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Jim Rizzo

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RE: QR Codes

Posted By Jim Rizzo 04-04-2024 01:11:40 PM
Found In Egroup: IT Support Services \ view thread
We're just using Adobe to create them for general stuff. For official marketing stuff, folks work with our Marketing department. Jim -- Jim Rizzo (he/him/his) Assistant Director of IT Service Management & Communications Providence College Information Technology 401-865-1277 ...

RE: MFA for Students

Posted By Jim Rizzo 04-01-2024 05:27:05 AM
Found In Egroup: IT Support Services \ view thread
We implemented MFA to our faculty and staff in October 2018 and the students the following summer 2019. A lot of messaging was sent out, though the students took to it much more smoothly than the faculty and staff. In complete honesty, I cannot remember our reasoning for doing the students in the summer, ...

RE: Recommended Remote software for desktop support

Posted By Jim Rizzo 03-13-2024 09:01:36 AM
Found In Egroup: IT Support Services \ view thread
We switched from LogMeIn to BeyondTrust (Bomgar). We like BeyondTrust better (better Mac support), and it was more affordable. It also integrates seamlessly with Team Dynamix. Jim -- Jim Rizzo (he/him/his) Assistant Director of IT Service Management & Communications Providence College ...

RE: Accounts for Applicants

Posted By Jim Rizzo 03-06-2024 05:57:23 AM
Found In Egroup: IT Support Services \ view thread
When you say applicants, do you mean everyone who applies or only those who applied and were accepted? I ask because we're looking at providing accounts for all applicants (including those who may not be accepted), which would increase the number of accounts we need to support by around 500-600%. ...

RE: Accounts for Applicants

Posted By Jim Rizzo 03-05-2024 12:10:58 PM
Found In Egroup: IT Support Services \ view thread
So all admits get an account, but not all applicants? Does this include admits who may decide not to attend your institution? Jim -- Jim Rizzo (he/him/his) Assistant Director of IT Service Management & Communications Providence College Information Technology 401-865-1277 h ...

Accounts for Applicants

Posted By Jim Rizzo 03-05-2024 08:37:00 AM
Found In Egroup: IT Support Services \ view thread
Hey all, We're toying around with the idea of providing accounts for applicants so that they can use our MS365 SSO with MFA to sign in to the Slate portal rather than create local-to-Slate accounts. Have any of you done something like this? My concern is the impact on our support services. We're ...

RE: Language for required security tools

Posted By Jim Rizzo 02-20-2024 10:10:35 AM
Found In Egroup: IT Communications \ view thread
I'm a firm believer in transparency, but that's partly because my primary hat is in end user support. I'd rather folks trust us than want to keep IT at arm's length. It allows us to better serve the community if we also have their trust. I don't believe those particular tools are monitoring every ...

ESM Questions

Posted By Jim Rizzo 02-12-2024 07:35:29 AM
Found In Egroup: IT Service Management \ view thread
Hey all, I have some questions about onboarding new departments to your ITSM as an ESM solution. We're in the process of onboarding our facilities group for this purpose as they've outgrown their current work order system. That said, we had a brief conversation with the manager of our hockey ...

RE: Looking for a new ITSM product

Posted By Jim Rizzo 12-11-2023 11:39:44 AM
Found In Egroup: IT Service Management \ view thread
We switched from ServiceNow to TDX. We use SAML (Azure) for user import. It's automated using an iPaaS flow that runs nightly, but I think you can do it without iPaaS as well. It just might take a little extra work with automated processes on your end. When we met with TDX, they made it worth our ...

Endpoint Security Settings

Posted By Jim Rizzo 12-04-2023 10:50:05 AM
Found In Egroup: IT Support Services \ view thread
Hey all, We're working to roll out some baseline endpoint security settings based off of CIS's best practices. Because we know we'll get folks looking for exemptions, I'm wondering how you all inform your staff and faculty about any standard security settings you've rolled out (such as disabling ...

RE: MAM/MDM for Corporate and BYOD devices

Posted By Jim Rizzo 12-04-2023 06:36:52 AM
Found In Egroup: IT Support Services \ view thread
We looked into MDM a while back (before we had MFA enabled). We had a number of complaints about minor, less invasive things, like using our on prem Exchange environment (before we moved to Office 365) to require users have a passcode on their personal devices. When we moved to MFA, we discussed MAM, ...

RE: Migration from Cherwell to Team Dynamix

Posted By Jim Rizzo 11-03-2023 12:27:06 PM
Found In Egroup: IT Service Management \ view thread
We moved from ServiceNow to Team Dynamix. We implemented Team Dynamix and cut over about 2 months prior to our ServiceNow contract ending. We had both running in tandem during that time, but ServiceNow was only to be used to close out old tickets. Anything new went into Team Dynamix. We did implement ...

RE: Using Microsoft Teams as contact method for Service Desk

Posted By Jim Rizzo 10-26-2023 06:20:40 AM
Found In Egroup: IT Support Services \ view thread
We don't have generic accounts. So we're not able to use Teams for general Helpdesk because of the short shifts of our student workers. People absolutely do reach out via Teams chat to individual members of IT to ask support questions, but otherwise we aren't using it in the traditional "chat for help" ...

RE: Student wireless information

Posted By Jim Rizzo 10-10-2023 06:23:08 AM
Found In Egroup: Small Colleges \ view thread
1. We do not use a NAC on any of our networks. 2. We no longer have licensing for our institutional AV solution for students (we use Microsoft Defender for Endpoint). We recommend students with PCs just use Defender that's built into Windows and that students with Macs use Sophos Home. 3. We monitor ...

RE: IT Champions–Do you have a program?

Posted By Jim Rizzo 09-25-2023 07:16:42 AM
Found In Egroup: IT Communications \ view thread
Just for my own clarification... is this kind of like an IT liaison program with a member from other departments/areas within the college? If so, we don't have one, but it's something I've been thinking about (even made it a goal a couple years ago, but too many projects got in the way). Thanks! ...

RE: IT Departmental Newsletters

Posted By Jim Rizzo 09-12-2023 09:55:54 AM
Found In Egroup: IT Communications \ view thread
Our web accessibility coordinator is on my loosely organized communications committee. :) -- Jim Rizzo (he/him/his) Assistant Director of IT Service Management & Communications Providence College Information Technology 401-865-1277 https://it.providence.edu/help-desk https://ihelp.providence.edu ...

RE: Hardware Damaged by Negligence

Posted By Jim Rizzo 09-11-2023 12:13:43 PM
Found In Egroup: IT Support Services \ view thread
I never thought about bringing this up with them. Thank you! -- Jim Rizzo (he/him/his) Assistant Director of IT Service Management & Communications Providence College Information Technology 401-865-1277 https://it.providence.edu/help-desk https://ihelp.providence.edu https://service.pro ...

Hardware Damaged by Negligence

Posted By Jim Rizzo 09-11-2023 10:16:00 AM
Found In Egroup: IT Support Services \ view thread
Hey all, I got a strange one for you (or maybe not). I'm wondering how different institutions handle cases where an institutionally provided laptop (or other hardware, really) is physically damaged simply because of negligence. A couple examples of what I mean... Holding a laptop in your arms in ...

IT Departmental Newsletters

Posted By Jim Rizzo 09-11-2023 09:48:00 AM
Found In Egroup: IT Communications \ view thread
Hey all, We've had two iterations of an IT departmental newsletter. It started out as a quarterly newsletter and, after a brief hiatus, moved to a monthly cadence. I'm in charge of it as part of my job (with the option to move it to less frequently, as I did this past summer). I currently include ...

Mersive Solstice and Alternatives

Posted By Jim Rizzo 09-07-2023 10:03:00 AM
Found In Egroup: IT Support Services \ view thread
Hey all, Apologies for any cross posting this gets. I'm hoping to get as many responses as possible. We have made extensive use of Mersive Solstice pods in our classrooms and computer labs, particularly in active learning spaces, to allow our instructors and students to projects wirelessly from computers, ...