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Getting Help & Finding Information

Updated February 13, 2003

The School's Helpdesk Service Level Agreement defines supported hardware, software and procedures and governs decision making. Please familiarize yourself with these guidelines.

Prioritization: Helpdesk requests are ranked in order received and categorized as

Urgent - Emergency situations where no work can be accomplished.
Serious - Requires prompt but not immediate attention.
Best Effort - Non crisis general needs and unsupported requests made outside of the bounds of our Service Level Agreement, or requests made short of the required lead time.
Installation - Software and hardware installation.

In addition to calls, our Helpdesk works on projects, such as an annual upgrade cycle for computers, etc. as listed in the Department's Current Projects (login required).

On-Line Call Tracking: The current Helpdesk queue is available on line in the Technology - Helpdesk section of iMpact for you to check your call status.

You can also enter a call directly into the queue. Please keep in mind our staff will filter and prioritize your request in relationship to other current requests.

Classroom Support

This division of the Helpdesk assists with classroom equipment setup and needs as well as lab operations.

Software Support Services

Our in-house team of software specialists are available to assist you with questions about Microsoft Office use, and will do specialty and high-end work for you such as advanced PowerPoint, Word, Excel files, color copying, posters and graphic design.

Web Development Team

Our web development team works behind the scenes to develop the programming, database and web back-end necessary for iMpact and other Business School tools.

Training

Need to learn how to do something?

The Computing Services trainer can work with you to create custom classes for small or large groups for topics related to the Business School environment.

Our Software Support team offers personal instruction and assistance with Microsoft Office

Kresge eLibrary offers has an Education and Training Librarian on staff, as well as an Advanced Technologies Librarian. See Who to Call for Assistance for current contacts.

Process Planning and Consultation

We have a liaison to assist you with business process consultation, such as best practices for M-Pathways, data extraction and integration, the Ross School of Business database relationship management tool, and more. See Who to Call for Assistance for current contacts and to arrange an appointment.

CTools Assistance

The Business School provides on-site support for Faculty assistance with CTools Sites through the Kresge Library Curriculum Services team. While used primarily (and heavily) by faculty and students, everyone should be aware of CTools. CTools, developed by the University of Michigan with ongoing development currently housed in the Media Union, offers a web site for each course. Each course has a URL to a front page with a course description and required materials for interested parties to browse, and a login allowing only registered students to enter. Inside is typically a calendar, discussion, announcements and course resources such as course pack materials and related documents posted. A full list of courses with CTools sites is available in iMpact.

Related Topic: How to Use CTools in the Course Materials for Faculty and Secretaries section.

Facilities

Among many services, our Facilities Office provides:

Assistance with building infrastructure issues (heating and cooling, phone, etc.)
Furniture (chairs, tables, desks, etc.)
Classroom supplies such as markers, overhead rolls, chalk, etc.
Room reservations, including classroom computing equipment requests
Please contact the Facilities Office for room and computing equipment reservations. Typically computing equipment requests need to be made at the same time as the room reservation. To request computing equipment for a classroom within 24 hours of the event, contact the Computing Services Helpdesk directly to see if it is possible.

Related Topic: For current names and phone numbers of above support staff, see the Who to Call for Assistance page.

Who to Call for What

When in doubt, always start with the Helpdesk (615-3000). However, going directly to the appropriate person may save you time.

There is an on-line sheet actively kept up to date with names, phone numbers and email addresses of IT services and contact people on the Who to Call for Assistance page in the Technology section.

Related Topic: What Services Are Provided, above.

How to Find Phone Numbers and E-Mail

There are many resources for you to easily find others' e-mail, campus phone and address information.

Using The Online Campus Directory

The University of Michigan maintains an Online Campus Directory with entries for all faculty, staff and students. This is a useful tool for two things: 1) to find others' contact information (e-mail, campus phone and address, etc.), and 2) to manage your own entry.

It is worthwhile to note that your Online Campus Directory entry has a field for e-mail mailbox delivery that determines where your e-mail, addressed to you at your uniqname@umich.edu, is delivered.

Using iMpact's Faculty and Staff Directory

Every iMpact user has a personal profile, which includes contact information. iMpact's directories display this contact information (e-mail, campus phone and address, etc.). There is a separate Faculty/Staff Directory, Student Directory and Alumni Directory.

Contact information is viewable on-line by those using the directories
The entry Kiosks at each of the doors in the building display the Faculty and Staff directory for our visitors.
This information is used in our Business School telephone directory.
This contact information may be downloaded by Business School Faculty, Staff or Students into Outlook as individual contacts using the Outlook Download program.
To use the Directories, go to Directories & Contacts on the top menu bar of the web site.

Be sure to keep your entry up to date through editing your iMpact Personal Profile. Others will use the directory to find you. Note in the bottom of the Edit Address field is a checkbox to make the information available to other iMpact users. This determines whether it is hidden or visible for the above purposes (see following topic).

Business School Telephone Directory

Beginning in Fall 2001, the Business School directory is available only online. You can print a copy in PDF format if necessary but we encourage you to save paper! It is linked from Directories & Contacts. Note as mentioned above that this contact information is taken directly from the iMpact Faculty/Staff Directory.

Campus Operator

You can call (734) 764-1817 for campus operator assistance. They typically keep business hours.

Related Topic: See Keeping Your Contact Information Up to Date below for information about how to change your personal entries in the above directories.

Keep Your Contact Information Current

You will want to keep your own contact information up to date in the various data sources on campus.

Change Your iMpact Faculty and Staff Directory Entry

Every iMpact user has a personal profile, which includes contact information that is displayed in iMpact's directories. The entry Kiosks at each of the doors in the building display the Faculty and Staff directory for our visitors. The Business School Telephone Directory also uses data from your profile entry.

Be sure to keep your entry up to date through editing your iMpact Personal Profile. Others will use the directory to find you. Log into iMpact. On the Personal Tools page, click on the My Profile link in the side bar menu under the iMpact heading.

When you change this entry, it changes it in the Business School database.

Change Your Campus On-Line Directory Entry

The University of Michigan maintains an Online Campus Directory with entries for all faculty, staff and students. Your entry contains information about your job title, campus address and phone number, home address and phone (optional), email address and more. To change this entry, go to the web site, log in, and follow the instructions listed on the Directing Your Email page.

Please note when editing your entry, there is a checkbox to allow batch updates. Data from the University of Michigan Human Resources database is loaded into the Online Campus Directory several times a year. This is known as a "batch update." If you change your address today in the Directory but not with Human Resources, and allow batch updates, the time they do a batch update, your old address will reappear! If you choose to not allow batch updates, you take responsibility for managing your own information - so be sure to remember to keep it up to date! Please note you must contact campus Human Resources (see below) if you wish to change your contact information, such as your mailing address, formally with the University.

Please note there is a privacy checkbox as well. This is equivalent to excluding yourself from the public phonebook. We encourage you to leave this unchecked to allow your information to be available to others unless you have specific security reasons.

Updating Your Employee Information

If your mailing address or other contact information has changed, you will need to fill out a form for the Business School Human Resources office. The form is available on-line at http://www.umich.edu/~hraa/hrris/forms.html to print and fill out.

Relationship Management

The Ross School of Business Database has a tool to show relationships between individuals and companies that interact with various Business School groups.

The Ross School of Business database holds records on people (students, alumni, employees, Executive Education participants, etc.) and companies (recruiters, program sponsors, etc.). It shows the relationships of these people and companies to the Business School.

The Relationship Management tool allows a trained user to search and see the relationship of an individual or company. Users can see connections between people and companies that other sectors of our school may be doing business with or have a relationship. This leads to better informed communication and decision making based on the various dimensions of an individual or company's relationship with the school. For example, you may approach an Executive Education participant differently if you know he also a recruiter who has a relationship with the Office of Career Development. A reverse situation may be if you are going to meet with a recruiter and you see he has taken an Executive Education course, or you are going to contact a company and you see they have RSB alumni employees.

This web tool is accessed here: Relationship Management. However, you must be trained and setup to access this site. If this tool would be useful to your position, please contact Computing Services for assistance in arranging this capability.

Scheduling Events

When you are planning an event, awareness of these procedures will help you:

Calendar Program: The Business School has a Calendar system. Individuals with appropriate permissions and training may schedule events in the Business School calendar. This allows direct reservation of available rooms, and depending on the type of event, they will appear on the public kiosks, in the iMpact calendar of events. Contact Computing Services for calendar permission - training is required in advance. Those who don't have rights to reserve rooms can search for available rooms then contact Facilities to make the reservation (see below).

Room Requests: E-mail the Facilities office for room requests. Facilities staff will enter it in the calendar for you.

Lab Use: See the section on scheduling the lab. You will need to check the schedule then email a request to the Lab manager.

Equipment Requests: Computing and A/V equipment should be made at the time of the room reservation. Contact the Helpdesk if the equipment request is within 24 hours of the event, and it will be handled on a best-effort basis. For non electrical equipment, such as additional chairs and tables, contact Facilities.

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