Tuesday, May 5, 2015

Remote Support Using Bomgar

What is Bomgar?
Bomgar is a secure remote support appliance that enables support representatives to access, diagnose, control and fix remote computers.

Why would we want to use Bomgar?

Bomgar has been able to successfully shorten support calls by as much as 75 percent, while also being able to increase the resolution of first contact calls by an average of 30 to 60 percent. The increase in these numbers means that less problems will have to be escalated to second level support, which allows them to focus on other issues. It also means that we solve your technology problems faster allowing you to move on with your day.

Along with an increase in efficiency, Bomgar is also more secure than the previous remote support system that was in place. Both the customer client and support representative must connect to the Bomgar appliance, which resides under the internal campus security, which is already in place, and does not pass any information to a third party. 

How does this affect me?
Have you ever called the Technology Assistance Center for support and had to have a second level support technician dispatched to your office to perform the work? Bomgar allows the support representative answering your phone call to also perform the work remotely instead of having to locate a second-level support technician to send over to the physical location which could potentially take valuable time away from our faculty, staff, and students.
How does it work?
The most common way to begin a Bomgar remote support session is through an email generated by the support technician. You'll receive an email with a link to begin a new support session. When you click on the link, the Bomgar client is downloaded to your computer so the support representative can connect to your computer remotely. It is important to note that the support representatives can NOT connect to your computer remotely without you granting permission. You are able to control exactly how many permissions you wish to give the support representative, so you are in complete control of the session.

Microsoft Lync Replaced by Skype for Business

Skype icon
As you may have noticed, Microsoft Lync (our previous messaging application) was replaced with Skype for Business during the month of April. You'll notice that all of the features you previously used are still there with a much more streamlined look and simplified controls. If you've ever used Skype for personal use, you'll notice that many of the features are now also being used in Skype for Business.

Many improvements have been made with the transition from Lync to Skype for Business. Some of these include content sharing and telephony. You can now transfer a call with one click instead of three. Also, video calling now allows you to call anyone with a Skype account on any device. Check out all the new features of Skype for Business, watch a short video tutorial, and download a Quick Start Guide using the links below and discover new ways of collaborating with your colleagues today!

Tuesday, April 7, 2015

Open Sessions for the Next University Plan for IT 2015-2018

We Want You!
Now is your chance to attend an open session and provide your input for the next University Plan for IT. Help us prioritize what is important to you and learn how we can improve our services. We want to hear your voice!

Attending the open sessions is important but don't forget to take part in the surveys. There are two surveys, one for the current IT plan (2012-2015) which includes questions about infrastructure initiatives, University applications initiatives, and customer service initiatives and one for the future IT plan (2015-2018) which has a few demographic questions and space to write in any ideas you may have for the next IT plan. All survey results are confidential and will only be used for the purpose of this study. The results will be reported in aggregate form and cannot be identified individually.

You can find everything you need to know about both IT plans on the IT Planning website. Hope to see you at an open session!

Open Sessions
April 8, 2015 - Main Campus
2:00 - 3:00 p.m.
UCB 203 (Founders' Room)

April 17, 2015 - Main Campus
11:00 a.m. - 12:00 p.m.
UCB 213

April 22, 2015 - Kendall College of Art and Design
11:30 a.m. - 12:30 p.m.
Location TBD

Thursday, April 2, 2015

Who ya gonna call?

Call 4822 for all your technology needs
Do you ever have problems with the technology you're using and get frustrated? Never fear, the TAC is here! The Technology Assistance Center is here for you 24 hours a day, 7 days a week. No problem is too big, or small, for us to handle. Just call extension 4822 and let us make your day better. You can also go to the My Tech Support site and chat with a support specialist, request remote assistance, or email us. Who knew there were so many ways to get help with your technology needs! Let us be your superheroes and save your day!

Ext. 4822 | TAC@ferris.edu | 877-779-4822 | 231-591-4822


Tuesday, March 31, 2015

ITS Annual Customer Satisfaction Survey

Each Spring semester, Information Technology Services sends out a university wide satisfaction survey to all employees to determine how well we are providing "Knock Your Socks Off" service to our customers. We urge you to participate in this survey so we can receive your valuable input on our current support and initiatives and compare it to previous years' data. 

We certainly hope that we are providing you with superior customer service but if we aren't, we can't fix it unless you tell us it's broken. It is only with the direction of our customers that we can truly provide the "Knock Your Socks Off" service that you deserve.

"Those who cannot learn from history are doomed to repeat it." 
-George Santayana

Print Management Services Program

At the beginning of 2015, the Admin and Finance division entered into a print management contract for networked printers with Michigan Office Solutions (MOS). The intent of using print management services is to gain visibility and control of printing, which helps you save money, and streamlines service and support for end users. Here are just a few of the benefits of print management services.

Cost Analysis Example
This example shows how much a department can save when enrolled in the MOS print management service program. The department currently prints 1000 black & white pages and 400 color pages per month. The cost per page on the MOS plan decreases to $.012 for black & white pages and $.10 for color pages which results in a cost savings of over 62%.

Cost Analysis Example

Please take a few minutes and read about the additional benefits of the MOS print management service and some frequently asked questions.

Contact Sharon DelBello at ext.3025 or sharondelbello@ferris.edu for questions regarding the MOS print management service program or if your department is interested in signing up and saving money!

Friday, February 27, 2015

Verismic Power Management Program Update

The Verismic Power Management Program continues in the Implementation Phase. Buildings that have already received the power management profile include General Services, Granger, CSS, first floor of FLITE, Ice Arena, Sports Complex, and Prakken.

The power management profile will affect all computers in these buildings that connect (permanently or temporarily) to the wired network. Wireless networks will be included at a later date. Computers will enter sleep mode after two hours of inactivity. To learn how to wake up your computer from sleep mode, click here

Some specialized use computers may need to be excluded from this program, for example, those that are critical to building controls, digital signage, or printing for a computer lab. To request an exception, call 231-591-4822 or write an email to TAC@ferris.edu with the subject of “Computer Power Management exception request”. Please provide your name, building code, room number, phone number, computer name, and barcode number of the computer(s), as well as a description of why the computer needs to be excluded. Leadership will review each request on a case-by-case basis.

Note: A University wide exception has already been made for Microsoft Surface Pro, Dell Venue, and HP Pro x2 tablets. We understand that the typical sleep time for these types of devices is much less than the power management program adheres to and this global exception will help conserve battery life for your device. New models will be added as an exception as University standards are developed. If you have a Windows tablet that is not a Microsoft Surface Pro, Dell Venue, or HP Pro x2, please use the procedure above to request an exception for your model.

If you have any questions or comments, please contact TAC at 231-591-4822 or toll free at 877-779-4822, or by email at TAC@ferris.edu