West Virginia University Office of Information Technology One

West Virginia University Office of Information Technology One Stop Shopping For IT Support Services Sid Morrison Director, OIT Support Services (sid. morrison@mail. wvu. edu) Support Services

West Virginia University Office of Information Technology Copyright Notice Copyright Sid Morrison, 2002. This work is the intellectual property of the author. Permission is granted for this material to be shared for noncommercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Support Services

West Virginia University Office of Information Technology Background and History l Decentralized Campus – – – Centralized Administrative Support Focus on Financials and Student Records Little or no Academic Support Small Independent IT Units in Colleges Outsourced Data Center Support Services

West Virginia University Office of Information Technology Background and History l Independent Computer Units Within IT – – – Duplications of Effort Lack of Communications Single Function Support Multiple Help Units Lack of Historical Data Support Services

West Virginia University Office of Information Technology Background and History l Holes in the Service Offering – Faculty/staff/students purchasing from retail outlets l l – Employees calling for assistance l l – Not compatible with campus systems/networks Would not meet their needs Round robin handoffs Eventually gave up out of frustration No support services for students Support Services

West Virginia University Office of Information Technology Background and History l Holes in the Service Offering (Continued) – No tracking of problems l l – Calls lost or forgotten No response or resolution to caller Multiple numbers to call for service l l User had to diagnose problem to determine who to call User had to maintain a list of contact numbers Users contacted specific individuals for specific problems No backup assistance if primary was not available Support Services

West Virginia University Office of Information Technology Result: Lack of Credibility in IT Support Services

West Virginia University Office of Information Technology About 5 years ago, we set out to fix these problems New CIO who had: l l Vision Strategic Plan Experience Change Agent Support Services

West Virginia University Office of Information Technology The Support Vision l l l Centralized support agency Single point of contact Incident tracking and reporting Services for students Hardware, software, & networking standards Purchasing advice and assistance Support Services

West Virginia University Office of Information Technology Realistic View l Problems did not occur overnight – l We will have resistance to change – l Will take some time to fix Users accustomed to old methods We must overcome lack of credibility Support Services

West Virginia University Office of Information Technology Step 1: Create a Stable Core (1998) l Start by merging the most stable services – – – l The most mature help desk Desk-side support Microcomputer repair service Survey and select help desk software – – Full featured product desired Compatible with existing data and a planned Oracle system Support Services

West Virginia University Office of Information Technology Step 1 Organization Customer Support Help Desk-side Support Microcomputer Repair Support Services

West Virginia University Office of Information Technology Product Selection MAGIC Total Service Desk l Network Associates l Incident tracking and reporting l Severity level assignment and escalation l Knowledge base l Self service help desk Support Services

West Virginia University Office of Information Technology Step 1 – Problem Magic on Oracle l Oracle accepted as campus standard l Vendor claimed support for Oracle l Delay due to DBA staff dedicated to ERP l Attempts to interface Magic with Oracle failed l NAI technical support wasn’t helpful l Moved to MS SQL Server l Lost nearly 9 months Support Services

West Virginia University Office of Information Technology Step 2 – Start Expansion (1999) Create Technology Support Center (TSC) l Focus on service to students/parents l Sales assistance and discounts l Student computer repair l Internet connection in residence halls l Collaborative with Student Affairs l Merged Microcomputer Repair unit into TSC Support Services

West Virginia University Office of Information Technology Step 2 Organization Customer Support Help Desk-side Support TSC Microcomputer Repair Support Services

West Virginia University Office of Information Technology Step 3 – Management Structure (2000) l Upgrade Associate Directors position l Put new Director in place l Merge other service units under Director – – Computer Consulting Training Electronic Mail Support Computer Account Management Support Services

West Virginia University Office of Information Technology Step 3 Organization Director of Customer Support Help Desk-side Support TSC Computer Consulting Training Microcomputer Repair E-Mail Support Account Management Support Services

West Virginia University Office of Information Technology Step 4 – Service Expansion (2001) l Merging other (single function) help desks l Single phone call for: – – – – Telecommunications Networking Information Systems Financial Applications Training Consulting Repair Support Services

West Virginia University Office of Information Technology Step 5 – OIT Reorganization (2002) l Create Support Services Department l Merged more services under the umbrella – – – Public Relations Student Labs Assistive Technologies Campus Wide Software Licensing Test Scanning and Scoring Student Portal Support Services

West Virginia University Office of Information Technology Step 5 (Continued) l Expand function of existing services – – – – Dell Warranty Repair Center Help Desk Self Service Help Desk call recorder Recover outsourced electronic mail services Administrative hardware purchases Procurement card purchases Partnership with H/R Training Support Services

West Virginia University Office of Information Technology OIT Support Services l Customer Service Center (CSC) – – – Help Desk-side Support Knowledge management Severity level management Incident tracking and reporting Support Services

West Virginia University Office of Information Technology OIT Support Services l Technology Support Center (TSC) – – – – Sales assistance and advice Computer repair services Warranty repairs Hardware standards Parent/student public relations Virus control Student connectivity Vendor relations Support Services

West Virginia University Office of Information Technology OIT Support Services l Training and Publications Services (TPS) – – – Scheduled & unscheduled workshops Web page support Electronic Theses and Dissertations support Workshop documentation standards Training Lab Management Support Services

West Virginia University Office of Information Technology OIT Support Services l Academic Information Services (AIS) – – Student labs Assistive Technologies Scanning and scoring service Computing and Technology Fair Support Services

West Virginia University Office of Information Technology OIT Support Services l Technical Support Services (TSS) – – – Electronic Mail Support Student Portal Support Account Management Services LISTSERV Support Project Management Support Services

West Virginia University Office of Information Technology OIT Support Services l Management and Administration (M&A) – – Quality Control Public Relations Software Site Licensing Policies and Procedures Support Services

West Virginia University Office of Information Technology Step 5 Organization Director of OIT Support Services TSC CSC Help Desk-side Support TSS Microcomputer Repair TPS AIS E-Mail Support ETD Student Labs LISTSERV Web Services Assistive Technologie Account Management Support Services

West Virginia University Office of Information Technology Changing the Culture l Overcome resistance to change – – l Overcome lack of credibility – – l Communicate, communicate Play up key features of interest to detractors Consistent track record of success Communicate, but deliver on promises New system installation – – Stick with what the vendor guarantees Escape clause in contracts Support Services

West Virginia University Office of Information Technology What’s Next l Year of Control – – – l Standards Performance measures Planning Regional Campus Support – – – Help Desk Sales & Service Training Support Services

West Virginia University Office of Information Technology Thanks for Attending Slides will be available at: www. wvu. edu/~support/support_services_slides. pdf after 7/1/2002 Support Services