The work streams have been meeting regularly since the kick-off in mid-July to develop implementation plans. Discussions around campus about Transform IT broadly and specifically the User Support Services project have raised a lot of good questions such as how the transition will be managed effectively, how users will request support, and where they can go for help.
The answers to those questions (and many more) are currently under development by one or more of the 11 ‘work stream’ teams that are a key part of the User Support Services project.
Examples of work in progress:
Work stream team leads have developed a task sequencing and dependency map so that work streams understand which tasks need to be accomplished early so that other tasks can be completed or decisions made in the correct sequence.
The work stream team leads are developing a transition checklist to ensure that key transition details are not missed.
The HR work stream, in close coordination with Gary Sullivan, the Director of User Support Services, is developing an organizational structure for User Support Services. This work is required for Human Resources review, and it is a key component for the new IT support structure.
The Electronic Device Management (EDM) work stream and Information Services staff are determining key technical details that will enable the new support structure. (From a technical perspective, they are determining what Organizational Unit (OU) changes need to be made to accommodate User Support Services.)
For more detail on the work stream activities and timelines, see the User Support Services milestone diagram posted on the front page of the Transform IT website.
Work completed:
On Monday, October 14, the Technology Service Desk launched expanded service hours. Tech support is now available by calling 346-HELP between 6:00am and 2:00am PT seven days pers week. Live chat support is also now available during the same time at livehelp.uoregon.edu. In-person assistance is available in 068 PLC weekdays from 8:00am to 5:00pm PT. For more details, see the Technology Service Desk overview.
Frequently Asked Questions
As noted in this post, there are many questions circulating campus about User Support Services. To help connect answers with those questions—as those answers are developed—we will add a Frequently Asked Questions section to this website. If you would like to submit a question for the FAQ, send it to transformit@uoregon.edu.
This and future posts to this website will also be shared with the campus IT professionals community in a summary form.