Missouri State University Computer Services - Management Information Systems Presents Management Information Systems Incident Tracking System (MIS-ITS)

Frank Williams MIS Coordinator Greg Snider Database Analyst Presenters:

Missouri State University  Located in Springfield, Missouri  Founded in 1905  2nd largest university in Missouri  About 20,000 students   150 undergraduate programs and more than 40 graduate programs  Campuses in West Plains, Mountain Grove, and a branch campus in China  Public Affairs Conference – April 19-21

Mission Statement: Missouri State University is a multi- campus metropolitan university system with a statewide mission in public affairs, whose purpose is to develop educated persons while focusing on five themes: professional education, health, business and economic development, creative arts, and science and the environment.

Missouri State University

Why Did We Do This  A better way to monitor application issues  Some incidents were reported verbally  May get lost in the shuffle  Often the team leader received the call, resolved the issue, and reported to the users  Do trends analysis and better follow up  Inform management of issues

What We Needed  We needed an adequate incident tracking system (ITS) and problem tracking system (ITS) and problem management management  We needed a system that would allow us to control, improve, and allow us to control, improve, and simplify incident tracking, and analyses simplify incident tracking, and analyses  We needed to provide a better way to communicate production issues to communicate production issues to management management

Who Was Involved  The MIS Coordinator  Database Analyst  Systems Analysts

What We Did  Meetings and Brainstorming sessions  Prototypes, changes, and testing  Rollout to the MIS staff  Incident Tracking System (MIS-ITS) o Centralized database o Reported issues from users o Alerts the development staff o Track the incident to its resolution

Obstacles  What was an incident, task, or project  Is a “question” an incident  Sell the idea (or need) to the MIS staff  Staff’s concern that it would be used to monitor their work monitor their work

Project Dates  First meeting – 9/20/04  Alpha testing begins – 03/03/05  Beta testing begins – 03/23/05  “Go live” date – 4/24/05  Web self-service (est.) – 06/01/06

Business Rules  Used to enforce policies and procedures  Can be used to: o Send s o Escalate the problem o Take action when an event occurs

Business Rules Priorities Priorities  Priority 1 - Immediate  Priority 2 - Medium  Priority 3 - Low  Priority 4 - Information Only  Priority 5 - Request

Business Rules  Notify if priority 1 open more than 3 hours  Notify if priority 2 open more than 3 days  Escalate priority 3 to 2 after 1 week  Notify if priority 4 open more than 2 weeks  on ticket creation  on assignment

Reports  Incidents by call type  Incidents by customer to tracker  Incidents by customer  Incidents by source  Incidents by tracker  MIS open incidents

Reports MIS Calls by call type and category Calls entered since 01/01/05 Batch 215 Calls Data Error 37 Calls ePortfolio 38 Calls Imaging 1 Calls Online 48 Calls PowerFAIDS 3 Calls Query 125 Calls R25 28 Calls Server-PC 9 Calls Utilities 33 Calls WEB 77 Calls

Reports MIS Calls by call type and category Calls entered since 01/01/05 WEB 77 Calls Abend 10 Calls Authority 28 Calls Data 15 Calls Internal Server Err 3 Calls Other 20 Calls

Reports Abend 10 Calls Lenord was getting an error due to invalid systax in the web page (DBS0300.asp) Lenord D Jr McGownd Greg Snider Closed From: Gosselink, Carol A Sent: Wednesday, January 11, :43 PM To: Management Information Systems Subject: Changing My Info My department needs to be changed to PSYCHOLOGY rather than GERONTOLOGY. I tried to change it and got an error message. This is when I was viewing the workshops for which I have enrolled. Thank you. Carol A. Gosselink Frank Williams

Functionality  ITS offers a flexible solution for tracking, sorting and analyzing incident data sorting and analyzing incident data  Minimizes confusion and lost requests  s are sent to the development teams immediately teams immediately  Online “Help” and a User’s Guide  Add attachments to calls  Soon to be web-enabled for the user

Outcomes  Sped up problem resolution  Improved efficiency due to a searchable database of past issues and resolutions  Managers are “in the know”  Improved reporting and searching capabilities  Provided a self-service web application for logging incidents

Outcomes  Reduced the chance of misplacing an incident  Improved communications with alerts to all interested parties  Performs analysis and trend reporting  Tracks corrective actions - responsible person, target date, and closed out date

Incidents to Date

What Next  We have completed most of what we set out to do we set out to do  Currently, we are developing more tracking and trend reports tracking and trend reports  The major task that remains is the “full” rollout to our user community “full” rollout to our user community

Lessons Learned  Allow more time to design and develop reports  Develop better methods to locate trends to the program level  Should have demonstrated to staff sooner for input  Intense post-implementation monitoring

IT’S Demo Time Greg

Missouri State University Computer Services - Management Information Systems Thank You! Questions and Answers?