1 1 Go Live Support Approach Speaker First-Link Go-Live Go-Live: August 24, 2015

2 The ctcLink Support Team is made up of the groups below: PMO On Site Support College Service Desks (Tier 1) ERP Service Desk (Tier 2) Command Centers (Olympia, TCC, CCS)

3 PMO are ctcLink Project and FLC College leaders who: Steer Go Live procedures Determine critical dates Review and evaluate metric data Make decisions Provide guidance for emergencies Go-Live Support Team

4 Command Centers

5 Support Model

6 On Site support teams to report to their local command center when their shift begins They are the first point of contact for end user with ctcLink issues As needed, assist users as users process transactions If the issue can be resolved immediately: –Resolve the issue –Log issue and resolution at –Report out at daily meeting Log service desk tickets (encourage end users to log tickets) On-Site Support Role (Boots on Ground)

7 CutoverDay 1Week 1-4Month 1-2Month 3Month 4-6 ctcLink Team activity extends around the clock Long periods of waiting followed by intense spurts of activity Long hours, getting by on adrenalin as excitement builds Project focused on critical issue resolution On Site Support spend day on their feet showing people the system Users heavily reliant on support (reference materials, floor walkers) End user excitement in the morning may fade by midday Long day due to issues and unfamiliarity Project members often have sense of anticlimax Processing still slow and issues regularly identified - employees and the project working closely together Many incidents getting logged for user knowledge problems On Site Support becomes more involved in issue resolution, not just immediate usage questions Unexpected system issues decrease but continue until period close Habits may form – including completing processes, process for getting assistance, and unapproved workarounds On Site Support progressively move to mixed support / work mode Support ownership transferred from project to ongoing support team (with project assistance) Project team presence decreases rapidly Majority of processes transacted so unexpected issues increasingly rare Most users transacting comfortably to ctcLink System progressing towards steady state Understanding of reports and ability to interpret grows with increasing data in system - may change business metrics and practices The Go Live Experience

8 CONFIDENTIAL-FOR INTERNAL USE ONLY 8 Tier 1 Support Local college help desks will handle “Tier 1” issues Connectivity Browsers Login issues Password resets Application-level security Campus-based printing

9 CONFIDENTIAL-FOR INTERNAL USE ONLY 9 ERP Service Desk (Tier 2 Support) Additional and “Tier 2” ctcLink support for colleges at: –Before go-live, see the help desk quick overview video located on the service desk homepage:quick overview video –Hours of operation: Staffed M-F, 7 am – 7 pm, but open to receive tickets 24/7 –Use your new ctcLink ID and password to access the SBCTC/ctcLink Service Desk

10 CONFIDENTIAL-FOR INTERNAL USE ONLY 10 Command Centers Primary Go-Live Command Center in Olympia starting Aug. 24 (on 1 st Floor with ERP Service Desk) College Command Centers at: Tacoma Community College, Spokane Community College, Spokane Falls Community College, Spokane District Office Command Centers open 7 am - 7 pm Open WebEx Daily debrief 8:00 am and 4:30 pm on WebEx Olympia to triage escalated issues and assign tasks as needed

11 Local Command Centers Command Center to inform on-site support where they are to support end users Command Centers to collect, compile and report out metrics: identified issues, resolutions, and trending data Disseminate information to on site support team as needed

12 Command Center Contact Info Olympia Dennis Colgan Maureen Avery Tacoma Andy Duckworth Spokane CC Spokane Falls CC Spokane District 1300 Quince Street Olympia, WA Bonanza Room (1 st floor) 6501 S. 19th Street Tacoma, WA Room N. Greene Street Spokane, WA Building 15, Student Services 3410 W. Fort George Wright Drive Spokane, WA Building 17, Student Union, Lounge C 501 N. Riverpoint Blvd. Spokane, WA Room 204E (360) Service desk URL - tclink.us tclink.us Service desk - us us (253) Support center software & access (SolarWinds) ? IT Help Desk: kane.edu (509) ? IT Help Desk: du (509) ? IT Help Desk: du (509)

13 Emergency Procedures If a team member makes a determination there is a system- wide problem with the ctcLink system the following will occur: Contact JC/Jeff/Dennis/Maureen at Olympia Command Center to provide information of the issue: Olympia Command Center: Determines if it’s an emergency, plans response and crafts communication (what happened, planned resolution, timing, etc.) Contact the College PMs to provide the emergency message via phone and/or open webex line Posts emergency message on ALERT section of go-live web page Contact the On-site support by phone and regarding the issue and provide situational updates in 15 minute increments until a determination of situation and final statement is released

14 Crisis/Media Communications FirstLink PIOs will communicate to their campus community if something occurs during go-live and beyond that may affect their work or their ability to serve students. Olympia Command Center will provide talking points as needed. Media calls/visits: Please do not speak on behalf of the project or FLCs if approached by media. Refer them to the local command center media contact

15 Resources CONFIDENTIAL-FOR INTERNAL USE ONLY 15 On site support - On campus 7 am - 7 pm, Mon – Fri to work side-by-side with college SMEs and support go-live activities Contact sheet Tier 2 Service Desk: Go-Live site MOBILE-ENABLED: Training Site (QRGs):