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Lee Jones

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RE: Freshworks?

Posted By Lee Jones 06-21-2022 09:29:54 AM
Found In Egroup: IT Service Management \ view thread
Hey Craig, I'll respond inline. 1) Which modules are you using? Ticketing: daily. Assets: we tried discovery and that was messy. We're deploying the client agent instead. We're only interested in endpoint devices at the moment. Change: experimental – we are exploring if this can take over our CAB ...

RE: Freshworks?

Posted By Lee Jones 06-19-2022 09:30:01 PM
Found In Egroup: IT Service Management \ view thread
Hi Craig, Freshservice users here. We did a 16-week engagement and went live on 3/1/22, so it is a bit new for us. What would you like to know? ______________________ Lee Jones, he/him/his IT Technical Support Manager lee.jones@mtsac.edu 909-274-5612 office

RE: WSUS Server

Posted By Lee Jones 04-29-2022 10:48:17 AM
Found In Egroup: IT Support Services \ view thread
Hey James, that sounds very difficult. We have a lot of Windows devices, and we use WSUS for most Windows security patches, and we use Microsoft Config Manager (SCCM or MECM) for app deployments and app updates. We also use SCCM for Windows version/feature updates (moving from Windows 10 1909 to 21h1, ...

RE: Monitoring Laptop Use

Posted By Lee Jones 02-15-2022 04:19:33 PM
Found In Egroup: IT Support Services \ view thread
It depends on your deployment strategy. I'm assuming these are Windows computers, you can get a lot of this information from SCCM and Intune. If they are Mac, hopefully you're using something like Jamf. In our case, we're dropping an inventory app on every device that reports back to our asset management. ...

RE: Cloud Print Solutions - Seeking Recommendations

Posted By Lee Jones 02-14-2022 12:47:36 PM
Found In Egroup: IT Support Services \ view thread
Hey Dan, we're PaperCut NG right now for staff and are happy with it, and looking at going to PaperCut MF. We have a public-facing (and student-facing) side of printing, and we are examining several options, including PaperCut, Wepa, and UniFlow. You mentioned direct printing, so PaperCut and UniFlow ...

RE: separating services in catalog by audience

Posted By Lee Jones 02-10-2022 10:15:37 AM
Found In Egroup: IT Service Management \ view thread
One comment on SR vs IR, we don't expose the difference to our end users at this point. In my old system (SCSM), the catalog entry determined if the new ticket was a SR or IR. And in the new system we're exploring, the end users are not being presented with IR items, only SR. IR's are only entered by ...

RE: separating services in catalog by audience

Posted By Lee Jones 01-27-2022 02:38:17 PM
Found In Egroup: IT Service Management \ view thread
We have a similar issue here, and we are also a Banner school. Our current approach is to use Banner ECLASS as an attribute to only display catalog entries relevant to the requestor. For example, if a user is a faculty member, they will see Canvas (our LMS) items. If they have multiple roles, they see ...

RE: Outsourcing Help Desk Phone Answering

Posted By Lee Jones 12-09-2021 10:06:07 AM
Found In Egroup: IT Support Services \ view thread
I assume you are in a non-union environment? That's not an option here. ______________________ Lee Jones, he/him/his Mt. San Antonio College IT Technical Support Manager lee.jones@mtsac.edu 909-274-5612 office

RE: Chosen Name and Email Accounts

Posted By Lee Jones 12-01-2021 04:21:01 PM
Found In Egroup: IT Support Services \ view thread
At Mt. SAC, we use Ellucian Banner, and we have a custom mod for our self-service portal. We also handle both identity management and user authentication in-house. Once a user (student or employee) logs in, we simply let the user set their preferred name. For student records, A&R has purview to review ...

RE: Blacklisting/Whitelisting software

Posted By Lee Jones 11-29-2021 12:53:44 PM
Found In Egroup: IT Support Services \ view thread
Hey David, taking a stab at this. We're a mixed Windows/Mac environment. We avoid this issue by not giving end users admin rights. So, in a way, to use your terms, we're "whitelisting" software. All our computers are managed by MECM, Intune, or Jamf. We provide our users access to a Software Catalog ...

RE: ITAM

Posted By Lee Jones 11-16-2021 04:14:00 PM
Found In Egroup: IT Support Services \ view thread
I'd be curious about an ITAM group as well, as we are just starting our own journey to formalizing our asset database. We also have SCCM and Jamf, the difference between the two of us is that we're going with Freshservice. ______________________ Lee Jones, he/him/his Mt. San Antonio College IT Technical ...

RE: Webcam Recommendations

Posted By Lee Jones 11-01-2021 11:38:45 AM
Found In Egroup: Instructional Technologies \ view thread
We've stuck with Logitechs, as others have already said. We do the c270 for individuals, and the C9x0 for larger spaces. For audio capture, we're using overhead mics tied to Extron consoles. Audio/Video presents its own equity and presence challenges, so we're still looking for a more immersive hyflex ...

RE: Windows 11 update approach

Posted By Lee Jones 10-26-2021 09:30:26 AM
Found In Egroup: IT Service Management \ view thread
Good points... even with our size, Mt. SAC is a single-site district, so everything is centralized IT. We use MECM on-prem as well, with migration toward Intune planned in the next 24 months. With the pandemic, our device count has exploded from 6000 to over 14,000. In our case, we've separated classroom/instruction ...

Windows 11 update approach

Posted By Lee Jones 10-25-2021 10:30:17 AM
Found In Egroup: IT Service Management \ view thread
We standardize on the Fall release of the Windows desktop OS (for the 30-month of updates). With Windows 11 coming, we would likely not touch Windows 11 in anything production or instructional until next Fall. That said, we're curious how other HE IT departments are approaching Windows 11? _____ ...