Transcript IT Briefing Agenda 9/16/03

Information Technology at Emory
IT Briefing
October 2003
Information Technology at Emory
IT Briefing Agenda 10/21/03
• Email Alias
• Client Services
Update
• Electronic Support
Request
Information Technology Division
Technical Services
• Barbara Anderson
& Elizabeth Bell
• Marcy Alexander
• Karen Jenkins
Information Technology at Emory
Electronic Support Request
(ESR)
• New Electronic Support Request Service
• Increases response time
– Eliminates SPAM tickets
• 8 out of 10 email created tickets are SPAM
• 10,000 spam tickets created within 24 hours
• SPAM tickets with null from create loop and lock email
functionality
– Separate support queue
• Increases ticket information
– Form captures contact information including building and
dorm information
– Spawns additional forms based on subject
• Fully replaces current email solution
– Eventually [email protected] will send a message to the user
with the url to the web form
Information Technology Division
Technical Services
Information Technology at Emory
Layout and Processing
Main Form
NetID, Status,
Help Desk, Subject,
And Description
Student,
Faculty, or
Staff?
Yes
LDAP Lookup
Execute LDAP
lookup
Authenticates?
Yes
No
Yes
Need
Subject
Details?
Process Subject
Determine subject
type
Contact Info. Form
Name, number,
Email, location
No
Subject Forms
Request information
based on subject
type
Information Technology Division
Technical Services
Confirmation
Confirm to user
service request
was submitted
Create Ticket
Populate ticket,
Route to appropriate
help desk
No
Information Technology at Emory
Demonstration
http://sycorax.cc.emory.edu:81/TS/HELP/
Information Technology Division
Technical Services
Information Technology at Emory
Schedule
•
•
•
•
•
Phase 1 complete
ESR Beta testing
Operational
Phase 2
On-going
enhancements
Information Technology Division
Technical Services
•
•
•
•
•
11/3/03
11/14/03
11/24/03
1/2/04
As needed
Information Technology at Emory
Information Technology Division
Technical Services
Information Technology at Emory
CS Update and
Overview
October 21, 2003
Marcy Alexander
Manager, Client Services
Technical Services
Information Technology at Emory
Client Services Organizational Chart
09.03.02
Marcy Alexander
Manager, Client Services
David Rodriguez
Magic TSD Project
Lead
Bret Kempler
Tech Customer Supp
Spec II, Call Center
4 student
employees
Linda Ellis
Supervisor, Call
Center
Barb Moore
Tech Customer
Supp Spec II
Brad Jackson
Tech Customer
Supp Spec II
Current
State
9/1/02
Joe Nash
Tech Customer
Supp Spec II
Mark Small
Tech Customer
Supp Spec II
Randy Phillips
Tech Customer
Supp Spec II
Randy Walton
Tech Customer
Supp Spec II
Information Technology Division
Technical Services
Open position
Desktop II
Charles Denard
Desktop II
Al Shelton
Desktop II
Tommy Stripling
LAN Engineer
Craig Myers
LAN Engineer
Samantha O'Connell
Software Distribution,
Lead
Zohra Yaqub
temp FTE
1
student
employees
Information Technology at Emory
Client Services Organizational Chart
10.21.03
Marcy Alexander
Manager, Client Services
New position
CS Call Center, Lead
Joe Nash
Tech Comp Supp
Spec II
Mark Small
Tech Comp Supp
Spec II
Randy Phillips
Tech Comp Supp
Spec II
Randy Walton
Tech Comp Supp
Spec II
students/temp
2 FTE
Linda Ellis
Local Support
Contact
Zorah Yaqub
Software Distribution,
Coordinator
1 Temp FTE
Software Distribution Team
responsible for production,
distribution of site licensed software
2
FTE
Plan as outlined
represents 14 FTE and
150 hours student
labor per month
10/21/03
Information Technology Division
Technical Services
Al Shelton
Desktop
Consultant, Sr
Craig Myers
LAN Engineer
Charles Denard
Desktop
Consultant, Sr
Tommy Stripling
LAN Engineer
Andrew Kincaid
Desktop Consultant,
Sr.
Client Services Development
responsible for Magic TSD Project, Tier II
Support; DeskNet, (EOL, Software Server),
Desktop hw/sw standards, advanced support
and documentation of all supported services
6 FTE
Customer Care Team
responsible for Tier O and Tier I
support; communications via listserv/
web sites
6 FTE
Client
Services
Karen Jenkins
Client Services
Development, Lead
Information Technology at Emory
Who are we?
Call Center, 727-7777
Open position, Lead
Linda Ellis, Local Support, Lead
Joe Nash
Randy Phillips
Mark Small
Randy Walton
Client Services Development
Karen Jenkins, Lead
Charles Denard
Andrew Kincaid
Craig Myers
Al Shelton
Tommy Stripling
Students:
Josh Streed
Graham Wells
Michael Portnoy
Recruiting 2 FTE grad students
Software Distribution, 727-4741
Zorah Yaqub
Information Technology Division
Technical Services
Student:
Neil Konn
Information Technology at Emory
Working Model
Tier 3: System Support
enterprise system support for core services
Tier 2: Client Services Development
resource to Local-L and other IT units
IT Briefings @ Emory
Tier 1: Call Center – 727-7777
Tier 0: Self-Help
Magic TSD, Knowledgebase/custom resources
ITD Website redesign, Tech Professionals tab
Information Technology Division
Technical Services
Information Technology at Emory
Call History 2001-2003
2001-2003 Statistics for Client Services Helpdesk
Month
Calls Offered Calls Accepted Calls Answered Calls Abandoned
September-01
5156
4553
4300
253
October-01
4100
3680
3513
167
November-01
3549
3172
2960
212
December-01
3015
2599
2408
191
January-02
4815
4066
3735
331
February-02
3780
3310
3040
270
March-02
3715
3157
2977
180
April-02
4025
3407
3137
270
May-02
3584
3112
2882
230
June-02
3633
2978
2821
157
July-02
4630
4109
3855
254
Total
44002
38143
35628
2515
August-02
6085
5551
5115
436
September-02
5906
5218
4700
518
October-02
4838
4470
4230
240
November-02
3775
3318
3138
180
December-02
2978
2788
2530
329
January-03
4932
4421
3980
441
February-03
4089
3534
3297
237
March-03
3789
3151
2931
220
April-03
4035
3468
3145
323
May-03
3631
3145
2855
290
June-03
3855
3426
3163
263
July-03
4752
4088
3678
410
August-03
8179
7189
4758
2431
Total
60844
53767
47520
6318
Information Technology Division
Technical Services
Information Technology at Emory
Call Process for Local Support
• All calls to 727-7777
Voice menu to direct call by support need
• Press 1 for Account Support
• Press 2 for Network Support
• All other calls press 3
• Designated though unpublished option
for LS  Linda Ellis with roll over to Tier I FT
staff
Information Technology Division
Technical Services
Information Technology at Emory
Call Process for Local Support
• Goal is to expedite escalation and
provide personal contact to LS.
• Linda will steward your call through
Tier 2 and Tier 3
• Quality assessment initiated by
Linda for LS
• Service assured with cross training
Information Technology Division
Technical Services