west virginia university office of information technology support services one stop shopping for it...
TRANSCRIPT
Support Services
West Virginia UniversityOffice of Information Technology
One Stop Shopping
For
IT Support Services
Sid Morrison
Director, OIT Support Services
Support Services
West Virginia UniversityOffice of Information Technology
Copyright Notice
Copyright Sid Morrison, 2002. 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.
Support Services
West Virginia UniversityOffice of Information Technology
Background and History
Decentralized Campus– Centralized Administrative Support– Focus on Financials and Student Records– Little or no Academic Support– Small Independent IT Units in Colleges– Outsourced Data Center
Support Services
West Virginia UniversityOffice of Information Technology
Background and History
Independent Computer Units Within IT– Duplications of Effort– Lack of Communications– Single Function Support– Multiple Help Units– Lack of Historical Data
Support Services
West Virginia UniversityOffice of Information Technology
Background and History
Holes in the Service Offering– Faculty/staff/students purchasing from retail outlets
Not compatible with campus systems/networks Would not meet their needs
– Employees calling for assistance Round robin handoffs Eventually gave up out of frustration
– No support services for students
Support Services
West Virginia UniversityOffice of Information Technology
Background and History
Holes in the Service Offering (Continued)– No tracking of problems
Calls lost or forgotten No response or resolution to caller
– Multiple numbers to call for service User had to diagnose problem to determine who to call User had to maintain a list of contact numbers Users contacted specific individuals for specific problems No backup assistance if primary was not available
Support Services
West Virginia UniversityOffice of Information Technology
Result:
Lack of Credibility in IT
Support Services
West Virginia UniversityOffice of Information Technology
About 5 years ago, we set out to fix these problems
New CIO who had: Vision Strategic Plan Experience Change Agent
Support Services
West Virginia UniversityOffice of Information Technology
The Support Vision
Centralized support agency Single point of contact Incident tracking and reporting Services for students Hardware, software, & networking standards Purchasing advice and assistance
Support Services
West Virginia UniversityOffice of Information Technology
Realistic View
Problems did not occur overnight– Will take some time to fix
We will have resistance to change– Users accustomed to old methods
We must overcome lack of credibility
Support Services
West Virginia UniversityOffice of Information Technology
Step 1: Create a Stable Core (1998)
Start by merging the most stable services– The most mature help desk– Desk-side support– Microcomputer repair service
Survey and select help desk software– Full featured product desired– Compatible with existing data and a planned Oracle
system
Support Services
West Virginia UniversityOffice of Information Technology
Step 1 Organization
Customer Support
Help Desk Desk-side SupportMicrocomputer
Repair
Support Services
West Virginia UniversityOffice of Information Technology
Product Selection
MAGIC Total Service Desk Network Associates Incident tracking and reporting Severity level assignment and escalation Knowledge base Self service help desk
Support Services
West Virginia UniversityOffice of Information Technology
Step 1 – Problem
Magic on Oracle Oracle accepted as campus standard Vendor claimed support for Oracle Delay due to DBA staff dedicated to ERP Attempts to interface Magic with Oracle failed NAI technical support wasn’t helpful Moved to MS SQL Server Lost nearly 9 months
Support Services
West Virginia UniversityOffice of Information Technology
Step 2 – Start Expansion (1999)
Create Technology Support Center (TSC) Focus on service to students/parents Sales assistance and discounts Student computer repair Internet connection in residence halls Collaborative with Student Affairs Merged Microcomputer Repair unit into TSC
Support Services
West Virginia UniversityOffice of Information Technology
Step 2 Organization
Customer Support
Help DeskTSC
Desk-sideSupport
MicrocomputerRepair
Support Services
West Virginia UniversityOffice of Information Technology
Step 3 – Management Structure (2000)
Upgrade Associate Directors position
Put new Director in place
Merge other service units under Director– Computer Consulting– Training– Electronic Mail Support– Computer Account Management
Support Services
West Virginia UniversityOffice of Information Technology
Step 3 Organization
Director ofCustomer Support
Help DeskTSC
Desk-sideSupport
MicrocomputerRepair
ComputerConsulting
Training
E-MailSupport
AccountManagement
Support Services
West Virginia UniversityOffice of Information Technology
Step 4 – Service Expansion (2001)
Merging other (single function) help desks
Single phone call for:– Telecommunications– Networking– Information Systems– Financial Applications– Training– Consulting– Repair
Support Services
West Virginia UniversityOffice of Information Technology
Step 5 – OIT Reorganization (2002)
Create Support Services Department
Merged more services under the umbrella– Public Relations– Student Labs– Assistive Technologies– Campus Wide Software Licensing– Test Scanning and Scoring– Student Portal Support
Support Services
West Virginia UniversityOffice of Information Technology
Step 5 (Continued)
Expand function of existing services– Dell Warranty Repair Center– Help Desk Self Service– Help Desk call recorder– Recover outsourced electronic mail services– Administrative hardware purchases – Procurement card purchases– Partnership with H/R Training
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Customer Service Center (CSC)– Help Desk– Desk-side Support– Knowledge management– Severity level management– Incident tracking and reporting
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Technology Support Center (TSC)– Sales assistance and advice– Computer repair services– Warranty repairs– Hardware standards– Parent/student public relations– Virus control– Student connectivity– Vendor relations
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Training and Publications Services (TPS)– Scheduled & unscheduled workshops– Web page support– Electronic Theses and Dissertations support– Workshop documentation standards– Training Lab Management
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Academic Information Services (AIS)– Student labs– Assistive Technologies– Scanning and scoring service– Computing and Technology Fair
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Technical Support Services (TSS)– Electronic Mail Support– Student Portal Support– Account Management Services– LISTSERV Support– Project Management
Support Services
West Virginia UniversityOffice of Information Technology
OIT Support Services
Management and Administration (M&A)– Quality Control– Public Relations– Software Site Licensing– Policies and Procedures
Support Services
West Virginia UniversityOffice of Information Technology
Step 5 Organization
Director ofOIT Support Services
CSCTSC
MicrocomputerRepair
TSS TPS
E-MailSupport
ETDHelp Desk
Desk-sideSupport
LISTSERV
AccountManagement
Web Services
AIS
Student Labs
Assistive Technologies
Support Services
West Virginia UniversityOffice of Information Technology
Changing the Culture
Overcome resistance to change– Communicate, communicate, communicate– Play up key features of interest to detractors
Overcome lack of credibility– Consistent track record of success– Communicate, but deliver on promises
New system installation– Stick with what the vendor guarantees– Escape clause in contracts
Support Services
West Virginia UniversityOffice of Information Technology
What’s Next
Year of Control– Standards– Performance measures– Planning
Regional Campus Support– Help Desk– Sales & Service– Training
Support Services
West Virginia UniversityOffice of Information Technology
Thanks for Attending
Slides will be available at:
www.wvu.edu/~support/support_services_slides.pdf
after 7/1/2002