1 / 9

Collaborating Outsourcing of the IT Help Desk

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. About ASU and Pima. About PerceptIS. Key Services:

verna
Télécharger la présentation

Collaborating Outsourcing of the IT Help Desk

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 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. About ASU and Pima

  3. 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. 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. Final Solution

  6. Getting There • Assessment • What is working? What is not? • Implementation • Knowledge gathering • Technical considerations • Go-live • Pilot testing • Communication to students, faculty, staff • On-going support • Metrics • Communication between PerceptIS and the University

  7. 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. 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. Questions? • Q&A

More Related