Happy September! These updates cover news from LSA IT, as well as the broader Michigan IT community that's here to serve your IT needs. Feel free to forward to others who may be interested. Feedback and questions are always welcome.

Fall rush extended support hours — Starting Monday, August 31st, the LSA IT Service Desk is offering extended support hours to assist with fall rush. The LSA IT Main Service Desk will be available for email, phone, and walk in support Monday through Thursday starting at 7am until 7pm and on Fridays from 7am until 5pm. Extended hours will be available through Friday, September 25th. (Contact: Lisa Callihan)

Lynda.com training resources available — Looking for in-depth training on hundreds of IT and non-IT topics? From the basics of Excel, to complicated image processing in Adobe, to building high performance teams, to understanding Facebook messenger privacy settings, and much more, Lynda has something for everyone. To access, go to lynda.com, click Log in, then select "through your organization or school", enter umich.edu, and follow the on-screen instructions. (Contact: 4HELP@umich.edu)

iClicker student response systems — Instructional Support Services (ISS) Learning Technology Consultants are available to help faculty and GSI's get started and ask effective engaging questions with iClicker. Drop-in assistance is available in MLB 2014 during regular business hours, or go online for video tutorials of iClicker with CTools. The ISS Learning Technology staff are currently producing a video for the version of iClicker that works with Canvas-- it will be available soon. For more information, email lsa-iss-ltc@umich.edu or call 734.615.0099. (Contact: lsa-iss-ltc@umich.edu)

Need to purchase data for your research? Apply for a Library Data Grant! — The Library welcomes applications for the new Library Data Grants Program. Affiliated researchers (faculty, graduate students, undergraduates etc.) can apply for the library to acquire commercially available data needed for research. If your application is chosen, the Library will fund access to the data and make it available for general use by the campus community. Visit the Libraries Grant information page for more detailed information and remember to Apply online before October 1st, 2015.

Need scientific computer programming help or assistance? — LSA IT's Advocacy and Research Support (ARS) group can assist you with programming projects big and small. We specialize in a wide range of tasks including data analysis, experimental control, and instrument automation. Our language expertise is largely in MATLAB, LabVIEW, and C/C++ but we can provide help for a variety of others. Visit the LSA Services Portal for additional details. (Contact: lsait-ars@umich.edu)

Blue Jeans workshops set at the MLB Media Center — Staff, faculty, and students from across the university are welcome to attend a 75-minute workshop covering uses, features, meeting creation, and management of Blue Jeans virtual rooms. Twelve different dates have been set so be sure to pick your time and register by visiting the Teaching and Technology Collaborative (TTC) website today. (Contact: lsa-iss-reservations@umich.edu)

Canvas migration funding for faculty — LSA Instructional Support Services (ISS) has funding for LSA faculty interested moving their course sites from CTools to Canvas. LSA ISS will provide funds for a graduate student or undergraduate student to work with a faculty member on their migration. (Contact: Monika Dressler)

Funding to "Tech" your course! — Want to explore new ways of enriching your classroom teaching using everything from 3D printing to field work/data collection on iPads; from daily videoconferencing with a foreign University to revising the pedagogy of the lab/discussion sections to create more interactive, team-based learning? Funds are available for faculty with varying levels of technical expertise to implement new technologies to enhance undergraduate courses. Funds may be used for student assistants, programmers, resources, and other project support. Email Moni Dressler for more information. (Contact: Monika Dressler)

GraphPad Prism software now available — UmichITAM has completed the purchase and integration of GraphPad Prism 6 into the software catalog. License details are found on SharePoint in the Prism 6 software record. (Contact: UmichITAM-Help@umich.edu)

Google Drive now available in CTools — CTools' Google Drive integration is an easy way to share Google Drive folders, documents, and other Google items with all members of a CTools site. It automatically accesses the roster of students or the participant list in your site. Instructions for adding Google Drive to your CTools site. (Contact: 4HELP@umich.edu)

New and updated software available — Since the previous update, UmichITAM has released the following upgrades to the software catalog: ArcGIS 10.3.1, FileMaker Pro 14, and Windows 10. Renewal licensing is available for SPSS and Amos clients to extend use through August 2016. The following contracts have been renewed: PGI CDK, Parallels, and Scientific Workplace. Complete list of all titles. Crystal Borgman's last day with UmichITAM is September 4th, please send all software inquiries and correspondence to UmichITAM-Help@umich.edu.

Campus WiFi upgrade — The Campus-wide WiFi Upgrade Project is progressing quickly. To minimize disruption, many large classrooms in high priority buildings were upgraded over the summer, with full building upgrades to be completed at later dates. For a complete list of the buildings included in these projects, visit the WiFi Upgrade project. (Contact: Marissa Green)

MiStorage outage notifications — IT staff can now opt-in to receive email notifications for any MiStorage system disruptions or service changes by joining the respective groups in MCommunity. The two groups that are typically used for MiStorage communications are MiStorage NFS Silver and MiStorage CIFS Silver. (Contact: 4HELP@umich.edu)

Beware phishing scams circulating at U-M — Multiple email phishing attacks are currently circulating at U-M. Please take the time to review the IIA Alert: Beware of phishing scams circulating at U-M. (Contact: 4HELP@umich.edu)

LSA IT Service Desk Scorecard — August monthly support ticket statistics are included below. (Contact: Lisa Callihan)

LSA IT Support Requests June 2015 July 2015 August 2015
Total Ticket Volume 1,782 1,895 2,064
Total Tickets Resolved 1,623 1,769 1,859
Tier 1 Resolution Rate 43% 45% 48%
Key Performance Indicators
Average ticket resolution time 22 hours 25 hours 23 hours 30 min
Tickets responded to within 4 hours 93% 90% 90%
Calls answered within 30 seconds 97% 97% 97%
Overall Customer Satisfaction 97% 98% 98%