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Request Tracker 4 (RT4) Implementation Project Lisa Tomalty, Information Systems and Technology.

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Presentation on theme: "Request Tracker 4 (RT4) Implementation Project Lisa Tomalty, Information Systems and Technology."— Presentation transcript:

1 Request Tracker 4 (RT4) Implementation Project Lisa Tomalty, Information Systems and Technology

2 What is request tracking? Ticket/request-tracking systems are used to coordinate tasks and manage user requests Users receive updates on work being done Staff working on a ticket see all of the activity, communications, history, etc.

3 Background: RT Investigation Project ( ) Recommended RT4 –Open source; support available from Best Practical Solutions LLC –Existing expertise for RT exists on campus –Well liked, stable solution –Many new features, customizable and expandable –Active user community –Many issues identified can be addressed via Process changes/leveraging existing RT functionality

4 RT Investigation Project Recommended RT4 –Meets critical requirements identified –Works with browsers/operating systems used on campus –Ability to integrate with asset management and other systems –Request Tracking Investigation Project RecommendationRequest Tracking Investigation Project Recommendation

5 Campus Wide Involvement Members from each IT area on campus to provide input/participation –In implementation –In on-going use and development Consistent user experience Key success factor: –adoption of common request tracking system

6 Continue to provide an ongoing, reliable RT system Meet the most important request tracking needs of the IT areas on campus Implement a knowledge base Integrate with the service catalogue Enable processes to improve IT support RT4 Implementation Project

7 Benefits of Campus Wide System Efficiency –Shared tool, one installation –Share administration and development Improved IT service support through –Collaboration between and within IT units –Improved communications, support –Increased functionality –Enable/automate improved IT service processes –Shared knowledge base –Common tracking and metrics

8 Program of Projects Program of related projects will include: –RT4 Implementation Project –IT Best Practices Project –Asset Management Project –SLA Project –Possibly other projects Dependencies between projects will be defined

9 BP vs ITBP, ITIL Best Practical (BP) is the company that develops and supports the Request Tracker system IT Best Practices (ITBP) project is a campus wide project that will review IT Service processes and ITIL best practices ITIL is …. (Best practices) guidance for IT service management …

10 Objectives/Goals-1 Work together with IT areas on campus to leverage the many benefits of RT4 Enable IT units to share and collaborate on requests Upgrade to the most recent version of RT4 Update user request forms Import existing data Provide training, documentation and communication Expand the use of RT4 to other IT units on campus

11 Objectives/Goals-2 Implement new functionality and configure the new system based on: –Requirement information gathered in the RT Investigation Project –Requirements that will come out of the IT Best Practices project (TBA) –Other requirements that are deemed necessary for IT support on campus Non-IT areas use of the system: –Non-IT areas may continue to use the system –Focus will be on meeting IT needs of campus for request tracking

12 In scope The objectives listed above New user request forms Form an RT administrators group to: –Define standards and procedures for changes and development –Configure and administer the system and permissions –Develop add-ons that are needed by IT support areas Develop the Knowledge Base Install, configure and assess an SLA module RTIR (used by IST Security) installation and configuration Follow best practices for development to ensure ability to upgrade

13 New functionality/features-1 Reporting/metrics Knowledge base (Articles) New user request forms (linked from service catalogue) Shared queue administration Customizable workflows - per queue Customizable templates – per queue

14 New functionality/features-2 Recurring tickets Escalation Better tools for synchronizing accounts/groups with Nexus/LDAP Improved user interface (including ability to hide quoted text) Improved searching/canned searches Supposedly significantly faster. :-)

15 Not in scope Writing SLAs Importing data for non-IT areas into the system Importing data for other IT areas into the system, if deemed too complex Developing the system beyond the needs of IT areas on campus Modification of source code or database structure Asset Management Development for integration with other systems Extensive development (beyond core requirements of IT areas)

16 Known risks and constraints Delays in an RT 4.2 stable release would result in project delays Low budget (for support/consulting) may result in a slower implementation Staff availability: –Significant amount of time required from current RT administrators and support staff –Project team: amount of time they have available to participate in the project/development could vary Non project team staff availability for: –Testing system and features for their area before production –Develop and configure for workflow and processes for specific areas –Assisting in migrating their request tracking operations into the new RT4 systems –Significant development/configuration time from the project team and/or from the specialized IT area if additional functionality is required A risk register will be created and hosted on the RT4 SharePoint site.RT4 SharePoint site

17 Preliminary, known assumptions Able to engage enough staff to participate fully in the project and assist with development, testing and feedback. Able to communicate with ITBP project and implement recommended process changes RT4 can meet the needs of campus IT support, with configuration (and development, in some cases) There exists sufficient hardware for the system, testing machine, failover machine and backups

18 Dependencies IT Best Practices project recommendations for workflow, processes, knowledge base, etc. If RT 4.2s built in reporting/metrics are not sufficient, reporting/metrics may be dependent on the Cognos 10 Reporting Tool being available (expected sandbox in November 2013; expected availability January/February 2014 hopefully) Timeline for the project maybe dependent on budget for monthly support from Best Practical.

19 Budget Limited budget for this project. As of September 2013, there was no additional guaranteed budget money available for this project. Support from Best Practical: budget of 3 days of consulting have been approved Also see the RT Budget spreadsheet.RT Budget spreadsheet.

20 Approach Phased approach Incremental changes Keep RT system operational and functional throughout the project

21 Timeline Phase 1A (late Dec 2013) –Planning, clean up user accounts in RT3 –Install and configure newest release of RT 4.2 and necessary plug-ins Phase 1B (Jan-Apr 2014) –Configuration/development –Testing –Permissions –Documentation, Training, Communication –Some new features Phase 2 (May-Aug+ 2014) –More new features –Migrations and continual improvement –Make recommendation for maintaining and keeping RT current –Training/documentation of changes

22 Notes from first meeting Keep it Simple/ease of use Be consistent (queue to queue; processes) Buy in is important with commitment, collaboration Improved reporting with correct classification of tickets needed Automation (e.g. workflow, assigning tickets, etc.) Transparency- sent from system should show who is CCd Knowledge Base (KB) (internal and external articles) ; proper permissions Training/documentation for users, issue solvers, queue managers (clear, simple) Escalation – (tier escalation; tickets not being looked at/completed) Time tracking: needs improvement RT admin group is of interest to some areas

23 IT Strategic Objective mapping IP9: Exchange high quality data and information when, where, and how it's needed" and "...ensure that the University community is fully enabled any time, anywhere, on their preferred platform or device,..." –Web browsers: RT4 works across all/most common browsers –Mobile: RT4 works well on most mobile devices –Client computer: RT4 requires no special configuration to use in web browser

24 Related Strategic Objectives RM1 "Make the necessary technology infrastructure and resource investments" –Investing in helpdesk and staff support technology OC2 "Take a University-wide perspective to IT" OC3 "Build a cohesive knowledgeable IT community across the campus" –Enable communication, collaboration –Knowledge sharing through requests and knowledge base IP5 "Continuously improve and optimize IT processes, workflow, and platforms" –Collaborative, structured approach to improving processes and workflow U1 "Empower the user and optimize the user's experience" –Improve responding to requests, allow users to check progress –Knowledge base: help "build our users' knowledge and capabilities"

25 Related IT Direction Work together to improve the usability, delivery and support of IT –Related potential opportunity: Create integrated, service-oriented helpdesks that uphold excellent standards and stay connected to share information to best serve users. » One installation of the request system used by all and shared knowledge base would help achieve this.

26 Questions? Inquiries and requests for RT access/queues can be directed to: –Lisa Tomalty RT4 Project documentation Web site: https://uwaterloo.ca/it-service-asset- management/request-tracker-4-rt4- implementation-project


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