Service Desk Quarterly Reports

Since a majority of the help requests are captured within our help desk ticketing system, we have access to a large amount of data regarding the types of issues or requests being made on a regular basis. Although the ticket metrics do not provide a comprehensive picture of the work being done by IT, it does provide some valuable information about trends, typical response times and areas for improvement.

A few weeks ago, a report was sent to each of the schools capturing some general information and metrics gleaned from the ticket system as well as key highlights from the shared services transition. The metrics presented can serve simply as a baseline for understanding service levels. After producing the initial report, we’ve identified several processes where we need to report in much more detail to capture the actual service level. So adjustments are being made so the data will be more meaningful to the campus community.

For example, a single account request may involve up to 14 different sub-tickets before it is complete. The response time in the reports capture the average time to resolve an account issue but does not take into account how many subtickets are involved! So in future reports, I hope to illustrate how long it takes for each subgroup to process their portion or how long it takes for access to each system.

The first reports are now available for the SMU Community. It is our goal to share our progress as we implement and improve this shared services model. This report will be published on a quarterly basis. To access the report, visit www.smu.edu/OIT/AboutUs/SharedServices.

Technology Fund Allocation and the Computer Refreshment Process

Over the past six weeks, the embedded desktop team has been working diligently to verify the computer inventory. As we complete that verification process, reports will be generated for each school outlining the machines that are eligible for replacement under the University technology fund. These will be provided to each school or department along with the revised plan for the upgrade schedule.

There are a few improvements we’d like to make with the installation process in order to complete these upgrades in a more efficient and effective manner. For example, one of the biggest challenges is scheduling the upgrades of each system. In many cases, the computer is prepped and ready for the installation but our technicians spend weeks trying to schedule the final deployment due to scheduling conflicts. We will transition to a process where we specify the date and time for the installation. If that date and time is not feasible, you can certainly let us know and we’ll reschedule. Hopefully, this will allow us to move more quickly through the batch of upgrades. Another improvement we’d like to make is to schedule as many of the upgrades during the summer as possible. This will avoid the impact to faculty during the semester.

More details will be provided in addition to the eligibility reports later this month.

The OIT 2015 Progress Report is Now Available

The 2015 Progress Report for the Office of Information Technology is now available.
To view the report, please visit s3.smu.edu/oit/pr2015 or click the link below.

View Report

PDF and ePub versions are available on our website at
www.smu.edu/OIT/StayInformed.

How to record a greeting for a secondary extension in Unified Messaging

Exchange Unified Messaging Tips & Tricks
Some SMU users have multiple extensions assigned to their personal mailbox for Unified Messaging Voice Mail. The secondary extension could be a department number or resource phone. By default, the same voicemail message will be played for all extensions assigned to a mailbox.

Here is how to record a unique greeting for a secondary extension:

To get started:

In Microsoft Outlook:	In Webmail:
Click File -> Manage Voice Mail Log on via the web interface. Follow the instructions below.	From Webmail, click Options -> See all Options. Click Phone. Follow the instructions below.

To change the greeting:

Under Call Answering Rules, click New Rule.
Enter a name for the rule.
Under Add conditions, select “If the caller dialed my phone extension…”, and select your secondary extension.
Keep the default action, and click “Call the Play on Phone number to play or record a greeting for this call answering rule…”.
Click Yes to save the call answering rule.

You will receive a call which will prompt you to leave a voice mail message. Be sure to include “press pound to leave a message”; this is a requirement for secondary extensions.

If you would like to switch your primary and secondary extensions, please email help@smu.edu to create a help desk ticket.

New IT Training Available: Canvas, Qualtrics, Excel, and More.

IT Training We have added several new IT Training Workshops for the spring term, including new courses in using Canvas, Box, and Qualtrics.

Canvas: An Introduction

This class covers the newly introduced Canvas Learning Management System (LMS) that will be replacing Blackboard. These open sessions will introduce you to the Canvas interface, creating course content, customizing your course’s look and feel, assignment grading, and new features that were not included in Blackboard. Find the full schedule on the IT Training page.

Box: Getting Started

Box This class is a quick introduction to SMU’s new cloud storage system, Box. Learn how to log into Box, add and organize files, install desktop sync software, and share/collaborate files with others. To register, please visit the IT Training page.

Excel@Excel

Excel
This 1 hour hands-on workshop is designed with students in mind. We’ll explore basic workbook management, working with tables and charts, using the basic functions SUM, AVERAGE, COUNT, MAX, and MIN, plus much more. For more information, please visit the IT Training page.

Excel 2013: Understanding Formulas and Pivot Tables

Excel We’ll kick off this workshop by reviewing basic formulas and order of operations. Next, we’ll explore more advanced features such using IF logic, VLOOKUP, creating Pivot Tables, and more. To register, please visit the IT Training page.

Qualtrics: Creating Basic Surveys and Registration Forms

In this introductory session, we’ll learn how to use Qualtrics for event registration and basic surveys. To register, please visit the IT Training page.

Sitecore Training

We are offering several courses in using Sitecore, SMU’s Web Content Management System. In Sitecore: Getting Started, we cover the basics of using Sitecore. This introductory training is for individuals who have never used Sitecore or will be responsible for editing existing content and adding basic pages. In Sitecore: Advanced Topics, we take advantage of HTML & CSS to spice up those pages. New this year is Sitecore: A Q&A. Have a question about Sitecore that has been bugging you? Join our open forum to get your questions answered about using Sitecore. To find out more or to register, please visit the IT Training page.

Sharepoint: Moving Inside.SMU to the Cloud

This session is designed to get you acquainted with the new look and feel of Inside.SMU (SharePoint 2013). We’ll review the basics of working with a team site and will also briefly discuss some of the new features you should expect as we move to the cloud. To register, please visit the IT Training page.

Meet the New IT Training Team

The IT Training Team 2015 was a year of transition for the Training and Communications team. Now that we are fully staffed we wanted to take a moment to introduce ourselves. To get to know us a little better, visit the IT Connect blog.