ITS Communication Plan

Initative #1 | Initative #2 | Initative #3 | Initative #4 | Initative #5

Initiative #3: Provide Consistent, Well-coordinated Technical Communication

Customer Need

How do I...?

Situation

The increasingly complex nature of our computing environment combined with the number and type of available user solutions has created the need for specific technical and non-technical communication and access recommendations for our customers.

Outcomes/Risks

  • Customer confusion over available tools, appropriate tools
  • Customer difficulty in accessing restricted applications
  • Lack of understanding of individual security responsibilities
  • Increased need for customer "technical" training or exposure
  • Increased need for cohesive recommendations across ITS groups
  • Increased need for coordinated, targeted information to customer groups
  • Information to customers unwittingly causes strain on other ITS services

Efforts

  • Assess current technical user information being distributed by ITS
  • Create user-friendly educational materials about technical infrastructure
  • Create user-friendly entry points for remote access methods
  • Describe technical systems in context of user workflow
  • Educate staff on personal responsibilities for computer systems
  • Create central process for outgoing ITS technical communication

Identified Projects

Project Name Project Description Target Completion Date
uNID Conversion. Coordinate the communications and instructions surrounding the conversion to unid as an identifier. Update all websites and online instances where logins are used to clarify new unid replacement. Coordinate among all ITS teams the descriptions and instructions given to users. Coordinate with main campus unid systems. On hold
Ongoing Communications. Continue communications regarding various projects and implementations, such as OS upgrades and equipment inventory. Ongoing
Pubapps/Remote Access Website. Redesign and simplify the Pubapps website (change to Remote Access). Identify the approved methods for remote access within ITS, provide supporting navigation and user information. Analyze ability to customize vendor web screens for remote access (nfuse). 1Q04
Top Problems Reported. Determine if/how ITS staff are using the Top Problems Reported section of the monthly Metrics Report to identify problem areas. Identify followup actions needed and teams affected, e.g., Training, Security, etc. 2Q04
Serviceware. Analyze use of Servicware for user self-help. Identify solutions that could be created for user self-help. Provide more effective and consistent training for Help Desk. 2Q04
Tech Tips. Analyze existing process for opportunities to integrate with ITS-wide initatives. Confirm review process. 2Q04
System and Domain Name Consistencies. Analyze existing naming schemas for system icons, system references, etc for consistency (e.g., Cerner or Olympus or Powerchart; eCare vs Care). Create process for standardizing names or having new names approved. Analyze process for creating new domain names (e.g. password.med.utah.edu), create consistency throughout all websites. Identify standard desired paths (like support.med) and uses for desired paths 2Q04
Account Request. Redesign and simplify the account request information for HSC users. Backend system will integrate new XML PeopleSoft interface and streamline process for quicker turn-around. 3Q04
Equipment Request. Analyze and improve process for requesting equipment. Delineate lease vs. purchase, central vs. department funded, capital vs non-capital, etc. TBD