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SupportU 24x7: Implementing and Maintaining a Co-Managed Help Desk

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Presentation on theme: "SupportU 24x7: Implementing and Maintaining a Co-Managed Help Desk"— Presentation transcript:

1 SupportU 24x7: Implementing and Maintaining a Co-Managed Help Desk
Samual Penn, Technical Support Center Manager, University of Northern Colorado Ryan David Rose, Director Core Services, University of Northern Colorado Copyright University of Northern Colorado This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2 University of Northern Colorado
Founded in 1889 10,000 undergraduate students 2,000 graduate students 450 faculty 569 classified staff Information Technology a division of Finance and Administration Approximately 70 IT Team Members Core Services Technical Support Center Network Communications Midrange Services (Server Group) IT Security Group

3 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Outline History Research Evolution of Support Financial and RFP processes Results Lessons Learned Future Considerations Question and Answer Educause Balancing Acts: Making IT Work for Everyone

4 Educause 2009 - Balancing Acts: Making IT Work for Everyone
History Support Hours / Staffing Levels Organizational Structure Best Practices / Training Work Flow / Service-Levels Telephony Service Management Application / Self-Help Reporting / Accountability Customer Service Educause Balancing Acts: Making IT Work for Everyone

5 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Research Need for additional support hours Online learning use continued to become more prevalent Smart Classroom technologies Internet access Access management Administrative systems (SIS, Finance, Payroll, etc.) Service Requests Type Quantity Time of entry Industry Best practices ITIL HDI Benchmark institutions Erlang formula Educause Balancing Acts: Making IT Work for Everyone

6 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Evolution of Support Phase I - Extended hours (7:00am – 12:00am Mon.-Fri.) Phase II - Extended hours (10:00am – 7:00pm Sun – Sat) Phase III – Extended hours On-call support Services Online learning support Nights, weekends and holiday (university closures) Password management Service Level Agreements Educause Balancing Acts: Making IT Work for Everyone

7 Financial and RFP Process
Co-Managed Solution Insource vs. Outsource Staffing level Impact (FTE and student) RFP Process State personnel regulations (Classified staff) Life of contract – 3 years vs. 1 year Review process Responses Who reached out? Establishing expectations Budget Overview and funding model RFP available on Educause site Educause Balancing Acts: Making IT Work for Everyone

8 Evolution of Support Cont…
Co-Managed Solution Service Management Application Setup Ticket Structure – phased approach Ticket Detail / Call Script Escalations and Notifications Entry Methods Phone, Client Database / Department / Configuration / Reporting Telephony Overflow Queues and Routing Knowledge Base and Support Staff Training Documented Knowledge Institutional Knowledge Communication to campus Educause Balancing Acts: Making IT Work for Everyone

9 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Results Framework Best Practices /Training Process Escalations Customer Service Lifecycle On-going training / On-site visits SupportU 24/7/365 - Single Point of Contact Live Self-Help Service Management Software Communication Categorization Customer Service Survey Reporting Projects / Additional Services Educause Balancing Acts: Making IT Work for Everyone

10 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Lessons Learned Common Language Call Script “Seamless” support Shared Ticketing System ITIL Best Practices SLA’s Client Call Back QA of contracted support staff Outsourcing vs. Co-Managed support Permissions/Security Resource Management Hours of operation Contacts/Availability Weekly Meetings – Account Representatives and Operations Teams Institutional Knowledge Educause Balancing Acts: Making IT Work for Everyone

11 Future Considerations
Support Application Chat Expanded Survey and Reporting More broad use of ticketing application for university departments (Functional Areas) Co-Managed Staff Dedicated Night/Weekend Support Specialized/Immediate Response (Blackboard ) Client Call Back Account Access Permissions Quality Assurance On-Campus Staff Decreased On-Call Coverage for meetings and staff outage Educause Balancing Acts: Making IT Work for Everyone

12 Educause 2009 - Balancing Acts: Making IT Work for Everyone
Question and Answer Educause Balancing Acts: Making IT Work for Everyone

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