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End User Support, Year in Review 2017

Implementation progress

  • By the close of 2017, OneIT End User Support was implemented in 23 units. The team completed implementations in the Vice President for Finance and Operations-Business Services department, the Colleges of Education, Business, Pharmacy, Nursing, and Liberal Arts and Sciences (CLAS), the Graduate College, Facilities Management, and the State Hygienic Lab.

To date, 13,262 users are served by the new End User Support model.
  • Conversations and planning are underway in the remaining colleges and units, including the Colleges of Engineering, Public Health, and Dentistry.
  • The team works with each unit to assess needs and implement the services on a unit-by-unit basis. Services in scope include help desk, device management, and desktop support. The approach to classroom support is also coordinated.
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Extended Technical Support team evolves

  • ETS is evolving as it grows. It has two sub-teams, focused on administrative and collegiate support, recognizing that technology needs vary by the type of unit. The groups share processes and coordinate efforts. 
  • A “team lead” approach has been adopted to provide structure and to spread out supervisory responsibilities.
  • To date, seven team leads have been named. Each provides administrative supervision, technical guidance, and mentorship to a team of five to seven support staff. They also continue to provide IT support to the groups to which they were previously assigned. Feedback on the new structure has been positive.
  • Several staff members transitioned to new roles or teams related to OneIT projects and initiatives. Change-management facilitators followed up with these individuals, as well as the teams they have joined, to see how things are going for everyone, and to make adjustments where needed.
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OneIT End User Support Model frees up time to focus on core-mission tasks

As manager of the Extended Technical Support (ETS) Team in the University of Iowa’s Information and Technology Services—Enterprise Services, Shawn Potter always looks for ways to free up ETS professional staff to spend time on tasks that are key to the department’s mission. And, thanks to the OneIT End User Support Project (EUS), which focuses on increasing the efficiency of end-user support by implementing the new service model, he’s been able to do just that. 

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OneIT end user support model helps units manage periods of peak demand

Brandon Mills, IT Director, University Housing and Dining
Responding to peak workload periods became a bit more manageable when the Division of Student Life adopted the new OneIT shared service model for end user support. The change means the division’s technology experts are now part of a larger team of IT support professionals who help each other out to meet the needs of customers—especially in high-demand times.
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IT asset-management system requirements developed

  • The End User Support team drew up a list of requirements for a central IT asset-management system, based on conversations and interviews with stakeholders.
  • The central IT tracking system will consolidate unique solutions used by various units on campus and promote a common process for inventorying technology.
  • Once requirements are finalized, the team will evaluate “home grown” and vended solutions, and recommend which one best meets UI requirements.
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