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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

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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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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: 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 and the total cost of ownership
Training and the Total Cost of Ownership 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.

Lecture 7 Oct 24 2005


Training impacts on tco productivity
Training Impacts on TCO & Productivity 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

  • 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 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.

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

Lecture 7 Oct 24 2005