Transcript Edison Partners Presentation

24/7 Live Help Desk for CMS Support
James Rianhard & Andrea Henne
August 6, 2008
For audio call Toll Free 1-888-886-3951
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California
Community
Colleges
Industry
Presentation
08– 06 – 08
Discussion Topics
• Overview
• Focus Areas
• Peer-institution perspective
• Demo
• Blackboard Next Generation – Next Webinar
• Q&A
4
The Key Drivers - #1

77%/23%

“Arrival Patterns”

Fractions of FTE in the AM

Multiples of FTE in the
Afternoon and evening
5
Key Driver #2
• Multi-domain – i.e. centralized
and decentralized
• Change Management
• Release Management
• Knowledge Management
6
Presidium Overview
• Provider of ESM – Education Services Management
• Pioneer in deploying ESM solutions for academic
technologies
• “Bleeding Edge” customers leading Presidium into
enterprise ESM
• 650 education providers
• 40% Community Colleges
Client Partnerships
Accounts
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Education Services Management
Today
Admissions
Registrar
F. Aid
Library
Computer Kiosk
Lab
Online Interactions
On-campus Interactions
Distance
Learning
IT/OWS
Help Desk
The Basics
CMDB – Configuration Management Database
Multi-Modal Approach
ESM
Framework
Contact Center Operations Management
SLA Management
Multi-sourcing Management
8
Examples
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Dr. Andrea Henne
Dean, Online and Distributed Learning
San Diego Community College District
http://www.sdccdonline.net
Snapshot
San Diego Community College District
San Diego City College, Mesa College
Miramar College and Continuing Education
SDCCD Online began Fall 2001 – 18 sections
2007-2008 - Online courses = 12% of the total
Spring 2008 = 461 Online Course Sections
Summer 2008 = 370 Online Course Sections
Fall 2008 = 468 Online Course Sections
275 Faculty
2 Full-time Instructional Design Coordinators
Strategic Benefits of
Outsourcing Help Desk
Services
•
•
•
•
Cost Effective
24/7/365 Support
Variety of support options
Customizable to changing and expanding
operational needs
• Both faculty and students are served
• 24/7 Helpdesk supports quality distance
education and accreditation requirements for
student support
• Enterprise reporting
On a Daily Basis
• Staff time is devoted to course
development and training—less time
answering phone and emails for routine
support
• Helpdesk tutorials and Knowledge Base
articles used in orientation and training
• Helpdesk escalations ensure proper
handling of issues
• More positive online learning/teaching
experience for students and faculty
https://www.sdccdonline.net/help
http://presidium.blackboard.com
Q&A
Presidium Contacts:
Robert Rye
Director, Western Region
[email protected]
Office 415-891-8378
Hilary Butler
Sales Manager, Western Region
[email protected]
Office 250-294-6340
Blackboard’s
Next Generation
October 14th
Blackboard's Next Generation
• Multi-phased delivery
• Easy to use interface
• Open platform
• Combining the best of both Blackboard and WebCT
Demo
http://www.blackboard.com/projectng/
Contact
Matt Lord
925-513-8506
[email protected]
Q&A
Evaluation Survey Link
http://tinyurl.com/5zznl5
Thanks for Attending
For upcoming desktop seminars and links to recently
archived seminars, check the @ONE Web site at:
http://www.cccone.org/seminars/index.php
Comments and
Questions?
Thank You!
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