minerva networks - field operations update · 2014. 11. 6. · minerva | knowledgebase 0 5 oct nov...
TRANSCRIPT
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Field Operations Update
Andy Crowe VP, Field Operations
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Faces in the Crowd
Andy Lucinda Rose
Boian
Tom Matt Albert
David Paul
Gordon
Sri
Dominick
Ina
Jarjis
Chhing Thuan
Eric
Mauricio
Alex
Lucia
Alex Blagoy Kalin Kristina
Gerry
Perry
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Minerva | Upgrade Promotion Update
• Upgrade Approach – Remote Service – Get system in place for testing – Help with Cutover
• Numbers – 36 total upgrades – 10 finished cutover – 11 in test – 15 in process
• Challenges – Volume of work – YourTV Sign-on – MSCS birthing pains – Security
• Resolution – YourTV 1.3.2 – iTVFusion 5.7 SP3 – MSCS 1.2 – Red Hat Update Policy
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Minerva | Making progress…
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Minerva | YourTV Branding Process
• Benefits – Brand awareness
– Ease of use
– Color scheme
• YourTV Products Branded – iPhone app
– iPad app
– Android phone app
– Android tablet app
– PC client
• Services – Provide branding
requirements
– Create binary packages for submittal to app stores
– Verify binaries for submission
– Guide through submission process
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SUPPORT UPDATE
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Minerva | New and Closed Tickets
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Tickets Submitted
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Minerva | Average Response Time (hours)
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1 - Critical
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Minerva | Knowledgebase Articles
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KB Articles Written
KB Articles Written
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Minerva | Knowledgebase
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Articles Viewed
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Minerva | Support Improvements Needed
• Response Time
• Resolution Time
• Customer Satisfaction – Tickets
– KB articles
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THANK YOU