Mountain View

User Services Symposium

For many NJEDge members our user services group serves at the central point of contact between our students, faculty/staff and central IT. This places our user services employees on the front lines - where they need to understand the needs of our users and provide seamless support for our IT services. This can be difficult in an environment that sees hundreds of new users come and go every year.

Our second annual User Services day is designed to bring together the employees that provide user services support to learn from and share strategies and best practices with their local colleagues. This event is intended for anyone that is providing support for:

  • Service Desk
  • End-point computing
  • Application management
  • Service level management
  • IT resource capacity management

Summers are one of the only times in the academic year when many of our user services employees can get out of office and we look forward to another event where ideas can be shared and professional networks can be developed.

Topics will include

  • Self-service Portal - Empowering users to use a self-service portal to find answers or initiate service requests (service operations lifecycle)
  • Software Deployment and Management - William Patterson - Strategies for supporting the deployment and configuration of software. (service transition phase)
  • Creating and publishing a service Catalog - NJIT
  • Defining and enforcing SLAs
  • Service Desk Software
  • Providing a comparable level of support for remote users
  • Anything ITIL related


Paul Fisher

Associate CIO & Director,
Teaching Learning and Technology Center
Presentation & Bio >>

David Ullman

Associate Provost for Information Services & Technology
and CIO at New Jersey Institute of Technology
Bio >>

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