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What’s ITS all about? Who We are and What We do.


What s ITS all about? Who We are and What We do. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * ITS and UIT There is much confusion over who is ... – PowerPoint PPT presentation

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Title: What’s ITS all about? Who We are and What We do.

Whats ITS all about?Who We are and What We do.
  • There is much confusion over who is who within
  • Tufts Technology Services because of all the
  • ITS Information Technology Services
  • ITS is the dedicated technology end user service
    provider for the Schools of Arts and Sciences,
    the School of Engineering and the Fletcher
  • UIT University Information Technology
  • UIT is the central IT group responsible for much
    of the backend infrastructure, as well as some
    front end services, for all three campuses of
    Tufts University. These systems currently
    include the university high speed network,
    university phone system, as well as the Exchange
    email system and Trunk course management/collabora
    tion service. UIT also provides Educational and
    Scholarly services, as well as Research
    services.  A complete service listing is
    available at http//uit.tufts.edu/?pid1

Technology Outreach At Tufts
  • ITS and UIT both have Technology Outreach
  • The Outreach programs are working together to
    provide Medford Campus with the best possible
    service for any and all needs.
  • The ITS program has Shawn Maloney as a dedicated
    resource for ASE Faculty and Staff.
  • UIT has a liaison program where a selected UIT
    staff member is partnered with a designated
    department representative .
  • We feel that the combination of these two
    programs will give the maximum exposure of
    available technology options to the ASE client

ITS Departments
  • Technology Services
  • Web Development
  • Departmental Server Support
  • Outreach
  • Cohen Auditorium
  • Instructional Services
  • Computer Labs Public and Instructional
  • Classroom Technology
  • Student Support for LAN and Email Accounts
  • Audio/Visual Services
  • ITS Training

ITS Technology Services
  • We are here to help the clients of
  • Information Technology Services
  • Faculty and Staff of
  • The Schools of Arts and Sciences
  • The School of Engineering
  • The Fletcher School of Law And Diplomacy
  • Here is a FAQ about the role of ITS for our
  • http//ase.tufts.edu/its/supportWhoWeSupport.ht

Technology Services Helpdesk and Desktop
  • Helpdesk
  • Call logging of computer, application, and email
  • Desktop Support handles
  • Installation, troubleshooting and repair of
    computer hardware and software for Windows,
    Macintosh, Linux and Unix desktop machines.
  • Creating and maintaining Tufts Accounts
  • Managing access to Tufts resources (i.e. Network
    Storage - P and Q Drives)

Technology Services Helpdesk
  • 7-5898
  • helpdesk_at_ase.tufts.edu
  • Your single contact point for all computer
    questions and problems.
  • The Helpdesk technician will try and help the
    caller with simple questions and problems such
  • - Resetting a Tufts Username login Password
  • - Finding the Right person to speak to
    about technical questions not directly related to
  • The technicians of ITS Technology Services take
    turns staffing the Helpdesk.
  • We feel the time on Helpdesk keeps the
    technicians in touch with the pulse of the
  • The ITS Support Web page is located at

Technology Services Helpdesk
  • Please tell the Helpdesk
  • Who you are Full Name
  • Your phone number If you are only available at
    certain times please say so.
  • Your Department This more for the Engineering
    school than AS
  • Your Location Some departments are split into
    multiple buildings
  • What type of computer your using - PC, Mac,
    Unix, Linix
  • What your problem is - Please try to be as
    descriptive as you can
  • The Helpdesk gets many voice mails of my
    computer is broken when the
  • computer is working fine but email doesn't work
    or Excel cant find a file.
  • We have upgraded the voicemail system to give
    you, the client, the option of either staying in
    the queue for the next available technician or to
    leave a message and you will be contacted by a
    technician .

Technology ServicesDesktop Support
  • Your Technician
  • The ITS technicians are known by several names
  • IA (Information Analyst), FSP (Frontline Service
    Provider), Desktop Support Technicians
  • ITS Technicians provide information and hands on
    help and service for assistance with
  • Computers
  • Peripherals
  • Network issues
  • Email problems
  • Special computer configurations
  • Hardware replacement planning
  • Each Technician is on average responsible for 12
    departments and approximately 300 users.
  • The ITS Service Standards details the time
    period that is considered a Normal Response
    Time to your problem.

Technology ServicesComputer Purchases
  • ITS will help departments with the
    configuration of all new computers. If there is a
    need for a computer that has unique requirements
    the technician will help make sure that the
    components needed are included in your order
  • Examples
  • - Research project requiring computer
  • - Interface with scientific or special use
  • - For a Faculty or Staff member with

The Arts and SciencesHardware Replacement Program
  • The Hardware Replacement program exists to help
    replace old computers.
  • Old Computers are defined as computer that are
    coming off the ITS Hardware Standards list.
  • ITS strongly recommends departments set up plans
    for replacing the old computers in their
    inventories with their technician
  • Recently this offer to departments has been
    modified to include peripherals such as printers
    and scanners if all computers are in compliance
    with the ITS Standard.
  • The Hardware Replacement page can be found at
  • http//ase.tufts.edu/its/purchasingHardwareReplace
  • The ITS Standards page is located at
  • http//ase.tufts.edu/its/supportStandards.htm
  • There are restrictions on this portion of the
    program and departments should check the ITS
    website for full details.

Web Development
  • The ITS web development team offers web design,
    development, maintenance and hosting support for
    the School of Arts and Sciences and the School of
    Engineerings school level sites, departments,
    centers, labs, and institutes.
  • ITS also offers hosting services (only) for
    student organizations within the School of Arts
    and Sciences and the School of Engineering.
  • ITS will maintain a website if the ITS web
    development team has created the site in-house.
  • ITS will not provide maintenance services on
    sites that were developed via an outside design
  • There is no charge for the services noted above.
  • To update a website currently maintained by ITS,
    please send updates to webupdates_at_ase.tufts.edu.

Web Development
  • ITS currently updates 110 websites within the
    School of Arts and Sciences and the School of
    Engineering. Such sites include
  • School of Engineering

    School of Arts and Sciences

    Graduate School of Arts and Sciences
  • (http//engineering.tufts.edu)



Web Development
  • To request a new website within the School of
    Engineering, please contact Julia Keller,
    Communications Manager, Engineering at
  • To request a new website within the School of
    Arts and Sciences, please contact Anne Fishman,
    Director of Communications, Arts and Sciences at
  • The Web Development Home page can be found at
  • A listing of the Web Developments Customers can
    be found at their Web Portfolio page

Departmental Server SupportMicrosoft server
consultation and support Unix server, open
source software, consultation and support
  • ITS offers Support to Departments that maintain
    in-house Windows and UNIX Servers.
  • Our Senior Server Specialists are ready to help
    with all aspects of Server Support
  • We can offer help with Virtual Servers or
    specifications for new equipment (Server,
    Storage, and Backup)
  • We can assist with maintenance such as Security
    and Driver Patches and software updates
  • We are able to assist with configuring backups
  • Please speak to our Server Specialists if you
    are interested in ITS hosting your
  • mysql, postgres, and filemaker databases
  • Real Media and Adobe Flash Media Servers
  • As well as any specialized applications
  • We strongly suggest that any department that
    plans to set up a server of any kind please speak
    with ITS
  • We will work with you to set up and work on the
    Tufts Domain and with the Tufts University
    Network Group
  • Windows - http//ase.tufts.edu/its/supportWinServe
  • Unix - http//asunix.tufts.edu/

Departmental Server Support
  • ITS Server support is currently creating and
    supporting Virtual Servers.
  • Here is a short list of the types that are
    currently actively being supported
  • SQL database server
  • FileMaker database server
  • Peachtree database server
  • QuickBooks database server
  • Specialized web servers/services
  • File services
  • 3rd party license management
  • Here are three servers that represent the wide
    range of specific uses that a virtual server is
    used for in daily life at Tufts
  • Ticketing software for the Music, Drama and
    Campus Life departments
  • Video streaming for the football program
  • A specialized application used in Engineering for
    grad student grant applications

OutreachShawn Maloney
  • ITS Outreach is a department for communication
  • ITS and our Clients
  • ITS Outreach is in constant contact with all ITS
    departments and works to keep the Faculty and
    Staff of the Schools of ASE and the Fletcher
    School of Law and Diplomacy informed and involved
    in all IT matters that affect them on the Medford
  • Outreach communication works both ways, it is
    also here to make sure that ITS is aware of the
    wants and needs of our clients.
  • Please feel free to contact ITS Outreach with any
    requests for help or services that you feel ITS
    may assist you with.
  • Contact
  • Shawn Maloney
  • Assistant Director for ITS Outreach
  • shawn.maloney_at_tufts.edu

  • Beginning in the Fall semester of 2011 Tufts
    Black Board Learning Management System (LMS) will
    be replaced by the new TRUNK LMS. Based on Sakai
    an open source collaboration software effort.
  • Sakai is used by over 350 schools around the
  • This effort is being led by UIT with assistance
    from ITS

TRUNK Resources
  • The TRUNK webpage
  • https//trunk.tufts.edu
  • TRUNK is Simplified Sign On (SSO) enabled so your
    login to the TRUNK page is the same Tufts
    username and password as your Tufts Domain Login.

TRUNK Resources
  • TRUNK Support
  • http//sites.tufts.edu/trunksupport
  • Through this site you can see How To videos,
    tip sheets and register for workshops.
  • Instructors can also request content from
    existing Black Board sites be ported to their
    TRUNK sites.
  • Additional questions about TRUNK may be directed
  • trunk_at_tufts.edu

Cohen Auditorium
  • Cohen Auditorium is the largest
    auditorium/lecture hall on the Medford Campus
  • The Auditorium seats 616 with 486 seats in the
    orchestra and 130 seats in the balcony. 
  • The Auditorium is a multi-use facility serving as
    a classroom from morning through mid-evening,
  • Monday through Thursdays, and a performance or
    conference space on weeknights and weekends.
  • The Cohen Auditorium web page
  • http//ase.tufts.edu/its/classroomCohen.htm

Instructional Services
  • Groups within Instructional Services
  • Computer Labs Public and Instructional
  • Student Support for LAN and Email Accounts
  • Classroom Technology
  • Audio/Visual Services
  • ITS Training

Instructional Services Computer Labs Public and
  • Eaton Computer Lab Public lab for ASE with
    over 150 computers
  • (Mix of PC and Mac)
  • Mugar Computer Lab Lab for Fletcher Students
  • (IDs are checked at the door.)
  • (Pay for Print Printouts in both labs)
  • Braker 002 Instructional Lab, Macintosh
    computers only
  • Eaton 208 - Instructional Lab, PC computers only
  • (Both rooms are reserved through R25)
  • Computer Lab web page at
  • http//ase.tufts.edu/its/labs.htm

Instructional ServicesSupport for Student LAN
and Email Accounts
  • Support for Student LAN and Email Accounts is
    handled at the
  • ITS Computing Center at Eaton Hall
  • Students can come during walk-in hours
  • Monday - Friday between 1-5pm with a government
    issued photo ID card or official Tufts University
    ID card
  • Students may also make an appointment or
    contact the support personnel
  • Calling from campus x7-3701
  • Calling from off campus 617-627-3701 or
  • Emailing student-email_at_ase.tufts.edu or
  • The Student Support web page is at
  • http//ase.tufts.edu/its/emailStudentSupport.htm

Instructional Services Classroom Technology
  • ITS has been providing in classroom AV support
    and equipment since 2001
  • Classroom Connection page lists all rooms with
    information about the room
  • http//ase.tufts.edu/its/classroomconnection/defau
  • (Rooms are reserved through R25)
  • Classroom Technology web page at
  • http//ase.tufts.edu/its/classroom.htm
  • Classroom Technology Support Web Page at
  • http//ase.tufts.edu/its/classroomSupport.htm

Audio/Visual Services
  • ITS AV Services supplies equipment and technical
    knowledge for events in locations without built
    in resources.
  • AV Services assists with indoor and outdoor
    events for the full calendar year.
  • This a pay for use service open to all
    Departments, Centers and Student Groups.
  • The Audio/Visual Services page
  • http//ase.tufts.edu/its/classroomAvServices.htm
  • Contact
  • Email - avservices_at_ase.tufts.edu 

Instructional ServicesITS Training
  • Offers more than 20 training courses
  • Windows and Mac platform
  • Current and previous version
  • Individual or small group skill coaching sessions
    are available upon request
  • Check ITS training calendar online to find
    courses of interest to you and to register for a

Courses Offered
  • Office Productivity Classes
  • Word, Excel, PowerPoint
  • Content ranges from introductory level to more
    advanced topics
  • Email and Calendaring
  • Outlook or Thunderbird client
  • Design and Media Classes
  • Adobe Acrobat (creating PDFs and forms)
  • Adobe Photoshop
  • How to manipulate photographs
  • Database Classes
  • Access (PC) or FileMaker Pro
  • Basic setup and design and implementation

How do I sign up for courses?
  • Sign up online at http//ase.tufts.edu/its/trainRe
  • Get training announcements by email
  • Subscribe to the ITS Training email list at
  • Check out the training calendar for current and
    upcoming courses at http//ase.tufts.edu/its/train

Who do we support?
  • School of Arts Sciences
  • Faculty, staff and students
  • School of Engineering
  • Faculty, staff and students
  • Fletcher School of Law and Diplomacy
  • Faculty, staff and students
  • Classes are offered in the Mark Computer Lab on
    Level 1 of Tisch Library unless otherwise noted

  • Documentation for all courses can be found on the
    ITS training website
  • ITS Training offers free ElementK accounts to our
    clients who may not have time to attend courses
    or prefer to learn on their own
  • Accounts are not unlimited and requests are
    fulfilled on a first-come, first-served basis
  • Accounts are periodically culled to determine
    inactive accounts

Learn While You Eat
  • ITS Training offers learning brunches and lunches
    a few times a month on specialty topics
  • Informal environment
  • Designed to be more of a question and answer
    period from our audience
  • Stay on top of latest trends in technology and
    learn from other members of ITS

Helpful ITS URLs
  • Here is a FAQ about the role of ITS for our
  • http//ase.tufts.edu/its/helpdesk/desktopfaq.asp
  • The Service Standard is located on the ITS
    Standards page.
  • http//ase.tufts.edu/its/policies/standards.aspst
  • ITS Hardware Standards list.
  • http//ase.tufts.edu/its/policies/standards.asp
  • ITS Training website
  • http//ase.tufts.edu/its/training.htm
  • TRUNK Webpage
  • https//trunk.tufts.edu
  • TRUNK Support
  • http//sites.tufts.edu/trunksupport
  • TRUNK Help
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