Improved Services to Help YOU !

2 Today’s Presentation The ICS Unit and Services offered Accomplishments to date The challenges Short term projects

3 What is ICS ? The IST Customer Services unit provides IST support services to the University Community. These services include Training, User Documentation and Technical Support. The unit serves as a bridge between the University community and the IST experts in NCS, ISR and ICC.

4 The Unit Director - Denise Nahas Associate Director - Richard Owen ICS GroupManagerGroup members TrainingSander Wasser4 CommunicationsKathy Wilmot8 Network and PC Support Gary Wilkes13 Customer Support Kim Huynh14

5 ICS Training The ICS Training group provides training for office productivity tools such as: Present for Administrators/Employees, Outlook / e- calendaring, WebCT Content and Administration and Lenel. Workshops are instructor led. We have started offering some courses on-line.

6 ICS Communications The ICS Communications group is responsible for maintaining several websites (ICS, WebCT, Minerva) and user documentation for Banner, Minerva, WebCT and office productivity tools. This group also provides hands on training for Banner and POPS and is responsible for coaching and training FIS and SIS specialists.

7 ICS Network and PC Support This group offers Novell LAN management and desktop support services through a Service Level Agreement (SLA), which we will shortly be introducing to our current customers in order to clarify and personalize the service to fit the various needs of these customers.

8 ICS Customer Support The ICS Customer Support group is the new centralized help desk. It was formed by grouping and reorganizing the former NCS, ISR/Banner and WebCT help desks. This group offers technical support for the following staff and student services via , phone and walk-ins: , WebCT, Minerva/Banner, IST supported office productivity tools, DAS, Wireless, VPN, Network access and a LAN management service. It is the first point of contact for most IT help and problem resolution at McGill. The ICS help desk can be reached at or

9 Accomplishments to date Creation of the ICS Web Site Created standards for on-line courses Created documentation standards for Banner “How To” documents In conjunction with ARR, developed “Minerva – Using the Faculty Menu” brochure for instructors and “Minerva – Using the Advisor Menu” online brochure.

10 Accomplishments (continued 2) Developing courseware material for new workshops Given seminars on WebCT for students Following up with WebCT workshop participants Planned joint workshops with Continuing Education and Human Resources on Windows, Excel, Word and PowerPoint

11 Accomplishments (continued 3) ICS was up and running by September 1st Defined and implemented support processes between first and second tier Identified training required, then started the cross training of staff Worked in collaboration with ISR and NCS to improve processes such as 6 character login in WebCT and DAS password reset within Minerva Survived our first September at McGill

12 Accomplishments (continued 4) Implemented our first SLA with the Libraries Exchange migrations during Beta phase (more than 80 migrations) Worked with IST security to help protect McGill’s network during the August large scale attack Issued an RFP for a new helpdesk ticketing tool Implemented the first phase of the Heat System

13 The Challenges

14 The Challenges

15 The Challenges Supporting a base of 7,000 + staff and 29,000+ students with a wide diversity of issues. We must change the model for support in order to become more effective while at the same time reducing the number of tickets by:  Becoming more aware of customer needs  Giving the customers the tools to help themselves (knowledge base, self-service, on-line training and documentation)  Find new ways to train customers

16 The Challenges Deal with the high peak periods  Plan special projects ex ID carding support  optimization of processes that affect large number of customers Finding better ways to communicate to the community  Reduce redundancy in mailing lists and multiple web sites  IST to speak with one voice

17 Short Term Projects Heat Self service, Knowledge Base and Announcement board Call centre telephone system Customer focus groups Preparing for the Banner 6 upgrade Outlook/Exchange workshops Plan large scale deployments

18 Questions?