Service Name
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Instructional Technology - Humanities
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| Description |
This service provides specialty hardware and software support for the academic departments in the humanities. Support is limited to the computer, network and software resources associated with the academic goals of these departments and which is not covered through general support services of ITS. It includes assistance in the specification, purchase, configuration, testing and troubleshooting of these resources. Supported departmental labs and faculty desktops include Asian Studies, Classics, Communciation Studies, English, History, Modern Languages and Literatures, Philosphy, and Religion.
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Service Line
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Client Services
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| Features |
- Consult with the customer community on the support required regarding existing and potential needs for software and hardware tools to support their academic missions.
- Provide expertise from within Client Services to address specific software and hardware related needs.
- Provide specialized and expert support as required for faculty in departments listed above for specialized academic software and for instructional uses of productivity applications.
- Provide specialized and expert support as required for department-controlled computer labs, such as the Language Resource Center, and work with the faculty in charge of the lab to ensure that needs are being met.
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| Service Administrator (owner) |
Cort Haldaman
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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 hardware, software, or related processes.
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| Initiated |
- Approved Work Requests
- Faculty request to service owner
- Direct calls in the case of emergencies
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| Charges |
Service is provided at no cost to customer. Certain software and hardware costs are borne by the appropriate academic department.
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Delivery channels
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- Completed work requests
- IT Service Center Support
- consultations with faculty by ITS
- Purchases and installations completed through appropriate guidelines and policies
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| Prerequisites |
- Software/hardware must be University-owned systems and for use by University employee or student
- Software/hardware must be for use at University or University supported programs
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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 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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