Information Technology Services - User Support ServicesMay 24, 20021 Information Technology Services...

May 24, 2002 Information Technology Services - User Support Services 1

Information Technology ServicesUser Support Services

Craig Schultz

IACC

May 24, 2002



•Help Desk•Training•PC/LAN•Workstation Program•Computer Lab Operations•PolyCard



Help DeskBob Bojorquez, Coordinator

http://helpdesk.calpoly.edu


Key Baseline Services – Help Desk

Access to Information and Service Resolution• Centralized “single point of contact” service request/call routing center• Account information, forms and applications for “Tier 1” support• NEW! – Remedy Web access: self-service request and tracking• Extended support hours

Campus Resources and Support• CMS/PeopleSoft dedicated support and direct-dial assistance• Imagine Modem pool, Internet and Mobile Computing support• Wireless and DHCP configuration • Site Licensed software distribution• CD-ROM burning and distribution

Remedy “Action/Request” System• CSU “Best Practices” Remedy installation and team• Remedy available to all campus technical support staff• Training and reporting services for “root cause” analysis


Dashboard Metrics – Help Desk

Standards, Processes and Policies• Working with the Office of the CIO, implemented 11 standards, processes,

and policies with direct benefit to students, staff, faculty and emeritus• Revamped the Help Desk Web site http://helpdesk.calpoly.edu • Revamped the Remedy Web site http://remedy.calpoly.edu• Revamped the Software Site-License Web site http://site-licensing.calpoly.edu • Revamped the Software Downloard Web site http://software.calpoly.edu• Trained entire “After-Hours” Help Desk team and expanded coverage

to approach 24 x 7 x 363 with service requests doubling within the past year

Operations and Projects• CMS-PeopleSoft Support for Human Resources and Financials:

1,490 CMS Remedy Tickets submitted with “Tier 1” resolution rate of 99%• Uptime of Remedy system is 99+% with no events resulting in disruption of service• Research Park – assist in GIS mapping, researching and printing• Replicated 1,000 CD-ROMs in support of campus projects, events, SW distribution



Remedy Cases Resolved by Group (May 2000 – April 2002)College/Division Utilization of Remedy Increased 600%



Number of Phone Calls Per Month (April 2001-April 2002)Total number of calls decreased by 5%, yet overall time spent increased by10%

2029

1600

2026

1851 1865

2332 2340

1525

1199

2174

1595

14261431

0

500

1000

1500

2000

2500

Apr-01 May-01 Jun-01 Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02


11,239

4,791

3,716

977

469

149

244

743

14,752

4,638

3,759

1,149

533

460

271

112

89

0 2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000

Staff

Student

Faculty

Foundation

Emeritus

Alumni

ASI

No Selection

External

Req

ueste

r Ty

pe

Number Submitted

May 2001 - April 2002

May 2000 - April 2001

32% Increase

0


Number of Calls Submitted by Requestor TypeStaff requests increased by 32% (approx. 40% attributable to CMS-PeopleSoft, with bulk of the remainder attributable to new computers, e-mail, applications)



Annual Number of Service Requests Submitted per CollegeThe colleges represent 28% of all cases – an increase of 10% over the previous year

1,193

586

277

568

262

716

1,710

1,416

1,264

951

1,756

955

640

1,257

0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2,000

College ofAgriculture

College of Arch &Env Des

College of Business College ofEngineering

College of LiberalArts

College of Science &Math

Univ Center forTeacher Ed

May 2001 - April 2002

May 2000 - April 2001

25% Increase 12% Increase 3% Increase 33% Increase 3% Decrease 13% Increase 6% Increase



Annual Number of Total Hours Spent on Cases per CollegeIncreases from 31% to 143%, with CAGR, CAED and OCOB leading the pack

1,231

558

483

970

882

1,171

279

507

246198

487

673 658

162

0

200

400

600

800

1,000

1,200

1,400

College ofAgriculture

College of Arch &Env Des

College ofBusiness

College ofEngineering

College of LiberalArts

College of Science& Math

Univ Center forTeacher Ed

May 2001 - April 2002

May 2000 - April 2001

143% Increase 127% Increase 144% Increase 99% Increase 31% Increase 78% Increase 72% Increase



Number of Virus-Related Cases Reported Campus-wideCampus technical staff average 4.2 hours/week (per person) on virus-related activities

10

15

20

25

30

35

40

45

50

Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 J an-02 Feb-02 Mar-02 Apr-02



CMS-PeopleSoft Cases Submitted and ResolvedTotal time spent on transactions last year = 1,168 hours or 37 minutes per call (average)Note: this does not include meetings, documentation, research, testing and travel.

0

50

100

150

200

250

300

350

May-01 Jun-01 Jul-01 Aug-01 Sep-01 Oct-01 Nov-01 Dec-01 Jan-02 Feb-02 Mar-02 Apr-02

Submitted Resolved


Dashboard Metrics – Remedy

•Completed major upgrade of Remedy Help Desk application “on time, on spec”•Extended Remedy utilization to campus-wide technical support staff; currently provide service to thirteen external support groups

•Successfully enabled end users to submit and view requests by providing Web-based interface - accessible virtually 24 x 7 x 365 via Internet access – forboth Mac and Windows users•Improved communications regarding computer-related problems and requestswith end-users by implementing and enhancing e-mail notifications

Implemented interfaces that integrate Remedy with existing applications, including:•Nightly interface with Directory Server to refresh information on supported users•LDAP authentication for user logon and password against central directory•Site Licensing Web site – first “self help” application with direct Remedy casesubmission



•Defined Remedy roles and responsibilities for centralized + decentralized support•Enhanced Remedy case classification and call routing (e.g. direct assignment)•Developed specialized Web interface to accommodate the unique needs ofOpen Access Computer Labs•Offered custom Remedy training and reporting assistance•Developed and enhanced statistical, analytical and specialized reports; distributed via the Web and email, both periodically and on request


2001/02 Accomplishments – Help Desk.

Goal/Priority* Accomplishments and StatusHD0007, 22 / 1 Remedy – Cairo 4.5 (Web) Implementation

Complete for both Mac and Windows users

HD0013 / 1-3 Help Desk in the University UnionASI remodel is deferred to Summer 2003; actively seekingalternative space for satellite Help Desk in advance of Fall Qtr (WOW)

HD0020 / 1 SLOOP – Standard Loop Closure for ITS ProcessesWorking with the Office of the CIO, implemented 11 standards, processes and policies with direct benefit to all users

HD0023, 24 /1 Remote Access, Modem Pool Strategy and Certification Trial(e.g. Charter Cable, Pac Bell DSL) Cal Poly and Charter networks connected as of Spring 2002;“Project Sasquatch” continues to undergo feasibility studies

Item 38 / 2 Catalog of Services – Resource and Service Inventory The Web site target to “go live” is Friday, May 31, 2002

Item 39 / 2 Cal Poly Web Search Engine and Web Refresh Google has been purchased and will be installed Summer 2002;target date for Cal Poly Web site revamp is Summer 2002

* Based on AACC/IACC Lists


Major Benefits Derived – Help Desk

Progress has made to increase our service levels, availability, accessibility and reliability by:

•Upgrading Help Desk cross-training and documentation

•Understanding and improving our support processesand knowledge of college-specific environments

•Defining service level expectations (e.g. response and resolution times)and call-handling procedures for centralized and decentralized staff

•Commitment to professional development and training in new technologies

•Effective use of Cal Poly Portal and Web sites for communications, tied to Remedy “root cause” analysis.



TrainingMarsha Epstein, Coordinator

http://training.calpoly.edu


Key Baseline Services - Training

Consultation and Training to the Campus Community• Hands-on and One-on-One computer training classes on supported software

coordinated with the Library and Orfalea College of Business• Brown Bag Seminars on specific topics of faculty interest• Blackboard “Learning Management Systems” orientation• Cal Poly “Guide to Computing” and end-user documentation guides

Tier 2 “Deep Level” Technical Support• Training lab, phone & in-person technical support tied to

Remedy service requests and “root cause” analysis• Identify candidates for “self-service support” by users, whether through training

and/or business process improvements• PDA, mobile computing training & hands-on support• Blackboard - technical & pedagogical consultation,

administration, workshops• CMS support - manage enrollment database, nVision training,

product testing and documentation• AMSPEC support of financial databases for the CSU

Colleges of Business


Key Baseline Services - Training

KeyServer• Available at no charge to on-campus staff, faculty on both Macintosh

and Windows platforms. n=500 active accounts, with n=400 in student computing labs. Of faculty/staff accounts, n=100 use KeyServer daily (very heavy-users)

• Available in all ITS Open Access computer labsand CAGR, CSM and Robert E. Kennedy Library computing labs during open access timeslots (n=395)

• Services extended to ASI, Foundation in pilot programto ascertain demand/utilization tied to specific requests(n=50 currently)

• Software titles and licensing pool updated yearly• Automation of user-initiated account requests via Remedy• College technical staff are empowered to install software

on workstations• Off-campus access for faculty and staff

beginning June 2002


3657

206 174 137

0

500

1000

1500

2000

2500

3000

3500

4000

Staff Faculty Students Foundation

Dashboard Metrics - Training

Number of Completed Courses During FY 01-02Staff experienced a 225% increase in completed courses over the preceding year, with faculty enrollments and completion rates increasing 10%

CMS training represents 60% of total staff enrollments



Number of Completed Courses During FY 01-02CLA and CAGR attendance/completed courses increased 270% over the previous yearCMS as percentage of total completed courses: ITS (30%), CLA (55%), CAGR (65%), CSM (63%), CENG (73%), CAED (74%), OCOB (50%), Library (29%) and UCTE (50%)

0

50

100

150

200

250

300

350

400

450

ITS CLA CAGR FiscalServices

SAS CSM CENG CAED FacilityServices

OCOB Library



Learning Management Systems – Faculty, Course, Student Enrollment In the past year, Faculty use of Blackboard has increased 59% - with the total number of classes that use Blackboard increasing 46% and the total number of students that use Blackboard increasing 34%. Spring Qtr n=108 faculty using Blackboard for “live” classes.

0

20

40

60

80

100

120

Spr00

Sum00

Fall00

Wtr01

Spr01

Sum01

Fall01

Wtr02

0

500

1000

1500

2000

2500

3000

3500

4000

4500

Faculty

Courses

Students

WebCT students via CSM classes: n=1,600 during Spring '02

Note: each "n" represents one WebCT seat



One-On-One and Faculty Development

•Provided 32 One-on-One Blackboard consultations in faculty offices•Presented 6 specialized Blackboard workshops for individual departments•Delivered 27 Blackboard workshops (Fall 2001-Spring 2002)•Coordinated 18 Brown Bag Workshops (Fall 2001-Spring 2002)•Facilitated “Redesigning Your Course to Use Information

Technologies” workshops, Summer 2001•Provide support and training for 11 faculty for the OnlineLearning Grant received by College of Liberal Arts•Provide on-going PDA support and are collaborating with Library on developing instructional uses of PDAs


2001/02 Accomplishments - Training.

Goal/Priority* Accomplishments and StatusItems #2, 3, 25, 26, 42 / 1

Tailor centralized IT training to accommodate scheduling constraints for both Workstation programs. Ongoing. Optimize training to meet faculty training constraints. In process—now offer multiple one-hour sessions in Excel & Blackboard. Ongoing. Hosted two state-wide Oracle classesand multiple, campus-wide Microsoft classes.

Item #6, 38 / 3 Completed KeyServer expansion to in Open Access Computing labs – and off-campus access for faculty and staff.

Baseline

Baseline

Collaborate with campus and external organizations to enhance & offer new faculty development opportunities. Ongoing, with expanded Blackboard training, summer workshops with Library.

Standardized support for e-mail clients/mobile computing. Ongoing.



2001/02 Accomplishments - Training.

Goal/Priority* Accomplishments and StatusItem #16, 17 / 1 Upgrade of Blackboard server to Level 2 (Wtr 02), with Level 3

targeted for July 2002

Item #16, 17 / 1 Procurement of EDU Campus to facilitate conversion from WebCT to Blackboard standardized “Learning Management System” platform

Baseline CATS Conference invites and attendance from campustechnical staff (CSU Academics Technology Staff) conference

Baseline Award of CSU-Center For Distributed Learning (CDL) grant to be completed Summer 2002

Baseline Completion of faculty specific projects: BIG (Borland) and interactive music/form analyzer (Rinzler)

Baseline Complete revamp of Training, KeyServer and Blackboard Web sites for stability and ease of navigation for users.



Major Benefits Derived - Training

• Hour-long training classes very popular• Departmental Meeting presentations spread the word about

Blackboard:

11 presentations—”What the ITS Training Group can do for you!” resulted in …

6 specialized Blackboard workshops for individual departments

32 One-on-One Blackboard consultations in faculty offices

• Increased expertise in mobile computing, PDAs• Enhanced support for “Road Warriors” with upgrade to OpenMail

Server• Effective use of Cal Poly Portal and Web sites for

communications, tied to Remedy “root cause” analysis.



PC/LANDoug Scheel, Interim Coordinator

http://pclan.calpoly.edu


Key Baseline Services – PC/LAN

•Consultation (Technical Architecture and Solutions)•Hardware Installation, Maintenance & Troubleshooting •Software Installation, Maintenance & Troubleshooting•Software, Hardware Standards + Evaluation Process•Consultation Procurement Assistance•Pooled software purchase•PeopleSoft installation and support for PeopleSoft and Citrix client software•Network connections and workstation troubleshooting•Remote Printer Installation•Documentation: primary focus on e-mail and calendaring; secondary focuson technical support documentation •Virus warnings, definitions & software patches•System information for “lan-cords” and Service Level Agreement users •Remedy - trouble-ticket entry and reporting for metrics•ITS Training Lab Management


Dashboard Metrics – PC/LAN

“What you can’t measure, you can’t manage. When you mismeasure, you mismanage.”

Order of Magnitude FY 01-02 Changes Over FY 00-0115% increase in quantity of Remedy service requests 25% increase in complexity of calls20% increase in end-user satisfaction10% increase in desk coverage by staff and students60% increase in time spent on collaborative projects with colleges

50% increase in ITS Training Lab maintenance with 400% increase in use20% decrease in rework of Remedy service requests25% decrease in time to respond to calls15% decrease in time to resolve calls


Dashboard Metrics – PC/LAN

“What you can’t measure, you can’t manage. When you mismeasure, you mismanage.”

Transactions, Transitions and Transformations20% of all service requests are “90-8-2” self-service candidates30% of all service requests are preventable with existing or future technology10% of all service requests could have been avoided with user training

The mainstream user in the Faculty Workstation Programreceives approximately 4.0 hours of support per year from PC/LAN.

Note: this includes both service calls, personal contact, research,development, documentation and related service activities.


2001/02 Accomplishments – PC/LAN.


Goal/Priority* Accomplishments and StatusLN0001, 1A / 1 Integrated ITS Desktop Mgt – pilot to implement a single campus

service to facilitate file sharing, workflow, better use of push technology.

Server stored applications successfully deployed upon user request. Application repair at login is in progress. File sharing services and security is in progress.

Provide improved security for multiple user computers via pilot project underway with CSM. Workstations have been deployed and configured to authenticate to a centralized sever for improved data storage both locally and on a server backed up nightly.

Item #2 / 1 Host Cal Poly-customized Microsoft Windows and Active Directory training courses for campus technical staff.


2001/02 Accomplishments – PC/LAN.


Goal/Priority* Accomplishments and StatusItem #29 / 1Infrastructure

Articulated an equitably funded centralized support for Novell software.

Baseline Refine PeopleSoft Citrix server support forMacintosh, Windows and remote users.

Baseline Define processes for software version control (new titles, upgrades)

Baseline Make widely avaiable test environment for workstation technical staff campus-wide

Baseline Mobile computing – expand and improve services. Test project to evaluate PDA wireless capabilities for deployment. Improved workflow by standardization of process resulting in quicker problem resolution time. Test project for Imagine modem pool access via cellular phone service. Wireless coverage maps for campus to be published via Web June 2002.


Major Benefits Derived – PC/LAN

Progress has made to increase our service levels, availability, accessibility and reliability by:

•Infrastructure enhancements to provide reliable, secure test and production services

•Upgrading PC/LAN cross-training and documentation

•Improved response times to virus outbreaks and increased technical support information to resolve virus issues.

•Improved workflow by standardization of supported softwareand tighter integration and compatibility of the software.

•Computer imaging process to improve turn-around time for catastrophic software failures and deployment of new computers.


Major Benefits Derived – PC/LAN

Progress has made to increase our service levels, availability, accessibility and reliability by: (Continued)

•Understanding and improving our support processesand knowledge of college-specific environments

•Defining service level expectations (e.g. response and resolution times)and call-handling procedures for centralized and decentralized staff

•Commitment to professional development and training in new technologies

•Improved Faculty and Staff support as reflected in shorter responsetimes, quicker resolution times – and faster adaptation of newtechnologies

•Effective use of Cal Poly Portal and Web sites for communications, tied to Remedy “root cause” analysis.



Workstation ProgramDale Kohler, Coordinator

http://fwp.calpoly.edu


Key Baseline Services – Workstation Program

The Workstation Program was established in 1996 under theguidance of the IACC to ensure faculty access to current computingand communications tools. A similar model has been formalized for staff this year and will move forward – pending available funding sources.

Core activities of the Workstation Program include:

•Fully integrated hardware and software specifications•Consultative services and vendor quotations•Technical training and support•Year-round deployment on a four-year refresh cycle•College-level, decentralized decision-making


Dashboard Metrics - Workstation Program

•Faculty – expansion of the program from n=813 to 876 in future years,using a revised allocation model that incorporates both FTE and headcount

•Staff – refresh of 85 workstations in colleges

•Average price of Dell desktop has been lowered from $2,000 in FY 00-01to $1,147 in FY 01-02 (comparable savings for Apple computers)

•Laptop ownership has increased approximately 40% during FY 01-02

•Leasing has been discontinued resulting in savings of approx. $100,000 per year

•Consultations for procurement totaled 263 formal e-quotes in FY 01-02,with estimated savings to the campus approaching $150,000 throughassertive and wise purchases practices. Campus-wide Dell procurementstats are: 571 desktops ($655K), 131 laptops ($278), 39 servers ($152K),and 20 workstations ($71K).


2001/02 Accomplishments –Workstation Program

.


Goal/Priority* Accomplishments and StatusItem #5 / 1 Campus-wide Lab Refresh and Repurposing of Workstations –

draft of the refresh is imminent and repurposing has occurred widely this year (n=90+) and is on-going.

Item #18 / 1 Develop a student laptop ownership and support model – in progress. Working with the SC3 and departments campus-wide, recommendations will be readily available on the Web by Fall 2002.

Item #24, 25 / 1 Continue to Optimize the Workstation Program – ongoing. Tailor centralized IT training to accommodate scheduling constraints for both Workstation programs (FWP and SWP/CMS) – completed.

Discontinuance from any leasing will save the Workstation Program substantial amounts of funding (est. of $100K per year)



Computer Lab OperationsDan Inlow, Coordinator

http://labs.calpoly.edu


Key Baseline Services – Lab Operations

Our MissionTo provide the highest possible quantity, quality, and ease of access to the latest computer hardware and software technology.

To provide optimal personal assistance to lab users (within our resources).

Accessibility and Reliability• Open Access facilities with 200 workstations in 12 locations campus-wide• Five of the labs may be reserved (by faculty/staff)• Access to a large variety of professional and high-end software;

details online at http://labs.calpoly.edu and http://software.calpoly.edu• Student Lab Monitor support is available during open hours in labs• Maintenance, technical support and a formal refresh program

assures currency in lab hardware and software


Dashboard Metrics - Lab Operations

Student survey of lab services http://survey.its.calpoly.edu/report


Dashboard Metrics - Lab Operations

Lottery Expenditures Snapshot For FY 01-02

Open Access Lab Hardware UpgradesCAD-Graphics, PE, PolyConnect (note: 25+ Dells repurposed to CSM), UCTE; Sun Instructional Lab (SIL) and Java Projects Lab (JPL) via CENG/OCOB collaborative efforts Peripherals: iJAM lab, PE lab, Fisher Science North

Open Access Lab Software UpgradesFathom site license software (statistics)KeyServer software library inventory increase (Adobe, Macromedia)Manuals for high-end labs

College Specific AssistanceElmo display projection device; server and rack (Library)Dell server for student math remediation program (CSM)EDU Campus for Blackboard equation editor (CSM)Mobile computing (CLA)

Program Specific AssistanceGIS licensing (ERDAS) and server storageInternet2 Gigabit network cards


2001/02 Accomplishments –Lab Operations

.


Goal/Priority* Accomplishments and StatusCL0018-31 / 1 Campus-wide Lab Refresh and Repurposing of Workstations –

draft of the refresh is imminent and repurposing has occurred widely this year (n=90+) and is on-going. Four significant labupgrades completed during Winter 2002 with no disruption in service to students or faculty. Investigate wireless, Citrix and Windows terminal services – ongoing. Explore KeyServer expanded access – completed.

Item #18 / 1 Working with the Workstation Program Coordinator, develop a student laptop ownership and support model – in progress. Working with the SC3 and departments campus-wide, recommendations will be readily available on the Web.

Baseline Scheduling – migrate reservation process to Campus Schedulingto ensure optimal use of facilities and streamline processes – completed.

Software installation policy and request form – developed and complete, available on the Web at http://labs.calpoly.edu



PolyCardPaul Schneider,

Systems Administrator

http://polycard.calpoly.edu


Key Baseline Services - PolyCard

•PolyCard “ID Card” production for students, faculty and staff

•PolyCard authenticates cardholders allowing individuals to use or access specific services on campus. For example:

- Door access for Rec Center- Door access for Cisco, Java and CAD Labs

(specialized high-end computing facilities)- PolyCard Open Access lab printing- E-Voting and ASI Student Elections

•Collaborate with Foundation for “value-added” capabilitiesand new services for students, faculty and staff

•Consultation for authentication and access solutions(e.g. PolyCard card-swipe station at Health Center)


Dashboard Metrics - PolyCard

PolyCard and ASI Elections, ASI Referendum and College FeeInitiative – 95% reduction in time to validate eligible voters anddistribute ballots

PolyCard and Open Access Lab Printing - 15 locations online since March ’00 with 99% uptime

and over 1,000,000 pages printed - ITS subsidy of $15K for “free printing” removed in FY 01-02 - Printing volumes continue at < 15% of prior to program and represent significant cost savings to university

PolyCard Door Access - Rec Center – Over 1,000,000 card swipes to date and ability to provide detailed, aggregate reports on utilization - Door Access to Cisco and Java “High-end Labs” in a secure environment with highly specialized equipment


2001/02 Accomplishments - PolyCard.


Goal/Priority* Accomplishments and StatusPC0001, 7 / 1 PolyCard design that incorporates removal Social Security

number, updated campus seal and logo, removal of Librarybar code, longer-lasting cardstock, better quality personalphoto, campus contact info, RUP and high-resolution design.

PolyCard printing server upgrade to accommodate newprinting formats, payment plans, operating systems (e.g.Mac OS X, Windows XP) and specialized software applications.

PolyCard will be integrated into Housing I as the primary access device for students into their housing (e.g. no physical keys). The campus standard for off-line door access has been established through the multi-stakeholder working group (e.g. Housing, ITS, Facilities, University Police, etc.) A pilot project on 50 doors will occur during Spring/Summer 2002 with very specific testing parameters for campus-wide applicability.

PolyCard will be integrated into a Cal Poly-Cal Trans-City of SLO Transit project to provide aggregate data on bus ridership. The campus subsidizes ridership, with the amount peaking at $260Kin Year 5 (final period) of the contract with the City of SLO. Hence,the strong need for metrics.



•Help Desk•Training•PC/LAN•Workstation Program•Computer Lab Operations•PolyCard

Information Technology Services - User Support ServicesMay 24, 20021 Information Technology Services...

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