Transcript Slide 1

Office of Technology Services:
Information Technology – Field Support
New Faculty Welcome and Orientation
Office of Technology Services
Who We Are
OTS - Information Technology – Field Support
Faculty / Staff Help
Center
Distributed Support
Services
Virtual Support Teams
Classroom
Technology Planning
Media Resource
Services for Support
Office of Technology Services
Topics
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General Services Provided
Faculty/Staff Help Center
Additional Technical Support
Home Systems and Networking
Getting Software and Hardware
Accessing the Campus Network
Smart Classroom Tips
Best Practices: Ten Things to Get Started
Office of Technology Services
General Services Provided
• Serve faculty and staff through telephone, e-mail, Remote
Control Assistance, walk-in, and on-site support (telephone is
the preferred route)
• Provide software and hardware service for 4,000+ computer
systems: offices, labs, notebooks, smart classrooms
• Manage the Computer Trade-Up Program to refresh officebased computer systems on a three to four year cycle
• In conjunction with other areas of OTS, test and deploy new
or updated software products to campus computer systems
Office of Technology Services
General Services Provided
• Provide setup, integration, and general assistance with
hardware: printers, scanners, laptop computers, smart
phones, PDAs
• In cooperation with Cook Library’s Media Resource Services,
assist in the support of smart classrooms (primarily the
computer and network aspects)
• Provide design and planning services for classroom
technology projects (new construction and renovations)
• Coordinate, collaborate, cooperate, and communicate with
technology providers across campus who do not report to
OTS through the Campus Technology Coalition
Office of Technology Services
Faculty/Staff Help Center
• Primary point of entry for support requests is by
telephone to the OTS Faculty/Staff Help Center: 410-7045151
• Quick tip: for faculty or staff services, press 2+2+2
• Staffed Monday through Thursday 8am-7pm; Friday 8am5pm during the fall and spring semesters; Monday
through Friday 8 am-5pm at other times
• 24/7 support for select services is available after hours; listen
to the recorded message when calling
Office of Technology Services
Faculty/Staff Help Center
• Comprehensive support for campus PCs and Macs
• For campus systems, we can often “remote into” PCs to help
as long as the standard software configuration is maintained
• When telephone or remote-control based support is not
practical, on-site support to offices is provided by
appointment
• Quality matters: we often send surveys by e-mail, and
comments help a lot with staff development efforts
• Always get your provider’s name
Office of Technology Services
Faculty/Staff Help Center
• If a problem can’t be resolved at the Help Center level, we
will send a technician to campus offices:
– Defined triage guidelines are used as part of a formal
central dispatch model
– One business hour maximum time is allotted for triage,
and during that time, we will assign a technician to the
issue and notify the client by e-mail
– The technician will contact the client to arrange for
service within four business hours
– We have 3 precinct offices on campus, so help is close
by
Office of Technology Services
Additional Technical Support
• Virtual Mac Support Team offers additional help to Mac
clientele
• In addition to OTS, many departments and colleges have
their own “local” IT service providers; check with your
department chairperson
• The Campus Technology Coalition (CTC) includes people
throughout campus (lab managers and departmental IT
providers)
Office of Technology Services
Home Systems and Networking
• We provide limited support for home or personally
owned systems (general assistance using web-based
services, standard TU applications, and verifying service
availability)
• If a person can’t connect to the Internet at home, at
another workplace, in a hotel, at an airport, or in “hot
spots” the Internet Service Provider (ISP) that offers the
service is the best point of initial contact
Office of Technology Services
Home Systems and Networking
• Primary reasons that support for home and personally owned
devices is limited:
- Home networks use many brands and models of hardware and
services vary by provider (Comcast, Verizon, etc.)
- Our staff are trained to support a limited set of standard enterpriseclass devices
- Internet service providers are more experienced with consumer
hardware lines
- Citizen taxpayers get concerned when they hear about state
employees receiving services that they are not also entitled to (“the
headline test”)
Office of Technology Services
Getting Software
• Maryland Educational Enterprise Consortium (MEEC) offers
Microsoft Office 2007/2008 for Mac as part of the work-athome agreement
• The University Store administers MEEC:
http://store.towson.edu
• OTS offers McAfee Anti-Virus and other downloads:
http://www.towson.edu/ots
• For students, Microsoft Office and other products are
available at discounted prices through the University Store
and other sources
Office of Technology Services
Getting Hardware
• Check with your department as well OTS before
purchasing—some hardware devices may not be compatible,
supportable, reliable, or securable
• Special start-up funds are usually great opportunities,
but there have been some surprises; see above—and
check with OTS first to avoid disappointment
• Hardware for research: same factors—work with your
department and OTS in advance
• Departmental and college technology providers are often a
good pre-purchase information resource
Office of Technology Services
Getting Hardware
• Non-standard hardware: iPhones, netbooks, smart phones
other than university-owned, inkjet printers, and other
devices may not supported or supported only to a limited
extent; check with your department and OTS before
purchasing
• More hardware information, including discounted personal
purchases programs:
http://www.towson.edu/adminfinance/OTS/hardwaresoftware/
facultystaff/index.asp
Office of Technology Services
Accessing the Campus Network
• Office, lab, and classroom computers are “locked down” to
prevent malicious or unauthorized use; logon with your
TowsonU username and password
• Off campus, most people just need a “plain” Internet
browser (Internet Explorer or Firefox) to get to core
services:
- Outlook Web Access for e-mail and calendar
http://outlook.towson.edu
- Blackboard, our course management system
http://inside.towson.edu
- PeopleSoft (Towson Online Services) for rosters and
grades
http://inside.towson.edu
Office of Technology
Services
Accessing the Campus Network
• The next “step up” for off-campus connectivity is our Virtual
Workspace (Citrix) environment
• With Virtual Workspace, you can do a few more things
than you can with a “plain” Internet browser—but it
requires a one-time installation of small piece of
software (the Citrix client):
http://virtualworkspace.towson.edu (vw.towson.edu for
short)
• Virtual Workspace includes Windows Remote Desktop
so you can access your office computer (and any
network shares you may have mapped) from home or
another location on campus—like a smart classroom, a
desk in another office, or within a lab
Office of Technology Services
Accessing the Campus Network
• You should never have to keep copies of files on a home
computer or use portable storage like a USB drive to
transport them
• The logon page for Virtual Workspace has links to LOTS
of self-help, how-to documents and movies to get you
started
• A final way is to use our Virtual Private Network (VPN). This
is not a preferred method, since it can result in large amounts
of sensitive data being transferred to less-secure home
computers. But it is an option in some special cases.
Office of Technology Services
Accessing the Campus Network
• General Off-Campus Network Access Information:
http://www.towson.edu/adminfinance/ots/trainingdoc/shr22vw-remote.asp
• Windows Remote Desktop (RDP):
http://www.towson.edu/adminfinance/ots/Training/documenta
tion/Remote%20Access/Remote_Access_2007.pdf
Office of Technology Services
Smart Classroom Tips
• The university has over 200 technology-enabled
classrooms and you can virtually visit yours in advance:
http://www.towson.edu/classroomtechnology/virtualtour
• Physical access (keys, swipe cards, etc.) and support
procedures vary by department; check with your
administrative assistant or chairperson
• OTS provides planning and design services; Cook
Library’s Media Resource Services provides service and
support. Calling 410-704-5151 and selecting Option 3 will
get you to the right party
Office of Technology Services
Smart Classroom Tips
• Power up the system and logon to the computer as soon
as you get to class to give things time to boot up
• If you need special software installed on the computer
(something besides Microsoft Office), check with your
department well in advance so arrangements can be
made
• To display files, use mapped network drives (H: or O:),
Virtual Workspace, or documents saved within
Blackboard. USB drives are easily forgotten
Office of Technology Services
Smart Classroom Tips
• For student presentations, consider having students
place files into Blackboard’s Digital Dropbox or
Assignments as opposed to having them logon or use
USB drives
• If you have a campus office computer, you can use
Windows Remote Desktop to get to it for specialty
software.
• If the computer is locked by another person when you
arrive, you will need to force a shutdown by pressing
and holding the power button; then, restart
• When leaving, always logoff and make sure the projector
is off
Office of Technology Services
1: Your NetID
• With great power comes great responsibility: your NetID provides
access to critical, often confidential, data and services
• With it, you can get into computers, network files, Blackboard (aka
LearnOnline), PeopleSoft (Towson Online Services), e-mail, and
more
• You can also get into headlines, so help us help you
Office of Technology Services
1: Your NetID
• Create a strong password (“3 of 4 by 8”)
• Never share it or give it to anyone, including OTS staff
• When leaving your computer for even a minute or two, lock it
• When leaving for the day, Shutdown | Restart your computer
(logs you off plus cleans out memory). We have green power
management in place.
Office of Technology Services
1: Your NetID
• Don’t use the same password you use for your NetID that you
use for personal sites or services (e.g., online shopping,
Hotmail, etc.)
• Change your password every 90 days at least; we’ll remind you at
14 days, but it’s better for you to keep track in case it happens over
holidays or breaks
• NetID management: go to http://www.towson.edu/accounts
• Another way: in the right-hand column of navigation links under
Towson Online Services, click “Faculty/Staff Entry to PeopleSoft.”
There, you’ll find several tools to help manage your TowsonU
account.
Office of Technology Services
2: Use Network Storage
• Use network-based storage (H: or O: drive space) unless
there’s a very compelling reason not to do so
• Your H: (homeshare, 5 gigabytes) and O: (our department
share) drives are secured by your NetID and available anywhere
(office, classroom, and home)
• We back up nightly and can restore lost files up to 28 days
• The best way to access your files remotely: Virtual Workplace.
It allows you to get to the files stored on your H: and O: drives:
http://virtualworkspace.towson.edu or http://vw.towson.edu
Office of Technology Services
2: Use Network Storage
• Work in your office or smart classroom directly against the
mapped drives on your O: and H: drives
• Within the Virtual Workspace, you can also use Windows Remote
Desktop to access your office computer on campus to demonstrate
specialty software or to use your preferred configuration
Office of Technology Services
2: Use Network Storage
Missing Flash Drive from Community College Puts 15,000 at Risk of
Identity Theft
A college, a flash drive, Social Security numbers, and a contractor ... all the
familiar ingredients for a security fiasco. And yes, the blog Educational
Security Incidents is reporting that Arapahoe Community College has put
15,000 current and former students at risk for identity theft because a flash
drive with their names, addresses, credit-card information, and Social
Security numbers was lost in early August. The records on the drive came
from the college's Corporate Learning Division, and some went as far back
as 1997. A contractor had taken the flash drive for a little R&R at the Copper
Mountain Resort, and it went missing. The college has cautioned those
affected to watch their credit reports and asks anyone with questions to call
them at (303) 797-5091. It also notes that taking the drive for a drive is
against college policy. --Josh Fischman
Educational Security Incidents: http://www.adamdodge.com/esi/
Office of Technology Services
3: Wireless Service
• Wireless is provided over two networks: secure (authenticated) and
open (guest)
• Wireless is supplemental to the hard-wired network
• Wireless is slower and more prone to connectivity issues (blockage
of signal, congestion, etc.)
• Wireless provides flexibility to faculty and students in nonwired areas
Office of Technology Services
3: Wireless Service
• Wireless devices (notebook computers, Wi-Fi enabled cell phones
and PDAs) are high-theft devices in public settings (campuses,
airports, etc.), so be watchful and guarding
• Smart Classrooms may get a wireless signal, but faculty should
always use the hard-wired connection provided at the
instructor station
• Wireless opens up unique “communication conduits” for students;
many cell phones have full Internet and messaging capability
• OTS can’t jam signals; define and enforce classroom policies as
appropriate
Office of Technology Services
4: Operating Systems
• Windows XP, Vista Enterprise, and Mac Leopard are the current
supported operating systems
• New versions of these operating systems are thoroughly tested;
Windows 7 and Snow Leopard will be moving into phased,
controlled testing
• We try to keep the operating system that shipped with the computer
“current” since models tend to be tuned to it
• Currently, Vista comes with new computers as they are
purchased; we are not retro-fitting existing computers with
Vista, although Office 2007 will be updated
Office of Technology Services
5: Standard Software Image
• A standard suite of software and settings is “burned” into an “image”
and loaded by the factory or installed by support providers
• The standard image ensures a reliable, secure, robust, and
supportable computing experience
• If you use your network storage, we can simply “reimage” your
computer and you’ll be quickly back in business
• Reimaging means total erasure of data and reformatting the hard
drive. We try to retain files and settings (like browser favorites)
whenever possible, but H: and O: drive storage is the key to not
losing data in a catastrophic hardware failure
Office of Technology Services
6: Standard Software Image
• Faculty may install appropriately licensed software “above and
beyond” the standard image in support of one’s university
teaching, research, business, or service work; this can be done
on a self-service basis, by a departmental IT provider, or by
OTS upon request
• Temporary Local Administrator rights are granted upon request
to allow faculty and staff to self-install work-related software
applications; permanent rights require authorization and
department head signature
• Updates are available a variety of ways; some are “pushed” by OTS
(especially when security is involved), others can be “pulled” through
Add/Remove Programs
Office of Technology Services
6: Maintaining Manageability
• OTS does a lot to manage computers at TU so you don’t have to
• Tools like Configuration Manager, Windows Server Update Service
(WSUS) and others ensure timely updates and security patches
• McAfee Anti-Virus/Anti-Spyware is loaded on campus PCs;
Virex on Macs; also available for home or personally owned
PCs and notebooks for free from OTS’ website
• Updates to anti-virus signatures are essential; we take care of this
automatically
Office of Technology Services
7: Community Computing
• Think of this a paradigm shift: PC to CC, Personal Computing to
Community Computing: what you do (or don’t do) with your
computer can affect thousands of others
• Installation of non-work-related software often creates serious
stability, manageability, and security issues that could affect the
entire campus
Office of Technology Services
7: Community Computing
• Windows systems are configured for user- or power-user rights.
• Many “hack attempts” exploit by way of Local Administrator rights.
• Local Administrator rights are granted by the Faculty/Staff Help
Center for fixed timeframes based on request for installation of
teaching or work-related software.
• Call 410-704-5151 2+2+2. You will need to provide the name of
your computer (in Windows, Start | Towson System
Information).
• Permanent rights require a signed form and approval of the
compelling need by one’s department head.
Office of Technology Services
8: E-Mail
• TU uses an Exchange/Outlook solution for faculty/staff e-mail
• Nearly 90% of incoming e-mail is rejected de facto as spam using
multiple software and hardware solutions—but it is not perfect and is
not context aware or words (banning stock tips would be a problem
for CBE, banning medications would be a problem for CHP, etc.)
• Phishing scams are prevalent; OTS will NEVER ask for your
password. We may ask for your username, but again, NEVER
your password.
• Multiple “To” recipients diffuses responsibility and reduces chances
of no one doing anything at all (“I thought you were taking care of it;
no, I thought you were.”)
Office of Technology Services
8: E-Mail
• For performance and reliability, maximum INBOX for faculty/staff
Exchange has limits
• Default for faculty/staff is 250 megabytes for INBOX, but can be
extended by special request to the Faculty/Staff Help Center
• In addition to the INBOX, you can store more e-mail using Personal
Folders (.pst files). Not available with Outlook Web Access, but you
CAN with Virtual Workspace
• Your H: drive offers 5 gigabytes, and your Personal Folders
“live” in that space
• Maximum recipients: 5000 (Reply All would be interesting)
Office of Technology Services
8: E-Mail
• Watch out for attachments: 20 MB limit, but that’s pretty bad
etiquette; there are other means to share large files and we can
help with specific needs.
• Some attachments (.htm, .exe, .mdb etc.) are blocked for
security reasons. If for some reason an expected e-mail doesn’t
arrive or your recipient doesn’t receive it from you, this may be
one of several things to look into.
Office of Technology Services
8: E-Mail
• Always send e-mail to students using your Towson University
account as opposed to Hotmail, Gmail, or other systems; this is
university policy
• Blackboard does not let you send e-mail to students using BCC; any
e-mail sent within Blackboard will cause the students e-mail
address(es) to show up in the TO line and all students will see each
other’s addresses. Plus, the Reply All problem comes up.
• Two alternatives that DO let you use BCC are to send e-mail
from within PeopleSoft's class roster or send it with "ordinary"
e-mail such as Outlook
• OTS creates distribution lists automatically each semester for all
class sections
Office of Technology Services
8: E-Mail
• To send using ordinary e-mail and a class distribution list (remember
to use your university Outlook e-mail and not some other e-mail
provider):
1. In the TO line, use your own e-mail address
2. In the BCC line type in the course section address using our
special format described below. You may need to set the
option in Outlook to show the BCC line.
3. Here's an example address: 1084COSC175101.towson.edu. You'll
need to modify the address for your own particular course section.
4. The next slide shows how to do this
Office of Technology Services
8: E-Mail
Here's how we build the class e-mail address step by step:
1: Always start with a "1" (this is the century digit)
108: Add the two-digit year; this example is based on 2008
1084: Add the term code digit; this example is based on fall which is "4“
(1=minimester, 2=spring, 3=summer, 4=fall)
1084COSC: Add the subject code
1084COSC175: Add the course number
1084COSC175101: Add the section number
[email protected] Finally, add the @towson.edu
Office of Technology Services
8: E-Mail
To send within PeopleSoft:
1. Login and navigate to your class roster
2. With your class roster displayed, you can select individual students
and then click the "Notify Selected Students" button OR click the
"Notify Listed Students" if you want to e-mail everyone in the
course section
3. When you click either one of these buttons, a form to compose your
e-mail message will open
4. You, the instructor, will be listed as the TO recipient; your students
will by default be listed as BCC recipients.
Office of Technology Services
9: Portable Perils
• Portable storage is a problem waiting to happen for those for
whom it has not happened already
• Portable storage includes portable media: USB flash drives, DVDs,
CDs (maybe even a floppy disk—remember the ’90s)
• Portable storage also includes internal memory and flash card
memory (SD, Compact Flash, etc.) in phones, iPods and other MP3
players, PDAs, etc.
• The average person is too busy to back up or properly secure
portable storage
• The solution: H: and O: network-based storage for sensitive
documents
Office of Technology Services
10: Stay In Touch
• Call us: 410-704-5151 2+2+2 on the voice mail menu for general
computer and network issues; 3 for classroom technology
issues
• For unplanned or unscheduled maintenance, problems, or timesensitive communications, we use http://alerts.towson.edu
which is also a live desktop feed on Towson University campus
computers
• For planned or scheduled maintenance or general information,
we run frequent articles in the Daily Digest:
http://www.towson.edu/applications/dailydigest
• IT is different in different organizations, so don’t be shy about asking
questions as you learn your way around Towson University
Office of Technology Services
Office of Technology Services
Contributing to the success of Towson University through the development,
maintenance, and support of technology
Office of Technology Services