Information Technology at Emory IT Briefing October 2003
Information Technology at Emory Information Technology Division Technical Services IT Briefing Agenda 10/21/03 Alias Client Services Update Electronic Support Request Barbara Anderson & Elizabeth Bell Marcy Alexander Karen Jenkins
Information Technology at Emory Information Technology Division Technical Services Electronic Support Request (ESR) New Electronic Support Request Service Increases response time –Eliminates SPAM tickets 8 out of 10 created tickets are SPAM 10,000 spam tickets created within 24 hours SPAM tickets with null from create loop and lock 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 solution –Eventually will send a message to the user with the url to the web
Information Technology at Emory Information Technology Division Technical Services Layout and Processing Main Form NetID, Status, Help Desk, Subject, And Description Student, Faculty, or Staff? LDAP Lookup Execute LDAP lookup Authenticates? Contact Info. Form Name, number, , location Process Subject Determine subject type Need Subject Details? Subject Forms Request information based on subject type Confirmation Confirm to user service request was submitted Create Ticket Populate ticket, Route to appropriate help desk Yes No
Information Technology at Emory Information Technology Division Technical Services Demonstration
Information Technology at Emory Information Technology Division Technical Services Schedule Phase 1 complete ESR Beta testing Operational Phase 2 On-going enhancements 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 Information Technology Division Technical Services Client Services Organizational Chart
Information Technology at Emory Information Technology Division Technical Services Client Services Organizational Chart
Information Technology at Emory Information Technology Division Technical Services Who are we? Call Center, Open position, Lead Linda Ellis, Local Support, Lead Joe Nash Randy Phillips Mark Small Randy Walton Students: Josh Streed Graham Wells Michael Portnoy Recruiting 2 FTE grad students Client Services Development Karen Jenkins, Lead Charles Denard Andrew Kincaid Craig Myers Al Shelton Tommy Stripling Software Distribution, Zorah Yaqub Student: Neil Konn
Information Technology at Emory Information Technology Division Technical Services 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 Emory Tier 1: Call Center – Tier 0: Self-Help Magic TSD, Knowledgebase/custom resources ITD Website redesign, Tech Professionals tab
Information Technology at Emory Information Technology Division Technical Services Call History
Information Technology at Emory Information Technology Division Technical Services Call Process for Local Support All calls to 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 at Emory Information Technology Division Technical Services 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