To enhance our technical support of the Western Carolina University community, the Division of Information Technology is implementing SMS (Server Management System) technology on Windows-based desktop computers across campus.
This system will enhance IT Services' (ITS) ability to update and troubleshoot desktop computers remotely. SMS currently does not support the Macintosh platform. We are investigating options to provide this type of support for Macintosh users.
As specified in University Policy 67 (http://www.wcu.edu/chancellor/index/universitypolicy/policy67.html ), IT staff will only access PCs and files to address specific problems. Software updates will be “pushed out” to individual PCs without the user having to be present.
SMS will allow the Help Desk staff to look at a user's PC and files while working with users over the phone to troubleshoot problems. This will only be done with the user's permission. The result will be quicker software updates and problem resolution because IT Computer Consultants will have fewer on-site visits to schedule.
If you have questions about the technology or process, please contact the ITS Help Desk at 227-7487. If you have questions about the policy or its implementation, contact Bil Stahl, Interim CIO, at 227-7482 or stahl@email.wcu.edu . |
