Contents


Service

Turning Technologies Student Response Systems

Service Manager
T. John McCune
Department
ITS Service Center
Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner
AVP/CIO - Stephen Rieks
Description
Student Response Systems (SRS) are used primarily by faculty and students, but also used for staff on campus.  Typical uses are for in-class participation, testing purposes (in place of scantron), and for voting.
Service Users
Faculty, Staff, and Students
User Services

Faculty, staff, and students use SRS in a variety of learning spaces. The ITS Service Center provides support including:

  • Account creation in linking faculty and staff accounts with our institution.

  • Check out of SRS devices through the ITS Service Center.

    • The ITS Service Center does not provide semester loans.

  • Content creation is the responsibility of the users

    • The ITS Service Center will provide training on how to create content

  • Coordinating training for faculty, staff, and students.  This can include for large classes and in-class training, campus-wide meetings such as University Senate, and for departments including Human Resources. Training opportunities are sent to the Faculty/Staff Listserv.

  • Installation of software on smart classroom teaching stations.

  • Hardware support for the devices and mobile app.

    • The ITS Service Center does not repair damaged devices.

  • Software support for the use of software.

Business Services

Portable equipment for general use through the ITS Service Center.

Technical Services
  • Installation, setup, configuration and maintenance

  • Inventory and testing of SRS available through the ITS Service Center checkout pool.

  • Training on use of SRS.

Requirements
The requirements for using this service included the following: users must be Faculty, Staff, or Students.
Rates / Cost of Use
  • SRS for class use are funded by individual student purchase, upon the recommendation by their instructor.

  • ITS Service Center checkout units were funded by ITS and will be assessed for future replacement depending on usage.

  • Turning Technologies provides training at no cost.

Getting Started
Availability
  • Semester Hours

    • Sunday, 12pm – 10pm (ITS Service Center Checkout Units only)

    • Monday – Thursday, 8:30am – 10pm

    • Friday, 8:30am – 5pm

    • Saturday, 12pm- 5pm (ITS Service Center Checkout Units only)

  • Summer/Break Periods

    • Monday – Friday, 8am - 4pm

Getting Help
SLA Notes

Users with emergency issues can expect a response within 2 hours and should expect a resolution within 48 business hours of entering a ticket.

Business Procedures
NA
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by the Director of Technology Support Services, the ITS Service Center Coordinator, ITAB and approved by the Service Manager (CIO).
Assigned Primary Support
Ed Blue
Assigned Secondary Support
Doug Johnson
RACI Chart

Name: Account creation in linking faculty and staff accounts with our institution.

Description: Accounts are needed to created once for faculty.  This is done when needed.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Doug Johnson

T. John McCune

ITS Service Center

Users

Name: Hardware support for the devices and mobile app, including firmware updates.

Description: The ITS Service Center will assist with firmware updates. Users with damaged devices must coordinate repair with Turning Technologies.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Doug Johnson

T. John McCune

ITS Service Center

Users

Name: OnCourse support for creating and turning on the block in OnCourse.

Description: Support includes turning on the block for Turning Technologies.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Doug Johnson

T. John McCune

ITS Service Center

Users

Name: Software support for the use of software.

Description: Support includes troubleshooting and with escalating support requests to Turning Technologies.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Doug Johnson

T. John McCune

ITS Service Center

Users

Name: Installation of software on smart classroom teaching stations.

Description: No installation is typically required, unless troubles are encountered with usability.

Level

Responsible

Accountable

Consulted

Informed

Primary

Nick Nowakowski/Alex Moon

T. John McCune

ITS Service Center

Users

Secondary

Luke Fountaine/Dave Torres

T. John McCune

ITS Service Center

Users

Name: Coordinating training for faculty, staff, and students.

Description: In the Spring semester, training is scheduled in late March or early April.  In the Fall semester, training is scheduled in early November.   Dates and times of training is sent to the Professional Development Center (PDC) to be included in their calendar, and the ITS Service Center will send it to the Faculty Staff listserv.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Doug Johnson

T. John McCune

ITS Service Center

Users

Name: Check out of SRS devices through the ITS Service Center.

Description: The ITS Service Center will check out units.  No semester loans will be available. Extended loan will be evaluated on a case by case basis.

Level

Responsible

Accountable

Consulted

Informed

Primary

Denise Maze

T. John McCune

ITS Service Center

Users

Secondary

Tylor Cardone

T. John McCune

ITS Service Center

Users

Tertiary

Ed Blue

T. John McCune

ITS Service Center

Users

Name: Communicate Licensing and Changes to the Terms of Service

Description: Any licensing and changes to terms of service and upgrades will be communicated to the end users.

Level

Responsible

Accountable

Consulted

Informed

Primary

Ed Blue

T. John McCune

ITS Service Center

Users

Secondary

Tylor Cardone

T. John McCune

ITS Service Center

Users

Date Last Modified

Nov 22, 2017


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