ConnectCarolina: Enterprise Resource Planning

Support of ConnectCarolina includes a range of technical support services to help users resolve specific problems with the components of the ConnectCarolina solution, including:

• Campus Community:
  • University Directory
  • FERPA and privacy settings
  • PID Management
• PeopleSoft
• ImageNow (document management)
• Undergraduate Admissions
  • Online application

ConnectCarolina support involves existing help operations as well as systems being developed specifically for the new environment.

Much as today, the first stop for help is the Help Desk (ITRC) which can be reached by calling 962-HELP or logging a Remedy Ticket through online help support (http://help.unc.edu/index.htm).

ITRC staff has been trained to handle many problems themselves; a number of experts on which ITRC can call will be available to handle other problems:

• Core Functional Analysts (ConnectCarolina stream leads who will return to their home office after the project ends)
• ConnectCarolina stream Business Analysts
• Technical Analysts
• Application Administration
• System Administration
• Database Administration

Activities currently in progress to ensure continued support of ConnectCarolina include:

• Knowledge transfer from our PeopleSoft consultants to UNC technical and support staff
• Detailing of support levels, processes and workflows
• Establishing Service Level Agreements (SLA) with functional offices
• Training the Undergraduate Admissions support staff on tools that will be used for support (ie: Remedy Client)

For more information, contact This e-mail address is being protected from spam bots, you need JavaScript enabled to view it , support manager.