November 11, 2015 Jen Servedio and Jon Beers SIGUCCS 2015 St. Petersburg, FL Colgate University Information Technology Services

Colgate University Information Technology Services Geographically in the center of NY 3,000 students Liberal Arts Institution 54 Majors $883 M Endowment

Colgate University Information Technology Services

Colgate University Information Technology Services  40 on a centralized IT staff  Serving Faculty, Staff, and Students  13,000 incidents and requests in 2014  Supported 1,200 events in 2014  Budget - Approximately $5 Million

Colgate University Information Technology Services  Encompasses Incidents and Requests  One of the largest requests are for AV/Event Support  Offset after-hours with student help  Between lab monitors, classroom inspectors, specialized the Service Desk employs over 65 students

Colgate University Information Technology Services  Show of hands  In-house Level One Support

Colgate University Information Technology Services  Show of hands  Anyone Looking at outsourcing?

Colgate University Information Technology Services  Show of hands  Anyone Looking at insourcing?

Colgate University Information Technology Services  Outsourced beginning in 2005  Continual Improvement dictates that things should be reviewed.  The time had come for a review of our level one support and better integration with events/AV support and Classroom emergency incidents  We had a Separate Student Help Desk (students helping students)

Colgate University Information Technology Services  Coverage: Seven Days A Week  Coverage: 7AM until 10PM  Agents: Two designated during normal business hours  After hours (nights and weekends)– essentially a dictation service  Cost: Approximately $10,000 a month

Colgate University Information Technology Services  Communication - siloed  Lack of mentoring/training student workers for after hours or supplemental support  Lack of ability to utilize student workers for immediate deliveries or pickups to offices for minor hardware swaps  Student support was limited – only as good as the student working at the time.  Lack of control (monitoring)  Level 2 tied up with level 1 fires  No walk-up support  Cut costs  Improve Coverage  Capture local talent  Provide our Liberal Arts students with hands-on experience  Develop internship opportunities with neighboring State University technical schools (Morrisville and SUNY IT)  Utilization of busy work during down-time  SPOC for students, faculty, staff

Colgate University Information Technology Services  Develop a Business Plan for Senior Staff  Buy In from Faculty and Staff  Faculty Governance

Colgate University Information Technology Services  Office Space  Define the Daily Schedule of Coverage  Phone System  Job description, posting and hiring  Build an Internal Knowledge Base  Train New Hires  Train Students  Communication to the Campus and Transparency

Colgate University Information Technology Services Two Full Time Agents

Colgate University Information Technology Services  Phone system  Handling Peak Periods  Student phone skills and handling new types of calls

Colgate University Information Technology Services  Complaints  Compliments  Continuous training  Turnover

Colgate University Information Technology Services

Colgate University Information Technology Services  Continual Improvement  Determine how best to utilize the skillsets that we have  Quality control via call monitoring and ticket review  Robust training program for Full Time new hires as well as part- time student workers