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SAP SUPPORT

The following support model has been created to support your work with SAP.  IT is providing extensive assistance for you, faculty members and students.  It will be important for you to report any problems and take advantage of the help provided.  Twelve senior personnel will be made available to assist you either in person (at the SAPCC described below, in your office, by phone or by e-mail).  Please see the details below.

Effective August 14^th, the PRISM and extended teams responsible for implementing SAP Student Life Cycle Management (SLCM) have established the following initiatives to provide enhanced support for the campus as this new fall semester nears.  The support model documented will stay in effect until further notice.

SAP Competency Center (SAPCC)

To provide the best support possible to the campus, we have opened the SAPCC located in Founder’s Hall 116.  The SAPCC will have over 12 senior personnel that have been critical in the implementation of SAP SLCM.  This staff will be dedicated to the SAPCC.  In addition to this staff, the remaining PRISM team which includes development, reporting staff, Registrar and many others are located adjacent to the SAPCC so access to other resources is a step away.  This will allow faculty, staff and students to communicate directly with personnel that are knowledgeable of SAP SLCM and are part of the implementation team.  The SAPCC will be open from 8:00 am until 6:30 pm Monday thru Thursday and 8:00 am thru 4:30 pm on Friday.  Support outside of this time period will revert back to the existing IT Service Center process(http://it.nku.edu/itsc/index.php ).  Below are the paths to engage the SAPCC for any issues related to SAP:

·         Visit FH116 in person – anyone can visit the SAPCC during the hours documented and receive direct attention to their issues.

·         Use chat tools to engage the SAPCC – use the following url http://it.nku.edu/mynku/ and click on the myNKU Help button to chat with the SAPCC during the documented hours of operation.  Note the button will show online during the operation hours of the SAPCC which indicates that chat sessions can be established.

·         Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it – anyone can send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it to engage the SAPCC and to start the resolution process.  A detailed description of the problem and contact information should be provided.  Follow up will happen both with email and phone support.

·         Phone support – simply dial the ITSC hotline (ext 6911) and select option “1” from the menu and during the hours of operation, you will be connected directly with the SAPCC.

·         As always, an infra service request can still be entered to request assistance.  Simply click on “request service” on url http://it.nku.edu/mynku/

·         Escalate any delays in responses or any other issues directly to Tim Ferguson at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or x7770.

College Liaisons

Another key initiative to provide rapid response to campus is the availability of point person for each college.  This PRISM team member will work directly with college management to escalate and collaborate on resolving issues quickly.  This mechanism should be used for meetings within the college to discuss issues,  escalations, review of a consolidated list of issues, request for training, etc.  For normal situations, please use the SAPCC processes described above.

The liaisons are listed below:

College of Arts and Sciences – Sarah Mann (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x7792)

College of Business – Meredith Brennan (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x7750)

College of Informatics – Angela Calhoun (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x1919)

College of Education and Human Services – Melissa Beldsoe (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x5803)

College of Health Professions – Melissa Bledsoe (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x5803)

Chase College of Law – Melissa Bledsoe (Email This e-mail address is being protected from spambots. You need JavaScript enabled to view it x5803)

To engage any of the liaisons directly, please email or call them directly.  They will work with the SAPCC and respond to your requests.

Student Support

It is recognized during the upcoming few weeks that students may need a higher level of support due to the change in student information systems.  In addition to the SAPCC (in which students can use the documented processes above), we have a couple of special initiatives that will provide them with avenues to get rapid response to their issues that are related to IT and the system itself.

·         Mobile IT/PRISM Help Desk – From 9:00 am to 3:00 pm August 24^th through August 28^th, IT/PRISM will have a mobile support center located in the University Center/Student Union Plaza

·         3^rd Floor lobby AC – from August 17^th through September 4^th (8:15 am – 6:00 pm M-R and 8:15 am to 4:30 on Fridays),  there will be a student support area setup in the 3^rd floor lobby of AC.  This area will not only contain support personnel from IT/PRISM, but will also have personnel from Financial Aid, Registrar, Admissions, Orientation, etc.

We feel that the above scenarios will provide ample opportunity for our students to receive rapid support during the first few weeks of the semester.

In addition to these initiatives to ensure prompt support for students,  we have student focused myNKU course registration training sessions scheduled in the new Student Union on the following days:

Wednesday, August 26, 2009  12:00 PM 1:00 PM SU 105

Wednesday, September 02, 2009  12:00 PM 1:00 PM SU 105

Chairs Work Group

In any implementation of this magnitude, there are going to be issues that require changes to the system in a timely manner.  In order to better prioritize these issues that require changes to system and to provide a steady vehicle for feedback and input into the process, we would like to create a core working group that would be engaged with the PRISM team on a regular basis for at least the next several weeks.  With this email we are requesting nominations from each College for a Chair representative that will collaborate directly with the PRISM team.  The expectations are that this individual will act as a voice of the particular college as well as a vehicle for communication to the college.  We kindly request nominations to be sent to the Provost by close of business on August 21^st.

As we are nearing the beginning of the fall semester, OIT has made large advancements on the wireless network.  The first change was the expansion of the wireless network to provide full coverage in the Leon Booth Residential Village, and the expansion of the wireless network in several classroom buildings on campus.  The residential village coverage consists of over 100 access points, placed to provide coverage throughout the rooms, and common areas.  IT will continue to work with the residential village to add additional access points in high use areas, and areas with a weak signal.  To report such an issue, please contact the IT Service Center and report a residential village wireless issue.

The second change that OIT is introducing a more secure wireless network.  The NKU wireless network is locked down to only allow web browsing, however a new wireless network is being created.  This new network will allow wireless connections to connect to SAP, file servers, printers and other local NKU servers.  To attach to this network, you will be required to login using your username and password.  Instructions on how to connect to this new network will be online shortly.  This new wireless network will be available to all NKU students, faculty and staff.

NKU OIT is in the process of working with Microsoft and the Kentucky School System to provide students with a hosted email account.  This email address would be available for life, even after graduation, have a minimum of a 1 gigabyte storage quota, allow active sync connections and continue to have an nku.edu address.  OIT is planning to work with Microsoft over the next semester to get interfaces established and tested, and roll this new service out to the campus in December.  OIT is creating a pilot program and needs students interest in participating, if interested please email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .