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End User Support, Year in Review 2016

Growing Number of Users Supported

2,710 users supported through the new end user support model
  • A dozen units have or are in the process of implementing centralized Help Desk and End User Support services.
    • College of Law 
    • College of Liberal Arts & Sciences 
    • Division of Continuing Education 
    • Division of Student Life 
    • Oakdale Campus 
    • Office of Strategic Communication 
    • Office of the President 
    • Office of the Provost 
    • University College 
    • University Libraries
    • VP for Finance and Operations 
    • VP for Research 

Support Roles Defined

  • The project team defined roles for the desktop support and specialized support job functions.

Plans for Managing Apple Devices Developed

  • Plans for a central Macintosh OS and iOS Device Management Service were outlined. 
  • The document describes in detail the tool sets to be used and process for determining patch updates, application releases, and other maintenance processes.

Enterprise Device Services Workgroup Formed

  • Four College of Liberal Arts & Sciences device-management staff transitioned to ITS March 2, blending complementary skill sets to build a foundation for the new central service.
  •  The central device-management team has two branches:

    • The Enterprise Client Management (ECM) team focuses on managing devices once in service to ensure that they are secure, up to date, and healthy.

    • A new workgroup called Enterprise Device Services (EDS) provides improved tools for deploying operating systems and software applications, and works to improve the overall user experience.