Purpose and Overview
The Institutional End User Computing service at Miami University ensures faculty and staff have access to reliable computing devices and support for their academic and administrative work. This service encompasses the deployment, management, and lifecycle support of laptops, desktops, and peripherals. Delivered through a decentralized model, this service relies on close collaboration between centrally managed IT support and department-specific IT staff to align on common standards and best practices while allowing flexibility for departmental needs.
Features and Benefits
Features:
- Deskside service: When the service desk is unable to resolve a problem at the first point of contact, a technican can be dispatched to your office for further diagnosis and troubleshooting
- Remote service: When working from the home office, the expert solver will often be able to assist using remote tools
- Device Deployment: Procurement, configuration, and setup of new and replacement devices.
- Hardware Support: Troubleshooting and maintenance for university-owned laptops, desktops, and peripherals.
- Software Management: Installation and management of standard and specialized software through tools like Self Service and Software Center.
- Security Integration: Full alignment with the Endpoint Detection and Response (EDR) service to enhance security and compliance.
- Device Lifecycle Management: Assistance with device refresh, recycling, and secure disposal.
Benefits:
- Provides faculty and staff with reliable, secure computing resources.
- Encourages consistent security and operational standards across departments.
- Supports academic and administrative flexibility through customizable service delivery.
- Reduces duplication of efforts via collaborative IT practices and shared resources.
- Enhances overall device security and compliance through standardized tools and processes.
Service Boundaries and Constraints
- Departments manage their own IT support unless they opt into centrally provided services.
- Hardware repair and replacement depend on departmental budgets and lifecycle policies.
- Software requests may require additional approval for licensing or security purposes.
- Variability exists in service delivery models due to decentralized management.
Eligibility and Audience
This service is available to:
- Faculty and Staff: For work-related computing needs.
Getting Started and Support
- Request a Device: Submit a request for new or replacement devices using the appropriate red button for your department
- Refresh Lifecycle: View the standards for managing the lifecycle of these devices
- Software and Security Tools: Access institutional software through Self Service (MacOS) or Software Center (Windows)
- Dispose of a Device: Submit a recylcing request using the most appropriate red button for your department. All devices must at least comply with the standard for removing devices whose operating system has reached end of life.
Visit this listing of divisional IT support resources for the best way to contact the support team of your department.
For around the clock assistance, , visit miamioh.edu/itchat or contact IT Help at 513-529-7900