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March 7, 2014 | Michael A. Schalip

Hi folks,

 

We are looking for some expertise in how to configure Footprints so that we can allow single-sign-on (SSO) through our central authentication service (CAS).  It’s our understanding that Footprints supports SAML/CAS – but BMC (the new owner of Footprints) doesn’t seem to have any documentation about how to configure this. 

 

Are there any Footprints users out there that have implemented SSO through a CAS system?  If so – do you have an documentation that you can share, or have a resident CAS/Footprints expert that we might be able to talk to for 20 minutes to get some guidance?

 

Thanks in advance,

 

Michael Schalip

Central New Mexico Community College

...
March 7, 2014 | John Haverty

Our recreation and wellness department contacted me regarding the ability to have their customers be able to swipe their ID cards in order to sign up for classes.  Currently, they do the sign up using a signup sheet, but they are interested in being able to get information about the student and also be able to track who is signing up, how many, etc. electronically.

 

They already have card swipe for access to the gym which I believe is through TouchNet, but that is only for access to the gym.  I did a quick Google search to see if I could find any products that would do this feature they are wanting for being able to use their university ID cards to sign up for classes too.  Does anyone have such a process or what is your gym using for students to sign up for exercise classes?

 

I know that probably a system...

March 6, 2014 | Philip Neufeld

Colleagues,

 

Fresno State is embarking on a bold student tablet initiative aimed at facilitating student success in content mastery and to build technology skill sets. 

 

We’re looking to redesign how we deliver support services to achieve this goal.  The redesign would seek to integrate currently disparate support functions through multiple tier-1 support stations (think “genius bar”) with seamless integration to tier-2 personnel and using multiple channels to deliver these services (support station in-person, telephone, email, chat, and self-service knowledge base).  We’re looking to further mature our current services to become more customer-centric and service-oriented.

 

These disparate support functions and representative service requests include the I.T. help desk (e.g.,...

March 6, 2014 | Mary Ryan

I’m also interested in finding out more about the FERPA changes….Has anyone been able to find any information?

 

Thanks

Mary

 

Service Management Analyst, IT Information Services

Webster University

314-246-8753

ryanm@webster.edu

 

From: The EDUCAUSE IT Support Services Constituent Group Listserv [mailto:ITSUPPORTSERVICES@listserv.educause.edu] On Behalf Of Corser, Kent
Sent: Wednesday, March 05, 2014 9:00 AM
To: ITSUPPORTSERVICES@listserv.educause.edu
Subject: Re: [ITSUPPORTSERVICES] Self Service Password...

March 5, 2014 | Amy Campbell

I’d love to go to the Higher Ed Support Desk conference in Cleveland in June, but we have nothing left in the budget for travel until after July 1.  Does anyone know of a similar conference after July 1 this year, especially one in the Southeast?

 

Amy Campbell

Educational IT Support Coordinator

Kolwyck Library and Information Commons

Chattanooga State Community College

 

 

March 5, 2014 | Charles Drawdy
Due to budget and staffing constraints, I am looking into the prospect of using an outside company to provide evening and weekend support. We are currently using BMC/Numara/FootPrint as our helpdesk ticketing system. Regardless of which  product you use, do anyone have any suggestion on companies that provide this type of service in an educational environment?
Thanks,
~ ced


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

February 26, 2014 | Amy Campbell

We have a current opening for an IT person who would like to get their foot in the door.  Our community college library has 120 computers for student use and a relatively new student tech support desk, so though the advertised position is only 20 hours, I see the role of this job as likely to expand for the right person.

https://jobs.tbr.edu/postings/4967

 

Amy Campbell

Educational IT Support Coordinator

amy.campbell@chattanoogastate.edu

Kolwyck Library and Information Commons

Chattanooga State Community College

4501 Amnicola Hwy

Chattanooga, TN 37406

...
February 25, 2014 | Brandon Morrison
Hi:
  I was wondering how you handle your staff reporting rude customers, like people who swear at you and such.  Does anyone have an incident report template or anything like that?

Best Regards,
Brandon

--
Brandon Morrison, Manager of Help Desk Services
Valparaiso University
Office of Information Technology
Phone - 219.464.5250
www.valpo.edu

Did you know you can enter new tickets and check on the status of your existing tickets online at webhelpdesk.valpo.edu?

This message may contain confidential and/or proprietary information and is intended for the person/entity to whom it was...
February 24, 2014 | Layne Nordgren
We have an open position at Pacific Lutheran University for a Computer Purchasing and Services Coordinator. Please pass this on to others you know who might be interested. Thanks!

    Layne
______________________________________________________
Layne Nordgren <layne.nordgren@plu.edu>
Director for User Services/Instructional Technologies
Digital Media Center, Information & Technology Services
Pacific Lutheran University
Tacoma, WA 98447-0013
Phone: 253-535-7197  FAX: 253-535-7315


If you are having trouble viewing this email, please ...

February 24, 2014 | Jamie Daniel

Hi all-

I am curious what other institutions are using to back up user data when rebuilding or issuing a new computer. We are a mixed Windows and Mac shop and some of our user folders are inching up toward the half a TB realm. We’re testing user data migration via MDT and we’ve considered Retrospect. What are all of you using to manage user data on the desktop/ laptop side? Our long term goal is to move toward network-based redirects, but we need the storage space to facilitate this and we still haven’t determined what to do with our many mobile, laptop using faculty. Thank you, Jamie

 

--

Jamie Daniel

Assoc Director Computing & Communications, Client Services

The Evergreen State College

Vice Chair, Interagency Committee of State...

February 24, 2014 | Suzanne Gaynor
Hello all,

At Hartwick College, we recently switched from Blackboard to Desire2Learn for our learning management system. One thing we miss is having a listserv for D2L like we had for Blackboard. The vendor claims there isn't one. Are other schools using D2L and how are you accessing listserv-like information?

Suzanne

Suzanne Gaynor
Director, Technology Resource Center
Hartwick College
607-431-4670
February 20, 2014 | Anthony Ramos

The University of the Incarnate Word is looking for a Learning Management System Specialist.  The Learning Management System Specialist provides technical assistance, support, and advice to users, as well as, day-to-day administration and support of the Blackboard system and supported technologies. He/She will troubleshoot, interpret problems and provide technical support to faculty, staff and administrators. He/She will also oversee the installation of all system updates, upgrades, building blocks, and other software integrated with Blackboard, as well as, collaborate with the Director of Instructional Technology to establish system defaults, policies and procedures, and strategic plans for system use and expansion.  

 

For more information visit our jobs site at: https://jobs.uiw.edu

...
February 20, 2014 | Becky Klein
Hello,

We conducted a TechQual survey on campus back in October.  We're finally analyzing the results, and we've noticed that only about 10% of students responded.  Has anyone else conducted a customer satisfaction survey, and how was the response of your students?  How do you entice your students to participate?

Thanks in advance!
-Becky


--

Becky (Belmont '97) Klein, Manager of Client Relations
Co-Chair, MLK Steering Committee
Vice Chair, University Council
Salaried Concerns Committee
Diversity Facilitation Committee
Valparaiso University
Information Technology
Phone: 219.464.5986
...
February 19, 2014 | Phil Burns

Hello All,

 

Just a friendly reminder to start submitting your presentation proposals for the Higher Education Help Desk Conference on June 4-5th, in Cleveland, OH before the May 15th deadline!

 

CIOs, Help Desk Managers, and IT Directors from around the globe will be attending this Conference to discuss everything Help Desk related: Best ticketing systems and practices, interpreting CSAT, decreasing ASA, and lessons learned. Learn from our Presenters, discuss with your Peers, and network at during our evening events! Register now!

 

Learn more about the Higher Education Help Desk Conference here.

 

Networking Reception

Attendees are invited to join the keynote speakers, conference committee and their peers for a networking dinner on June 5th at 408 West St. Clair Ave, Cleveland, Ohio.  Appetizers,...

February 13, 2014 | Dieter Van Acker

Hello:

Our department will replace desktop and laptops once the warranty expires (4 years). As part of the computer replacement policy, staff will receive for example a laptop, dual monitors, and a wireless keyboard and mouse. Do you track individual parts (keyboard, monitors, etc.) and tie them to the user, and what type of asset management system do you use for this equipment tracking? We have a decentralized IT structure. Do you keep a record of what equipment staff has at their desk, and if so, do you have a template or what do you use to record what they have in use?

 

--
Sincerely,

Dieter Van Acker, SSCP, MCTS, ITILv4F
IT Support Analyst, Senior

Desktop Support Tier 1, 2, and 3
Workgroup & Network Consulting (WNC)

University Information Technology Services (UITS)
PO Box 210073 | Tucson,...

February 13, 2014 | Anita Sidial

Hello Colleagues,

 

I posted this message on the ITIL group but I would appreciate any feedback from this group, I am presently on a project to change our IT Service Desk application tool.

What applications are you using? Can you share your research or reviews on any help desk applications?

 

Thanking you in advance.

 

 

Regards,

Anita Sidial

Technical Assistant 2

Information Technology Service dept.

The University of Trinidad and Tobago


San Fernando Campus

Tel: (868) 223 - 4888 ext. 32199



 

Help save paper! Do you really need to...
February 10, 2014 | Brad Salisbury

Good afternoon,

For years we haven’t done a good job of tracking IT support numbers. With internal and external accreditations looking at everything we are trying to get caught up.

We don’t have an automated phone system that tracks call numbers etc. so I am curious to how people track quick phone calls.

If someone calls for help and it is a five minute call—how do you track that?  Do you make some type of ticket?

 

I had a web programmer several years ago create a little web app to do this, but he has left our university and server team wants to shut off the server it runs on. It is basically the quick “tally mark” electronically.  Of course this started out simple and has grown into probably too many categories.

...

February 9, 2014 | Carla Streff
We are currently building a Service Desk at our institution, at the present time, we do not "define" how much support we provide to student devices (students own their own devices at our campus & we don't require them to bring one to campus). Does anyone have a list of how far their help desk with assist with student devices? For example, if a student needs assistance installing software, do you help them? What about viruses? And if you do "touch" student devices, do you have student sign a waiver?

Thanks again!
Carla
 
Carla Streff  Director of Instructional Technology & Training Services
402-844-7135 | carla@northeast.edu | fax 402-844-7391


NORTHEAST.EDU
801  E. BENJAMIN AVE. |  PO BOX 469...
February 7, 2014 | Layne Nordgren
We're looking toward migrating to a new Help Desk Ticketing and Asset Management platform, here at Pacific Lutheran University. We currently have around 25 staff techs and another 80 student techs and serve a university population of 3,600 FTE. Any recommendations on a software platform that works well for you? Thanks!

  Layne
______________________________________________________
Layne Nordgren <layne.nordgren@plu.edu>
Director for User Services/Instructional Technologies
Digital Media Center, Information & Technology Services
Pacific Lutheran University
Tacoma, WA 98447-0013
Phone: 253-535-7197  FAX: 253-535-7315
February 6, 2014 | Listserv Anonymous User
Message from kathleen.dewitt@csueastbay.edu

We have at CSU East Bay!!! 

 

We successfully implemented over a year now on a shoestring budget.  We currently use Numara Footprints as our ticketing system with Interspire for our knowledge base.

 

We are however, very close to migrating our ITSM solution to ServiceNow taking advantage of ServiceNow’s KB which is based on KCS methodology.

 

Please email me directly for contact information.

 

Best,

Kathleen

Service Desk Manager, ITS

California State University, East Bay

(510)885-2547

 

...
April 30, 2013 | Kevin Shalla

What do you guys use for remote desktop software?  While the vanilla Microsoft Remote Desktop software works fine for some purposes, I don’t like the feature that returns the console to the login screen when the remote desktop session exits when we control our digital signs.

 

Kevin

 

January 9, 2013 | Jedidiah Rex
Support Services

Jedidiah

---
Jedidiah Rex
Beloit College | 731 College St. Beloit, WI 53511 | 608.363.2456 

January 8, 2013 | Debbie Whalley
Currently, Fairfield University offers full time students $25 of free prints and part-time students $5 per 3 credit class. We have been using Pharos for print management and have decided to make the move to WEPA. We are revisiting our "free prints" policy and I was wondering what other schools are doing. My questions to you are: 1 - Do you have managed print services for your students? 2 - If you do, how much do you charge per print? 3 - Do you offer your students free prints? If so how many (either in copies or $$) Thanks! **--**--**--**--**--**--**--**--**--** Debbie Whalley Academic Support Manager Computing & Network Services Fairfield University ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
November 11, 2013 | Charles Drawdy
Gallaudet utilizes BMC/FootPrint for our HelpDesk ticketing system. We are currently in the process of upgrading from 9.5 to 11.6. One of the area were focusing on is the request submission method. We currently allow both email or web-based submission. There are pros and cons to both sides of the setup. I thought I would check with others on this listserv to see how you handle this if you have such a system at your institution. 
Thanks,
~ Charles


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

January 14, 2013 | Luis Nunez

Good Evening;

As we are seeking to be much more pro-active and augment our current Anti-Virus/Malware solutions, I was wondering what other colleges were doing?

What products are you running, and have you found to be most effective in preventing and removing infections?

By way of background, at Stevens, all entering undergraduate students are provided with a notebook computer which we image in-house.  We also provide many faculty and staff with either notebook computers or desktops, depending on their needs and preferences. We also image those in house. 

Thanks in advance for your responses.

Lou Nunez
Information Technology Help Desk Supervisor
Technology and Information Services
Stevens Institute of Technology
Castle Point on Hudson, Hoboken, New Jersey 07030...
December 8, 2011 | Jenni Piper

We are looking for a replacement to our homegrown Helpdesk software and would like to use it for project management also. Does anyone have a product to suggest?

 

Jenni

 

Jenni Piper

Associate Director of Technology Services

Eastern Mennonite University

 

 

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

February 7, 2014 | Layne Nordgren
We're looking toward migrating to a new Help Desk Ticketing and Asset Management platform, here at Pacific Lutheran University. We currently have around 25 staff techs and another 80 student techs and serve a university population of 3,600 FTE. Any recommendations on a software platform that works well for you? Thanks!

  Layne
______________________________________________________
Layne Nordgren <layne.nordgren@plu.edu>
Director for User Services/Instructional Technologies
Digital Media Center, Information & Technology Services
Pacific Lutheran University
Tacoma, WA 98447-0013
Phone: 253-535-7197  FAX: 253-535-7315
April 29, 2013 | Listserv Anonymous User
Message from raymond.tse@umb.edu

Hi everyone,

 

UMass Boston / IT is about to start implementing Bit Locker drive encryption on every new university-owned laptop.  What are everyone’s best practices in terms of setup that provide the best security without compromising the end user’s experience? 

 

Most of our laptops have TPM chips and we are considering using the USB boot + login for better security.  What are the benefits and drawbacks of using AD integration?  Anyone not using AD integration?  Thanks for the information.

 

 

Raymond Tse, MS

Manager, desktop support

UMass Boston

January 24, 2014 | Jacob E. Larsen

We are trying to engage our faculty and staff more in order to better discuss issues, ideas and events surrounding educational technology. We want to promote dialogue and events focused on technology in learning and teaching and encourage sharing and feedback from faculty and staff to help guide our future technology directions.

 

We call our group Community of Educational Technology Support (ComETS). It is based on a similarly named group at U. of Wisconsin (http://comets.wisc.edu/), from where we got the idea: http://www.comets.iastate.edu/.

 

I have been looking for evidence of how this is done across different educational institutions, but am coming up short.

 

...
November 27, 2012 | Lisa Kahle

Hello Everyone,

 

We have a committee at SUNY Cortland that is investigating various asset tracking management systems for the Information Resources organization, meaning, we would like this system to track more than just desktops.  Many of the groups within IR use a homegrown system, but our overall goal would be implement a system that could be utilized throughout the IR to track and manage campus technology assets.  We would like to know what other schools may be using and have posted the following questions on various lists (excuse the cross-postings). 

·         What do you currently use for an asset management tracking system

·         What does the system track (i.e. desktops, laptops, A/V components, routers,...

January 9, 2014 | Scott Crevier
At our Service Desk, we check out various types of equipment to faculty, staff, and students. Things like:

- video cameras to record classes, work on class projects
- projectors for presenting at meetings
- iclickers for group voting
- cables, adapters, etc.

When a student does not return an item, our bursar's office will not allow me to charge the student's account for the cost (for various reasons). I'm wondering what others do in this regard. Are you able to charge students for equipment not returned? Do you get payment/credit card up front? How do you insure that equipment comes back?

To be clear, I don't want to be in the business of charging people. But I've got to have them sign an agreement that has enough teeth to prevent the situation from happening in the first place.


--
Scott...
November 12, 2013 | Anita Nichols

Do you have a support team, staffed by students? If so, would you be willing to share your experience and advice with our students?

We are forming a new support tier at UC Davis staffed by a “founders” group of 8 very enthusiastic and motivated students. Rather than providing the students with a book of policies and procedures, mission and values, etc., we have asked the students to define and shape their organization, within some very broad guidelines. One of the important components of their new group will be to learn from others that have existing and successful support teams.

Our students have prepared a list of questions to learn how others have successfully implemented student support, and create a set of “best practices.” And, if there is interest, we would share our findings through this forum. The topics are:

...
January 23, 2012 | David Ecker
Stony Brook University is starting a Strategic Sourcing initiative around standardizing printers as a cost savings to gear the University away from local devices to multi-function devices.  Has anyone gone through this process and could give us some insights about their experiences?

Thanks.


David
----------------------------------------------
David V. Ecker
Interim Director of Client Support
Division of Information Technology
Stony Brook University
S5410 Melville Library
Phone: 631.632.9800
e-mail: david.ecker@stonybrook.edu
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

October 16, 2012 | Andrew Anschutz
Greetings all,

I am looking for software to create professional looking organizational charts. Our group has been maintaining one through Photoshop and it takes too long to get things updated with it.  Does any one have any good pay or free suggestions? Thank you ahead of time.

--
Andrew Anschutz
IT Specialist/Event Coordinator
Information Technology
Ashland University
419-289-5405

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

September 19, 2012 | Listserv Anonymous User
Message from t.g@rutgers.edu

Does anyone know of any reputable online programs for ITIL training and certification?

Thanks,
--
Untitled Document

_______________________________________
TINA G.| IT SERVICES MANAGER
Rutgers, The State University of New Jersey
School of Communication and Information
P 732.932.7500 x8999

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

January 19, 2012 | Dan Donner

We are currently getting ready to renew our university virus protection agreement and after reviewing our numbers we began asking ourselves if the cost to provide virus protection to our students is worth the money we pay vs. telling the students that they would need to provide their own.  These days you would like to hope that no system would be running without some sort of protection thus students shouldn’t be waiting to get into a college to have virus protection on their computer.  I know this is just another way to pass the burden on to the student and we have always provided virus protection to ours in the past but given budget cuts these days this is just another area that we have to look at and wonder how many are actually using what we are providing to them.  The savings on this could certainly be used more efficiently for other resources to the students if we think that not enough are using the virus...

August 21, 2013 | Dwight Snethen

Does anyone push out outage information to your user base when a service is down and if so, how? We are using our ticketing system that when categorized a certain way with urgency and impact, that it initiates an outbound email to our mail list system which in turn sends out to anyone that has subscribed to that mailing list. There are problems however when the entire network is down, the ticketing system is down or email is down.

 

 

Dwight Snethen

Director, Customer Service, IT Service Management and Quality Assurance

ITaP Customer Relations

Purdue University

Stewart Center: Room B14E

765-496-1035

 

Self Help Knowledgebase:...

February 9, 2012 | Listserv Anonymous User
Message from brandon.j.payne@svcc.edu

What software are you using to remote control users machines? We are a small IT shop with no help desk and limited budget. I searched past results and these were mentioned: VNC, Landesk, Webex, GoToMeeting. Free suggestions would be in a perfect world.

Remote Desktop and Remote Assistance both do not seem to offer good solutions.

Thanks,

--
Brandon Payne
Technical Support Specialist
Sauk Valley Community College

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

March 5, 2014 | Charles Drawdy
Due to budget and staffing constraints, I am looking into the prospect of using an outside company to provide evening and weekend support. We are currently using BMC/Numara/FootPrint as our helpdesk ticketing system. Regardless of which  product you use, do anyone have any suggestion on companies that provide this type of service in an educational environment?
Thanks,
~ ced


Charles E Drawdy
Manager, Help Desk, Media, and Classroom Support
Gallaudet Technology Services
Gallaudet University
charles.drawdy@gallaudet.edu
Video Phone: 202-250-2662

August 23, 2013 | Dieter Van Acker

IT Support Services Constituent Group Members:

The University of Arizona has a decentralized IT structure with IT support groups all over the place. We have BMC Remedy for request, incident, problem, and asset management. However, within my group, I seem to be one of the few who will create a request ticket for any request that comes in. Usually users will email an IT support listserv directly vs. putting in a request because users were never educated on why and how to put in a request ticket. Or even worse, users will email support analysts directly with their computer related issues. Imagine a user emailing a listserv about a problem, and then three support analyst will fight over who gets to respond to the user’s request. It is insane. Not best practices for sure.

Related to request management, how do you educate users, of your ITIL request management systems, and best practices surrounding request...

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