College of Engineering Transition to DSP
Computing Services and the College of Engineering (COE) have partnered to focus on opportunities to enhance day-to-day work experiences by removing duplicative services and creating capacity for specialized support where needed.
COE is transitioning from IT support through the ECE Information Technology Services department to Computing Services Desktop Support Program (DSP) for those interested.
Approach
DSP provides computer administration or deployment options for departments that do not have desktop administration staff. A broad range of essential desktop support services is available through flexible plans and add-on options. Initially, Bring Your Own Device (BYOD) support will be offered with a desk-side support service option for those who want or need it.
This option allows Computing Services to use existing DSP options to meet service delivery expectations for the COE and enable us to engage units in a shorter timeline, with fewer required personnel and less complexity.
Timeline*
Phase 1: Planning and Outreach
(August - November)
- ECE ITS and DSP collaborate with the department on onboarding activities.
- DSP begins providing BYOD service, including unlimited remote support.
- ECE ITS assists with desk-side support as needed.
Phase 2: Implementation
(October - December)
- DSP begins providing dedicated desk-side support when staffing is complete.
- ECE ITS and Computing Services collaborate on the transition of data and other services.
Phase 3: Support
(January 2023)
- DSP provides all related desktop support services to the COE.
- ECE ITS completes the hand-off with documented edge cases or service gaps.
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*Subject to change as the project progresses.
Transition Details
Biomedical Engineering (BME)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
Civil and Environmental Engineering (CEE)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
CIT Dean's Office (CITD)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
CyLab
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
Engineering and Public Policy (EPP)
Integrated Innovation Institute (III)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
Materials Science and Engineering (MSE)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
Mechanical Engineering (MechE)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
Parallel Data Lab (PDL)
Scott Institute for Energy Innovation (SIEI)
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
TechSpark
Status
Complete
Support Option
- Basic onboarding and unlimited remote support.
- Device maintenance, administration, and troubleshooting.
- Dedicated Customer Success Specialist for extended assistance.
Contact DSP for Support
dsp@andrew.cmu.edu
412-268-4357 (HELP)
Monday - Friday
8:30 a.m. - 5:00 p.m.
FAQs
Who should I contact for help?
Continue to contact ECE ITS with any support questions until your move. As we define the transition plans with your department, we will continue communicating to keep you informed and address your questions and concerns.
After your move to the DSP, contact us at dsp@andrew.cmu.edu or 412-268-4357 (HELP).
When is DSP support available?
DSP support is available Monday through Friday from 8 a.m. to 5 p.m. Dedicated office hours will be scheduled per department.
What is the response time for support?
Common issues are investigated and often resolved within 24 hours.
What if my request is urgent and I can't do my work?
These issues are prioritized. Please mention work stoppage or urgent in your ticket or phone call.
What are your hardware recommendations?
We have a list of recommended devices and peripherals, including Apple and Windows laptops, desktops, and the Windows Surface laptop.
Who is providing my support?
A team of DSP consultants is available to support you. Customers receive basic onboarding support and unlimited remote support. We also provide device maintenance, administration, and troubleshooting.
Customers with a Dedicated Customer Success Specialist will receive extended assistance. Please keep in mind this is a pre-determined number of hours annually.
What other support is available?
The Computing Services website offers how-to documentation for the services we support. You’ll find information to get you started with Zoom, Google Mail, connecting to Wi-Fi, and more! Search our website for answers to your tech questions.
If you can't find an answer on our website, contact the Computing Services Help Center at it-help@cmu.edu or call 412-268-4357 (HELP). Telephone and email support are available. Visit the support page for hours.