It Communication Strategy
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Transcript of It Communication Strategy
ITS Communication Strategy
Problem
• ITS spread across campus in four different locations plus our mobile staffo Lamson Learning Commonso Speareo Hydeo University Computer Store
• Demand for customer support is both local and global, including conferences and outreach, and extends into evenings and weekends.
Tiering Model
Tier 0 - Self-support
Tier 1 - InfoDesk
Tier 2 - ITS
Tier 3Vendor
ITS Workshop Results
Communications
Integration
Info/KnowledgeManagement
AssetManagement
Four Domains
Communications
One-look:• Network
Status• Systems
Status• Workorder
Status• Task
assignment• Consoloidate
resources
• Who’s who• Triage/call
routing• ITS
Orientation• Pro staff
shifts @ LLC
Info/Knowledge Management
• Knowledge base(TikiWiki)
• Integrated with Call Log
• Web-based• Role-based• Service Level
Agreements• Reporting/metrics
Asset Management
• Inventory:o Assignmento History (support/repair)o Loanso Support (warranty/spares)o Remote View/Managemento Tracking
Integration
• Consolidate to a single point of entry
• Tie together disparate systemso Bannero Luminiso Pinnacleo LanDesko ePOo SHASTA
Projects
• Call Log v3• Decommission Call
Center• Knowledge Base• iNoc• Impromptu
implementation of GoogleTalk and Google Office
Call Log v3
• Upgraded version of Call Log
• Incorporates features of Call Center
• Integrates with our Knowledge Base
• Allows for improved call management
Knowledge Base
• Provides a means to improve Tier 0 support
• Web-based• Role-based• Multiple authors based
on areas of expertise• Will reach beyond just IT
support
iNOC
• Integrated Network Operations Center with views in both the LLC and Hyde
• Provides real-time systems and services statuso NAGIOS provides detailed
systems and services statuso WordPress provides Change
Log information to aid troubleshooting efforts
Google Office
• A suite of web apps including:o Writelyo Spreadsheetso G-mailo Calendaro Google Talk
Google Talk
• Effective way to communicate in real-time with colleagues
• May provide video support in the future
• Provides a means to separate personal from professional IM accounts