1. Deakin University David Schwarz Technical Services manager Operational Services Provision Group

2. Overview >Young University >Charter to provide degrees to distance learning students >Strongly centralised >Bowerbird culture when it comes to Technology.

3. Stats >4 Campus’s, >1 urban, Burwood – East Melbourne >2 major regional town, Geelong >1 minor regional town. Warnambool >35,000 students >2700 staff >3 Trimesters a year (talk about this later)

4. ITSD >Centralised model of delivery >218 staff (not all full time) >Use ITIL/Prince >SOE/MOE since 2001 >In house Service desk since 2004  Outsourced to Fujitsu in 1996

5. Service Desk service offering >Open 7am to Midnight weekdays >Open 8am to 8pm weekends >Handles 7000 – 15000 calls month >~65% resolved on first contact >Staff work 4 or 8 hour shifts. >2 staff on 7am to 8:30 am and 5:30pm- Midnight  Use students in partnership with staff

6. Service Desk service offering >Support  Desktop SOE / hardware support  Corporate applications  AV first line support  Computer lab support  Off campus student support  Network and P phone add/changes/deletes  Account management – passwords if the automatic page fails for some reason.  Anything else people can call about

7. Service desktop – second line support >Systems and network staff only >Mandatory >Oncall  7am – 8:30am and 5:30 – Midnight  8am-8pm weekends.  56 hours / week >Only covers student facing systems and infrastructure. >Other systems can have second line support on a cost recovery basis.

8. Service desktop – second line support remuneration >20% of hourly rate for every hour on call  Works out to extra 11.2 hours pay per week  ~$300 for a full week. >Track these costs in a separate budget code >+ overtime rate if called  1 hour if off site minimum  3 hours if called in >10 hour break or if called back to work double time until 10 hour break occurs.

9. Planned maintance >Servers patched twice a year  Only exception are faults and security patches >Workstations patched monthly  Software releases weekly >Applications patched in releases  Releases every four weeks  QA release to QA servers every other cycle  Outage window in conjunction with customer  Only exception is emergency changes

10. Support tools >Nagios  Monitors 1200 network devices  Monitors 10352 items  Automatically alerts SD on failures or potential failures  Automatically SMSs management 15 minutes later If SD Acknowledge within 15minutes no SMS

11. Support tools >Work instruction tool  Built in 1 week  Now holds 2000 fully documented work instructions  Demo