As I indicated last week, we are making a number of changes to improve our customer service, including renaming our department: We’re now Information Technology Services (ITS). This is a more accurate description of our role in supporting and strengthening Drake’s exceptional learning environment. 

You will still work with us in the same way—this is just the next stop in the process of improvement that we began last year. For technical support issues, please continue to call the ITS Support Center/Help Desk at ext. 3001. For classroom emergencies, please call ext. 3002. 

Campus technicians will be staying in colleges/schools. Additionally, we are going to cross train technicians to ensure that colleges/schools have adequate coverage, even if their individual technician is out of the office, and we will be expanding service hours soon to provide extended coverage for classroom emergencies. 

 All of these changes are being implemented without increasing the ITS budget. If you have questions or concerns regarding the realignment, please feel free to contact me at ext. 2345, Assistant CITO, Campus Relations Jerome Hilscher at ext. 2415 or IT Project Manager Keren Fiorenza at ext. 2348. 

 I remain dedicated to continuing to improve ITS engagement and customer service. Please don’t hesitate to reach out to me or to any member of the ITS staff to let us know how we can better serve you and your area.

—Chris Gill, Chief Information Technology Officer