1. Information Technology at Emory IT Briefing October 2003

2. Information Technology at Emory Information Technology Division Technical Services IT Briefing Agenda 10/21/03 Email Alias Client Services Update Electronic Support Request Barbara Anderson & Elizabeth Bell Marcy Alexander Karen Jenkins

3. Information Technology at Emory Information Technology Division Technical Services Electronic Support Request (ESR) New Electronic Support Request Service Increases response time –Eliminates SPAM tickets 8 out of 10 email created tickets are SPAM 10,000 spam tickets created within 24 hours SPAM tickets with null from create loop and lock email functionality –Separate support queue Increases ticket information –Form captures contact information including building and dorm information –Spawns additional forms based on subject Fully replaces current email solution –Eventually help@emory.edu will send a message to the user with the url to the web formhelp@emory.edu

4. Information Technology at Emory Information Technology Division Technical Services Layout and Processing Main Form NetID, Status, Help Desk, Subject, And Description Student, Faculty, or Staff? LDAP Lookup Execute LDAP lookup Authenticates? Contact Info. Form Name, number, Email, location Process Subject Determine subject type Need Subject Details? Subject Forms Request information based on subject type Confirmation Confirm to user service request was submitted Create Ticket Populate ticket, Route to appropriate help desk Yes No

5. Information Technology at Emory Information Technology Division Technical Services Demonstration http://sycorax.cc.emory.edu:81/TS/HELP/

6. Information Technology at Emory Information Technology Division Technical Services Schedule Phase 1 complete ESR Beta testing Operational Phase 2 On-going enhancements 11/3/03 11/14/03 11/24/03 1/2/04 As needed

7. Information Technology at Emory Information Technology Division Technical Services

8. Information Technology at Emory CS Update and Overview October 21, 2003 Marcy Alexander Manager, Client Services Technical Services

9. Information Technology at Emory Information Technology Division Technical Services Client Services Organizational Chart 09.03.02

10. Information Technology at Emory Information Technology Division Technical Services Client Services Organizational Chart 10.21.03

11. Information Technology at Emory Information Technology Division Technical Services Who are we? Call Center, 727-7777 Open position, Lead Linda Ellis, Local Support, Lead Joe Nash Randy Phillips Mark Small Randy Walton Students: Josh Streed Graham Wells Michael Portnoy Recruiting 2 FTE grad students Client Services Development Karen Jenkins, Lead Charles Denard Andrew Kincaid Craig Myers Al Shelton Tommy Stripling Software Distribution, 727-4741 Zorah Yaqub Student: Neil Konn

12. Information Technology at Emory Information Technology Division Technical Services Working Model Tier 3: System Support enterprise system support for core services Tier 2: Client Services Development resource to Local-L and other IT units IT Briefings @ Emory Tier 1: Call Center – 727-7777 Tier 0: Self-Help Magic TSD, Knowledgebase/custom resources ITD Website redesign, Tech Professionals tab

13. Information Technology at Emory Information Technology Division Technical Services Call History 2001-2003

14. Information Technology at Emory Information Technology Division Technical Services Call Process for Local Support All calls to 727-7777 Voice menu to direct call by support need Press 1 for Account Support Press 2 for Network Support All other calls press 3 Designated though unpublished option for LS  Linda Ellis with roll over to Tier I FT staff

15. Information Technology at Emory Information Technology Division Technical Services Call Process for Local Support Goal is to expedite escalation and provide personal contact to LS. Linda will steward your call through Tier 2 and Tier 3 Quality assessment initiated by Linda for LS Service assured with cross training