Information Technology Services Effective Tools to Manage a Diverse IT Department March 12, 2007.

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Presentation transcript:

Information Technology Services Effective Tools to Manage a Diverse IT Department March 12, 2007

Copyright Roberta Ambur, Jeff Chatham, and Cheryl Tiahrt, This work is the intellectual property of The University of South Dakota. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying of this is by permission of The University of South Dakota. To disseminate otherwise or to republish requires written permission from the The University. 2

3 Agenda The University of South Dakota Call Handling Process Project Management Time Management Infrastructure Monitoring Dashboard

USD Facts 4 Enrollment - 8,746 –Law School –Med School – 205 Total Number of Degrees Awarded 1,773 Total Fulltime Faculty/Staff 1,525 University Budget $134 million ITS Fulltime Employees 50

5 Organizational Chart - ITS

6 Weekly Dashboard

Call Handling Process 7 ResolveClose Assign Acknowledge Service Request Helpdesk Create call Resolve issue Contact customer and close

8 Call Handling - HEAT

Report Manager 9

10 Dashboard Highlights 4-Point Scale

11 Dashboard Highlights

12 Dashboard Highlights

13 Call Detail Days

14 Call Detail – Acknowledge/Resolve

15 Project Management Process Project Estimate Request Project Initiation Request Project Plan – Task Map & Timeline Execute & Evaluate RequestInitiatePlanExecute

16 Project Estimate Request (PER)

17 Project Initiation Request (PIR)

18 Project Plan = Task Map, Timeline

19 Project Evaluation

20 Project Detail - HEAT

21 Monthly Project List

22 Time Management - Journyx

23 Time Management - Reporting

24 Infrastructure Monitoring

Customer Satisfaction Please rate the competence of the support technician who helped you. (Not Answered)252.26%161.41% Excellent % % Satisfactory % % Unsatisfactory524.69%332.90% Total Responses % % 7. How would you rate your overall Help Desk experience? (Not Answered)90.81%121.06% Excellent % % Satisfactory % % Unsatisfactory706.32%595.19% Total Responses % %

Faculty/Staff Customer Satisfaction 26 1.How often did you require assistance last year? 2.How long was our response time? 3.How was the quality of service? 4.What technology do you use the most? 5.What suggestions for new technology/improved services?

Dashboard Design 27 Skills - Time Application DatabaseReportPresent Measure HEAT LabStats Journyx SolarWind eListen SQLReport Mgr Application Excel XCelsius $$$ Process

28 Weekly Dashboard

Information Technology Services