1 / 37

IS 483 Lecture 7

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

nicholai
Download Presentation

IS 483 Lecture 7

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. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. IS 483 Lecture 7 IT Services and IT Risk Management Lecture 7 Oct 24 2005

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. Help Desk Duties • On IT trends the help desk may be asked to: • Collect information • Distribute information • Evaluate information Lecture 7 Oct 24 2005

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. 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

  19. 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

  20. 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

  21. 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

  22. 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

  23. 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

  24. 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

  25. 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

  26. Training and the Total Cost of Ownership Lecture 7 Oct 24 2005

  27. 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

  28. 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

  29. 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

  30. 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

  31. 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

  32. 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

  33. 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

  34. 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

  35. 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

  36. 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

  37. Next Week • http://facweb.cs.depaul.edu/nsutcliffe/483-00Currwork/LinksWeekly.htm#8 Lecture 7 Oct 24 2005

More Related