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Good morning.

At Rider University we have been working to streamline the process of creating accounts such as Novell, e-mail, Blackboard, and all of the other access for new faculty and staff, as well as providing the hardware they need. We have come across situations when a new faculty or staff reports to work the first day, and they don't have the access nor the equipment the need because this information was not communicated to OIT.

 I was wonder how other OIT organizations are dealing with this process, and if there is any type of software that can be used to track this process.

Any thoughts will be greatly appreciated.

Thank you.
--

Pedro Alvarado

OIT Help Desk Coordinator

Rider University

palvarado@rider.edu

609-896-5000 ext 7526

 

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

Comments

At Ottawa University, this communication process is handled strictly by HR through a series of in-house workflows and e-forms that must be filled out by the hiring manager before the process moves forward. One of  the early workflows is for HR to notify IT of equipment needs as soon as they have the information, in which case, we enter all the necessary information into our ServiceDesk ticketing system to track the process internally amongst our team. While this has worked well overall, we still see issues with the information provided and/or insufficient lead times. While our account creation process only takes a few minutes, the procurement of necessary equipment is at the mercy of our vendors when needed, some of which (Dell – this is aimed at you) may take upwards of 2-3 weeks to arrive depending on parts and availability. The way around this for us is to try and always have a little bit of extra inventory around, but that doesn’t always work out either.

In summary, we do not have an issue with communication, as much as, the information itself at times is either incorrect (and wasn’t caught before it got to us) and/or the inability to meet equipment needs on time due to vendor lead times if we don’t have the requested needs in our available inventory.

 

 

Kent Corser | IT Manager - User Services

Main 800.755.5200   |  Fax 785.242.0182
Direct 785.248.2494  |  OU Help 855.268.4357


www.ottawa.edu | kent.corser@ottawa.edu

 

 

The supervisors of the new employees have the incentive to get you the information, but aren’t getting it to you.  Are certain department supervisors better at getting you timely information about new employees than others?  If so, perhaps you could interview the better departments and see how they do it, then convey that to the worse departments.  If you wanted to assume the responsibility for getting the information, you could extract data from the human resources system to find new hires and contact the supervisors.  Regarding new software, perhaps an interface to your current helpdesk ticket system could be set up to prompt for the required information for new hires.

 

We leave the onus on the supervisors to inform us of new hires, and most do.

At Hartwick College, we use Datatel, and have found a partial solution. After some work with our HR and Academic Affairs departments to ensure their buy-in, we now have a practice where at the time of hire (signed contract received at HR), Human Resources codes the person as a new employee in Datatel.  Datatel is set up to push a file out every night with the data needed by IT for anyone coded that day.  This files comes via email to a group of IT people. Each of us has a role in either account creation or equipment prep. As each person does their part, they email the group. When all the accounts are ready, I can reach out to the supervisor of the new employee and set up a meet. It doesn't automate the actual creation of accounts, but it makes sure we hear about new hires. The only drawback is when someone doesn't sign their contract until their first day, but that is out of our hands and not that common.

Suzanne Gaynor
Director, Technology Resource Center
Hartwick College
607-431-4670



Message from athornton@nmc.edu

At Northwestern Michigan College, we use two applications to facilitate the hiring of employees and the creation of accounts for new employees (student, supplemental and regular).  These applications are Red Carpet from Silk Road, and Web Help Desk from Solarwinds.


In the last year our Human Resources department started to use Red Carpet to release tasks to the various individuals (departments) responsible for creating accounts and giving access to new employees.  These tasks go out to the new hire, as well as, individuals in Information Technology, Security, Telephone Operations, and more.  Each individual assigned a task receives a task in their inbox as a reminder, and each individual has a dashboard view that shows them all of the tasks they need to complete.  The tasks are released in order, as the next task is frequently reliant on the previous task.  Once a task is selected as complete, Red Carpet sends a completed task email back to HR.  As you can see, this process does not take care of automating the creation of all of our accounts, but it does automate our process which facilitates on-time account creation.


The complementary system that we use is Web Help Desk.  We customized a Request Type called Security Access in our help desk application to allow our supervisors to makes requests for their new employees. They do this at the same time they complete their initial Red Carpet request.  This allows our Supervisors to request ERP, Google, Timesheet/Proxy, Document Management, Network Drives, Finance Security, and more in one location.  The requests are routed to approvers and technicians as defined in the Security Access queue.  These two complementary processes facilitate our account and security access creation.


--
Alison B. Thornton
Coordinator
Technology Support Services
Northwestern Michigan College
231.995.1044 Office Phone
231.995.3020 Help Desk Phone
www.nmc.edu/help-desk.html

"Any invasion of armies can be resisted,
but not an idea whose time has come."
  -Victor Hugo


Pedro,

We had the same problems and addressed it by monitoring the account termination notices that we received from HR when someone left the college.

We would work start working with supervisors at that point regarding the technology needs of the potential new hire.  This helped us to have the new employee on our radar screen and the department chair/director to acquire the necessary equipment.  

It worked really well for new employees filling vacancies, which are 95% (a made up statistic) of our new hires.  Along the way, it also took care of the other 5% of new hires into new positions as the chair/director understood all of the moving parts of the hiring process.  

Since starting this process three years ago, we have generally eliminated the chaos of providing a new employee technology at the last minute.  There is still one or two that sneaks by each year, but we can live with that.   

The interactions on hiring employees has also opened the door for knowing about projects earlier and greater community satisfaction with our services.  

If you are interested in more let me know, I would be happy to share the little things that I would do, if starting from scratch.  

Best of luck,

James



On Oct 23, 2012 9:21 AM, "Pedro Alvarado" <palvarado@rider.edu> wrote:
Good morning.

At Rider University we have been working to streamline the process of creating accounts such as Novell, e-mail, Blackboard, and all of the other access for new faculty and staff, as well as providing the hardware they need. We have come across situations when a new faculty or staff reports to work the first day, and they don't have the access nor the equipment the need because this information was not communicated to OIT.

 I was wonder how other OIT organizations are dealing with this process, and if there is any type of software that can be used to track this process.

Any thoughts will be greatly appreciated.

Thank you.
--

Pedro Alvarado

OIT Help Desk Coordinator

Rider University

palvarado@rider.edu

609-896-5000 ext 7526

 

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

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

At WVU, the issue was not so much having account access on the first day of work (though that was sometimes a problem), but granting access to some systems prior to that day, most notably letting new faculty develop course sites in the learning management system before they are on payroll.  HR fills out an on-line form for new hires which includes both a payroll start date and an access start date, which was added to the HR system specifically to allow early system access.  The data from this form flows to the identity management system, which creates the appropriate accounts and enables them on the access start date.  Since the new hire cannot be paid without this form being completed, it is rarely overlooked.
 
Of course, this does nothing to ensure that appropriate hardware is in the person's office.  That task is in the hands of the departments, who each have their own means of handling it.
 
--Bob Haring-Smith

 
--
Bob Haring-Smith
Senior Applications Administrator
Application Support and Training
Office of Information Technology
1 Waterfront Place
P.O. Box 6501
West Virginia University
Morgantown, WV  26506

robert.haring-smith@mail.wvu.edu
Voice: 304-293-8777
FAX: 304-293-6726
>>> Pedro Alvarado <palvarado@RIDER.EDU> 10/23/2012 9:21 AM >>>
Good morning.

At Rider University we have been working to streamline the process of creating accounts such as Novell, e-mail, Blackboard, and all of the other access for new faculty and staff, as well as providing the hardware they need. We have come across situations when a new faculty or staff reports to work the first day, and they don't have the access nor the equipment the need because this information was not communicated to OIT.

 I was wonder how other OIT organizations are dealing with this process, and if there is any type of software that can be used to track this process.

Any thoughts will be greatly appreciated.

Thank you.
--

Pedro Alvarado

OIT Help Desk Coordinator

Rider University

palvarado@rider.edu

609-896-5000 ext 7526

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

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

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