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NCRIS Activities 2: Common Services and Operations User Support

NCRIS Activities 2: Common Services and Operations User Support. Nectar Research Software Projects Workshop 25-27 June 2014. Some (near) discussion points. What happens when you have: 500, 1000, 10,000 users? What does good user support mean for you ?

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NCRIS Activities 2: Common Services and Operations User Support

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  1. NCRIS Activities 2: Common Services and Operations User Support Nectar Research Software Projects Workshop 25-27 June 2014

  2. Some (near) discussion points • What happens when you have: • 500, 1000, 10,000 users? • What does good user support mean for you? • What does good user support mean for your end-users? • Who provides user support for your VL/ RT? • The community,development team, operation team? • State-based infrastructure providers, institutional eResearch Unit, Library, IT Department? • Are there any mechanisms that could enhance user support for your application? • Are there common user support services and operations that could be shared amongst VL’s and RT’s? • Enhancement of Tier 0/1 material • Help desk infrastructure ( ticket/ incident platforms, telephone support) • Community support forums/ centralised knowledge bases • Greater integration with current support mechanisms • Existing user support mechanisms at Massive and NCI

  3. 1. Save everyone time collecting research service information 2. Improve user support practices with templates and protocols 3. Improve service usability and researcher Tier 0 Self-Support 4. Support new research-led services from RDSI and NeCTAR AeRO IT User Support ProjectObjectives usersupport.aero.edu.au

  4. The AeRO IT User Support Project – What we have learned • Three major groups that develop, deliver or provide support for eResearch capability. Infrastructure Operators (NeCTAR/ RDSI Nodes) Institutional service desks, libraries and eResearch units eResearch applications and services (Vl/ RT’s) usersupport.aero.edu.au

  5. Developing a connected support community End user centric approach Tier 0 1 2 Institutions End-User/ Researcher 3 Service detail/ catalogue User uptake and support Better relationships 4 VL’s/ RT’s eResearch Applications and Services Service Levels/ Assurance Incidents/ Tickets Uptake, good experience and satisfaction Infrastructure Operators Incidents/ Tickets Increased uptime/ communication

  6. Developing an eResearch user support maturity model usersupport.aero.edu.au

  7. eResearch Applications and Services • Service catalogue/ knowledge base • Good user support practices and continual improvement (Tier 0 & 1) • Identified service contacts • UI/ UX review of services • Institutional uptake metrics • Ticket and incident management frameworks • 6 monthly review of services

  8. Infrastructure Operators • Developing incident management and ticket exchange hub. • Institutional service desks, libraries and eResearch units • Service catalogue consumption • Awareness of research use of VL’s/ RT’s and • Ability to provide tailored user support if warranted

  9. User support for VL’s/ RT’s • What are/ is there any problems you are facing/ anticipate facing in user support? • Now? • In one year?

  10. User support for VL’s/ RT’s • Are there common user support services and operations that could be shared amongst VL’s and RT’s? • Enhancement of Tier 0/1 material • Maturity model – assistance? • Help desk infrastructure ( ticket/ incident platforms, telephone support) • Shared ticket and incident management system (Reference Implementation)? • A national manned help-desk number? • Integration with Infrastructure Operators platform? • Community support forums/ centralised knowledge bases • Greater integration with current support mechanisms. Engagement with institutions/ other operators? • Service Catalogue with shared knowledge base Tier 0/ 1 platform? • Outreach and engagement material development? • Grant and ethics material development?

  11. User support for VL’s/ RT’s • Are there any mechanisms that could enhance user support for your application?

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