1. Viral Client Services: IT Support in a Distributed Environment University of Waterloo Stephen MarkanStephen Markan, Lisa TomaltyLisa Tomalty

2. Agenda Waterloo’s IT support model How it’s evolving Challenges/strengths How we share knowledge and collaborate Support tools we use Recommendations and resources Questions

3. About Waterloo 29,000 full- and part-time undergrads 4,800 full- and part-time grad students 5 satellite campuses: Cambridge, Kitchener, Stratford, United Arab Emirates, Huntsville 6 faculties 4 affiliated colleges 10 faculty-based schools 950+ FTE faculty members plus sessionals, etc. >2000 FTE staff plus contracts, casuals, etc.

4. IT Support Models Central IT department Faculty computing groups (6 faculties) IT Liaisons to each faculty from main IT department Helpdesks – Main IT helpdesk – Faculty/Residence helpdesks – After hours helpdesk (located in the library)

5. IT Support Models Academic support & Faculty area computer support reps (some faculties) – Department level basic IT support/liaison – Non-IT staff – Involved in IT update meetings, training available Working Groups – Computing Committees, etc. – Members from across campus

6. Working Groups UCIST (University Committee On Information Systems and Technology) UCIST CTSC (Computing Technology and Services Committee) CTSC WAC (Web Advisory Committee) WAC PDAG (Professional Development Advisory Group) PDAG WatITis (the UW Information Technology conference) WatITis FACCUS (Faculty Computing User Support Group) FACCUS CNAG (Campus Networks Advisory Group) CNAG CSAG (Computing Systems Advisory Group) CSAG STAC (Student’s Technical Advisory Committee) 6

7. What is viral? Liaisons, Academic/faculty support reps Projects reaching out to campus units for participation Centralization by integration – Brings key staff from faculty/unit support groups together with main IT department (collaboration/training/communication) – Builds bridges Campus Partnerships (committees, groups) Central after hours helpdesk for all faculties/units SEW training courses and PDAG

8. Evolving … From IT Task Force Report – Consolidate Active Directory forests – Increased support, unified email services, RT system – Create a support model that links the main IT department with other IT groups on campus – Development of a set of preferred configurations of desktop equipment across campus Satellite IT activities – Main campus IT liaison to off site locations to ensure systems are compatible with the wider University systems Include diverse representation in central IT projects (that affect the campus) Information Security policies 8

9. Waterloo Area

10. Support Challenges Satellite campuses (5) Collaboration – ensuring representation from across units External partner support (research and admin) Software/version differences Joint programs across universities (e.g. Tri university library consortium) (web sites/students) Video conferencing (different protocols) Changes/recommendations ruffle feathers Inclusivity diversity time resources legislation…

11. Support Strengths Communication – Committees/groups, Liaisons, Email lists Cooperation/Collaboration – Relationships across campus – Joint projects (e.g. AD Consolidation, Desktop Rollover) Allows for specialization of knowledge – Reduces the need for individuals in smaller areas to be ‘jack of all trades’

12. PDAG Presentations IT Committees/groups Isthd mail list Liaisons and local area support reps (email/meetings) Newsletters Training – Change initiated training: new WCMS, Office 2010, Exchange Calendar, accessibility, etc. – Productivity: Office, Web Writing – Central applications (Financial, Student systems, HR, etc.) – Web based training (lynda.com) 12 Sharing Knowledge

13. Request Tracker – Main IT department, faculties, departments (e.g. Pharmacy), groups (e.g. Federation of Students) – Service Updates Bomgar/Remote Assistance IST Notice Board/isthd mail list (subscribers from across campus) Chats (http://phplivesupport.com)http://phplivesupport.com Support Tools

14. SharePoint/Exchange Unified standards – Standard versions of software (e.g. MS Office) MS campus licensing agreement makes this easier – Naming conventions (room bookings, printers, account names) Soft skills training and development Collaboration

15. Recommendations Provide IT seminars regularly for: – Communication of IT initiatives and information sharing – Professional development (internal/external) Connect IT groups (working groups, liaisons, committees, projects) Focus on people – Encourage soft skills development in IT staff Training/Support – Hire support people who can explain complicated topics in an easy to understand manner Deploying Something? – Do it to IT first (reduces ruffled feathers) 15

16. Recommendations Communication – Before, during and after and after… List your services on your website so that clients can easily find information List your services on your website Monitor your request tracking system Have an escalation process in place Campus wide projects – Be inclusive (faculties, library, administrative areas, etc.) – Wear your university hat – Work toward common goals 16

17. Resources http://www.bomgar.com/ (remote support) http://www.bomgar.com/ http://bestpractical.com (current Request Tracker system) http://bestpractical.com http://phplivesupport.com (chat) http://phplivesupport.com http://lynda.com (online training) http://lynda.com

18. Questions??

19. Thank you! Merci!