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:

Canvas Assistance for Fall and Winter Semesters - LSA ISS staff are available to help with Canvas: one-on-one support, course site consultations, introductory and advanced workshops, migration assistance, help using more advanced features to engage students, and drop-in hours in your department. (Get help or schedule an appointment with an ISS consultant: lsa-iss-canvas@umich.edu or 615-0099.)

LSA IT Infrastructure Maintenance Saturday, Oct 8 8am-3pm - LSA IT’s standard Fall infrastructure maintenance is this weekend, Saturday, Oct. 8th. 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)

CTools Project Sites - U-M ITS is now starting work to migrate existing CTools project sites to alternate technology solutions. While the deadline for migrating CTools project site content is still being finalized, IT units in LSA are working to better understand the project site usage and use cases. We will begin reaching out to some of our project site users to better understand how the sites are currently being used and mapping them to the best replacement solution(s). If you would like to get a jumpstart on migrating your CTools project site, please let us know! We are happy to meet with you and understand your technology needs. (Contact: Mark Bacon, Patrick Belden, Monika Dressler, and Marissa Green)

New LSA Employee Technology Offboarding Form - With the success of the recently released Employee Onboarding form, we have expanded this to include requests for removing employee accounts and access. To provide faster service for these requests, an online form has been developed and is available on the Help & Support Page. Click on "Request Access, Remove Access for Departing LSA Employees" and this user-friendly form will prompt for the necessary information to remove employee accounts. The goal of this form is to make the overall process easier and quicker to complete. Request for access changes can continue to be requested through lsa-accounts@umich.edu. One additional form will be released this fall to allow for access change requests to also be submitted online. (Contact: Lisa Callihan)

Need Help as You Explore New Ways to Engage Students? - ISS Learning Technology Consultants are available to help faculty and GSI’s explore new approaches and options whether Gradecraft, iClicker, team-based learning, flipped classrooms, student media projects, etc.. (Contact: lsa-iss-ltc@umich.edu or 734.615.0099)

LSA Funding to Engage Students and Innovate in Undergraduate Courses - Are you eager to have students work in new ways, collaborate on team-based learning projects, put ideas into action with digital resources, or engage with outside communities, international experts, or students with different perspectives? Do you want to incorporate digital research projects or student multimedia projects into your courses, but worry about access to personal technologies (go-pros, tablets, laptops, audio recorders, cameras)? No matter what size project or idea, funds are available for LSA faculty with varying levels of technical expertise to implement new pedagogies and technologies to enhance undergraduate courses. (Contact: lsa-iss-ltc@umich.edu)

Lecture Capture and Recordings - LSA ISS offers LSA Lecture Capture in a number of classrooms. The system ties audio recordings to lecture slides and projected images. In some spaces, there is the option of having a video recording of the faculty and front of the room. Video is currently available in about half of the lecture capture-enabled rooms. Recording sessions should be scheduled at least one week in advance through the ISS Lecture Capture Site. (Contact: ISS Reservations or 734.615.0100)

LSA IT Service Desk Successful Expanded Support Hours - During fall rush this year, the Service Desk answered 35 telephone calls and 162 tickets during our extended hours. The entire LSA IT team worked together to respond to 1,983 new tickets and were able to handle even more tickets than received. We resolved 2,016 tickets during this time. These stats are very similar to what we handled during fall rush last year, and are well above our typical monthly averages. The Service Desk extended fall rush hours are now complete and have returned to normal working hours. The Service Desk is available for questions Monday through Friday 8:00am-5:00pm. (Contact: lsait@umich.edu)

New and Updated Software Available - Since the previous update, UmichITAM has released the following upgrades to the software catalog:  MATLAB R2016a/b, Microsoft SQL Server 2016, Microsoft Windows 10 R1607 “Anniversary Update”, Scrivener for Mac 2.8*, & Scrivener for Windows 1.9.6*. Complete list of all titles. (Contact: UmichITAM-Help@umich.edu)

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

LSA IT Support Requests July 2016 August 2016 September 2016
Total Ticket Volume 1,291 1,705 2,073
Total Tickets Received 1,346 1,653 2,090
Tier 1 Resolution Rate 53% 48% 52%
Key Performance Indicators
Average Ticket Resolution Time 15.5 Hours 19 Hours 17 Hours
Tickets Responed to Within 4 Hours 88% 90% 90%
Calls Answered Within 30 Seconds 99% 99% 99%
Overall Customer Satisfaction 99% 99% 99%