James Rianhard & Andrea Henne August 6, 2008 For audio call Toll Free and use PIN/code /7 Live Help Desk for CMS Support

Maximize your CCC Confer window. Mute your phone (*6) if you have visitors or noise in your office. Please note phone audio may be in presenter-only mode. Ask questions over the phone when the presenter prompts. Ask questions throughout presentation via the chat window. Turn on or off Closed Captioning by clicking on the icon. Save the presentation or chat by clicking on the icon. Housekeeping

California Community Colleges Industry Presentation 08– 06 – 08

4 Discussion Topics Overview Focus Areas Peer-institution perspective Demo Blackboard Next Generation – Next Webinar Q&A

5 77%/23% Arrival Patterns Fractions of FTE in the AM Multiples of FTE in the Afternoon and evening The Key Drivers - #1

6 Key Driver #2 Multi-domain – i.e. centralized and decentralized Change Management Release Management Knowledge Management

7 Presidium Overview Client Partnerships Accounts 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

8 Education Services Management AdmissionsRegistrarF. AidDistance Learning IT/OWS LibraryComputer Lab KioskHelp Desk Online Interactions On-campus Interactions The Basics CMDB – Configuration Management Database Multi-Modal Approach SLA Management Multi-sourcing Management ESM Framework Contact Center Operations Management Today

9 Examples

Dr. Andrea Henne Dean, Online and Distributed Learning San Diego Community College District

Snapshot San Diego Community College District San Diego City College, Mesa College Miramar College and Continuing Education SDCCD Online began Fall 2001 – 18 sections 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 trainingless time answering phone and s 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

Presidium Contacts: Robert Rye Director, Western Region Office Hilary Butler Sales Manager, Western Region Office Q&A

Blackboards Next Generation October 14 th Blackboard's Next Generation Multi-phased delivery Easy to use interface Open platform Combining the best of both Blackboard and WebCT Demo Contact Matt Lord

Q & A

Evaluation Survey Link

Thanks for Attending For upcoming desktop seminars and links to recently archived seminars, check Web site at:

26 Thank You! Comments and Questions?