ITS Standard Operating Procedure for Requests

Events and online meetings on campus are an everyday occurrence. As a result, due to staffing levels, ITS is limited in the support that can be provided. ITS installs, configures, tests and repairs technology across campus. ITS assumes the technology equipment is working properly unless notified otherwise. 

Users are responsible for the success of their events. This includes use of technology. Users should be comfortable with starting, operating, and shutting down any technology they use for an event. Users should test technology before events and notify ITS of any problems in a timely manner. ITS does not provide event support “just in case” something goes wrong. In addition, ITS does not provide onsite support to operate AV technology for events. If a problem arises with IT equipment, users should contact the ITS Service Desk at (678) 839-6587 or servicedesk@westga.edu. The Service Desk will try to resolve the situation remotely and will assign a technician to respond if necessary. Customers should test room technology early to provide appropriate response and repair time if needed.

Event Support that includes equipment from ITS will follow a similar position.  If temporary equipment is set up by ITS, the user is still responsible for ensuring the technology is operating as requested and they are comfortable using it. ITS provides technical training upon advanced request. Users can request IT equipment and technical training by contacting the ITS Service Desk at (678) 839-6587 or servicedesk@westga.edu.

ITS Leadership may grant exceptions to this standard operating procedure. Requesters will need to submit an exception request at least 10 business days prior to the event by contacting the service desk. ITS leadership will respond to exception requests with an email. If the exception request is approved, the customer may receive a follow up consultation request to determine/confirm event or online meeting needs. 

Training on how to operate AV hardware is provided by ITS. Users can contact the ITS Service Desk at (678) 839-6587 or servicedesk@westga.edu.

Training for Faculty on implementing best practices as they integrate technology into both in-person and online classrooms is provided by The Institute for Faculty Excellence. For consultations on innovative teaching with technology, contact the Institute for Faculty Excellence at (678) 839-5289 or IFE@westga.edu.

Currently there are no additional training options for uses other than those identified above. Students, Faculty, and Staff are encouraged to search the internet for the many resources on AV usage specific to the equipment they plan to use. Practicing with a rooms AV system days before an event is a best practice that everyone should use.