IT Services
Support & Training

IT Service Support Streams

[updated June 14, 2021] When the State of Emergency was declared in March 2020, we soon realized that our IT service model of on-campus focused support had to change.

We realigned our team to the products and services we support and provide rather than the geographic location from where they were delivered. We virtualized services where possible, limited onsite staff presence, altered our classroom support methods, and created curbside experiences.

Our guiding principle througout was to adhere to the Ontario Public Health and Occupational, Health, and Safety guidelines while making best use of any existing processes that we had in place. If the process included any on-campus work, we amended the process to accommodate remote access scenarios.

It was a challenge that we responded to quickly and effectively. We call this new model of support, Stream Support.

IT Support Streams

The contents of the panels below provide an overview of our various support streams along with examples of the services provided by each.

  IT Service Desk

image of person sitting on floor with computerSupport Model: Work from home with some on-site presence


The IT Service Desk remains the primary point contact for incident reporting/resolution, requests for IT services, and tech support. Customers can contact the Service Desk via phone, online chat, or email.

Customers Served

Support is provided to following customer groups:

  • Academic, administative, and support staff
  • Students, alumni, and applicants
  • Vendors

Services Provided

Remote Support

  • First contact incident resolution and service request fulfillment (e.g. password resets; new employee account provisioning)
  • Enterprise applications support (e.g. PeopleSoft systems)
  • Slate support
    • Slate access
    • Respondus Lockdown Browser/Respondus Monitor (Slate's exam utilities)
  • Hardware and device support
  • Software installation and support
  • Virtual classroom support
  • Remote support for enterprise conferencing tools (MS Teams, WebEx, Zoom, SharePoint online)
  • Online appointments for support appointments and curbside pickups/drop-offs of IT equipment
  • Remote IT information sessions for students, faculty, and staff
  • Sheridan Directory Assistance

 Onsite Support

  • Onsite classroom support when classrooms are empty and if all remote options have been exhausted
  • Curbside pickup services for laptops, library materials, accessibility devices
  • Onsite device support (e.g. printers, phones, TVs)
  • Receiving/shipping of equipment between campuses and to homes
  • Preventative maintenance of all onsite hardware, including break/fix, updating of images, drivers, software
  • Remote hands for those unable to be onsite – both clients and employees
  • Onsite contact for vendors coming to campus to perform repairs/installations

  Service Management Platform Support

servicenow log beside man sitting at computerSupport Model: Work from home


The Service Management Platform Support stream is responsible for our service and asset management platform, ServiceNow.

Services Provided

The services provided in this stream include:

  • Roll out of service and asset management processes in ServiceNow 
  • Design, development, and application configurations in ServiceNow, including prioritizing features and capabilities
  • Unit and component testing of release deployments 
  • Ongoing support and maintenance of the ServiceNow platform
  • Planning and continual improvement of the ServiceNow platform and associated processes, ensuring ongoing alignment with our IT Service Management and Asset Management strategies

  Academic & Administrative Partnerships

image of remote meeting on laptopSupport Model: Work from home


The new Academic & Administrative Partnerships stream was created to forge relationships between IT and Sheridan's academic and administrative business areas. The purpose of this stream is to:

  • Help business areas navigate IT by:
    • Directing customers to the appropriate IT department and/or process to support their request
      (e.g. directing users to Springboard for project requests)
    • Promoting/advising on technology-related best practices, including:
      • Reinforcing use of the IT Service Desk for reporting daily operational issues and requests
      • Encouraging adherence to IT Security protocols
        (e.g. reporting, not ignoring, suspected phishing emails)
      • Offering guidance on working remotely
      • Consulting on IT Services
  • Facilitate two-way communications to support consistent messaging across Sheridan by:
    • Having proactive customer engagement meetings to review IT service-challenges and provide insight into IT initiatives/changes
    • Gaining insight into departmental initiatives/changes that relate to and/or impact IT services
    • Developing a deeper understanding and appreciation of the technology needs of each business unit to help them determine their needs for end-user technology and to be their IT Services advocate
    • Providing consistent messaging for each business area’s IT-related communication content – reviewing, providing content, promoting IT services, and creating knowledge articles when appropriate
    • Gathering technology requirements for academic programs
  • Provide an escalation point to ensure that urgent issues or requests are driven to completion

  Audio Visual Systems

image of video wall at Trafalgar Road CampusSupport Model: Work from home with some on-site presence


Audio Visual (AV) Systems is a team of AV Architects that design and implement AV solutions in classrooms, meeting rooms, common areas, and large venues.

Services Provided

  • Design consultations for college stakeholders
  • Design and deliver AV technology solutions for classrooms, meeting rooms, new construction projects, etc.
  • Project management for AV initiatives
  • Implement interactive video walls
  • Digital signage: including support for backend content management system and front end displays/media players
  • Innovative solutions. For example, by utilizing document cameras in classrooms, the team came up with a solution to enable remote delivery of curriculum to learners in other classrooms on-campus as well as to learners connected off-campus.