A Case Study: Implementing Supportworks Professional Helpdesk at Drew University Betsy Black & E. Axel Larsson Drew University, Madison, NJ

Student Computing at Drew University Computer Initiative (CI) – ubiquitous computing – began in 1984 with Epson QX-10. Computer Initiative (CI) – ubiquitous computing – began in 1984 with Epson QX-10. Desktops evolved to laptops by 1988 (Zenith 181). Desktops evolved to laptops by 1988 (Zenith 181). CI allows us to limit support to Drew-issued machines. CI allows us to limit support to Drew-issued machines. Campus-wide network placed increased demands on support organization. Campus-wide network placed increased demands on support organization.

Homegrown Helpdesks : paper forms and DEC Notes in OpenVMS : paper forms and DEC Notes in OpenVMS : web-based tracking (helpdesk.drew.edu) with customer access to view tickets. 1999: web-based tracking (helpdesk.drew.edu) with customer access to view tickets. 2000: Oracle-based application (Beacon.drew.edu) included inventory information on the various models, allowing us to track repeated hardware problems. 2000: Oracle-based application (Beacon.drew.edu) included inventory information on the various models, allowing us to track repeated hardware problems.

Inventory management Drew needed a more robust inventory management solution. Drew needed a more robust inventory management solution. Windows servers allowed for development of Microsoft SQL Server database. Windows servers allowed for development of Microsoft SQL Server database. Enterprise application specialist developed uTrack for asset management, including program type (student- owned, Helpdesk loaner, departmental purchase, etc.) Enterprise application specialist developed uTrack for asset management, including program type (student- owned, Helpdesk loaner, departmental purchase, etc.) Faculty/staff upgrade and purchase request tracking; and other assets within the department(s). Faculty/staff upgrade and purchase request tracking; and other assets within the department(s). Web-based upgrade request tracking for customers. Web-based upgrade request tracking for customers.

Support Organizations at Drew In the Fall of 2002, the department of Academic Technology at Drew underwent an organization change. The old structure was: In the Fall of 2002, the department of Academic Technology at Drew underwent an organization change. The old structure was: University Technology Administrative Computing Telecom Department of Academic Technology User Support/ Computer Store Faculty Technology Lab Staff Technology Lab Systems Administration Training Resource Lab (Student)

University Technology Administrative Computing Telecommunications Computing & Network Services User Support/Computer store Systems Administration Enterprise Applications Instructional Technology Faculty Lab Staff Lab Student Technology Lab And the new structure is:

Selection process and feature list Committee comprised of members from 3 technology departments as well as the VP for University Technology. Committee comprised of members from 3 technology departments as well as the VP for University Technology. Required features identified: Required features identified: Online customer access to track existing tickets. Online customer access to track existing tickets. Ability for customers to open tickets via online interface. Ability for customers to open tickets via online interface. FAQ and knowledgebase feature. FAQ and knowledgebase feature. Full text searching. Full text searching. Integration with inventory database. Integration with inventory database. Ease of use for casual users. Ease of use for casual users. Helpdesk selection committee CNSITSAC

Helpdesk packages we considered FrontRange’s Heat FrontRange’s Heat FAQ and knowledgebase packaged separately. FAQ and knowledgebase packaged separately. Very costly for our licensing requirements. Very costly for our licensing requirements. Blue Ocean’s TrackIt! Blue Ocean’s TrackIt! Did not have required functionality. Did not have required functionality. Hornbill’s Supportworks Helpdesk Professional Hornbill’s Supportworks Helpdesk Professional Packaged with FAQ and knowledgebase Packaged with FAQ and knowledgebase Ability to escalate between support organizations Ability to escalate between support organizations Reasonable licensing w/educational discount. Reasonable licensing w/educational discount.

Supportworks Selected Supportworks Helpdesk Professional chosen. Supportworks Helpdesk Professional chosen. Committee formed in June to implement the product. Committee formed in June to implement the product. Included members of CNS, ITS, Administrative Computing, and Telecom. Included members of CNS, ITS, Administrative Computing, and Telecom. Completed implementation by August Completed implementation by August 2003.

Support Groups Groups used to simplify call assignment. Groups used to simplify call assignment. Unassigned calls are left in a group, and can be assigned to individuals within the group. Unassigned calls are left in a group, and can be assigned to individuals within the group. SLAs can escalate calls to a support group. SLAs can escalate calls to a support group. Support analysts can only exist in one group. Support analysts can only exist in one group. Fine for full-time staff. Fine for full-time staff. Organize users in four groups corresponding to the technology departments. Organize users in four groups corresponding to the technology departments. Student employees present an issue. Student employees present an issue. Can work for more than one department. Can work for more than one department. Multiple accounts; use username prefixes to distinguish. Multiple accounts; use username prefixes to distinguish. Authentication methods for analysts. Authentication methods for analysts. AD, LDAP, NDS, legacy NT 4 domain, etc. AD, LDAP, NDS, legacy NT 4 domain, etc.

Support Groups

Service Level Agreements Two timers, response time and fix time. Two timers, response time and fix time. Multi-level SLAs are in the works for the future. Multi-level SLAs are in the works for the future. Multiple sources for SLA assignment. Multiple sources for SLA assignment. Customers, charge centers (departments), sites, problem profiles. Customers, charge centers (departments), sites, problem profiles. Multiple SLA responses. Multiple SLA responses. Send mail. Send mail. Reassign the call. Reassign the call. Change call status indicators. (color codes) Change call status indicators. (color codes) Server side scripts. (PHP) Server side scripts. (PHP) Each organization responsible for their own SLAs. Each organization responsible for their own SLAs.

Service Level Agreements

Problem/Resolution Profiles Hierarchical profiles for reporting and SLA purposes. Hierarchical profiles for reporting and SLA purposes. Profile to any desired depth. Profile to any desired depth. Selecting on a profile in a report gets all sub-profiles automatically. Selecting on a profile in a report gets all sub-profiles automatically. Three levels of profiles at Drew. Three levels of profiles at Drew. Top level, general type of call. Top level, general type of call. Report problem, service request, how-to/training, maintenance, comments/suggestions. Report problem, service request, how-to/training, maintenance, comments/suggestions. Second level, specific application or service. Second level, specific application or service. Third level, common problems. Third level, common problems.

Problem/Resolution Profiles

Integration—Customers and Assets Integration at database level. Sample PHP scripts provided by vendor for database import. Integration at database level. Sample PHP scripts provided by vendor for database import. uTrack asset tracking application. uTrack asset tracking application. Drew-developed SQL Server 2000 application. Drew-developed SQL Server 2000 application. Database triggers synchronize to Supportworks database. Database triggers synchronize to Supportworks database. Customer data Customer data Today—nightly database dumps from our administrative computing department. Perl scripts load the data. Today—nightly database dumps from our administrative computing department. Perl scripts load the data. Future—connected to our Novell eDirectory Identity Vault using Novell DirXML. Real-time updates. Future—connected to our Novell eDirectory Identity Vault using Novell DirXML. Real-time updates.

“Hot” and “Known Issues” Helpdesk analysts see Issues when they log into the system. Helpdesk analysts see Issues when they log into the system. Issues can be internal or public, depending upon the nature. Issues can be internal or public, depending upon the nature. Calls can be linked to an Issue, and then updated and closed en masse when the issue is resolved. Calls can be linked to an Issue, and then updated and closed en masse when the issue is resolved. Helpful for system-wide problems with the network or phone systems. Helpful for system-wide problems with the network or phone systems.

Custom Call Classes and Forms Call types are fully customizable. Call types are fully customizable. Add tables and columns to the default DB schema. Add tables and columns to the default DB schema. Customizable call logging and call details froms with integrated form design tool. Customizable call logging and call details froms with integrated form design tool. Call classes we’ve added: Call classes we’ve added: Classroom calls: Picklists for equipment involved. Classroom calls: Picklists for equipment involved. On-Site calls: Building and room # fields. On-Site calls: Building and room # fields. Helpdesk intake: Associated loaner call field, picklists of equipment left at the helpdesk. Helpdesk intake: Associated loaner call field, picklists of equipment left at the helpdesk.

Custom Call Classes and Forms

Self-Service Web access for customers, allows them to: Web access for customers, allows them to: Log new calls. Log new calls. Check the status of and update existing calls. Check the status of and update existing calls. Review issues. Review issues. Written in PHP. Fully customizable. Written in PHP. Fully customizable. An excellent source of code for writing server side event scripts as well. An excellent source of code for writing server side event scripts as well. Drew customizations: Drew customizations: Themed to match our technology web site. Themed to match our technology web site. Novell iChain single-sign-on integration. Novell iChain single-sign-on integration.

Pitfalls Plan, plan, plan! Plan, plan, plan! Our process was somewhat rushed as the Oracle license was expiring and we needed a solution fast. Our process was somewhat rushed as the Oracle license was expiring and we needed a solution fast. Delineate problem/resolution profiles carefully and make sure all analysts understand how to associate calls correctly. Delineate problem/resolution profiles carefully and make sure all analysts understand how to associate calls correctly. Implement a system for using call conditions to color code problem types. Implement a system for using call conditions to color code problem types. Meet semi-annually to review the system and identify positives and negatives. Meet semi-annually to review the system and identify positives and negatives.

Pitfalls (cont’d) Product limitations. Product limitations. Windows client required for full analyst’s feature set. Web-based client is limited. Windows client required for full analyst’s feature set. Web-based client is limited. API docs limited. API docs limited. Expansion in this area is a priority for the vendor. Expansion in this area is a priority for the vendor. Cited lack of internal API stability, training issues, as primary reasons for not opening this up right away. Cited lack of internal API stability, training issues, as primary reasons for not opening this up right away. Cache database makes database-level integration difficult for certain items. (Active calls mostly) Cache database makes database-level integration difficult for certain items. (Active calls mostly) Windows client does not work through NAT. Windows client does not work through NAT. UDP based notifications. Fixed in a future release. UDP based notifications. Fixed in a future release.

Unexplored Features Operator Scripts Operator Scripts Call “flowcharts” for first level support. Walks helpdesk operator through a script. Call “flowcharts” for first level support. Walks helpdesk operator through a script. Responses to questions in the script can be recorded anywhere on the log call form. Responses to questions in the script can be recorded anywhere on the log call form. Filters Filters Limit call display by any criteria selectable in an SQL WHERE clause. Limit call display by any criteria selectable in an SQL WHERE clause. Assign custom data dictionaries to analysts to limit call access. Assign custom data dictionaries to analysts to limit call access.

Questions?