Presentation by Rouben Tchakhmakhtchian, Manager – Systems & Client Services Laurie Harrison, Director – Information Technology Dominic Goveas, Business Officer

Working as a community to improve our infrastructure across the institution with multi year planning EC aims for coherence of planning across the departments Leveraging research funds efficiently and effectively Relationship to knowledge mobilization

Infrastructure Management Examples: Server infrastructure. Standards for peripherals/computers. Video conference and web conferencing.

Client Care Portal Process

Receiving information from various resources: Phone Verbal Communication Hard Copy

IT Asset Tracking System Security Retention Period Allocation based on: – Restricted Funds – Department – Classroom Technology – Research Labs – Special Projects

Improvements - COMMUNICATION – Arrival of equipment – Allocation of equipment – Data Transfer – Deployment – Quality Assurance – Obstacles for delays

Data Security Physical security Meeting institutional IT security guidelines Back up of data Meeting confidentiality requirements of ethics approvals

The Client Care Portal is the best communication tool to seek the following: -provide computer technological advice and assistance. -provide literature/technical information on new products and trends related to computer hardware, software, peripherals and audio-visual equipment. -conduct trouble-shooting and preventative maintenance work on computers & other equipment. -arrange for repair of equipment as required, including warranty repairs. -coordinate, install and upgrade software. -develop routine and preventative maintenance schedules. -collaboration to ensure the effective/efficient delivery of the computer.

-Inventory & Installation of software through the ISO System. -Volume License versus Single License. -Monitoring of License. -Education pricing on large orders. -Tracking of software on computer equipment.

Will be part of the process from initiation stage. Consultation Quotation is always part of the process. Approvals to move forward. Teamwork.