Center for Information Technology Services

Assistance and Service Center Implementation
Phase I
October 14th, 2002

Goal: To implement UMB support processes and a central service center providing "tier one" help support as well as training 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 (prior to October 14) there were no coordinated University-wide support processes and a central initial point of service center for the campus community to get help and training with enterprise-wide systems.

Schedule:

April: Created core implementation team and campus advisory group(s). Finalized scope of the implementation project. Developed a project plan.

May: Collected data from the campus to assess the support requirements of each area and reviewed current support strategies and resources. Began defining support processes and responsibilities, and determined the initial goals for the Assistance and Service Center. The Assistance and Service Center will have a Help Desk and a Training Operation.

June: Developed and presented support model(s) to stakeholders. Developed plan for implementing that model. Developed communications plan to the campus.

July: Acquired space and equipment. Established needed competencies, identified personnel and began to staff the Center, which includes both the Help Desk and the Training Operation. Identified training resources for Center staff. Developed the service standards, policies, and operational procedures for the Center. Developed "response procedures" and coordinated with a training curriculum. Created specifications for a "trouble" tracking system. Created specifications for an automatic call distribution system.

Aug: Provided training for Center staff (Training Operation). Developed desk aids and routing matrices for the Help Desk. Tested call routing system. Tested trouble ticket tracking system. Developed training programs for call routing and ticket tracking.

Sept: Provided training for Center staff (Help Desk). Tested policies and "response procedures". Continued series of communications to the campus about the Center, and its "grand opening".

Oct. 14: Grand opening of Assistance and Service Center, which includes a Help Desk and a Enterprise IT Systems Training Operation 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, Blackboard, and possibly 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 information systems, technologies and services.