Emergency Procedures and Contacts
ITS has established several layers of protection for technical difficulties. A list of contact options is below; the order of the list is the best approach to trying to find a contact at IT.
First Option - Field Service Analyst
The first point of contact with IT is your Field Service Analyst (FSA). FSA's are assigned to building floors across the Kennedy School campus. The FSA page (link above) will help you find your FSA if you do not know who he/she is.
The Emergency Pager
An emergency pager (617 746 8793) is available during working hours if you cannot reach your FSA and you are having a severe problem that requires immediate assistance. Please view our support page for response times to a given emergency. It is also available 24 hours a day including weekends for reporting network or email system problems. Please note that the emergency pager is only for FACULTY & STAFF, and that it is only for major emergencies.
IT Maintenance and System Difficulties
IT services performs regular maintenance on our servers, a calendar of network maintenance can be found on this site. Maintenance is usually performed on the last Friday night of the month, be sure to keep an eye on your schedule should you need to stay late. HKS also sometime experiences server failures due to worms and other malicious programs. We will notify the HKS community via phone message during such interruptions.
IT Management Staff- titles and phone numbers
If you are experiencing major problems or you should contact ITS management
Michael Garofano - Director of IT Services, 384-7400, Taubman Ground Floor Rm.48
Aileen Grunder - Assistant Director of IT Services, 495-1344, Taubman Ground Floor Rm.44
Mary Ann Krebs - FSA Manager, 617-293-2734, Taubman Ground Floor Rm.36
Matt Ashmore - Operations Manager, 617-212-3227, Taubman Ground Floor Rm.34
