OnCourse SC

Service

OnCourse

Service Manager

Department

Contact

102 Maytum, 673-3894, Kevin Lane@fredonia.edu

Service Owner

Description

OnCourse is the Learning Management System for SUNY Fredonia. It provides a mission critical online system for access to course materials and a platform for online learning. OnCourse supplements the majority of face‐to‐face courses, provides various services, such as Advising groups and eReserves readings and acts as the virtual classroom for online.

System - This includes 24x7 up-time, system redundancy, back-ups, web services, archiving, purging, hardware and software maintenance and Disaster Recovery plans.

• Platform – This includes the design, configuration, settings defaults, components, integrations for the web-based software.

• Authentication and  Security Schema – A role-based access schema for faculty and students, access to enrolled courses and SAML authentication.

• Account and Data Loads – Regular loads of Courses, Instructors, Student Enrollments and Advising Groups from Banner.

• Training – Development and facilitation of faculty training courses. Ad hoc training based on individual requests.

• Incident Management – Access to assistance with incidents and problems.

Knowledgebase Materials – Documentation of current features and common practices available 24x7 via the web.

Service Users

• Students

• Faculty

• Staff

• Administrators

• Online Learning Coordinator

• Guests

User Services

Business Services

• Login

• See all courses, groups and resources under same account, regardless of multiple IDs

• Access current and upcoming courses, according to load schedule

• See current Advising group, whether Advisor or student, and multiple groups if more than one major or advising area (for professors)

• Email forwarded to @fredonia.edu email account

• Request assistance on system features and training on usage

• Request or seek written documentation

FACULTY – Requested Services

• Request advanced login for access to more advanced features

• Course migration training

• Course Copy and Migration training

• Regular training on course features (Intro, advanced, gradebook, assessment, special topics)

Technical Services

• Backups, upgrades and maintenance

• Data Loads

Requirements

Rates / Cost of Use

Getting Started

Users may login to the system via the following URL: https://oncourse.fredonia.edu/

Faculty may inquire with the Online Learning Office to access the training schedule.

Availability

The service is available 24x7 except for noted maintenance periods.

ITS Service Center Hours

• Semester Weekday Hours

• Monday – Thursday, 7am – 10pm

• Friday, 7am – 5pm

• Semester Weekend Hours

• Saturday, 12pm- 5pm (Student staffing only)

• Sunday, 12pm – 10pm (Student staffing only)

• Summer/Break Weekday Hours

• Monday – Friday, 8am - 4pm

Online Learning Office

• Semester Weekday Hours

• Monday – Friday, 8am - 4pm

• Semester Weekend Hours

• None

• Summer/Break Weekday Hours

• Monday – Friday, 8am - 4pm

LMS Administrators

• Semester Weekday Hours

• Monday – Friday, 8am - 4pm

• Semester Weekend Hours

• None

• Summer/Break Weekday Hours

• Monday – Friday, 8am - 4pm

Getting Help

ITS Service Center

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission – https://fredquest.fredonia.edu

• Walk In – W203 Thompson Hall

Online Learning Office

• Email - new email addresses need to be created for:

• OnCourse@fredonia.edu

• Phone - (716) 673-3649

• Ticket Submission

• For OnCourse - https://fredquest.fredonia.edu

• Walk In – 137 Reed Library

LMS Administrator(s)

• Email - ITS.ServiceCenter@fredonia.edu

• Ticket Submission – https://fredquest.fredonia.edu

• Internal Testing - Check with Services-Network and Infrastructure Services to determine if there are networking or login issues

SLA Notes

The LMS Policy will need to include SLA information.

What is not included:

• Content development

• Retrieving content outside of the service range

• Informal support

Business Procedures

Change Procedures

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Business Services

Description: Administering the LMS with back end user services for end users, including data loads, backups, system management, etc…. (We will clarify instead of finalizing on etc…)

Name: Send Communications on Service Degradations, Outages, Maintenance Windows to the News Listserv

Description:

1. Kevin Lane or designee will draft a message and send it to John and Tylor.

2. The ITS Service Center will then create a Google Doc draft and share with Kevin Lane and Steve Rieks for approval/review.

3. before sending out through the News listserv.

Name: Create Knowledge Base Materials for External facing KB for Faculty, Staff, and Students

Description:  

Name: Create Knowledge Base Materials for Internal KB for ITS

Description:  Document internal processes and business procedures, and post them in the selected KB for ITS use.  This can include information on when loads occur, how users are processed...

Name: Coordinating installation of maintenance packs, upgrades, and any necessary patches

Description:  Maintenance packs, upgrades, and patches will need to be installed during the lifecycle of OnCourse.

Name: Enter service requests to behind the Blackboard

Description:  When assistance is needed from Blackboard Open LMS, a service request ticket will be entered in Behind the Blackboard.

Name: Migrate Courses from ANGEL to OnCourse

Description: Requests can be made for migrating course content from ANGEL to OnCourse

Name: Support Mobile Application Setup to OnCourse through Moodle Mobile

Description: Users will need support setting up access to OnCourse through Moodle Mobile

Name: Service Requests for Faculty, Staff, and Students Not Being Able to Access Courses/OnCourse

Description: Faculty, Staff, and Students cannot login to OnCourse or access their courses. The ITS Service Center is contacted, and they advise the contact when accounts/courses typically load.  Then, a ticket is created and status is “assigned” and edtech (Chris needs to be added to edtech FQ group).

Name: Tier 1 Support for Faculty/Staff and Students

Description: Tier 1 support includes using knowledge base materials to help answer questions including:

1. 1. Helping students with login issues

   2. Determining if students are registered for courses in OnCourse

   3. Setting up time and test limitations (documentation required)

   4. Etc...

Name: Tier 2 Support for Faculty/Staff and Students

Description: Tier 2 support includes providing support to faculty/staff and students through:

• Configuring a course for use, etc...

Name: Training for ITS Service Center

Description: ITS Service Center staff will require training in order to provide tier 1 support.  Trainings will be scheduled during each Summer and Winter break period for the ITS Service Center to provide them with the skills needed to provide tier 1 support.

Name: Training for Faculty and Staff

Description: Faculty and Staff will require training on the use of OnCourse.

1. Date Last Modified