NEW EMPLOYEE ORIENTATION PRESENTATION INSTRUCTIONAL REMAKE By Dolores C.

Alexander INTE 6750 University of Colorado Denver (Fall 2012)

Need Analysis
Problem Statement The IT Services group is a department within the University of Colorado Denver | Anschutz Medical Campus. They serve as the primary source of enterprise-wide information technology and telecommunications service in support of students, faculty, staff and researchers of the University. The department currently have two Telecom & Network, Security and Systems Development. The first three Wednesdays of the month at AMC a New Employee Orientation day convenes. On the Denver Campus, this happens on the 1st Thursday of every month. On this day, various departments within the university make a presentation of the types of services they offer to employees. IT Services have a 10 minute window to do so. The format that have been used for several years is this. A presenter follows from a script with information about the service focus of the department, the different locations of the offices, the different groups within IT Services and what they do. At several points within the script a call to use the centrally managed data storage to backup data and to call the help desk when they have a need. While the information on the script is being presented by the main presenter, another helper will scroll through the links for each subgroup on the IT Services website as they are mentioned by the main presenter. Some general information is given on some of the subgroups.

At the end of the presentation is a brief question and answer session. Here are some problems that have been identified with the current presentation format.

1. The department has a number of subgroups each providing several services; therefore it is dif-

ficult to highlight all the different services provided by each group within a 10 minute period. 2. The script is very content oriented and lists all the services the department provides. 3. At too many places within the script, mention is made for the employee to call the help desk. 4. The presentation format has been described by presenters as dry, boring and non-engaging for the audience. The audience are not very interested in the material as they cannot see how all these services will help them. 5. When the presenter is unable to participate or is absent from work, there is no presentation. Sometimes the facilitator of the orientation, who is a Human Resource representative, would do his/her best to give some basic information of the department. 6. There is a need to have the presentation as a mini training opportunity.

Currently, I work within the Telecom group as a Customer Service Representative. My job involves managing the distribution of paging devices for the campus (Note: I do not have a title of manager), completing telecom service requests, updating the campus directory, taking customer calls on all of the above related areas. In addition, I do the New Employee Presentation for the IT Services Department. In the past I observed others present as well as assisted with the navigation of the website while the main presenter presents. Presently, I am the main presenter and do my own navigation when necessary.

The participants I have identified to get their input and feedback to complete this change project are my supervisor, two of the former presenters, and the Helpdesk manager and two persons who have sat through the presentation in the past.

Planned Intervention To address the problems identified with the old presentation format I endeavor to put a presentation video in place. This video would accomplish the following goals. 1. Engage the audience throughout the presentation while giving them the know how of how the service providing system works. 2. Educate/train the audience about the options available for making request, what information they should have on hand when making request and where/how to obtain them (with time consideration). 3. Reduce the need to have a presenter each time, thus freeing the employee to increase productivity in other areas. 4. Reduce the number of calls to the Helpdesk with questions of how to go about making request and what information they need to have when doing so.

The participants are in effect the stakeholders of this project. They include my supervisor, two of the former presenters, the Helpdesk manager, and two employees who have sat through the presentation in the past. I will also consult with managers or leaders from the various groups about what they think is important for the audience to know about their group. The IT Services team provides support for faculty and staff on the DC and AMC campus. As such, the more educated and informed the staff are about what is required when making request and who to talk to,

the more efficient the service process will be. It will also reduce the number of calls the Helpdesk staff receives on general issues and free them up to handle the more difficult tasks. All this will make for increase productivity, greater efficiency in completing request within the department.

Evaluation Plan The initial way to evaluate the success of this change effort will be by observing the audience to see how engaged they are with the material being presented. The 2nd evaluation will be to observe the tally results of the type of calls received by the Helpdesk. This will indicate how informed the faculty and staff is about how the system works and what is required of them. The 3rd way to evaluate this would be to observe the volume of calls that come in to the Helpdesk on a whole. A reduction in the number of total calls made to the Helpdesk will show that employees are more aware of what is required of them and might be doing more to solve their own problems and guarding against risk and compromised accounts. These would all be good measures of success.

Environmental Impact The biggest risk I see here is the project solution not being adopted. Currently my decision making ability is confined to the work that I do. The revision of the NEO presentation was added to my job requirements as something that I wanted to do. So I decided to do it as a class project when the change proposal opportunity presented itself with the University of Colorados

INTE 6750 class. With all my other responsibilities it would have been difficult to get it done during the regular working hours in a short time period. Usually decisions are made from the top and handed down. Since I am not in any of the top (managerial or leadership) positions, I am uncertain how this will unfold. The current presentation script was handed down. Surry and Ely (2001), noted that, Each product, procedure and practice has to maintain a high fidelity to the original or else success cannot be guaranteed. Doing a video is revolutionary. However, the material content will have most of the content of the original presentation source document so this would help with the success of the outcome. The presentation methods would be different. The aim would be to raise awareness of the services offered and what employees can do to help themselves. The format would provide instruction that engages the audience and make the educational experience memorable. The department would stand to benefit with a reduction in calls, particularly at the basic request levels and a greater awareness amongst employees of what the departments can do to assist them with their jobs.

Methodology and Findings

To accomplish this feat, I was directed to and got the approval from the manager of the Helpdesk since this was within his area and not my supervisors. The Helpdesk manager then brought it to top management for approval. I then put together a list of persons (stakeholders) I believe would be important to have on board to get their in-put and buy-in into this project and steer it in the right direction. Stakeholder Identification The stakeholders who would be affected by this and help in steering the direction of the project are the new employees, former presenters who are currently on staff and the IT Departments group leaders. I then created two surveys. The first survey was directed to the IT Departments group leaders and past presenters (excluding myself) and collectively called Group Leaders. This was aimed at determining what the department leaders felt was important for new employees to know. The second survey was directed to the new employees. This was aimed at determining what the new employees would like to know about the IT Services department and what they expect from presentations. The Group Leaders Survey were delivered by hand and/or email to a total of 12 persons. The New Employee Survey forms were hand delivered during the presentation session held on September 19, 2012, at AMC. For this presentation, I used the older format of the presentation. A total of forty survey forms were handed out to a group of 60 new employees. Completing the survey was encouraged but not required by the audience. See Appendix A for the group leaders survey questions and Appendix B for the new employee survey questions.

Employee Survey Findings A total of forty (40) survey forms were distributed to the new employees. Eighteen (18) new employees completed the survey resulting in a 45% participation rate. Twelve (12) group leader surveys was distributed with a participation rate of 50%. Though the response was less than expected, the responses provided a broad list of expectations and ideas that I thought was representative of the ones that did not participate. The surveys collectively provided a wealth of data to work with. The employees provided very helpful insight into what they were interested in seeing and hearing. Most of which was in keeping with the initial objectives of the change project. The raw results can be found in Appendix C. I have summarized the raw results as participants noted in point form on the survey in Table 1C. Here is an explanation of what the categories in the table mean. How - answers the question of how they would like to see the presentation and presenter. What answers the questions about the things they would like to see or hear during the presentation. Improvements answers the question about what they would like to see or things that could enhance the presentation. Table 1C - Summary of Employee Survey Responses How Clear, brevity, concise, time management Organized, structure, interesting method of presentation, holds interest, slides, examples/demo, handouts, brochures, visual aids (appropriate), accurate/factual, engaging, audible/clear volume (speaker), energy, excitement (about what is talked about), interaction, retention, focused, audience involvement, discussion & audience, workshop style format,

What

Useful, relevant, important, practical information, where to get info, what can ITS do for me, kinds of service, quick summary of info with handout, key info & contacts (web, phone), where to find things, features that can help Major IT issues, self help - how to trouble shoot & fix things myself, slides describing divisions and contact.

Improvements

More interaction/use of visual aids, slides, bullets and points, phone number and website, illustrations, walk through website, how to find info and navigate, server access (location & how to access)/rates, same order of presentation and handout, how to get logon and password, self help - how can user fix their own, wireless access locations on campus, summary of who to contact, when & for what Wait for folks to find handout, difficult to follow & too long, visual is memorable, online examples to look at, where to go first online, self-service for IT, diagram slide to keep as cheat sheet for IT issues, participant involvement Add visual, slides with few bullet points, no need to read out phone numbers, present on screen and not only talking, missing handout, audience involvement, interaction, more examples, handout could be better, outline each department & what they do, demos, online forms/request, info on security (phishing, spam, virus be ware), diagram slide for cheat sheet for ITS issues, case example and issues

Group Leaders Survey Findings The responses of the Group Leaders were focused on three questions. See Appendix A. Table 1C provides a raw summary of these responses. It was clear that much emphasis is being place on security and the types of service the department offers.

Table 1D - Summary of Group Leaders Survey Responses How can your depart- Ensure we state a clear and consistent message ment assist new em- General & specific guidance ployees? Resource for technology questions/dept/college Schedule on-site support Locate dept or college resources Reset accounts Wireless communications Info needed for Smartphones Assist with tech planning & project implementation Email Central file server accounts Data storage Anti-virus software Microsoft Office Software products Server hosting Remote computing Data center needs Report lost or stolen devices with university data Operating Systems Faculty & staff with limited student assistance What to do/have when making request? Tell who, what, when & cost Start with help desk Provide issue details For onsite appointment - Location (building, room, phone & name for contact, department Speedtype Smartphones - have device on hand for assistance LAN Admin can also assist Contact CRSs for moving projects Phone request - name, phone #, bldg, room, jack, Speedtype

Advice on how to Use a system to devise password lower the risk or min- Password protection - never share your credentials imize problems? Hardware - avoid the cheapest, ask for assistance with purchasing decision Prevention - anti-malware, anti-virus Technology planning & project implementation Involve IT Services early Encryption Keep all software & hardware patched & current supported versions What is phishing, where to report phishing Report lost or stolen devices with university data Voice & data needs (Phone & network - add moves & changes) Wireless/cabled

Design Method The ADDIE method of Instructional Design was used for developing this presentation. Malachowski (2002) noted that, simple step methodologies provide an organized design procedure for the use of instructional material that can facilitate the creation and maintenance of classes and training. He recommended the ADDIE Instructional Design technique methodology as a first step because it involves steps to assess and analyze needs, design instruction and presentations, develop materials, implement activities and courses and evaluate participants progress and instructional materials effectiveness. (Malachowski, 2002). The 1st and 2nd steps of Gagnes nine events of instruction as noted by Edutechwiki (2007), was also incorporated; step 1: Gain attention - present a good problem, a new situation, use a multimedia advertisement, ask questions. This helps to ground the lesson, and to motivate. Step 2: Describe the goal - state what students would be able to accomplish and how they will be able to use the knowledge, give a demonstration if appropriate. This allows students to frame information, i.e. treat it better. (Edutechwiki, 2002).

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In the analysis phase I gathered data from management, past presenters and new employees. I then summarized this data and formulated objectives on what each employee should know about each IT Services group after listening to the presentation. For the design phase, I worked on creating a video using a combination of software programs. The main idea was to incorporate as much of the audience request and make it more diverse than just the website and a presenters voice. This is in keeping with the results from the survey. Participants responded that they would like to see slides and things that would engage and keep them interested in what is being said. As such, I would be including short videos, slide demonstrations, presentation slides, podcast and live presentation for this product. To put the design in place, I created a storyboard to map out everything that would be done for the creation of the video. Following Gagnes nine steps to instructional learning, I included an attention grabbing, problem related video at the beginning of the presentation video and outlined the things that they will be learning during the presentation. Some of the other steps are incorporated in the presentation as well. I then proceeded to the development stage by implementing the storyboard design. I am currently in the development stage of this product and is about 2/3s complete. I am wrapping up the development stage while awaiting approval from top management for the video taping of technicians on the Helpdesk, Telecom and the data storage area. These videos will be used to give the audience an idea of how services are provided and will be shown in conjunctions with a podcast recording. The implementation of the completed work will be done later after management reviews it. Evaluation

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To help with the evaluation of this project, I requested a 6 months to 1 year summary of past Helpdesk calls to be able to use it as a benchmark for future comparison. Instead, I received the last month list of all calls by tally codes for a total of 49,498 calls for the month of September, 2012. One of the things I found out is that the tally codes are tallied based on the calls that came in for each IT group that was resolved by the Helpdesk or referred to the group itself. Of the 52 tally codes there was one tally code named Misc Help Desk Questions. This was described as General IT/User questions, work order lookup, complaints, etc. As such, it might be difficult to determine all the calls that go into this miscellaneous category. Some miscellaneous calls may be considered as resolved by the Helpdesk. For example, calls regarding how to complete a request form might be considered as resolved or Misc Helpdesk question. As a result of this, I think that the only thing that can be evaluated over time is the total number of calls made to the Helpdesk. This will be evaluated beginning the month after implementation takes place.

Recommendations The findings from the Group Leaders and New Employees Survey, leads me to recommend doing a video for the presentation. The video would use a format that involves the use of live videos to allow the audience to see how the work is being done. It would also include demonstrations of how things are done and where to go to find service request information and forms. Slides would also be a part of the video presentation. This will present some variety and help capture & maintain audience interest and keep them engaged; as the survey findings revealed.

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Some of the employees needed to know how they can fix things on their own. For this, I recommend the production of a series of short videos on various topics that can provide an engaging way for employees to learn about the topic. For example, an instructional video on how to reset their password. This can be posted within the appropriate groups area on the IT Services website. This can be done later because it is currently outside the scope of the presentations time restrictions. Some employees felt that they needed something to take away. There is a 2-page document given to employees, so this employee may not have seen it or just wanted something more compact. For this I recommend a 2-sided laminated A5 sheet with a list of links of where to go for what. For example, the front of the sheet could be Service Request URLs - for obtaining service request forms, Service questions - email addresses of where to go to obtain answers and Service information URLs - Where to go the find more information about some practical topics. See Appendix E. The development stage of this video should be completed by October 21, 2012. This would be contingent upon the time it takes to gett the approval to do the video of the Technicians at work. When this project is completed, I will send a copy to the Helpdesk manager who secured the approval of the project. In working on this project, I learned that things like approval, can take a while; and that I need to work with stakeholders schedules even if it means that the project will be delayed. I learned that not everyone has the time to work with my deadlines and milestones and that I have to exercise patience. I have learned that surveys play a key role in helping to determine the direction one should take when exploring an issue. This project has given me some experience in initi-

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ating an instructional product from scratch. Once implemented, I intend to followup on the number of calls to the Helpdesk over the next year and compare it with previous years. Career wise, I am hoping that this experience and exposure would enable me to move upwards within the IT department or University of Colorado. Most of the design tools used in this project, was learned in previous classes like INTE 6710 and INTE 6930.

Conclusion The information gathered from the two surveys were insightful and useful. It is clear from these responses, that they exceeds the scope of a 10-minute presentation. To complete this change project - The New Employee Instructional Presentation Remake, two surveys were conducted to be completed by persons deemed as stakeholders. They were the IT Services group leaders and past presenters, and the new employees. These surveys provided a wealth of useful data that can be used for the presentation as well as serve as a resource for other projects. While reviewing the responses, it was clear that leaders wanted to provide information. The employees wanted to get that information, to hear it, see it and feel it as well. The ADDIE instructional design method was used to develop this presentation. Some of the relevant steps in Gagnes Nine events to instructions were incorporated also. Attempting to incorporate all of this into a 10-minute window has been a challenge. The project is about 2/3 complete and is scheduled to be completed by 10/21/12.

References
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CU Information Technology Services. (2012). IT Services. Retrieved from http://www.ucdenver.edu/about/departments/ITS/Pages/index.aspx EdutechWiki.com. (2007). Nine events of instructions. Retrieved from:http://edutechwiki.unige.ch/en/Nine_events_of_instruction Malachowski, Michael J. (2002). ADDIE Based Five-Step Method Towards Instructional Design. Retrieved from: http://fog.ccsf.cc.ca.us/~mmalacho/OnLine/ADDIE.html#ID Surry, Daniel W., & Ely, Donald P. (n.d). Adoption, diffusion, implementation, and institutionalization of educational technology. Retrieved from http://southalbama.edu/coe/bset/surry/papers/adoption/chap.htm

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Appendices
Appendix A Group Leaders Survey Document

Group Leaders:
I am currently working on a project to make some changes (add an instructional touch) to the NEO presentation. As, such I seek your input on the following for the group you belong to. Please list 1 to 3 things that you think is important for new employees to know in one or more of these areas. A - How your department can assist them B - What to do/have when making request C - Advice on how to lower the risk or minimize problems with hardware/software/phone/cards, etc. Please circle your groups name and add your notation in the space below. Use the back of this sheet if needed. Help Desk Workstation Support ment(Admin) Finance A Network & Security Enterprise Computing Customer Service IT Depart-

Telecom

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Please complete and drop in my mailbox in the mail room. A response by September 19th will be great. Thanks for taking the time to do this. I appreciate your help. Dolores Alexander, Technician II/CSR (303-724-0400)

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Appendix B New Employee Survey Document 1. What key things do you look for in a presentation?

2.

What did you learn from this presentation?

3.

Was this information helpful/meaningful or not and in what way(s)

4.

What would you have liked to learn/see or hear during this presentation?

5.

Was this presentation format effective or not and in what way(s)?

6.

How could this presentation be improved or made more effective?

Thanks for taking the time to do this. I appreciate your help. Appendix C
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New Employee Survey Responses Here are the responses of the new employee survey. There were a few instances when the writing was hard to decipher. In those instances, the statement was represented in the most feasible way.
1. What key things do you look for in a presentation? Clarity, brevity, useful, relevant, important information presented in an organized (easy to remember) way Concise, clear/volume speaker, time management, engaging speaker (more casual than scripted) Useful information, what dept does/does not do, who to contact Transfer of information Concise practical information Energy, excitement about the stuff one is talking about. Clear & audible speaking; relevant info covered; interesting method of presentation; keep me focused and engaged What kind of services they provide. Where to get information; what can ITS do for me Organization, overall structure, retention of participants attention, audience involvement Interaction Quick summary of information with handout Key information & contacts (web, phone); where to find things online; holds interest and slides examples, demo; hand-outs or brochure Contact information and major services offered => how to Accurate, factual, relevant, norel(?) Information; clear, concise delivery & appropriate visual aids Delivery of clear, concise information Phone number

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Exciting, interesting, good visual aids

2. What did you learn from this presentation? How to backup my data Services offered through IT What IT Services does and groups within the dept.; How to recover data (who to contact); data stored on campus drive is backed up Unified messages; central storage, virtual desktop About Helpdesk/Remote data storage/unified messaging/general questions/computer repair/contact info for ITS Diversity of IT, what help can expect to get, what not <no response> Help services; directory (where I can add my own information) N/A How to call for help on ITS issues; about server use & other monthly/one time fee services available <no response> IT resources and department IT contacts & links; telecom Major components of ITS, some contact info No. for help desk; are or two services IT provide & uified messaging, back up How to access IT Services and description of different groups and responsibility; role of IT and services available Where to find their office/website/phone number Nothing that was not in the handout

3. Was this information helpful/meaningful or not and in what way(s)? Good presentation of 4-Help

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Yes, in case I have a issue w/computer or phone in future that supervisor/staff cannot assist with Yes, especially 4-Help Yes. Mostly helpful Yes. Not really; tell me only the important IT topics I need to know; cut out the fluff; offer ways to obtain more detail if needed for individual situation Somewhat helpful; It will be helpful if the presenter would go thru the website during presentation N/A Yes meaningful for ITS issues, contact info & how to get in touch The handout is helpful Yes, good summary Yes helpful At times yes how to info is more useful Yes, but delivery dull & needed slides and relevant information Yes. Yes. Not really

4. What would you have liked to learn/see or hear during this presentation? What are pros & cons of being on e.com How do you interface C Epic More slides w/bullets and #s hard to follow at points, just lots of phone numbers I learned what I would ever need to know about IT (4-Help) Content covered appropriate

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Needs more illustrations/slides to keep the interest <no response> Features on the IT web that could help us Walk through website; how to navigate & find info Once you have server access, where its located & how to acess it from your computer; rates for offered services (i.e servers) <no response> Would be nice to have the handout outline what you talk about in the order you talked about it w/ all websites and phone numbers What to expect when logging into a CU PC; how to get your logon & passwords; selfhelp how can user fix their own issues; wireless network access locations on campus Couldnt find the handout in the packet; .?... summary of who to contact, when & for what Help disk number; show to search up (using computer screen to demonstrate); major IT Issues Nothing additional was needed <No response> More interaction, use of visual aids

5. Was this presentation format effective or not and in what way(s)? Brief, informative Lots of shuffling of paper as people tried to find handouts. Would have been helpful to show us and wait until people got settled. I missed beginning of what you were saying because I couldnt find paper. Yes. Clearly presented Yes. Powerpoint slides would more help Needs more illustrations/slides to keep the interest

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No it wasnt; difficult to follow & way too long for pertinent information Not effective. Visual is memorable. No; jumped around; nothing new It was harder to follow than had it been accompanied by a slideshow <no response> Yes Make a few examples online to look at; where to go first online; self-service for IT more info Needed more durable info; maybe a diagram slide or 2 which one could keep as a cheat sheet for ITS Issues No, we have been talked at all morning & minimal participant involvement Yes. <No response> No, it was too dry & boring; I had a hard time staying awake

6. How could this presentation be improved or made more effective? Slides about each overall point would help otherwise details are hard to remember Slides with few bullet points More slides in the printout; more slides during the talk Cut out extraneous info; presentation was too long; no need to read out phone #s; add visual component besides slide show print out Yes, if it was presented in a screen and not only talking. Handout did not have it Slideshow; audience involvement More interaction; more examples Handout could be better and outline of each department & what they do would be nice Demos; online forms/request; (see 4&5); information security phishing, spam, virus, be aware; thanks

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Needed more durable info, maybe a diagram slide or 2 which one could keep as a cheat sheet for ITS Issues Case example & issue; some slides & key info/number; discussion & audience, a more workshop style format Would have been made more interesting and helpful see more slides describing divisions and contact info for dept of IT; would like info on how to troubleshoot problems myself if busy and no time to call 4-help <no response> Tell stories, ask questions of audience

Thanks for taking the time to do this. I appreciate your help.

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Appendix D Group Leaders Survey Responses

A How can your department assist new employees? -Provide general & specific guidance for faculty & staff (HD) -Help Desk is a support resource for technology questions, department or college (HD) -Schedule on-site support (HD) -Locate departmental or college resource (HD) -Reset accounts. (HD/WS) -Wireless communications (HD/WS) -Info needed for smarkphones.(HD/WS) -Customer oriented department & available to assist with technology planning & project implementation. (Admin) -Ensure we state a clear, consistent message to NEO participants. (Admin) - Can help with all things related to email, central file server accounts, data storage, anti-virus software, operating systems, office software products, data center needs, remote computing and server hosting. (EC) - Report lost or stolen computing devices with university data. Call the Help Desk. Need Police report # & information on data on device. (Sec) -Help with all voice and data needs. We provide everything from new cable installation to wireless, Adds, Moves & Changes. (Sec) B What to do/have when making request?

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-For on-site assistance provide issue details, location for on-site appointment, point of contact information, department speed type for possible billing of services [the more detail the better we will be able to advise or assist]. (HD) -Have smartphone,lap top or tablet on hand for assistance with setup. (HD/WS) -Most all request go through ITS Help Desk best results. (EC) -New employee can access a LAN Admin in their area to begin the process. (EC) -Tell NEO who, what, when & Cost when requesting an IT Service. (Admin) -It is best to start with the Help Desk and be specific about who/what you want to discuss. (Admin) -Password protection never share your credentials! (Sec) -What is phishing? See security website. (Sec) -Reporting phishing: ITS-secops@ucdenver.edu (Sec) - Contact the Help Desk. (NT) -For projects, contact CSRs. (NT) -For phone request, have your name, telephone number, Building, room and jack number if possible. (NT)

C Advice on how to lower the risk or minimize problems with hardware/software/phone/cards, etc? -Provide answers to callers about what ITS does to prevent technology issues & what employees can do to minimize problems. (HD) -Preventative maintenance and education are very valuable in lowering the number of technology problems for campus users & IT Services. (HD) -Contact the Help Desk if unclear about a technology issue. (HD) -Remember passwords & use a system to design passwords. (HD/WS) -For hardware, do not buy the cheapest & ask ITS for assistance with purchasing decisions. (EC) -For software, the best preventions is anti-virus & anti-malware software which we supply & Support. (EC)

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-Customer oriented department. (Admin) -Available to assist with technology planning & project implementation. (Admin) - Involve ITS in the early stages of your project or as soon as you have a problem so that solutions can be sought together. (Admin) -Encryption: Universityowned lap tops in HIPAA departments are required to be encrypted. Contact Help Desk for department LAN Admin. (Sec) -Keep all software & hardware patched & current

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Appendix E
IT Services Contact List Service request URL s Backup Restore Request: https://itservicesweb.ucdenver.edu/forms/backuprestore.php Calling Cards or Long Distance Personal Billing Number: https://itservicesweb.ucdenver.edu/securedocs/ Mailbox Request Forms: https://itservices-web.ucdenver.edu/forms/ Microsoft Software: https://itservices-web.ucdenver.edu/microsoft/ Phone & all other service request forms: https://itservices-web.ucdenver.edu/forms/ Sponsored User Request Form: https://passport.ucdenver.edu/sponsored.html Virtual Private Network (VPN): https://itservices-web.ucdenver.edu/vpn/

Service questions: Calling Cards & Personal Billing Numbers (PBN): Finance: its.billing@ucdenver.edu Help Desk: UCD-ITS-HELPDESK@ucdenver.edu | 303-724-4357 (4-HELP) Pagers: CSR, ITS@ucdenver.edu (In Outlook, search for CSR). or UCD-ITSCSR@ucdenver.edu | 303-724-0400

its.pbnrequests@ucdenver.edu

Service information URL s Billing Report Description: http://www.ucdenver.edu/about/departments/ITS/Finance/Documents/illustrated %20billing%20report-final.pdf Computer Standards (minimum): http://www.ucdenver.edu/about/departments/ITS/CustomerCare/Pages/computerstan dards.aspx

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Data Encryption: http://www.ucdenver.edu/about/departments/ITS/NetworkSecurity/Pages/Encryption. aspx Denver Campus Student Accounts: http://www.ucdenver.edu/about/departments/ITS/CustomerCare/Pages/DenverCampus-Students.aspx Documentation Center: https://itservices-web.ucdenver.edu/securedocs/ | Access to all request forms. IT Services Student Labs: http://www.ucdenver.edu/about/departments/ITS/CustomerCare/Pages/StudentLabs. aspx | 303-315-2867 IT Services Web Site: http://www.ucdenver.edu/about/departments/ITS/Pages/index.aspx Outages (current/planned): https://itservices-web.ucdenver.edu/netalerts/ Password Resets: https://myaccount.ucdenver.edu/ Rates/Rate Changes: Servers, Pagers & additional features, Voice, File & Print, VPN: http://www.ucdenver.edu/about/departments/ITS/Finance/Pages/rates.aspx

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