requisition

• Work requests for electric, data, etc are prepared by OTS and forwarded to department for signature

• Procurement Flowchart• Purchase requisitions are input by OTS business office



OTS Contacts

office of technology services towson university client support services

Documents

client calls

phone ots

service desk staff

total staff

outsourced service

email quotas

fixes ots training

operations center