Information Commons

Objectives:

The following list of Objectives summarizes those activities that must be performed to accomplish the mission of the Information Commons.

We will:

• Take a proactive approach in identifying and solving problems to better assist CUMC in its use of computer technologies.
• Provide current, accurate information concerning CUMC computing and networking activities to Faculty, Staff, and Students.
• Log all problems reported.
• Perform first-level problem determination.
• Provide problem resolution or bypass/recovery procedures when appropriate.
• Refer second-level problems and questions to designated IT groups.
• Monitor problems coming though the Information Commons to ensure that action has been taken.
• Provide reports on the types and volume of logged problems.
• Communicate availability status of supported resources to Faculty, Staff and Students through designated methods of communication in a timely manner.
• Assist Faculty, Staff and Students in administrative and academic tasks associated with Columbia University resources and services. (Examples: UNIs, disc space allocation, software distribution.)
• Maintain the level of technical expertise required to answer questions and solve first-level problems.
• Notify CUbhis groups of exceptional problem areas noted through high-volume client contacts.