Achieve IT Initiatives
Started in 2015, Achieve IT was the first step toward a strong foundation of technology to support creativity, innovation, exploration and discovery at the University of Arkansas.
Under the Achieve IT banner, more than 20 technology initiatives were identified, several of which are now being implemented and/or are ongoing projects.
Service Desk
An initiative to provide a single-contact service desk model is currently under way. In collaboration with distributed IT, the IT Help Desk was relocated to the student union and a ticketing system was developed with a user-friendly IT Help Portal.
This model is being expanded across campus, making it easy for students, faculty and staff to get the technical support they need.
Desktop Support
IT Services is working to increase desktop support by establishing a consistent build-deploy support model. Ongoing efforts and successes in this area include improved ticket response times and availability, as well as imaging solutions and support. This initiative also aims to provide consistent, targeted desktop training.
Future plans include efforts to decrease the number of desktop models in use on campus for a more manageable environment.
Classroom Technology
Under the Achieve IT initiative, experts from across campus have developed a single team to support classroom technology. In 2017, a pilot was launched in Fulbright College with 10 students supplied by the Office of the CIO to implement a workgroup zone model, resulting in fewer issues, faster response times and higher visibility of tech support experts in classroom areas.
Tech Spot Labs and Virtual Desktops
As part of Achieve IT, we set out to eliminate the need for various specialized computer labs across campus. This is being accomplished by defining and deploying a standard for general-purpose student computer labs, including a single virtual desktop environment model that provides common services at a high level across campus.
Software Distribution
IT Services continues to pursue a goal of implementing a single software repository and distribution model to deliver software as licensed to appropriate stakeholders on supported platforms. Repository services have been identified, and development is in progress.
Licensing
To simplify software licensing, a procedure was developed for coordinating purchase, distribution and support of software across the institution. By identifying what software was licensed across campus, negotiating best prices and coordinating purchases, we have delivered on this goal.
Procurement
A new procedure was put in place to coordinate technology purchases across campus to improve price points, reduce scope, and coordinate activities to improve support, integration and timing. By identifying technology purchases, negotiating best prices and coordinating purchases with colleges and units across the institution, we have delivered on this goal.
Achieved IT: Completed
Other Achieve IT projects that are now completed or underway include:
Unified Collaboration (VoIP solution)
Network Foundations (completed)
SharePoint Online migration (completed)
Web Services Management
Project Management