1. Providing Scalable 24/7 Support Track 3: Harborside Ballroom E Tuesday, January 15 th 2:30 to 3:15 pm Ronald Ardron, Jr., Manager of Technical Support Gerald Hinkle, Director of Information Services Sheri Stahler, Associate Vice President Copyright Temple University, Computer Services 2008. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

2. About Temple University Location Students & employees Schools and colleges, campuses Computer ownership facts From commuter to residential

3. Evolution of 24 Hour Operations Computer Labs 1980’sEarly to Mid 1990’s20022006 ComputerOperators FT Technical SupportSemester Final Exam Period

4. TECH Center Facts 700 workstations Open 24–Hours: – Student labs – Help Desk – Security – Full-time staff – Starbucks

5. TECH Center Hours Weekly schedule Regular semester Peak semester Summer sessions & breaks

6. Usage Statistics Year 10,000 500 Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Visits per day

7. Usage Statistics Daily 6 7 8 9 10 11 Noon 1 2 3 4 5 6 7 8 9 10 11 Midnight 1 2 3 4 5 6 0 800 200 50

8. Usage Statistics Week Students Per Day

9. Daily Use Help Desk Consults Over a Typical 2 Week Period

10. Staffing Around the Clock Day shift – 4 full-time lab staff – 12 full-time Help Desk – 6 part-time Evenings & weekends – 3 to 5 full-time staff – 3 part-time Overnight – 2 full-time overnight – 3 part-time

11. 24-hour guard Cameras and swipe systems Close relations with police Walkthroughs – Keep a sharp eye Observe routines & trends Security

12. Hidden Issues Student expectations Sleepers Unusual behavior Stress factors

13. Hidden Benefits Early alerts Maintenance issues Leverage downtime International campuses

14. Communication Is Key Shift changes Call escalation Notifications – Pages – E-mail – Reports

15. Scalability Time – Cyclical nature of academic year – 24 hours not always necessary Space – Shared – Subdividable

16. Scalability Staffing – Staffing Levels – Home on call or at site – Shift swap – Consolidate with other 24 hour staff

17. What Did We Learn? 24 Hour Society

18. If you build it, they will come

19. Scalable for big and small

20. 24 hours does not always mean 24 x 7 x 365

21. Expect the unexpected

22. Questions Web: techcenter.temple.edu E-mail: techcenter@temple.edu

23. Usage Statistics Semester Number of Students Per Day Week

24. Daily Use Peak Lab Usage Percent Usage Per Hour

25. Daily Use Peak – Breakout Rooms Percent Usage For Rooms