Distributed Support

David Stack (UW–Milwaukee) and I invite folks to complete a survey designed to compare student wages paid by central IT services with those paid by IT units in distributed schools, colleges and divisions.

Those who respond do not have to identify themselves or their institution. Summary statistics will be posted to the EDUCAUSE DTS Constituent Group Wiki and here in my blog. There is a place in the survey for optional self-identification and aggregate survey responses will be sent directly to those to provide this optional information.

For more information, please see the contact information below.

The survey can be found at
https://surveys.montclair.edu/survey/entry.jsp?id=1167448360496


Information on AJ Kelton can be found at:
Email - keltona@mail.montclair.edu
website - http://www.montclair.edu/~keltona

Information on David Stack can be found at:
Email - david@uwm.edu
website - http://www.uwm.edu/~david/

I have posted this information to my blog (in addition to the wiki) so that those who are interested in doing so can comment and/or continue the conversation.

Join the DTS Group
http://www.educause.edu/DistributedTechnologySupportConstituentGroup/968

I should start off with the preface that I work in on academic unit at our University. A couple of years back, using one-time dollars, some technology was purchased by the main academic unit for each of our departments (we have 14 departments). In the very recent past we have been faced with two issues: when something breaks who pays to fix it and what happens when the warranty expires.

I am looking to put together a Service Level Agreement (SLA) that defines a policy in general terms. In other words, if something is off warranty and it breaks, define whose responsibility it is to fix or replace it. Also, if an extension to the warranty is a possibility, define whose responsibility it is to determine if they want to pay to extend the warranty or take their chances and repair or replace the item.

I know SLA's have been discussed on this list before, but in searching the archives the attachments are not there.

At the recent Annual Conference in Dallas, the resource http://connect.educause.edu was introduced. Within this resource there is the ability to start or respond to blogs and wikis. I created a wiki for the DTS group and also for SLAs

This 41 minute recording provides coverage of the 2005 EDUCAUSE Annual Conference Session entitled Stretch Your Staff with a Departmental Liaison Program.