News
May 15, 2008
*NEW* OIIT Memorial Day Holiday Schedule May 26, 2008
The Office of Information and Instructional Technology (OIIT), Board of Regents, University System of Georgia (USG), will close Monday, May 26, 2008.
HOW TO CONTACT THE OIIT HELPDESK May 26, 2008
**Emergency, Production Down, Business Interruption**
If an emergency (production down) OIIT product or service related business interruption occurs Monday, May 26, 2008, call the OIIT Helpdesk immediately and follow instructions to leave an emergency message to automatically page on-call support staff (1-888-875-3697 toll free within Georgia, or 706-583-2001).
NOTE: If you call the OIIT Helpdesk and you encounter a problem
- reaching the OIIT Helpdesk Call Center main menu, or
- with Call Center menu options or features
call 1-888-755-4791 and leave (through the numeric-message feature) a 10-digit telephone number where you can be reached.
**Non-Production Down Question, Request, or Problem**
- If you have a non-production down question, request, or problem that can be addressed the next business day (Tuesday, May 27), please submit an OIIT self-service support request (http://www.usg.edu/customer_services) or e-mail helpdesk@usg.edu
- To update an existing request, please e-mail helpdesk@usg.edu and include the request number
MORE INFORMATION
For more information about OIIT-USG Service Level Guidelines including communications, please refer to http://www.usg.edu/customer_services/guidelines/service_level.pdf
Related link(s):
Submit OIIT Self-Service Support Request
See OIIT-USG Service Level Guidelines
May 04, 2008
*NEW* OIIT Self-Service Support Request April 22 Training/Demo Available On-Line
For those who attended the April 22, 2008 OIIT Self-Service Support Request Training/Demo, thank you, it was great having you on the webcast.
- If you were not able to join us, the session archive can be viewed at http://208.185.32.175/launcher.cgi?room=Self_Serv_2008_0422_1108_38
- This 54 minute session focuses on OIIT self-service support request functionality, navigation, operation, and access.
- If you are new to OIIT self-service support requests, we hope you can join the next live presentation May 22, 2008, 2:00 - 3:00 p.m.
- Watch e-mail for an announcement and a reminder about the May 22 session.
MORE INFORMATION
More information about the training session--including how to log into Wimba Live Classroom--is later in this announcement.
Or contact the OIIT Helpdesk at helpdesk@usg.edu.
Thank you.
==========
WHAT: OIIT self-service support request introductory training/demonstration, presented April 22 through Wimba Live Classroom, is available on-line.
WHERE: http://208.185.32.175/launcher.cgi?room=Self_Serv_2008_0422_1108_38
WHO MAY VIEW: OIIT customers who presently submit, or who would like to submit, support requests to OIIT using the self-service system.
TRAINING FOCUS
This 54 minute training session shares existing and enhanced functionality with current and new users.
Focus is on how to
- Obtain access to the system
- Submit a new support request
- View an existing support request submitted to OIIT
WHAT YOU SHOULD DO BEFORE VIEWING THE SESSION
Run the Wimba Setup Wizard on the computer that will be used to view the session.
The Wizard
- is located at http://208.185.32.175/wizard/launcher.cgi?wc=hmqt.
- ensures the computer is properly configured to use Live Classroom.
If the computer does not successfully complete the Wizard, complete and submit the Wizard feedback form, or contact technical support at http://www.wimba.com/technicalsupport. The feedback form is automatically forwarded to the Board of Regents Live Classroom administrator who will respond.
Configuration tips
- Recommended browser - Internet Explorer 5.2 or higher or Netscape
- Popup blocker - Disable before using Live Classroom
- Optimal performance - Close all unnecessary applications
- Technical support - http://www.wimba.com/technicalsupport
HOW TO LOG INTO LIVE CLASSROOM AND VIEW SESSION
After successfully completing the setup wizard, go to http://208.185.32.175/launcher.cgi?room=Self_Serv_2008_0422_1108_38
At the Room ID prompt, enter
Self_Serv
At the Name prompt, enter
InstitutionAbbreviation_firstname
(select "institution" from the chart below, "firstname" is your first name; for example, ABAC_Jane, AUG_Bob)
=====
Institution Name, Sign-in Convention Chart (Example: ABAC_Jane)
ABAC - Abraham Baldwin Agricultural College
ALBANY - Albany State University
ARMSTR - Armstrong Atlantic State University
ATLM - Atlanta Metropolitan College
AUG - Augusta State University
BAIN - Bainbridge College
CLAY - Clayton State University
CGCC - Coastal Georgia Community College
COLUMB - Columbus State University
DALTON - Dalton State College
DARTON - Darton College
EGA - East Georgia College
FVSU - Fort Valley State University
GSC - Gainesville State College
GCSU - Georgia College & State University
GGC - Georgia Gwinnett College
HIGH - Georgia Highlands College
GPC - Georgia Perimeter College
SOUTH - Georgia Southern University
GSW - Georgia Southwestern State University
GSU - Georgia State University
GDN - Gordon College
KENN - Kennesaw State University
MACON - Macon State College
MCG - Medical College of Georgia
MGC - Middle Georgia College
NGCSU - North Georgia College & State University
SAVST - Savannah State University
SKIO - Skidaway Institute of Oceanography
SGA - South Georgia College
SPSU - Southern Polytechnic State University
WESTGA - University of West Georgia
USO - University System Office
VALD - Valdosta State Office
WAYC - Waycross College
Related link(s):
Submit OIIT Self-Service Support Request
View OIIT Self-Service Support Request April 22 Training/Demo
May 07, 2008
*UPDATE* OIIT Self-Service Support Request Training/Demo May 21, 2008
*UPDATE* OIIT Self-Service Support Request Training/Demo May 21, 2008
** Please note date change for this event that was previously scheduled Thursday, May 22. OIIT apologizes for any inconvenience caused by this change. **
WHAT: OIIT self-service support request introductory training/demonstration
WHEN: Wednesday, May 21, 2008, 2:00 - 3:00 p.m.
WHERE: On-line through Wimba Live Classroom (more information follows)
WHO MAY PARTICIPATE
OIIT customers who presently submit, or who would like to submit, support requests to OIIT using self-service.
HOW TO LOG INTO SESSION THROUGH WIMBA LIVE CLASSROOM
After successfully completing the setup wizard (refer to "Configure Local Workstation" section later in this announcement), go to http://gbor-oiit.wimba.com
Select
- Participant Login
At the Room ID prompt, enter
Self_Serv
At the Name prompt, enter
InstitutionAbbreviation_firstname
Select "institution" from the chart later in this announcement and "firstname" is your first name--refer to "Institution Name, Sign-in Convention Chart" section (Examples, ABAC_Jane, AUG_Bob)
MORE INFORMATION
For more information/clarification, contact the OIIT Helpdesk (helpdesk@usg.edu), or refer to the information that follows.
==========
TRAINING FOCUS
The training shares self-service support request functionality, operation, and navigation with current and new users. Focus is on how to obtain access to the system, submit a new support request, and view an existing support request submitted to OIIT.
TRAINING DELIVERY
Delivery is through Wimba Live Classroom. Due to limited classroom capacity, customers are encouraged to share access with fellow institutional participants by logging into a Live Classroom meeting from a single campus location. OIIT's Customer Service department will provide re-occurring, training/demonstration for OIIT's self-service support request tool to USG customers through Live Classroom.
WHAT YOU SHOULD DO BEFORE THE SESSION
1. Acquire headset and/or table top microphone (needed if participants want to ask questions during a session)
2. Configure local workstation to work with Wimba Live Classroom
3. Test access and use of the environment
Notes about Equipment
Examples of equipment used at OIIT:
- Headset (http://www.cdw.com/shop/products/default.aspx?EDC=268524)
- Table top microphone (http://www.cdwg.com/shop/products/default.aspx?EDC=476857)
If you do not have a headset with a microphone or a tabletop microphone, you can also ask questions through the Live Classroom chat feature.
Configure Local Workstation
At least one day before a training session, run the Wimba Setup Wizard on the computer that will be used to participate in the session. The wizard is located at http://208.185.32.175/wizard/launcher.cgi?wc=hmqt. The wizard ensures the computer is properly configured to use Live Classroom.
If the computer does not successfully complete the wizard, complete and submit the wizard feedback form, or contact technical support at http://wimba.com/technicalsupport. This form is automatically forwarded to the Board of Regents Live Classroom administrator, who will respond.
Configuration tips
- Recommended browser - Internet Explorer 5.2 or higher or Netscape
- Popup blocker - Disable before using Live Classroom
- Mac - Must use a USB microphone
- Microphone - Plug in BEFORE launching Live Classroom
- Optimal performance - Close all unnecessary applications
- Technical support - http://www.wimba.com/technicalsupport
Test Access
An OIIT representative will be on-line approximately 45-minutes prior to the session to provide assistance. If this time is not convenient, please contact horizonhelp@usg.edu to arrange an alternate time.
Testing should take only a few minutes if the computer is properly configured. However, if changes are needed, instructions will be provided for downloads, configuration changes, and then re-testing after all changes are applied to the local computer.
=====
Institution Name, Sign-in Convention Chart (Example: ABAC_Jane)
ABAC - Abraham Baldwin Agricultural College
ALBANY - Albany State University
ARMSTR - Armstrong Atlantic State University
ATLM - Atlanta Metropolitan College
AUG - Augusta State University
BAIN - Bainbridge College
CLAY - Clayton State University
CGCC - Coastal Georgia Community College
COLUMB - Columbus State University
DALTON - Dalton State College
DARTON - Darton College
EGA - East Georgia College
FVSU - Fort Valley State University
GSC - Gainesville State College
GCSU - Georgia College & State University
GGC - Georgia Gwinnett College
HIGH - Georgia Highlands College
GPC - Georgia Perimeter College
SOUTH - Georgia Southern University
GSW - Georgia Southwestern State University
GSU - Georgia State University
GDN - Gordon College
KENN - Kennesaw State University
MACON - Macon State College
MCG - Medical College of Georgia
MGC - Middle Georgia College
NGCSU - North Georgia College & State University
SAVST - Savannah State University
SKIO - Skidaway Institute of Oceanography
SGA - South Georgia College
SPSU - Southern Polytechnic State University
WESTGA - University of West Georgia
USO - University System Office
VALD - Valdosta State Office
WAYC - Waycross College
Related link(s):
Submit OIIT Self-Service Support Request
Go to Wimba Live Classroom Setup Wizard
March 25, 2008
OIIT-USG Service Level Guidelines Version 1.4 Now Available
*NEW* OIIT-USG Service Level Guidelines Version 1.4 Now Available
Version 1.4 of the OIIT University System of Georgia (USG) Service Level Guidelines (SLG) is now available at http://www.usg.edu/customer_services/guidelines/.
The SLG has been revised from Version 1.3 to focus more on you, our customers.
You should read the SLG to learn what you can expect from OIIT in terms of
- Availability
- Support processes and procedures
- Communications
- Target response and resolution times
for all USG enterprise application products and services.
We haven't changed our basic business processes from Version 1.3, but we have updated the content and revised the SLG for readability, style, accuracy, and format to make it easier to use.
The SLG is supported by vendor, program, and product-specific Operational Level Guidelines (OLG) that OIIT establishes and maintains with vendor/partners.
We expect the SLG to continue evolve and mature over time, and we welcome your input about the current version.
Heading into 2008, please read the revised SLG to refresh your understanding of the customer support available to you and e-mail your comments or questions to
slg@usg.edu
Thank you for your time and cooperation.
Related link(s):
Submit OIIT Self-Service Support Request
March 25, 2008
OIIT Customer Services and Helpdesk Win Gold Call Center Excellence Award
The first annual Chancellor’s Customer Service Recognition Awards were recently announced. The awards are given to those individuals, teams and the institutions that have demonstrated the most outstanding service to our customers over the last year. Their actions reflect all five of the state's customer service attributes: COURTEOUS, HELPFUL, ACCESSIBLE, RESPONSIVE, and KNOWLEDGEABLE.
Each of the six categories has an institution and university system office winner at each of the following levels: Gold, Silver, Bronze and Honorable Mention.
The OIIT Customer Service and Frontline Helpdesk won the Gold call center excellence award for exceptional call centers based on outstanding performance and improvement in customer service.
OIIT Customer Service Help Desk Members:
David Disney, Director, Customer Services
Elizabeth Bryant, Helpdesk Agent
Suzanne Kille, Helpdesk Team Lead
Jennifer McClain, Helpdesk Agent
Dale Wechsler, Customer Service Specialist
Mike White, Helpdesk Agent
OIIT Customer Service Help Desk Team implemented a self-service application that gives customers the ability create, submit, and view service requests through a Web interface. Where is OIIT compared to support industry best practices? Self-service customer adoption at the six-month mark should be 30% of the customer base. At the eight-month mark, OIIT activated 362 accounts, approximately 30% of the customer base. It appears OIIT is on course to have approximately 50% after the first year, according to the Helpdesk Institute (HDI), the world’s largest membership association for the service and support industry, which is a significant milestone toward a “best-in-class” service desk.
To consistently and efficiently process support requests, each OIIT Customer Service and Helpdesk staff is certified through the Helpdesk Institute (HDI) as a certified Support Center Analyst (SCA) or STI Knowledge former training program as a certified Help Desk Professional (CHDP), certified Help Desk Manager (CHDM), certified Help Desk Director (CHDD), or certified instructor (CI) who teaches industry best practices and standards through shared facilitation throughout the University System.
OIIT’s Customer Service and Frontline Helpdesk strives to improve delivery of services to make each customer’s experience “faster, friendlier, and easier”.
Related link(s):
Go here for more information about Customer Focus
Go here for more information about Call Center recognition with pictures
September 05, 2007
HDI and Zavata Combine World’s Leading IT Service and Support Certification Programs
In August 2006 the Helpdesk Institute (HDI), the world's largest membership association for IT service and support professionals and the premier certification body for the industry, announced an agreement with Zavata, Inc., a provider of healthcare business process outsourcing (BPO) services and technical help desk outsourcing and certification services. The agreement grants HDI exclusive license for the education and certification curriculum, online knowledge base and Mindshare resources of STI Knowledge, a division of Zavata.
The combination of expertise from HDI and STI Knowledge will result in the industry's largest centralized repository for IT service and support best practices, industry benchmarks, training and certification. As a result, IT service and support professionals will now have a single industry recognized certification source encompassing all career levels from entry level support to support center director.
The Certified Help Desk Professional (CHDP) and Certified Help Desk Manager (CHDM) courses previously offered by OIIT will be offered in the future as Support Center Analyst (SCA) and Support Center Manager (SCM) respectively. Each course will focus on skills building and certification training. CHDP and CHDM certifications will still be recognized as industry professional certifications.
For more information, contact David Disney, OIIT Customer Service Director and Certified SCA and SCM Instructor (CI) (david.disney@usg.edu, 706-583-2016) or go to www.thinkhdi.com.
Related link(s):
News Release
Helpdesk Institute
May 11, 2008
OIIT Helpdesk First Contact or Level Resolution - UPDATED 5/12/2008
First contact or level resolution is a key Customer Service and Frontline Helpdesk performance indicator. The OIIT Helpdesk and Customer Service production support teams take pride and initiative in first contact or level resolution for OIIT production, technical, and service support requests. As of May 12, 2008, calendar year first contact and level resolution rate two week average is approximately 26%. The long term (linear model) projection at the present rate of first contact and level resolution is approximately 32% based upon data collected January 1 through December 23, 2007.
Related link(s):
Submit OIIT Self-Service Support Request