University of Alaska Southeast

UAS ITS Service Agreement

Service AreaAcademic Technology
Service NeededClassroom instructional equipment and support
Department Role

Departments are expected to:

  • Contact room scheduling to reserve appropriate classroom space
  • Participate in training in the use of instructional equipment
  • Notify IT Helpdesk immediately of any problems in the use of the equipment
  • Ensure that any equipment is ready for the next class

In addition, departments are expected to assume full responsibility for supporting program-specific technologies.

Support for classes is largely provided through UAS student technology fees.  Technology and support outside of UAS courses is charged at the rate of:

  • $125/classroom/hour for UAS technology and support
  • $45/classroom/hour for technical support only
  • Any additional work before or after an event is charged at the $45/hour rate
  • Requests for support should be received at least 4 to 6 weeks prior to the event.
IT Services Role
  • Maintain an inventory of standardized classroom technologies along with necessary spare parts.
  • Ensure all equipment is in good working order at the start of semester
  • Inspect equipment regularly during the semester
  • Provide documentation regarding proper configuration and use
  • Respond to trouble calls within 5 minutes of notification
Service Outcome
  • UAS classes have reliable instructional technology
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
Revised: May24, 2010

UAS ITS Assessment Plan

Service AreaAcademic Technology
Service NeededClassroom instructional equipment and support
Service Outcome
  • UAS classes have reliable instructional technology
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS Strategic Plan)
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • _ Compliance
IT Services Success Indicators
  • Trouble calls received in fewer than 5% of class sessions.
Data Collection and Analysis Procedures
  • The Helpdesk tracks calls related to classroom equipment.  The supervisor monitors the quantity of calls to ensure that service levels are attained.
Utilization of Results
Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:
•    Employee performance: increase oversight, training and accountability measures.
•    Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
•    Internal process / workflow: reassess processes and service strategies
Reporting Strategy
To be determined.
Revised: May24, 2010
 
 

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