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.

Learning Space Tech Optimization team

  • Scott Campbell, CEC
  • Ricki Davidge, IT Services
  • Brian Henebry, IT Services
  • Randy Mikesell, IT Services
  • Guy Moore, CAS
  • Hitesh Naik, CEHS

Who do I contact for classroom technology help after business hours?

One of the main goals of the technology optimization project is to ensure everyone in each area knows who they can call for help when they are using technology in a learning space.

The information below can also be found in every classroom either on the teaching station or on a whiteboard—make sure to check before you call.

  • In the College of Engineering and Computing, the first responders are CEC's IT staff, led by Scott Campbell. If you need help during normal business hours or after 5 pm please call 513 529-0790, which forwards to the cell phone of one of the staff.
  • For Miami University Libraries, your first responders are the library IT staff, led by  Stan Brown. If you need help during normal business hours or after 5 pm please call 513 839-6391.
  • In the Farmer School of Business, your first responders are the FSB IT, staff led by  Gerald Cruez. If you need help during normal business hours or after 5 pm please call 513 529-4940.
  • In the College of Education, Health and Society, the first responders are the EHS IT team, led by Hitesh Naik. If you need help during normal business hours or after 5 pm please call 513 529-3720.
  • In the College of Arts and Sciences, your first responders are CAS IT, led by Guy Moore. If you need help during normal business hours or after 5 pm please call 513 255-1304.
  • For Enrollment Management and Student Success, your first responder is Glenn Ellerbe. If you need help during normal business hours or after 5 pm please call 513 529-2725.
  • For the College of Creative Arts, your first responder is Bradley Myers. If you need help during normal business hours or after 5 pm, please call 513 529-9841. If that call is unsuccessful, call 513 529-1506.
  • In the Marcum Conference Center, after normal operating hours call 513 529-6911 for technology assistance.

For all other spaces and times, please call IT Help at 513 529-7900 Option 9 at any time, 24/7, to be forwarded to an IT Help representative.

After hours, normally 8 am to 5 pm EST, the best effort will be made to address any issues you experience. However, there is a possibility that you may not receive a response until the next day.

Where can you find classroom tech details?

Where can you find information about what technology is in each learning space?

The answer: the Knowledge Base!

In the KB, there is an entire folder devoted to classroom technology. You can find it by clicking on the “ClassTech” folder from the homepage ( or by using this link to view the folder directly. Here, you’ll find information about technology within specific learning spaces.

For instance, if you're curious about BAC 250, the guide indicates that this is a standard space equipped with one projector. The article will tell you various things: For one, the tech in this space was last updated in summer 2015. The KB guide will also give you links to various articles about how to use the projector, how to troubleshoot, or how to connect a wireless device (among other things).

What is the Miami process for learning space support?

What is the learning space support process? What happens between when you call IT Help using Option 9 and when your issue is resolved?

Depending on your division, your support path may differ slightly. But in general, if you call IT Help from a classroom or technology-enabled administrative space, you will speak with an advisor that is trained to do a few things:

  1. If your issue is one that could potentially be solved via some light troubleshooting, the advisor will attempt to do that with you.
  2. If your issue is one that requires the help of on-site support staff, you will be transferred to your area's first responder (FR) (Tier I), who will help get your problem resolved.
  3. Then, your FR will initiate steps to restore service. If after these steps are followed issues persist, your ticket will be escalated to Technology Support Services (Tier II/III).

Who is answering your calls at IT Help?

When you call 513 529-7900, you will speak with an IT Help advisor from our support partner, Blackboard. When you call using Option 9, IT Help will move your call up the queue (because classroom-based issues often require first responders (FRs) on the scene as soon as possible). The IT Help advisor will then ask you a few important questions:

  • Who are you?
  • Where are you?
  • What is your problem?
Answering these questions clearly and accurately is important to ensure you get the help you need in a timely manner.

Just remember: The main function of IT Help is to provide support. The advisor may do some light troubleshooting before transferring your call. If that doesn’t fix the issue, they’ll route you to the appropriate FR.

What happens when you use Option 9?

For about one-third of all technology-enabled classrooms and administrative spaces on campus, you will call 513 529-7900: Option 9 for support.

So what does choosing Option 9 do? In short, it lets IT Help know you’re calling for a classroom issue and effectively moves you up the queue so you can receive help quickly.

The IT Help advisor will ask you a few important questions: Who are you? Where are you? What is your issue? Gathering this information allows them to route your concern to the appropriate FR, so it’s important to be clear and accurate when describing your location.

Next week, we’ll give a brief overview of the folks answering your calls when you press Option 9.

Who supports my classroom?

The most important question to ask when you need tech support is: Who supports this classroom?

And now, the best answer is: Look at the sticker!

In general, the numbers on the stickers placed in each supported room will connect you with:

  • Your area’s first responder (FR); or
  • IT Help at 513 529-7900, Option 9

Some stickers instruct you to contact the FR groups directly, and other stickers instruct you to call IT Help - who then contacts the appropriate FR. Determining who supports your classroom - whether it be a divisional representative or IT Help - will help get the right ears and eyes on your issue and will lead to a quicker resolution.

That’s it for this week! Next week, we will talk about what happens when you call IT Help and choose Option 9.

Technology optimization project: Check your sticker!

Hopefully you’ve been keeping up with the recent TechTalk articles about the University-wide technology optimization project (here and here). University IT partners have been working hard to strengthen classroom support processes. To that end, we’re starting a new content series from the learning space technology optimization team.

Today’s How-to: New classroom signage!

Our teams have been hard at work making sure support numbers are displayed clearly in each room. Some of them look like this:

Sticker with text, Need audio, visual, or technology help? Call 513-529-7900 - Option 9 - Additional information can be found here - In case of emergency call 911. Campus police 513-529-2222

These stickers reflect how to obtain the quickest help for each space. Depending on the classroom, the phone numbers may differ, so please double check before calling IT Help.

Next week, we’ll talk about the different routing options and who, exactly, supports your classroom.

August 2017 to February 2018 Updates

2/2/2018 Update

In December 2017, the Technology Support Services (TSS) team finished auditing and cataloging more than 500 learning spaces across the Oxford campus. These classrooms are in nearly every academic building, and figuring out how to support them is a key component to the tech optimization strategy.

For a complete project update, please visit Digital Transformation Across Campus in the December/January IT Services newsletter.

12/21/2017 Update

Updated project goals, status, and next steps:

Goals & Status

  • Ubiquitous and Standardized technology across five hundred Learning Spaces (eg: Inventory all rooms and Identify learning space standards). Achieving a ubiquitous standard requires collaboration across all University divisions. - Draft tech specs completed by Tech Optimization project team. Technology audit completed on over 500+ Learning Spaces.

Next Steps

  • Finalize tech spec draft and review with IT Leadership, PFD and CEC to validate alignment with Learning Space supportability and future needs.

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.