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RE: TeamDynamix

Posted By Michael Cyr 04-29-2024 06:19:29 AM
Found In Egroup: IT Support Services \ view thread

Jeff, Can you share a synopsis of what you found problematic in TDX? ------------------------------ Michael Cyr University of Maine System mcyr@maine.edu ------------------------------

RE: Compromised Account Procedures

Posted By Michael Cyr 08-25-2023 06:16:11 AM
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Our procedure differs based on whether the account owner reports the compromise, or we notice it because the account is being naughty. ------------------------------ Michael Cyr University of Maine System mcyr@maine.edu ------------------------------

RE: Where do you store/publish your services

Posted By Michael Cyr 08-25-2023 06:14:25 AM
Found In Egroup: IT Service Management \ view thread

7, which also provides 1. ------------------------------ Michael Cyr University of Maine System mcyr@maine.edu ------------------------------

RE: Service policies--

Posted By Michael Cyr 07-25-2023 08:15:13 AM
Found In Egroup: IT Support Services \ view thread

We're working on doing this in our IT Service Catalog. We serve 7 campuses and our Law School. Services are intended to be listed in the service catalog by campus availability. We also ask service managers to include other availability information in the text of their service description, such as whether ...

RE: KCS - Knowledge Centered Service

Posted By Michael Cyr 03-08-2023 05:29:40 AM
Found In Egroup: IT Support Services \ view thread

Hi Jason, We are a year or so into our KCS adoption.I won't say that we are "pure KCS", probably far from it.We pitched KCS to our IT leadership team as part of our TDX ITSM tool implementation and had the assistance of TDX's startup consulting.We wanted KCS to help us avoid the chaos and "low knowledge ...

RE: Live Chat Staffing

Posted By Michael Cyr 03-03-2023 05:49:31 AM
Found In Egroup: IT Support Services \ view thread

My input below..Is your live chat staffed by student staff?Yes but as additional capacity. Core capacity is regular staff.Are staff expected to monitor and respond to live chat while also being available for other channels (in-person, phone, email) or are they dedicated live chat staffYes, they are NOT ...

RE: Changing ITSM Tools - Implementation Partners

Posted By Michael Cyr 02-22-2023 06:23:52 AM
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Yes, we're using Teamdynamix's own implementation consulting. It's been good. ------------------------------ Michael Cyr University of Maine System mcyr@maine.edu ------------------------------

RE: Seeking Advice for MFA Rollout Communications

Posted By Michael Cyr 02-02-2023 05:18:41 AM
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The only thing I would add to the great experience and advice already shared is that we rolled out to our IT staff first. First by opt-in and now as a requirement. This is allowing our help desk and support staff to come up to speed both with DUO MFA as "users", as well as from a support perspective. ...

RE: Service Desk Knowledge Base Categories

Posted By Michael Cyr 02-01-2023 06:33:18 AM
Found In Egroup: IT Service Management \ view thread

We've aligned our Service Catalog hierarchy closely with the Educause Service Catalog paper recommendations. Then we align our KB structure to the Service Catalog. HOWEVER, that is not always the most intuitive for consumers, or strategic. Hence in both the Service Catalog and KB we can place a shortcut ...

RE: Communicating IT's Value to Campus Stakeholders

Posted By Michael Cyr 01-31-2023 08:41:13 AM
Found In Egroup: IT Communications \ view thread

Here in the University of Maine System, we have one IT area that serves our 7 campuses and our Law School. We have one CIO for the system. Each of our campuses has an IT director reporting to our CIO with a dotted line to their campus's Business Officer. Directors often participate in campus cabinets ...

RE: Customer experience or customer service maturity models?

Posted By Michael Cyr 12-06-2022 08:26:55 AM
Found In Egroup: IT Support Services \ view thread

This CX model created by the Feds looks interesting. https://coe.gsa.gov/docs/CXMaturityModel.pdf -- Michael E. Cyr University of Maine System: Information Technology Service Management, IT Accessibility mcyr@maine.edu UMS IT Help Desk: 1-800-696-HELP Office: 207.621.3560 Cell: 207.370.2752 ...

RE: User Experience Testing

Posted By Michael Cyr 10-21-2022 11:49:00 AM
Found In Egroup: IT Service Management \ view thread

We have implemented a TDX self service portal but it currently includes only knowledge and service catalog because we are just starting our ticketing implementation in TDX. We performed at least two rounds of "usability" testing on the portal, and one round specific to KB (If I remember correctly). ...

RE: Common social media sites' accessibility conformance? (Youtube, Facebook, Instagram, etc.)

Posted By Michael Cyr 10-13-2022 10:37:24 AM
Found In Egroup: IT Accessibility Community \ view thread

Karole, Similar experiences here. Different institutions take different tacks on what is acceptable evidence of conformance. Given my resources I mostly rely on ACRs (including critical reading of such) and spot testing, and the results of other institutions' testing (yes, that's a risk but one that ...

Common social media sites' accessibility conformance? (Youtube, Facebook, Instagram, etc.)

Posted By Michael Cyr 10-13-2022 09:00:30 AM
Found In Egroup: IT Accessibility Community \ view thread

Hi all, For those of you who test websites, do you have any information about the accessibility (e.g., WCAG 2.1 Level AA) conformance of common social media sites such as Youtube, Facebook, Instagram, etc. Some of these sites "accessibility" pages with tales of how much they care about accessibility ...

RE: Vendors of web applications and accessibility

Posted By Michael Cyr 09-27-2022 06:54:04 AM
Found In Egroup: IT Accessibility Community \ view thread

I agree wholeheartedly. This situation is CLEARLY a failure of government/regulatory bodies to deploy a workable solution to allow us to reasonably comply with the law, AS WE WANT TO! I was heartened by the OCR's news that they will be issuing rules in the Spring. This situation has gone on way too long ...

RE: Space design for Service Desk walkup service

Posted By Michael Cyr 07-29-2022 11:48:10 AM
Found In Egroup: IT Support Services \ view thread

Nice! ------------------------------ Michael Cyr University of Maine System mcyr@maine.edu ------------------------------

RE: How to handle growing list of supported applications

Posted By Michael Cyr 07-18-2022 08:04:02 AM
Found In Egroup: IT Support Services \ view thread

Michael, I can tell you what we do. Our help center supports all applications PROVIDED by our IT department. 1. Limit number? No2. Non-IT-PROVIDED applications. If the customer is using the application for a university activity (teaching, learning, work, research, etc.) then we will look at their issue, ...

RE: What applications do you use to send mass emails?

Posted By Michael Cyr 06-14-2022 07:46:38 AM
Found In Egroup: IT Communications \ view thread

All, Whatever applications folks use, please be sure to test that the messages they generate are accessible to persons with disabilities. Since these messages often target large groups of recipients odds are that some will face such barriers. The accessibility of such emails is usually dependent on the ...

RE: Process for centrally storing and sharing accessibility information at your schools

Posted By Michael Cyr 05-31-2022 06:41:34 PM
Found In Egroup: IT Accessibility Community \ view thread

Yes. We have 3 cases. 1. VPATs found or submitted by manufacturers upon request. These VPATs are placed, upon receipt, in a repository accessible to any member of the university community. 2. VPATs provided as part of a sealed bid procurement process. VPAT(s) related to the winning bid are placed in ...

RE: Digital Accessibility Resources from the U.S. Department of Education and the ADA National Network

Posted By Michael Cyr 05-31-2022 08:19:02 AM
Found In Egroup: IT Accessibility Community \ view thread

And of course I missed the link that you provided.. Sorry! Mike Cyr

Michael Cyr

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