Customers and users have come to expect internal processes and functions to perform at the level and with the ease of the Google, Amazon, and Apple services they know from their experiences as consumers. Their customer experiences are all about speed and ease, and organizations of all types—including institutions of higher education—are moving to provide services at the same level. When services are offered in a uniform, simplified way, the overall customer experience is better. To deliver services in this way requires the right approach to processes and tools.
This session will provide useful advice on how to take service management across the campus. Based on HDI research, the session will cover:
Reasons for expanding service management outside IT
Frameworks and methodologies currently used in higher education
Must-have technologies for higher education support
How integrated tools and systems can help
How to provide better self-help
Why it’s important to get it right before you expand service management
Who should attend:
Senior managers and managers who are considering providing expanded service support across their organization.
Most IT departments have virtual labs on their must-have lists or have at least considered it to solve new demand from a number of areas: online classes, reduced physical spaces and students who expect everything to be mobile.
Yet for most colleges, this goal has remained elusive due to high costs, complexity and lack of resources. Even those colleges who have implemented on-premises solutions are looking for cheaper, simpler cloud based solutions.
During this session, Allan Chen will discuss the Muhlenberg’s search for a solution and the initial rollout of a cloud based virtual lab by Apporto:
Antony Awaida will then discuss his vision for virtual labs. While a virtual lab’s main goal is to deliver a desktop or apps to end users an ideal virtual lab should also enable/deliver:
The session will conclude with a demo of the Apporto cloud service.
Ever had a huge project assigned to your team or unit, but didn’t receive the staff or funding necessary to properly see it through? Have you ever dealt with a lack of trust between groups on campus? Are you facing a huge cultural shift with how IT functions at your college or university? Do you wish users could learn how to better help themselves?
The University of Minnesota Duluth was faced with those situations when it was tasked with transitioning the majority of its websites into Drupal, a content management system (CMS). Find out how we formed user and technical groups, built trust, harnessed technical expertise, addressed bug and feature requests, created training opportunities, developed documentation, provided viable channels for feedback, and successfully united a previously fragmented campus community to successfully get the job done – all with no additional staff or money.
Beyond sharing our own experiences, our goal during this hour is to facilitate discussion amongst SIGUCCS attendees on how similar concepts and techniques might be applied to underfunded project mandates at your educational institution.
