During the first months of 2014 the seventh UCISA Survey of Technology Enhanced Learning (TEL) for higher education was carried out by the . It offers a longitudinal perspective of TEL developments over a 13-year period within UK institutions.
The report on the 2014 Technology Enhanced Learning Survey has now been published, and together with 13 case studies, focusing on the current provision within universities and colleges, and the emerging and planned patterns of learning technology use across the higher education community. The Report was written by members of the Academic Support subgroup of UCISA’s Digital Skills Development Group.
University of York: Taking IT Support for a Vibrant University to a New Level
“One thing that set Bomgar apart from another popular solution that the other company wanted to charge extra to support anything other than Mac and Windows. Bomgar’s solution also includes Linux and mobile device support. We have several departments that use Linux technology, so having that capability was an important factor in our decision,” said Sarah Kennedy, IT Support Office Manager.
Read the case study here
Collaborative IT Support at the University of Reading
Since 2012 British Universities have been able to charge £9,000 (about $15,000) per year for tuition fees. I wrote last year, following the itSMF regional at the University of Exeter, that this charging policy shifts the relationship between undergraduates and institutions and further elevates students to ‘customers’ with buying power. Students have new expectations and demand higher standards of their Universities, including IT services.
This is sentiment echoed by Gordon Roberts, Customer Services and Communications Manager at the University of Reading, who I met with Joel Bomgar, CEO of the $50m enterprise remote support company that bears his name. Joel was in the UK to visit the EMEA office and talk with clients including the University of Reading (UoR) who have recently joined the ranks of around 8,000 other Bomgar customers.
Gordon stated his team were under increasing pressure to increase service levels: both to satisfy their staff and students but also manage external reputation. Bad vibes about support spread like wild fire amongst prospective IT savvy students.
Meeting the Changing Support Needs of the University Across Five Campuses and Internationally
The University for the Creative Arts (UCA) is a specialist university formed to foster a unique community for its students around subjects including fine art, digital media, journalism, animation, crafts, fashion and photography. UCA has five campuses and several annex sites across the South-East of England, including Chatham Historical Dockyards and Maidstone TV Studios.
Before using Bomgar, UCA found its IT team was facing challenges around remote support on both the business and technical sides. The biggest challenge was supporting an increasing number of staff working remotely and travelling internationally as part of the University’s recruitment and internationalisation strategies. Together with the growing number of different devices being used by staff connecting to the network, this placed new challenges on the University’s service desk and support teams when it came to dealing with requests.