1. AeRO – Australian eResearch Organisations IT User Support Project Developing a connected support community Service Connect Conference – 09 May 2014 Hamish Holewa Project Manager usersupport.aero.edu.au

2. AeRO member organisations usersupport.aero.edu.au www.aero.edu.au

3. It’s an exciting time  Significant investment in eResearch capability (Commonwealth & institutions)  Increase in development and amount of eResearch applications and services  ~ 100 applications and services  30,000 core research cloud  Multi peta-byte storage facilities  Cross-institutional user bases usersupport.aero.edu.au

8. Challenges  No consistent user support practices  Distributed development teams and operations (varying capacity)  Boutique tools – relatively small user bases  Engagement between research services and IT departments usersupport.aero.edu.au

9. AeRO IT User Support Project Objectives 1. Save everyone time collecting research service information 2. Improve user support practices with templates and protocols 3. Improve service usability and researcher Tier 0 Self-Support 4. Support new research-led services from RDSI and NeCTAR usersupport.aero.edu.au

10. The AeRO IT User Support Project Targets three groups that develop, deliver or provide support for eResearch eResearch applications and services Infrastructure Operators (NeCTAR/ RDSI Nodes) Institutional service desks, libraries and eResearch units usersupport.aero.edu.au

11. eResearch Applications and Services  Service catalogue/ knowledge base  Dependent on obtaining AeRO Tick  Good user support practices and continual improvement (Tier 0 & 1)  Identified service contacts  UI/ UX review of services  6 monthly review of services usersupport.aero.edu.au

12. Infrastructure Operators National compute and storage infrastructure (NeCTAR/ RDSI nodes) Developing incident management and ticket exchange hub to: Notify, triage and response to Tier 2 & 3 incidents Provide monitoring and notification support other operators and institutions Integration with institutional service desks usersupport.aero.edu.au

13. Institutional service desks, libraries and eResearch units  Guided by IT Research Support Expert Group  Easy dissemination of service catalogue and knowledge base  Provision of analytics information (no. of users)  Allow institutions to determine level of support  Develop better relationships with researchers usersupport.aero.edu.au

14. What’s next? Implementation of a system which:  Allows eResearch applications and services to apply and manage their AeRO Tick accreditation  Provide Infrastructure Operators a ticket exchange hub and method to disseminate status information  Enable service desks and institutions to easily obtain support information and populate their knowledge base from AeRO Tick services. usersupport.aero.edu.au

15. AeRO – IT User Support Project usersupport.aero.edu.au Hamish Holewa QCIF Project Manager hholewa@quadrant.edu.au 0400027653 hholewa@quadrant.edu.au usersupport.aero.edu.au