IT Smart

Change management process

UITS is responsible for a broad collection of systems, services, and capabilities that in many different ways, are important to our community.  Disruptions will periodically occur as we work to maintain and evolve our infrastructure.  UITS has a Change Advisory Board (CAB) that consists of our managers and is tasked with ensuring that substantive changes to IT systems and services follow a standardized process and proceed in a transparent, orderly fashion.  This minimizes the risk of outages or other negative impacts to the community.  A key step in this process involves communicating effectively and broadly with audiences internal and external to UITS.  This crucial step increases awareness among the community of upcoming changes and prompts timely feedback.  To achieve our communication goals, UITS is now publishing scheduled changes on the UITS CAB website.  This new change calendar gives CAB a mechanism to effectively reach a wider audience and gives constituents more opportunity to surface concerns or to illuminate impacts that may have been overlooked.  It also leverages the built-in features of the university events system, such as providing you with the capability to add the CAB calendar to Outlook and subscribe to RSS feeds.  UITS is committed to effective collaboration; we believe that our dedicated change calendar will make it easier for us to deliver information and for you to obtain it conveniently via a mechanism of your choice.

End of Semester Moratorium

UITS will have a moratorium on non-emergency network and system changes starting Monday, December 8, through Thursday, December 18.

We understand that this time of year is a critical period with students and faculty trying to meet end of semester obligations. UITS will defer changes to systems and services that might have a production impact in order to minimize potential outages during this high-anxiety period. Changes required to respond to emergent situations will be duly evaluated and pursued only if their need is significant.

Please do not hesitate to contact us if you have comments, questions, or concerns.

Office 365 design completed

UITS has completed a design for the university Microsoft Office 365 initiative and would like to ask for any final feedback.

Microsoft Office 365 is an organized collection of cloud-based business productivity technologies that integrates enhanced communication and collaboration tools.  It is well aligned towards individuals and their ability to personally leverage technology.  Adoption of this architecture represents a departure from the traditional way IT is centrally delivered at the University.  For this reason, UITS has pursued this project methodically and requested feedback throughout the process to ensure that the end product would be robust and also effectively meet the diverse needs of our constituents.  We have now completed a design, which is the outcome of a rigorous internal and external vetting process. You can review the design documentation on our Microsoft Office 365 website: http://office365.uconn.edu/.  As we begin implementation planning, we ask that you send any final feedback to Josh Boggs at josh.boggis@uconn.edu.  Once we complete the implementation and transition project plan, we will no longer be seeking input on the design.

Changes to UITS Help Center

The UITS Help Center, located in the Math-Science Building M037 and on the first floor (Homer Commons) of the Homer Babbidge Library, provides first contact support and assistance to the university community for the wide variety of services provided by the organization. Our services and their associated support have historically had community centric differences based on major group affiliation (i.e., faculty, staff or student). Unfortunately, this resulted in varied customer experiences and confusion depending on how individuals approached the organization. Based on feedback from faculty, staff, and students, UITS restructured our Help Center at the beginning of the semester to include a mix of HuskyTech student employees and full-time staff. This was done so that all members of our community, regardless of affiliation, would have consistent support options and, more importantly, a high-quality customer experience. These changes have allowed UITS to pursue process and resource efficiency goals while better meeting the individual needs and expectations of our customers.

The past months have validated the preliminary changes, and with your assistance, we are committed to continued development of the Help Center. Your support and feedback remains key to its successful evolution, and we welcome any insights or observations you might share. Please contact Pat Meinweiser with comments, questions, or concerns.