Module 5 - Information Services & Technology
Information Services & Technology strives to provide cost-effective, efficient, and reliable access to cutting-edge technology services that advance the mission of West Chester University. We provide a core Information Technology infrastructure, including hardware, software, and facilities, that are secure, resilient, and adaptable to meet the current and future needs of the WCU community. We take a proactive and collaborative approach to deliver innovative and sustainable technologies that support and enhance University operations through efficient and effective online tools and processes. Information Services & Technology provides support to the entire University in the following major functional areas: Educational Technologies and User Services, Training and Support, Communications and Networking, Technical Support Services, Project Management, and Information Security.
Service Catalog
For new employees at West Chester University, the IS&T Service Catalog is a helpful starting point for navigating the university’s technology landscape. It serves as a centralized, easy-to-use guide that outlines the tools, systems, and support available to help you get up and running in your role. Access the Service Catalog for information on the following:
- Account Setup and Access
- Phone and Network
- Email Configuration and Alerts
- Equipment Standards and Purchases
- Instructional Technologies
- IT Accessibility
- IT Security and Privacy
- Learning and Meeting Spaces
- New Student/Employee and Alumni Resources
- Software Applications and Tools
- Training and Development
- Video Production
IS&T Help Desk
The IS&T Help Desk is the central point of contact for all technology-related hardware, software, and system support such as Office 365, RamPortal and D2L for students, faculty, and staff at West Chester University. The IS&T Help Desk provides first-level customer support for students and employees in locations such as administrative offices, classrooms, residence halls, remote sites & satellite campuses and escalates incidents and requests to assigned teams when needed. The IS&T Help Desk is located in Anderson Hall 119.
You can request assistance by going to ServiceNow, emailing helpdesk@wcupa.edu, or calling 610-436-3350.
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ServiceNow Ticketing System and Virtual Agent
IS&T uses ServiceNow to track work orders and provide optimal customer service. ServiceNow provides an intuitive interface enabling users to request help, submit questions, order technology, and check the status of their inquiries without directly contacting the Help Desk.
Users will log in to ServiceNow and submit a form with the required fields to create an incident ticket, ensuring key details are captured for technical staff. You can check the status of your ServiceNow incident by logging into the portal. The ServiceNow Portal page displays ‘My Incidents’ and ‘My Requested Items’ widgets. Click the link to access the item.
NOW Mobile App
The NOW Mobile App is a great way to browse services and submit incidents to the Help Desk. The NOW Mobile App is a culmination of ServiceNow support tools and workflows that make your interactions with the Help Desk as seamless and convenient as possible.
Key benefits include:
- Submit and track your incidents with live updates from support agents
- Browse our list of services – Training, Equipment Lending, Software, etc.
- Interact with the Virtual Agent Chatbot to find answers to common questions
- Search for step-by-step instructions and self-service options
- View the latest notices from IS&T including the latest Phishing attempts
Get Started with just three steps:
- Download the Now Mobile App
- Enter ServiceNow Address: wcupaprod.service-now.com
- Login with your WCU credentials and start browsing our services!
Software Applications and Tools
D2L - Learning Management System
D2L is the learning management system used by West Chester University to support online education for faculty, staff, and students. Students can access course readings and materials, participate in discussions, submit assignments, take quizzes, and more in a user-friendly online environment.
Employees can log into D2L with their WCU username and password.
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Microsoft Office 365
Microsoft Office 365 is an Office productivity suite that includes tools such as Word, Excel, and PowerPoint on your computer, your mobile device, and online via web browser in the cloud. Office 365 includes a fully installed desktop application for Word, Excel, PowerPoint, OneNote, and other programs which can be installed across multiple devices, including PCs, Macs, Android tablets, Android phones, iPad, and iPhone, personal or University-owned.
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Google Workspace for Education
This is a collection of cloud computing, productivity and collaboration tools, software and products developed by Google. WCU IS&T has partnered with Google to bring their collection of applications to the university that will help enhance teaching, learning and research. Google Workspace allows you to:
- Create, edit, and share documents, spreadsheets, presentations, and forms in Google Drive
- Collaborate with your classmates and professors
- Use Drive as a secondary storage solution to Microsoft Office 365 & OneDrive, and supplement your personal and shared cloud storage
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Mersive Solstice "RamCast" (Students, Faculty & Staff)
RamCast allows users to wirelessly connect to WCU presentation systems in classrooms, conference rooms, and other meeting spaces. RamCast Website Download on iOS or Android.
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Navigate - Student Success
Navigate is a student success platform to serve as a central location for faculty, staff, and students to connect to services and resources across campus. The platform will be utilized to streamline student advising, course planning, class registration, monitoring degree progress, alerts, and student engagement through various forms of communication.
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RamPortal
RamPortal is the Student Information System. Students can access course schedules, advisor notes, official grades, and register for classes. Faculty and staff can access work schedules, class schedules, attendance, grade rosters, and student details.
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Panopto
Panopto is WCU's video management platform that allows students to record, upload, manage, and share videos in one convenient place. Panopto allows users to record videos on your desktop, in your browser, or with the Panopto app, upload videos created elsewhere, add videos to D2L courses, and share videos with instructors and classmates.
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RamCloud Virtual Desktop
RamCloud is the University’s Virtual Desktop Infrastructure (VDI) which allows us to securely deliver applications for faculty and students to learn and work from any location using any device whether university owned or personal. Students can find a variety of course-specific software such as SPSS or Mathmatica.
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Zoom Web Conferencing
Available to faculty, staff, and students, Zoom makes video and web conferencing frictionless. Zoom allows students to meet and collaborate with their instructors or each other on their desktop, in a web browser, or on a mobile device. Zoom also includes interactive features to enhance meetings, including a whiteboard, chat, polling, closed captioning, and much more.
Training and Development
Faculty and Staff Training (FAST) supports WCU students, faculty, and staff in becoming proficient in various applications. Sessions are designed to accommodate all levels of learning and allow users to build on acquired skills. Visit the website to view and register for upcoming in-person and virtual development opportunities.
LinkedIn Learning is an online educational platform that helps students, faculty, and staff discover and develop business, technology-related, and creative skills through expert-led videos designed for in-depth training and just-in-time microlearning. LinkedIn Learning can be accessed anytime, anywhere, from any desktop or mobile device.
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Keeping Yourself Safe
Cybersecurity Awareness
WCU prioritizes annual cybersecurity awareness training to help you recognize and respond to potential threats. Annual training will be emailed to you directly. Please watch for details in your inbox. Employees in need of a computer or a space to complete the module should contact the Faculty & Staff Training office (fast@wcupa.edu) for accommodations.
Information Security Awareness Programs are available for all employees (via D2L), and training is also available through KnowBe4 Security Platform.
DUO Multi-Factor Authentication
DUO Multi-Factor Authentication protects your digital identity from being compromised even if your password is exposed to bad actors.
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Proofpoint - WCU Spam Filtering System
Proofpoint protects against spam, malware, and virus threats. It is a cloud-based service designed to simplify email risk management, heighten email security, and improve cyber resilience. Proofpoint will provide a nightly notification email from West Chester University Spam & Virus Control, which will summarize quarantined messages. Known spam messages and suspicious emails will be held in quarantine until you block, permit, or release the email.
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PhishBowl
If you receive a suspicious email, you can visit The Phish Bowl to view a list of latest phishing attempts. If the email is posted, then the email has already been reported, and you can simply delete the email.
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