caption: technology management & support services continued
exif: {"Image DocumentName": "X. Technology Management & Support Services continued", "Image ImageDescription": "IT Customer Relationships. 13a. Manage customer expectations effectively: As a support organization, the Office of Information Technology needs to be very sensitive to its customers\u2019 needs and manage their expectations appropriately. Although immediate IT issue resolution is optimal, a realistic method to manage customer expectations is through periodic communications. In the Help Desk discussion, there are several recommendations that would improve customer\u2019s awareness of IT status and the efforts/benefits of IT support personnel. 13b. Solicit customer feedback regarding IT Services: Most proactive, customer oriented organizations incorporate feedback mechanisms to ensure sufficient quality exists, customers are satisfied, and continuous improvement processes are working. A service follow up, normally by a standard  , should result from every service request. Feedback will also arrive via the IT Steering Committee. IT Planning Coordination. 14. Conduct periodic IT Strategy Review Sessions: As a means to encourage proactive technology planning, bi-annual or annual IT strategy review sessions should be conducted. The IT Steering Committee, along with University administrators, should participate. 15. Create and enforce a process to ensure close coordination between IT and Physical Plant staff: Although extremely busy, IT and Physical Plant personnel need to closely work together at times. To ensure this occurs, a process needs to be established and enforced. One option is to require the VP for IT\u2019s signature on critical construction documents that are submitted to external authorities. IT Policies and Procedures: The development and broad awareness of various IT policies and procedures are necessary to ensure adequate protection, coordination, efficiency, and effectiveness of UMES IT resources. These policies should be reviewed regularly by the IT Change Control Board and updated appropriately. Additionally, an electronic suggestion box ( account) should be established for potential changes to current policies and procedures. 16a. Create Physical and Information Security Policies: Security is a shared responsibility among all campus personnel. However, policies should cover items that must be secured and/or monitored properly. This includes high cost items and sensitive personal information kept on UMES systems.", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}