Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
Oregon Health & Science University | Information Technology Group
Work Phone: 503-494-6677 | Fax: 403-494-6681
Created: Ma...
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  1. 1. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 1 of 7 Division: Customer Relationship Management (CRMD) IT TRAINING (TRNG) SSccooppee ooff SSeerrvviiccee Document Contains: 1. Contact Information 2. Scope of Service Statement 3. Service Roles/Responsibilities 4. Hours of Support 5. Defined Levels of Support 6. Supporting Units Roles/Responsibilities Prepared by: MIKE MILLER MANAGER
  2. 2. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 2 of 7 CCoonnttaacctt IInnffoorrmmaattiioonn Mike Miller Manager 503-494-2633 millemik@ohsu.edu Susan Conrad Senior Manager, IT Training 503-494-6688 conrad@ohsu.edu Linda Hutchison Director, Customer Relationship Management Division (CRMD) 503-494-5349 hutchisl@ohsu.edu
  3. 3. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 3 of 7 SSccooppee ooff SSeerrvviiccee SSttaatteemmeenntt The IT Training team provides computer education to the OHSU community. We offer free and low-cost instructor-led courses, interactive simulations, software certification exams, and consulting services. Additionally, our team is responsible for the management of four computer labs used by several OHSU training programs. The IT Training team administers and supports TrainingForce, a class registration system used by numerous OHSU training programs. TrainingForce includes Launch Pad, a Web-based self- registration site and Manager, a course management tool. Our team also provides phone support for TrainingForce questions.
  4. 4. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 4 of 7 SSeerrvviiccee RRoolleess//RReessppoonnssiibbiilliittiieess • Desktop business application training o Provides a robust curriculum to meet the business needs of OHSU business application users. (See Appendix A for course list.) The curriculum includes the desktop applications available on OHSU workstations, plus other desktop applications added by popular request to the IT Training curriculum. o Provides functional, user-friendly, and relevant post-class materials o Provides post-class application functionality support o Provides customized departmental training using existing courseware o Provides a self-service registration and cancellation system • Tier Two Application Support o Provides troubleshooting for complex desktop application questions sent to us by the HelpDesk or FTS o Helps build and define solutions for the HelpDesk knowledgebase • Consulting Services o Provides individual tutoring under special circumstances, for example for people who are unable to attend regularly scheduled classes o Provides database design troubleshooting—consulting with departments to resolve database design issues in departmental databases o Provides in-service training sessions—lecture-style sessions for groups of faculty or managers. Sessions and handouts are customized from a completed checklist of application topics (See Appendix B for sample topic list request form.) • Microsoft Office and Computer Literacy Certification o Provides facility and computers for certification testing o Provides exams, practice tests, and retake vouchers o Provides coaching prior to exam o Provides proctor during exam o Designs curriculum to meet certification requirements o Minimal fee required to take exams • BICC Corporate Computer Training Rooms o Maintains four PC and Macintosh-based computer training classrooms, totaling 59 workstations with supporting peripherals (See Appendix C for training room policies) o Upgrades computer and peripheral hardware on a rolling, ITG recommended, 3- 4-year calendar cycle o Manages special workstation build required for training-room computers o Upgrades software yearly, as needed o Supports training room hardware and software issues for training room rental customers • Provides training guidance for new projects, to meet project objectives related to learner needs • Provides management and oversight of the class registration system, TrainingForce
  5. 5. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 5 of 7 HHoouurrss ooff SSuuppppoorrtt Staff is On-site Monday through Friday, 8:00 am to 5:00 pm Training Classes are Offered Monday through Friday, 8:30 am to 7:00 pm Class Registration System (TrainingForce) Support is Available Monday through Friday, 8:00 am to 5:00 pm There is no support or training during AFSCME-designated or Unclassified-designated holidays.
  6. 6. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 6 of 7 DDeeffiinneedd LLeevveellss ooff SSuuppppoorrtt Software Support • Full support for desktop business applications or operating systems incorporated in the OHSU workstation build. IT Training requires up to two workdays to find a solution. Full support includes: o In the classroom—before, during, or after class o Post-class support—30 workdays after a class, a class participant can call or email the trainer directly on any issue related to the subject taught o Tier Two support for the HelpDesk or FTS o Scheduled appointments—for one-on-one tutorials, consulting, or post-class support • Limited support for desktop business applications NOT incorporated in the OHSU workstation build, but taught by IT Training. Support is limited to the application features taught in the class. IT Training requires up to two workdays to find a solution. o Applications currently within limited support are the latest versions of Adobe Acrobat Adobe Photoshop Macromedia (Adobe) Dreamweaver o Limited support includes In the classroom—before, during, or after class Post-class support—30 workdays after a class, a class participant can call or email the trainer directly on any issue related to the subject taught Tier Two support for the HelpDesk or FTS Scheduled appointments—for one-on-one tutorials, consulting, or post- class support • Conversion-only support for WordPerfect Suite applications—IT Training will assist employees when converting WordPerfect documents to Microsoft Office or help identify conversion issues in Microsoft Office applications. We require up to two workdays to identify a conversion issue. At times, we can recommend a solution for the conversion issue, but sometimes the only solution is to recreate the document. Training Room Rental Support • Training Room orientations—new trainers complete a required orientation to learn how to use the equipment and to review the training room policies and trainer responsibilities. • Classroom Support—IT Training is the front-line resource for hardware and software issues during classes. The issue is escalated to the HelpDesk, if appropriate. • Software installations—IT Training will temporarily escalate computers to administrator rights to allow customers to install software and test it before their class. • Open/Close Wall—IT Training will open or close the wall between BICC 120 and 121, when appropriate. Class Registration System (TrainingForce) Support • Provides user support for using the class registration system • Ensures that system updates and maintenance get carried out in a timely and low impact fashion • Communicates changes, upgrades, and down-times to system users • Facilitates user discussion groups for the class registration system • Develops system reports
  7. 7. Oregon Health & Science University | Information Technology Group Work Phone: 503-494-6677 | Fax: 403-494-6681 Created: March 27, 2006 Last Revised: January 10, 2007 Page 7 of 7 SSuuppppoorrttiinngg UUnniittss RRoolleess//RReessppoonnssiibbiilliittiieess IT Training is dependent upon all ITG and affiliated OHSU units assisting us in providing Information Technology solutions and services for our customers. In order for us to be successful in meeting our service levels, we ask that ITG work units provide the following: A Scope of Service Statement that includes: • A List of services or IT responsibilities • Rules or method for requesting services • Response times Standard Operating Procedures and up-to-date knowledgebase articles for all deployed network resources and applications that include the following: • User Access Request procedures • Primary, secondary, and tertiary support information • Escalation procedures • System installation procedures including known network interfaces Involvement in the Solution Development Lifecycle • Customers will engage IT Training during the initial analysis phase and the requirements gathering phase to discuss resource planning, as well as timelines for deployments that require client-side installation • Customers will engage IT Training in developing the support and escalation processes for applications In addition, the following units have been identified as critical dependencies for IT Training to be successful in meeting customer service commitments in support of OHSU business. Where needed, separate Operating Level Agreements (OLAs) shall be documented to provide further detail. Unit Name Dependency ITG HelpDesk • Provides Tier One support for most applications that IT Training teaches • Assists IT Training with the Network Contact curriculum Field Technical Services • Provides network and hardware support for BICC training rooms • Assists IT Training with the Network Contact curriculum Network Engineering Teams • Provides technical solutions to computer training and delivery in BICC training rooms • Provides access to utilities and applications as needed • Provides assistance with Class Registration System server Computer Access • Provides account support when teaching GroupWise orientations • Provides access to utilities and applications as needed

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