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Northwestern University

Winter 2012 Weinberg IT Update

Weinberg Faculty and Staff,

Over the past year, the Weinberg IT team and I have received feedback from many of you on the services we offer and those we do not offer. Based on this feedback, we identified the need to both reinforce the quality of our existing services and expand our capability to assist faculty and staff in meeting teaching, research, and administration needs through technology. To that end, I am pleased to announce a restructuring of the Weinberg IT organization that will further our capability to achieve these outcomes for the College.

Customer Service

Customer service will continue to be Weinberg IT’s defining function, and we will maintain a high quality of support to faculty and staff. Requesting support will continue through our Service Request System (http://service.wcas.northwestern.edu). Building on our existing remote assistance capabilities, such as Bomgar and Altiris, we will move to a "remote first" model for service to improve our response time to address your requests and service issues. In place of the existing relationship manager structure, Nathan Friedl, Carlos Hurtado, Tyler Maclean, and Alex Ruiz will serve as our core technical team, resolving incoming service requests for all Weinberg departments and programs. Dorie Aufmann and Phuong Nguyen will focus on coordinating the service request process and assisting faculty and staff by creating self-service instructions for common tasks and providing training to individuals and groups.

Meeting College Needs

Our new customer service model enables us to create a new Functional Solutions group that will focus on working with faculty and staff to identify current and emerging needs, and ensure customer satisfaction and visibility on resulting technology-related projects. Adam Finlayson will be the lead for this group. Jim Donley will serve as a solutions analyst, and Weinberg IT will fill an additional existing analyst position in the coming weeks.

As needs are identified, our Technical Solutions and Systems Solutions groups then design, implement, and manage resulting technology solutions and services to Weinberg College. These groups also work with colleagues within Weinberg and across the University to promote high-quality service delivery and collaboration on shared services. Dan Johannsson will be the lead for the Technical Solutions group; George Campbell will join Dan as a solutions developer. Weinberg IT will fill an existing position to serve as the lead for systems architecture in the coming weeks.

This restructuring is effective immediately; we will complete our transition of roles and knowledge over the coming weeks. Please contact me at any time with questions or feedback regarding this change. Thank you for your understanding and cooperation as we complete the transition and work to ensure high quality services.

Regards,
Chris


Chris Comerford
Director of Information Technology
Weinberg College of Arts and Sciences
Northwestern University
(o) 847-491-2746
(c) 773-968-8488
http://www.weinberg.northwestern.edu

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