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.

In this issue:

The LSA IT Service Desk is Moving - With the expansion of the LSA Opportunity Hub, the Service Desk currently located in the LSA Building will be relocating on March 13, 2017.  The new office is already open and located in Angell Hall, Room G220.  A desktop support specialist from the Customer Experience Team is available Monday through Friday, 8am - 5pm to provide walk-in service for computer support requests.  A list of all of our available walk-in locations is available here.  (Contact: Lisa Callihan)

LSA IT Infrastructure Maintenance Friday, Feb 24 11pm - Saturday, Feb 25 3pm - LSA IT’s standard Spring Break infrastructure maintenance is this month. During this time, most LSA-provided services will be intermittently unavailable while we perform work necessary to keep our systems functioning well. This includes: software updates, migrations, and other hardware-related maintenance. Specific services impacted are SharePoint, file services (S and H drives, group and lab spaces), LSA Sites, LSA Web Apps, and infrastructure services related to Windows (WLMS) and Linux (Satellite Server). If you have questions about this upcoming maintenance, contact the LSA IT Service Desk. (Contact: Marissa Green)

High Performance Computing (HPC) Workshops - A series of training workshops in high performance computing will be held Jan. 31 through Feb. 24, 2017, presented by Consulting for Statistics, Computing and Analytics Research (CSCAR) in conjunction with Advanced Research Computing - Technology Services (ARC-TS). All sessions are held at East Hall, Room B254, 530 Church St.

Microsoft Hololens - We recently added a Microsoft Hololens to our Field IT Equipment Evaluation and Demonstration Program. It is an Augmented Reality (AR) device, which projects content so that it appears positioned in the world around you. If you would like to see a demonstration or give the Hololens a try yourself, we have a wide variety of demo content and applications available, or we can assist you with bringing your own content to the Hololens. (Contact: Peter Knoop)

WiFi Upgrades for LSA Buildings - Upgrades have been completed at Angell Hall & Angell Hall Auditoriums, 202 South Thayer Bldg., l Undergraduate Science Building, Mason Hall, Tappan Hall, Haven Hall, Modern Language Building, LSA Bldg., Lane Hall, Chemistry Bldg., Weiser Hall (Dennison Building), CC Little Bldg., and Lorch Hall. Construction is underway at Randall Labs, West Hall, and East Hall.

Faculty Stories - “In October 2016, I received fabulous help from LSA IT...the Census Bureau needed to livestream a report to the public about a study they had done...Dennis (at LSA IT) was extremely helpful [and ultimately] came for the entire Census meeting and saved me several times from disaster. The whole Census video meeting went extremely well. I thought it was just great that Dennis was willing to help me and that LSA supported this level of service." (Read the full story here) – Barbara Anderson

Have you had a good experience with LSA IT? We'd love to feature your story in a future newsletter! Contact lsait@umich.edu to submit your story.

LSA IT Service Desk Scorecard - Monthly support ticket statistics are included below. (Contact: Lisa Callihan)

LSA IT Support Requests

November 2016

December 2016

January 2017

Total Ticket Volume

1,399

1,174

1,686

Total Tickets Resolved

1,449

1,242

1,593

Tier 1 Resolution Rate

51%

49%

47%

Key Performance Indicators

Average ticket resolution time

16 hours

16 hours

17 hours

Tickets responded to within 4 hours

91%

89%

88%

Calls answered within 30 seconds

99%

99%

99%

Overall Customer Satisfaction

99%

99%

99%