In an effort to best align iCIT staff roles and responsibilities with our organizational structure, Ken Bothun will be transitioning from the Computing Environment Group (CEG) to the Administrative Information Systems (AIS) unit of iCIT, reporting to David Wallace. Ken’s primary role in iCIT is the coordination of projects to implement departmental and third-party technologies; the purpose of the transition is to provide Ken with the opportunity to further develop project management experience and approaches in this role. The organizational change will take effect on Monday, October 26. Ken’s responsibilities in iCIT will remain essentially the same after the transition.
Kyle Richmond accepts the position of Communication Specialist
iCIT welcomes Kyle Richmond as the new Communications Specialist. Richmond began his position on August 31st and will be assuming the responsibilities of facilitating a comprehensive communication program, marketing strategies and external public relations activities associated with iCIT. His office will be located in Andersen 1015B and he can be reached at x7792. Please join us in welcoming Kyle to his new role!
HP Service Manager Software Project
iCIT will be transitioning from the current Remedy Magic Service Desk Software to HP Service Manager Software within the next several months. The purpose is to streamline processes, improve communication internally and externally and to make technology more readily available to customers. HP’s Service Desk Manager 7.10 is a full lifecycle software which will allow iCIT to uniformly track all interactions, incidents, and problems while providing new functionality such as a centralized IT knowledge base and customer self-service.
The project will work on both processes as well as the implementation of the new software. Lisa Rowland is the Project Manager and will be working with each of the areas within iCIT to review current business processes and to recommend future processes based on best practices and the ITIL framework; these processes will then be implemented into the HP SM710 system to better serve each area’s needs.
The project kick-off meeting took place on July 17th. Software training and business process reviews will begin August 3rd and the training of support staff is expected to begin in early to mid November with an expected go live date of early to mid December. Phase 2 implementations will begin in Spring of 2010.
Organizational Update
Following the 2008 IT Strategic Planning process and the departure of Lab Coordinator Ben Villanueva, iCIT recognized an opportunity to realign its organizational structure and departmental resources to better address the needs of the campus community. Beginning July 1, the Office Technology Enterprise Communications (OTEC) unit transitioned to two new units, each with a clearer focus and better defined supporting structure.
The new Customer Technology Services and Support (CTSS) unit will be responsible for providing front-line customer support to UW-W faculty, staff and students. This unit will include a new modern service desk (transitioning from the Helpdesk) and desktop support services. Kent Steinike will be responsible for managing CTSS. The new Computing Environment Group (CEG) will be responsible for identifying and providing the appropriate end-user technology tools for campus. This group will consist of the web team, technology skills advancement and training, computer acquisition, and workstation management. Mary Jo deMeza will continue to manage CEG.
This organizational change reflects iCIT’s commitment to delivering information technology products and services that meet the needs of the UW-W community and achieving the highest level of customer satisfaction. As with all major organizational changes, the IT organization anticipates this transition effort will take some time to implement fully.
Power washing Andersen Library and McGraw
FP&M will be power washing the building entries and sidewalks of Andersen Library and McGraw to remove gum, stains and debris. Only water will be used, no chemicals.
Schedule:
Andersen Library
6/29 – 7/10
Monday-Thursday 7:00am – 5:00pm
McGraw
7/13-7/17
Monday-Thursday
7:00am – 5:00pm