Center for Information Technology Services

Home > CITS > Communications > Archives > Priorities > Feb 2003 > Service Center

Assistance and Service Center (ASC)
Phase I (Implementation) & Ongoing Support
(Updated 02-04-03)

Goal: To implement UMB support processes and a central service center providing "tier one" help support as well as training for enterprise-wide systems.

Objectives:
1) To successfully complete the phase I goal for: eUMB, SIMS, e-mail (UMNet), account management.
2) To coordinate and collaborate with other HelpDesks across the enterprise to provide effective and quality services.
3) To provide effective, timely and quality IT Application training in areas identified by the various HelpDesks.
4) To proactively inform and educate the campus community on technology upgrades, enhancements and problems.

Current State: The UMB campus is implementing new enterprise-wide systems for student information management (SIMS), human resources, payroll and commitment accounting (eUMB), consolidated e-mail, instructional technology (Blackboard), and research support. Prior to October 14 2002, there were no coordinated University-wide support processes or a central initial point of service center for the campus community to get help and training with enterprise-wide systems.

Schedule: 

April - Oct. 14 2002: Phase I Implementation

  • Created core implementation team and campus advisory group(s).
  • Finalized scope of the implementation project. \
  • Developed a project plan.
  • Defined support processes and responsibilities.
  • Determined the initial goals for the Assistance and Service Center.
  • Developed and presented support model(s) to stakeholders.
  • Developed plan for implementing that model.
  • Developed communications plan to the campus.
  • Acquired space, equipment and resources for Center staff.
  • Worked with School of Medicine to implement Remedy "trouble" ticket system. Implemented T-Metrics
  • Automatic Call Distribution(ACD) system.
  • Provided training for Center staff.
  • Developed desk aids and routing matrices for the Help Desk.
  • Opened Assistance and Service Center, which includes a Help Desk and an Enterprise IT Systems Training Operation.

 Oct. - Dec 2002:

  • Began receiving, processing and resolving hundreds of help calls and e-mails.
  • Met with Tier 2 support people to review outstanding issues and share solution data.
  • Provided statistics on the data collected via the Remedy trouble ticket system.
  • Integrated additions to training based upon most frequently asked question reported to the HelpDesk.
  • Finalized the Phase II eUMB training plan.

 Jan. - March 2003:

To further strengthen operations, plan future support services, build and maintain relationships with other UMB, UMMS, UPI support operations, prepare for supporting the eUMB payroll system. To prepare training materials and deliver 50 courses for Phase II eUMB. To continue to capture and report the most frequent HelpDesk issues and plan for training to address these issues. To assist with orientation programs for new students at various schools. To develop an ASC Brochure of services available through the Center. To enhance the ASC web page with pertinent information.

 Outcome: State-of-the-art support processes and an Assistance and Service Center that effectively provides help and training support for: eUMB, SIMS, e-mail (UMnet), account management and other systems or services.

Ultimate (Longer-Term) Goal: A world class organization that trains, assists, and supports faculty, students, and staff in the use of all enterprise-wide information systems, technologies and services.