ACCS2018

[This session will be video Recorded] UVA classroom support has 10 technicians who support nearly 200 rooms over 2 shifts. It was difficult to manage paperwork from multiple sources and compile the results into a single report that could be archived regularly to give a picture of progress over time. An app was created to do just that. We will discuss steps to create this app and share reports that have been generated.

In IT, we have a lot to tell people, and many different audiences who will each be impacted in different ways by our service updates. And let's face it...they're not listening very well! Simplifying the messages and finding ways to meet your audiences where they are can help.

"I didn't see that coming" or "I was totally surprised by 'X'". The question from this is, "Why didn't you see it since the signals were there all along?"
By learning new methods to observe more than one future, professionals will have fewer instances of surprise and will have more control over one's professional and personal lives.Participants will be given tools to think differently about change, how to anticipate more signals, and be better prepared to adapt.

[This session will be video Recorded] How VCU Media Support improves classroom systems reliability, minimizes down time, and streamlines maintenance. All with help of Crestron Fusion and AV programming.

I'll share some interesting ideas on the subject, show our interface from both users and technicians point of view. "

The only constant is change and that applies to the service desk world! How do you keep up!?! Virtual training is an essential tool in our Service Desk toolbox. This presentation will cover how to get started in the world of video training; answering the big questions of who, what, when, where and why video training is critical in today’s service desk environment. Who should take on the instruction? What should the topics be? When is the opportune time to switch to a virtual training environment? Where can we best utilize virtual training? Why switch to virtual from classroom style learning? Also offered will be tips and tricks for creating the best possible virtual trainings.

[This session will be video Recorded] This session will follow the journey of collecting meaningful statistics from our support team starting with the specific data points of interest such as service call types, user trainings and preventative maintenance as well as a few others that have presented themselves along the way. We’ll then look into the tools we use to collect data and we’ll round out the session with some data use cases.

Many higher education institutes still utilize in-house information centers (IC) to provide information technology (IT) support to students, faculty, and staff. No matter the service is provided through synchronized phone calls or asynchronized online service platforms, problem solving is essential in troubleshooting problems with and for customers. Yet, problem solving can be difficult when there are multiple steps and branches involved and when a user is new to a topic. At a large public university, the IC trainers and supervisors found it was difficult to teach problem-solving skills. In the past, flow charts have been developed to help employees trouble-shoot IT problems. While a flow chart can provide the big picture of a process and major choices and steps, it is difficult to provide detailed information in a confined space. To address this issue, the presenters utilized an open-source tool named Twine, which was designed to make interactive and non-linear stories, to make interactive problem solving tools that allow detailed information, such as longer texts, images, and hyperlinks. In this session, the presenters will share some basic features of Twine and two example trouble-shooting tools that they created. They will also discuss the pros and cons of these tools.

[This session will be video Recorded] A demonstration and discussion about Old Dominion University's usage of D-Tools system integration software and how the system is used in all phases of the project from proposal, system design to completion. Discussion points will include project creation, product library, and mobile device usage.

[This session will be video Recorded] Old Dominion University is working on ways to track technology usage in the classrooms. Join us while we talk about this project and demonstrate the approach we took to gather this information. We are now able to report on technology usage by course, faculty, and college. We plan to use this information to identify trends, assist with new construction requirements, and to identify high technology users to partner with.