U N I V E R S I T Y O F A L B E R T A

TECHNOLOGY GROUPSEPTEMBER INFORMATION SESSIONS

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VISION

Our vision is to deliver excellence in customer service, focused on personal productivity while providing the best available tools and technologies to ensure the success of our stakeholders.

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Anywhere

Anytime

Anyplace

Secure

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CUSTOMER SERVICE

I NEED HELP, WHAT DO I DO?

1. Check to see if there are any notifications about the service you are trying to access first (www.unotice.ca)

2. Try the Wiki Knowledge Base second (wiki.business.ualberta.ca)3. Access the helpdesk:

https://helpdesk.business.ualberta.ca or 780-248-HELP (4357)

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CUSTOMER SERVICE

Type First Response Subsequent Responses Close

Emergency 15 minutes 15 minutes 1 day

High Priority 1 hour 4 hours 2 days

Medium Priority 7 hours 7 hours 3 days

Low Priority 10 hours 10 hours 5 days

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CUSTOMER SERVICE

Service Notifications

https://helpdesk.business.ualberta.ca

780-248-HELP (4357)

https://ulearn.ualberta.ca

Coming soon: http://www.unotice.ca

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CUSTOMER SERVICE

Our Wikihttp://wiki.business.ualberta.ca

Our Web Sitehttp://www.business.ualberta.ca/technologygroup

Lunch with Mike ProgramGo to http://www.business.ualberta.ca/technologygroup

Click on the Director’s PageClick on the Lunch with Mike Program link

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REMOTE DESKTOP SUPPORT SERVICE

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SERVICES

What services are available to me?

• Check out the Service Catalogues:• Staff Service Catalogue• Undergraduate Student Service Catalogue• EMBA Student Service Catalogue• Student Organization Service Catalogue

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SERVICES

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SERVICES

I HAVE A NEW SERVICE IDEA, WHAT DO I DO?

• Submit your idea to the Technology Group’s Service Conception Database (aka – the Imaginarium)

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SERVICE GOVERNANCE

• High up-front cost• High sustainability

cost• Long-term

implicationsfor the School.

• Low in beneficial scope

• Politically charged Director of Technology

Computer and Technology Advisory Committee (CTAC)

Vice-Dean

Director of Technology

• Low up-front cost• Low sustainability

cost• Without long-term

implicationsfor the School.

• High in beneficial scope

• Not politically charged

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MULTIPLATFORM SUPPORT

• Support for Windows, Apple, Linux• Support for Blackberry, iPhone and Android• Support for iPAD, Playbook and Android tablets

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COMPUTING PROGRAMS

• Laptop/Desktop Program for Faculty• Desktop Program for Staff• Research Computing

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LAPTOP/DESKTOP PROGRAM FOR FACULTY

Mac Book Air Mac Book Pro Lenovo Tablet

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LAPTOP/DESKTOP PROGRAM FOR FACULTY

Departmental Order:

2012/13 MBEL2013/14 FSA2014/15 SMORG2015/16 AOIS

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DESKTOP PROGRAM FOR STAFF

• Evergreen is based on equipment age, not department.

• Evergreen is a 3 year cycle• Each year we replace 1/3 of

the staff computers.

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CONTINUITY PLANNING

Disaster Recovery Requirements

Primary Backup

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PERFORMANCE AND GREEN COMPUTING

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RESEARCH COMPUTING

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MOBILITY

Mobility has changed

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MOBILITY

Mobility has changed

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MOBILITY

Tether your phone

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ULEARN

Content, Community and Mobile Devices

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ULEARN

Content

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COMMUNITY

Connecting People Together

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MOBILITY

Alberta School of Business

Students and Instructors may accessuLearn using their mobile devices.

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GMAIL

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SMART CLASSROOMSProblems

780-492-2069 (M-F) 7:30 am to 5:00 pm

Evening Support

780-492-3923 (M-F) 5:00 pm to 8:00 pm

Intercom Help

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QUESTIONS