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SIGUCCS Management Symposium 2008 Collaborating Outsourcing of the IT Help Desk Mary Covington – Arizona State University Cindy Dooling – Pima Community.

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Presentation on theme: "SIGUCCS Management Symposium 2008 Collaborating Outsourcing of the IT Help Desk Mary Covington – Arizona State University Cindy Dooling – Pima Community."— Presentation transcript:

1 SIGUCCS Management Symposium 2008 Collaborating Outsourcing of the IT Help Desk Mary Covington – Arizona State University Cindy Dooling – Pima Community College Russ Seiter – PerceptIS Ed Tola – PerceptIS April 6, 2008

2 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 About ASU and Pima ASUPima Type of college4-Year UniversityCommunity College + / / semester Previous Support Solution Central Helpdesk

3 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 About PerceptIS  Key Services: – 24x7x365 Service Center and Helpdesk (Cleveland and Phoenix) – Desk Side Support – IT Infrastructure Managed Services  Started out of Case Western Reserve University – Cleveland, Ohio  Supports over 800,000 end users  Focus is Higher Education – LMS (Bb, WebCT Vista, WebCT CE, Sakai, Homegrown, Moodle) – ERP (People Soft, Banner)

4 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Key Motivators  ASU – Create raving fans – Centralize Support - 24/7 – Drive end-to-end service management – Metrics driven management – Knowledge / Change management  Pima – Portal implementation – Student implementation – Limited Resources – Ability to provide round the clock support

5 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Final Solution ASUPima Availability24x7x3655:00 PM-8:00AM M-F 24 x7 Weekend Technologies Supported General Software General Hardware General Network Blackboard PeopleSoft Local portal - MyASU General Software General Hardware General Network Blackboard/WebCT CD SCT Banner Luminis Functions Supported IT HR IT Support Methods Phone Voic Chat Remote Desktop Phone Voic Chat

6 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Getting There  Assessment – What is working? What is not?  I mplementation – Knowledge gathering – Technical considerations  Go-live – Pilot testing – Communication to students, faculty, staff  On-going support – Metrics – Communication between PerceptIS and the University

7 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Lessons Learned  Lesson 1 – Transfer of knowledge – Training – Institutional knowledge  Lesson 2 – Implementation stage throughout the course of a semester  Lesson 3 – Don’t implement while there is a major system update at same time (PeopleSoft)  Lesson 4 – Strategic plan to onboard other departments and functions

8 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Thinking of Outsourcing?  Suggestion’s – Total assessment – Proper amount of time to implement solution – Communicate the new change to Tier 2 and other support groups – Need to have a constant dialog with your partner to foster continuous improvement

9 Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Questions?  Q&A


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