i.t. services after hours support the present situation – and what is planned dave gale, luke...
DESCRIPTION
For the main Lismore campus it is on a “best efforts” basis At Coffs Harbour Campus there is a large risk exposure in the Data Centre so an “On Call” Allowance has been organised due to the presence of environmental alerting by /SMS The “Coffs Model” is being considered for Lismore No on call allowance in EB so 3hrs overtime paid as a weekly on call allowance Summary of the Current SituationTRANSCRIPT
I.T. Services After Hours Support
The Present Situation – and What is Planned
Dave Gale, Luke Walford, Mick BowenManagers, IT&TS
Three campuses – Lismore, Tweed/Gold Coast, Coffs Harbour
Centralised ITTwo Help DesksSemester Help Desk hours 8am to
9pm Mon – Fri, Sat/Sun 1-5Three Data Centres – one large two
smallData Centre refurb and DR Projects
underway
The Environment
For the main Lismore campus it is on a “best efforts” basis
At Coffs Harbour Campus there is a large risk exposure in the Data Centre so an “On Call” Allowance has been organised due to the presence of environmental alerting by email/SMS
The “Coffs Model” is being considered for Lismore
No on call allowance in EB so 3hrs overtime paid as a weekly on call allowance
Summary of the Current Situation
Best efforts and resilient service architectures; Infra Mgr or Client Services Mgr usually contacted by helpdesk,
Security, or Staff member Infra Mgr co-ordinates technical staff and communicates progress to
other Mgr Best efforts usually works; negatives are
– May take more time as a result of trying to contact staff;– Sometimes creates a double up of effort;
EB – Minimum 4hrs OT irrespective of HEW level, Staff reluctant to move to 24*7,
Current situation cont,
What is the Model that Works? 3 skilled IT staff on a weekly rosterGoes from 5.00pm Friday to 4.59pm
the next FridayRemote quick fixes 1hr overtime
claimedCalled in get minimum 4hrs overtimeStaff swap On Call shifts when
necessaryThere is an “On Call” mobile that the
on duty staff member is allocated – all SMS alerts are directed to this mobile
(More of) What is the Model that Works?
Need staff to agree to the model and support it
Need to ensure staff have the right skill sets
Need to ensure documentation of shutdown and system up procedures exist
Need escalation procedures and contacts
Nil
Joint or Sharing Arrangements?
There is a need – we just need to workout how – and fund it.
Future Plans