1. Technology Support Services (TSS) Dr. Betty Roberts Information Technology September 5, 2003 We are IT Building the IT Community... Together

2. 2 n IT Support Center –Help Desk, the service counter in the library, central desktop support, and distributed support in colleges and divisions n Academic Technologies –Technologies used by faculty such as videostreaming and WebCT, classroom technologies, and academic IT facilities such as the Central Site Computing Center Responsible for all IT customer support services including: Technology Support Services IT Community, September 2003

3. 3 n Internet Services –Internet application services, the online directory (LDAP), and listservs n Volume Purchasing –Hardware and software volume purchasing agreements and sales n Organization Development –IT Quality Program, IT training, IT professional development, and communications Responsible for all IT customer support services including: Technology Support Services IT Community, September 2003

4. 4 TSS High Level Org Chart IT Community, September 2003 Associate Vice Chancellor / Associate Vice President Betty Roberts IT Support Center Jim McGee Academic Technologies Sara Baber Information Services Jim Bradley Organization Development Debra Marinelli Volume Purchasing Jerry Raschke Business Services Brenda Cook

5. 5 Top 2003 TSS Accomplishments IT Community, September 2003 n AskShasta –A customer relationship management tool that empowers customers to find answers to questions via a web and email interface n New IT Web Site –Deployed a new IT web site and began migrating content management to customer organizations n Expanded IT Training –Added workshops by SMEs (e.g., Spam & Streaming Video) and highly technical classes delivered by Executrain

6. 6 Top 2003 TSS Accomplishments IT Community, September 2003 n IT Tech Fair –Hosted 3 rd annual fair with increased faculty participation n Americans with Disabilities Act (ADA) –Improved computer lab and training facilities as well as the IT web to provide better accessibility for the disabled n IT Quality Program –Established a division-wide Quality Council, improvement tools training, division-wide improvement teams, and delivered online needs assessment and customer satisfaction surveys

7. 7 Key 2004 TSS Initiatives IT Community, September 2003 n Desktop Remote Management –Investigate the potential need to offer a new service to enable visability of current computer configurations as well as application of operating system patches and anti-virus upgrades n WebCT Vista Enterprise System –Migrating to a major new release of the WebCT system that will affect several UH System sites n Web-enabled Portal –Develop and deliver the University’s first portal to demonstrate the technology’s potential for improved customer services

8. 8 Key 2004 TSS Initiatives IT Community, September 2003 n Email Management System –Implement a new email account management system, which will empower users to claim and manage email resources via a self-service web interface n IT Professional Development –Expand learning opportunities available to IT professionals, especially in the areas of project management, communications, customer service, and quality management

9. 9 Key 2004 TSS Initiatives IT Community, September 2003 n IT Quality Improvement –Leverage tools and learning achieved in 2003 to achieve major improvements in division efficiency and effectiveness in 2004