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IACC Annual IT Meeting June 1 st 2001
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  1. IACC Annual IT MeetingJune 1st 2001 ITS- User Support Services Accomplishments/Goals ITS Help Desk PC-LAN Services Training

  2. Help Desk - Services Provided Access to Information, problem resolution • Centralized call center • Phone, walkup, email, applications, information, support • Extended support hours • Tiers of support for problem resolution Campus Resource • Imagine/Internet support • Dedicated staff for CMS/PeopleSoft support • Modem pool support • Site Licensed software distribution ,CD burning and distribution • Lab reservations • DHCP and Open ports configuration Metrics, tracking and monitoring • Upgraded Remedy-case handling software • Remedy software available for campus technical support • Remedy case tracking reporting • **Coming Soon – Remedy web access

  3. Metrics Ticket Volume Increase by College in 1 year AG – 61% CAED – 62% COB – 54% CENG – 66% CLA – 65% CSM – 60% UCTE – 68% More efficient processing of tickets, better responsiveness

  4. Metrics – Cases by College for May 1999 – May 2001

  5. Metrics Remedy Cases March 1999 – March 2001

  6. Metrics – Elapsed to closure time spent by ITS departments on Remedy tickets for College Departments in Winter Quarter 2001 (for Departments with over 200 minutes) 16.66 hours 24 hours 33.32 hours 48 hours

  7. Help Desk “What Was Accomplished”

  8. Benefits Derived 00/01 • Extended Help Desk hours of support and dedicated tier 1 and tier 2 resources, 64% increase in hours supported • Dedicated Imagine/Internet support • Openports/DHCP configurations at the Help Desk • Easier forwarding of email • New version of Remedy with web access for users and campus availability • Users able to enter and view their own tickets via the web • Staffing for CMS/Peoplesoft support with enhanced phone menu for quick access • Java Projects lab registration streamlined with CSL support personnel • Adaptive Technologist position identified for ADA and section 508 compliance • Service Level Agreements and Standard Operating Procedures defined for tiers of support • Revamp of software site license check-in and out process for easier use

  9. What Needs to Get Done(in the next 12 months) • Web Services • ITS is working on improving the informational and interactive usefulness of the Cal Poly Home web site. We will ensure that the key emerging uses of the web integrate well to portal design and service delivery as both INDUS and CMS are implemented. • Content management and web assurance - • Proactively work and research the requirements of ADA compliance for reliability , accessibility, and design of the Cal Poly web site. • Help Desk • Improving the responsiveness of the Help Desk and the other tiers of support by incorporating service level agreements between IT departments and adopting standard operating procedures throughout IT support areas. • Remedy – New version implementation Spring 2001. Easier to use, more defined categories, web access for users to examine or enter tickets.

  10. What Needs to Get Done(in the next 12 months) • Achieve “90-8-2” progress in terms of level of support • Support should be easy to find and to use. Users should be able to find answers to their own problems via web FAQ’s or knowledge base interfaces. • Determine Support Equation • Currently ITS estimates we deliver 50-60% (less than 70%) of support needs. ITS and the Colleges need to define the other 30-40% of support required. What are the dimensions to build this infrastructure? What needs to be in the support catalog? • Remedy is the proposed tool for capturing usage information. • Centralized or Decentralized Support ? • Evaluate true nature of options and affordability/priorities • Seek collaborative pilots and trials

  11. How IACC Can Help: Issues Requiring Advice • Remedy • Use of the Remedy ticketing system in your colleges in order to better track requests. How can we help you to use Remedy? • Responsiveness • Where do you see the problems in calling the Help Desk for support? • What are your suggestions for us to improve? • Help ITS help YOU • We need you to tell us what ITS needs to work on next. Capturing the data via Remedy will help us. We need to define the support matrix and integrate the process for tier 1-3 support for the Colleges. That will lead us to better, more efficient self-help, define and build knowledge bases for specialized support (H/W and S/W)

  12. PC/LAN PolyCard Program Workstation Program (FWP and SWP) Craig Schultz & Dale Kohler

  13. PC/LAN Services Provided • Consultation (Technical Architecture and Solutions) • Hardware and software installations (general campus) • Workstation support for ITS and Service Level Agreements (SLA) • Workstation in support of CMS (PeopleSoft) • Software standards, evaluation process, specifications • Hardware standards, evaluation process, specifications • ITS-Campus Test Environment • Procurement assistance • Site licensed software (strategic planning, negotiations) • Technical consultation services (Expert level or “Tier 3”) • Technical documentation • System Info and User “Tech Bulletins”

  14. Metrics – PC/LAN “What you can’t measure, you can’t manage. When you mismeasure, you mismanage.”Order of Magnitude FY 00-01 Changes Over FY 99-0030% increase in quantity of Remedy service requests 20% increase in complexity of calls35% increase in end-user satisfaction15% increase in desk coverage by staff and students30% increase in time spent on collaborative projects with colleges20% increase in ITS Training Lab maintenance with 400% increase in use25% decrease in rework of Remedy service requests55% decrease in time to respond to calls15% decrease in time to resolve calls

  15. What You Asked Us to Do • Provide technical specifications, guidance and “90-8-2” self-service model for purchasing of student, faculty and staff computing equipment • Offer technical training on Windows 2000 • Implement PeopleSoft Citrix servers for Mac, Windows and remote users • Develop better understanding of wireless and PDA support requirements • Develop process for new software support requests and version control cycle (both offices and labs)

  16. What We Did To Meet Your Needs • Provide Web-based technical specifications, guidance and “90-8-2” self-service model for purchasing of student, faculty and staff computing equipment (Mac and Windows) • Offered two Windows 2000 classes for technical staff(System Administration and Microsoft Active Directory) • Implemented PeopleSoft Citrix servers for Mac, Windows and remote users, working with Central Systems group • Implemented PDA “90-8-2” self-service Web site • Currently involved in Mobile Computing pilot and using wireless on PC/LAN staff desktops to gather data on wireless support requirements • Developed processes for new software support requests and version control cycles (both offices and labs)

  17. Benefits Derived in FY 00/01 • Leadership in Windows 2000 workstation images and deployment • Offer Windows 2000 training for technical staff • Proposal under development to establish and implement strategic plan for desktop management pilot with colleges – emphasis on infrastructure, scalability, sustainability, increased service coupled with decreased support requirements • Provide technical specifications, guidance, “90-8-2” self-service model for purchasing of student, faculty and staff computing equipment (integrated standards with FWP and SWP) • Provide processes for software version control (new titles, upgrades) • Provide test environment for workstation technical staff campus-wide

  18. PolyCard Services Provided • PolyCard “ID Card” production for students, faculty and staff • PolyCard authenticates cardholders allowing individuals to use or access specific services on campus. For example:- Door access for Rec Center- Door access for Cisco, Java and CAD Labs (specialized high-end computing facilities)- PolyCard Open Access lab printing- E-Voting and ASI Student Elections • Collaborate with Foundation for “value-added” capabilitiesand new services for students, faculty and staff • Consultation for authentication and access solutions(e.g. PolyCard card-swipe station at Health Center)

  19. Metrics – PolyCard • PolyCard and ASI Elections – 95% reduction in time to validate eligible voters and distribute ballot • PolyCard and Open Access Lab Printing - 15 locations online since March ’00 with 99% uptime - ITS subsidy of $15K for “free printing” FY 00-01 - Infrastructure investments of $120K (one-time) - Printing volumes < 15% of prior to program represent significant cost savings to university • PolyCard Door Access - Rec Center – Over 700,000 card swipes to date and ability to provide detailed, aggregate reports on utilization - Door Access to Cisco and AAJC Java “High-end Labs” in a secure environment with highly specialized equipment

  20. What You Asked Us to Do • Provide secure door access to specialized computinglabs and extended hours facilities • Evolve a plan to meet the printing requirements of the campus; explore solutions for large format, color printing • Evolve a plan to address FERPA concerns with displayof Social Security number on PolyCard

  21. What We Did To Meet Your Needs • Developed and implemented model for secure door access to specialized computing labs and extended hours facilities • Currently testing vendor’s latest printing software release for Windows 2000 clients, mobile (wireless) computing AND solutions for large format, color printing • Drafting “opt in” proposal for students, faculty and staff to obtain a new PolyCard at cost, without display of Social Security number, new Cal Poly logo and card design.

  22. Benefits Derived in FY 00/01 Significant cost savings to all colleges/ITS via PolyCard Open Access printing program Reliable laser printing (99% system uptime) and enhanced quality over previous inkjet printers Implementation of scalable, cost effective and reliable door access program that provides authentication and utilization metrics Implementation of large scale trial with ASI Student Elections and use of PolyCard for authentication and utilization metrics

  23. Workstation Program (FWP and SWP) Dale Kohler IACC-ITS Joint Meeting June 1, 2001

  24. Workstation Program (FWP and SWP) - Services Provided • Faculty access to computing and communications resources through standardized, institutionalized, cyclical program • Strategic software planning, testing and “image development” • Strategic hardware planning, testing and specifications • Self-Service “90-8-2” online e-quotes via Web (Dell, Apple) • Customized procurement assistance for workstations, monitors, servers and peripherals • General campus hardware and software installations • Coordination of training and support activities during new workstation installations • Coordination of asset management (workstations, monitors) • Coordination of financial activities for FWP, SWP

  25. Metrics – Faculty Workstations • Faculty Workstation Program- Replace 284 workstations in FY 00-01, an additional 21 workstations above targeted baseline of 263 workstations (accomplished by negotiating vendor price cuts)- Replace 4 workstations in ITS-Campus Test Environment and to serve as “hot spares” for emergency workstation replacements- New decentralized budgeting model for FWP provides colleges with flexibility to purchase peripherals (e.g. 11 printers, 39 Zip drives)- Closed out FY 00-01 $67K in savings, directly applied to reduction of long-term program debt and facilitate move from costly leasing to internally financed, cost-effective purchase model- Lowest number of support calls to Help Desk and highest level of satisfaction from FWP installs after shift to “year-round” model • 180 FWP Phase I workstations directed to colleges at no charge

  26. Metrics – Staff Workstations • Staff Workstation ProgramDuring July ’00-August ’00:- Installed 40 new Dell workstations- Installed 95 hard-drive upgrades- Installed 50 RAM upgrades • LAN Coords and technical staff at colleges to be commended for working closely with PC/LAN staff facilitating installations and data transfers • Very high levels of satisfaction on installations • Established standard for future models

  27. Metrics – Server Procurements • Dell PowerEdge Servers- Savings to campus in excess of $50,000 through pooled purchases and standardization during FY 00-01- Servers purchased support a wide range of instructional and academic activities campus-wide (CLA, CSM, Library) - Servers purchased support Citrix for Macintosh and Windows users in CMS “go live” Summer ‘01

  28. What You Asked Us to Do • FWP Tuning and Flexibility: current computingtechnologies throughout year (not just Summer), better training during install transitions, ensure the long-term program model is sustainable and scalable • Reduce support required from FWP Logistical Coordinators and college technicians • Provide technical specifications, guidance and “90-8-2” self-service model for purchasing of student, faculty and staff computing equipment

  29. What We Did To Meet Your Needs • FWP Tuning and FlexibilityImplement year-round program that:- Maximizes hardware and software currency- Institutionalizes decentralized budget and allocation decision-making- Minimizes disruption to faculty during installs- Facilitates training with new workstation installs- Moves program from “lease” to “buy” model • Reduced support required from FWP Logistical Coordinators and college technicians • Provided guidance and “90-8-2” model for purchasingof student, faculty and staff computing equipment

  30. Benefits Derived in FY 00/01 21 additional workstations above original FWP baseline target, 4 test environment/hot spares Establish and implement strategic plan for scalability, sustainability and increased service for the workstation program Provide decentralized decision-making with equitable and uniform process for all colleges Provide technical specifications, guidance, “90-8-2” self-service model for purchasing of student, faculty and staff computing equipment Provide consultation on servers and pooled purchases Establish relationship with El Corral to provide Cal Poly presence for peripheral purchases at highly competitive prices – and standardized with the FWP

  31. User Support Services“ITS-Training Marsha Epstein, Coordinator IACC-ITS Joint Meeting June 1, 2001

  32. Services Provided • Baseline Services—we provide: • Hands-on and one-on-one computer training classes on supported software • Tier 2 problem resolution on supported applications • Support for CBT training materials • Improved and expanded training database to support CMS training needs • KeyServer support for faculty, staff, and college & library computer labs • AMSPEC support of financial databases for the CSU Colleges of Business • New! Palm OS—Modem training • Training lab support

  33. Training Group—Tier 2 Support

  34. Faculty One-on-One Training

  35. Attendance Patterns

  36. Metrics of Class Offerings

  37. What You Asked Us to Do • 2000 IACC Sweep Summary • Improve KeyServer Access • Implemented KeyServer software expansion, reduce cost of ownership • Improve Faculty Training • Made it a priority to develop Just-in-time training for faculty • We Investigated • Your desire that ITS hire, manage and train technical students and make them available to colleges

  38. What We Did To Meet Your Needs • 2000 IACC Sweep Summary • New! KeyServer • access expanded to include all faculty and staff computers • Included in our base service with cost funded centrally • Will evaluate as to cost and impact • Schedule for software updates will be published • Increased the number of licenses of popular software applications to improve lab access • Just-in-time training for faculty • Providing on-the-spot one-on-one training for faculty receiving new FWP computers

  39. Student Assistant “Bootcamp” You told us it was important We entered the initial feasibility phase Discussion and interviews completed Preliminary analysis conducted Held there due to competing priorities and relative size of resource estimates If this items remains as a top item again, we’ll asses taking it to a next step and identify options for action What We Did To Meet Your Needs

  40. What We Did To Meet Your Needs • Improved class enrollment process supports all training classes • Database has additional functionality • Can handle PeopleSoft classes • Email capability allows us to send additional information, reminders • Improved class scheduling capability • Allows retention of historical and collateral data

  41. What’s Next or Needed • IACC provided input on selection of new CBT modules • Many new business-oriented modules • We need to replace SmartForce CBT with another just-in-time method when license expires 12/31/01 • Ask for help, suggestions in selecting another training vendor or option • Evaluating the one-on-one faculty training model • Feasibility and scalability study • Develop methodology