IT Services Satisfaction Survey

Followings are the evaluation aspects in the IT Services Satisfaction Survey

Services Provided by ITSO to Staff and Faculty

General Support and IT Training	Professional advice, assistance and trainings provided for the use of IT services. [Services include: ITSO Website and AI Assistant, Service Desk, 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, Microsoft 365, Personal File Storage, Microsoft Teams, Survey Tool, Personal Homepage, Generative AI Tools]
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: Telephone and Fax, Telephone Web Portal (Deltapath), Online Meeting (Zoom, Microsoft Teams), University Communications Directory, Mass Communications, 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, 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 and API Portal]
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), Two-Factor Authentication (2FA), Azure Information Protection (AIP), Security Incident Handling, Phishing Email Awareness, Nessus Vulnerability Scan, Web Application Health Check]
Support for Teaching & Learning	Enterprise applications for teaching and learning services. [Services include: Canvas, Virtual Desktop Infrastructure for Teaching, Multiple Choice Marking System, Attendance Taking System]
Support for Academic Research	Provide powerful tool for academic research. [Services include: High Performance Computing (HPC3, 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 CWB campus facilities and proof of identity. [Services include: Smart Door Access, e-Identiy (HKUST QR Code)]

Administrative Systems

Provide tools to support administrative tasks for staff.

[Services include: HKUST Staff Mobile App, Leave System, Payroll System, e-PDR, eTendering and eQuotation, ePayment System, Student Information System, Student Helper Engagement System]

Services Provided by ITSO to Student

General Support and IT Training	Professional advice, assistance and trainings provided for the use of IT services. [Services include: ITSO Website and AI Assistant, Service Desk, 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, Microsoft 365, Personal File Storage, Microsoft Teams, Survey Tool, Personal Homepage, Generative AI Tools]
Communications	Search for a person's contact or location of a place. [Services include: University 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	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), Two-Factor Authentication (2FA), Security Incident Handling]
Support for Teaching & Learning	Enterprise applications for teaching and learning services. [Services include: Canvas, Computer Barns, Virtual Barns, Study Carrels, Multi-function Printers and Print Budget System, HKUST Student Mobile App, Attendance Taking System]
Support for Academic Research	Provide powerful tool for academic research. [Services include: High Performance Computing (HPC3, HPC4, SuperPOD)]
Smart Campus	Development of HKUST smart campus to facilitate accessing CWB campus facilities and proof of identity. [Services include: Smart Door Access, e-Identity (HKUST QR Code), Smart Air Conditioner and Laundry Control System]

Support for Academic Records

Enterprise applications for academic records management services.

[Services include: Class Enrollment System, Student Information System, Credit Transfer 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.