Technology Enhanced Classrooms, Labs and Collaborative Spaces

The scope of this service includes teaching, learning, and collaborative spaces on campus equipped with computers, software, audio visual equipment, and communications infrastructure that are supported by the University’s Information Technology Services (ITS) organization within the following locations:

• Classrooms
• Specialty Labs
• General Purpose Labs
• Whittemore Library
• McCarthy Center
• Residence Halls (Common Spaces)
• Offices and Meetings Spaces

Note:  The Dwight Hall Performing Arts Center, McCarthy Center Forum, Alumni Room, Dining Commons and Ecumenical Center; Centers all have highly specialized uses, technology, and support requirements and therefore are outside the scope of this service and supported by the Office of Campus Events.

The design, provisioning, and technical support that is provided within the scope of this service includes:

• Annual evaluations of unmet and anticipated needs among faculty and students.  (Identified using a combination of staff expertise, faculty input, student feedback and generally accepted best practices). 
• Identifying and evaluating technological advancements relevant to evolving pedagogical practices, changes to the curriculum and research needs.
• Conducting feasibility reviews associated with any proposed new additions, expansions, or modifications of spaces listed above and specifying required investment for and design of the technology used for teaching, learning, and collaboration.
• Planning and coordination of any moves, adds, or changes associated with new implementations or modifications of computers, software, audio visual equipment, and communications infrastructure that are supported by ITS within the above locations.
• Administration of the University’s annual budget allocation for the introduction, upgrade, and replacement of technology that is supported by ITS within the specified locations above and equipping them with the computers, software, audio visual equipment, and communications infrastructure needed to support teaching, learning, and collaboration.
• Loaning of portable equipment for use in a classroom, lab or collaborative space.
• Documentation, workshops, individual training, and consultative support on how to make optimal use of the computers, software, audio visual equipment, and communications infrastructure that are supported by ITS within the above locations for learning, instruction, and collaboration.
• Preventative maintenance and ongoing technical support for the computers, software, audio visual equipment, and communications infrastructure used within the specified locations above that are supported by ITS.

Monitoring utilization and condition of technological resources located in the above listed locations that are supported by ITS and identifying priority designations for annual upgrades of existing technology that is unused, obsolete and/or in need of replacement.

Any member of the faculty or staff may submit a request for any kind of assistance that is within the scope of this service offering.  Students may also report incidents or request assistance with how to use computers, software, audio visual equipment, and communications infrastructure that are supported by ITS within the above locations for learning, instruction, and collaboration.

• The design, implementation, changes, and renewal of technology enhanced classrooms, labs, and collaborative spaces are adequately equipped, optimized for their intended uses, and supported by a team of audiovisual specialists, instructional designers and technologists.
• Enabling self-sufficiency with how to operate the technology within classrooms, labs and collaborative spaces.
• Planning and coordination associated with annual budget allocations are done with the input and involvement of stakeholders through the Campus Technology Advisory Committee (CTAC) Committee every year based on the unmet or anticipated needs of specified locations, technology, required funding, support and proposed schedule for each.  Members of the CTAC include representatives from Information Technology Services, Facilities, Deans, Registrar’s Office, Residence Life and other administrative offices consistent with the need to make properly informed recommendations. 
• Incidents may be reported, and requests may be submitted face-to-face, online or over the telephone through a single service that handles all the necessary logistics associated with intake, triage and resolution/fulfillment. 
• Self-service access to online information is available for reporting incidents and submitting requests any time of the day, and any day or the week or to check on the status of an incident or request.  
• Each incident or request is assigned a service number so progress can be followed from the time an incident is reported or a request has been submitted until the service has been provided.  
• Incidents are resolved and requests are fulfilled through a consistent process that provides response, escalation (if necessary) and communication based on assigned priority and service level targets. 
• Emergency response is provided any time of the day, and any day or the week for incidents that cause the complete loss of entire information systems, interfaces and/or network services – either campus-wide or within a building (as outlined in the “Emergency Response Support for Critical Information Systems, and Network Services – Guidelines, Policies and Procedures” documentation).

• The technology enhanced classrooms, labs and other collaborative spaces on campus must be within the scope of this service offering, and the computers, software, audio visual equipment, and communications infrastructure must be supported by ITS.
• The person reporting the incident or submitting the request must be available to answer questions and (if needed) be able to work with ITS representatives and/or third parties in order to reach target time interval goals for resolution/fulfillment.

Click on “Request Assistance” or "Report an Issue" button from this web page in order to provide us with some basic information about your unmet, anticipated need or issue, and then submit your request.

• Emergency Response Support for Critical Information Systems, and Network Services – Guidelines, Policies and Procedures
• Software and Application Distribution Service Description
• Hardware Lifecycle Management Service Description
• Desktop and Mobile Computing Support Service Description
• Academic Technology and Support Service Description
• Instructional Design and Course Development Service Description
• Lecture Capture Service Description
• Guide to Classroom Technology
• Classroom Technology Videos

Target time intervals to initially respond to all incidents and requests that are not immediately resolved during first contact: 

• Initial Response (During an in-class emergency): Return phone call within 15 minutes of the reported incident. 
• Initial Response (During Normal Business Hours): Return phone call or E-mail message within 1 to 4 hours of the reported incident or request. 
• Initial Response (After Normal Business Hours): Return phone call or E-mail message before the end of the next business day of the reported incident or request.