Peter HoleAfter Hours IT SupportNo 1 After Hours It Support Macquarie University Brisbane November 7, 2008 One main campus on the northern side of Sydney with a few small satellite sites Around 7,000 staff and 30,000 students with a high percentage of students doing at least 1 unit online Aging infrastructure due to years of underinvestment now undergoing a massive and rapid replacement program Central IT ( ITS ) not currently dealing directly with students, Student Help Desk provided by library but this is under review

Peter HoleAfter Hours IT SupportNo 2 After Hours It Support Macquarie University Brisbane November 7, 2008 What after hours staff support of IT services is being provided? After hours Service desk calls are diverted to a 3 rd party call centre & paging service. A prepared script of questions attempts to filter out non-urgent requests. No staff are rostered on call and incidents are dealt with on a best efforts basis with no guarantees or SLA’s Faculty IT support varies and is not formalized or documented

Peter HoleAfter Hours IT SupportNo 3 After Hours It Support Macquarie University Brisbane November 7, 2008 How are institutions dealing with staffing arrangements and associated reward structures to cover after hours support requirements ie. What they've found works or doesn't work? Ready B arrangements offer no way to guarantee service. Ready A too restrictive and reward seen as too little so no uptake from staff. Attempts to go outside of EBA not given support by human resources.

Peter HoleAfter Hours IT SupportNo 4 After Hours It Support Macquarie University Brisbane November 7, 2008 What joint or sharing arrangements (with other unis or organisations), if any, have institutions tried to better cover after hours support? A follow the sun helpdesk was attempted some years ago with Universities in the UK and USA. It appears to have never really taken off. The 3 rd party call centre currently used fails to correctly classify priorities or even determine what services should receive after hours attention.

Peter HoleAfter Hours IT SupportNo 5 After Hours It Support Macquarie University Brisbane November 7, 2008 What strategies are institutions planning to cope with a/hrs support? We have just completed an 18 month evaluation of options based around a full after hours support model both in-house and outsourced. Detailed business requirements were gathered ( largely unrealistic ) Funding was rejected in October budget cycle