scorecard technology support 3
3. A centralized system provides support for building and maintaining the online education infrastructure.
Deficient Developing Accomplished Exemplary
The School of Information works closely with the University Information Technology Services (ITS) group to maintain the technology infrastructure and support infrastructure for its programs. The School maintains its own contracts with service providers for outsourced systems.
The School’s Network Administrator is the liaison with the University ITS group. He discusses IT and support infrastructure issues with the School administration as needed.
Although the School of Information is jointly involved with the University with regards to the Learning Management System (Canvas), the School maintains a separate, self-contained support infrastructure for Canvas. All student and faculty support issues are routed to the School’s Canvas administrators through an online technical support form. Information is gathered from the user regarding the issue they are experiencing, as well as detailed information regarding their computing and networking environment. Users also frequently include screenshots to document the issue(s) they are experiencing. (All students are instructed on how to create screenshots as part of their orientation in INFO 203).
For major system issues or bugs, the School’s Canvas administrators have access to the support group at Canvas and may contact them via phone or ticketing system to report or escalate major issues.
First-level support for Zoom web conferencing and instant messaging is provided by technical staff at the School of Information. SJSU eCampus provides the next level of support.
In addition, all users can contact Zoom support directly through the company’s support page. Information for contacting Zoom Support is included on the School’s website.
The School of Information has licensed the Panopto Focus lecture capture system (LCS) and has obtained a premier support contract which allows faculty and students to directly contact Panopto Support for issues or questions.
For in-house systems, support requests are routed through the School’s tech support form.