Followings are the evaluation aspects in the IT Services Satisfaction Survey
Services Provided by ITSC to Staff
| General Support and IT Training |
Professional advice, assistance and trainings provided on the use of IT services. [Services include: Chatbot, Service Desk, IT Training Programs] |
| Productivity and Collaboration |
Tools that support your daily computing and collaborative needs in study, research and office work. [Services include: Email and Calendar, Personal File Ftorage, MS Teams, Survey Tool, Personal Homepage, Generative AI (ChatGPT)] |
| Communications |
Central telephone and fax service, mailing lists as well as to search for a person's contact or where a place is. [Services include: Telephone and Fax, Video Conferencing, Campus Communications Directory, Mass Communication, Path Advisor] |
| Network and Connectivity |
Provisioning of wired and wireless network connectivity to the internet [Services include: Wired Connection, Wi-Fi, Remote Access (VPN)] |
| Software and Applications |
Availability, distribution and licenses of software / applications needs for research, teaching and office work. [Services include: Software Download Area, Loan Software Media, Coordinated Purchases] |
| Infrastructure Services |
Provide connectivity to central servers for services catering departmental or workplace needs. [Services include: Departmental File Storage, Virtual Server, Web Hosting, API Gateway & API Portal] |
| Cybersecurity |
Defined policies, standards, awareness and tools available for the campus community to safeguard University's computing resources and data [Services include: 2FA (DUO/Microsoft Authenticator), Single Sign-On, AIP (Azure Information Protection), Anti-virus Software, VPN, Training] |
| Support for Teaching & Learning |
Enterprise applications and services for teaching and learning. [Services include: Canvas, Remote Teaching, Virtual Desktops Infrastructure for Teaching, Personal Response System (iPRS), Multiple Choice Marking System] |
| Support for Academic Research |
Provide powerful tool for academic research. [Services include: High Performance Computing, Research & Education Network] |
| Classroom Support Facilities |
Development in digital audio/visual technologies to provide opportunities for innovative in-class teaching and learning experiences. [Services include: Classroom A/V and Computing Support, Mic4Me] |
| Smart Campus |
Development of e-identity to facilitate accessing CWB campus facilities and proof of identity. [Services include: Smart Door, HKUST QR Code] |
Services Provided by ITSC to Student
| General Support and IT Training |
Professional advice, assistance and trainings provided on the use of IT services. [Services include: Chatbot, Service Desk, IT Training Programs] |
| Productivity and Collaboration |
Tools that support your daily computing and collaborative needs in study and research. [Services include: Email and Calendar, Personal File Storage, MS Teams, Survey Tool, Software Download Area, Personal Homepage, Generative AI (ChatGPT)] |
| Communications |
Search for a person’s contact or where a place is. [Services include: Campus Communications Directory, Path Advisor] |
| Network and Connectivity |
Provisioning of wired and wireless network connectivity to the internet. [Services include: Wired Connection, Wi-Fi, Remote Access (VPN)] |
| Cybersecurity |
Defined policies, standards, awareness and tools available for the campus community to safeguard University's computing resources and data. [Services include: 2FA (DUO/Microsoft Authenticator), Single Sign-On, Anti-virus Software, VPN, Reporting of Security incident] |
| Support for Teaching & Learning |
Enterprise applications and services for teaching and learning. [Services include: Canvas, Remote Teaching, Computer Barns, Virtual Barns, Satellite Printers, Personal Response System (iPRS)] |
| Support for Academic Research |
Provide powerful tool for academic research. [Services include: High Performance Computing, Research & Education Network] |
| Smart Campus |
Development of e-identity to facilitate accessing CWB campus facilities and proof of identity. [Services include: Smart Door, HKUST QR Code] |
Overall Delivery
| Support Availability | includes resources, coverage, ease in contacting and reliability. |
| Support Responsiveness | includes communication skills, courtesy, attitude, timeliness, and follow-up. |
| Support Expertise | includes business knowledge, competence, innovativeness, problem resolution, and knowledge of all services and contacts. |
| Impact on Your Work | the ability to assist you in meeting your mission. |
| System Quality | includes the reliability, dependability, uptime and overall quality. |
| System Performance | includes speed, responsiveness, and turnaround time. |
| System Functionality | includes business alignment, ease of use, look and feel, and information security of the service. |