Loma Linda University Information Systems

Helpdesk

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Video Production – Faculty Media Studio Support (self service)

Personnel

Beth Barber, Instructional Technologist, ebarber@llu.edu

Ted Walker, Video Conferencing Engineer, twalker@llu.edu

Service goals

  • Train faculty on use of the studio.
  • Assist when needed in the FMS for troubleshooting hardware and software.
  • Maintain Faculty Media Studio to ensure that it is ready for each scheduled appointment.

Service planning and review process

Semi-Annually Fall and Spring Quarters

  • Learning and Technology Committee Review Fall and Spring
  • Joint Officers and Deans

How to initiate service

Ways of initiating service:

Expected activities

  1. Open a service ticket.
  2. Follow-up per “Expected Service Levels” below.
  3. Reserve studio in the Events Management System.
  4. Schedule tutorial session.
  5. Prep the studio prior to scheduled session.

Expected service levels

PrioritySample IssueResponse TimeResolution Time
Required Tutorial Session 1-3 days One to two weeks
Normal Recording Session 1-3 days One to two weeks

Information Services A to Z

Information Systems values

  • Service with a smile
  • Reachable
  • Available resources
  • Organized system
  • Internal Communication
  • Equipment maintenance reliable
  • Product or service knowledge
  • Forward thinking
  • Listening well – understanding message
  • Can do attitude – Service oriented
  • Internal Collaboration
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