EDUCAUSE 2011 Three Paths, One Goal: Three Institutions’ Journey with Providing and Supporting Mobile Technology Emporia State University The Faculty &

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Presentation transcript:

EDUCAUSE 2011 Three Paths, One Goal: Three Institutions’ Journey with Providing and Supporting Mobile Technology Emporia State University The Faculty & Staff Support Perspective Cory Falldine (Director, User Support Services)

Copyright Christopher Falldine 2011 Copyright Christopher Falldine 2011. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Background & Overview Around 6,000 Students 1,000 Employees (FTE & PTE) Mostly Centralized IT

Centralized IT IT included in Acquisition Oversight (…but with Decentralized IT Asset Mgmt.) IT included in Acquisition Oversight Manage through Guidelines, Device Configuration, and Training Primarily a PC Campus (90/10) Before iPads, mobile devices consisted of Blackberries

Existing Support Strategy University-Owned vs. Personally-Owned Full Support (and acquisition requirements) for University-Owned Limited Support for Personally-Owned

Mobile Support Strategy Mobile Access to Primary Systems/ Services Building Support Structure Around Most Popular Mobile OS Mobile Device Guidelines Framework to Fit New Devices (Template)

Mobile Support Strategy Starting from Scratch: First thing’s first, we’ve got to get it written down. Which services need to be available from a mobile device? What services can we make available right now?

Mobile Support Strategy Starting from Scratch: Which OS’s can be supported for each service right now? Example above for ESU Wireless Network service

Mobile Device Guidelines Overview Includes – What Constitutes a Mobile Device Contracts (3G, etc.) Security & Encryption (incl. Lost/Stolen Devices) Purchasing the Device Configuring the Device Personal v. Business Use Classroom & Checkout Use

Apple OS Device Guidelines Choosing Your Device Mobile Contracts Setting up an iTunes Account Downloading/Purchasing Apps (VPP or Unreimbursed) Configuring Device (including Lab, Classroom, and Checkout Use) Syncing/Backing Up Device

Mobile Device Support 1. Mobile Device Support Guidelines 2. Mobile Device Support Website(s) 3. Mobile Device Support Training 4. Mobile Device Configuration & Support

Mobile Device Support Example of Mobile Device Support page for Apple Devices

Moving Forward Assist the ‘other sides of the IT house’ Continue to leverage framework for new mobile devices Engage Colleges & Departments Continued evaluation of potential MDM solution(s)

Questions? Cory Falldine Don Silvius Mike Davis Emporia State University, Emporia, KS Don Silvius Shenandoah University, Winchester, VA Mike Davis Bentley University, Waltham, MA