New tool for IT support requests

Effective July 15, 2014, IT Services will switch from using ULTRA TechSupport requests to using a new support request tool.

This tool, TeamDynamix, can be used from on campus and off campus. You log in with your PID. You will receive an email when you submit an issue, and the email will contain a link you can use to review or update your issue.

Existing open ULTRA TechSupport requests will not be forgotten–we will update these issues and any requests still open as of July 25 will be migrated by IT Services into the new tool.

Replacing ULTRA TechSupport requests is the first step in our using the new tool. Next, we will build a catalog of services you can choose from, such as ordering a new computer, where the tool will ask you the specific questions we need answered to provide you quality service.

TeamDynamix also represents a partnership with other campus IT: the tool has been used by a central IT department, Enterprise Systems, for several years.

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Software Transition

As of today, June 11, all software purchases will be done by the Desktop and Commons Technology group headed by Curtis in IT Services.  If you do not download our forms when ordering from ITA or use a local copy please update yours to match the new forms located on the Software Purchasing page.

Mac and iOS Apps are still under Ross but will be transitioning later this summer.

Please remember that if you are wishing to purchase a piece of software, we can help.

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ITS renamed to IT Services

Our department is now named Information Technology Services, rather than the former “Information Technologies & Services.” When abbreviating the name, we prefer “IT Services” over “ITS.”

I wanted to change the name for a few reasons: partly to simplify the name, but mostly to de-emphasize technology for the sake of technology. Technology by itself is a computer server sitting in a rack, or a plotter printer sitting somewhere. The services are what make IT valuable: computer servers powered on and running well; plotter printers that are networked and reliable.

Along with our name change, IT Services has been developing our “Lines of Service:” the things we currently do that are valuable to University Libraries. The intention behind these lines of service is to help IT Services have conversations with everyone relying on our service about how to balance the value, costs, and risks of each service. The secondary intention is to have a space for conversation about new services and changes to service: new services we do not currently offer that may be helpful, for example.

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