After a successful engagement that brought major improvements to the AskIT help desk, UAB IT is partnering again with HDI to make changes to the Desktop Services unit.

After working over the past year with HDI — an industry-leading customer service consultant — AskIT improved its customer service rating to a 2.6. HDI has now evaluated Desktop Services and is developing an improvement plan for the unit, whose technicians are responsible for tech help for departments and units across campus. The goal is to improve to a 2.5 rating in nine months.

"Our challenge is to evolve into a trusted partner who consistently provides the level of IT support services needed for an innovative, world-class academic, medical and research institution," said Jamie Witter, associate director for Desktop Services.

Vice President and Chief Information Officer Dr. Curtis A. Carver Jr. will be working with Desktop Services during this time to see for himself the needs of Desktop customers, so don't be surprised if Carver shows up to help install a new computer or move a printer for you.

"As I did when we were working to improve AskIT, I want to hear first-hand about the challenges our customers face and how we can improve our services to empower you to quickly get back to work when you have technical issues," Carver said.

Among the improvements Desktop would like to make are putting more structure around the processes the technicians use to respond to customer incidents and requests; reducing the resolution time for incidents and requests; and resolving more issues remotely, so you can more quickly get back to work. 

Carver will also be checking in with customers periodically over the next few months to get feedback about how Desktop can improve.
legionfieldcrowd

Thanks to a collaborative effort, there were few problems despite the record crowd at Legion Field for the first Blazers football game of the season on Sept. 2.

This system streamlined the entry of any students and fans into the stadium cutting down entry time with just a swipe of a BlazerID or other UAB fans with just a scan of a ticket. This partnered with the addition of WiFi access points spots around the 17 entry gates at Legion Field helped make this large initiative possible.

"Not only was the Digital Ticketing Project a great success, game one of 'the return' was also, hugely successful. All parties involved deserve a round of applause for a job well done," said Nelvin Short, deputy director of telecommunications for the City of Birmingham.

IT Project Manager Carrau Brewer also applauded the effort.

"Sometimes, success is measured by the dollars and cents. In the case of this project, we would like to measure success by applauding your hard work for accommodating the 45,212 fans that attended the return of football at UAB as well as being played at the Legendary Legion Field," Brewer said.

Learn more about how UAB IT supports the Blazers here.
Want free ice cream? UAB IT is hosting a free ice cream social for students to kick off its second annual free Laptop Checkup for students.

The events are part of the celebration of National Cyber Security Awareness Month, which serves to remind everyone of the importance of information security. The ice cream social will be held Monday, Oct. 9, from 10 a.m. to 2 p.m. in room 318 at the Hill Student Center. Stop by for games, information and, of course, free ice cream.

Then come back Tuesday through Thursday, Oct. 11-12, for the free Laptop Checkup. Our tech experts wil ltake a look at your laptop to make sure it is free of viruses and other security risks.
MultiplyingPhish
When a suspicious email hits your inbox, it is sometimes followed by even more — but why so many?

If one person at UAB falls for a phishing email, their account can become compromised — and send out dozens or hundreds of similar phishing emails, all from that legitimate but compromised account. Because the phish comes from what appears to be a legitimate account, more people are apt to click links or attachments in the email.

And if more people fall for the phish, the emails continue to spread.

When phishing reports are made to UAB IT, the Information Security team acts quickly to recover compromised accounts and block the senders and suspicious URLs. That's why reporting a phishing email — through the PhishMe Reporter button in Outlook or by forwarding to phishing@uab.edu — is so important to stopping the spread of malicious emails.

Learn more about phishing and how to recognize a phish at uab.edu/phishing.
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