I.T. Services After Hours Support The Present Situation – and What is Planned Dave Gale, Luke Walford, Mick Bowen Managers, IT&TS

Three campuses – Lismore, Tweed/Gold Coast, Coffs Harbour Centralised IT Two Help Desks Semester Help Desk hours 8am to 9pm Mon – Fri, Sat/Sun 1-5 Three Data Centres – one large two small Data Centre refurb and DR Projects underway The Environment

For the main Lismore campus it is on a “best efforts” basis At Coffs Harbour Campus there is a large risk exposure in the Data Centre so an “On Call” Allowance has been organised due to the presence of environmental alerting by /SMS The “Coffs Model” is being considered for Lismore No on call allowance in EB so 3hrs overtime paid as a weekly on call allowance Summary of the Current Situation

Best efforts and resilient service architectures; Infra Mgr or Client Services Mgr usually contacted by helpdesk, Security, or Staff member Infra Mgr co-ordinates technical staff and communicates progress to other Mgr Best efforts usually works; negatives are –May take more time as a result of trying to contact staff; –Sometimes creates a double up of effort; EB – Minimum 4hrs OT irrespective of HEW level, Staff reluctant to move to 24*7, Current situation cont,

What is the Model that Works? 3 skilled IT staff on a weekly roster Goes from 5.00pm Friday to 4.59pm the next Friday Remote quick fixes 1hr overtime claimed Called in get minimum 4hrs overtime Staff swap On Call shifts when necessary There is an “On Call” mobile that the on duty staff member is allocated – all SMS alerts are directed to this mobile

(More of) What is the Model that Works? Need staff to agree to the model and support it Need to ensure staff have the right skill sets Need to ensure documentation of shutdown and system up procedures exist Need escalation procedures and contacts

Nil Joint or Sharing Arrangements?

There is a need – we just need to workout how – and fund it. Future Plans