1. Service Desk Success Stories Matthew Maderos Associate Director of Client Services Boston University Medical Campus NERCOMP 2/28/17

3. Boston University Private research university Founded in 1849
With over 33,000 undergraduate and graduate students from more than 130 countries,
nearly 10,000 faculty and staff,
Located near Kenmore square and along the banks of the Charles River in Boston, Allston and the South End of Boston
16 schools and colleges, and 250 fields of study
Numerous famous graduates
7 Nobel Laureates, including Dr. Martin Luther King Jr
35 Pulitzer Prize winners and 9 academy award winners
IS&T make up
While there are 16 schools (College of art and sciences, Engineering, etc)
About ½ of these schools have their own IT group
so communications is key
Over 400 employees – mostly focus on Network, ERP systems etc.

5. Boston University Medical Campus
Over 3,000 undergraduate and graduate students,
Nearly 2,100 faculty and staff,
Located in the South End of Boston
School Of Medicine/ Graduate Medical Sciences
School Of Public Health
School Of Dental Medicine
NEIDL National Emerging Infectious Disease Lab (Level 4 Bio Lab)
BUMC IT history
Have a staff of about 9 in Client services
plus 2 student workers who work about 15 hours each
Average about 800 tickets a month
I have been a member of BUMC IT since 2011
Out of this we support close to 3,500 assets

6. BUMC IT Duties Point of contact for IT needs for the BU Medical Campus
Support the 3 Medical Schools and NEIDL Level 4 Bio Hazard lab
School of Public Health
School of Medicine
School of Dentistry
Hours Monday to Friday 8:30 to 5pm
Users can submit tickets by , by phone, in person or webform
Facebook bumcit
Twitter bumcit
Over view of what BUMC IT does to support the community
Decentralized of BU IT Services

7. Overview of BUMC IT Client Services
Average about 900 tickets a month
ServiceNow is Service Management System
Push for all IT Departments to use ServiceNow
Consistency, better metrics, ITIL based
Focus supporting Faculty and Staff of the BU Medical Campus-
75% Windows (Lenovo) and 25% Mac
Student Support is handled by our Medical Alumni Library
Overview of What BUMC IT
900 tickets a month
break down of 1/3 calls, 1/3 via , 1/3 our webpage portal submission

8. Benefits of the Being a BU Staff and Faculty member
Free Software downloads, search bu.edu/tech
Office for Mac 2016
Office Professional Plus 2016 for Windows
Office Professional Plus 2013 for Windows
Free McAfee AntiVirus for Mac and Windows
Desktop/Laptop backup
CRASHPLAN- back up of 1 work computer
Data Storage
GOOGLE DRIVE –Unlimited backup
OFFICE 365 ONE DRIVE- 1 TB of space
BUMC Y Drive – shared work data only
BU Archive – BU-wide data archive

10. BUMC IT Org Chart for Client Services
3 Service Desk 1 Lead
5 Desktop Support Technicians 1 Lead
1 Account Provisioning Specialist
Breakdown of Client Services Makeup
Tier 1 is the service desk (15 min of help ) after which they transfer ticket to Computer support staff (tier 2,3 etc)
Leads are senior point of contacts for their respective areas.
Can be thought of as tier 3
BUMC IT Org Chart for Client Services

11. Why Metrics matter
In everyday life measurement is an essential component
How many?
How far?
What’s the cost?
What’s the time?
Even today I’m sure we used some form of data to check traffic?
Metrics
Educause Now
Educause.edu/now
Legiah Lang
important to not make snap decesions basedon metrics
key is to ask more questions about metrics

12. http://www.bumc.bu.edu/it/metrics/ BU Information Security
One of the 1st things that people ask is about Metrics
Metrics tell the story of how busy we are.
that are reported to the community via our web page every month.
Find this very helpful for us to look at the numbers to see how we are doing.

13. BU Information Security

14. Number of BUMC IT Tickets submitted

15. More in depth reports

16. Grouped by Service Groups

17. Please describe the worst experience you have had with BU technology services.
Every other year we have a Survey that is sent out to a faculty, staff and students.
I exported the comments and found the following…

18. Please describe the best experience you have had with BU technology services.

19. Surveys
Another method we use to measure customer satisfaction is..surveys
Every 5th ticket is a survey question.
4 questions
1-4
1 good
4 bad
With additional comments.
Current rate is 1.09
I’ll also view these and look for anything below a 3

20. Asset Management
We use KACE, add this app to every computer that is loaded by us.

22. Find this super helpful

23. Kace is

24. Absolute Computrace asset management for loaner computersBy
Absolute Computrace asset management for loaner computers
Loaner issue how to track them.
Used program called Computrace by Absolute
Like KACE BUT able to track and send alerts better when not on domain, remains on computer after format.

25. Education for new employees Security Awareness
Spear Phishing overview
Part of our new employee orientation

28. It was a cold and stormy night on January 1st ,2014………
On January 1st of 2014, a number of senior faculty members of this institution checked their bank account and found that their paycheck had not been deposited. They reported the issue and investigation revealed that this was a …
It was a cold and stormy night on January 1st ,2014………

29. 2. Update your anti-malware software and scan your PC immediately
Dear BU Employee,
Our new intrusion monitoring system that checkmates the increased incidents of phishing attacks and database compromise detected that your "BU" account was accessed from a blacklisted IP located in Arizona. Here are the details:
IP: Registered to: Nobis Technology Group, LLC. Phoenix, Arizona Time of compromise: 8:17 AM, Eastern Standard Time (EST) UTC Date of compromise: Saturday, November 30, 2013
Did you access your account from this location? If this wasn't you, your computer might have been infected by malicious software. To protect your account from any further compromise, kindly follow these two steps immediately:
1. Follow this ITS secure link below to reconfirm your login details and allow the new IP monitoring alert system automatically block the suspicious IP ( ) from further future compromise
2. Update your anti-malware software and scan your PC immediately
With these two steps taken, your account will be secured.
Serving you better, ITS and Database Security, Boston University
Take a moment to look this over. {Pause 5}
A message very similar to this was received by approximately 160 individuals on November 27 and 28; This was the start of the event leading to the compromise of 33 accounts held by faculty members of this university. 20 of them had their paycheck stolen on January 1 of This was a real event and BU lost real money.
This message includes the BU logo, good English, distracting but legitimate looking technical information and very believable department names. It is pretending to be from security and helping you be more secure, this is a very common trick. But despite how good this message looks, it is not a legitimate message, it is a phishing message
There are a number of common techniques typically used to detect phishing, only one of those techniques would work with this message
The entire point of this message is to get you to click that link. When you do so, you will be taken to

30. This page
Would you have noticed something was wrong?

31. Protect your information now!!
Dear BU Employee,
In recent days, BU Information Security Office identified an scam "phishing" attack where most of our employees details were thoroughly compromised. The scam has been reported to the authorities with appropriate penalties in place for the culprits. Every employee affected so far have been compensated one way or the other.
Hence, the BU Human Resources, IST and Information Security unanimously agreed that our employees portal be upgraded to the latest platform with improved security checks in place.
Therefore, every employee is mandated to immediately follow this procedure below to ensure his/her details are protected from any future compromise by cyber criminals. Follow the link below to upgrade your employee platform
Protect your information now!!
Sincerely, IST & Database Security, Boston University
On January 7, we went public on BU Today to try to help you understand what happened and how to protect yourself
The weekend after that, the attackers published this message, trying to leverage our attempts to alert you to the danger …to deliver a second attack.
Again several people responded, but we were monitoring for unusual activity and were able to detect the attempts to misdirect funds

32. Firefox Safari Chrome Internet Explorer Opera
These special certificates look different in different browsers
In some browsers, the entire background of the URL is green
Opera

33. to keep the data you access in BU Works secure
Duo is Enhanced Security for BU Works It is designed to work with a variety of devices
to keep the data you access in BU Works secure

36. Created a program twice a year where we bring a shredding truck in and take any documents as well as computers for recycling.

37. Communications
We publish a montly newsletter that is written by the respective directors
And it’s a way for directors to showcase what their department is working on.

38. Professional Development
Created a program for BU IT employees
Mentoring, as well as Job sharing and BU Web page regarding open IT jobs at BU
Job share program in BUMC IT
One of the areas I struggle with is employee retention, I really believe in professional development
my goal is to have have an employee grow in BU, over the past 5 years we have had a great success rate.

39. John began his new role as Desktop Support Specialist January 19, 2017
John began his new role as Desktop Support Specialist January 19, The following goals are a baseline for the annual performance evaluation in the fall of For the immediate future Jack, will be focused on building knowledge of BUMC IT systems, processes and procedures. In addition, Jack will work on how integrate himself with the Desktop Services team and BUMC IT departments, fostering teamwork, and acquiring an understanding the services offered by BUMC IT to the Boston University Medical Campus. As well as focus on the following goals;   Goals for the 2017 review period Provide assistance to BUMC Faculty and Staff with technical issues and problems. Respond to requests for technical assistance by phone, in-person and electronically, and escalate more involved problems to the appropriate support teams. Provide outstanding customer oriented computer support skills for BUMC faculty and staff Be part of team creating documentation for use by BUMC IT staff and BUMC Clients Understand Service-Now and how BUMC IT uses it to enter incidents and service requests. Arrive on time for appointed shift and notify staff members if running late or absent for the day Work on increasing Windows and Mac OS skill set, via training and job shadowing Mobile Support for Cellular phone focus on iOS and android devices Provide back up support to Account Provisioning of BUMC accounts   Research new technologies that relate to supporting the BUMC Community   Meet monthly with Associate Director of Client Services to provide guidance, updates, and progress on assigned projects   Attend ITIL classes and become foundation certified and use that knowledge gained in improving our services   Attain Lenovo Computer support certification

40. BU Information Security
“It is crucial to understand that this issue is not only, or even predominantly, a technical one (the best cryptography can be compromised by uninformed or careless behavior); rather it is continued working together at the managerial, educational, social, and technical level.”
Tanya Zlateva, in her role as the interim dean for Met college and Director for Education of RISCS makes a very important point:
“It is crucial to understand that this issue—cyber security—is not only, or even predominantly, a technical one”
Technology can only help us be more secure
The solution is education, understanding, and active participation by each of us being assisted, where possible, by technology
Tanya Zlateva
Dean ad interim, Metropolitan College
Director for Education, Center for Reliable Information Systems and Cyber Security (RISCS)
Associate Professor of Computer Science

41. Future Projects in 2017
Windows 10
Advanced Metrics
Webpage overhaul
Encryption program
Data storage education

42. BUMC IT Issues
Non standard Computers
Data storage needs VS HIPAA
Employee retention

43. Questions?