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.

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. an introductory document with many useful links can be found here. Plus, a primer on High Performance Computing/Flux, together with live training events are available. (Contact:

MATLAB now free for students — MATLAB is now available for free to all students — for their personal machines — under the new campus license. This is the same version of MATLAB and toolboxes that is available to faculty and staff. Here are instructions for obtaining the software. (Contact: Eric Pinaud)

Faculty Advisory IT Satisfaction Survey Results — We continue to use the results of the recent IT satisfaction survey to understand what is going well, and opportunities for change, in the delivery of IT services in LSA. As part of this effort, at a recent LSA IT all staff meeting we brainstormed ways to address some major themes. This included continuing to build on strengths in support, enhancing HPC and other research support, increasing timeliness in issue resolution, new tools and technologies to enhance user experience, relevant and meaningful IT education opportunities, enhancing faculty/lab website offerings, and enhancing collaboration with other technology providers at Michigan and more broadly. This session was only a few days ago and we are still compiling results. More to come in future months. (Contact: David Sweetman)

Annual hard drive secure shredding program, coming next month — This program provides for the secure, certified destruction of hard drive that are no longer needed. More details next month. (Contact: Lisa Callihan)

Chrome 42 and the end of NPAPI support — Chrome 42 is now available and the end of support for NPAPI in Chrome is nigh. What does this mean? In short, a number of major plugins (Java, Silverlight, Flash, Business Objects, ImageNow, Planview, and Blue Jeans) will no longer work in this version of the Chrome browser. Simply use a different browser if you experience any plugin issues. (Contact:

UM/ARC-TS host XSEDE parallel programming bootcamp — An XSEDE Parallel programming bootcamp is coming in mid-June. More information and registration. (Contact: Todd Raeker)

Introduction to Hadoop for IT staff — An introduction to Hadoop/Big Data training session tailored for IT staff is scheduled for Friday, May 8th from 10–11:30am. (Contact: Brock Palen)

Welcome new LSA IT staff — Please join us in welcoming Gareth Ellis to LSA IT effective May 5. Gareth is joining LSA IT's Advocacy team. In addition to expanding the IT Advocacy role in the College, Gareth will also have a special focus on LSA IT's continuing documentation and communications efforts. (Contact: Erin Dietrich)

New and updated software available — Since the previous update, UmichITAM has released the following upgrade to the software catalog: Stata/SE 14. The following were renewed: Materials Studio, Codes for NAG Compilers & Numerical Libraries, Support for Canopy (Enthought Python Distribution), Codes for IMSL & PV-WAVE, WinEdt, Spartan, IDL, and KeyServer. SketchUp Pro is now a free license for instructors through Creation Engine. Complete list of all titles. (Contact: Crystal Borgman)

New from M+Google — A new feature that allows people using Google+ Photos to store and organize photos and videos in Google Drive is coming to all M+Google users. Plus, new conditional formatting options are now available in Sheets. (Contact:

M+Box — Please check out the latest M+Box Updates. (Contact:

Customer Experience Team (CET) — New CET Desktop Support Specialists will be available in each of the walk-in locations effective May 4th, as we continue training to ensure support needs are met at each location. Cross training of CET staff across all locations is scheduled to be completed by Fall, which will enable assistance to be provided to all LSA IT users regardless of location contacted. (Contact: Lisa Callihan)

LSA IT Service Desk Scorecard — Support requests and telephone calls to the Service Desk continue to be answered in a timely manner. The Service Desk has been focused on increasing timeliness and effectiveness of initial call resolution. (Contact: Lisa Callihan)

LSA IT Support Requests February 2015 March 2015 April 2015
Total Ticket Volume 1,608 1,771 1,933
Total Tickets Resolved 1,712 1,824 1,885
Tier 1 Resolution Rate 30% 34% 41%
Average Time to Resolution by Priority
Moderate 52 hours 18 hours 16 hours
Low 37 hours 24 hours 25 hours
Key Performance Indicators
Tickets responded to within 4 hours 85% 86% 90%
Calls answered within 30 seconds 92% 95% 98%
Overall Customer Satisfaction 99% 92% 88%