Kudos: ImageNow VPN

As an organization, we are always trying to make it easier for our customers to do their job at UW-Whitewater. Thanks to some amazing work from our NOC team, we have done just that.

Last week, Aron Chowanec and Nick Ciesinski enabled a new VPN which now allows those who are using ImageNow remotely, to also access network drives through the same VPN. Prior to this, users had to connect, disconnect, and reconnect to a different VPN depending on what resource they needed to access.

Thanks to the great technical work, and outstanding customer service, our customers gave some very kind feedback regarding the new VPN:

“This is amazing!”Steve Diesso, Admissions

“Awesome, thank you!”Joanna Stradusky, CoBE

“IT WORKS!!! You are a miracle worker. Thank you so much for all your work in trying to make this a smoother transition for us. I really appreciate all that you do!”Ruth Peterson, Graduate Studies

Until next time, thanks again for all of your hard work.

Keep the Praise Coming!

As we continue to move through this unique time, it is important to continue to acknowledge ICIT’s hard work, especially when the kudos come from the head honcho!

On April 1st, Elena was asked to provide an update to the Chancellor’s Cabinet during a Leadership Check-In session. The topic was: “Review of IT Transition to Online”.

After Elena gave her report, Greg Cook followed up with some feedback from Chancellor Watson:

I just finished my one-on-one meeting with Chancellor Watson, and he told me he was very impressed and “buoyed” by all of the great work represented in your reports this morning. He’s very appreciative of all of things you are doing in Academic Affairs.”

Thanks to each of you for your very informative reports, and for all that you and your staff do. Please thank you staff on behalf of me and Chancellor Watson.

We hope you can feel proud of the jobs you are ALL doing, it’s always nice when leadership notices and appreciates outstanding performance.

We will keep the kudos rolling, until next time, keep up the great work!

“I enjoy being liked. I have to be liked. But it’s not like a compulsive need to be liked. Like my need to be praised.” – Michael Scott

Bringing Out the Best in Us

As a result of the COVID-19 pandemic, UW-W faculty, staff and students have been forced to adapt their work, teaching and learning methods, many for the very first time.

In light of this unprecedented situation, the members of ICIT have continued to support, serve, and guide our community with decisive action, outstanding customer service and technical expertise.

As an organization, ICIT has stepped up to the plate, and has provided much needed reassurances to our users in a time where uncertainty can lead to anxiety and panic.

We have truly been performing at our best during this unique time, and our colleagues have noticed. It is because of your hard work and composure, that our organization has received many messages of thanks and gratitude:

March 24th, from Ben Dobner – Associate Director, Financial Aid
(Thanking Andy Peterson (NOC) for Jabber fulfillment)

“Thanks, Andy!  I really appreciate your quick turn around on this – you all are doing an amazing job during what I am sure are trying times for your department.” – Ben

“Hi Ben, I appreciate your kind words. However, the real heroes in all of this are the front line Help Desk people that are ensuring that the tickets have all of the appropriate information in them so that I can process everything as quickly as possible.” -Andy Peterson 

March 25th, from Lana Collet-Klingenberg – Professor and Interim Associate Dean, CoEPS (Thanking Help Desk)

“Dear Helpdesk Colleagues – I am writing this afternoon to say thank you. I have heard from students and staff in COEPS that as they’ve been transitioning to more online learning and work and had questions or problems, that you have been incredibly responsive, timely, and helpful. No doubt you are being swamped daily with calls for help and you are rising to the demands like true champions. Again, thank you and keep up the great work.” – Lana

March 27th, from Jeff Angileri – Director, Public Information, UMC
(Thanking Aaron Axelsen, LTC)

“Aaron, Thanks again for suggesting the Webex Facebook Live option. We did a practice run today and it went great – we’re looking at doing one next week with campus leadership. Appreciate all your efforts and great ideas during this unprecedented time!” -Jeff

March 27th, from Brenda Rust O’Beirne – Associate Professor/Dept Chair, Counselor Education (LTC appreciation)

“Hi Elena, During a particularly difficult time for our university – and for our world, your staff has stepped up in ways that we all need to applaud! Our move to online learning has been traumatizing for many (faculty, staff and students alike), and your staff have responded with competence and kindness, patience and understanding. I am particularly grateful to Kirsten Mortimer and Ted Witt who have provided guidance and technical assistance with challenges I face because of the nature of the courses I am teaching. Kudos to them – and to all of your staff for helping us to meet this challenge.” – Brenda

March 27th, from Cliff O’Beirne – Lecturer, Psychology
(Thanking Kirsten Mortimer, LTC)

“Hi Elena, I just saw my wife Brenda sending you a note of appreciation for your staff and realized I should do the same. Kirsten Mortimer has been very helpful, patient, and determined to help me be ready to teach online. That is no small task as she will attest! But she refuses to give up. Thank goodness. It does matter and it helps!” – Cliff      

Thank you to everyone in ICIT for your amazing ability to adapt and deliver. Difficult times absolutely bring out our best, so let’s remain strong and stay together as we continue to push through.

“I guess I’ve been working so hard, I forgot what it’s like to be hardly working.” – Michael Scott

ServiceNow Training Available!

In an effort to make the ServiceNow training as relevant as possible, we’ve worked with your managers to identify three clusters of activities that we’ve grouped into training modules. If you have any questions on which training to complete please contact your manager.

Level A:

  • General Navigation
  • Incidents: Open, Escalate, Resolve, Cancel
  • Requests: Open, Cancel
  • Internal KB Articles: Publishing and Reviewing
  • Overview of the end-user self-service portal

All members of ICIT will be taking Level A training. The training will be self-paced, and is now available! You can self-enroll in the Canvas Training Course.

There will be additional walk-in sessions available in McGraw 19C from 12-1pm on Friday (3/6) and Monday (3/9) for any additional questions regarding the material.

For those who will be proceeding to Level B training, we suggest you complete the Level A training prior to March 9th. All others should complete the training prior to Go Live on March 23rd.

Level B:

  • Requests: Processing and Fulfillment
  • Reporting
  • Change Management
  • Problem Management

You will be required to take Level B training if your manager has identified that your role requires additional responsibilities within ServiceNow. Training will be offered as an in-person session during the week of March 9th, completion of Level A will be a prerequisite. Look for invitations to Level B training this week.  If you are unable to make the scheduled time, please contact Mary Acuna to reschedule.

Level C:

  • Admin: Templates, Editing service items
  • Service Catalog Management: Adding a new product record and adding a new catalog entry
  • External KB Articles: Publishing and Managing

There are a few specialized tasks within ServiceNow which will be covered in Level C training and will be offered in small-group sessions by topic. If your manager has recommended you attend Level C training, we will reach out to you to schedule a time.

ServiceNow: Business Services & Service Offerings

As part of the implementation of ServiceNow, our ICIT services were reviewed and organized into categories of business services and service offerings.

A business service is university work or goods supported by our IT infrastructure. Some of the services we offer include email, student information systems, lab & classroom technologies, instructional activity technologies, etc.

A service offering is how we deliver the business service. It also allows for management of assignment groups, availability tracking, and managing SLAs at a more granular level. Examples of our service offerings are WINS, Lab & Classroom AV, Instructional Blogs, etc. 

You may notice these have changed slightly from how they were listed in HPSM, this was done to better align to industry standards and our current UW-W services. 

Below you’ll find the current listing of business services and service offerings. The business services are grouped into categories, these categories help organize the list, but will not be in ServiceNow.