In just six months, UAB IT has improved its customer service rating from a 0.4 to at least a 2.2, according to HDI, an industry-leading customer service consultant.
Since summer 2016, UAB IT has made improvements in the AskIT help desk a main priority — with UAB IT leadership, including Vice President and CIO Dr. Curt Carver, taking time answering phone calls from students, faculty and staff.
New training, standard knowledge sharing and process improvements have helped AskIT's technicians deliver a more consistent customer experience for the UAB campus community.
"We've really been pleased to see these changes coming through," said Karen Buckner, director of operations for the School of Nursing's Dean's Office.
And improvement plans don't stop there.
"We're strategically working to better analyze and track the types of issues our customers are having so that we can develop better processes and improve our system so you don't even need to call us because we've already identified the trend," said Jason Johnson, associate director for AskIT.
"Our goal is to solve your problems quickly, so that you can get back to work and get back to changing the world," Carver said.
The new SLA is currently being reviewed by existing clients for feedback and planning sessions and includes topics such as Service Descriptions, Support Procedures, and Standard Maintenance Windows.
The new SLA will take affect for new customers starting in May 2017 and will be published in the Service Catalog.
Existing customers will been moved to the new SLA upon renewals in FY18 with the existing rates staying the same for FY18. However, Infrastructure & Operations is working hard to develop new services and new rates under this SLA in order to stay competitive with the various consumer cloud infrastructure services and to appropriately protect UAB’s IT resources, such as networking and data security, with new contracts and new cloud-based services.
UAB IT’s Infrastructure & Operations will next be working on similar SLAs and Service Roadmaps for Storage & Backup Services, Colocation Services, and Mail & Web Services to be available by the end of the summer within the Service Catalog.
For questions or comments, please reach out to Rachel Moorehead, 205-934-5065, firstname.lastname@example.org, executive director of infrastructure & operations.
UAB IT is now dropping the cost of maintenance for digital signage from $45 to $30 a month. There will also no longer be an upfront license fee.
These changes are to ensure that UAB IT is doing its part “to provide a consistent, cost-effective digital signage solution for campus," said Robert Howard, associate vice president and deputy chief information officer.
UAB digital signage offers dynamic, vibrant messaging with easily adaptable, branded content. With proper hardware, signs can even be interactive.
UAB digital signage offers branded content, automatic emergency notification integration and media flexibility. It is easily managed and maintained through a simple web interface.
For more about digital signage, click here.
These enhancements include additional support for data loss prevention (DLP); enabling email encryption; and improving our protection against phishing campaigns. Additional details will be forthcoming when these services are implemented.
Data loss prevention support will include more email policy tips, similar to the credit card number policy tip implemented in March.
Email encryption will give those who use Office 365 email the opportunity to use an extra layer of security when sending emails, if they choose.
Protection against phishing campaigns will include methods to avoid UAB email servers being blacklisted.
All of the technology in the room was upgraded: the computer is an all-in-one touch-enabled Windows 10PC; the AV controls were updated to the new classroom standard, with a new control panel with intuitive icon-driven interface; new, brighter projector; and Blu-ray player controlled by the touch panel.
“The Crestron system that controls the room will eventually be monitored remotely to ensure more efficient maintenance and support,” said Walt Creel, manager of classroom technology.
Academic adviser Raven M. Dials said she appreciated that UAB IT sought feedback from instructors and others on campus before making changes in the classroom.
“I had a guest speaker this past Tuesday, but she used the system and it worked great and looks amazing,” said academic adviser Raven M. Dials. “I was happy to see the upgrade as I was having issues every week with the projector shutting off in the middle of my presentations as well as our guest speakers. Thank you for taking the time to have it set up and asking for feedback!”
Academic adviser Courtney White added, “The new system is great. The old one would shut off about 10 minutes into my class every week and take me about five minutes to get the projector working again. I had absolutely no issues today.”
Learn more about the classrooms UAB IT serves here, and get the status of classroom technology here.
UAB IT is planning to migrate UAB employee and faculty email to Office 365, a cloud-based system that offers new tools and continuous upgrades to improve the service and environment.
Office 365 offers several advantages for users, and because email is in the cloud, it is not dependent on UAB facilities being available when the user is off-campus. Office 365 is also the email system that students use.
After two successful pilot programs, UAB IT has been migrating the email of customers served by Desktop Services throughout the month of March.
On April 7, UAB IT will begin migrating all campus employees' email to Office 365, with migrations taking place in waves throughout the summer. Employees whose email will be migrated will be notifed by email the week before the migration, with detailed instructions about how to prepare for the change.
There are three main steps that employees can take to prepare for the most successful email migration:
- Update to Microsoft Office 2016.
- Ensure your user name is set in the format "BlazerID@uab.edu" on ALL of your devices.
- Ensure that your email is in what is called "cached mode."
To enable cached mode:
1. Go to File click the Account Settings button and select Account Settings
2. Select the account with Microsoft Exchange as the Type, then click the Change button
3. Under Offline Settings, check the box for Use Cached Exchange Mode
4. Click Next, Finish.
UAB IT will host an online Town Hall meeting about the migration for campus IT professionals on Monday, March 27, at 1 p.m.
Click here to learn more about the migration.
A VPN is used to connect a remote user to UAB campus resources that are restricted for reasons of security and/or licensing constraints.
For detailed instructions and downloads, please visit uab.edu/VPN. Anyone who has trouble accessing this resource from off campus should contact AskIT at askit.uab.edu.
Use Internet Explorer 11 to access Oracle and any other system that relies on the above applications.
Click here for more information from Mozilla.
Identity theft is a real threat; it can happen to anyone, and it can be challenging for victims to deal with the fallout.
The following tips can help you prevent identity theft.
- Read your credit card, bank, and pay statements carefully each month. Look for unusual or unexpected transactions. Remember also to review recurring bill charges and other important personal account information.
- Review your health insurance plan statements and claims. Look for unusual or unexpected transactions.
- Shred it! Shred any documents with personal, financial, or medical information before you throw them away.
- Take advantage of free annual credit reports. In the US, the three major credit reporting agencies provide a free credit report once a year upon request.
- If a request for your personal info doesn’t feel right, do not feel obligated to respond! Legitimate companies won’t ask for personal information such as your social security number, password, or account number in a pop-up ad, e-mail, text, or unsolicited phone call.
- Limit the personal information you share on social media. Also, check your privacy settings every time you update an application or operating system (or at least every few months).
- Put a password on it. Protect your online accounts and mobile devices with strong, unique passwords or passphrases.
- Limit use of public Wi-Fi. Be careful when using free Wi-Fi, which may not be secure. Consider waiting to access online banking information or other sensitive accounts until you are at home.
- Secure your devices. Encrypt your hard drive, use a VPN, and ensure that your systems, apps, antivirus software, and plug-ins are up-to-date.
- File a report with the US Federal Trade Commission at IdentityTheft.gov.
- Use the identity theft report to file a police report. Make sure you keep a copy of both reports in a safe place.
- Flag your credit reports by contacting the fraud departments of any one of the three major credit bureaus: Equifax (800-525-6285), Experian (888-397-3742), or TransUnion (800-680-7289).