1. SIGUCCS Management Symposium 2008 Collaborating Outsourcing of the IT Help Desk Mary Covington – Arizona State University Cindy Dooling – Pima Community College Russ Seiter – PerceptIS Ed Tola – PerceptIS April 6, 2008

2. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 About ASU and Pima ASUPima Type of college4-Year UniversityCommunity College Enrollment@65,000 + / semester@30,000 / semester Previous Support Solution Central Helpdesk

3. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 About PerceptIS  Key Services: – 24x7x365 Service Center and Helpdesk (Cleveland and Phoenix) – Desk Side Support – IT Infrastructure Managed Services  Started out of Case Western Reserve University – Cleveland, Ohio  Supports over 800,000 end users  Focus is Higher Education – LMS (Bb, WebCT Vista, WebCT CE, Sakai, Homegrown, Moodle) – ERP (People Soft, Banner)

4. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Key Motivators  ASU – Create raving fans – Centralize Support - 24/7 – Drive end-to-end service management – Metrics driven management – Knowledge / Change management  Pima – Portal implementation – Student email implementation – Limited Resources – Ability to provide round the clock support

5. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Final Solution ASUPima Availability24x7x3655:00 PM-8:00AM M-F 24 x7 Weekend Technologies Supported General Software General Hardware General Network Blackboard PeopleSoft Local portal - MyASU General Software General Hardware General Network Blackboard/WebCT CD SCT Banner Luminis Functions Supported IT HR IT Support Methods Phone Voicemail Email Chat Remote Desktop Phone Voicemail Email Chat

6. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Getting There  Assessment – What is working? What is not?  I mplementation – Knowledge gathering – Technical considerations  Go-live – Pilot testing – Communication to students, faculty, staff  On-going support – Metrics – Communication between PerceptIS and the University

7. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Lessons Learned  Lesson 1 – Transfer of knowledge – Training – Institutional knowledge  Lesson 2 – Implementation stage throughout the course of a semester  Lesson 3 – Don’t implement while there is a major system update at same time (PeopleSoft)  Lesson 4 – Strategic plan to onboard other departments and functions

8. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Thinking of Outsourcing?  Suggestion’s – Total assessment – Proper amount of time to implement solution – Communicate the new change to Tier 2 and other support groups – Need to have a constant dialog with your partner to foster continuous improvement

9. Collaborating Outsourcing of the IT Help Desk SIGUCCS Management Symposium 2008 Questions?  Q&A