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 ITS instructional technologists.
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Service Line
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It Service Center 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 |
Vice President for Academic
Affairs and Dean |
| Availability |
- 8:30 am - 5:00 pm M - F except holidays and campus shutdowns.
- Consultations by special request.
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| Support |
IT Service Center - 864-294-3277 - 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 ITS, 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 ITS, 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 ITS
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| Key Service Targets |
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TechQual survey items related to instructional technology exceed user-defined minimum expectations for 90% or more of related items, or show improvement annually for 100% of items.
- Instructional Technology Management performance for operational support measured as a composite of the relevant services managed under the IT Service Center/Multimedia Category with associated key performance indicators
- Semi-annual feedback from academic technology liaisons more than 90% positive
- Baseline, specialty and innovative technologies reviewed annually by ACC, technology liaisons, instructional technology projects group. Measures of effectiveness include increase in utilization of and user satisfaction with baseline and academic specialty resources.
- Client Services representation in all appropriate venues where emerging technologies or changing uses of technology are formally evaluated and reviewed.
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