1. Introduction <Header Title> Last saved: YYYY-MM-DD
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2. Introduction About myself No of Buildings: 576
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Introduction
About myself
No of Buildings: 576
Geographical Area: 2,500 sqr Miles
Corporate ICT Customers: 5,500
Educational ICT Customers: 2,200
No of ICT Service Desk Staff: 75
Currently going through an ICT Review of our Service
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3. Reason for Redevelopment of assyst
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Last saved: YYYY-MM-DD
Reason for Redevelopment of assyst
Used assyst for over 15 years mainly as a call logging tool
We kept upgrading but never used any of the new functionality
Stored assets in the CMDB
Never discontinued
Information never used
No Relationships, config characteristics, maintenance records etc
Caused our CMDB to be out of date
Never carried out Problem, Change or Incident Management
Logging and Cause Categories were out of date, which made our reports inaccurate.
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4. <Header Title>
Last saved: YYYY-MM-DD
Starting of Project
Workshops with an Axios Consultant on the following areas:
Incident Management
Change Management
Problem Management
Service Level Management
Asset and Configuration Management
From the workshops, pieces of work and personnel were identified.
Regular catch up meetings throughout the development with axios.
9 months of development before going live (although this should have been longer!)
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5. Advantages of Web Client
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Advantages of Web Client
Access to assyst was available on all computer so calls could be viewed/updated immediately instead of having to get back to their own computer.
Most future enhancements were being done on the web and not on the windows client and we wanted to make use of these enhancements.
Web client was customisable.
Searching for Items and Events are easier in the web.
Role out of web was simpler, as there was no application to install and any future upgrades would be more straight forward.
Rolling out of the Self Service Portal (assystNET) to our customers.
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6. What we have Implemented
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What we have Implemented
assystWEB
Currently have 9 instances of assystWeb/NET Running, although will increase upto 23 when all secondary schools have been rolled out)
Predefined search queries easier to access and view
Customised front page to advertise important information
Advanced searching with the assyst Search Server
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7. What we have Implemented
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What we have Implemented
Contact User Gateway
Automatically updates Customers – Names, Building, Section, Telephone No, Mobile, Address from Active Directory
Automatically creates/disabled accounts so less administration in assyst.
Queries 15 Domain Controllers (1 Corporate & 14 Secondary Schools).
Maintains around 7,500 user accounts
Smartmail
Sends 1,200 s a day
Assign Actions
Major Incidents Notification & Hourly Updates from Calls
Closure , automatically sending a Survey
Escalation s
Pending closure
s to Affected Users, Assigned Users, Incident & Problem Managers
Reminder Actions
Calls Reopened
Customer Update Requires
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8. What we have Implemented
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Last saved: YYYY-MM-DD
What we have Implemented
Assyst Discovery
Updates config characteristics on 5000 assets
Imports IP Addresses of discovered computers. This will allow us to automatically move computers into the correct buildings. (Not completed yet)
Tells us when our asset management tool last saw the computer on the network. We now disable AD computers that haven’t been seen for more than 50 days automatically. (Reports are created to show disabled assets)
Assets Scanning App
Commissioned an asset scanning application to be created, to import
New assets into assyst
Movement records of assets moving.
Other departments are now maintaining some of their assets.
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9. What we have Implemented
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Last saved: YYYY-MM-DD
What we have Implemented
Self Service Portal (assystNET)
Created customised forms for all types of Requests, like ICT Disposal, Leavers, New Starts, New Software, New Blackberry
Designed the message centre to make it easier for them to choose what form to use.
Usage per month (Average)
Incidents = 10%
Requests = 30%
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10. What we have Implemented
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Last saved: YYYY-MM-DD
What we have Implemented
Excel Import Spreadsheets
Automatically logging calls on specific days/months/specific no of day.
Log a large amount of calls in 1 go. (Good for large rollouts).
Discontinue of assets once disposed.
Creating maintenance contracts and assigning them to assets.
Movement of assets.
Creating/Discontinue Alerts
Creating/Updating/Discontinuing Item Relationships
Visual Basic Scripts
Read pop3 mailbox and log calls depending on subject line
Automatically restart SLA Clock if reminder action (future action) has passed.
Log calls if maintenance contract is about to expire
Discontinue all config chars, relationships, movement records when items have been discontinued.
Automatically log calls when stock levels have been reached.
Determine what the next available AD Username is and then create the AD account.
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11. Lessons Learned Buy in of all Senior Managers
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Lessons Learned
Buy in of all Senior Managers
Plenty of training of the new application before going live and after going live.
Plenty of time to develop procedures and documentation.
Plenty of communication and involvement from all teams.
Constantly reviewing and improving assyst after going live, as things need to be refreshed and changed.
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12. Future Development of Assyst
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Future Development of Assyst
Upgrading to Version 10
Rollout assyst Knowledgebase integration
Resolve more 1st level calls by having the required support documents to hand when logging incident or change request.
Implementing proper Change Management
More change processes
Convert our Forward Schedule of Change spreadsheet into change requests in assyst so we can use the scheduled start and end date.
Create more relationships between servers, databases, network equipment.
Implement more forms on the Self Service Portal.
Rollout of the Self Service Portal to the rest of our Secondary School
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13. Any Questions? <Header Title> Last saved: YYYY-MM-DD
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