New Tech Support Services at Brandman

Starting on Monday, December 13, 2010, the Brandman IT Service Desk will be available by calling 949-341-9801 or toll-free 855-553-3007 or by emailing BUServiceDesk@brandman.edu.  There will also be a link on MyWindow to LiveTime, the new service desk software where you can enter your own issues, and track them to see what progress has been made.  That link is http://brandman.livetime.com/.  Use your normal Brandman username and password to log in.  There is context-sensitive help and a tutorial to follow to help you with this system.

SCHEDULE:

Brandman IT Service Desk Hours of Operation:  (all times Pacific Time Zone)

Sunday                                11:00 a.m. to 8:00 p.m.

Monday – Thursday         8:00 a.m. to 9:00 p.m.

Friday                                  8:00 a.m. to 7:00 p.m.

Saturday                             10:00 a.m. to 7:00 p.m.

Student One Stop Hours of Operation

Monday – Thursday         8:00 a.m. to 6:00 p.m.

Friday                                  8:00 a.m. to 5:00 p.m.

Blackboard Support Hours of Operation

Monday – Friday               8:00 a.m. to 5:00 p.m.

For calls outside of these times, you can call and leave a message with your name, phone number, and the best time to call, and a Service Desk Technician will return your call as soon as possible or at your convenience. 

You can also email your request and a service request will be automatically generated and a Service Desk Technician will contact you as soon as possible.

Who to Call

The following matrix is designed to help direct you to the correct resource for assistance.  But don’t worry, if you don’t know who to call, just call the Brandman IT Service Desk and we will direct you to the right person.

Problem	- - - - - - - - - - Tier 0 and Tier 1 by Customer Type - - - - - - - - - - - - - - -
	Student	Faculty	Staff
Log-in problem/Password	OneStop or BU Service Desk	OneStop or BU Service Desk	BU Service Desk
Account Management	OneStop or BU Service Desk	OneStop or BU Service Desk	BU Service Desk
BiTech	N/A	N/A	BU Service Desk
Cyborg	N/A	N/A	BU Service Desk
Blackboard Login/Access	BU Service Desk	BU Service Desk	N/A
Blackboard Navigation/Content	BU Blackboard Support	BU Blackboard Support	N/A
eCollege	BU Blackboard Support	BU Blackboard Support	eCollege
Wimba	BU Service Desk	BU Service Desk	BU Service Desk
WebAdvisor	OneStop	One Stop or BU Service Desk	BU Service Desk
DataTel	N/A	BU Service Desk	BU Service Desk
Informer	BU Service Desk	BU Service Desk	BU Service Desk
ImageNow	BU Service Desk	BU Service Desk	BU Service Desk
Email Problems	BU Service Desk	BU Service Desk	BU Service Desk
MyWindow	BU Service Desk	BU Service Desk	BU Service Desk
Computer Equipment	BU Service Desk	BU Service Desk	BU Service Desk
Desktop software issue	N/A	BU Service Desk	BU Service Desk
Network Connectivity	BU Service Desk	BU Service Desk	BU Service Desk
Website	BU Service Desk	BU Service Desk	BU Service Desk
Copiers	Local Campus Admin	Local Campus Admin	BU Service Desk
Telephone issue	BU Service Desk	BU Service Desk	BU Service Desk
Portable Electronics*	BU Service Desk	BU Service Desk	BU Service Desk
Facility Issue	Local Campus Admin	Local Campus Admin	Local Campus Admin
Security/Safety Issue	Local Campus Admin	Local Campus Admin	Local Campus Admin
Fire/Emergency Medical	911	911	911
Student Registration	OneStop	OneStop	N/A
Student Academic	OneStop	OneStop	N/A
BU Service Desk	from 949 area code	949-341-9801
BUServicedesk@brandman.edu	from Irvine campus	x4001
	from outside 949 area code	855-553-3007 (toll free)
Student One Stop		877-770-8111 (toll free)
OneStop@brandman.edu
BU Blackboard Support	Students	866-696-2999 (toll free)
Bbsupport@brandman.edu	Faculty:
	Education/Wimba	949-341-9877
	Arts & Sciences	949-341-9869
	Bus & Prof Studies	949-341-9846
	Nursing/Health Prof	949-341-9847
* Portable Electronics	While we cannot provide direct support for smart phones, smart pads, etc., we can provide connection information for receiving Brandman email on your portable device.

Hone Your Online Design &Teaching Skills

Through December 17, Blackboard is recruiting volunteer evaluators for its annual Exemplary Course Program awards. Participation is a great way to:

Learn course design best practices to improve the engagement, collaboration, 

    assessment and learner support within your own courses

Develop a fresh perspective by seeing how other instructors and designers from

    your discipline or area of interest are developing their courses

Apply lessons learned from the Exemplary Course Rubric to your own courses

    or those you are helping to develop

Receive detailed feedback on your own course development on the best

    practices you are employing or areas in which it can be improved

Gain professional development experience and recognition for your

    accomplishments and participation in the program

For additional information see: http://www.blackboard.com/Communities/Exemplary-Courses.aspx

New- Instructions for making student groups in BB

Have you thought about putting your students into groups for projects and other activities? Step-by-step instructions now available in the BB tab.

New- Student instructions for accessing Wimba now available

Thinking about using Wimba for an office hour or suynchronous meeting of some sort and dread having to figure out how to instruct your studnets on how to access it? Fear no more. Check out the Wimba tab in the iRC site for a new document (Accessing Wimba Classroom) that provides step-by-step instructions with screen shots.

Cengage text user? Check out this opportunity

Wadsworth Cengage Learning is eager to hear your feedback on a new online reader, CourseReader. We’d like to invite you to participate in a short $25 honorarium-based demo to review this project if you are currently using any Cengage text.

CourseReader provides you with the flexibility to choose secondary sources from a database of over 300 sources, both printed and audio/video – many coming from Gale’s extensive databases.  Each document source includes essay questions to help your students think critically about the readings.

Plus, as a special thank you, we’re extending a Spring Term 2011 free trial of CourseReader to our customers who’d like to provide their students with additional tools, flexibility, and cost savings in their learning materials.

To set up your review, please confirm the following information:

• Are you currently using a Cengage text?  
• Course Number/Name
• Are you still teaching or planning to teach this course again in Spring 2011?
• Preferred Date and Time of Review beginning the week of 11-15-10
• Phone Number

If you are interested, contact Barb Bower (barbara@contemporarysolutions.com)

at Wadsworth Cengage Learning

Important Wimba Tip: Don't Connect through VPN!

Many of you autumatically log into the Chapman VPN when you sit down at your computer to do Brandman work. That works great for accessing Brandman email, MyWindows, etc., but creates barriers when connecting with Wimba. The same thing applies with any VPN you may customarily use.

So make a note to yourself to log out of any VPN you might be connected to before sitting down to a Wimba session. You will see a world of difference in the performance!

Faculty Tip: Save yourself time!

From Lynn Larsen, School of Education at Moreno Valley:

Instructors can avoid some mountains of email by having an “ask the professor” discussion board where students can post questions about assignments, etc.  That way you’re answering the question once instead of 10 times.  I have found it to be effective – both online and blended.

If your course doesn't already have a discussion board created for this, feel free to add one. If you want assistance or need to learn how to do this, contact your affiliated School's Blackboard support team member (See "Contact Blackboard Support" under the Blackboard tab in the iRC page).