University of Waterloo
Stephen Markan , Lisa Tomalty

• Waterloo’s IT support model
• How it’s evolving
• Challenges/strengths
• How we share knowledge and collaborate
• Support tools we use
• Recommendations and resources
• Questions

• 29,000 full- and part-time undergrads
• 4,800 full- and part-time grad students
• 5 satellite campuses: Cambridge, Kitchener,
Stratford, United Arab Emirates, Huntsville
• 6 faculties
• 4 affiliated colleges
• 10 faculty-based schools
• 950+ FTE faculty members plus sessionals, etc.
• >2000 FTE staff plus contracts, casuals, etc.

• Central IT department
• Faculty computing groups (6 faculties)
• IT Liaisons to each faculty from main IT department
• Helpdesks
– Main IT helpdesk
– Faculty/Residence helpdesks
– After hours helpdesk (located in the library)

• Academic support & Faculty area computer support reps (some faculties)
– Department level basic IT support/liaison
– Non-IT staff
– Involved in IT update meetings, training available
• Working Groups
– Computing Committees, etc.
– Members from across campus

• UCIST (University Committee On Information Systems and Technology)
• CTSC (Computing Technology and Services Committee)
• WAC (Web Advisory Committee)
• PDAG (Professional Development Advisory Group)
• WatITis (the UW Information Technology conference)
• FACCUS (Faculty Computing User Support Group)
• CNAG (Campus Networks Advisory Group)
• CSAG (Computing Systems Advisory Group)
• STAC (Student’s Technical Advisory Committee)
6

• Liaisons, Academic/faculty support reps
• Projects reaching out to campus units for participation
• Centralization by integration
– Brings key staff from faculty/unit support groups together with main IT department
(collaboration/training/communication)
– Builds bridges
• Campus Partnerships (committees, groups)
• Central after hours helpdesk for all faculties/units
• SEW training courses and PDAG

• From IT Task Force Report
– Consolidate Active Directory forests
– Increased support, unified email services, RT system
– Create a support model that links the main IT department with other
IT groups on campus
– Development of a set of preferred configurations of desktop equipment across campus
• Satellite IT activities
– Main campus IT liaison to off site locations to ensure systems are compatible with the wider University systems
• Include diverse representation in central IT projects (that affect the campus)
• Information Security policies
8

• Satellite campuses (5)
• Collaboration – ensuring representation from across units
• External partner support (research and admin)
• Software/version differences
• Joint programs across universities (e.g. Tri university library consortium) (web sites/students)
• Video conferencing (different protocols)
• Changes/recommendations ruffle feathers
• Inclusivity diversity time resources legislation…

• Communication
– Committees/groups, Liaisons, Email lists
• Cooperation/Collaboration
– Relationships across campus
– Joint projects (e.g. AD Consolidation, Desktop
Rollover)
• Allows for specialization of knowledge
– Reduces the need for individuals in smaller areas to be ‘jack of all trades’

• PDAG Presentations
• IT Committees/groups
• Isthd mail list
• Liaisons and local area support reps (email/meetings)
• Newsletters
• Training
– Change initiated training: new WCMS, Office 2010,
Exchange Calendar, accessibility, etc.
– Productivity: Office, Web Writing
– Central applications (Financial, Student systems, HR, etc.)
– Web based training (lynda.com)
12

• Request Tracker
– Main IT department, faculties, departments (e.g.
Pharmacy), groups (e.g. Federation of Students)
– Service Updates
• Bomgar/Remote Assistance
• IST Notice Board/isthd mail list (subscribers from across campus)
• Chats ( http://phplivesupport.com
)

• SharePoint/Exchange
• Unified standards
– Standard versions of software (e.g. MS Office)
• MS campus licensing agreement makes this easier
– Naming conventions (room bookings, printers, account names)
• Soft skills training and development

• Provide IT seminars regularly for:
– Communication of IT initiatives and information sharing
– Professional development (internal/external)
• Connect IT groups (working groups, liaisons, committees, projects)
• Focus on people
– Encourage soft skills development in IT staff
• Training/Support
– Hire support people who can explain complicated topics in an easy to understand manner
• Deploying Something?
– Do it to IT first (reduces ruffled feathers)
15

• Communication
– Before, during and after and after…
• List your services on your website so that clients can easily find information
• Monitor your request tracking system
• Have an escalation process in place
• Campus wide projects
– Be inclusive (faculties, library, administrative areas, etc.)
– Wear your university hat
– Work toward common goals
16

• http://www.bomgar.com/ (remote support)
• http://bestpractical.com
(current Request
Tracker system)
• http://phplivesupport.com
(chat)
• http://lynda.com
(online training)