Missouri State University Computer Services - Management Information Systems

1. Missouri State UniversityComputer Services -Management Information Systems Presents Management Information Systems Incident Tracking System (MIS-ITS)

2. Frank WilliamsMIS CoordinatorGreg SniderDatabase Analyst Presenters:

3. Missouri State University • Located in Springfield, Missouri • Founded in 1905 • 2nd largest university in Missouri • About 20,000 students • 150 undergraduate programs and more than 40 graduate programs • Campuses in West Plains, Mountain Grove, and a branch campus in China • Public Affairs Conference – April 19-21

4. Mission Statement: Public Affairs Missouri State University is a multi-campus metropolitan university system with a statewide mission in public affairs, whose purpose is to develop educated persons while focusing on five themes: professional education, health, business and economic development, creative arts, and science and the environment.

5. Missouri State University

6. Why Did We Do This • A better way to monitor application issues • Some incidents were reported verbally • May get lost in the shuffle • Often the team leader received the call, resolved the issue, and reported to the users • Do trends analysis and better follow up • Inform management of issues

7. What We Needed We needed an adequate incident tracking system (ITS) and problem management We needed a system that would allow us to control, improve, and simplify incident tracking, and analyses We needed to provide a better way to communicate production issues to management

8. Who Was Involved The MIS Coordinator Database Analyst Systems Analysts

9. What We Did Meetings and Brainstorming sessions Prototypes, changes, and testing Rollout to the MIS staff Incident Tracking System (MIS-ITS) Centralized database Reported issues from users Alerts the development staff Track the incident to its resolution

10. Obstacles • What was an incident, task, or project • Is a “question” an incident •  Sell the idea (or need) to the MIS staff • Staff’s concern that it would be used to monitor their work

11. Project Dates First meeting – 9/20/04 Alpha testing begins – 03/03/05 Beta testing begins – 03/23/05 “Go live” date – 4/24/05 Web self-service (est.) – 06/01/06

12. Business Rules • Used to enforce policies and procedures • Can be used to: • Send emails • Escalate the problem • Take action when an event occurs

13. Business Rules Priorities •  Priority 1 - Immediate •  Priority 2 - Medium •  Priority 3 - Low •  Priority 4 - Information Only •  Priority 5 - Request

14. Business Rules • Notify if priority 1 open more than 3 hours •  Notify if priority 2 open more than 3 days •  Escalate priority 3 to 2 after 1 week •  Notify if priority 4 open more than 2 weeks •  Email on ticket creation •  Email on assignment

15. Reports • Incidents by call type • Incidents by customer to tracker • Incidents by customer • Incidents by source • Incidents by tracker • MIS open incidents

16. Reports MIS Calls by call type and category Calls entered since 01/01/05 Batch 215 Calls Data Error 37 Calls ePortfolio 38 Calls Imaging 1 Calls Online 48 Calls PowerFAIDS 3 Calls Query 125 Calls R25 28 Calls Server-PC 9 Calls Utilities 33 Calls WEB 77 Calls

17. Reports MIS Calls by call type and category Calls entered since 01/01/05 WEB 77 Calls Abend 10 Calls Authority 28 Calls Data 15 Calls Internal Server Err 3 Calls Other 20 Calls

18. Reports Abend 10 Calls 00028550 Lenord was getting an error due to invalid systax in the web page (DBS0300.asp) Lenord D Jr McGownd Greg Snider Closed 2006-01-12 00028557 From: Gosselink, Carol A Sent: Wednesday, January 11, 2006 4:43 PM To: Management Information Systems Subject: Changing My Info My department needs to be changed to PSYCHOLOGY rather than GERONTOLOGY. I tried to change it and got an error message. This is when I was viewing the workshops for which I have enrolled. Thank you. Carol A. Gosselink Frank Williams

19. Functionality  ITS offers a flexible solution for tracking, sorting and analyzing incident data Minimizes confusion and lost requests  Emails are sent to the development teams immediately Online “Help” and a User’s Guide Add attachments to calls Soon to be web-enabled for the user

20. Outcomes • Sped up problem resolution • Improved efficiency due to a searchable database of past issues and resolutions • Managers are “in the know” • Improved reporting and searching capabilities • Provided a self-service web application for logging incidents

21. Outcomes • Reduced the chance of misplacing an incident • Improved communications with email alerts to all interested parties • Performs analysis and trend reporting • Tracks corrective actions - responsible person, target date, and closed out date

22. Incidents to Date 792

23. What Next • We have completed most of what we set out to do • Currently, we are developing more tracking and trend reports • The major task that remains is the “full” rollout to our user community

24. Lessons Learned • Allow more time to design and develop reports • Develop better methods to locate trends to the program level • Should have demonstrated to staff sooner for input • Intense post-implementation monitoring

25. IT’S Demo Time Greg

26. Missouri State UniversityComputer Services -Management Information Systems Thank You! Questions and Answers?