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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.

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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.

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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.

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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.

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Organizational Update

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.