By Brooke Eder
Important Changes Regarding BUMC IT Service Support
With the goal of improving our service delivery, BUMC IT is implementing a new service management system on January 19th at 2pm.
Here are the three things to know:
- Using your BU Login, you will be able to submit service requests and check the status of previously submitted requests via the web at http://www.bumc.bu.edu/ithelp — you may want to book mark this for future use. Of course, everyone can continue to call the BUMC Help Desk at 617 638 5914 or send email to the BUMC IT Service Desk.
- Email correspondence that you receive from this new system will come from the BU address: bumc-it-service.
- We will have more data regarding your requests, which will allow us to track your requests as well as our responses more effectively. We will have new internal processes that help us understand how well we are doing and where we can improve – including periodic requests to ask for your feedback.
At the heart of these changes is a new application specially designed for this purpose and many months of work planning how we can make the IT service process easier and more efficient. Like any big change, there may be a few bumps during the first week or two and I thank you in advance for your patience.
BUMC IT Service Center Rates Increase Effective January 1, 2010
The following BUMC IT Desktop Support Service Center rates are effective January 1, 2010:
New Computer Install – $125
Network Printer Install – $125
Hourly Service – $100/hr
IT Service Center rates have not increased for several years as we have successfully employed measures to increase productivity. However, a recent analysis of our current cost/revenue model disclosed that a rate adjustment is now necessary to bring revenues in balance with costs as required under our service center model. Nevertheless IT Service Center rates continue to be below market rates.
As always, if you purchase a new computer and would like to purchase a service contract, the charge is $200 per fiscal year per computer and is prorated on a quarterly basis.
If you have any questions, please feel free to e-mail the Service Desk or call us at (617) 638-5914.
Welcome, Priscilla!
Priscilla Mariano recently joined the Office of Information Technology as our Help Desk Operator. Priscilla comes to us from the Salvation Army where she worked as an IT Assistant. Prior to coming to the US, Priscilla, originally from Zimbabwe, worked as a systems administrator in her home country and more recently as a quality assurance intern for the European Union Office for Trademarks and Designs in Spain. Please join us in welcoming Priscilla!
“Verify Your BU Account Now” E-Mail is spam – Delete it
If you got an e-mail from "upgrade@bu.edu" asking you to supply for you email username and email password appears to be a phishing scheme. We would *never* ask you to e-mail your password. Please just delete the e-mail.
As always, if you have an e-mail that is suspect, you can call the Service Desk at (617) 638-5419 or forward the e-mail to abuse@bu.edu to verify if it is legitimate.
For more information about phishing e-mails, click here.
Welcome, Curtis!
BUMC IT would like to welcome our newest Desktop Support Specialist, Curtis Teixeira. Curtis comes to us from the School of Public Health’s Department of Environmental Health where he has provided both Mac and PC support for approximately 50 faculty and staff for the past 7 years.
Welcome, Brian!
Please join us in welcoming our newest Desktop Support Specialist, Bryan Bettencourt. Bryan has several years of experience supporting users and computers in various environments ranging from hospitals to mobile broadcasting units. Bryan graduated cum laude from Wentworth Institute of Technology with a BS in Computer Engineering Technology.
Exchange E-mail Quotas
As a reminder the quota for individual Exchange mailboxes is 250MB. For Exchange Public Folders the quota is at 20MB. Please click here for more info.
Welcome, Matt!
BUMC IT would like to welcome Matt Reinke to the Systems Analyst/Administrator IT position starting Monday, September 11th. Matt has a degree in Business Administration with concentration in Information Systems and technical work experience in networking and system administration.
Congratulations, Marco!
With great pleasure, BUMC IT announces the promotion, effective August 1st, of Marco Basta to Application Developer II. Marco has done an outstanding job for the past 7 months as Application Developer I, working predominantly on the AIMS application, and has proven himself to be both dedicated and extremely capable.
Managing Spam at BUMC
Many at BUMC are victims of "spamming" attacks and are forced to filter through hundreds of unwanted and inappropriate email daily. While there's no cure for spam, BUMC IT encourages using SpamAssassin for anyone with a BU email account to minimize its effects. Questions? Contact (617) 638-5914 or bumchelp@bu.edu.
Click here for more information about Information Security.
