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:

IT4U CTools Migration Webinar: Thursday, June 22, 9-9:45 AM: If you're migrating content from CTools Project Sites, this one's for you! MaryBeth Stuenkel and John Diehl (ITS) cover what to expect and how to select alternative tools such as U-M Box and G Suite (Google). Learn how Shared Accounts, Team Drive, U-M Discussion Groups and MCommunity Groups can enhance collaboration and communication. Register in My LINC. For a categorized list of recordings, see the IT4U web page.

Travel Safely With Technology: If you plan to travel outside of campus or to other continents, the University of Michigan Safe Computing team has some helpful tips to keep your device and data safe. Questions about the following information can be directed to the LSA IT Service Desk. (Contact: or 734.936.3279)

User Self Support: Resources to general questions and answers for Google Mail, Google Calendar, Google Drive, and Box are now available through the LSA IT User Self Support page. The User Self Support page is a combination of web links, support videos, and basic security practices for the respective services. Each service is listed separately to allow for quick access and general questions. Please contact the LSA IT Service Desk for any additional questions. (Contact: or 734.936.3279)

New and Updated Software Available: UmichITAM has recently released the following upgrades to the software catalog: Camtasia 3 for Mac, Camtasia Studio 9 for Windows, Dragon Dictate 6*, Dragon NaturallySpeaking 14*, EndNote X8, KeyServer, Materials Studio 2017, OriginPro 2017, PaperCut NG 17, Prism 7.03, Spartan’16, Tecplot Academic Suite 2017, and Toast 15 Titanium. The following contracts have been renewed: CrystalMaker Suite, Intel Parallel Studio XE Composers, Materials Studio, Mathcad, OriginPro, PaperCut, Prism, Stata/SE, Stat/Transfer, and Tecplot Academic Suite. Complete list of all titles. (*denotes limited title, requiring access request) (Contact:

WiFi Upgrades for LSA Buildings: Construction/Installation is underway for East Hall and West Hall. Infrastructure/Design is underway for Newberry Hall. Upgrades have been substantially completed at Angell Hall & Angell Auditoriums, 202 S. Thayer, Undergraduate Science Building, Tappan Hall, Mason Hall, Modern Languages Building, Haven Hall, LSA Building, Chemistry Building, Randall Lab, Weiser Hall, CC Little, and Lorch Hall.

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

LSA IT Support Requests March 2017 April 2017 May 2017
Total Ticket Volume 1,808 1,532 1,978
Total Tickets Resolved 1,601 1,280 1,754
Tier 1 Resolution Rate 45% 50% 47%
Key Performance Indicators
Average Ticket Resolution Time 18 hours 18 hours 19 hours
Tickets Responded to Within 4 Hours 99% 98% 93%
Calls Answered Within 30 Seconds 99% 98% 99%
Overall Customer Satisfaction 99% 100% 99%