IT-UNM Meeting October 10, 2012

Following are the issues that non-IT-Department IT staff experience with IT Customer Support:

IT Tier 0 Lack of indexing/keywords in FastInfo, searches do not turn up pertinent answers to the questions

asked. (2)

Information about infrastructure in buildings would help IT staff provide support services in their buildings, such as list of active network ports.(2)

Major Outage information on alerts.unm.edu can’t been seen when the network is down.

Why do the Help.UNM surveys require re-authentication? Looks broken, extra step, paranoia, etc. Please explain when the survey is requested.

Could knowledge be on it.unm.edu and searchable?

List of who-does-what in IT so can have direct communication

IT Tier 1 Help.UNM interface is difficult to use/ understand. Not intuitive. Not designed for self-service. (4)

o Have to call 7-5757 to know how to categorize the ticket so it goes to the right person. Shouldn’t have to know the service catalog to find a service.

o Help.UNM Continue boxes are confusing o Help.UNM search is useless Translation of a technical issue to the Service Desk can change

the message so that the technician picking up the ticket fixes the wrong problem. o Self-service tickets get mis-routed, causing delays in service delivery. o No search or sort of tickets entered.

Say how tickets are prioritized – share the process – so we can learn the language of the Service Desk and so tickets get handled appropriately.

After-hours extended support for iDevices to change data plan, etc.

IT Tier 2 No follow-up on breached tickets. Requestor can’t see if ticket updated. No communication.

Sometimes tickets have disappeared and dropped off of list with no work or communication. (3)

Going through the Service Desk/Help.UNM slows down service because there is no technical knowledge at the Service Desk to know how to address a technical issue or when to escalate. (4)

Would like to be able to put a ticket in directly to a technician.

Areas Requiring Advanced Technical Information/Consulting LAMP stack questions for departmental Web pages (2).

Infrastructure: network, power, data center, storage (3)

IT Customer Support Tammy Jo Martinez, Director IT-UNM Meeting

IT Customer Support Services October 10, 2012

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Customer Support

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“The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.” Jeff Bezos, Amazon

“Failure is simply the opportunity to begin again, this time more intelligently.”

Henry Ford

Today’s Topics

• Level-set on IT Customer Support Model

•Historic Discussion on Tier 2 Support

•Brainstorm

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IT Customer Support - General

• Many ways to get help for IT services

• IT uses many ways to manage costs:

• Tiered services, starting with self-help

• Help Desk staff saves more expensive technician time

• Students along side staff on the Help Desk • Reduces costs by 75% and increases technician productivity

• Ticketing tool to transfer tickets between IT, HSLIC, UH

• Better systems/apps reduce the need for support

• Service Level Agreements manage expectations of paid-for services

• All services can and will improve 4

Tier 0 = Self-Help

• Fast Info

• IT.unm.edu

•Google

•Product vendor HELP pages

•User Groups

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Tier 1 = Service Desk (Human Intervention)

• UNM IT Service Desk call center 505-277-5757 • Service Desk Fulfills Request

• UNM IT Walk-in Centers • Phone & iDevice: Building 255 • LoboBrain Bar for everyone in Casas del Rio • Equipment Warranty & Repairs: HW Maintenance/Wksta Mgt

• Help.UNM.edu to enter tickets • Modify = standard priority • Break/Fix = high priority

• Partner IT Support of Enterprise System Customers • HSLIC • University Hospital, Sandoval Regional Medical Center (SRMC) • Finance Systems Management (FSM), HR/Payroll • WebCT

• Tier 1 Departments on TAT Listserv (3/2011) 6

Tier 2 = Technical Intervention

• Tickets prioritized 0-6 according to impact & urgency • Life Safety

• Number of buildings/people impacted

• Academic & Administrative calendar deadlines

• Significant impact on the delivery of instruction

• What is acceptable delay to restore the service

• Significant risk to safety, law, rule, or policy compliance

• Priority 0-2 tickets page the technician

• After hours 277-5757 message • Pages Manager on Duty (MOD) who assigns priority and handles

Priority 1 outages 24/7

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UNM Incidents & Service Requests

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Accounts ~= password changes Comm & Collab~= Phones, cellphones, email

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2012 IT Help User Satisfaction

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Discussions To-Date

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Tier

2 D

iscu

ssio

n

•2010

•6+ months meeting

•Need more accessible depth of tech knowledge

•Need to ensure appropriate triage of tickets

HEL

P.U

NM

Imp

lem

enta

tio

n

•2011

•New Director

•New Service Catalog

•Collaboration with HSC

•New Ticketing System

Oct

ob

er, 2

01

2

•Help.UNM re-alignment of services

•Re-assess T2 needs

2010/2011 Tier 2 Discussion

• IT: Tracy Hart, Ann Swancer, Dianne Byrd, Jerry Gonzales, Andrea Rodgers

• UH: Mike Campbell,

• Valencia: Hector Mejia,

• OVPR: Brian Christian

• Student Affairs/ARC: Bob Christner

• Law: David Farris

• Libraries: Kathleen Garcia

• Student Life: Mark Garcia

• ASM: Sean Smock

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Participants

2010/2011: Areas Needing Tier 2 Support

• Windows • AD connectivity, Windows Activation Server

• Network & Security • WAN connectivity, firewall, IP addresses, WCCP router, DHCP

sniffing, VPN, Pxe booting

• Applications • Banner, Banner feed, One-stop Cashiers, Hyperion, ODS Imports,

Email/GroupWise, Learning Central,

• Platforms • Backups, VMware

• Voice 14

2010/2011: Report of 3/2011

Suggestions

• Identify departmental T1 support people • VIP Customer list

• Available on-call like IT staff to resolve tickets

• IT Service Desk script for impact & urgency

Actions

• Identified T1 departments

• Added to TAT listserv to receive: notification on Changes, Emergency RFCs, P1 Reviews, Future schedule of changes, Project Requests & Plans

• Off-hours emergency MOD coverage via 7-5757 to handle off-hour outages, if P1

• VIP Customer approach on hold

• Windows and Networking staff to meet with Departmental T1

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2010/2011: Where we left it

• IT Staff Transitions • TJ Martinez starts March 2011

• Tracy & Ann changed jobs

• Help.UNM go live in September, 2011 • Live with it for a period & re-evaluate

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2012 IT Support Issues

•Gallery Walk to Collect 2012 Issues & Needs

• Issues & Concerns by Tier of Support (3 charts)

• Areas of Tier 2 Technical Access (1 chart)

• Tech area/Dept/End User

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Suggestions Brainstorm

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What will we do with this info?

• Input to improving services and customer support

• Help 4.0 ‘vanilla’ in November

• Keyword & Category clean-up in November

• Engage IT Tech areas on how they are available to accommodate these ideas,

• Nov/Dec: Analysis & plan development

• Re-engage Campus IT support entities

• January, bring plan to IT-UNM for feedback/approval

• Execute the plan

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Was this dialog helpful?

What worked What to change next time

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QUESTIONS?

TJ Martinez tjm@unm.edu 505 277-0690

Jane McGuire jmcguire@unm.edu 505 277-3378

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