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Andrea Tanner

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RE: Setting SLA Metric Thresholds

Posted By Andrea Tanner 10-06-2023 12:43:08 PM
Found In Egroup: IT Service Management \ view thread
Colin, I know I am a few weeks behind on reading the threads here but I wanted to comment on something that you were asking here about industry standards and benchmarking. While there may be benchmarks out there, it is really hard to get an apples to apples comparison without looking at org charts, organization ...

RE: Digital Equity/Laptops for all incoming students

Posted By Andrea Tanner 10-06-2023 07:28:52 AM
Found In Egroup: CIO \ view thread
Hello, At Morgan State, our CIO and partners across campus applied for a laptop grant last year and were accepted. The grant provides student laptops for year 1 and 2 of the program. The students are Pell eligible and is determined by the Division that is responsible for Financial Aid. There also is ...

RE: O365 vs Google

Posted By Andrea Tanner 08-18-2023 08:35:17 AM
Found In Egroup: CIO \ view thread
Hello, I only have one thing to add to this discussion--apologies for chiming in so late. If you have a lot of international students online, you may want to keep track of any international vendor limitations. For example, my understanding is that Google does not operate in China. We are a Google school ...

RE: Service policies--

Posted By Andrea Tanner 08-18-2023 06:26:06 AM
Found In Egroup: IT Support Services \ view thread
Hello Karen, Sorry to reply so late, we have been running full tilt since July! :) What we have done is supplied a Service Catalog with our offerings. If it is not in the Service Catalog, we don't offer it. From time to time we find a service that is missing and add it to our catalog. Cheers,Andrea ...

IT Asset Manager Interview Questions

Posted By Andrea Tanner 07-07-2023 07:44:00 AM
Found In Egroup: IT Service Management \ view thread
Hello, We are hiring our very first IT asset manager (check out our job posting if you know of someone in the Baltimore Area who would be a great fit! We also have a Systems Engineer posting too!). Yay! I am so excited about this development. :-) We have just embarked on our first employee refresh program ...

RE: Google Sites Question

Posted By Andrea Tanner 06-29-2023 06:39:29 AM
Found In Egroup: Google Workspace \ view thread
Hello Nathan, Thank you for this suggestion. If we enable Sites for everyone globally, then we would have some users that are going to create unofficial University websites because it is so easy to use. Full disclosure: our website CMS is really hard to comprehend so everyone tries to avoid using it. ...

RE: Google Sites Question

Posted By Andrea Tanner 06-29-2023 06:29:23 AM
Found In Egroup: Google Workspace \ view thread
Hi Paula, This has been one of our workarounds that has been met with limited success. The issue has been (which completely confuses our users) is to explain they also have to log out of the browser profile, too. Chrome and Firefox are pretty aggressive about having people log into browsers so that you ...

Google Sites Question

Posted By Andrea Tanner 06-28-2023 02:30:00 PM
Found In Egroup: Google Workspace \ view thread
Hello, I am not a Google Admin at my school, so please excuse that fact if this is a really elementary question. :-) At my university, Google Sites is shut off at the request of our Public Relations Web Team, so that unofficial websites are not created for the university. An interesting side effect is ...

RE: Passing down software costs

Posted By Andrea Tanner 05-25-2023 12:38:30 PM
Found In Egroup: Project Management \ view thread
Hello Andrea, Typically we provide the software in a physical computer lab or in our VCL (Virtual Computer Lab) if the license allows (for example Adobe does not support their software in our VCL last I checked). These titles are purchased centrally or by the department, depending on historical practices. ...

RE: Evaluating Hardware Vendors

Posted By Andrea Tanner 05-11-2023 01:27:38 PM
Found In Egroup: IT Support Services \ view thread
Hello Jim, We have had issues standardizing our campus on one vendor (issues we are trying to work out) but here in DIT we do prefer recommending Dell because they have a decent quote portal that is easy for us to set up standard machines for Sandy Q. Employee to purchase with PCard or get quotes for ...

RE: LinkedIn Learning competitors

Posted By Andrea Tanner 05-11-2023 09:54:28 AM
Found In Egroup: CIO \ view thread
Hello everyone, I have been reading the LinkedIn Learning (LiL) thread with great interest. Thank you to everyone who as responded! One thing I have been wondering about. For those of you who left LiL and refer folks to local libraries (where that works and is not geo-fenced) are you going with another ...

RE: MDM for personal devices

Posted By Andrea Tanner 05-05-2023 01:34:33 PM
Found In Egroup: Cybersecurity \ view thread
Hello Joe, You ask such a great question! Here at Morgan State we do have university issued cell phones as well as a persistent virtual desktop environment for employees to use via browser, which helps us encourage people to use those resources as opposed to having data on personal devices. It of course ...

RE: Your method for shredding sensitive paper documents?

Posted By Andrea Tanner 04-25-2023 10:11:16 AM
Found In Egroup: Cybersecurity \ view thread
Hello, Where I work now (and the school I worked at previously to this one) we have micro-shredders in our areas. I think with this method, people may not shred something if the shredder is locked away or hard to find. If you shred something once a year, given so much of what we do is NOT paper based ...

Student Communications Preferences Survey

Posted By Andrea Tanner 04-20-2023 07:27:00 AM
Found In Egroup: IT Communications \ view thread
Hello, We are spinning up a project to develop & launch a student communication preferences survey. As I am sure many of you find, students do not read our email notices and then are shocked later to find out about our available software, student printing options, or Virtual Computer Labs (despite us ...

RE: Secured Workstations

Posted By Andrea Tanner 04-19-2023 05:53:18 AM
Found In Egroup: IT Support Services \ view thread
Hello, I also second what Eric R says (hi Eric!). Well said! They will complain, and then it calms down. It can be cushioned up front by the business case you present (see 3rd paragraph for a few ideas that may resonate). I worked at a school where we had installed Microsoft's LAPS (Local Admin Password ...

RE: Email after retirement... What does your institution provide?

Posted By Andrea Tanner 03-08-2023 09:46:03 AM
Found In Egroup: CIO \ view thread
Hello everyone, Here at Morgan State University, an HBCU in Maryland, we do not allow retirees to keep email after they retire. I'm happy to answer questions. Andrea Tanner, M.S.pronouns: she/her Director of Client Services andrea.tanner@morgan.edu (443) 885-4445

RE: Password reset policy

Posted By Andrea Tanner 02-22-2023 07:54:40 AM
Found In Egroup: Cybersecurity \ view thread
Hello, NIST recommends that regular password changes cause weaker passwords overall. Better practice should be longer and stronger. SP 800-63B Section 5.1.1.2 paragraph 9 states: Verifiers SHOULD NOT require memorized secrets to be changed arbitrarily (e.g., periodically). However, verifiers SHALL ...

RE: Multifactor campus exemptions

Posted By Andrea Tanner 02-09-2023 08:09:31 AM
Found In Egroup: Cybersecurity \ view thread
Hi Meg, At Morgan State we do not have MFA exemptions allowed. Andrea Tanner, M.S.pronouns: she/her Director of Client Services andrea.tanner@morgan.edu (443) 885-4445

RE: Password Management Tools

Posted By Andrea Tanner 02-08-2023 07:02:58 AM
Found In Egroup: CIO \ view thread
Good morning, We use Portal Guard and are very happy with it! It has a lot of flexible options for password resets that are working well here. Andrea Tanner, M.S.pronouns: she/her Director of Client Services andrea.tanner@morgan.edu (443) 885-4445

RE: KPI's for Helpdesk

Posted By Andrea Tanner 02-08-2023 07:00:25 AM
Found In Egroup: IT Service Management \ view thread
Hello Mike, I think you brought up a really good question! I find it timely because metrics have been on my mind lately, too. To start with, I have found you can't manage what you cannot measure. You can try, but it is difficult. So in answering your question, what is important for you to manage in your ...