Service Name
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Print Management - Desktop
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| Description |
Provides a service to implement, install, maintain and support desktop printing assets used to support university services.
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Service Line
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IT Service Center and Multimedia Services
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| Features |
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Provide desktop printers to meet the needs of users.
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Identify print capacity requirements and printer features needed by user.
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Identify physical requirements needed to operate printing components (i.e. equipment clearance, electrical and network connectivity).
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Decommission print infrastructure components upon replacement.
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Maintain print components in compliance with supporting vendor requirements.
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Provide consulting services and support for installation, deployment and operation.
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Provide troubleshooting and technical support services
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Label print device with identification tags and track printer locations, and owners.
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Manage and maintain definitive hardware stores for printer spare parts and equipment.
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| Service Administrator (owner) |
Shirley Haines
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| VP Customer |
Vice President for Finance and Administration |
| Availability |
8:30 am - 5:00 pm - M - F except for campus holidays and shutdowns.
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| Support |
IT Service Center 864-294-3277 or email help.desk@furman.edu
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| Initiated |
- Call to IT Service Center
- Contact from User/Department
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| Charges |
- When repair is outside of ITS-covered repairs, referrals may be made to fee-based service agencies
- When replacement is outside of ITS-covered printers
- When new printer purchase is initiated by department
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Delivery channels
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- Satisfied Work Requests
- Consulting and Support
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| Prerequisites |
- Desktop printer must be owned by Furman University.
- In case of new printer there must be a need that is not met by an existing printer.
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| Key Service Targets |
- Initial contact within 4 business hours for service that prevents use of hardware.
- Initial contact with user within 1 business day for issues not related to service of hardware.
- Verify printer requirements with users having 100% of requests requiring purchases prior to placing order.
- User satisfaction as measured through positive responses in 90%+ of sampled surveys.
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