Around this time each year, the University has historically participated in the Techqual+ survey to obtain feedback regarding information technology service quality. To align our collection of this data more closely with the academic calendar, we will be conducting the survey for 2014 toward the end of the spring semester. Reminders and notifications will be posted to the portal and this blog when the survey is opened in the spring.
When we met on November 12, I promised to let all of those whose positions were analyzed but determined to be functional rather than ITS positions know of that status. I sent those emails out on November 19. If you have any questions about your status, please contact me via email or phone.
Q. What is the purpose of the ITS realignment?
- To create efficiencies
- To eliminate redundancies
- To cross-train for improved support
Q. Are there going to be other changes across the University?
- Yes, all units are examining opportunities to reduce costs, improve services, and increase efficiencies.
Q. Will there be more changes in ITS?
- Yes. We will continue to evolve as conditions warrant and to meet the needs of the University.
Q. Who will manage integrated technology personnel?
Q. Could I be reassigned to a different supervisor?
- Yes, we are moving to a resource management model that may require a change in supervisors based on the work necessary to meet the needs of the University.
Q. Who will perform evaluations of integrated technology personnel?
- The ITS manager/ supervisor assigned to the unit will evaluate integrated technology personnel based on job performance, skills, and customer service feedback, using the University’s annual performance evaluation process. Deans will be asked for input on evaluations.
Q. Will the same people support the same areas?
- Yes and no. In the short term, there will be few changes. ITS will implement cross-training initiatives to strengthen support across campus. For the long term, we will practice resource management by pooling personnel to complete tasks and projects.
Q. Where will the ITS staff be located?
- A few staff locations, including LSPs, will change locations in the short term. We will continue to have staff located throughout the campus.
Q. How will the realignment affect support hours?
- We have after-hours support until 7:00 p.m. at this time and will be extending to cover academic needs as necessary.
Q. Are other divisions participating in the ITS integration?
Q. How will customers request assistance?
- Customers should call 8888 or fill out a ticket at helpdesk.memphis.edu.
As we discussed today (11/12/13), you will find below two documents:
- The conceptual model for ITS – the way we do business, effective today
- The simplified traditional organizational chart – the core teams for leave requests and approvals, performance management, and other administrative tasks, effective today
Open positions will be posted within the next couple of days — please review them and apply for any in which you are interested.
Robert and Sue will meet with groups and individuals on an on-going basis to make the new model operational. As soon as the leadership team has its full complement of members, more detailed alignments of staff and duties will be developed.
As you consider your role in the new ITS, please begin to develop your performance goals and objectives in light of the new model. Remember that your performance plan must include at least one measurable customer service goal, and at least one measurable team/group goal.
As Robert, Sue and I all said this morning, we have confidence in your skills and your commitment to UoM, and look forward to working with you on all of the initiatives, functions, and services in which ITS is engaged.
When we met with you July 11, we announced the integration of central and Academic Affairs IT functions, services, and personnel, with a planned integration timeline of 90 days. We understand the anxiety created by this effort, and we have been working diligently to move this effort forward. As you can imagine, an integration on this scale is complicated. Not only must we consider current functions and services, but we must also work strategically to identify the University’s future needs.
Our recommendations regarding the organizational structure are complete. We are currently awaiting approval of those recommendations and will provide more details as soon as possible.
In the meantime, we appreciate your continued work in providing essential services and excellent customer services.
Thanks for your patience and support.
On Sunday, October 20th, Microsoft will begin moving email accounts to new servers running an updated version of the UMmail web interface (ummail.memphis.edu). During the upgrade, all email services should be available. After your account is migrated, you will be prompted to restart your UMmail session and the interface will have an updated look and feel. Some mobile devices may need a setting change to point to the new server.
For more information, including mobile devices, please visit the umTech email page at http://www.memphis.edu/umtech/training/email.php or contact the umTech Helpdesk at 901-678-8888.
Thank you for your support!
You’ll want to take advantage of the new Learning Technologies for Tigers website, where all of the learning technology tools at the U of M and all of the support websites are listed.
Information about many campus learning tools is covered here, including:
- Academic Integrity (Turnitin and Respondus LockDown Browser)
- Clickers Learning Management System (eCourseware)
- Personal Website/Blog Development (blogs.memphis.edu)
- Project Collaboration (UMWiki)
- Streaming Media (Podcast Central)
- Web Conferencing (UMmeet)
We are committed to making your learning experience here the very best that it can be. Should you need help with any of these tools, remember that the Help Desk is there for you 24×7 at 678-8888.
Have a great rest of semester!
ITS has received several misdirected calls from students and others who are trying to reach the Bursar’s Office. There appears to be an incorrect listing somewhere on the Web (not on www.memphis.edu), as most callers say that they Googled UoM bursar, and got the ITS number.
For your convenience the Bursar’s Office number is 678-5579.
Dear Faculty and Staff,
Information Technology Services (ITS) welcomes you to the University of Memphis, and wishes you a successful academic year. We understand this is a hectic time for everyone as the semester begins. However, we wanted to take a brief moment to provide you with these important reminders.
We encourage you to review tips for protecting your personal information by clicking this link: http://www.memphis.edu/itd/security/personal-information-security.php. Additional security information is accessible by clicking links on the right-hand side of that page. If you receive any suspicious email, you may forward it to firstname.lastname@example.org for analysis.
Please continue using the helpdesk to request technical assistance. For your convenience, you may use http://umhelpdesk.memphis.edu to submit your requests on-line or you may call the helpdesk at 901.678.8888. Once your helpdesk ticket is submitted, someone will follow-up with you as soon as possible.
Finally, please be sure to review the policies regarding information technology located at http://policies.memphis.edu/. We encourage you to especially review the following policies:
If you have any questions or concerns, please don’t hesitate to contact me!
Chief Information Officer and Vice Provost for Information Technology Services