Service Name
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Instructional Technology - Arts
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| Description |
This service coordinates the provision of instructional technology resources in the Fine Arts departments for issues beyond the scope of general technical assistance delivered through ITS. Support may include the computer, network and software resources associated with classroom and laboratory instruction. It includes assistance in the specification, purchase, configuration, testing, implementation and troubleshooting of these resources.
This service also trains and schedules student staff to create and manage recordings of live performances that are not handled through external contracts.
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Service Line
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Client Services
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| Features |
- Provide request fulfillment processing for client requests for all computer systems in the Fine Arts
- Routinely upgrade desktop hardware and software configurations to newer versions
- Provide desktop implementation, schedule coordination, move, add, change and disposal services
- Provide access to IT Service Center facilities to resolve desktop incidents or provide how-to support
- Provide planning, consulting and coordination services to establish, relocate or remove office LAN, printer and desktop facilities
- Help to provide asset and cost information to client managers and supervisors when requested
- Maintain standard catalog of approved desktop hardware and software configurations available for use
- Recruit, train, schedule and provide administrative supervision of student staff in the music department that are required to record live performances
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| Service Administrator (owner) |
Michael Vick
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| VP Customer |
Vice President for Academic
Affairs and Dean |
| Availability |
- Consultations and support activities during business week and by special request.
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| Support |
- IT Service Center - 864-294-3277 - help.desk@furman.edu for trouble, general requests, scheduling when appropriate, and to request consultation on new equipment or related processes.
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| Initiated |
- Approved work Requests
- Incidents and requests escalated from the IT Service Center
- Approved operational procedures
- Direct calls in the case of emergencies
- Request of faculty committees or groups where instructional goals dictate multimedia resources
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| Charges |
- Service is provided at no cost to the campus community. Application and technology.
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Delivery channels
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- Completed work requests
- Assistance in installations, training and demonstration provided through personal contact
- Online documentation of resource availability, operation, scope
- Systems and other resources acquired through appropriate channels with oversight of CIO
- Ad hoc consultations with faculty
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| Prerequisites |
- Existing infrastructure, governance and funding to support forwarded technology requirements.
- Furman NetID required for customers to gain access to internal resources.
- Minimum threshold of participation/utilization may be needed to sustain specific offerings.
- Systems and applications installed and configured, and services delivered through standard enterprise computing services of ITS.
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| Key Service Targets |
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Initial response to user request for consultative support within one business day – 90% of the time
- 90% or more positive feedback from Track-It survey responses.
- 90% of technical trouble requests assigned through the IT Service Center resolved, escalated or negotiated with user as a longer range project within 1 business day.
- 90% of lab upgrades and software installation requests resolved within two weeks.
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