MinerAlert
MinerAlert
Our current ITSM platform lacks omnichannel engagement and we cannot adopt its SaaS model due to the vendor’s noncompliance with TX-RAMP. More importantly, our current ITSM will not get us where we need to go in the next three years. We need a SaaS ITSM platform that integrates with our call center platform. We need to know the customer’s incident request history once a call or chat is received. Then, from either of these first contact methods, we need the ITSM to automatically create or update a Help Desk ticket to include any notes and or voice recordings.
Management of UTEP’s Windows devices is currently being performed using two systems, Microsoft Endpoint Configuration Manager and Microsoft Intune. In efforts to start moving toward consolidating and using only Microsoft Intune, we must configure Microsoft’s Intune Role Base Access Controls (RBAC) for delegated management of all devices.
Microsoft recently announced that Microsoft Intune will now have built-in controls to allow MacOS devices to be managed and enrolled in our environment just like Windows devices. Currently, we are using a third-party management tool for the enrollment and management of MacOS devices. One of the challenges has been getting Mac computers joined into the domain for managed authentication. We would like to explore these new features of Microsoft Intune to provide Mac users with a more seamless experience and consolidate the enrollment and management of all devices into one solution.
From a recent student survey, we learned that students may not be aware of all the locations where student printers are available. We need to improve our signage and marketing strategies to help with the awareness of print services. We will also evaluate areas across campus to ensure this service is available in high student-traffic areas.
With our goal to have all courses on Ultra Course view by fall 2025, we need to continue providing the necessary support for faculty with their course transition. We will be incorporating two new strategies to support faculty with the conversion of their courses to Ultra Course View.
1) Institute open lab days to assist with course conversions and questions.
2) Develop a strategy to promote the use of “Master Templates” in Blackboard Learn, a best practice to minimize errors that occur from rolling over courses, or copying copies of courses, too many times.
Master Templates can also be used as a transitional course for Ultra course view adopters ahead of the fall 2025 transition.
Last year, the team worked on establishing the academic structure of the Institutional Hierarchy in Blackboard Learn. We are happy to expand the structure of the Institutional Hierarchy as phase two to the initial implementation. This phase will focus on establishing the program structure and automatic association of key university individuals for oversight and support.
The new AMAC is on a four-story, 98,000-square-foot building that will house audio-visual equipment with an estimated cost of over $2.2 million. The AMAC includes space for research and fabrication laboratories, administrative spaces, and more. Some notable AV features will be a Mission Ops room which will have the look and feel of the Johnson Space Center - Mission Control and can stream real-time video and data feeds. However, AV systems will extend to over 32 separate spaces within AMAC and collectively are anticipated to have over 1,168 AV components working in tandem when fully operational to provide a state-of-the-art learning experience.
Utilize the power of having iPads within the classroom podiums as a mechanism to allow troubleshooting with the Help Desk through live chat. This R & D project is slated to expand on their usefulness to create a more robust and personal solution for classroom issues. The solution must be able to integrate with the Talk Desk’s chat functions.