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This service incorporates the design and maintenance of the capabilities, tools, and service points needed to deliver IT services and provide end-user support including service desks, call centers, online support and in person delivery as may be required. We ensure that all necessary resources are in place to handle service requests, resolve incidents, and address any technical issues promptly and efficiently. With a focus on user satisfaction, we strive to deliver seamless IT support and maintain a robust IT infrastructure to meet the evolving needs of our university community.
The scope of this service includes the development and delivery of IT communications related to delivery of IT services. This might include communications related to system changes, service offerings, or service outages (planned or unplanned). Functionally, it also includes maintenance of support documentation and/or the service catalog.
Request assistance with Microsoft Office 365 applications such as Word, Excel, PowerPoint, OneDrive and SharePoint.
Support for academic assessment efforts at the course, department, and program level using analytics.
This service provides purchasing consultation, hardware procurement, configuration, distribution, loaning, asset tracking, refreshing (upgrades and replacements), and technology recycling for university owned computers that are supported by the Information Technology Services organization before, during, and after their use until the time they are no longer the property of Framingham State.
For general issues logging into any of Framingham State applications.
Assistance with polling and survey solutions used to collect feedback from a group of individuals for academic and business purposes. The service includes application-based, online, and device-specific polling or survey tools.
The Information Technology Services (ITS) organization at the University provides different levels of support for the portfolio of Human Capital Management systems used at Framingham State based on whether or not the software is part of University’s primary administrative information (Banner), the Commonwealth of Massachusetts’ Human Resource and Compensation Management System of record (HRCMS), or a decentralized human resource system (a.k.a. “departmental systems”). Comprehensive support for the management and day-to-day administration of these departmental systems remain the responsibility the designated administrative office.
Faculty, Administrators and Staff, please use this service to request remote access. This is the service you should be using to request any type of remote access such as: VPN, GotoMyPc etc
Information Technology Services (ITS) offers limited support for auxiliary or ancillary information systems within the University (a.k.a. “departmental systems”) that are not part of the primary administrative and student information system of record (a.k.a. Banner). These information systems include those not covered by one of the other service descriptions that are used to support; health and human services, campus police, library services, governance, policy administration, among other things. While these systems may be hosted locally within the University’s data center or in the cloud, ITS primarily provides essential technological infrastructure (e.g., network connectivity), varying levels of integration, basic troubleshooting, and security oversight. Responsibility for more comprehensive support for the management and day-to-day administration of these departmental systems typically resides within an administrative office outside of ITS.
Assistance with creating, integrating, and optimizing technology enhanced experiences within courses offered by Framingham State University based on pedagogically sound generally accepted best practices.
Design, provisioning, administration, and technical support for the development and use of the University’s eLearning software platform (a.k.a. “Canvas”) and other integrated technologies, which together enable the creation and management of courses, training modules, educational materials, learning activities, and assessments for fully online, on campus, hybrid, or remote methods of delivering content and facilitating interactions among participants.
This service provides the planning, and coordination that is necessary in order to adequately prepare for, recover from, and restore technological infrastructure, information systems and online services in the event of a natural disaster or some other occurrence that is defined as a harmful event or major incident.
Request time with an ITS SME (subject matter expert).
This service helps to prepare for and provide a response to known or possible instances of compromised systems or breached security in order to mitigate damage, ensure legal compliance, and expedite remediation.
Information Technology Services (ITS) provides technical support for institutionally approved AI technologies and serves as a resource for exploring and evaluating AI capabilities. As AI technologies and institutional practices continue to evolve, available services and support offerings may change accordingly.
The Network and Connectivity Management service offered by the University's central IT organization encompasses the architecture, installation, and operation of essential infrastructure components required for network connectivity. This includes network cabling, switches, wireless access points, routers, and firewalls. The service also covers the connection of devices (including Internet of Things devices) to the network, the implementation of secure access measures, and appropriate authentication procedures such as network registration systems.
If your inquiry does not align with the categories above, use this Service to submit your request.
This service aggregates data from “authoritative sources”, such as the University’s primary administrative and student information system (a.k.a. Banner), in order to create and maintain online identities for individuals that can be verified before adding someone to a domain (e.g. “campus” or “student”), including them as a member of a group (e.g. an Academic Department or Administrative Office), or granting authorized access to resources (e.g. a networked printer or the wireless network on campus).
This service provides technical and administrative support for video conferencing software, which enables people to participate in meetings and class sessions that are either purely online or some blend of online and in-person. Zoom and Microsoft Teams are the two video conferencing software platforms that are supported by Framingham State University’s Information Technology Services organization.
Information Technology Services (ITS) offers limited support for decentralized facilities management systems within the University (a.k.a. “departmental systems”) that are not part of the primary administrative and student information system of record (a.k.a. Banner). These systems, primarily managed by administrative offices, facilitate communications, process support, decision making, and online services associated with facilities management functions such as; event management and room scheduling, point of sale transaction systems, parking, housing, and residential life. Whether hosted locally within the University’s data center or in the cloud, ITS primarily provides essential technological infrastructure (e.g., network connectivity), varying levels of integration, basic troubleshooting, and security oversight. Responsibility for comprehensive support for the management and day-to-day administration of these departmental systems typically reside within an office outside ITS.
For non-matriculated students who were unable to successfully complete their online Graduate and Continuing Education registration application in Self Service.
Change Management effectively controls the lifecycle of all modifications to IT infrastructure and enterprise application services through standardized methods and procedures. The primary objective is to enable beneficial changes to be made with minimum disruption.