is 483 lecture 7
Download
Skip this Video
Download Presentation
IS 483 Lecture 7

Loading in 2 Seconds...

play fullscreen
1 / 37

IS 483 Lecture 7 - PowerPoint PPT Presentation


  • 102 Views
  • Uploaded on

IS 483 Lecture 7 . IT Services and IT Risk Management. Agenda. Exercise on IT Operations IT Services The Help Desk CSD / Consolidated Service Desk CMIC / Consolidated Management Information Centers Training End Users IT Staff Service Level Agreement

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'IS 483 Lecture 7' - nicholai


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
is 483 lecture 7

IS 483 Lecture 7

IT Services and IT Risk Management

Lecture 7 Oct 24 2005

agenda
Agenda
  • Exercise on IT Operations
  • IT Services
    • The Help Desk
      • CSD / Consolidated Service Desk
      • CMIC / Consolidated Management Information Centers
    • Training
      • End Users
      • IT Staff
    • Service Level Agreement
  • NEXT WEEK – QUIZ for In-Class – Homework for DL

Lecture 7 Oct 24 2005

exercise
You are newly named IT operations manager for the newly formed Western U.S. region of a large national accounting firm that specializes in small and mid-sized clothing retailers. The first task is building a data center that will handle 16 offices in California, 10 in Oregon, 6 in Nevada and 5 in Arizona.

When choosing a data center location, describe the 2 most important considerations in each category: security, disaster recovery, network management, and data center operations.

Exercise

Lecture 7 Oct 24 2005

help desk
HELP DESK
  • Consolidated Service Desks (CSDs) to the new
  • Consolidated Management Information Centers (CMICs)Central point of contact for solving technical problems through support and information

Lecture 7 Oct 24 2005

help desk duties
Help Desk Duties
  • SUPPORTS “people” side(especially in a distributed computing environment_
  • COORDINATES with user training on
    • Hardware
    • Software
    • Procedures
    • Policies

Lecture 7 Oct 24 2005

help desk duties1
Help Desk Duties
  • Problem Processing (TICKET system)web enabled
    • Log problems
    • Determine nature of problem
    • If possible, resolve problem and log resolution
    • If not, route problem to higher levels by logging escalation to relevant role (detailed below)

Lecture 7 Oct 24 2005

help desk duties2
Help Desk Duties
  • Assist end-users on
    • Business controls found in various applications
    • Recovery management techniques after various disasters that were
      • Natural or
      • Man-made

Lecture 7 Oct 24 2005

help desk duties3
Help Desk Duties
  • Evaluate new applications for inclusion on the distributed network in terms of the needs of
    • End-user groups
    • IT control groups

Lecture 7 Oct 24 2005

help desk duties4
Help Desk Duties
  • On IT trends the help desk may be asked to:
    • Collect information
    • Distribute information
    • Evaluate information

Lecture 7 Oct 24 2005

help desk duties5
Help Desk Duties
  • Part of the IT planning group
  • Responsible for gathering planning information on IT problem aversion
  • Have expanded over time

Lecture 7 Oct 24 2005

help desk relies on
Help Desk relies on:
  • Programmers
  • Network engineers
  • Desktop support specialists
  • Clerical assistants for:
    • Coordinating schedules
    • Getting supplies
    • Managing backups
  • Trainers for application software
  • Team Leaders
  • Technical recruiters

Lecture 7 Oct 24 2005

help desk history
Help Desk History
  • Mainframe Era –user manuals on site training sessions
  • Decentralized Era – user manuals on site training + on site specialists help screens
  • Distributed Era –Centralized Help Deskhelp screens + help desk for internal corporate users

Lecture 7 Oct 24 2005

help desk now
Help Desk NOW
  • In Internet EraInformation Center thru Consolidated Service Desk (CSD)
    • help desk extended through web to external constituents
    • telephone based using ACD (automatic call distribution) for routing
    • Computer to telephony integration (CTI) then added for intelligent queuing

Customer Management Interaction Center

    • Route service requests (web/telephone) to (agent, application, customer information marts)

Lecture 7 Oct 24 2005

support delivery types
Support Delivery Types
  • FTP (file transfer protocol)
  • Web engines
  • FAQs
  • Discussion groups
  • Knowledge Base (a data base of problems and solutions)
  • Problem ticket system (see above)

Lecture 7 Oct 24 2005

successful tactics
Successful Tactics
  • Help Desk Agent Support
    • Technically trained
    • Reponsive and cool under stress
  • Leveraging Agent with
    • FAQs
    • Expert systems
    • Knowledge base
    • On-line chat rooms
    • Support from super users
    • Customer surveys

Lecture 7 Oct 24 2005

successful tactics1
Successful Tactics
  • Check-back Procedure Usedagents call users back to ensure satisfaction with resolution
  • Periodic Status Reports to Users on Open Problems
  • Forecasting and Planning staffing isbased on call patterns and volumes

Lecture 7 Oct 24 2005

successful tactics2
Successful Tactics
  • Developing a Call Reduction Strategy
    • Categorize calls by type and technology
    • Conduct analysis identifying root common causes
    • Fix application
    • Train user

Lecture 7 Oct 24 2005

successful tactics3
Successful Tactics
  • Publicity on Escalation Policy and Proceduresend users should all understand when and why problems will escalate up the tiers
  • Service Level Agreements (SLAs) between tiers defining a CLEAR PROBLEM SEVERITY POLICY

Lecture 7 Oct 24 2005

help desk foundation standards
Help Desk Foundation: Standards
  • Controls the knowledge needed to support users
  • Supported Product List allows all to share identical version or level
  • Reduces complexity for problem isolation and resolution
  • Limits vendors and supplier interfaces with help desk
  • Reduces training needs

Lecture 7 Oct 24 2005

help desk tools
Help Desk Tools
  • ACD Automated Call Distribution
  • CTI Computer-to-Telephony Integration
  • Integration with CRM Customer Relationship Management
  • FAQs: Frequently Asked Questions
  • Self-diagnosis tools: end user can analyze cause of problem with ability to offer solutions
  • Software Deployment (SD) for managing desktops

Lecture 7 Oct 24 2005

outsourcing help desk issues
Outsourcing Help Desk Issues
  • Performance
    • What is the level now?
    • What is the level needed?
    • How much is from the morale (dead end) perceptions?
  • Staffing
    • Is turnover a problem now?
    • Is finding skilled staff a problem?
    • Is burnout a problem?
    • Is staffing for peaks and valleys a problem?

Lecture 7 Oct 24 2005

outsourcing help desk issues1
Outsourcing Help Desk Issues
  • Culture
    • Does culture support customer hand holding?
    • Does culture support the “lean and mean” model with lower costs the primary goal?
  • Cost
    • Can multiple customers share cost?
    • Can organization upgrade staff without breaking the bank?

Lecture 7 Oct 24 2005

training
Training
  • End Users are interested in HOW to use the technology
  • IT Staff members are interested in HOW to use the technology and HOW to manipulate the technology to meet goals

Lecture 7 Oct 24 2005

training determining need
Training – Determining Need
  • Potential trainees tell you
  • Customers tell you about their needs that your internal staff is not meeting
  • Anticipating skills needed before actually needing them

Lecture 7 Oct 24 2005

training risks
Training Risks
  • Rationales presented to avoid training current staff
  • Risk #1 – employee takes training and then leaves firm
    • Most leave firm because of boss, not from training\
    • Be honest and discuss with potential trainees
    • No magic answer –
    • Contract can be last resort
  • Risk #2 – employee forgets the training
    • Managers must time skills training close to skills use

Lecture 7 Oct 24 2005

training impacts on tco productivity
Training Impacts on TCO & Productivity
  • Some increase TCO and decrease productivity
    • New s/w with same level of functionality
    • Providing effective training
    • Training at the wrong time
    • Limited user knowledge
  • Some increase TCO and increase productivity
    • Process related rather than application specific
    • Additional functionality
    • Migration / Rollout with more functionality

Lecture 7 Oct 24 2005

training impacts on tco productivity1
Training Impacts on TCO & Productivity
  • Some decrease TCO and increase productivity
    • FAQs from help desk
    • Training new users
    • Retraining existing users on functionality that they may have fogotten

Lecture 7 Oct 24 2005

training types
Training Types
  • Dedicated training centers:e.g. vendor certification programs
    • Advantages
      • Good for small firms
      • No workplace distractions
      • Morale builder
      • Student interaction
    • Disadvantages
      • Higher costs
      • Student is offsite

Lecture 7 Oct 24 2005

training types1
Training Types
  • In-house training centers:e.g. business applications, personal productivity applications
    • Advantages
      • Can hire instructors on an as-needed basis
      • Lower costs than dedicated on a per trainee basis
      • Customized training programs
      • Frequency of offerings tailored to firm’s needs
    • Disadvantages
      • Students must attend when course in offered
      • Higher fixed costs
      • Higher coordination costs

Lecture 7 Oct 24 2005

training types2
Training Types
  • Internet Hosted Classes (web-based training)
    • Advantages
      • Self-paced – easier to fit schedule
      • Modest cost
    • Disadvantages
      • Difficult to get questions answered

Lecture 7 Oct 24 2005

training types3
Training Types
  • Computer-Based Training (CBTs): e.g. hardware / software productsAdvantages
      • Self-paced – easier to fit schedule
      • Modest cost
    • Disadvantages
      • Simulators need their own network – never production
      • Difficult to get questions answered

Lecture 7 Oct 24 2005

training types4
Training Types
  • Distance Learning (web based) for IT staff
    • Advantages
      • Self-paced – easier to fit schedule
      • Questions can be answered
      • Some interaction with other students
    • Disadvantages
      • Higher costs
      • Finding good fit between needs and offerings

Lecture 7 Oct 24 2005

service level agreement
Service Level Agreement
  • Use with CMIC (Customer Mgt Info Ctr.)
    • Clarifies escalation
    • Clarifies problem severity policies
    • Who does what
    • Reasonable resolution time frames
    • Can emphasize standards in force
  • Use with training
    • Clarifies end user training availability
    • Clarifies end user support services

Lecture 7 Oct 24 2005

term project sla or rfp
Term Project: SLA or RFP
  • Due week 11
  • Request for Proposal is a team project
  • Service Level Agreement is an individual project

http://facweb.cs.depaul.edu/nsutcliffe/483-00Currwork/483asgn3choice.htm

Lecture 7 Oct 24 2005

quiz next week
Quiz next week
  • Will cover material from weeks 5-7 lectures and readings.
  • DL will find their homework assignment on COL – will be due at time of next week’s lecture

Lecture 7 Oct 24 2005

next week
Next Week
  • http://facweb.cs.depaul.edu/nsutcliffe/483-00Currwork/LinksWeekly.htm#8

Lecture 7 Oct 24 2005

ad