Proceedings of the 32nd annual ACM SIGUCCS conference on User services最新文献_第2页

OSU helpdesk: a cost-effective helpdesk solution for everyone OSU helpdesk:一个适合所有人的经济有效的帮助台解决方案

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027851

Christian J. Sinnett, Tammy Barr

{"title":"OSU helpdesk: a cost-effective helpdesk solution for everyone","authors":"Christian J. Sinnett, Tammy Barr","doi":"10.1145/1027802.1027851","DOIUrl":"https://doi.org/10.1145/1027802.1027851","url":null,"abstract":"Over the last several years many attempts have been made to obtain commercial helpdesk software for the University. In each case the initial investment and recurring costs far exceeded available funding. The OSU Helpdesk project was launched in January 2003 by Information Services' Technology Support Services unit. Interest from a myriad of Colleges and Departments quickly expanded the scope of the project with the goal evolving into a modular, Open Source helpdesk solution that can be utilized by anyone. At the heart of OSU Helpdesk is a powerful call tracking system based on The Mozilla® Organization's Bugzilla™ bug tracking software. The core features include secure logon, web and email-based ticket entry, and powerful query and report tools. The call tracking system is linked to a searchable knowledgebase, built on Support Information Tracker, and a calendar, based on WebCalendar. Inventory and Service Level Agreement modules are planned for the 4th quarter of 2004 and early 2005 respectively. In this paper we will discuss the various modules that make up OSU Helpdesk, how we leveraged Open Source software to jump-start development and how the project has fostered collaboration within a very decentralized institution. We close with the current status of the project, lessons we've learned and links to our demonstration site, source code, and documentation.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124842944","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 7

"You are the key to security": establishing a successful security awareness program “您是安全的关键”:建立一个成功的安全意识计划

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027882

Carrie McCoy, Rebecca Thurmond Fowler

{"title":"\"You are the key to security\": establishing a successful security awareness program","authors":"Carrie McCoy, Rebecca Thurmond Fowler","doi":"10.1145/1027802.1027882","DOIUrl":"https://doi.org/10.1145/1027802.1027882","url":null,"abstract":"Educating users on the importance of information security is vital to the mission of any IT organization. At the University of Missouri - Columbia (MU), we recognize that information security can no longer take a back seat to productivity and the two must go hand in hand. We recently implemented a campus-wide information security awareness program to educate students, faculty and staff on this important topic. The program consists of in-person and web-based training, monthly topic-specific campaigns, presentations to specialized groups and guest speakers. The goal is to educate users on specific information security issues and to create overall awareness that will change the way people think and ultimately the way they act. In this paper, we explain how we created and implemented our security awareness program and discuss the stumbling blocks we encountered along the way. We explore different audiences, methods of delivery and what content we believe is vital to a successful program. Finally, we discuss the importance of establishing a flexible program that can be adapted to meet current and future demands while still being relevant to our users. The importance of information security awareness training should not be underestimated. IAT Services, the central IT group at MU, has implemented a comprehensive security awareness program to educate our users about the importance of information security. This paper will explore the creation of the program, the identification of different audiences and methods of information delivery and how to define what content is vital to a successful program. It will also discuss how to successfully maintain a relevant, long-term information security awareness program.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126965913","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 47

An open source print management system that works 一个开源的打印管理系统

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027849

Louis W. Canaiy, M. Ritschard

{"title":"An open source print management system that works","authors":"Louis W. Canaiy, M. Ritschard","doi":"10.1145/1027802.1027849","DOIUrl":"https://doi.org/10.1145/1027802.1027849","url":null,"abstract":"At Colorado State University, the engineering computing labs were running up huge printing costs due to excessive printing. We looked into several commercial print quota solutions that were quite pricey and limited in capability. We wanted something cheap (who doesn't?) and available across several computing platforms. The open source option we settled on consists of a print daemon (LPRng), Samba, a custom accounting script written in Perl, MySQL, Sendmail, and the print filter IFHP. In addition to our command-line administration utilities, we've developed a web-based administration system that uses Apache and PHP as a scripting language. The web-based system greatly simplifies our administration needs. Our system currently runs on the Linux platform, but could conceivably run on any Unix or Unix-like flavor. Our conglomeration of code bases satisfies all our requirements, and we have realized a large decrease in costs, as well as an associated increase in intelligent printing practices on the part of users. In this paper, we will outline the components of the PQuota system, how they interact, and their role in fulfilling our objectives of cost effectiveness, cross platform availability and ease of use for both administrators and users as well as low user impact.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126469002","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

Managing open access labs: "MacGyver principle" 管理开放获取实验室:“麦吉弗原理”

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027845

M. Adams

引用次数: 2

Managing faculty support: expectations and change in the classroom 管理教师支持:课堂的期望和变化

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027844

Shahra Meshkaty, J. Pope

引用次数: 0

How long can we keep doing more with less? 我们用更少的钱做更多的事还能持续多久?

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027833

Christopher F. Jones

{"title":"How long can we keep doing more with less?","authors":"Christopher F. Jones","doi":"10.1145/1027802.1027833","DOIUrl":"https://doi.org/10.1145/1027802.1027833","url":null,"abstract":"As demands on information technology staff increase year after year, a few of us have been fortunate enough to experience much-needed expansion of our information technology staff and associated resources. Most of us in university and college information technology services, however, find ourselves forced to do more with a constant or decreasing budget. My group currently supports twice as many computers as it did four years ago and offers a wider variety of services and better quality service, all with fewer staff. How are we managing to do this? What have been the keys to our success, and where are future opportunities and challenges? Can these productivity increases continue forever? This paper and presentation detail ways in which a small staff of information technology professionals can improve and increase service with constant or decreasing resources, including: Establishment and enforcement of support policiesAutomation or elimination of repetitive tasksBetter support through problem preventionMerging of resources with other departments or programsTrading work with your customersRemote administrationSharing ideas with and stealing ideas from colleagues around the world I am optimistic. Although it always seems as if we have reached the limit of what we can support, a look back will make it clear that while we have always thought this, we have always found ways to improve and increase support. To continue along a path of increased productivity, however, it is imperative that we share information about best practices in information technology support.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"53 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115822268","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Deploying and taming the wireless beast 部署和驯服无线野兽

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027820

J. Landry, Robyn C. Richard

{"title":"Deploying and taming the wireless beast","authors":"J. Landry, Robyn C. Richard","doi":"10.1145/1027802.1027820","DOIUrl":"https://doi.org/10.1145/1027802.1027820","url":null,"abstract":"In today's technical world it is hard for Higher Education Institutions to keep up with new technology. As wireless technologies are setting the trend, universities are struggling with a means of standardizing, organizing, and maintaining this new trend. At Louisiana State University's Pennington Biomedical Research Center wireless technology has been introduced to the faculty, staff, and students in the past year. The demand for wireless came about by the expansion, which the Pennington Center has been undergoing, in recent years. With more employees being hired and new buildings being built, wireless has become a relatively inexpensive and quick way to meet the computing demands of the faculty and staff of Pennington Biomedical Research Center (PBRC). There are several fundamentals that are involved when implementing a wireless LAN. The fundamentals used for PBRC wireless LAN include research and development, procurement of equipment, surveying the coverage area, testing the coverage, making sure the LAN is secure, and Launching the new wireless service to the users. This paper will reflect the implementation process that Pennington Biomedical has been undergoing and the strengths and weaknesses that have been discovered along the way. We realize that wireless products and services are constantly changing and improving as we are doing the best to keep up with the latest developments.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133445145","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

Walking the tightrope of faculty support 走在教员支持的钢索上

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027878

K. Wainwright, Bruce Arnold

引用次数: 2

Voluntary centralization of user support in a de-centralized organization 在去中心化组织中，用户支持的自愿集中化

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027877

E. Borkowski, Jay Elvove, Christopher J. Higgins, S. Kueppers

引用次数: 3

Let's get sTARTed!: creating an online technology orientation 让我们开始吧!:创建在线技术导向

Proceedings of the 32nd annual ACM SIGUCCS conference on User services Pub Date : 2004-10-10 DOI: 10.1145/1027802.1027889

Meredith Irvin, R. M. Koan

{"title":"Let's get sTARTed!: creating an online technology orientation","authors":"Meredith Irvin, R. M. Koan","doi":"10.1145/1027802.1027889","DOIUrl":"https://doi.org/10.1145/1027802.1027889","url":null,"abstract":"The Student Technology Access Readiness Training (START) orientation provides a standardized technology overview for all new, transfer and existing students at Arizona State University, West. Using a database-backed system that tracks individual student progress, the online orientation delivers step-by-step instructions that guide students through the process of activating their computer accounts and subscribing to technology services. After a student completes the process, START automatically sends individual reports to units or departments, allowing ASU West staff and faculty to verify that students have successfully established access to necessary resources. After students complete the required components, the application offers tutorials on technology services such as the ASU course management system (Blackboard). These additional modules are optional, but faculty can instruct students to take the tutorials and send an automated e-mail verifying their completion. By providing a single point of access to technology resources and just-in-time tutorials, the START orientation benefits all ASU West students, faculty and staff and has significantly reduced the amount of time and resources spent providing face-to-face assistance over the course of the academic year.","PeriodicalId":163159,"journal":{"name":"Proceedings of the 32nd annual ACM SIGUCCS conference on User services","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2004-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116241979","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0