To the Campus Community:
Since last Spring, when UMass Boston undertook the herculean task of moving a traditional institution of higher education to a remote learning one, it has been our honor in Information Technology Services (ITS) to serve our students, faculty, and staff. We have appreciated everyone’s patience and collaboration as we serviced your IT needs.
ITS is excited to work with everyone as we resume on campus operations. As we lead up to the fall semester, we are preparing the university’s computing environment for you. We have received many questions, which we are hoping to start addressing with you today.
In general, based on expected high levels of vaccination for our campus population, we will have a full resumption of all ITS operations on campus. In addition, we expect to maintain many of the services that we developed for remote operations, which we believe will provide a higher level of service to the community as we return to a new normal.
Thank you for working with us to meet your IT needs. After reviewing the Q&A below, if you have any questions, please visit the IT Self Service Portal. It is a great resource for information on IT matters, and we have a link there to our live chat. Also, you can open a service ticket, which will be routed to the best member of our team to connect with you. It is the best way to connect with our team.
https://umassboston.service-now.com/sp
Go Beacons,
Information Technology Services
Q: Is there IT staff on campus?
A: ITS has had staff on campus throughout the last year to maintain the network and server infrastructure, provide classroom and audio-visual services, and manage desktop computing needs. Desktop Services will be fully on campus, and we will be reviewing each office’s IT needs, powering on computers and identifying and resolving any issues.
Q: My staff is returning to campus; what do I need to know?
A: We would ask that you go to the IT Service Portal and open a ticket to review with us what is needed (https://umassboston.service-now.com/sp). Please share in the ticket if your computer is a Mac or a PC. We will route your question to the correct team member to address your needs. Here are some things to consider:
- If your team members took their office computers home, we would want to schedule a time for them to return the computers to campus and have a Desktop Specialist assist with getting them back on the network. We want to make sure they are fully updated with system patches and malware protection (antivirus). It is important that these appointments are scheduled, as we will have a lot of requests and need to coordinate our limited staff.
- If you have been using softphones or had your phones forwarded, please open a ticket to connect with our Telecom team. We will want to coordinate the changeover depending on your work status (full-time on/off-campus or flex).
- If you have been using loaner equipment from ITS, we will want to schedule a return.
Q: Are the computer labs available?
A: Our Lab Operations team is currently updating all computers in the labs. They are now available to be reserved for the fall. Please use the BookIt link below. However, we want to strongly encourage our faculty to continue to use CloudPC and other technologies that we made available during the past year. Please note the White Lab is not available this year due to ongoing construction in Healey Library.
https://www.umb.edu/it/cloudpc
https://bookit.umb.edu
Q: Are the classrooms prepared?
A: The Classroom Technology Team is currently reviewing all classrooms and teaching spaces in preparation for fall 2021. In addition, the university has piloted an opt-in flexible teaching model named BeaconFlex. Fourteen classrooms will be equipped to support BeaconFlex for those classes that opt in to this model. In addition, six portable units will be available.
https://www.umb.edu/elearning/beaconflex
Q: As a faculty member, can I get assistance with course design?
A: Yes, members of the eLearning team will be available to schedule online consultations via Zoom or in-person (3rd floor library) meetings. They can review your course materials and provide guidance in our technology solutions.
https://www.umb.edu/elearning
Q: Will loaner computers still be available for students?
A: Yes, ITS, in partnership with the Healey Library, is continuing the Chromebook loaner program for students.
Q: Will the Makerspace be available?
A: Yes, the training team is prepping the Makerspace to be available for fall 2021.
Q: Will the IT Service Desk be available?
A: The IT Service Desk continues to be available online. We are working to rehire our student staff to re-open walk-up services for fall 2021 on the third floor of Healey Library.
Q: I have a loaner computer and I’m wondering if I need to return it, what do I need to do?
A: Student loaners are assigned through the library catalog system with a return date and information.
For all employees with loaner equipment, please contact ITS to arrange for the return or any question. Please note we have been providing curbside pickup and drop off services from the Integrated Science Complex by appointment and will continue to offer this until August 6.
Q: I have staff who will be working both on-campus and remote. What do I need to know?
A: First would be how their phone is going to be handled. IT Network Services offers softphone capabilities so staff and faculty can answer their office phones either on-campus or remote. Please contact the IT service desk for additional information. We also encourage users to continue to monitor their campus phone voicemail.
Additionally, we want to confirm you are working from a secure computer. This means the hard drive is encrypted, you are up to date on patches, and you have our most current version of malware protection. Please feel free to open a ticket with us to review these setups. Please share in the ticket if it is a Mac or a PC.
Q: What is the status of Wi-Fi on campus?
A: IT Network Services manages the Wi-Fi network and has been on campus throughout the entire pandemic proactively monitoring the campus wired and wireless networks. Wi-Fi continues to be available to everyone in university buildings. IT Network Services is also surveying the campus building exteriors to determine usable wireless coverage areas just outside of campus buildings.
