IT Services Satisfaction Survey

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.