aero – australian eresearch organisations it user support project developing a connected support...
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AeRO – Australian eResearch Organisations
IT User Support Project
Developing a connected support community
Service Connect Conference – 09 May 2014Hamish Holewa Project Manager
usersupport.aero.edu.au
AeRO member organisations
usersupport.aero.edu.au
www.aero.edu.au
It’s an exciting time
Significant investment in eResearch capability (Commonwealth & institutions)
Increase in development and amount of eResearch applications and services
~ 100 applications and services
30,000 core research cloud
Multi peta-byte storage facilities
Cross-institutional user bases
usersupport.aero.edu.au
Challenges
No consistent user support practices
Distributed development teams and operations (varying capacity)
Boutique tools – relatively small user bases
Engagement between research services and IT departments
usersupport.aero.edu.au
AeRO IT User Support Project
Objectives
1. Save everyone time collecting research service information
2. Improve user support practices with templates and protocols
3. Improve service usability and researcher Tier 0 Self-Support
4. Support new research-led services from RDSI and NeCTAR
usersupport.aero.edu.au
The AeRO IT User Support Project
Targets three groups that develop, deliver or provide support for eResearch
eResearch applications and
services
Infrastructure Operators (NeCTAR/
RDSI Nodes)
Institutional service desks, libraries and
eResearch units
usersupport.aero.edu.au
eResearch Applications and Services
Service catalogue/ knowledge base
Dependent on obtaining AeRO Tick
Good user support practices and continual improvement (Tier 0 & 1)
Identified service contacts
UI/ UX review of services
6 monthly review of services
usersupport.aero.edu.au
Infrastructure Operators
• National compute and storage infrastructure (NeCTAR/ RDSI nodes)
• Developing incident management and ticket exchange hub to:
• Notify, triage and response to Tier 2 & 3 incidents
• Provide monitoring and notification support other operators and institutions
• Integration with institutional service desks
usersupport.aero.edu.au
Institutional service desks, libraries and eResearch units
Guided by IT Research Support Expert Group
Easy dissemination of service catalogue and knowledge base
Provision of analytics information (no. of users)
Allow institutions to determine level of support
Develop better relationships with researchers
usersupport.aero.edu.au
What’s next?
Implementation of a system which:
Allows eResearch applications and services to apply and manage their AeRO Tick accreditation
Provide Infrastructure Operators a ticket exchange hub and method to disseminate status information
Enable service desks and institutions to easily obtain support information and populate their knowledge base from AeRO Tick services.
usersupport.aero.edu.au
AeRO – IT User Support Project
usersupport.aero.edu.au
Hamish HolewaQCIF Project Manager
usersupport.aero.edu.au