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Message from boruffa@seattleu.edu

Hi all,

 

At Seattle University we recently started using ImageNow in our Admissions, Registrar, and Student Financial Services offices.  As we started off small, we have a support model that consists of a part-time administrator for the system and a group of power users with delegated responsibilities.

 

We are interested in learning more about how other schools have structured their internal support of ImageNow.  Specifically, we are interested in centralized support models as opposed to distributed support models.  Additionally, we are interested in the role of the primary support person.  For example, are they a programmer analyst, system analyst, functional analyst, or business analyst?

 

Regards,

Aaron Boruff

 

Aaron Boruff * Client Support Services / Seattle University * Datatel + SGHE * 901 12th Avenue, P.O. Box 222000, Seattle, WA 98122 * Tel 206-296-2546*  * boruffa@seattleu.edu * www.sungardhe.com * www.seattleu.edu/it

CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. Thank you.

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Hi Aaron,

At VCU, we have been using ImageNow since 2001.  In 2008, we changed our support model from turnkey-federated to full service, centrally managed.  At the time, we had 13 departments onboard with many super users.  We now support more than 50 departments and there is only a handful of users with minimal global privileges (all of which are tracked through auditing).  

As far as staffing, we have one amazing system administrator dedicated full-time.  I am the system manager and backup administrator.  I am responsible for three other enterprise applications and would estimate that ImageNow consumes 75-80% of my time (in a good way).  Due to the breadth and depth of our installation, both of our responsibilities include project management, systems analysis, business process analysis and very light programming.

All of our departments have at least one point of contact who is responsible for triaging change requests and reporting incidents or problems.  Our point of contacts range from business/functional analysts to director level management.  Their understanding of business processes and ImageNow functionality has been essential to the success and longevity of the product here under both support models.

Regards,
Barry



________________________________________________
Barry Lanneau Jr.
Manager, Business Application Services
Technology Services
Virginia Commonwealth University
Phone: 804.828.1414
Email: bolannea@vcu.edu

More about ImageNow@VCU - http://go.vcu.edu/imagenow
More about me - http://www.linkedin.com/in/barrylanneaujr





From:        "Boruff, Aaron" <boruffa@SEATTLEU.EDU>
To:        IMAGE-DM@LISTSERV.EDUCAUSE.EDU
Date:        03/01/2012 11:41 AM
Subject:        [IMAGE-DM] ImageNow Staffing and Support Models
Sent by:        The EDUCAUSE Imaging and Document Management CG Listserv <IMAGE-DM@LISTSERV.EDUCAUSE.EDU>




Hi all,

 

At Seattle University we recently started using ImageNow in our Admissions, Registrar, and Student Financial Services offices.  As we started off small, we have a support model that consists of a part-time administrator for the system and a group of power users with delegated responsibilities.

 

We are interested in learning more about how other schools have structured their internal support of ImageNow.  Specifically, we are interested in centralized support models as opposed to distributed support models.  Additionally, we are interested in the role of the primary support person.  For example, are they a programmer analyst, system analyst, functional analyst, or business analyst?

 

Regards,

Aaron Boruff

 

Aaron Boruff * Client Support Services / Seattle University * Datatel + SGHE * 901 12th Avenue, P.O. Box 222000, Seattle, WA 98122 * Tel 206-296-2546*  * boruffa@seattleu.edu * www.sungardhe.com * www.seattleu.edu/it

CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. Thank you.

 
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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