{"id":81070,"date":"2014-06-06T14:21:43","date_gmt":"2014-06-06T18:21:43","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=81070"},"modified":"2025-03-12T14:13:38","modified_gmt":"2025-03-12T18:13:38","slug":"technology-experience-and-community","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/departments\/technology-experience-and-community\/","title":{"rendered":"Technology Experience & Community"},"content":{"rendered":"
\"An

Jill Beckman, Assistant Vice President<\/p><\/div>\n

Technology Experience & Community (TEC) is IS&T\u2019s primary client-facing department, and consists of five teams with approximately 100 employees all dedicated to providing Best-in-Class support for the BU Community, focusing on a culture of service.\u00a0 TEC provides service ownership for ten services and forty service components within IS&T’s service catalog<\/a>, and owns eleven practices within IS&T’s IT Service Management framework (ITSM)<\/a>. \u00a0 TEC handled over 128,000 inquiries via our IT Service Management system in 2024.\u00a0 Detailed descriptions of each department can be found under the org chart.<\/p>\n

Under the purview of Technology Experience & Community is a support center for the BU Community, called the IT Help Center<\/a>, which features two walk-up locations<\/a> where faculty, staff, and students can visit to receive IT support for the 200+ services that IS&T provides to the enterprise. At the primary IT Help Center location (179 Amory Street<\/a>) you may also check in computers for hardware repair.\u00a0 A third walk-up location is solely dedicated to faculty members and IS&T\u2019s Classroom Technology and Support service.\u00a0 In addition to full-time staff, Technology Experience & Community bolsters its team with student employees who often move on to find jobs within IS&T after graduation.<\/p>\n

 <\/p>\n

\"Org<\/a><\/p>\n

 <\/p>\n

Service Management<\/strong><\/span><\/h3>\n

Assistant Director:<\/strong> Katie DeMore<\/h4>\n

The Service Management team (SM) focuses on implementing ITIL and IT Service Management (ITSM)<\/a> across all of IS&T. Their team is comprised of Subject Matter Experts (SMEs) that serve as practice owners and provide guidance to other practice owners, service owners, and IT Leadership across the enterprise. Service Management takes care to ensure our processes translate into an excellent client experience.<\/p>\n

 <\/p>\n

Service Desk & Support Operations
\n<\/strong><\/span><\/h3>\n

Assistant Director:<\/strong> Jim Moran<\/h4>\n

The Service Desk (SD) serves as the BU community\u2019s primary point of contact into IS&T, leveraging enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate solution or escalation. \u00a0The Service Desk provides Tier 1 support for all services, and Tier 2 or 3 support for many services such as Blackboard Learn, the primary Learning Management System (LMS) leveraged at BU. \u00a0Open between eight and 15 hours a day, seven days a week, the Service Desk also is responsible for the Major Incident process, housing incident coordinators and operating 24 x 7 when a Major Incident is underway. \u00a0Service Desk staff serve as subject matter experts (SMEs) for many technology concepts, applications, systems, and services, and spend their time\u00a0resolving incidents, fulfilling requests, and participating and\/or leading service, platform, or project teams.<\/p>\n

You may reach the Service Desk by calling 3-HELP (4357), e-mailing ithelp@bu.edu<\/a>, submitting a ticket through TechWeb, or visiting one of its two walk-up locations<\/a>.\u00a0 The Service Desk will escalate tickets as needed to the other four Technology Experience & Community teams.<\/p>\n

Manager, Operations:<\/strong> Peter Cataldo
\n<\/em><\/h5>\n

Operations (OPS) is a small internal escalation team, primarily focused on creating efficiencies within TEC and managing the myriad of processes and procedures it takes to operate the physical IT Help Center locations.\u00a0 Operations handles responsibilities such as TEC student recruitment, scheduling, hiring and training, a Unified Command Center for TEC, oversight of the Amory Street check-in software\/hardware service, and more.\u00a0 Operations has process and procedural oversight for all branches of TEC, and also runs the Terrier Tech Career Explorer Program<\/a>, handles the broadcast e-mail service<\/a>, provides software licensing<\/a>, and operates the University switchboard<\/a> for the University.<\/p>\n

 <\/p>\n

Client Technology Services<\/span>
\n<\/strong><\/h3>\n

Executive Director:<\/strong> Mark Kimionakis<\/h4>\n

Client Technology Services (CTS) serves as a liaison between the BU community and IS&T, leveraging technical expertise to assess business needs, advocate for, and implement technology solutions.\u00a0 CTS staff use their deep technical expertise to serve as subject matter experts (SMEs) and participate or lead service, platform, or project teams.\u00a0 They frequently collaborate with other IS&T staff.<\/p>\n

Director, Engineering:<\/strong> Michael Harvey<\/em><\/h5>\n

CTS owns and operates many key enterprise services for the University, such as e-mail<\/a>, telephone services<\/a>, printing<\/a>, asset management system<\/a>, endpoint security<\/a>, digital signage<\/a>, and the virtual desktop environment<\/a>.\u00a0 CTS staff act as Application Administrators for these services and ensure all of these services are maintained to be efficient and effective for the University.<\/p>\n

Director, Field Services:<\/strong> John Bodi<\/em><\/h5>\n

Many CTS staff act as Primary Responders (PRs) for specific departments or schools on the Charles River Campus, and are required to become familiar with all aspects of each site. \u00a0Most are physically located within their supported units across the campus, which means the team is distributed across the enterprise, in order to ensure a quick response for desk-side visits and to strengthen and maintain IS&T\u2019s relationship with our client representatives. \u00a0PR responsibilities include on-boarding\/off-boarding, desktop asset management (procure, deploy, maintain, support, retire), advocating for and ensuring the implementation of IT projects, acting as or assisting the IS&T\u2019s Relationship Manager for their site(s), and handling the IT budget as needed for each school\/department.<\/p>\n

Client Technology Services serves as Primary Responder for ~94 schools and departments.\u00a0 Some key sites include the School of Law, Questrom School of Business, Sargent College, the College of Fine Arts, Healthway, Development & Alumni Relations, the Boston University Police Department, and the President\u2019s and Provost Offices.<\/p>\n

Platform Services Manager:<\/strong> Ken Weeden<\/em><\/h5>\n

CTS also owns and supports the next generational collaboration platforms provided by IS&T such as Microsoft 365<\/a> and Google Cloud solutions<\/a>. \u00a0This dynamic space is ever-changing, especially due to the world\u2019s increasing reliance on cloud technologies.<\/p>\n

 <\/p>\n

Learning & Event Technology Services<\/strong><\/span><\/h3>\n

Executive Director:<\/strong> Linda Jerrett\u00a0 Assistant Director: <\/strong>Dave Kolar<\/h4>\n

Learning & Event Technology Services (LETS) serves as the BU Community\u2019s primary point of contact for support in all classrooms owned by the Office of the University Registrar<\/a>. \u00a0LETS is open whenever classes are scheduled, and also is available seven days a week to provide support for meetings and events, including large-scale events such as Commencement. \u00a0Additionally, LETS is an escalation team that specializes in existing and emerging educational technology. \u00a0Learning & Event Technology Specialists act as Subject Matter Experts (SMEs) to participate or lead service, platform, or project teams.<\/p>\n

LETS owns and is responsible for several key services for the University, including webcasting, A\/V technical support and repair, and consulting and design for classrooms, meeting, and event spaces that require A\/V technology.<\/p>\n

Learning & Event Technology Services has its own hotline for classrooms, (617) 353-3227, and may also be reached via the classrooms@bu.edu<\/a> e-mail address.\u00a0 The LETS walk-up location, which dedicated to classroom support, is located at 725 Commonwealth Avenue<\/a>, room B05.<\/p>\n

 <\/p>\n

Communication, Knowledge, and Community<\/strong><\/span><\/h3>\n

Assistant Director:<\/strong> Frank Furnari<\/h4>\n

Communication, Knowledge, and Community (CKC) serves as a resource for all of IS&T in a variety of areas, including crafting documentation, driving communication strategies about IT services, providing and coordinating IS&T’s training offerings<\/a>, and administering our online training platform, Terrier eDev<\/a>.<\/p>\n

<\/h4>\n","protected":false},"excerpt":{"rendered":"

Technology Experience & Community is IS&T\u2019s primary client-facing department, and consists of five teams all dedicated to providing Best-in-Class support for the BU Community, focusing on a culture of service. …<\/p>\n","protected":false},"author":1303,"featured_media":0,"parent":81039,"menu_order":4,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/81070"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/1303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=81070"}],"version-history":[{"count":51,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/81070\/revisions"}],"predecessor-version":[{"id":156281,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/81070\/revisions\/156281"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/81039"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=81070"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}