After Hours Support Service Delivery Section Division ICT Services University Southern Qld Presented by Maggie Fryer; Principal Manager, Service Delivery Mandy Snelgar; Manager, ICT Service Desk

Division ICT Services Centralised ICT Division (restructured in 2006)Centralised ICT Division (restructured in 2006) Main campus at ToowoombaMain campus at Toowoomba Three satellite campuses at Fraser Coast, Springfield and StanthorpeThree satellite campuses at Fraser Coast, Springfield and Stanthorpe Support ~ 1400 staff and studentsSupport ~ 1400 staff and students Majority of students study via distanceMajority of students study via distance

Divisional Structure Division ICT has three sections –Infrastructure and Systems Network Services; Sys Admin; Data Centre; Application Development & Support; DBA –Performance Measurement and Investment Management –Service Delivery Centralised Service Desk, Desktop Support, AV Support and Training

Support Support Services documented in Global Desktop Service Level Agreement (reviewed annually)Support Services documented in Global Desktop Service Level Agreement (reviewed annually) Faculties and Departments have individual Schedule of Services (reviewed annually)Faculties and Departments have individual Schedule of Services (reviewed annually) Product SLA’s currently in developmentProduct SLA’s currently in development Product and Services catalogueProduct and Services catalogue

Support hours are 8am – 5pmSupport hours are 8am – 5pm Regular maintenance weekendsRegular maintenance weekends Regular maintenance period every Wednesday 6am – 8amRegular maintenance period every Wednesday 6am – 8am Unscheduled maintenance – global alertsUnscheduled maintenance – global alerts Have spent over a year developing a change management processHave spent over a year developing a change management process

Tools Use HEAT call loggingUse HEAT call logging Have just adapted tool to incorporate change managementHave just adapted tool to incorporate change management Staff and students can log issues online via ICT Self ServiceStaff and students can log issues online via ICT Self Service USQAssist online self-help toolUSQAssist online self-help tool

Various inhouse wikis for knowledge sharing Service Desk manager produces weekly incident report for executive management team Report analyst maintains executive report dashboard

After Hours support In the past had desktop support staff on call-outIn the past had desktop support staff on call-out Staff and students dialled Help Desk number which diverted to after-hours mobileStaff and students dialled Help Desk number which diverted to after-hours mobile Support staff volunteered for roster, mainly seemed to be two staff who alternatedSupport staff volunteered for roster, mainly seemed to be two staff who alternated

Costs Support staff paid an allowance for on callSupport staff paid an allowance for on call CostCost –$9.61 per weeknight –$19.23 weekends, public holidays –Total, $86.51 per week Overtime rates for solving issues over phone, remoting in etc…Overtime rates for solving issues over phone, remoting in etc…

Call Out Paid a minimum of 4 150% of normal rate (200% for each hour > 4 hrs)Paid a minimum of 4 150% of normal rate (200% for each hour > 4 hrs)

In 2006 evaluated after hours support from Service DeliveryIn 2006 evaluated after hours support from Service Delivery 11 call outs were made in period of 6 months11 call outs were made in period of 6 months 7 of these were printer paper jams in student labs, with max time of ½ hr spent fixing problem (including travel)7 of these were printer paper jams in student labs, with max time of ½ hr spent fixing problem (including travel)

Decision was made to stop all after hours support from Support OfficersDecision was made to stop all after hours support from Support Officers After-hours support became responsibility of Infrastructure and Services section (sys admins; data comms etc)After-hours support became responsibility of Infrastructure and Services section (sys admins; data comms etc) After hours calls to Service Desk diverted to Voic After hours calls to Service Desk diverted to Voic

ICT provides an after-hours response to investigate and resolve major failures with core university systems outside of our normal operating hours of 8am – 5pm Mon to Fri

Information placed on ICT Web site outlining new support conditions as follows:Information placed on ICT Web site outlining new support conditions as follows: –After-hours support should only be contacted for incidents that affect the entire campus or site, or an entire ICT core service. –All support issues which do not fit into this categorisation should be logged through ICT self service and will be dealt with on the next business day

–Please ensure that you assess the relative severity and impact of the problem you are reporting. There are significant costs associated with after-hours call outs.

Paper jams now… Student daemons employed to work in the Library during peak periods on weekends.Student daemons employed to work in the Library during peak periods on weekends. Monitor other computer labs.Monitor other computer labs. Paper jams out of business hours dealt with next working day.Paper jams out of business hours dealt with next working day. Students the Service Desk.Students the Service Desk. Costs refunded or jobs reprinted as required by Service Desk.Costs refunded or jobs reprinted as required by Service Desk.

Extended Helpdesk Hours In the past trialled extended Student helpdesk hours to 6:00pm during peak periods for one semester.In the past trialled extended Student helpdesk hours to 6:00pm during peak periods for one semester. No demand to warrant continuing hoursNo demand to warrant continuing hours Current voic messages received after- hours average 5 per weekCurrent voic messages received after- hours average 5 per week

Follow the Sun Concept of ‘Follow the Sun’ for 24 x 7 support is regularly on the agendaConcept of ‘Follow the Sun’ for 24 x 7 support is regularly on the agenda If the University decides there is a business need for this, then ICT will adoptIf the University decides there is a business need for this, then ICT will adopt Current restructure of Student Management indicates this is likely to happen in the next couple of yearsCurrent restructure of Student Management indicates this is likely to happen in the next couple of years