Service Name
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Instructional Technology Service Management
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| Description |
This service coordinates the provision of instructional technology resources, and assesses the performance of CIS instructional technologists.
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Service Line
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Help Desk and Multimedia Services
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| Features |
- Introduce, test, evaluate and solicit feedback from the customer community regarding existing and potential technology resources for instruction.
- Directs and assesses instructional technologists as they address application and department-specific technology requirements of faculty.
- Identifies requirements and coordinates activities to deliver and maintain instructional technology resources.
- Coordinate and schedule opportunities for the customer community to review, evaluate and practice using available technologies.
- Provide time and cost estimates for acquiring, licensing, implementing and delivering technologies deemed desirable.
- In collaboration with CTL, ACC and the Instructional Technology Projects group, recommend specific applications for common instructional technology activities such as blogs, wikis, surveys and videoconferencing.
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| Service Administrator (owner) |
Susan Dunnavant
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| VP Customer |
Dean of Faculty |
| Availability |
- 8:30 am - 5:00 pm M - F except holidays and campus shutdowns.
- Consultations by special request.
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| Support |
Help Desk - 864.294.277 - or email help.desk@furman.edu for trouble, general requests and scheduling when appropriate, and for scheduling consultation on new technology or consultative inquiries.
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| Initiated |
- Instructional Technology Projects Group recommendation
- Faculty or ACC request to service owner
- Request of faculty committees or entities where mandated goals include specific technology requirements
- New reviews may be independently initiated by owner based on current literature of emerging instructional technologies
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| Charges |
Service is provided at no cost to the campus community. Application and technology resource costs shared between CIS, Academic Affairs or departments based upon potential user base and nature of the technology.
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Delivery channels
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- Systems and applications acquired through current policies including oversight of CIO
- Informational presentations to the ACC or Technology Liaisons
- consultations with faculty by CIS, CTL, Library or other key personnel charged with resource delivery
- Online documentation of resource availability, operation, scope
- Assistance in use and application administration provided through Instructional Technology specialists
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| Prerequisites |
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Existing infrastructure, governance and funding to support forwarded technology requirements
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Furman NetID required for customers to gain access to internal resources
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Minimum threshold of participation/utilization may be needed to sustain specific offerings
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Systems and applications installed and configured, and services delivered through standard enterprise computing services of CIS
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| Key Service Targets |
- TechQual survey items related to instructional technology within expectations for minimum and desirable or beyond.
- Requests for troubleshooting receive initial response within 4 business hours -- trouble calls initiated during class sessions receive attention immediately.
- Balance of baseline, specialty and innovative technologies reviewed annually by ACC, technology liaisons, instructional technology projects group.
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