2. Supporting Sakai at the University of Michigan Sean DeMonner, demonner@umich.edu Diana Perpich, dperpich@umich.edudperpich@umich.edu Hannah Reeves, hannabel@umich.edu

3. June 8, 2005 2 Sakai at U-M CTools is local instance of Sakai (1.5 currently; 2.0 in Fall 05) Supported by USE Lab (Usability, Support, Evaluation) –Co-located w/Development Currently in 3rd year of production Recently completed migration from legacy system-all course, project sites using Sakai Support considerations

4. June 8, 2005 3 Staffing Information 3 FTE Professional Staff Support: 90 hours/week part time, temp QC: 30 hours/week part time, temp Affiliates (varies by unit)

5. June 8, 2005 4 Training Ongoing, but usually at beginning of term Pre-emptive support Focusing on instructor Group presentations preferred Low-stakes student introduction

6. June 8, 2005 5 Quality Control Internal staff testing local instance Critical to test local installation and integration points with campus systems Cross-testing w/Sakai QA Focusing on feature and integration testing, starting load testing Some automated testing w/Empirix Browser breakdown (reflects campus computing sites and other usage)

7. June 8, 2005 6 Sakai Adoption at Michigan Fall 2002- Winter 2005

8. June 8, 2005 7 Support Avenues: Email contact –Footprints queuing tool –Business, evening and weekend hours Phone Calls –Business hours –Relatively small number (3-6/day) Walk-ins (very rare)

9. June 8, 2005 8 Migration Experience CourseTools to CTools WorkTools to CTools Project Overview Number of Sites (approx. 1600) Progress report

10. June 8, 2005 9 Currently 9500 sites total, 4000 project sites

11. June 8, 2005 10 Customer Descriptive Data

12. June 8, 2005 11 Support Requests - W05

13. June 8, 2005 12 Issue Tracking - Footprints Electronic queuing mechanism Metrics gathering and reporting (4363 requests) Issue classification:

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17. June 8, 2005 16 Quality Indicators & Metrics Number of contacts Total ticket age (phasing out) Number of touches (in progress) Response time (in progress) Satisfaction data Daily and weekly status reports

18. June 8, 2005 17 Touches Per Ticket - W05

19. June 8, 2005 18 Support Survey - Instructors 475 respondents total; 34.1% survey respondents have contacted CTools support through email or phone For instructors, contacting Support via email is #1 on the list of “most effective way” they get help (27.2%) Instructors are very satisfied with Support Services (4.13 out of 5 quality rating)

20. June 8, 2005 19 Support Survey - Students 1887 respondents total; 8.7% survey respondents have contacted CTools support through email or phone For students, contacting Support is 7th on the list of “most effective way” they get help (.7%), with "Keep trying on my own" at the top (39.1%) Students are moderately satisfied with Support Services (3.67 out of 5 quality rating)

21. June 8, 2005 20 Additional Thoughts Support & migration sites (importance of using our own tools) Multiple Tiers of Support staff Hiring and development of Tier 1 staff Distributed support ideal (Affiliates in units) Usage data tracking vs. service delivery Escalation / Communication Flow Advisory committee(s)

22. June 8, 2005 21 Questions?