ITS Continues to Improve IT Experience at FSU
This message has been approved by Jane Livingston, Associate Vice President and Chief Information Officer.
One year ago when ITS embarked on our Voice of the Community campaign, we could not have imagined the countless challenges and opportunities we would face. Nevertheless, our intentional efforts to focus on improving our service delivery and aspiring to improve partnerships throughout the FSU community have remained constant.
In the last three months, ITS has pivoted our operations to bring more than 50,000 students, faculty and staff online. Many of our services are seeing higher usage than ever before, and we are experiencing higher customer satisfaction and appreciation than ever before. Though current operations look much different than they did a year ago, we are still forging ahead with improving the IT experience at FSU. A few highlights include:
- Increased ITS representation on campus committees and working groups in response to remote learning, teaching and working
- Collaborated with university departments to adjust grading, end-of-term dismissal and honors rules in response to COVID-19
- Provided access to Bomgar remote desktop support tool to customer bases across FSU to meet increase in demand for remote support options
- Established several webpages to share updates, training materials and other resources for major ITS projects
- Completed ITS pre-orientation video to introduce students to ITS resources before arriving on campus
- Streamlining service request and problem intake methods
- Created PPM workgroup to define and standardize ITS project terminology and project artifacts
- Responded to increased need for automated forms and approvals
- Developing a knowledge base to enhance self-service options for customers and university IT support staff
- Created IT Professionals Support workgroup to discuss opportunities and procedures for expedited, higher-tier support for IT professionals
As we continue on this journey, we welcome any feedback you have. View a list of ongoing updates and share your thoughts via the survey found on the Voice of the Community webpage.