Happy New Year! 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...


 LSA IT Naming convention — Based on input and feedback as to how to simplify interaction with LSA IT, as of January 1st, we are adopting the naming convention of "LSA IT - Building" for all geographically-based support locations (where Building is the name of the building where support is located). We are phasing out the old naming (BioIT, CaTS, CSG, EHTS, NuIT, RSN). In addition to reducing confusion, this is also consistent with the standard adopted for LSA finance and HR regional business offices.

 In a new classroom for Winter 2016 semester? — ISS Operations staff will gladly provide one-on-one training and support in any LSA classroom or for equipment available from any of our Checkout Centers on Central Campus. Request assistance at 734.615.0100 or through the Online Request Form.

 UM3D Lab — Ever wanted to explore 3D Printing or wished you could readily utilize virtual reality for your research? UM3D Lab offers access to the tools, expertise, and collaborative opportunities to get you on track. Cutting edge technology like the M.I.D.E.N (Michigan Immersive Digital Experience Nexus) — a fully immersive, stereoscopic 3D virtual reality experience or 3D Printing and Scanning which enables objects to be scanned and manipulated in virtual reality or printed quickly and cost effectively. Check out these and more at UM3D Lab.

 Easier access to support and more for Windows users — This month, we will be enabling a new service for users with the Managed Windows Build that is called WLMS Notify. It exists as a Block M in the bottom-right corner of your desktop near the clock, and contains useful shortcuts and information. Within the menu, you can do useful things such as get information regarding your computer, contact IT Support, and find shortcuts to map network drives and install software. Look for the Block M to appear on your desktop later this month. Here's a sneak peek!

 OS X v10.11 El Capitan and Izzy Macs — Apple recently released OS X v10.11 El Capitan. Please consult with the LSA IT Service Desk if you are considering this update. We are in the process of validating compatibility with the U-M computing environment and making updates where needed. More information will be announced as it becomes available. (Contact: lsait-service-desk@umich.edu)

 New Turbo Research Storage — Advanced Research Computing now offers a high-speed data storage service for researchers called Turbo, capable of moving data at speeds of up to 40 gigabits per second. Use of Turbo is limited to research data; the service is designed for easy connection with the Flux HPC cluster and for data sharing among research groups. LSA's 2TB storage at no cost to the user and $30/year for each subsequent TB cost-share can be applied to Turbo. Visit LSA Research Storage to request. (Contact: lsait-service-desk@umich.edu or 734.936.3279)

 Planning to try Canvas for the Winter semester? Help is available! — LSA ISS Learning Technology Consultants are available to help LSA faculty through the transition: one-on-one support, course site consultations, and migration assistance. Faculty and Staff who prefer to work independently may also share information, ask questions, and receive updates/announcements about tips, issues, and events at the ITS Canvas at Michigan site. In order to view this site content, self-enroll in this ITS Canvas site. (Contact: lsa-iss-canvas@umich.edu or 734.615.0099)

 Campus Workshops for Winter CanvasIntroductory and advanced Canvas workshops are offered through LSA ISS, UM Library, and the LRC. CRLT also has workshops available for faculty and graduate students. (Contact: lsa-iss-canvas@umich.edu or 734.615.0099).

 Funding for assistance with Canvas Migration — LSA ISS has funding available to hire a grad student or undergraduate to work with a faculty member on Canvas sites. Departments may consider pooling faculty funds to provide more hours for faculty assistance across the department. (Contact: Monika Dressler)

 LSA IT Communities — In order to adopt "Best of#" practices for specific technologies, LSA IT Communities are being established and will provide a cohesive and consistent user experience while maintaining flexibility of unique configurations where needed. The communities (and their facilitators) will focus around Printing (Ryan Bankston), Automation (Jesse Reets), Linux (John Gallias), Mac (Jaime Magiera), and Windows (Tim Ahlgren and Duane Lute). These communities will guide the technical direction of each specific technology and how it is utilized in LSA.

 Fall 2016 specific classroom or classroom technology deadline is January 29th — LSA ISS staff can assist with getting the course in the right type of classroom (eg. Team Based Learning) and most appropriate technology for your pedagogical requirements (eg. Software for a BYOD class or particular type of projection). Requests must be made by January 29th, 2016 for Fall 2016 special scheduling needs. (Contact: Monika Dressler)

 Sitemaker transition complete — The SiteMaker Transition Project has successfully completed its goal of decommissioning the SiteMaker service! The project completed 1,000+ migrations to alternative services, 900+ deletion and 984 archive requests, and over 150 consultations.

 Campus WiFi Update — Full Building upgrades are underway in Tappan Hall, the Undergraduate Science Building and Chemistry & Dow Willard Laboratory. Completed buildings now include the Angell Hall Auditoriums, Mason Hall, Angell-Tisch and Haven Halls. Site Survey and Network Design are scheduled/or in process at CC Little, 202 S. Thayer, Literature, Science and the Arts Building, and Pharmacy, while the Modern Language Building has the Infrastructure Design completed. For more information on the Campuswide WiFi Upgrade Project. (Contact: Marissa Green)

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

LSA IT Support Requests October 2015 November 2015 December 2015
Total Ticket Volume 1,848 1,616 1,453
Total Tickets Resolved 1,659 1,425 1,346
Tier 1 Resolution Rate 50% 50% 45%
Key Performance Indicators
Average ticket resolution time 19 hours 16 hours 16 hours
Tickets responded to within 4 hours 88% 89% 90%
Calls answered within 30 seconds 99% 99% 99%
Overall Customer Satisfaction 99% 95% 100%