The OneIT End User Support Project achieved closeout at the June 4 Operations Team meeting as the team reported out on the successes of its five subprojects.
The Service Desk Project unified all UI help desks (excluding the HCIS Help Desk) into a single IT service desk. All have merged with and report to a central IT service desk, and the ITS Help Desk now staffs a second location in the pharmacy building. A central ticketing system (Microsoft Service Manager) is now used across additional IT groups, and an end user support service level agreement was created.
The Desktop and End User Consulting Project centralized desktop support across campus, bringing 49 IT professionals into the ITS Extended Technical Support group. Two sub-teams were formed—one focuses on meeting the unique needs of colleges and the other supports non-collegiate units. The groups work closely, follow similar practices, and in some cases support each other’s user base as part of a neighborhood model that provides basic support on a geographic basis. Team Leads manage subsets of the group. The two sub-teams gather regularly as a unified group of 60-plus IT professionals to learn from each other, standardize practices across campus, and share problems, concerns, and workload. Having a larger group has helped manage surges in support needs, such as the transition to Office 365.
The Device Management/Software Deployment centralized and standardized how devices are managed across campus. Four people moved into the ITS Enterprise Client Management group, and a majority of Macs are being managed through a new Jamf/Casper platform. Progress was made in developing a Windows device-management service to provide more management from the central group, and the new service will later be rolled out across campus.
A Green Computing Project aimed to increase the number of devices that utilize power-management settings to reduce overall power consumption. Policies were reviewed and updated, but more process work is needed to enroll computers that can benefit from a power management option.
The Centralized Inventory System Project evaluated several existing tools used at UI. When the HCIS/OneIT integration was announced and as ITS experienced issues with Microsoft Service Manager, a project was initiated to explore moving to Cherwell, the IT service-management tool HCIS uses. If that happens, the expectation is that Cherwell will be used as the central asset-management system.
The project was led by Tracy Scott and Lance Bolton, and managed by Mike Frangi. Additional accomplishments of the project are detailed in the OneIT Year in Review.