IT Service Desk wins industry award
CDI IT Solutions is Outsourcer of the Year
Case Western Reserve University’s IT Service Desk partner CDI IT Solutions was named the 2013 Outsourcer of the Year by HDI on Thursday, April 18, at its national conference in Las Vegas.
The CDI Enterprise Help Desk, located in Cross Lanes, West Virginia, is the provider of the university’s 24/7/365 IT Service Desk and Network Operations Center. According to Dave Uhrin, Enterprise Support Leader for ITS, the “efforts in knowledge transfer, adherence to our ITIL/HDI-based methodologies in incident management, and the dedication of the CDI analyst and leadership teams forms a valuable and highly successful service offering for the campus community.”
CDI received this award due to its commitment to excellence, efficiency and service quality based on the HDI Support Center Standard, developed by the HDI International Certification Standards Committee, which consists of more than 25 practitioners and experts from around the world. HDI is the world's largest membership association for IT service and support professionals.
The ITS Service Desk routinely receives approximately 3,500 requests for help each month. It reaches and exceeds its service level agreements by answering calls to 216.368.HELP (4357) within 20 seconds, resolving 80 percent of problems on the first call and maintaining a 4.5/5 customer satisfaction rate. “We are very pleased with CDI as a vendor partner,” said Michael Kubit, Director of Run for Information Technology Services. “They [CDI] are terrifically collaborative and have become highly integrated with the university’s IT community. CDI reflects our commitment to outstanding customer service as well as the continual improvement of what has already become a best-in-class service desk offering. I’m thrilled that the industry has recognized them for this effort.”
Originally certified as an HDI accredited support center in 2007, the Enterprise Help Desk achieved renewed Support Center Certification in 2009 and again in 2011. The HDI Support Center Certification program was first introduced in 2000 and is the only globally recognized program for the certification of support center quality.
MediaVision’s video production capabilities highlighted in new video
New services also have been added to MediaVision menu
Recent trends in higher education have indicated an increased use of video and interactivity both inside and outside of the classroom. Globally, media outlets and businesses are using video and digital production to increase the reach of their message and better engage their constituents. At Case Western Reserve University, faculty and staff are using MediaVision to do just that.
MediaVision already is known as the audio-video experts of the Division of Information Technology Services. Since MediaVision was relocated in 2012 to a state-of-the-art production studio in the Cedar Avenue Service Center, ITS has been working to expand its menu to offer the campus greater access to video and digital products. This video showcases what has been achieved during the last year.
In addition to video production, MediaVision now offers the following added services:
Email help@case.edu to discuss how your organization could benefit from the visibility that MediaVision products can provide.
Blackboard Learn will be upgraded during the summer
New features scheduled for August 2013
During the summer, the Blackboard Learn learning management system will be updated with the vendor’s latest improvements. Faculty still will see the environment to which they have grown accustomed, but they also will have the opportunity to use the following new features.
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Global Navigation & My Blackboard: Important academic information can now be accessed from one place in Blackboard. The new Global Navigation menu allows for one-click access to all of your Blackboard sites. My Blackboard can be found in this new menu and allows you to view your posts, grades, upcoming assignments and calendar all from one place.
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New Content Editor: Blackboard has completely redesigned its Content Editor to allow easier formatting, pasting of content and the creation of math formulas.
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Video Everywhere: An exciting new feature is Video Everywhere, which allows users to record video directly from their webcam and embed the clips directly into the Content Editor.
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The Retention Center: Replacing the Early Warning Dashboard, the Retention Center allows instructors to monitor their students' progress and performance within the course.
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Inline Assignment Grading: With this new tool, there is no need to download student assignment submissions before grading them. Instructors can view, provide feedback and grade assignment attempts all from within their browser.
Additional information on the planned improvement and available training on new features will be distributed throughout the summer. Please direct questions to Dr. Tina Oestreich, Faculty Support and Academic Technology Leader (tina.oestreich@case.edu).
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in this issue:
- IT Service Desk wins award
- MediaVision's video production capabilities highlighted in new video
- Blackboard Learn will be upgraded during the summer
- New and updated on the Software Center
- Upcoming ITS Connect training
- Upcoming CAPS Training
- New on lynda.com
- Top 5 lynda.com courses at CWRU
April 25, 2013
This newsletter is published by Information Technology Services (ITS) at Case Western Reserve University. www.case.edu/its
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New and updated on the Software Center
Download these products and more at: softwarecenter.case.edu
Upcoming ITS Connect training
- Thursday, May 23, 11:30 a.m.: Google Hangouts
- Thursday, July 25, 11:30 a.m.: Blackboard Learn updates
ITS Connect provides live, online training on enterprise applications. Attend online at connect.case.edu/itsconnect or view it later on help.case.edu through the "Videos" link on the Training menu.
Previous ITS Connect sessions available on the "Videos" link in the Training menu at help.case.edu include:
Upcoming CAPS Training
ITS Training will provide the following CAPS courses in March:
- Purchasing at CWRU from A-Z available 24/7 online under "Training Catalog" at connect.case.edu
- Wednesday, May 1, 10:30 a.m.: ABCs of Financials at CWRU
- Wednesday, May 1, 1:30 p.m.: Effective Interpersonal Communications
- Thursday, May 9, 9:30 a.m.: Financial Online Inquiry
- Thursday, May 16, 1:30 p.m.: Financial Reporting and Reconciling
- Thursday, May 16, 3:15 p.m.: Sponsored Projects: Project Monitoring
- Monday, May 20, 11 a.m.: Financial Cashiering
- Tuesday, May 21, 9:30 a.m.: Financial Journals
Classes still are being added. See the complete schedule and register for classroom courses online.
The lynda.com online training service is provided free to students, faculty and staff of CWRU. It offers thousands of hours of online tutorials on software, business skills, design and software development. Try it now!
The latest additions to the lynda.com library include:
- Project 2013 Essential Training
- New Manager Fundamentals
- AutoCAD 2014 New Features
- Foundations of Audio: Reverb
- Enhancing a Travel Photo with Photoshop and Lightroom
Top 5 lynda.com courses at CWRU
The top 5 lynda.com courses at CWRU during April were:
- Adobe Connect Essential Training
- Virtual Instruments in Logic Pro
- InDesign C6 Essential Training
- InDesign Insider Training: Beyond the Essentials
- Photoshop CS6 One-on-One: Mastery
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