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

Faculty Advisory IT Satisfaction Survey — Thank you to the over 400 LSA faculty, staff, and graduate students who completed the second annual LSA IT satisfaction survey! We have completed preliminary analysis of results; much more information than can fit in this short update. Highlights include an overall increase in satisfaction with IT services over the past year, identifying specific areas of strength as well as both broad and specific opportunities for improvement. We have already begun to take action based on survey results. More details to come in future updates. (Contact:

Big Data workshop Tuesday, April 7, 11am–5pm — XSEDE (the Extreme Science and Engineering Discovery Environment) and the Pittsburgh Supercomputing Center are holding a one day Big Data workshop April 7. This workshop will focus on topics such as Hadoop and Spark. XSEDE is a single virtual system that scientists and researchers can use to interactively share computing resources, data, and experience. It integrates resources and services, makes them easier to use, and helps more people use them. Register via the XSEDE Portal. (Contact: Erin Dietrich)

U-M Collaboration Forum Wednesday, April 1, 1–3pm — Join members of the M+Google and M+Box teams and some of the leading voices of technology on campus for this live discussion forum on collaboration at U-M. All U-M students, faculty, and staff are welcome to attend. LSA IT's own Dan St. Pierre will be presenting. View the agenda. Watch the live event. (Contact:

Tech Resources for Grad Students — LSA IT has put together some information to help graduate students better understand what technical resources are available to them. A primer on High Performance Computing / Flux, together with live training events are available. Plus, an introductory document with many useful links can be found here. (Contact:

Advocacy service update — We continue to roll-out the IT Advocacy role to additional units across LSA, including our recent inclusion of Romance Languages and Literatures. We are now participating with 21 units across the College. The aim of this service is to provide focused attention on your departments' IT needs, helping you navigate a complex campus IT ecosystem to ensure you have the services you need to proactively meet your IT needs. If your unit is interested in this service, feel free to contact us at For up-to-date information on the assignments and participating units, click here and choose the "Getting Started" tab. (Contact: Erin Dietrich)

OS X v10.10 Yosemite and Izzy Macs — LSA IT is now supporting upgrades to 10.10 Yosemite for LSA Mac users. However, we do ask that you contact IT prior to beginning the process for guidance. (Contact:

Welcome two new LSA IT staff — We are pleased to welcome two new staff members to LSA IT today. Stephen McClatchey will be managing IT support operations for the LSA IT CaTS team. Stephen has managed IT operations at the College of Pharmacy, with which he will now have a dual appointment. Matthew Rexer will join the LSA IT Research Support North team. Matthew has experience as a desktop support specialist and application systems analyst/programmer with the U-M Health System. Please join us in welcoming Stephen and Matthew (Contact: David Sweetman)

New and updated software available — Since the previous update, UmichITAM has released the following upgrades to titles in the software catalog: PGI CDK R2015, OriginPro 2015, STELLA 10.0.6, and Toast 12. The following licenses were renewed: Bomgar, Intel Parallel Studio XE Composer Edition for Linux, Mathcad, Papercut NG, VMware Academic Program (VMAP), and the ArcGIS Single-user License. Additional entitlements for Scrivener were purchased to accommodate growth. Complete list of all titles. (Contact: Crystal Borgman)

New from M+Google — Based on user feedback, "Shared with Me" has returned to the new Google Drive. Google is launching changes to the structure of Docs editor URLs in order to assist editors when signing in to multiple accounts. And a new Google Calendar app, available in the App Store, is now available for iOS. (Contact:

M+Box — Please take a few minutes to read up on more of the latest M+Box Monthly Updates. (Contact:

Customer Experience Team — Each of the LSA IT Walk-in locations now has a Customer Experience Team (CET) Desktop Support Specialist available in the office to provide assistance with IT support. This team is now also supporting LSA account access needs, which can be requested by emailing In addition to the IT support this team provides, advanced software application assistance continues to be available through our vendor, Vitalyst. This service can be reached by selecting the advanced software support option when calling the LSA IT Service Desk. (Contact: Lisa Callihan)

LSA IT Service Desk Scorecard — Support requests to continue to be answered in a timely manner. Average resolution time for standard requests is now less than one day and we have addressed a portion of the backlog, resolving more tickets than were opened in March. Average resolution for "High" and "Critical" priority incidents has been removed from this report due to the low quantity of these incidents and related lack of meaningfulness as an overall metric of performance. (Contact: Lisa Callihan)

LSA IT Support Requests January 2015 February 2015 March 2015
Total Ticket Volume 2,040 1,608 1,766
Total Tickets Resolved 1,783 1,712 1,824
Average Time to Resolution by Priority
Standard 45 hours 52 hours 18 hours
Low 35 hours 37 hours 24 hours
Key Performance Indicators
Tickets responded to within 4 hours 86.12% 85.34% 86.16%
Calls answered within 30 seconds 94.70% 91.89% 94.77%
Overall Customer Satisfaction 100.00% 99.21% 92.40%