Video Conferencing is now available in the World Room. Please include Video Conferencing in your room request. Video Conference Equipment Training is available by request through the Help Desk. We ask that you specify a time at least one day in advance that you will be available for equipment training.
Monday, January 17, 2011
Google Apps testers wanted
The Information Technology Department is looking for a few volunteers to test SMU Google Apps. Currently we have a group of 37 users that have agreed to be innovators and testers for our GoogleApps site which includes access to email, docs, calendar, contacts, and other google application offerings.
In the upcoming months we'll be looking to grow our testing pool. We are particularly interested in whole departments that may want to work with this technology.
If you believe you'd be interested in becoming a SMU Google Apps tester, please send an email to helpdesk@smumn.edu with your contact information and the subject line of SMUGmail Sign Me Up.
When we are ready to move forward with additional testing you'll be contacted.
In the upcoming months we'll be looking to grow our testing pool. We are particularly interested in whole departments that may want to work with this technology.
If you believe you'd be interested in becoming a SMU Google Apps tester, please send an email to helpdesk@smumn.edu with your contact information and the subject line of SMUGmail Sign Me Up.
When we are ready to move forward with additional testing you'll be contacted.
Tegrity Update
Over break, Tegrity rolled up a system update part of this update was to fix the playback problems when using the document camera and instructor camera. The classroom computers have been tested with this update and we have not been able to create the audio issue that was occuring previously or noticed any new issues.
Laptop and Tablet users should update their Tegrity recorder prior to teaching classes. If you've had your computer on campus there's a chance that it auto-updated. To see what version you are running, right click on the Tegrity icon in the lower right side of your desktop and choose About from the menu. The update version should be build 7.5.2.849.
To update to this latest release, please log into Blackboard, go to any of your courses, click Tegrity Classes and then select Record a Class from the big button on the top left. (NOTE: you don't actually have to start recording but you need to wait for the Tegrity Recording Window to pop up)
Once the update has installed, be sure to take time to test your tablet/laptop in the classroom that you use the instuctor camera and Elmo.
Here are some additional updates that the update provided.
Improved Performance
Much effort was focused on improving the performance of the Tegrity service. The behind-the-scenes service processes run up to 20x faster in some cases.
Simplified Subscribe Options
Subscribing to audio-only podcasts (MP3), enhanced podcasts (M4B), video podcasts (M4V) and RSS feeds is now as simple as a single click. Subscription icons appear in the lower right corner of the recordings page for a course, next to the Tegrity Connect icon, when a subscription option is enabled by the instructor for that course.
New ‘Help Desk’ Admin Role
A new Tegrity administrator role now exists with restricted admin access for use by institution help desk and IT personnel. This role enables institutions to delegate support tasks to their help desk and IT staff without exposing core Tegrity options and settings. Multiple admins can be created with this role, enabling each individual to have their own login, simplifying management of seasonal or temporary staff.
New Tegrity Support Self-Service Portal
Up to three administrators per customer can now create and track support cases 24/7 using our new integrated self-service portal on help.tegrity.com. Using the portal administrators can open new support cases, prioritize the work on new cases relative to other open support cases, track open cases to resolution, add and view comments for support cases, add relevant attachments to cases, review closed cases, and more.
Simplified Reporting Dates
Based on customer feedback, the reporting dates setting is now simplified. The Weekly Summary and Detailed Reports now present all-time data for reference instead of term-to-date data and the ‘Set Reporting Dates’ admin setting was removed. The reporting dates remain unchanged in the Custom Analysis and Outcome Analysis reports; they are set in the report criteria when running the report.
Improved Recordings/Recorder Monitoring
Recordings and Recorder monitors are now no longer limited to the last 50 recordings or recorders.
Improved Mobile App Viewing Statistics
Users viewing Tegrity content using the Tegrity mobile app for the iPhone, iPad, and iPod Touch, are now included in the Viewing Reports instead of the Download Reports.
Enhanced Support for System-wide Tegrity Implementations
Enables a system-wide implementation, such as a state board of colleges, to centrally control, manage and generate reports for multiple instances of Tegrity. This allows the setting of system-wide policies, which are enforced across multiple Tegrity instances; and provides systems with the ability to generate reports that cover multiple instances. And it does all this while maintaining the ability for each instance admin within the system to manage, as well as control the look and feel, their particular Tegrity instance.
Laptop and Tablet users should update their Tegrity recorder prior to teaching classes. If you've had your computer on campus there's a chance that it auto-updated. To see what version you are running, right click on the Tegrity icon in the lower right side of your desktop and choose About from the menu. The update version should be build 7.5.2.849.
To update to this latest release, please log into Blackboard, go to any of your courses, click Tegrity Classes and then select Record a Class from the big button on the top left. (NOTE: you don't actually have to start recording but you need to wait for the Tegrity Recording Window to pop up)
Once the update has installed, be sure to take time to test your tablet/laptop in the classroom that you use the instuctor camera and Elmo.
Here are some additional updates that the update provided.
Improved Performance
Much effort was focused on improving the performance of the Tegrity service. The behind-the-scenes service processes run up to 20x faster in some cases.
Simplified Subscribe Options
Subscribing to audio-only podcasts (MP3), enhanced podcasts (M4B), video podcasts (M4V) and RSS feeds is now as simple as a single click. Subscription icons appear in the lower right corner of the recordings page for a course, next to the Tegrity Connect icon, when a subscription option is enabled by the instructor for that course.
New ‘Help Desk’ Admin Role
A new Tegrity administrator role now exists with restricted admin access for use by institution help desk and IT personnel. This role enables institutions to delegate support tasks to their help desk and IT staff without exposing core Tegrity options and settings. Multiple admins can be created with this role, enabling each individual to have their own login, simplifying management of seasonal or temporary staff.
New Tegrity Support Self-Service Portal
Up to three administrators per customer can now create and track support cases 24/7 using our new integrated self-service portal on help.tegrity.com. Using the portal administrators can open new support cases, prioritize the work on new cases relative to other open support cases, track open cases to resolution, add and view comments for support cases, add relevant attachments to cases, review closed cases, and more.
Simplified Reporting Dates
Based on customer feedback, the reporting dates setting is now simplified. The Weekly Summary and Detailed Reports now present all-time data for reference instead of term-to-date data and the ‘Set Reporting Dates’ admin setting was removed. The reporting dates remain unchanged in the Custom Analysis and Outcome Analysis reports; they are set in the report criteria when running the report.
Improved Recordings/Recorder Monitoring
Recordings and Recorder monitors are now no longer limited to the last 50 recordings or recorders.
Improved Mobile App Viewing Statistics
Users viewing Tegrity content using the Tegrity mobile app for the iPhone, iPad, and iPod Touch, are now included in the Viewing Reports instead of the Download Reports.
Enhanced Support for System-wide Tegrity Implementations
Enables a system-wide implementation, such as a state board of colleges, to centrally control, manage and generate reports for multiple instances of Tegrity. This allows the setting of system-wide policies, which are enforced across multiple Tegrity instances; and provides systems with the ability to generate reports that cover multiple instances. And it does all this while maintaining the ability for each instance admin within the system to manage, as well as control the look and feel, their particular Tegrity instance.
Office 2010 in Lab 23
Office 2010 has been installed on the Lab 23 computers. If you have any concerns about compatibility between the different versions of Office, come down to the lab and put your documents to the test. In our initial testing, the Helpdesk found no compatibility issues between Office 2010 and Office 2007.
December 2010 Results for Saint Mary’s HelpDesk
The Saint Mary’s HelpDesk strives to resolve issues and questions on the initial contact with the SMU community members. The goal set for HelpDesk and HelpDesk Technical Assistants is 50%+ of incidents documented be “Closed on First Contact” (CoFC). Achieving this goal is a challenge for the Technical Assistants due to the wide variety of issues, questions, and problems they are asked to attempt to resolve. A few of these are: password resets for students and employees, consumer device checkout, classroom support questions, software usage questions, residence hall support, etc., as the charts below indicate.
The charts provided indicate the Top 10 issues resolved at the initial contact and the Top 10 issues not resolved at the initial contact.
University totals: 387 incidents documented. Incidents resolved on initial contact (CoFC): 245 (not resolved CoFC 142) CoFC percent of total: 63% 36 iT and HelpDesk staff documented incidents during December 2010. Of these 36, 26 achieved the 50+ CoFC goal or 72%.
Winona Campus Incidents documented: 315 CoFC: 175 CoFC percent of total: 56%.
Winona Campus HelpDesk and iT staff achieving CoFC goal of 50%+: 100% Group: Brandon Lovera-Ives, John Uhal , Don Cisewski, Jill Congdon, and Sarah Bearbower 80-99% group: Trevor Woggon, Joel Lynch, and Mitch Lawler 70-79% group: Chris Sanstead, Chase Davidson, Amanda Frost, Bridget Ryan, Thomas Plante, and Patrick Luke 60-69% group: Heather Ludwig, Amy Streit, Mitchell May, and David Corpstein 50-59% group: Camden Webster, Brian Behling, Chris Froelich, Clarissa Thompson-Matthew, Melanie Krivachek, Gary Welch, and Ashley House.
Minneapolis Campus Incidents documented: 72 CoFC: 70 Thank you to Chad Colt who did all these for December. CoFC percent of total: 97%.
The charts provided indicate the Top 10 issues resolved at the initial contact and the Top 10 issues not resolved at the initial contact.
University totals: 387 incidents documented. Incidents resolved on initial contact (CoFC): 245 (not resolved CoFC 142) CoFC percent of total: 63% 36 iT and HelpDesk staff documented incidents during December 2010. Of these 36, 26 achieved the 50+ CoFC goal or 72%.
Winona Campus Incidents documented: 315 CoFC: 175 CoFC percent of total: 56%.
Winona Campus HelpDesk and iT staff achieving CoFC goal of 50%+: 100% Group: Brandon Lovera-Ives, John Uhal , Don Cisewski, Jill Congdon, and Sarah Bearbower 80-99% group: Trevor Woggon, Joel Lynch, and Mitch Lawler 70-79% group: Chris Sanstead, Chase Davidson, Amanda Frost, Bridget Ryan, Thomas Plante, and Patrick Luke 60-69% group: Heather Ludwig, Amy Streit, Mitchell May, and David Corpstein 50-59% group: Camden Webster, Brian Behling, Chris Froelich, Clarissa Thompson-Matthew, Melanie Krivachek, Gary Welch, and Ashley House.
Minneapolis Campus Incidents documented: 72 CoFC: 70 Thank you to Chad Colt who did all these for December. CoFC percent of total: 97%.
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