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Service

OnCourse

Service Manager
Sally Crist
Department
Enterprise Information Services
Contact

103E Maytum, 673-3319, Sally.Crist@fredonia.edu

Service Owner
AVP/CIO - Stephen Rieks
Description

OnCourse is the Learning Management System for SUNY Fredonia. It provides a mission critical online system for access to course materials and a platform for online learning. OnCourse supplements the majority of face‐to‐face courses, provides various services, such as Advising groups and eReserves readings and acts as the virtual classroom for online.

System - This includes 24x7 up-time, system redundancy, back-ups, web services, archiving, purging, hardware and software maintenance and Disaster Recovery plans.

  • Platform – This includes the design, configuration, settings defaults, components, integrations for the web-based software.

  • Authentication and  Security Schema – A role-based access schema for faculty and students, access to enrolled courses and SAML authentication.

  • Account and Data Loads – Regular loads of Courses, Instructors, Student Enrollments and Advising Groups from Banner.

  • Training – Development and facilitation of faculty training courses. Ad hoc training based on individual requests.

  • Incident Management – Access to assistance with incidents and problems.

Knowledgebase Materials – Documentation of current features and common practices available 24x7 via the web.

Service Users
  • Students

  • Faculty

  • Staff

  • Administrators

  • Online Learning Coordinator

  • Guests

User Services
OnCourse provides support to both traditional courses and online courses. OnCourse can be customized for individual needs by enabling or disabling core features.
Business Services
  • Login

  • See all courses, groups and resources under same account, regardless of multiple IDs

  • Access current and upcoming courses, according to load schedule

  • See current Advising group, whether Advisor or student, and multiple groups if more than one major or advising area (for professors)

  • Email forwarded to @fredonia.edu email account

  • Request assistance on system features and training on usage

  • Request or seek written documentation


FACULTY – Requested Services

  • Request advanced login for access to more advanced features

  • Course migration training

  • Course Copy and Migration training

  • Regular training on course features (Intro, advanced, gradebook, assessment, special topics)

Technical Services
  • Backups, upgrades and maintenance

  • Data Loads

Requirements
Users of the LMS Service require a username and password to the system. Advanced features may require attendance in a training course prior to usage.
Rates / Cost of Use
The regular and expected use of this service does not require a fee. Special recovery services, such as for lost or deleted course materials may invoke a fee, depending on the Vendors SLA.
Getting Started

Users may login to the system via the following URL: https://oncourse.fredonia.edu/

Faculty may inquire with the Online Learning Office to access the training schedule.

Availability

The service is available 24x7 except for noted maintenance periods.

ITS Service Center Hours

  • Semester Weekday Hours

    • Monday – Thursday, 7am – 10pm

    • Friday, 7am – 5pm

  • Semester Weekend Hours

    • Saturday, 12pm- 5pm (Student staffing only)

    • Sunday, 12pm – 10pm (Student staffing only)

  • Summer/Break Weekday Hours

    • Monday – Friday, 8am - 4pm


Online Learning Office

  • Semester Weekday Hours

    • Monday – Friday, 8am - 4pm

  • Semester Weekend Hours

    • None

  • Summer/Break Weekday Hours

    • Monday – Friday, 8am - 4pm


LMS Administrators

  • Semester Weekday Hours

    • Monday – Friday, 8am - 4pm

  • Semester Weekend Hours

    • None

  • Summer/Break Weekday Hours

    • Monday – Friday, 8am - 4pm


Getting Help

ITS Service Center


Online Learning Office


LMS Administrator(s)


SLA Notes

The LMS Policy will need to include SLA information.

What is not included:

  • Content development

  • Retrieving content outside of the service range

  • Informal support

Business Procedures
Business Procedures are documented internally on Fredshare.
Change Procedures
Request for change should be entered as support tickets in FredQuest. Technical and Configuration change requests will be reviewed at monthly OnCourse Support Meetings for endorsements.  Requests for change will be sent to the ITS Change Advisory Board.
Assigned Primary Support
Teresa Dodge
Assigned Secondary Support
Christopher Taverna
RACI Chart

Name: Business Services

Description: Administering the LMS with back end user services for end users, including data loads, backups, system management, etc…. (We will clarify instead of finalizing on etc…)

LevelResponsibleAccountableConsultedInformed 

Primary

Teresa Dodge

Sally Crist

Lisa Melohusky

Kevin Lane

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Chris Taverna

Sally Crist

Lisa Melohusky

Kevin Lane

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Tertiary

Sally Crist

Steve Rieks

Lisa Melohusky

Kevin Lane

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Name: Send Communications on Service Degradations, Outages, Maintenance Windows to the News Listserv

Description:

  1. Sally Crist or designee will draft a message and send it to John and Tylor.

  2. The ITS Service Center will then create a Google Doc draft and share with Sally Crist and Steve Rieks for approval/review.

  3. before sending out through the News listserv.


Level

Responsible

Accountable

Consulted

Informed

Primary

Tylor Cardone

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Secondary

Denise Maze

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Tertiary

Ed Blue

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Name: Create Knowledge Base Materials for External facing KB for Faculty, Staff, and Students

Description:  


Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Judy Horowitz

Online Learning Committee, PDC

Faculty and Staff

PDC

Denise Maze

Ed Blue

T. John McCune

Tylor Cardone

SecondaryFuture Instructional Designer Hire

Laura Shrader

Judy Horowitz

Online Learning Committee, PDC

Faculty and Staff

PDC

Denise Maze

Ed Blue

T. John McCune

Tylor Cardone

Name: Create Knowledge Base Materials for Internal KB for ITS

Description:  Document internal processes and business procedures, and post them in the selected KB for ITS use.  This can include information on when loads occur, how users are processed...

Level

Responsible

Accountable

Consulted

Informed

Primary

Teresa Dodge

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

T. John McCune

Tylor Cardone

Secondary

Chris Taverna

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

T. John McCune

Tylor Cardone

Name: Coordinating installation of maintenance packs, upgrades, and any necessary patches

Description:  Maintenance packs, upgrades, and patches will need to be installed during the lifecycle of OnCourse.

Level

Responsible

Accountable

Consulted

Informed

Primary

Teresa Dodge

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Chris Taverna

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Name: Enter service requests to behind the Blackboard

Description:  When assistance is needed from MoodleroomsBlackboard Open LMS, a service request ticket will be entered in Behind the Blackboard.

Level

Responsible

Accountable

Consulted

Informed

Primary

Teresa Dodge

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Secondary

Chris Taverna

Sally Crist

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Tertiary

Sally Crist

Steve Rieks

Lisa Melohusky

Online Learning Committee

Sally Crist

Denise Maze

Ed Blue

Steve Rieks

T. John McCune

Tylor Cardone

Name: Migrate Courses from ANGEL to OnCourse

Description: Requests can be made for migrating course content from ANGEL to OnCourse

Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Judy Horowitz

Course Owner

End User

SecondaryFuture Instructional Designer Hire

Laura Shrader

Judy Horowitz

Course Owner

End User

Name: Support Mobile Application Setup to OnCourse through Moodle Mobile

Description: Users will need support setting up access to OnCourse through Moodle Mobile

Level

Responsible

Accountable

Consulted

Informed

Primary

Tylor Cardone

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Secondary

Denise Maze

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Tertiary

Ed Blue

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Name: Service Requests for Faculty, Staff, and Students Not Being Able to Access Courses/OnCourse

Description: Faculty, Staff, and Students cannot login to OnCourse or access their courses. The ITS Service Center is contacted, and they advise the contact when accounts/courses typically load.  Then, a ticket is created and status is “assigned” and edtech (Chris needs to be added to edtech FQ group).

Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Judy Horowitz

Chris Taverna

Teresa Dodge

End User

Secondary

Teresa Dodge

Sally Crist

Chris Taverna

Sally Crist

End User

Tertiary

Chris Taverna

Sally Crist

Sally Crist

End User

Name: Tier 1 Support for Faculty/Staff and Students

Description: Tier 1 support includes using knowledge base materials to help answer questions including:

    1. Helping students with login issues

    2. Determining if students are registered for courses in OnCourse

    3. Setting up time and test limitations (documentation required)

    4. Etc...


Level

Responsible

Accountable

Consulted

Informed

Primary

Tylor Cardone

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Secondary

Denise Maze

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Tertiary

Ed Blue

T. John McCune

Lisa Melohusky

Sally Crist

Steve Rieks

Teresa Dodge

Faculty and Staff

Students

Name: Tier 2 Support for Faculty/Staff and Students

Description: Tier 2 support includes providing support to faculty/staff and students through:

  • Configuring a course for use, etc...

Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Judy Horowitz

Online Learning Committee, PDC

Faculty and Staff

PDC

SecondaryFuture Instructional Designer

Laura Shrader

Lisa Melohusky

Online Learning Committee, PDC

Faculty and Staff

PDC

Name: Training for ITS Service Center

Description: ITS Service Center staff will require training in order to provide tier 1 support.  Trainings will be scheduled during each Summer and Winter break period for the ITS Service Center to provide them with the skills needed to provide tier 1 support.

Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Teresa Dodge

Judy Horowitz

Sally Crist

T. John McCune

Tylor Cardone

ITS Service Center Staff

SecondaryFuture Instructional Designer

Laura Shrader

Chris Taverna

Judy Horowitz

Sally Crist

T. John McCune

Tylor Cardone

ITS Service Center Staff

Name: Training for Faculty and Staff

Description: Faculty and Staff will require training on the use of OnCourse.\

Level

Responsible

Accountable

Consulted

Informed

Primary

Lisa Melohusky

Judy Horowitz

Online Learning Committee, PDC

Faculty and Staff

PDC

SecondaryFuture Instructional Designer

Laura Shrader

Lisa Melohusky

Online Learning Committee, PDC

Faculty and Staff

PDC


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