UITS User Survey

This text file includes responses to the following question of the UITS survey:

If you have any comments about UITS services, including recommendations for additional services or support resources, as well as any complaints, critiques, or compliments that you would like to share, please enter them below.
The responses are listed by respondent case number. Case numbers, in which the respondent did not leave any text, are not included.

Identifying references have been removed from this document and replaced with “[IRD].” Responses are grouped by sample: Faculty, Staff, Undergraduate students, and Graduate students.

Faculty responses:

Bring back PRISM.
Provide greater, free, access to Adobe products, photo shop, pdf software tools etc.
Being a night hospitalist with IU, I just wish you had in-house help for when issues with Cerner occur, versus having to call, wait for a call back and then wait another 30-45mins for someone to drive from Methodist to North at night. It's a slow process, and I honestly don't feel right about having someone drive late at night for a computer issue.
The USB policy is extremely frustrating. I would like the full use of them back.
I hate that IU uses so many forms of communication for physicians. My personal cell phone is junked up with a bunch if apps for work, but work does not pay for a portion if my cell phone. Duo authentication, Diagnotes, zoom, teams etc. Why do I have meetings on zoom and teams? Pick one!
IT is always quick to help me solve problems.
I think UITS does a good job. I rarely have technical issues and when I do, I get help right away from the IT office on our campus--they are always friendly and fast, easy to access. On evenings and weekends when I have called for UITS help via chat or phone helpdesk, it has been less helpful and less reliable, mostly because it seems the service is staffed by students(?) who are not well prepared to help with satellite campuses. I have rarely been successful with calling after hours for help.

I think there must be a better way to impress upon us the importance of paying attention to phishing, etc. than the random fake phishing emails I've rec'd. These are not only annoying, but at times are so subtle that they seem more like a "gotcha" than educational. I have reported what I suspected as something that needed to be reported, only to receive a fairly blunt email that I really didn't need to report it(?), and I've also had the experience of missing one of these "fake" test phishing emails because we really do have the department stated, there is incredibly subtle identifiers to pick up on to know it's supposed to be phishing, etc. I once had to change my log in passphrase due to one of these annoying "gotcha" emails. I consider myself pretty good at catching scam emails--these random tests just waste my time the way they are currently done.
Great work!!
I have a new "Teams" phone but have no idea how to use it. So I never touch it.

I work out of the basement lecture room in the dental school but the computer and projector continue to have issues down there.
The instructional emails sent out monthly are written with jargon that is not understandable by the non- IT population. The messages are therefore not communicated when people do not fully understand what is being explained.
I think the communication with the local IT folks seems good and UITS responds promptly. I like also that approved software is allowed to be installed.
Wanted to add that while my desktop is from 2018, I have a 2023 laptop and there are newer desktops in the lab that are not being used, so I could have access to newer tech, but inertia has kept me from using it.


Would like to have access to IT services that help new instructors learn how to build courses in Canvas and utilize the resources available through IU at the Fort Wayne campus. Feel like we don't get much support.
Not having administrative privileges on my computers so that I can install updates and plug-ins for existing software is very tiresome, especially when I am traveling and cannot get UITS help. A work around for this would be nice.
Institutional Analytics is critical to the success of our strategic plan goals. We are counting on this service to be accessible and responsive when we have need for data to inform our planning and assess our progress. At present there is very little clarity about how to access these resources, and the projected timelines for project completion are unsettlingly long. The staff are great, but capacity needs to significantly expand to meet our needs.
My classroom has a projector that I use daily that is 20yrs old. Why can’t we upgrade it? It’s difficult to use and is not very bright. I also need a document projector for my demonstrations.
Technicians from UITS have always been prompt in answering my tickets/questions.
I think UITS, in general, is more interested in safeguarding equipment or computing environment rather than focusing on usability or flexibility. You can safeguard all you want by failing our university mission - learning, exploring, experimenting, etc. The lack of flexibility in UITS policy hindered me so much that now I don't use my office computer for my research. I am sure UITS's job will be easier if people don't bother using IU computing resources. Nice work.
The University should not dictate what computer an individual is able to purchase. Some users might need a Mac, some might want an HP, some a Dell. The University should not dictate what computer would work best for an individual's specific needs. It is fine to offer deals or discounts on a specific brand (i.e. Dell) that the University has made a deal with, but this should only be offered to University employees as a way to save money or get a good deal, it should not be dictated that the individual user has to purchase a Dell. Logging in for the first time after receiving your computer back from IT it should be clearly communicated that you have to be physically connected by cord to the internet while you log in, otherwise the user will not do this and it creates lots of frustration not being able to log in.
If the Wi-Fi coverage and connection stability could be even better, we will really appreciate a lot.
UITS is a nefarious amoeba gradually engulfing the university regardless of whether the office or service belongs in IT or not. The senseless grab for power and influence needs to be curbed. But the tech support they provide is okay.
The technology in room BS3009 is not easy to us in switching from "Computer" as the source of presentation to the room monitors to "Document Camera" as the source of presentation to the room monitors. Many times the device gets "confused" and locks-up. On the other hand, the equivalent technology in room BS2007 is very easy to use. Obviously the devices are different. Room BS3009 needs attention.
Make it easier to use the IT services.


Microsoft teams system for video conferencing is still not as high quality as zoom and more cumbersome to us. Less professional and sometimes has glitches. Similarly Microsoft teams for phone service lacks some features that we used to have previously. I would suggest we keep offering zoom given the quality of the meetings and functions are much more useful and provide a more professional setting for IU business connections to industry, business, non-profit and university partners.
I was very disappointed when UITS dropped supporting CN. Just in general, for someone like me who has limited tech savvy, it's difficult to have technologies come and go as quickly as it seems they have.
I probably don't have to tell you what the rumor mill is like esp. regarding CANVAS, Teams, and Zoom. You all may not be able to nip all misinformation in the bud, but UITS would go a long way to reassuring faculty if you made clear how long is left on the contacts for CANVAS and Zoom.

I want to state for the record that a shift from Zoom to Teams (video conferencing) would have a detrimental impact on student learning. The glitches in Teams are notorious. Faculty and Staff may persevere--you can't count on our student body doing so. PLEASE, PLEASE, PLEASE retain Zoom. I know of NO tech people who like Teams. And if your peeps don't like it, lord save the rest of us.
[Having phones removed without clear instructions how to make Teams phones work was not fun.] It may or may not be your domain, but I gather after years of faculty being blamed for problems with
DMAI, the consensus of administrators is now that it's not a good platform. DUH. There is going to a
long road ahead for faculty to believe the next platform is anything other than a choice of some executive assistant associate vice chancellor--rather than something that faculty will want.

Bottom line, I have had good experiences with UITS consultants--who earn their pay. AND UITS needs to work on communicating to faculty explicitly (not buried in a long message) news about contracts with Canvas and Teams--with specific dates as well as the chance to weigh in if IU is considering changing one of those platforms.
Support services for classroom technology was ultimately helpful but rude when I didn't realize I could call versus email/use chat feature. They came to the classroom to help but in a way rebuked me for not calling. I was a first time adjunct and no one had ever walked me through the technology in the classroom. I would recommend a tutorial (even a recording) for how to best use and troubleshoot the in- class technology - especially because it is different in nearly each classroom I have taught in at IUI's campus.
Chat support is terrible. Did not even try to understand my problem, gave me a generic off-topic reply, and closed my case immediately after.

HPC is great!
I appreciate UITS is available to assist my students.
Thank you to the IT folks for being there when I need them.


The technology i.e. computers, speakers cameras and projectors are outdated and problematic. Along with Canvas and Kaltura being cludgy.
I have too many problems with the Kaltura recordings such as no audio.
It seems the computers update on some schedule and that resets the audio and video settings.
Also the techs who come to the rooms aren’t knowledgeable or experienced enough to deal with these issues.
Past experiences include a burnt out projector bulb which took months to replace. And no audio at all in the room and took two techs to fix and lost 30 min of class time. These were both in same room. Fesler Hall room 315.
Thanks.
Keep up the good work! A satisfied customer.
The technology in many classrooms in MedSci and other IUSM buildings really needs to be updated; it's like 2005 in some of those rooms. However, I don't believe that is a UITS issue, rather an IUSM $$ issue, but I still want to mention it here since some questions specifically asked about it.
In person support at IUI academic hospitals not extremely helpful.
Currently there is a mix of IU and IU Health computers in a particular work area/clinical space. It would be great to make them all the same, which will allow for finding the appropriate IT support easier
Regarding Top Hat, I have some coworkers who really like this for taking attendance. In the fall I am required to do two peer teaching observations. For Fall 2022 when I did these peer teaching observations, both teachers used Top Hat for attendance. I found it interesting that the number of students I counted in attendance was off by 2 or 3 each time with the Top Hat count meaning, the
kids have found a way to "CHEAT" with TopHat. Personally, I call roll with Canvas. This works way for accurately for classes under size 80. However, the Canvas attendance feature is kind of crappy in that you can't click anywhere and see which days a certain student missed. All you can see is the percentage for attendance. I'd really like for someone to work on the Canvas Attendance feature and make it more usable. There needs to be a way you could click on a student's name and it would tell you exactly which days they missed and not just a percentage of missed days. Hope that makes sense....
I am generally satisfied by the area I always struggle with and continue to have issues to hooking up to IU printers.
The biggest challenge with UITS is one the survey doesn't address which is the problems users face when UITS decides to replace a technology. Faculty and Staff should play a vital role--via faculty/staff surveys rather than underrepresentation on a tiny committee/focus group--in what technology shifts get approved.

It seems as if UITS finds a technology their team/s prefer, gets a committee to rubber stamp that choice, then imposes/promotes that new tech to staff/faculty and students.

The students, faculty and staff who routinely use the technologies should have more voice in what stays, what expands, and what goes. Moreover, IUI constituents are not blind to budget constraints if a tool/platform raises their prices. Tell us, so we understand why a superior tech gets retired and replaced with a more cumbersome one while other complicated/not user friendly platforms stay.

Show that you value faculty, staff, and student voices by bringing us all into these conversations in open
forums and through surveys--surveys that are about what students, staff, and faculty want to say rather than what UITS wants to know.


The folks at IU Bloomington that answer the Canvas help line are great!!!
Most of my interactions with UITS are with Bloomington folks over issues/questions with Canvas. Canvas changes things every now and then, and sometimes not for the better! The help with these issues has always been great.
Sometimes we experienced problems with IU super computers but status.iu.edu showed everything was normal. And we did not know when the super computers went back to normal and had to check frequently.
UITS telephone helpline is always outstanding. 24/7 whenever I call, I get the help I need. My deep appreciation for the managers, trainers, and actual helpline workers for the many times they have solved very knotty problems for me.
[IRD] and [IRD] have challenges on the IUFW campus and they are always willing to help with the complicated issues we sometimes face here on this campus. They are an amazing team.
MS Teams has often crashed my computer.
I typically get answers for computer/IT issues from my local computer center staff in my School.
The monitors in the tiered classroom on the 2nd floor of the business school rarely work. They're vital to supporting the way I conduct class, but they are unreliable.
I never know where to go when I need help. I feel like most times, I get redirected. It needs to be a one stop shop. Why isn't there one number, website, something, where we can go for all needs. Not, oh, you called the wrong place, that goes through TechSelect, or whatever.
And if I want something installed on my computer, I feel like it is more work than it needs to be. I actually just learn to live without the software most of the time rather than deal with the hassle.

Last, when I have an IT issue in a classroom, it is usually urgent and critical to my class, and I feel like the person responding often seems fairly content to say, sorry, we'll fix it later, when it can have major consequences for my ability to conduct class. To me, they should be trying to resolve it immediately or put me in another classroom. Or at least have some kind of sense of urgency!
My experience with UITS services is that, in many instances, the segmented and compartmentalized 'specialization' or expertise of a given associate means that invariably I have difficulty connecting with someone who has knowledge, ability, or access to resolve an issue.

Frequently I am referred to, or told to contact, another UITS unit, or must wait on another UITS specialist to contact me. I find it difficult to get reliable and timely help because the first call or first contact does not have adequate training, adequate knowledge, or adequate access to resolve my problem. I understand that this process likely weeds out or possibly resolves a large number of issues. But in instances where referrals are necessary I have often found that the process is difficult and lengthy and does not always result in resolution.
No additional comments. Extremely satisfied with the service UITS Service and Staff provides.
UITS services are excellent.


There are many functionalities in MacOS. Unfortunately, UITS security blocks many of these useful features, which is annoying.
I'm new to IU and I only teach one online class, so most of my responses were "do not use / do not know".

That being said, one of the things I found incredibly frustrating is the use of Microsoft Outlook for my IU mail. This system was trash in the 1990s and it's still trash now. Gmail uses web based browsers and so should IU. The attachments I send to students might actually go through.

I feel UITS does a great job- I am not sure if there might be a way to better get information about trainings and such out so they do not get lost in emails. Possibly use Canvas sites to allow for a brief message about upcoming trainings?
Thank you!
Finding the correct page for a topic on kb.iu.edu can be challenging by searching, but it's not clear if or how this can be improved. I'll continue to try services such as in-person help and the chatbox and see if this helps.
We don't have phones anymore; is there a way to talk to students without using one's personal phone or using zoom?
Even simple tasks like phone calls and voicemail are unnecessarily complicated.
DO NOT TAKE AWAY ZOOM -- PLEASE!!! It has features for teaching on line that are just easy and work. Students are comfortable on it, it doesn't take much computing power to use and the features are good for education. MS Teams may be good for meetings, but PLEASE do not ask us to use it for teaching online.
Also, Hypothesis and GoReact fill a curriculum-driven chasm that Canvas and other provided resources do not for effective online teaching. I plead with you to make them available at no cost for all classes.
I will take accountability for some of my dissatisfaction, my job is extremely email heavy so the information is probably available, I am sure I skip over things I probably shouldn't, however, I do know how to search and find things. I don't have many IT issues.
Through this survey, I noticed that there are many resources I did not know. It would be nice if you could inform wide range of people what kind of services you offer effectively.
Thank you, no.
UITS really needs to think about implementing face to face interactions more (vs hiding behind cryptic "help" emails) as these can frequently mitigate user frustrations and actually solve problems more quickly than the other options.
I am not an IT person and many of the names given to things are not self defining, so it is best to treat all of us as not knowledgeable in this area.


SOS IT has been my primary interaction with IT issues. They are a fantastic resource and are always extremely helpful
I have been very satisfied with the service of the UITS representatives in my building although there have been several times when they were aware of problems with AV equipment and had recommended replacement/upgrades, but their requests were denied. It's not clear how decisions are made on when projection equipment in classrooms or conference rooms should be replaced.

WiFi access in my office is spotty and can interfere with Zoom presentations. It is embarrassing that the Health Information and Technology Sciences building has such problems with internet connectivity and outdated projection equipment.

The REDCap support is excellent! They always provide clear explanations and suggestions on how to create projects that function the way how need them to work.

The move to Microsoft Teams and One Drive should have been done better with more information sessions and how-to videos. I felt that we each had to figure it out ourselves and that most people could be using these tools more efficiently, but they don't have the time to learn what is possible or how to implement it.
Thank you for helping us to our students better.
If I email help desk, the majority of the time I am directed to a KB article and it seems they haven't read my message (where I note what I have already done/tried).
Overall UITS is great. Question about wifi networks: UITS provides Wi-Fi network access via Eduroam and IU Secure, but I thought IU Secure was supposed to disappear three years ago. Is it still around and will it continue to be around long into the future? Should we be using IU Secure or Eduroam when on campus?
Canvas email is not easy to navigate for instructors and students.


The lack of connection between the eDossier and digital measures made me waste a lot of time and increased my anxiety impacting my wellbeing. I was told that I needed to include everything on digital measures so that it would be capture on my eDossier- it was not the case. I had to redo everything. The folders did not populate with digital measures content.
Chrome river causes more problems than it solves. I just don't know how else to say it. I couldn't get paid for mileage driving to the airport- it would show 0 and it wouldn't move and when my support staff were trying to figure it out, they got the same problem, so I just said never mind- this system is so bad that I choose to not get reimbursed because everything takes a LOT of time and most of the time I have to redo it because the system is bad and little by little, I didn't get over $250 reimbursed this year. It's not OK. When you import authorized trips it doesn't let you report adequately your expenses- like I couldn't get reimbursed for Lyft rides because it went over what I thought it would be... You make informed guesses but you don't know if that's the actual amount when you get there- it's just ridiculous. More money lost. Then I never received training on this thing, and it's not user friendly but my terrible financial officer would ask me to redo it (when the system doesn't allow you to and ask me to separate taxes- come on! it's a bit too much, no? Should I continue? I was not allow to buy Atlas-Ti (lifetime license) even though I had the money because that's not what IU uses and because it is too expensive- well, I ended paying more for NVivo licenses over time (before it became free) and NVivo is not as good as Atlas-Ti. that's the truth. The laptop that my school gave me had problems and one day it just deleted half of my files. This was before I had set up a one drive... so I lost a lot of info and work. They couldn't fix it. Soon after I bought two laptops for research but it seems that they were on sale or something because they came defective. they would not restart or they would freeze from time to time. Problems with the monitor, etc. They still work but you learn to work around the glitches... It shouldn't be that way. I finally got a very good laptop which is not working great and I don't have the time to set it up as it should be because I'm just too busy... I've experienced many problems with Teams- I dislike teams, it freezes, and it doesn't sync well... I don't have teams folders show up in my folder system- so ugh... not good at all. A lot of problems after updates, with Microsoft, with adobe, and with zoom, now every time that I open zoom, my screen freezes and says that I need administrator password... then it unfreezes and then I have to close everything and start again... IT is just too much hassle... and there is always one more problem or it all works until there is a new glitch... you should help us, your work and mission should be to support our success, but most of the time I feel that I am working despite the problems all these glitches create. I don't have time, I don't sleep enough, so I don't have time for you to take my laptop for a day, or for a couple of hours... it's not ok. This shouldn't be this hard
Special shout-out to [IRD] the Canvas support staff member, who is consistently knowledgeable and helpful, and has rescued me from numerous problems where Canvas settings are unclear or confusing.

In the classroom (CA at IUI), it is not clear who to contact if we have problems with computers or projectors. Phone numbers need to be made clearly available.
UITS representatives have always been incredibly helpful and patient.

Staff responses:

1. UITS should provide free training sessions for the staff members about the awareness of the computing, network, and web resources available on the campus. How do we make use of it for the project?
2. UITS should provide free access to the cloud resources for testing their project prototypes.
3. UITS should provide more materials to improve the technical knowledge of the staff members all over the campus.
I often feel that UITS initiatives are concocted in secret and only revealed when they are a done deal, having held no consultation with stakeholders. As a result, more often than not, changes that affect my working environment affect it negatively.
More on-site assistance should be available. Although most people are able to understand online assistance or through calls, there are times that face to face is so important, especially in such instances as a large conference with equipment failures, for people that just don't understand IT troubleshooting, etc. Even if it is screen sharing that could show exactly what is meant, it would be helpful.
Great job!
I liked having a team of support specialists in our department. Now that we don't have them, I realize how lucky we were to have our own team when we did.
Is there a way for Teams chat to be outside of the Teams platform? It's very frustrating to be working on something and then getting taken out of it because you have to respond to a chat.
It would be nice if our IT Pro communicated with us on things that are pertinent. They are mostly non- existent in our work lives unless a computer is broken. They are not at all proactive or helpful on initiatives. All they do is fix broken things.
Also, it seems that more and more system access is being removed from people who retire from IU. The benefits of retiring from IU are fewer, making retention and staying with IU longer less appealing. If there were more tech benefits, it could be helpful in keeping people.
I would love to know how to bring in other applications and software to an enterprise level. I struggle with grant-based constraints for solutions while trying to maintain regulatory compliances. While other groups may get some type of software apps implemented, they seem to be a silo'd ventures that could greatly be utilized on a broader, institutional scale.
[IRD] and [IRD] are awesome! They are so helpful and personable and deserve recognition!
I greatly appreciate how accessible support is through UITS and feel like there are probably many resources and tools that I am just not aware of. Thank you for all you do!
As a professional at IUI, my experience with UITS could be better. A digital display project left over from COVID-19 was restarted in my position and movement on the project was extremely slow. It's improved with more dedicated staff assigned to our department but communication is still poor on the digital display project.


Overall, I feel that UITS does a very good job with coordinating and supporting the University's information technology needs. Keep up the great work!
Teams is awful and so glitchy and I hate it. Lol.
I have always had good experience with UITS.
I would love to have a desk phone back, as well as intra-campus phone numbers so I don't have to dial the entire number every time I want to call someone.
Happy with experiences thus far since beginning in March of 2023.
I would like to say that [IRD] at the Business School is always very helpful. He is willing to help and will try and find out the answer if he does not know it. He is a huge asset around here.
The UITS staff I have interacted with have all been knowledgeable and friendly.
I understand why this is, but I find it extremely frustrating that I must wait on UITS to put software on my machine. Not only do I have to have the conversation about why I need certain software, but then I also have to plead and wait for someone to put it there. Not terribly speedy. Gotta admit it is a slight improvement from what it WAS but still frustrating.
Very good services! I have been a student at IU Bloomington and UITS has always been considerate and helpful. I know work at IU and I use a lot of IU technology in my research.
Zoom requires frequent updates to work, but I cannot perform these updates on my own. It's frustrating to have to bring in my laptop quarterly and reach out to IT in order to be able to work from home effectively, just to update one app I could've updated on my own.
For the most part, I have no issues.
Teams- sometimes we have issues with calling.
ED Roam- I can rarely get to work in parts of the hospital, I frequently have to use IUH guest for wifi in parts of the building. and if I move areas of the building, I usually have to log into wifi again or find a different WIFI that works.
Most recent IT help was from [IRD] and [IRD] was very responsive. My laptop is still under warranty so the delays come from Dell.
There are times things don't work well, but for the most part it is fine.
I am never sure where to go to find my campus IT support number. I suggest sending out an email with a detailed description of what webpage holds this information and who to call for specific IT problems.

Once I have found the number, I always get great support from the IT technicians. They are always very knowledgeable on any problem I have come to them with and are enthusiastic when talking.
The tech team at IU McKinney is AMAZING! They are always fast to help and very knowledgeable.


The thing that has been most difficult this year, is in Outlook, being able to add IUH email addresses to IU list serv's. Over the last two years I have had countless issues with this and no one seems to know how to fix it.
[IRD] in IT is great in pediatrics. [IRD] is always kind no matter how stupid my questions are.
Everyone that I have worked with regarding UITS requests have been WONDERFUL!! I'm always confident I'm going to get the help I need. Super friendly and easy to work with!
I prefer ZOOM to Teams for meetings, break-out sessions, etc. UITS help desk is very useful and they have been able to solve all kinds of problems when I go in person. Sometimes it feels like changes are made for example elimination of Box, SharePoint, etc. where you get worried about too much in a new program as it may be discontinued.
My department's use of Microsoft Teams/365/OneDrive or even Google Drives which we pay for is completely inefficient and ineffective. What's changed since the transition to Teams is that we now have files saved (because that's all most people use the platforms for) in four places (network drives, Google, Teams, personal files) instead of three. It's not part of my job responsibilities, but I have tried to learn as much as I can about how we could use Teams to manage our operations, do our work, be more efficient, etc.by attending UITS' (and other) Teams webinars, but the resources provided are all focused on the mechanics of the program (how to set up a Team, what's a channel, how to use Chat, etc.). My department (and surely other departments) need assistance in how to effectively USE Teams as a group. We need somebody to come meet with us to understand what our unit does and help us see how Teams could work for us. Of course, then it would be up to my director to care about any of it, which is a long shot. Regardless, I feel like the resources for using Teams to enhance unit operations are 100% missing among all the great resources that UITS provides.
The only real thing I am dissatisfied with is MT calls. It CONSTANTLY stops working right in the middle of call, about 40% of the time. I have to restart my computer each time to get it to work again. And it's not just MT calls that stops working when this happens. It's MT completely. Not loving MT in general.
Like having our UITS personnel in our department. I feel more confident in sharing my computing issues with a person I know and see on a regular basis.
Teams is here to stay I know, but generally it reveals the many flaws of Microsoft products across the board. None of them really work and the UI is not that nice. But alas, that is life, la la. :)
A special shout out to [IRD] and [IRD] for always being available to us! We appreciate you both so much!
It's a great disappointment to lose human contact and use email. There are lag times when having issues with the computer software that you can't seem to get someone sooner rather than later. When there is a response there is a LOT of emails back and forth.
Looking forward to the projection plugin via USB-C to technology in group rooms and classrooms. This will be a great upgrade to having to log in to the computers in the rooms.
[IRD] has been an excellent resource and a huge help to me in troubleshooting issues remotely.
The IT folks here in the law school are the bee's knees and I wouldn't want to trade them for the world. Give them all raises and candy.


Customer service is lacking, especially when there is an urgency. Dealing with IT, to resolve issues, is almost always a very frustrating process. It typically takes several different phone calls, over several hours, and there doesn't seem to be any sense of urgency from UITS help.
Have received great help when incurring Teams issues.
I can't stand that there is a push to use Microsoft Teams. For my specific role, Zoom works so much better. Also, Office 365 is clunky and doesn't have all the features that desktop apps have, so I find this component frustrating and limiting.
[IRD] is our dedicated IT Guru, and [IRD] is absolutely fantastic! Easy to find on-site, very attentive and knowledgeable, and always closes the loop on issues.
[IRD] is also fantastic to work with, for the same reasons. I feel extremely fortunate and supported here at Goodman Hall, technologically.
Recommend adding a web page contact to the bottom of each IU page. This would allow users to assist web page owners with erroneous and/or outdated information.

Maybe the KB could employ AI in the future for an easier search and resolution.
When using Teams Videoconferencing, the audio is not in sync with using the Bluetooth through my hearing aids and the visual part of the videoconferencing. There is a delay which is quite distracting. I much prefer using Zoom for meetings. I hope Zoom will continue to be available at IU until Teams improves in this area.
I work for IU but have an office within an IU Health building. Anytime I have a computer issue, I have to jump through an insane of hoops to get IU IT and IUH IT to fix the issue, with each side's default response being that the other side has to fix the issue. This is infuriating and unacceptable. The partnership between IU and IUH IT departments needs to be improved; we rely on technology and delayed responses can have bigger ramifications that can negatively impact patient care.
I was formerly housed in Showers and the connections there were horrible, since moving to the CIB they are much better.
The staff in the IT department are kind, professional and prompt with their responses. They are a great team at IU School of Medicine!!
Overall, IU IT Dept. does a good job. Thank You. I heard rumors that IU might not renew its contract with Zoom. Please keep Zoom. We use it all the time for our online events and it works really well for us and our remote attendees.
I appreciate the Knowledge Base very much! I wish our local IT professionals were more professional (DUE tech support in Indy) and service-focused. It seems like I'm bothering them every time I need their help. Also I'm very unhappy with having to give up a desktop in my office and move to laptop only with a docking station.


I haven't had to put in a lot of tickets but I do know someone that does and sometimes things get closed before they're actually solved so she has to make multiple tickets for the same thing. I have not run into this issue, but like I said I have not had many. The ones I have had were solved and both times we've had to move computers/set up for printers in new locations [IRD] has done a great job! [IRD] is also always really helpful.
As IUGB prepares to go for CAP accreditation, an eQMS will increasingly become paramount. There's no way other departments wouldn't also benefit from one central place to store SOPs, training, and CAPAs. We have various siloed tools not intended for this that we patch together to make a Franken- eQMS but that will only get us so far and we still heavily rely on paper. :)
Wifi connections occasionally disconnects despite in area with good access.
IU Knowledge Base is often difficult for the non-IT user to leverage. Click by click instructions are needed.
Teams is glitchy, especially with the phone. Sometimes I'll have calls dropped for no reason. It can get frustrating.
The Affiliate system/management needs to include a way to see if any individual has an Affiliate account, who requested it, when it expires, etc. Not being able to find this information is frustrating and causes unnecessary repetition, making IU seem unprofessional and like we don't know what we're doing.
UITS is always super kind and very willing to help.
I work on the [IRD] at IU university hospital and I feel like there is some disconnect between the two IT support services that needs to be addressed. Since I work under the university umbrella but at a IU health facility I feel like the computer system does not work well together. I mostly use IU health computers for patient care but it is hard when it comes to accessing my IU resources which forces me to find an IU computer and keep the two separate. I would also like to know more things IU has to offer for more education in the computer science. There have been many advancements in technology since I first started but no training on how to use them. There are so many new applications surrounding UITS that I would like to be more proficient in technology and learn more about the new software tools mentioned in this survey. I would also like to know if there are any classes or certifications available as well.
The services are generally good. I know its difficult to get folk in but hopefully Tier 2 can get some people to help them since depending on the incident it can take weeks to get an initial response. I'm sure they are backed up so hopefully IU can find the money to get them additional help.
When needing a basic software downloaded on a computer, for example office software, it takes forever to ask for administrator permission, access and have them do the download.
It takes forever getting anything networked or tasks completed due to administrative permissions restricting access.
My UITS Tech select staff have been wonderful and very responsive!
The frequent changes to preferred data/files storage platforms (such as Box, One Drive, Teams) has
been frustrating and extremely time consuming. Some of our files are massive and the migration to new platform didn't go well and resulted in lost data.


The Pediatrics IT team is fantastic at helping and solving problems. However, I used to be able to put a help desk ticket in and they would contact me within an hour or so. Now it sometimes takes a day or longer to have an issue resolved. I believe this has to do with a restructuring of their department that took place a couple of years ago. Would like a quicker turnaround if possible.
I work with HTS. While our love our local support assistance ([IRD]), the ones that work in general for HTS are not as helpful. I have great support with even those before [IRD] - they are more attentive than those who are part of a general team. It would be great to allow units to have a decentralized support model or a dedicated resource that is known to them.
When implementing university wide initiatives like teams, make sure that departments that will need to get new phones are prepared in advance if they will not be compatible with the new technology.
For the MMGE department, it is very confusing on who to submit IT requests to. We have ithelp@iu.edu, we have Open Project IT Tickets, we have a department IT person who is responsible for 100 different things, but he is only one person.
I just learned that we no longer send tickets to oncore@iupui.edu, but we have to make a ticket in Open Project. (but no one announced it)
Who do we send tickets to for problems with Microsoft Teams?
I am just very confused and not satisfied with the communication of the IT department for MMGE. But I also know that they are extremely over worked. So I don't know what can be done about it.
No comments at this time.
Who supports the creation of custom AI models in UITS. Who can do the hosting for that work?
I would really like it if there was a webpage that lists any and all services available to schools. Many times we need services outside of the normal support teams and I haven't been able to locate any information on services available.
I appreciate the help I receive from the IT folks. I mostly operate under IHTS, but we rely on knowledge base a good deal. My only major road block recently has been the use of recurring MS Teams meetings set up directly in MS Teams app. After some time the meetings seem to break and I can no longer update staff by adding/ removing participants. This is frustrating and no one has been able to solve this issue that started happening in June 2023.
The HPC systems have been tied up recently with 400+ jobs requiring 16GB, which is causing a delay in my analysis. Please prioritize jobs not only by the memory requested but by number of jobs submitted for a more fair queueing system.
Not every learner learns well online. As UITS upgrades programs, introduces new products and features, it would be ideal to offer mini classes prior to the release of a new program.

All employees need appropriate access to training and resources.
UITS support for assisting with our department website to be user friendly providing an intranet option to support our leaders we provide service to.


Going through this survey, I realize you do a lot of things very well and have improved in areas such as data handling tool and SSSP Tool. For SSSP, the checklist as to what programs are allowed and which ones need to be vetted is wonderful and is such an improvement as to when I was first introduced to it. Keep up the good work. Getting Eduroam to work on a Mac might need further explanation. I've had problems with installing in the past. You do offer a video and thanks so much for that. One thing that might could help would be to state for each login, is it looking for the admin password or the user password. I haven't looked at the video lately and I might be mistaken but that is one area that might be of improvement. It would also help those who might not know Macs as well. I'm not well-versed mac expert by any means of the imagination. Sometimes I cringe to even put in a ticket to UITS Tier2 because I'm wondering if it's going to take weeks before they get back with us.
Admittedly, sometimes it is quick but sometimes you have to wait quite a long time. I suspect that is due to lack of employees to handle the amount of jobs coming in. I know they are doing their best with what they have and that is to be honored.
My office moved into the Bryce building several months ago, and it's very difficult to work from there. Most of the docking stations don't work properly so finding a spot where I can get my mouse, keyboard, monitor, and headset all to work is difficult.
There are times when all I need would be a quick yes or no to answer a question yet our IT people now must insist that we always submit a ticket, which requires we must wait this is extremely frustrating!!!!!
I've had great experiences in-person with UITS support staff. Email communication is often hit-or-miss
[IRD]'s support to the Dean's Suite is amazing!
I work at the Wells Center and the IT members that assist us are absolutely wonderful and I have nothing bad to say about them. My only critique is that we admins often need assistance with presentations and IT is often late to assist us or sometimes doesn't show up.
I would have preferred a satisfied response option - somewhat and extremely were either too low or too high for some of these questions but somewhat would've been too low. So, results in my opinion are likely skewed.
The printer and scanner in RT380 works like half of the time and that's the only issue I've ever had with IT.
Issues are resolved promptly.
[IRD] is amazing!!!!
[IRD] is an excellent resource. [IRD] responds quickly and has the knowledge to solve most tech issues with minimal down time. Grateful to have [IRD] supporting IUSM!
Since our department switched to Teams for phone calls we have had a lot of problems. We discovered that the default setting for our whole unit was not for calls to go to voicemail so we had to advise everyone to change their settings so clients could leave messages. There have been several times when calls don't ring in on our computers and we have had to have [IRD] tweak the settings to get it to work again. It has just been very unreliable and inconvenient.
The survey is too long.


1. I would love if IU made available an enterprise instance of 1Password for faculty/staff, allowing secure storage of not only departmental passwords/resources/license keys, but also encouraging good password habits for personal/family use with the included Family subscription that is part of the enterprise license.
2. With passkeys becoming the hopeful replacement for passwords, information regarding passkeys and whether they may become part of IU's login (and the challenges that come with implementing them in our environment) would be great discussion.
They need to have faxing services for everyone at libraries.
The IT person assigned to FSPH ([IRD]) has always been responsive, polite and helpful. I think I would have very different feelings about IT support at IU if we did not have a person assigned in our offices.
I find our IT support unreliable at times. I have had an issue for over a week and keep being told by the individual who is supposed to help me keeps putting me off. The issue is urgent and has caused issues for my team. I don't find that to be customer-centric. It's frustrating not to be able to get the help/answers you need.
I have not been able to use my desk phone since we switched to team. I have sensitive conversations with students and the only way I can talk with them is through my laptop.
I am content with everything that’s going on within your department.
We have received excellent help from [IRD] and [IRD] in supporting our IT needs over the past 3 years. They are professional and knowledgeable and very helpful.
I realize that this is a trivial issue, but you did ask. Perhaps consider changing the music that plays while you are on hold for UITS. I LOVE Bohemian Rhapsody. Don't get me wrong. It's great.
However, knowing I'm going to be on hold for a long period of time due to how busy UITS always is, and the fact that if I am having computer issues and resorting to call UITS for help, that means I'm already on my last nerve. This particular option with its built-in musical tension does not seem to be the best choice for the circumstance. I'd think a more relaxing tune might better serve the population since it's played on a loop. Just something to consider.
The UITS services I use are excellent. I am somewhat dissatisfied with the new phone system. Often calls get cut off.
Thanks.
You guys have been great!
Phones are sketchy.
Make it so only one system authentication is needed for Duo. I have to go through the 2-factor in order to get into my system user (once should be enough) and then do it again to authenticate into my email, timecard, and anything else I want to access. If I'm already on my system user, it should know I'm me and not prompt me to authenticate again. OR, there should be separate authentication keys for all the different stuff - have people make separate passwords/usernames for Kuali, and for Outlook, and for whatever else. Long story short it don't stay logged in like it should and I'm tired of putting a code in my phone.
My experience with IT has always been met with a willingness to help me solve my problems. I believe that my computer is older therefore, it has minor problems that appears from time to time.

Undergraduate responses:

Some parts of the campus have really bad Wi-Fi 33 connection especially the Science Lab building.
The Wi-Fi is very on and off and I keep having to force it to connect on my phone
Sometimes the Wi-Fi is a bit spotty but I expect that from a school and sometimes they don’t know much about hooking smart TVs up to the Wi-Fi but overall it’s okay.
Faster assistance.
When I went, it felt as though no one knew the software of a MacBook. I feel as though it should be a requirement to understand at least a little of it if people on campus have them and may have issues with them.
I really like the technology center in the IT building.
I've mainly used the library help desk when I've had technology questions, and they've always been very helpful.
I went to the walk-in help center and was extremely satisfied by the help given to me by the desk staff in helping with my Duo account
At times, the Wifi on campus can sometimes jump in and out and takes a while to get connected again after losing it.
Personally, I think UITS services have been good so far and is pretty helpful during times of need.
The WIFI in the LD building is so hard to stay connected to.
I strongly suggest that IUTS hold a brief new student training session on what services and applications are available for incoming transfer students. I've had to figure a lot of stuff out on my own and wasn't given much information about it after I enrolled as a student.

Additionally, some tools are difficult to use, especially Zoom. One of my current course instructors instructed us to record a video on zoom and share the link to our class page. I spent way too much time trying to figure out how to get to IU's Zoom, and then even more time trying to figure out how to record, save to the Zoom cloud as my professor instructed, and then sharing it. It seems like the user interface could be much more user friendly.

eTextbooks are not too user friendly either, and glitch when you try to click the arrow too quickly to skip more than one page.

Students should also be able to attach any attachment to a message sent through Canvas inbox as well.
Notifications options for Canvas should be clearer as to what each notification entails. Some are unclear and vague.
To have, or to easily explain how to get client-side Microsoft programs, not just web-based services.
The WiFi can be spotty on certain spots on campus at IUI, specifically the Science Building and the Library.


The IT131 lab within the ICTC building is slated to become an 'e-sports lounge'. This is probably one of the saddest changes on campus as I see at least 15-20 students almost every single day who use this lounge for studying, group work, and various different projects. I understand the uses for an e-sports lounge but really would love to see this resource kept as it's without a doubt the most popular computer study lab on campus for a variety of students.
I have nothing to say UITS services do a good job.
There is room for improvement regarding iGPS. When searching for certain programs, they do not show up in the search bar.
I’m just impressed about the UITS services when there’s a possible treat in our cyber security last year that they immediately informed us about the problem & what they’re doing about it so we don’t have to worry. We didn’t have to hear it from the grapevine & avoiding getting negative news about it. I’m just glad that they’re proactive in protecting our personal security while we’re enrolled in campus. And I’m so happy that their IT staffs response right away whenever we reached out with our IT services concerns.
I really love using canvas. It is easy to use and has all the information I need.
Wifi could be better sometimes. Wifi may go out sometimes when in the library and other places.
I have been with IU for many years, and the improvement in self-help resources should be commended. One of the lasting concerns over the years has been with priorities and the urgency in which they are applied. Years will pass without any communication on a specific issue/policy when all of a sudden it becomes a top priority and departments are expected to fall in line within a very short time period. UITS rarely has the resources to provide adequate support to assist departments in such a short time, so I might suggest a more realistic approach to the changing priorities. Also, communication from many UITS departments has improved tremendously over the years, but due to the enormous size of UITS, many of the departments have a ways to go in providing adequate information in a universal and timely manner. Some incidents don't allow for this, but there are many times one UITS department isn't aware of another's changing policies/philosophy. If I were advising UITS management, continuing to improve internal communication among the many UITS departments would be a priority. Thank you for continuing to ask and for the efforts you provide.
I feel like there’s a lot of services that I just don’t know about but I don’t really know where to find out about them.
I cannot get my printer connected to the internet which is annoying because the security system needs the printers mac address to become connected to the campus wifi, however, our printer has a Bluetooth app and until you connect your device to the app (with use of wifi) you cannot see the devices mac address.
Their are times that the prints in certain areas have so much trouble letting us print. For example, the one in the Engineering building.
The wifi that blocks me from playing with others on my Nintendo switch. And the wifi has been spotty, sometimes failing in the social work/education building when I need it for notes, and sometimes failing in the Herron Eskenazi main building.
No complaints. All requests are handled promptly.


WiFi access outside of buildings on IUI campus (e.g. quads, stadiums, picnic tables, etc.).
WiFi on campus can be really spotty and slow in a lot of very common places. Maybe more consideration into how to improve this.
I can't stand the duo. With the Kaltura media, you need to be able to adjust the volume more. The video are somewhat difficult to hear
N/A have never had a problem.
I love working in the Idea Garden to do work, it's a very cool place!
Can we please reconsidering redistributing printers to other building that does have one from the ones that have too many already?
My biggest complaint is the printers. They are unreliable and there are so few of them that if you go at a bad time there 10 students in front of you trying to print. The quality is questionable and even if the printer messes up you lose print credits.
For the IGPS, I wish you could strike through or highlight classes and mark them off since not everyone can follow the laid-out IGPS map. The WIFI is spotty on campus sometimes.
All the resources are great, and I am very satisfied with their utilization. However, I'm having some problem with the Wi-Fi when I left one space to another one the campus. If you can fix it, that would be fine.
Audiobook option IU ebooks would be a nice addition in my opinion.
No complaints.
Impressed with UITS.
WiFi isn’t always dependable especially in certain buildings. But I can usually switch off if the secure to the guest wifi and it’s fine .
Asked for months for helping updating computer labs in Liberal Arts to Adobe 2023 and was constantly told no one had the authority to help me.
Sometimes instructions given are not clear to understand.
For the degree maps, I feel like you should be able to see how the classes at your campus could transfer to other IU campuses. It would be helpful to students who want to go transfer to another campus to see how a potential class would transfer over without having to contact the school.
Have a lot of technical issues printing at Herron on the WiFi and school computers.
They should create a page to teach students how to connect laptops to eduroam as many students struggle at the start of the year.
You did very well, please go on…
It’s a great resource!


Everything needs a massive user interface upgrade. Also it is horrible trying to get around any university websites. A well trained monkey has put together nicer looking systems. You'd also think that whoever designed the layout of the systems was paranoid that anyone might be able to find what they were looking for.
The wifi in the nursing building can be really spotty.
I wish the iGPS had prerequisites and corequisites on all classes not just some when scheduling and planning in iGPS.
The nursing school's wifi is unreliable at times. I wish that was better.
I have had nothing but good experiences.
I had an issue that I went in for, which I ended up being told was a hardware issue. I ended up fixing it via a software solution, however. I feel that if there is a hardware issue, if UITS had a hardware solution capability, that would be very convenient.
The push login is too stringent, I use brave browser and having to constantly give the thumbs up in verifying myself is tedious.
When creating next semesters schedule, I wish suggestions and recommended class lists would pop up as a means to assist/guide me, while simultaneously speeding the process.
The parking pass has to have glitches, because I bought a pass this semester that for some reason never populated and I was forced to abide to a ticket/fine that was totally unfair. I had no way to prove I bought the pass, which made the experience that much more frustrating.
The internet could be a little better.
My only concern is the internet speed, I understand when there are many users it slows down. If there is a way to prevent or decrease the slow speed, I think that would be helpful.
Very helpful
Overall good performance levels for each criteria.
I have none :)
I do not have additional comments at this time! :)
Sometimes in the basements of buildings the wifi tends to cut out.