Center for Information Technology Services
Assistance and Service Center Implementation
Phase I
July 10, 2002
Goal: To implement UMB support processes and a central service center providing "tier one" support for enterprise-wide systems.
Objective: To successfully complete the phase 1 goal for: eUMB, SIMS, e-mail, instructional technology (Blackboard), and research systems.
Current State: The UMB campus is implementing new enterprise systems for student information management (SIMS), human resources, payroll and commitment accounting (eUMB), consolidated e-mail, instructional technology (Blackboard), and research support. Currently, there are no coordinated University-wide support processes and a central initial point of service center for the campus community to get help with enterprise-wide systems.
Schedule:
April: Creation of core implementation team and campus advisory group(s). Finalize scope of the implementation project. Development of a project plan.
May: Collect data from the campus to assess the support requirements of each area and review current support strategies and resources. Begin defining support processes and responsibilities, and determine the initial goals for the Assistance and Service Center.
June: Develop and present support model(s) to stakeholders. Determine final model. Develop plan for implementing that model. Develop communications plan to the campus.
July: Acquire space and equipment. Establish needed competencies, identify personnel and begin to staff the Center. Identify training resources for Center staff. Develop service standards, policies, and procedures. Develop "response procedures" and coordinate with training curriculum. Create specifications for tracking system. Create specifications for automatic call distribution system. Install and begin configuration of tracking system.
Aug: Provide training for Assistance Center staff. Develop desk aids and routing matrices for Assistance Center Staff. Test call routing system. Test trouble ticket tracking system. Develop training programs for call routing and ticket tracking.
Sept: Complete training of Assistance Center Staff. Test policies and "response procedures". Continue series of communications to the campus about the Center, and its "grand opening".
Oct. Grand opening of Assistance and Service Center
Outcome: State-of-the-art support processes and an Assistance and Support Center that effectively provides support for: eUMB, SIMS, e-mail, Blackboard, and possibly other systems or services.
Communications Groups: President, Deans, Vice Presidents IT Leaders in schools, departments, and offices All users of supported systems, including students
Ultimate (Longer-Term) Goal: A world class organization that trains, assists, and supports faculty, students, and staff in the use of all enterprise information systems, technologies and services.
