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Phase IIB Project Managers Meeting

Morning Session for PM’s Guilford TCC Applied Technology Center Auditorium Jamestown, NC September 22, 2005. Phase IIB Project Managers Meeting. Morning Agenda. Student. 3rd, 4th Party Products Improving Student Access Commentary. Verisign - E-Commerce Safari Safari OLAP

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Phase IIB Project Managers Meeting

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  1. Morning Session for PM’sGuilford TCCApplied Technology Center AuditoriumJamestown, NCSeptember 22, 2005 Phase IIB Project Managers Meeting

  2. Morning Agenda North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  3. Student • 3rd, 4th Party Products • Improving Student Access Commentary North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  4. Verisign - E-Commerce Safari Safari OLAP EPOS/IVR - Telephone Based Student Registration Campus Cruiser TrimData -FA Link 3rd Party Software Products North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  5. Hershey Systems Matrix - Imaging Perceptive Vision - Imaging Source 4 - Form Design AIG - Form Design CollegeNet -Resource 25 4th Party Software Products North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  6. Help Desk North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  7. Calling the Help Desk is the first step in the Help Desk, Issues Resolution, Minor Release Processes A call to the Help Desk has three outcomes Resolved Becomes an Issue Bug Fix Help Desk Overview North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  8. Begins at Home Check all process/sub-systems at home first For example, e-Procurement uses four different sub-systems on two different servers First Steps North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  9. Utilize the process and field help It may have been updated since you last looked at it Utilize the documentation on our web site Documentation may have been updated since class First Steps North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  10. First step is to call Don’t depend on list server, project manager meetings, or calling a specific person This can and does delay getting help Sometimes is missed all together Calling the Help Desk North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  11. Include as much information as possible Some keys things if they apply Application Mnemonics (including sub screens) Error Messages Screen Shots When Calling North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  12. Things to Remember Help Desk personnel don’t do jobs at local community college Terms associated in a workflow or jargon may be unfamiliar and will slow down the process Especially jargon used only at the college When Calling North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  13. Call in Emergencies This way you know it has been received and is being worked Please respond to request for additional information as soon as possible Around 20% of all open Help Desk Tickets are waiting on feedback from the colleges Processing the Request North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  14. Used to identify the most important HDTs to resolve Each has a specific definition If something is an emergency, please treat as an emergency It should not take four days to get additional info on an emergency Priority North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  15. Emergency - Impedes the submitter’s ability to function, does not have a work around. Emergency must be resolved within 3 days. Critical - Impacts the ability of a college to complete testing in their test accounts in preparation for going live. Priorities North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  16. Urgent - Impedes the submitter’s ability to function and will likely become an emergency if not resolved within the next 30 days. A temporary workaround may exist, but a permanent solution is required. Priorities - continued North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  17. High - Impedes the submitter’s ability to function; however, an acceptable workaround exists. The requirement is to develop and implement a permanent solution for the workaround by the date specified in the impact statement. Priorities - continued North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  18. Medium - Impairs application’s functionality; does not prevent work from being done. Requirement is to develop resolution for impaired functionality by date specified in impact statement. Resolution may include designating incident as an item for future CIS enhancement. Priorities - continued North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  19. Low - Defined as NC template inquiry or modification that does not impair application’s functionality or ability to do work. Objective is to develop a resolution or answer the question by date specified in impact statement. Resolution may include designating the incident as an issue. Priorities - continued North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  20. Help Desk Questions North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  21. Phase IIB Feedback(Commentary only - use this slide for your notes) North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  22. Training North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  23. Remaining 2005 Schedule Upcoming 2006 Schedule Training Evaluations Elluminate Phase 2B Training North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  24. 2005 training schedule handout Online calendar Online class postings Online registration Remaining 2005 Training Schedule North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  25. 2006 Training Schedule Handout Time frame – 6 months in advance Online calendar Online class postings Online registration Upcoming 2006 Training North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  26. Classes evaluated Evaluations location Contact person for questions or concerns Training Evaluations North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  27. Real-time collaboration tool for Web conferencing and interactive Web training Location for Elluminate Resources http://www.nccommunitycolleges.edu/Training/CIS_Training/ElluminateDocsandResources.htm Links and testing Brief demonstration Elluminate North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  28. North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  29. MS Project Use for StudentImplementation North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  30. Discuss importance of using the MS Project schedule to manage the Student Implementation at each college College feedback regarding using MS Project to manage implementation Schedule Management Refresher MS Project for Student Implementation North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

  31. Wrap-up • Any Actions • Transition to lunch and afternoon session North Carolina Community College SystemH. Martin Lancaster, PresidentFifty-eight Institutions Educating and Training a World-Class Workforce

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