Followings are the evaluation aspects in the IT Services Satisfaction Survey
Services Provided by ITSO to Staff
| General Support |
Professional advice and assistance for the use of IT services. [Services include: ITSO Website and AI Assistant, Service Desk] |
| IT Training |
Delivers training workshops and seminars to keep the University community informed about technology trends and ICT services. [Services include: IT Training Programs (Administrative, Cybersecurity, HPC, Generative AI)] |
| Productivity and Collaboration |
Tools that support your daily computing and collaborative needs in your studies, research and office work. [Services include: Email and Calendar, Foxit PDF Editor, Generative AI Tools, Microsoft 365, MS Teams, Personal File Storage, Personal Homepage, Survey Tool] |
| Communications |
Central telephone and fax services, mailing list as well as to search for a person's contact or location of a place. [Services include: Mass Communications, Online Meeting (Zoom, MS Teams), Path Advisor, Telephone and Fax, Telephone web portal (Deltapath), University Communications Directory] |
| Network and Connectivity |
Provisioning of wired and wireless network connectivity to the internet. [Services include: Remote Access (VPN), Wi-Fi, Wired Connection] |
| Software and Applications |
Availability, distribution and licenses of software / applications needs for research, teaching and office work. [Services include: Coordinated Purchases, Software Download Area] |
| Infrastructure Services |
Provide connectivity to central servers for services catering departmental or workplace needs. [Services include: API Gateway and API Portal, Departmental File Storage, Virtual Server, Web Hosting] |
| Cybersecurity |
Define policies and standards, provide tools as well as promote cybersecurity awareness to safeguard University's digital assets and IT infrastructure. [Services include: Anti-Virus (Endpoint Protection), Microsoft Purview Information Protection (MIP), Multi-Factor Authentication (MFA), Nessus Vulnerability Scan, Phishing Email Awareness, Security Incident Handling, Web Application Health Check] |
| Support for Teaching & Learning |
Enterprise applications for teaching and learning services. [Services include: Attendance Taking System, Canvas, Multiple Choice Marking System, Virtual Desktop Infrastructure for Teaching] |
| Support for Academic Research |
Provide powerful tool for academic research. [Services include: High Performance Computing (HPC4, SuperPOD)] |
| 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 HKUST smart campus to facilitate accessing campus facilities and proof of identity. [Services include: e-Identity (HKUST QR Code), Smart Door Access] |
| Administrative Systems |
Provide tools to support administrative tasks for staff. [Services include: AI-Chatbot, e-Form portal, Enterprise Content Management (ECM), Epayment System, e-PDR, eTendering and eQuotation, HKUST Staff Mobile App, Leave System, Payroll System, QlikSense Dashboard, Student Helper Engagement System, Student Information System] |
Services Provided by ITSO to Student
| General Support |
Professional advice and assistance for the use of IT services. [Services include: ITSO Website and AI Assistant, Service Desk] |
| IT Training |
Delivers training workshops and seminars to keep the University community informed about technology trends and ICT services. [Services include: IT Training Programs (Administrative, Cybersecurity, HPC, Generative AI)] |
| Productivity and Collaboration |
Tools that support your daily computing and collaborative needs in your studies, research and office work. [Services include: Email and Calendar, Foxit PDF Editor, Generative AI Tools, Microsoft 365, MS Teams, Personal File Storage, Personal Homepage, Survey Tool] |
| Communications |
Search for a person's contact or location of a place. [Services include: Path Advisor, University Communications Directory] |
| Network and Connectivity |
Provisioning of wired and wireless network connectivity to the internet. [Services include: Remote Access (VPN), Wi-Fi, Wired Connection] |
| Cybersecurity |
Define policies and standards, provide tools as well as promote cybersecurity awareness to safeguard University's digital assets and IT infrastructure. [Services include: Anti-Virus (Endpoint Protection), Multi-Factor Authentication (MFA), Security Incident Handling] |
| Support for Teaching & Learning |
Enterprise applications for teaching and learning services. [Services include: Attendance Taking System, Canvas, Computer Barns, HKUST Student Mobile App, Multi-function Printers and Print Budget System, Study Carrels, Virtual Barns] |
| Support for Academic Research |
Provide powerful tool for academic research. [Services include: High Performance Computing (HPC4, SuperPOD)] |
| Smart Campus |
Development of HKUST smart campus to facilitate accessing campus facilities and proof of identity. [Services include: e-Identity (HKUST QR Code), Smart Air Conditioner and Laundry Control System, Smart Door Access] |
| Support for Academic Records |
Enterprise applications for academic records management services. [Services include: Class Enrollment System, Credit Transfer System, Student Information System] |
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. |