Tech Optimization

Our learning space environment continues to explode. This boom adds an urgency to the need to develop a comprehensive institutional model to support this landscape in a seamless, consistent, and reliable manner whether the support is provided by central IT staff or the technology experts housed within the academic divisions.

A team has been formed and has begun developing a project charter, stakeholder analysis, and a project plan that will help build this comprehensive support model for all learning spaces across the Oxford campus.

9/22/2017 Update

Progress toward identified project deliverables:

  • Create a list of all learning spaces within the scope of the Technology Support Services (TSS) team
    • Learning space routing added to TDX and being evaluated by first responders. A discrepancy was identified in the Support Desk process and is being resolved.
    • Funding approved to pay student(s) to audit and finalize the list.
    • A process will need to be drafted for ongoing audit and maintenance.
  • Create a list of the standard technologies to be supported by the TSS team
    • Team will work on finalizing the supported technologies standards
    • A procurement process is needed for learning space purchases to assure standards are followed.
  • Identify all technologies needed to support and enable the above-mentioned deliverables
    • Will be completed in parallel with supported technologies documents.
  • Publish formal job descriptions and the overarching Job Family Structure for all TSS roles
    • Completed
  • Measurement Plan for monitoring performance and identifying potential future CI
    • Infrastructure discussions scheduled for next week around the use of FUSION.
    • Routing and ticket processing issues need to be resolved to start collecting data along KPIs. KPIs need to be identified and finalized.
  • Clearly documented definitions (that will be published on our website) of what services will be included within the scope of Technology Support Services Team – and – what, if any, services will be outside the scope of TSS. This deliverable is a Best Practice and avoids the potential for this effort to become… all things to all people all of the time.
    • Part of all the above

8/4/2017  Update

Here is a summary of recent accomplishments:

  • Survey of credit bearing learning spaces has been completed for 200ish of 340ish (~60%) identified spaces.
  • Gap analysis documents the differentiation between core and premium requirements.
  • Student(s) will be hired to complete the survey work. Anticipated start August 7.
  • Purchasing process for equipment placed in credit bearing learning spaces has been documented.
  • Updated work process document to reflect new purchasing process.
  • Held working session to capture staff input to training needs for dispatch, tier I, tier II, tier III staff.
  • Created list assigning first responders to each room. Need to confirm the list.
  • CASiT has finalized their transition to TeamDynamix for ticketing and now generates tickets in TDX.

6/16/2017  Update

Recently the team has:

  • Reviewed drafts of the first set of related deliverables (service expectations, the list of potential learning spaces to be supported by TSS, standards for those spaces, and the work process to enable them) which are now available for a broader audience for review and comment
  • Updated the list of credit-bearing learning spaces for Fall 2017 to serve as the basis for technology-enabled credit-bearing learning spaces
  • Finalized the data model for technology-enabled learning spaces to use to collect critical support information and aggregate into a single source of truth
  • Boyd Hall was used as a prototype for detailed room inspections of credit-bearing learning spaces

5/1/2017  Update

Reviewed the classroom support process with a focus on how to allocate resources for first response. Talking through several potential approaches.

The Support Analyst I position has been posted to HireTouch.