After Hours Support Service Delivery Section Division ICT Services University Southern Qld

1
After Hours SupportService Delivery
SectionDivision ICT ServicesUniversity Southern
Qld

• Presented by
• Maggie Fryer Principal Manager, Service Delivery
• Mandy Snelgar Manager, ICT Service Desk

2
Division ICT Services

• Centralised ICT Division (restructured in 2006)
• Main campus at Toowoomba
• Three satellite campuses at Fraser Coast,
  Springfield and Stanthorpe
• Support 1400 staff and 25000 students
• Majority of students study via distance

3
Divisional Structure

• Division ICT has three sections
• Infrastructure and Systems
• Network Services Sys Admin Data Centre
  Application Development Support DBA
• Performance Measurement and Investment Management
• Service Delivery
• Centralised Service Desk, Desktop Support, AV
  Support and Training

4
Support

• Support Services documented in Global Desktop
  Service Level Agreement (reviewed annually)
• Faculties and Departments have individual
  Schedule of Services (reviewed annually)
• Product SLAs currently in development
• Product and Services catalogue

5

• Support hours are 8am 5pm
• Regular maintenance weekends
• Regular maintenance period every Wednesday 6am
  8am
• Unscheduled maintenance global email alerts
• Have spent over a year developing a change
  management process

6
Tools

• Use HEAT call logging
• Have just adapted tool to incorporate change
  management
• Staff and students can log issues online via ICT
  Self Service
• USQAssist online self-help tool

7

• Various inhouse wikis for knowledge sharing
• Service Desk manager produces weekly incident
  report for executive management team
• Report analyst maintains executive report
  dashboard

8
(No Transcript)
9
(No Transcript)
10
(No Transcript)
11
After Hours support

• In the past had desktop support staff on call-out
  
• Staff and students dialled Help Desk number which
  diverted to after-hours mobile
• Support staff volunteered for roster, mainly
  seemed to be two staff who alternated

12
Costs

• Support staff paid an allowance for on call
• Cost
• 9.61 per weeknight
• 19.23 weekends, public holidays
• Total, 86.51 per week
• Overtime rates for solving issues over phone,
  remoting in etc

13
Call Out

• Paid a minimum of 4 hrs _at_ 150 of normal rate
  (200 for each hour gt 4 hrs)

14

• In 2006 evaluated after hours support from
  Service Delivery
• 11 call outs were made in period of 6 months
• 7 of these were printer paper jams in student
  labs, with max time of ½ hr spent fixing problem
  (including travel)

15

• Decision was made to stop all after hours support
  from Support Officers
• After-hours support became responsibility of
  Infrastructure and Services section (sys admins
  data comms etc)
• After hours calls to Service Desk diverted to
  Voicemail

16

• ICT provides an after-hours response to
  investigate and resolve major failures with core
  university systems outside of our normal
  operating hours of 8am 5pm Mon to Fri

17

• Information placed on ICT Web site outlining new
  support conditions as follows
• After-hours support should only be contacted for
  incidents that affect the entire campus or site,
  or an entire ICT core service.
• All support issues which do not fit into this
  categorisation should be logged through ICT self
  service and will be dealt with on the next
  business day

18

• Please ensure that you assess the relative
  severity and impact of the problem you are
  reporting. There are significant costs
  associated with after-hours call outs.

19
Paper jams now

• Student daemons employed to work in the Library
  during peak periods on weekends.
• Monitor other computer labs.
• Paper jams out of business hours dealt with next
  working day.
• Students email the Service Desk.
• Costs refunded or jobs reprinted as required by
  Service Desk.

20
Extended Helpdesk Hours

• In the past trialled extended Student helpdesk
  hours to 600pm during peak periods for one
  semester.
• No demand to warrant continuing hours
• Current voicemail messages received after-hours
  average 5 per week

21
Follow the Sun

• Concept of Follow the Sun for 24 x 7 support is
  regularly on the agenda
• If the University decides there is a business
  need for this, then ICT will adopt
• Current restructure of Student Management
  indicates this is likely to happen in the next
  couple of years