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HPSM TIPS & REMINDERS: Required Fields

Supplying sound data is a critical component of strong communication. When you are creating a ticket, make sure you fill out the required fields for the request with real information. If the field is required, it is because the information is needed to complete the work on your request or incident. Putting in data that is not useful will only result in delays to getting the work completed. If you are not sure what information to put into a required field, be sure to ask.

Have a question about using HPSM? Submit your question for the Fall 2016 Divisional Meeting using this link.

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Personnel Announcement: Jessica Eddy

Jessica Eddy, Technology Training and Advancement Advocate with ICIT, has given notice that she is leaving UW-Whitewater.  Her last day in the office will be Friday, November 25. Jessica has spent the majority of her career in system administration and will be returning to that role for a private entity, where she will manage Citrix and VMWare environments.

We wish Jessica all the best in her new position and thank her for all the wonderful work she did providing technology training to faculty and staff, supporting the Class Climate software, and creating documentation in support of campus technology.

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Divisional Meeting Action Item

As you all know, in October we went live with the new release of HPSM. It was much more than technology change, many processes associated with providing support and services to our customers changed as well. Now that we have been using the new system for a few weeks, you may have additional questions about the way it functions, or about the processes that have changed.

We want to have an opportunity to respond to your questions. To that end, we are planning a brief  question/answer session during the upcoming Fall Divisional Meeting  (December 1 at 2:00 p.m.). It’s not every day that our entire team gets together in the same room, so we want to use this as a learning opportunity for all of us.

We ask that you submit your questions in advance, so we have time to research answers if needed.  Please use this link to submit questions  related to the use of HPSM and associated processes by end of day November 29th.

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HPSM Tips & Reminders: Service Vs. Support

Earlier this year, ICIT implemented some of the most significant support and service process changes this organization has seen in quite a while. To help facilitate this transition, we will be running a series of blog posts with tips and reminders related to the new HPSM release and associated process changes. 

Service Vs. Support Tickets: What’s the difference?

Service Request: “Request for a new or existing readily available item or action that adds value.” Something a user currently does not have.Example Service Request: A user needs access to a shared folder on the T: drive to share documents with team members in other departments.
Support Request: “Request due to unplanned service degradation or interruption.” Something you have is not working properly or at all.Example Support Request: The battery in a user’s campus laptop won’t charge.
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Welcome Shane Degen!

Please welcome our new LMS Administrator and Student Advocate, Shane Degen. Shane is part of the LTC team, and will provide day-to-day support and maintenance for D2L – our campus learning management system (LMS). Shane is a UW-Whitewater alum, and has extensive experience with online education and D2L, along with other LMS systems. Prior to joining our team, Shane worked as a math instructor for the Wisconsin Virtual Academy where he taught online courses using D2L. Today is Shane’s first day in the office, welcome back to campus!