iCIT welcomes Annette Guye-Kordus as our new Communications Specialist. Starting March 24th, Annette will begin her role facilitating both internal and campus communication efforts on behalf of iCIT.
Annette brings to our organization a broad range of skills and expertise in brand management, advertising, public relations, and corporate communications. Her office will be located in Andersen L2003 and she can be reached at Ext. 7792.
Please join us in welcoming her to our team!
HP Service Manager Project Update
We are pleased to report that the few mission critical technical issues with HP Service Manager have now been resolved and we are ready to test the production environment.
The Plan:
The server administrators will be transferring data to the production environment this week and I will be finishing the Service Manager training for iCIT through the early part of March (the last training session is scheduled for March 8th). When the training is complete, the helpdesk will enter tickets in both HP Service Manager and MAGIC for a few days to ensure that everything is working correctly (categories, escalations, notifications, etc.).
Providing there are no major issues, ALL tickets will be entered into Service Manager beginning March 15th and entering tickets into Magic will be discontinued. Technicians may continue using Magic through March 30thfor previously entered tickets; however, on March 31st, all tickets in Magic will need to be resolved or transferred into Service Manager.
Modifications Needed:
A service called “Service Manager Modifications” has been created in Service Manager for any modification requests. Requests will be prioritized and tweaks to the system will continue following the go live date.
Other Area Involvement:
Training will be scheduled during the last part of March, early April for the College and Administrative Tech Liaisons who will also be using Service Manager. Once the Tech Liaisons have a good handle of the process and we have worked out any bugs, we will implement the self-service portion of Service Manager to the campus (before the end of the Spring semester).
There will be more information to follow. Please contact Lisa Rowland if you have any thoughts or concerns.
AV Services Move to CEG Team
In order to better align services provided by iCIT to the campus community, we will be merging AV-related classroom technology services with lab and classroom support. To effect this change, Shelly Allen will be joining the Computing Environment Group (CEG), and reporting to Mary Jo as part of the CEG team.
Communications Coordinator Update
The Communications Coordinator project position will be ending in a few months. To assure that we do not have interruption in performing responsibilities of this position, we are starting the search process now. It will be posted for transfer this week, and advertised next week.
Organizational Update- Joe Friedel
In the past several months, Joe Friedel has taken on additional responsibilities in workstation management and software support for office, lab and classroom workstations. In order to best align these current responsibilities with iCIT organizational structure, Joe will be transitioning from Customer Technology Services & Support (CTSS) to the Computing Environment Group (CEG). The transition will allow Joe to participate in the on-going development of the managed workstation environment for campus. The organizational change will take effect on Monday, December 7.