1. 1 Streamlining Support Resources in a Whitewater Economy Presented by: Brad Semma, Andy Voelker 1

2. 2 A Little About WCU Part of the University of North Carolina System Approximately 4,100 residential students 12 residence halls with one under renovation Incoming Freshman class of about 1450 Over 9,800 students total One of the most affordable schools in the UNC system Popular degree programs include education, nursing, forensic anthropology, and music

3. 3 WCU ResNet = Student Computing ResNet = Student Computing Software Support (malware, OS troubleshooting, etc.) Hardware Diagnosis (Not certified for hardware repair) Maintenance and basic repair of residential network

4. Western Carolina University Ye ‘ole Student Computing

5. Western Carolina University Reasons to Flip Support Overload of support requests Run-aroundDemand Bench time Poor reviews Support Overload of support requests Run-around Demand Bench time Poor reviews

6. Western Carolina University Survey Results and Timeliness Fall ’08-Summer ’10 Survey Results and Timeliness Fall ’08-Summer ’10

7. Western Carolina University Student Computing Incidents by Month Fall ’08-Spring ’10 Student Computing Incidents by Month Fall ’08-Spring ’10

8. Western Carolina University Staffing Over budget/under funded Limited operational hours Limited staff flexibility and organizational rigidity Training No cross training between groups Services Services located at 6 separate locations Staffing Over budget/under funded Limited operational hours Limited staff flexibility and organizational rigidity Training No cross training between groups Services Services located at 6 separate locations

9. Western Carolina University Main Computer Lab Main Computer Lab Help Desk Help Desk Hardware Services Student Computing TIPSTIPS Equipment Checkout CheckoutEquipment

10. Western Carolina University Rebuilding the House Rebuilding the House Co-Location Separate by tier rather than service Resource and staff sharing Communication IM Client Signage Knowledge Base WikiFTPTraining Cross training FTE’s and Student Employees Heavy process implementation Co-Location Separate by tier rather than service Resource and staff sharing Communication IM Client Signage Knowledge Base WikiFTPTraining Cross training FTE’s and Student Employees Heavy process implementation

11. Western Carolina University Equipment Check Out Equipment Check Out Main Computer Lab Main Computer Lab TIPS Student Computing Student Computing Hardware Service Drop-Off Hardware Service Drop-Off Help Desk Walk Up Help Desk Walk Up

12. Western Carolina University The Finished Product

13. Western Carolina University Recording Better Data Incident:Break/Fix Restore Functionality that previously existed Incident:Break/Fix Service Request: Gain Functionality Upgrades Routine Maintenance Service Request: Gain Functionality Upgrades Routine Maintenance

14. Western Carolina University The Final Building The Final Building More Efficient Process One-stop point of contact Lessen Staff Issue Decreased Wait Times Shared workload amongst Tier 1 and Tier 2 More Efficient Process One-stop point of contact Lessen Staff Issue Decreased Wait Times Shared workload amongst Tier 1 and Tier 2

15. Western Carolina University Survey Results and Timeliness Fall ’09-Spring ’11 Survey Results and Timeliness Fall ’09-Spring ’11

16. Western Carolina University Student Computing Incidents by Month Fall ’09-Spring ’11 Student Computing Incidents by Month Fall ’09-Spring ’11

17. Western Carolina University Student Computing Incidents by Month Fall ’09-Spring ’11 Student Computing Incidents by Month Fall ’09-Spring ’11

18. Western Carolina University Expanding the Floor Plan Expanding floorplan for Technology Commons Expanding equipment checkout Staffed Purchasing locations Remote Support for Students Location on Millenium Campus Collecting student feedback for new initiatives Collecting More Data to Justify Requests Expanding floorplan for Technology Commons Expanding equipment checkout Staffed Purchasing locations Remote Support for Students Location on Millenium Campus Collecting student feedback for new initiatives Collecting More Data to Justify Requests

19. Western Carolina University Questions? Questions? Please Evaluate Us http://www.resnetsymposium.org/rspm/evaluation/