UAB IT has launched an ambitious project to rethink how it serves customers across the UAB campus.

The reThink Project will introduce standardized services and management processes to help the department better serve customers.

UAB IT will also implement ServiceNow, an industry-leading tool, to give customers one door into IT, through a customized online self-service portal where they can request services, report problems and search a knowledge base for answers to common issues.

“The reThink Project will transform the customer service experience with UAB IT,” said Curt Carver, UAB chief information officer and vice president for information technology.

Campus IT personnel in departments and schools across UAB will be invited to participate in the reThink Project.

UAB IT has chosen ServiceNow for its self-service portal for customers, but before IT employees can configure and implement the new tool, they are redesigning the department’s processes for responding to customer requests and incidents.

The focus is on providing end-to-end services to customers — and a cleaner service catalog that is easier for users to understand.

UAB IT will spend much of this year examining its processes for incident management, service request management and problem management, implementing those processes in the new tool, and testing the tool with IT users and functional users.

The go live date for the new self-service portal is expected in January 2016.

For more information about the reThink Project, visit our project page.
Interested in a subscription to Adobe Creative Cloud software but need some lessons in how best to use the applications?

Adobe Creative Cloud subscriptions are available at a discounted rate through UAB IT. UAB’s Organizational Learning and Development office is offering several classes beginning this month to teach everything from the basics to more advanced techniques in Adobe Photoshop, InDesign, Illustrator and Acrobat.

The Adobe Creative Cloud course descriptions can be found in the Computer Skills Course Catalog. Just click on the “Adobe Creative Cloud Classes” link in the Table of Contents.

The training will give users a chance to learn about existing features and new ways to use them, as well as learn about new features now available in Creative Cloud.

“This is a new, more comprehensive curriculum to match the software for new and experienced users alike,” said Michael Maner, manager of computer skills training for UAB Organizational Learning and Development.

To find the class schedule, search for “Adobe” in the online class schedule.

The courses are free for all UAB employees and UAB affiliates, who can sign up for courses through the Faculty and Staff Learning System.

Courses currently available include:

• What You Need to Know to Get Started with Adobe Photoshop CC; Beyond the Basics in Adobe Photoshop CC; Create Professional Layouts with Adobe InDesign CC; Creating Visually Compelling and Flexible Graphics Using Adobe Illustrator CC; and Create and Modify PDF Documents in Adobe Acrobat XI.

Classes available in the near future are Adobe InDesign CC Advanced Layout Techniques and Beyond the Basics in Adobe Illustrator CC.

Courses are for UAB employees only.

UAB IT is aware of problems with Outlook email and with web applications including IRAP and WAM and is working to resolve them quickly.
With students back on campus after a long winter break, here’s a reminder about the various services UAB IT offers.

For more information about how to get started with services, visit the Student Quicklinks and Contacts page.

BlazerID and Password

If you need to change your BlazerID password, you can visit BlazerID Central at uab.edu/blazerid. Student passwords expire after 180 days, but you will receive multiple advance notifications of a pending password expiration date. Sign up for the Identity feature at BlazerID Central so that you can reset an expired password yourself.

BlazerNet

Using your BlazerID and password, log into BlazerNet, UAB's student portal, uab.edu/blazernet. From there you will be able to link to class registration, grades, financial aid and other academic resources.

Help Desk

For support with all things IT contact AskIT, UAB's IT help desk. Many self-help articles and FAQs are available on the AskIT Web site. To access the FAQs, open a ticket or chat with an agent visit uab.edu/askit,or call AskIT at 205-996-5555Hours of operation vary and are posted on the Web site.

Wireless Networks

Stay connected on campus by accessing the UAB WiFi network using your BlazerID and password: uab.edu/it/wireless. Dorm WiFi access is maintained by Apogee ResNet, not UAB IT. For information about how to contact Apogee, click here.

mathematicaUAB students, faculty and staff now have access to Mathematica, a desktop and cloud-based software system based on symbolic mathematics.

Mathematica is available for free to UAB faculty, staff and students, thanks to funding from the College of Arts and Sciences and the School of Engineering.

To learn more about the product and how to download Mathematica, click here.

Customers have used Mathematica for everything from engineering and math to art and architecture. Mathematica 10 software, which is available for Windows, Mac and Linux, includes these featured areas:

• Mathematical structures

• Geometric computation

• Differential equation solving

• Machine learning

• Structured and semantic data

• Core language enhancements

• Geographic computation

• Time-related computation

• Random process analysis

• Visualization and graphics

• Image processing

• Engineering computation

• Software engineering

• External connectivity

AskIT will have special hours during the Christmas and New Year holidays.

  • Monday, Dec. 22, and Tuesday, Dec. 23: AskIT will close at 7 p.m.
  • Wednesday, Dec. 24: AskIT will close at 5 p.m.
  • Thursday, Dec. 25, and Friday, Dec. 26: AskIT will be closed.
  • Saturday, Dec. 27: AskIT will be open from noon to 5 p.m.
  • Sunday, Dec. 28: AskIT will be open from 1 to 5 p.m.
  • Monday, Dec. 29, and Tuesday, Dec. 30: AskIT will close at 7 p.m.
  • Wednesday, Dec. 31: AskIT will close at 5 p.m.
  • Thursday, Jan. 1, and Friday, Jan. 2: AskIT will be closed.

Regular hours will resume Saturday, Jan. 3, with AskIT open from 9 a.m. to 6 p.m.

AskIT will have special hours during the Thanksgiving holiday week.

AskIT will be open from 7 a.m. to 7 p.m. Monday, Nov. 24, and Tuesday, Nov. 25. AskIT will be open from 7 a.m. to 5 p.m. Wednesday. The help desk will be CLOSED Thursday and Friday for the Thanksgiving holidays.

Regular hours will resume Saturday, Nov. 29.
AskIT is changing its phone support hours slightly to better serve UAB students, faculty and staff.

The AskIT help desk will now be open from 7 a.m. to 9 p.m. Monday through Friday; from 9 a.m. to 6 p.m. Saturdays; and from 1 to 6 p.m. on Sundays. The change goes into effect Monday, Oct. 5.

AskIT professionals offer support for all of UAB’s central applications and services, as well as enhanced support for Desktop customers.

Help desk professionals are also available for walk-up support at the Center for Teaching and Learning (ETS 238, Education Building) from 8 a.m. to 8:30 p.m. Monday through Friday; from 10 a.m. to 5:30 p.m. Saturdays; and from 1 to 5:30 p.m. on Sundays.

You can live chat with a professional from 8 a.m. to 5 p.m. Monday through Friday by clicking on the “Live Chat” button at uab.edu/askit.

You can also submit a ticket at any time by clicking on the “Submit a Ticket” button at uab.edu/askit.
Would you like to know more about plans for cloud computing at UAB and the overall direction UAB IT is taking?techtalk
Then join us Thursday, Sept. 25, for the next Tech Talk.  Planned topics include:

·         IT strategy (key components of UAB IT’s Strategic Direction)

·         Risk profile project (update on the project which is taking an inventory of all of the servers on campus)

·         Cloud computing (guidance to campus and upcoming plans)

Tech Talk is open to all in the UAB community involved in information technology. This will be a great opportunity for discussion, not just a presentation.

Tech Talk will be held from 2 to 3:30 p.m. Thursday, Sept. 25, at Cudworth Hall, room 140.

No registration is required.

You’re shopping for dorm room decorations, signing up for classes and buying books.

But don’t forget to get your computer ready for UAB’s campus, too.

UAB IT has a handy guide to preparing your computer for use on our network, including instructions for installing antivirus applications for both Windows and Mac operating systems, downloading software and accessing the network.

Click here for all the instructions.