information technology at emory it briefing october 2003

Information Technology at Emory

IT Briefing

October 2003


Information Technology DivisionTechnical Services

IT Briefing Agenda 10/21/03

• Email Alias

• Client Services Update

• Electronic Support Request

• Barbara Anderson & Elizabeth Bell

• Marcy Alexander

• Karen Jenkins



Electronic Support Request (ESR)

• New Electronic Support Request Service• Increases response time

– Eliminates SPAM tickets • 8 out of 10 email created tickets are SPAM• 10,000 spam tickets created within 24 hours• SPAM tickets with null from create loop and lock email

functionality– Separate support queue

• Increases ticket information– Form captures contact information including building and

dorm information– Spawns additional forms based on subject

• Fully replaces current email solution– Eventually [email protected] will send a message to the

user with the url to the web form



Layout and Processing

Main FormNetID, Status,Help Desk, Subject,And Description

Student,Faculty, or

Staff?

LDAP LookupExecute LDAP lookup

Authenticates?

Contact Info. FormName, number,Email, location

Process SubjectDetermine subjecttype

Need SubjectDetails?

Subject FormsRequest informationbased on subjecttype

ConfirmationConfirm to user service requestwas submitted

Create TicketPopulate ticket,Route to appropriatehelp desk

Yes

Yes

Yes

No

No

No



Demonstration

http://sycorax.cc.emory.edu:81/TS/HELP/



Schedule

• Phase 1 complete• ESR Beta testing• Operational• Phase 2 • On-going

enhancements

• 11/3/03• 11/14/03• 11/24/03• 1/2/04• As needed


CS Update and Overview

October 21, 2003

Marcy AlexanderManager, Client ServicesTechnical Services



Client Services Organizational Chart

09.03.02Marcy Alexander

Manager, Client Services

Bret KemplerTech Customer SuppSpec II, Call Center

David RodriguezMagic TSD Project

Lead

Linda EllisSupervisor, Call

Center

Barb MooreTech CustomerSupp Spec II

Brad JacksonTech CustomerSupp Spec II

Joe NashTech CustomerSupp Spec II

Mark SmallTech CustomerSupp Spec II

Randy PhillipsTech CustomerSupp Spec II

Randy WaltonTech CustomerSupp Spec II

Open positionDesktop II

Al SheltonDesktop II

Charles DenardDesktop II

Craig MyersLAN Engineer

Tommy StriplingLAN Engineer

Samantha O'ConnellSoftware Distribution,

Lead

1student

employees

Zohra Yaqubtemp FTE

CurrentState

9/1/02

4 studentemployees



Client Services Organizational Chart

10.21.03Marcy Alexander

Manager, Client Services

New positionCS Call Center, Lead

students/temp2 FTE

Joe NashTech Comp Supp

Spec II

Mark SmallTech Comp Supp

Spec II

Randy PhillipsTech Comp Supp

Spec II

Randy WaltonTech Comp Supp

Spec II

Zorah YaqubSoftware Distribution,

Coordinator

1 Temp FTE

Karen JenkinsClient Services

Development, Lead

Al SheltonDesktop

Consultant, Sr

Andrew KincaidDesktop Consultant,

Sr.

Charles DenardDesktop

Consultant, Sr

Craig MyersLAN Engineer

Tommy StriplingLAN Engineer

Plan as outlinedrepresents 14 FTE and

150 hours studentlabor per month

Customer Care Teamresponsible for Tier O and Tier I

support; communications via listserv/web sites

6 FTE

Software Distribution Teamresponsible for production,

distribution of site licensed software2

FTE

Client Services Developmentresponsible for Magic TSD Project, Tier II

Support; DeskNet, (EOL, Software Server),Desktop hw/sw standards, advanced supportand documentation of all supported services

6 FTE

ClientServices10/21/03

Linda EllisLocal Support

Contact



Who are we?

Call Center, 727-7777Open position, LeadLinda Ellis, Local Support,

LeadJoe NashRandy PhillipsMark SmallRandy Walton

Students:Josh StreedGraham WellsMichael PortnoyRecruiting 2 FTE grad students

Client Services Development

Karen Jenkins, Lead Charles DenardAndrew KincaidCraig MyersAl SheltonTommy Stripling

Software Distribution, 727-4741

Zorah Yaqub

Student:Neil Konn



Working Model

Tier 3: System Supportenterprise system support for core servicesTier 2: Client Services Development

resource to Local-L and other IT units IT Briefings @ EmoryTier 1: Call Center – 727-7777Tier 0: Self-Help

Magic TSD, Knowledgebase/custom resourcesITD Website redesign, Tech Professionals tab



Call History 2001-20032001-2003 Statistics for Client Services HelpdeskMonth Calls Offered Calls Accepted Calls Answered Calls Abandoned

September-01 5156 4553 4300 253October-01 4100 3680 3513 167

November-01 3549 3172 2960 212December-01 3015 2599 2408 191

January-02 4815 4066 3735 331February-02 3780 3310 3040 270

March-02 3715 3157 2977 180April-02 4025 3407 3137 270May-02 3584 3112 2882 230June-02 3633 2978 2821 157July-02 4630 4109 3855 254

Total 44002 38143 35628 2515August-02 6085 5551 5115 436

September-02 5906 5218 4700 518October-02 4838 4470 4230 240

November-02 3775 3318 3138 180December-02 2978 2788 2530 329

January-03 4932 4421 3980 441February-03 4089 3534 3297 237

March-03 3789 3151 2931 220April-03 4035 3468 3145 323May-03 3631 3145 2855 290June-03 3855 3426 3163 263July-03 4752 4088 3678 410

August-03 8179 7189 4758 2431Total 60844 53767 47520 6318



Call Process for Local Support

• All calls to 727-7777Voice menu to direct call by support need• Press 1 for Account Support• Press 2 for Network Support• All other calls press 3

• Designated though unpublished option for LS Linda Ellis with roll over to Tier I FT staff



Call Process for Local Support

• Goal is to expedite escalation and provide personal contact to LS.

• Linda will steward your call through Tier 2 and Tier 3

• Quality assessment initiated by Linda for LS

• Service assured with cross training

information technology at emory it briefing october 2003

Documents