IT Priorities and Concerns
Update
December 19, 2006
Category Priorities
1.
2.
3.
4.
5.
6.
7.
8.
9.
E-mail
Help Desk/IT Customer Service
Wireless
Web
Networking
Software Licensing
Audio Visual
Goldmine/Banner
Training Users
1. E-mail
• It is a file system (duplicate documents)
• It is used to send attachments by
information technology staff
• Preferred method to share files between
the campus community
• Problems: Insufficient Quota
• MailMine: Not transperent to users
• LiveMail: Will it be better for students?
2. Help Desk/Customer Relations
• The help desk is the first contact with the
users
• The help desk should take ownership of
each call and follow until completion
• The user should hold the help desk
accountable for the satisfaction level of the
request
Help Desk
• Need to be certified in basic computer
skills to solve the problem without passing
the call to second level support every time.
• Help desk call tracking and communicate
with user can improve customer relations.
• Help desk should not assume that all is
working because the help desk computer
is working.
Customer Relations
• Response time is slow, a week is too long
• Second level support has to get back with
the users until problem is resolved
• Develop a plan to improve the image of IT
• Establish a Long-term plan to improve
services
3. Wireless
• Very slow bandwidth
• Connection to wireless problems
• Uncompleted or un-configured access
points on campus
• SSID not advertised to customers
• Not utilized to its potential because of
configuration limitations
• Insufficient man power to manage wireless
4. Web
•
•
•
•
•
•
David Novick’s presentation to Deans
Campus Director of Web Content
Slow sites
Links names are hard to remember
No student Web sites
No IT coordination of technical features,
content, and implementation strategy
• Web team is always too busy
5. Networking
• Explanation of Networking costs
– Gigabyte connection to desktops
– Cost of data ports is not popular
• VPN should be accessible to all including
students without having to active a VPN
account
• Accurate and reliable inventory of data
ports
• Network slow sometimes?
6. Software Licensing
• Unreasonable inventory of licenses for
users (request requisition)
• IT not able to keep track of licenses
• IT not able to maintain license server
(SPSS)
• Process to request site licensing is slow
(Mathematica, Minitab)
• Mainly, UTEP licensing of Microsoft
Software Licensing (2)
• Establish a software group
– Identify software applications for teaching
– Evaluate software
– Recommend beneficial site licenses
– Software accessibility for students
7. Audio Visual
• More classrooms with technology
• Takes more work to take movable
projectors to classrooms
• Necessary to facilitate teaching?
8. Goldmine/Banner
• Limited Banner programming support
• Need accurate Banner reports
• Consistent Banner records
9. Training
• Consortium for end-user training
– VoIP deployment
– Windows Vista
• E-mail features
• User information such as: after hours
support hours, and system down times.
• Banner
Conclusion
• Information from 3 colleges and
administrative areas.