Assistant Vice Chancellor: Danny Davis
Technology Support Services (TSS) provides a variety of technology support and consulting services for the NC State University campus community. Major areas of support include:
- Campus desktop environments
- Email, calendaring, and campus Web environments
- Enterprise applications
- Learning spaces
- Student-focused computing
- Problem-ticket tracking and IT service management tools through the ServiceNow system
- Hosted server and application services
Help Desk and Learning Spaces Support
Director: David Ladrie
Service Manager: Nik Davlantis
The NC State Help Desk is the primary point of contact for computing services at NC State. In coordination with other campus consulting groups, the NC State Help Desk supports the students, faculty and staff of NC State in their computing and technology endeavors by understanding their needs and developing solutions that work for the campus community.
Service Manager: Carrie Levow
The Walk-in Center provides support for ResNet, which is the campus Internet access for students living both in NC State University residence halls and in Greek Village. The Walk-in Center also provides support for student owned-computers, computing accounts and more.
Service Manager: Ron Bradley
ClassTech provides AV technology design and integration services, and supports the use of classroom technologies in learning spaces across campus. The team also maintains workstations in Unity Labs and Training Labs.
WolfPrint provides student printing resources through the deployment of 125 printers across campus. Using their AllCampus accounts students are able to print to any of the printers from a computer lab or from their mobile devices.
Director: Danny Davis
ServiceNow and IT Service Management
Service Manager: Jennifer McFarland
The ServiceNow and IT Service Management team provides ServiceNow administration and support, ServiceNow application development, and IT Service Management consulting. The ServiceNow platform provides internal and external support through an automated service desk workflow-based application which provides flexibility and ease-of-use. The tool provides structure to align with Information Technology Infrastructure Library (ITIL) processes such as incident management, request fulfillment, problem management, change management, knowledge management, service catalog. These processes allow customers to manage related fields, approvals, escalations, notifications, and reporting needs.
The ServiceNow platform includes the following top-line features (some are currently limited in use):
- Incident Management – Manages service disruptions and restores normal operations. Examples include service outages, a user with a locked-out password, and more.
- Knowledge Management – Gathers, stores and shares knowledge within the organization or to the public. Can be utilized by Incident Management or Service Portal.
- Problem Management – Identifies the underlying cause of recurring incidents.
- Change Management – Minimizes the impact of service maintenance and upgrades.
- Configuration Management – Defines and maintains a configuration management database (CMDB) for the IT structure including business services, computers, servers, and printers
- Asset Management – Manages assets and inventory records. Related to Configuration Management.
- Service Catalog Management – Automates the processing of requests for goods and services.
- ServiceNow NC State Developers Guide
Managed and Hosted Services
Service Manager: Dan Evans
- Develop policies and technologies used in our managed workstation environment
- Package, test, and support applications
- Develop Group Policy objects (GPOs) and Organizational Unit (OUs)
- Implement, train, and develop policy for desktop management tools
- Provide 3rd Tier Support for managed desktop environment
- Develop and test scripts for imaging and installation (Windows and Macintosh environments)
- Create documentation and training materials
- Develop website content and maintain Web presence
- Interface between desktop support and systems groups
- Integrate and support desktop email and messaging service for campus
- Server and application maintenance and support via the Hosted Services team
Service Manager: Chadwick Seagraves
- Service Level Agreement (SLA) implementation, ensuring that:
- Support service meets or exceeds the SLA.
- Support tiers are functioning properly and addressing support issues as they arise.
- Application delivery
- Installation support for SAS and mobile devices
- Desktop Group Policy object (GPO) implementation and support
- Identifying policy, application, and desktop environment needs
- Interface between end-users and desktop development team with regards to desktop environmental requirements
- Interface with Help Desk staff to ensure that customers receive appropriate support and calls are appropriately escalated.
- Hardware and on-site support