1. Office of Technology Services Towson University Client Support Services Cross Campus Technology Group-Customer Support Meeting March 19, 2010

2. Office of Technology Services OTS Client Support Services Successories Student Computing Services Faculty/Staff Help Center Distributed Support Services Additional Technical Support Classroom and Presentation Technology Overview

3. Office of Technology Services 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

4. Office of Technology 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

5. Office of Technology Services Rotations of Field Staff: minimum 4 hour weekly shifts in the Faculty/Staff Help Center Daily 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

6. Office of Technology Services 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

7. Office of Technology Services 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.comOTS TrainingLynda.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

8. Office of Technology Services Faculty/Staff Help Center Survey

9. Office of Technology Services Distributed Support Comments

10. Office of Technology Services Daily Digest

11. Office of Technology Services OTS Alerts

12. Office of Technology Services OTS Tools

13. Office of Technology Services 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

14. Office of Technology 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 OTS Student Computing Services

15. Office of Technology Services New and/or Notable Among our most popular services is walk-up support for students experiencing problems with their laptops OTS Student Computing Services

16. Office of Technology Services 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

17. Office of Technology Services Triage Protocols

18. Office of Technology Services Staff Mac-Windows Computers

19. Office of Technology Services Client Feedback

20. Office of Technology Services 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

21. Office of Technology Services Precincts

22. Office of Technology Services 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 documentsMac Corner Web SiteMac User Group; PDA and Smartphone Team : provides pre-purchase, purchase, installation, and support for these devices Additional Technical Support

23. Office of Technology Services 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

24. Office of Technology Services Classroom and Presentation Technology provides: Planning and design services The Smart Classroom Virtual Tour : information and photos for each smart classroomSmart Classroom Virtual Tour Crestron RoomView Server: Allows remote monitoring and control of classroom control systems that are connected Smart classroom computers added to Organizational Unit Classroom Presentation Technology

25. Office of Technology Services 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 Classroom Presentation Technology

26. Office of Technology Services 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 Classroom Presentation Technology

27. Office of Technology Services OTS Contacts