1. All About CIT Who does – and doesn’t – do what

2. CIT’s Departments Academic Computing Services Academic Computing Services Administrative Information Systems Administrative Information Systems Technical Support Group Technical Support Group Client Services Client Services Computer Operations Computer Operations Media Resources Media Resources Microcomputer Services Microcomputer Services Telecommunications Telecommunications Network Services Network Services Business Office Business Office WRUV WRUV

3. Network Services: Truth or Myth? New network ports New network ports Router configuration Router configuration Network cables Network cables Install network adapters Install network adapters Outlook configuration Outlook configuration Replace dead hub or switch Replace dead hub or switch Zoo accounts Zoo accounts Common LAN Services (Pandora, Calpyso) accounts Common LAN Services (Pandora, Calpyso) accounts Wireless access points Wireless access points

4. Network Services: Truth or Myth? New network ports New network ports Router configuration Router configuration Network cables Network cables Install network adapters Install network adapters Outlook configuration Outlook configuration Replace dead hub or switch Replace dead hub or switch Zoo accounts Zoo accounts Common LAN Services (Pandora, Calpyso) accounts Common LAN Services (Pandora, Calpyso) accounts Wireless access points Wireless access points

5. More True or False: Microcomputer Services “Depot” Fix computer that won’t shut down Fix computer that won’t shut down Sell Apple Macintosh, iMac, iBook Sell Apple Macintosh, iMac, iBook Sell Dell Inspiron and Dimension Sell Dell Inspiron and Dimension Service IBM, Gateway, and Compaq Service IBM, Gateway, and Compaq Sell software Sell software Sell Palm Pilot Sell Palm Pilot Service printers Service printers Sell network cables Sell network cables Re-”ghost” computers bought through UVM Re-”ghost” computers bought through UVM Install software Install software Pick up water-soaked system unit, under warranty, in Tupper Pick up water-soaked system unit, under warranty, in Tupper Install new hardware Install new hardware

6. More True or False: Microcomputer Services “Depot” Fix computer that won’t shut down Fix computer that won’t shut down Sell Apple Macintosh, iMac, iBook Sell Apple Macintosh, iMac, iBook Sell Dell Inspiron and Dimension Sell Dell Inspiron and Dimension Service IBM, Gateway, and Compaq Service IBM, Gateway, and Compaq Sell software Sell software Sell Palm Pilot Sell Palm Pilot Service printers Service printers Sell network cables Sell network cables Re-”ghost” computers bought through UVM Re-”ghost” computers bought through UVM Install software Install software Pick up water-soaked system unit, under warranty, in Tupper Pick up water-soaked system unit, under warranty, in Tupper Install new hardware Install new hardware

7. How can I remember? Expertise list: http://www.uvm.edu/~djw/referral/referra l.html Expertise list: http://www.uvm.edu/~djw/referral/referra l.html http://www.uvm.edu/~djw/referral/referra l.html http://www.uvm.edu/~djw/referral/referra l.html Okay, okay, it needs updating ;-( Okay, okay, it needs updating ;-( Don’t worry: rely on the Referral Process Don’t worry: rely on the Referral Process

8. Referrals and Escalations -- or -- I don’t think we can fix this over the phone #1 principle: CIT is one large happy family #1 principle: CIT is one large happy family #2 principle: Once they’ve called CIT, we’ll handle it internally #2 principle: Once they’ve called CIT, we’ll handle it internally

9. Referral to Microcomputer Services Create Footprint Create Footprint Assign to Dean Williams Assign to Dean Williams Microcomputer Services contacts client Microcomputer Services contacts client Problem solved Problem solved

10. Referral to Network Services Create Footprint Create Footprint Assign to Dean Williams Assign to Dean Williams Network Services contacts client Network Services contacts client Problem solved Problem solved

11. Not sure where to refer Create Footprint Create Footprint Assign to Dean Williams Assign to Dean Williams Appropriate person or group contacts client Appropriate person or group contacts client Problem solved Problem solved

12. Do we do … windows? Recommended software: Recommended software: –CIT Web pages All software and services: All software and services: –http://www.uvm.edu/~djw/referral/referral.ht ml