1 Catholic Education Office Archdiocese of Melbourne Support Overview for CNA Participant Administrators and Participant Helpdesks CNA Education Services: CNA Education Staff Portal CNA Identity Management Systems (IMS) Scootle - Contemporary Learning (Authentication Only)

2 Catholic Education Office Archdiocese of Melbourne Objectives The objective of this pack is to provide CNA Administrators with information on the following: The escalation process for incident and change management for CNA Education Services Roles, responsibilities and resources required for each stage Incident handling for each stage Troubleshooting and incident qualification procedures Assignment of the severity levels for the incidents

3 Catholic Education Office Archdiocese of Melbourne Support Level RoleWho 1Participant’s HelpdeskResources nominated by each participant(s) 2Participant’s CNA Education Services Administrator Resources nominated by each participant(s) 3CNA Education Services HelpdeskThis role is currently supported by the CEO Melbourne’s Helpdesk. 4CNA Education Services AdministratorThis role is currently supported by the CEO Melbourne’s Helpdesk. Support Levels – Role and Resources

4 Catholic Education Office Archdiocese of Melbourne CNA User Participant’s Helpdesk Participant’s CNA Education Services Administrator CNA Education Services Helpdesk CNA Education Services Level Participant LevelUser Level 1 st Level Support2nd Level Support3rd Level Support Participant's Helpdesk troubleshoot, If unresolved, route the request to the Participant’s CNA Education Services Administrator Escalation if unresolved Participant’s CNA Education Services Administrator logs issues/errors with the CNA Education Services Helpdesk User logs an issue with Participant’s Helpdesk Resolution communicated to CNA users Resolution documented and communicated to Participant’s CNA Education Services Administrator

5 Catholic Education Office Archdiocese of Melbourne 1 st Level Support (i.e. Participant’s Helpdesk)

6 Catholic Education Office Archdiocese of Melbourne Resources The resources covered in this role include: All helpdesk resources at the participant level RoleResponsibility Participant’s Helpdesk Call Handling Attend calls from users within the participant’s jurisdiction Call Recording and Tracking Each call/ shall be logged, adhering to the defined parameters Tracking (where necessary) and responding to the requestor within agreed timeline First Level Troubleshooting Determine the area on a ‘broad level’ before escalating to the next level, based on guidelines provided Resolution to be provided within the guidelines 1 st Level Support - Participant’s Helpdesk

7 Catholic Education Office Archdiocese of Melbourne 1 st Level Support - Participant’s Helpdesk Troubleshooting Flow Overview Qualification Point

8 Catholic Education Office Archdiocese of Melbourne StepProcedure 1Record User Details User at the participant level contacts the Help Desk via or phone to report an issue/incident. Level 1 resources will log each issue in the tracking tool and take ownership of those items to ensure proper tracking is maintained. Fill in the mandatory fields in your incident management system: User Name Location Phone Number School Name Component – Network, Application etc. 2Qualify Call Determine the type of issue/incident that the user is reporting. They can be qualified into the following areas: Network related: incidents relating to connectivity Application related: incidents relating to the access to the system and the use of the application Service Request: request for additions and updates to the user’s current service 1 st Level Support - Participant’s Helpdesk Troubleshooting Procedures

9 Catholic Education Office Archdiocese of Melbourne StepProcedure 3Issue Identification Network related Adhere to your participant’s network incident reporting procedures Application related Determine whether it is an application issue: Is it localised based on incorrect usage, or is anyone else in the organisation facing similar issue? Verify if similar issues have been reported Assign the appropriate severity level 4Network Incident/Issue Routing and Escalation Refer to the network incident reporting guidelines 5Service Request Forward to the relevant parties for action 1 st Level Support - Participant’s Helpdesk Troubleshooting Procedures (con’t)

10 Catholic Education Office Archdiocese of Melbourne 2 st Level Support (i.e. Participant’s CNA Education Services Administrator)

11 Catholic Education Office Archdiocese of Melbourne Resources The resources covered in this role include: All nominated Participant’s CNA Education Services Administrator(s) RoleResponsibility Participant’s CNA Education Services Administrator Second Level Troubleshooting Determine whether the incident is caused by the network or application Resolution of the incident where possible Application functional usage Determine the nature of the incident area on a ‘broad level’ before escalating to the next level, based on guidelines provided Service Request Fulfilment Create and update user details at the Participant and Organisations levels Incident Resolution Resolution to be provided within the guidelines, i.e. notifying users and the local helpdesk 2 st Level Support - Participant’s CNA Education Services Administrator

12 Catholic Education Office Archdiocese of Melbourne 2nd Level Support - Participant’s CNA Education Services Administrator Troubleshooting Flow Overview Qualification Point

13 Catholic Education Office Archdiocese of Melbourne StepProcedure 1Receive incident report/request from Helpdesk Review the incident and diagnose the symptoms, contacting the user where necessary Application It is an incorrect usage issue It is an isolated incident, i.e. only one user experiencing it It is happening at the participant level Revise the severity level (where necessary) 2Incident qualification - Application related Determine whether it is an application issue Is it localised, based on incorrect usage, or is anyone else facing similar issue Verify if the issue has already been reported 3Incident resolution – Application related Individualised, i.e. only occurring for one user Trace user steps Provide instructions to user and get user to re-try Localised within the organisation, i.e. only occurring for the organisation Trace user steps and verify whether similar symptoms occur for other users Verify if similar symptoms have already been reported Unable to resolve; proceed to Escalation step Participant wide – occurring in multiple organisations Verify if similar symptoms have already been reported Unable to resolve; proceed to Escalation step 2nd Level Support - Troubleshooting Procedures

14 Catholic Education Office Archdiocese of Melbourne StepProcedure 4Escalation Application related Detail the symptoms from the investigations Provide the application name Ensure all attributes from the reporting user are complete Initiate contact to the 3 rd Level Support via phone or 5Service Request Review the Service Request Service Requests to be executed by Participant’s CNA Education Services Administrator: Create new users Update user details (e.g. address, location, phone number, roles) Add roles for a user Reset passwords (occurs when user forgets password) De-activate user accounts (when user resigns) Service request to be executed by the CNA Education Services Administrator: Create a new organisation (e.g. new school) Update organisation details (new phone numbers, new primary contact) Service request to be executed by the CNA Education Services Administrator, with additional approvals: Create a new participant Update participant details (e.g. authentication method) Replace Participant‘s CNA Education Services Administrator details 2nd Level Support - Participant’s CNA Education Services Administrator Troubleshooting Procedures

15 Catholic Education Office Archdiocese of Melbourne Scootle troubleshooting support

16 Catholic Education Office Archdiocese of Melbourne Scootle Troubleshooting Flow Overview Qualification Point Authorisation Access Usage

17 Catholic Education Office Archdiocese of Melbourne StepProcedure 1Receive incident report/request from Helpdesk Review the incident and diagnose the symptoms Log-in issues Unable to access the Scootle Home Page System remains at the log-on page, requesting user ID and password Access to resources within Scootle User able to view the Scootle Home Page but unable to access the resources No results displayed after the search for MCLs in search box Unable to view after clicking on a selected education resource Usage Errors User has logged on successfully and has assigned access to the resources but is unsure how to use them Scootle Troubleshooting Procedures

18 Catholic Education Office Archdiocese of Melbourne StepProcedure 2Incident qualification – Login Issues Determine whether: 1.User had access to Scootle before CNA was implemented, i.e. Scootle was accessed natively via a)If Yes, the user’s authentication method needs to be pointed to CNA. This request has to be forwarded to the CNA Administrator at the national level. b)Verify if there are any attached learning paths to be transferred. c)Re-assign the user id and to rely on CNA’s authentication. d)Once re-assignment is completed, the user will be required to log-in via the CNA portal. 2.User had access to Scootle and was accessing it via the CNA Education Portal. This problem is caused by the user’s being changed due to a transfer. This request has to be forwarded to the Participant’s CNA administrator. They will be required to: a)Verify that a transfer or change of has occurred. b)Verify if there are any learning paths attached to the old that should be transferred to the new . c)Re-assign the user id to the new ID. d)When the re-assignment has been completed, the user will be required to log-in via the CNA portal. 3.No is displayed on the registration screen. This problem is caused by the user’s address not being recorded in their CNA profile. ID is a key attribute for Scootle access. The Participant’s CNA administrator will be required to obtain and enter the user’s ID via the CNA User Administration module (refer to the CNA Administration Guide). Scootle Troubleshooting Procedures

19 Catholic Education Office Archdiocese of Melbourne StepProcedure 3Incident qualification – Access to resources Determine whether: 1.The problem is access to the MCLs (Models of Contemporary Learning). These models are defined by Scootle users and are meant to be shared amongst users. Access to these models can only be given by the creator. The main causes of not having access to the models are: User has been authorised to use the models but is unable to see them. i.User is assigned to the wrong group/jurisdiction within Scootle. User will need to provide their Scootle Administrator with their and DEEWR number, for the Administrator to correctly align the user’s group/jurisdiction. User will be required to re-try accessing those MCLs. ii.DEEWR number has not been registered in Scootle The Scootle Administrator will need to obtain details of the new DEEWR code and create it in Scootle. Verification of the code can be done with the Participant’s CNA administrator. User will be required to re-try accessing those MCLs. User has NOT been authorised/verified to use the models User will need to provide their Scootle Administrator with their and DEEWR number. The Administrator must verify the user’s access to the MCLs. If the user has been authorised and access has been verified, the Administrator will be required to get the creator/owner to grant access. Users will be required to re-try accessing those MCLs. Scootle Troubleshooting Procedures

20 Catholic Education Office Archdiocese of Melbourne StepProcedure 3 (Cont’d) 2.Resources are blocked. The user has not been granted access to the resources within Scootle because: Their DEEWR number is not attached to a jurisdiction. The Participant’s Scootle Administrator will be required to obtain the user’s DEEWR number and Organisation name and assign it under the correct jurisdiction. User not given access to the required resources. The participant’s Scootle Administrator needs to verify the authenticity of the request and assign accordingly. Currently, individuals, groups, or schools can be restricted to a list of URLs determined by DEECD (Department of Education and Early Childhood Development). Scootle defines the access to the resources based on an access list. If that resource is not defined on that list, it will be deemed restricted. 4Incident qualification – Scootle Usage Errors Examples of usage errors are: 1.Learning Path 2.Collaborative Workspace Errors 3.Buggy Resources These errors should be addressed by Scootle Support at The Learning Federation. The Participant’s Scootle Administrator will require to obtain as much details on the error and mail them to Scootle Troubleshooting Procedures

21 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging for 3 rd Level Support – ITSM guidelines

22 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application ITSM Initial Logon Screen Please enter the User ID provided to you via Please enter the password provided with your User ID A web-based service for the participant administrators to report CNA based incident or request. This is another channel provided to CNA participants to facilitate incident reporting. This web-based service can be accessed via The above screen will be displayed (you may experience a slight delay upon first logging in). Your user ID and password have been provided in an sent to the Participant’s CNA Education Services Administrator.

23 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application ITSM Home Page After successfully logging in a home screen will be displayed. The Home Screen will display all of the user’s active tickets. List of active incidents reported by the user. If there are no active tickets, the list will be empty.

24 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application ITSM Home Page Explained A Navigation window on the left of the screen, provides users with the available actions. This option will bring users back to the Home Page; described in the previous slide. Click on this link to report a new incident. This covers all errors encountered while using the CNA application. Click on this link to enter a new request. This covers any service requests, e.g. new Administrator ID, password resets, account lock, new features. If you have the incident number and would like to access the incident record directly, lick on this link. A pop-up window will be displayed, requesting the incident number This option will refresh the incident list displayed on the right. Use this option if you have entered a new request and it does not appear on the list. Users are strongly advised to log off after use.

25 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application ITSM Home Page – Selecting Tickets types Users will be able to filter their reported tickets by Status (i.e. Active, Closed or All) by: 1.Using the drop-down list under the ‘Show’ option 2.Clicking on the hyperlinks under the ‘My Search’ section 1 2

26 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application Creating an Incident Ticket 1.Click on the “Create New Incident” link on the left. 2. An Incident number will be assigned and the following screen will be displayed. 3. Detail your the problem in the description area. 4. Click on “Save” button when you are done. 5. A time stamp will be assigned to the ticket; you will not be able to edit the description. If you need to append more information, use the journal or attachment option in the bottom window. 1 Incident Number Time Stamp Details

27 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application Adding a Journal to an Incident Ticket 1.Click on the “Journal” tab towards the bottom of the screen. 2.Click on “New Journal Notes” button; a Notes window will be displayed for you to enter addition information. 3.Key in the additional information. 4.Click on “Save” button

28 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application Adding an Attachment to an Incident Ticket 1.Click on the “Attachment” tab toward the bottom of the screen. 2.Click on “Browse”; a list of files on your local drive will be listed in a pop-up window 3.Select the file and click “OK”. 4.Click on “Save”. 5.A pop-up message will confirm that your file has been attached

29 Catholic Education Office Archdiocese of Melbourne Helpdesk Logging via ITSM self service application Incident Ticket Completion Recently created tickets can be viewed on the Home Page. At the time of creation, an will be sent to the support desk to notify them of the new incident. Your ticket will be attended to and a helpdesk consultant will contact you shortly.

30 Catholic Education Office Archdiocese of Melbourne LowMediumHigh Low543 Medium432 High321 Urgency Impact Severity Levels ClassificationCustomer Experience HighUsers are unable to use the system or service MediumSome users are unable to use the system or service LowOne/Few users are unable to user the system or service Urgency Levels ClassificationCustomer Experience HighUsers are unable to use the system or service MediumSome users are unable to use the system with errors or reduced functionality LowOne/Few users are unable to user the system or service with minor errors not affecting functionality Impact Levels ITSM - Severity Levels Definition

31 Catholic Education Office Archdiocese of Melbourne Participant CNA Education Services Administrators DioceseName BathurstGeoff Coleman BrisbaneSimon Mackey Broken BayCourtney CairnsMichael Norman Canberra/GoulburnCris LismoreRon Maitland-NewcastleDavid Marist BrothersSimon ParramattaMatthew RockhamptonJason St. AugustineSvetlana South AustraliaDavid SydneyPeter TasmaniaVince ToowoombaChris TownsvilleJordan VictoriaYouda Kopel Wagga Tim Western AustraliaJoel Wilcannia-ForbesMathew WollongongCatherine