The focus of the UCF IT Transition Team this past month continued to be on the UCF IT Support Center and the UCF IT Application Delivery functions. These are the final two remaining functional areas that will have staff transitioning to UCF IT. While the Support Center staff is transitioning into UCF IT this month, the Application Delivery transition discussions are just getting started.
Planning and buildout of the UCF IT Support Center continues. Here is the latest on a few key initiatives:
- Over 60 folks providing end-user support throughout Cohort 1 transitioned into UCF IT on 11/4. For them on day 1 not much changes; they will still be responsible for providing support for the colleges and divisions from which they came. Within the next few months most will be involved in shaping the UCF IT Support Center, with some staff transitioning to the Office of Instructional Resources to assist with multimedia room (classroom) support.
- A new Self-Service Portal will be available to Student Development and Enrollment Services, the College of Sciences, and Computer Services and Telecommunications by 11/21.
- Three student employees and one supervisor are now dedicated to the general information line (3-2000) enabling an enhanced focus on IT support issues for folks calling the current UCF Service Desk. Additionally we have invested in a product that offers Interactive Voice Response (IVR), where folks calling 3-2000 can say what they are looking for, and be transferred automatically. We expect IVR to be available before the end of November.