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Bethel University After Hours/On Call Support

Bethel University After Hours/On Call Support. Douglas Nguyen Director of User Services dnguyen@bethel.edu 651-638-6297. Michael Johnson Help Desk Manager md-johnson@bethel.edu 651-635-8639. Bethel University. Based in St. Paul, Minn., with additional seminary locations on both coasts.

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Bethel University After Hours/On Call Support

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  1. Bethel UniversityAfter Hours/On Call Support Douglas Nguyen Director of User Services dnguyen@bethel.edu 651-638-6297 Michael Johnson Help Desk Manager md-johnson@bethel.edu 651-635-8639

  2. Bethel University Based in St. Paul, Minn., with additional seminary locations on both coasts. Offers undergraduate, graduate, seminary, and adult education programs. 6,200 students from 48 states and 29 countries.

  3. How it got started? • Weekend outage in 2009 • Top level cabinet became aware • IT leaders meeting • Why this now? • It has been a thorny issue • Institution is growing; users needs are growing • They want IT support when they use our service • Everything is increasing => 24/7 • But how are we going to meet demand?

  4. Issues vs. Outages Issues are an inconvenience and often result in loss of productivity for individual users An outage is a failure or loss of service of a critical institutional resource that affects multiple users Users often do not understand the difference between “issue” and “outage” Recognized early on that we can only hope to address outages, not individual issues with on-call support

  5. A better definition of outage “Critical Outage is when a mission critical service is down or severely degraded for the entire campus or a large portion of the campus.” Georgia State University

  6. Purpose/Goal “To be an IT conduit for communication, to help solve, and to be a liaison to the extend possible for end users.” Provide first and second tier support for outages. All normal support issues are handled on next business day.

  7. Questions?

  8. Hours Beyond the normal employee business support hours (M-Th7:30am-6pm and F 7:30am-5pm), the institution wanted to add: • Mon-Thu 7-7:30am & 6-12pm (6.5 hrs) • Fri 7-7:30am & 5-10pm (5.5 hrs) • Sat 8am-10pm (16 hrs) • Sun 2pm-12am (10 hrs) • TOTAL 57.5 hours

  9. Equipment/Tools Internet access – Netbook with broadband for mobility Shared PDA Phone – Android phone (Verizon) A printed playbook – Support catalog, procedures, SLA, and contacts information Network monitoring – Paging for every monitored issue doesn’t work for the on-call staff – We leverage Nagios to look up issues

  10. Equipment/Tools (cont.) Internal VPN – to get to secure resources Remote control tool – bomgard.com Transcription service – phonetag.com ACD phone tree – added routing to transcription service and the option to leave an emergency outage message during the prescribed hours

  11. Equipment cost Data on laptop - $50 Data phone - $50 PhoneTag - $30 $130/month

  12. Implementation strategy • User call Help Desk extension as normal. • After business hours, they have an option to leave an outage message. • The call is routed to PhoneTag • Notifies on-call phone • Creates case from transcription and attaches WAV file • The on-call person determines the best course action based on playbook and escalation rule.

  13. Escalation rule

  14. Questions?

  15. Communication strategy State expectation up-front, not only in SLA but in the voicemail greeting. “You have reached a voicemail box intended for after-hours reporting of the outage of a critical institutional resource that affects multiple users. Please leave your name, ID number if available, phone number, current location, and a brief description of the outage. Your voicemail will be transcribed. Please note that we intend to respond to outages within 30 minutes; we will respond to non-outages the next business day. Normally we will communicate via email messages generated by Footprints. Thank you for calling.”

  16. Employee compensation • 6-person rotation • What is fair for staff? 1. Monetary 2. Flex-time 3. Perks • Team understood that the institution is under no obligation to meet any of the requests Institution approved 1/10 flex-time but stipulated that it must be used by the next rotation.

  17. Results Started 10/1/09. 12 weeks trial mode. ~ 2 a week during first 12 weeks. ~ 2 a week currently. We have been able to respond on time to almost all calls. Had one lapse – 4 hours outage that was typically only 15 minutes. We had no ETA to communicate => Escalation rule and quarterly meetings It’s a success. Several prominent faculty members who have been a long time complainers gave us a great review for the work we did for them. Normally, they would have reached no one.

  18. Thank you Douglas Nguyen Director of User Services dnguyen@bethel.edu 651-638-6297 Michael Johnson Help Desk Manager md-johnson@bethel.edu 651-635-8639 Comments and questions?

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