The Office of Technology Services (OTS) Campus Services team is focused on student success by promoting classroom innovation, standardization, and technology services that are identified by our customers and the measurement of those services, as well as exceptional customer support and system-wide purchasing to reduce costs and increase efficiencies.
The campus organizational structure includes an Executive Director/Director and a User Services Manager at most locations and Center Coordinators, when appropriate. The Executive Director/Director reports to the CIO on strategic matters and the AVC of Campus Services on tactical matters. The campus OTS department is further organized by areas of support like: Desktop Support, A/V Support and Business Services.
The Campus Services team responsibilities include, but are not limited to:
- Develop policies and procedures for campus operations
- Establish enterprise-wide hardware standards
- Conduct an annual refresh of computer equipment
- Provide computer classroom and open lab support to faculty, staff and students
- Provide A/V support
- Track support capacity (PC to Tech Ration, PC to Student Headcount, IT Funding per Student, IT Funding per Square Footage)
Service Level Agreements
OTS uses service level agreements (SLAs) to manage customer expectations, measure performance and improve communications. SLAs exist for all mission-critical systems and key services provided by OTS.
OTS standardizes technology equipment system-wide for a number of important reasons. First, it reduces costs. OTS leverages Lone Star College's size during contract negotiations when buying large quantities of computers and other resources, resulting in substantial savings to the organization. Standardization also reduces internal support costs by reducing the number of different systems in use. Second, standardization ensures faculty, staff and students have access to the same high-quality equipment at all Lone Star College locations. And last, standardization allows Lone Star College to plan and budget for the periodic replacement of end-of-life equipment in a systemic manner. OTS replaces hardware according to the following replacement cycle:
- Desktop computers (every 4.5 years)
- Laptops (every 3.5 years)
- A/V equipment and printers are replaced as needed
Standard Operating Procedures
OTS uses standard operating procedures (SOPs) to provide direction, improve communications, reduce training time and ensure consistent delivery of services at Lone Star College. The OTS Leadership Team is responsible for the development and updating of SOPs, as well as their enforcement. All SOPs are published to the Employee Intranet and staff is expected to regularly review them.