Viral Client Services: IT Support in a Distributed Environment

University of WaterlooStephen Markan, Lisa Tomalty

Agenda

• Waterloo’s IT support model• How it’s evolving• Challenges/strengths• How we share knowledge and collaborate• Support tools we use• Recommendations and resources• Questions

About Waterloo• 29,000 full- and part-time undergrads• 4,800 full- and part-time grad students• 5 satellite campuses: Cambridge, Kitchener,

Stratford, United Arab Emirates, Huntsville• 6 faculties • 4 affiliated colleges • 10 faculty-based schools• 950+ FTE faculty members plus sessionals, etc.• >2000 FTE staff plus contracts, casuals, etc.

IT Support Models• Central IT department• Faculty computing groups (6 faculties)• IT Liaisons to each faculty from main IT

department• Helpdesks– Main IT helpdesk– Faculty/Residence helpdesks– After hours helpdesk (located in the library)

IT Support Models• Academic support & Faculty area computer

support reps (some faculties)– Department level basic IT support/liaison– Non-IT staff– Involved in IT update meetings, training available

• Working Groups – Computing Committees, etc.– Members from across campus

Working Groups

• UCIST (University Committee On Information Systems and Technology)

• CTSC (Computing Technology and Services Committee) • WAC (Web Advisory Committee)• PDAG (Professional Development Advisory Group)• WatITis (the UW Information Technology conference)• FACCUS (Faculty Computing User Support Group)• CNAG (Campus Networks Advisory Group)• CSAG (Computing Systems Advisory Group)• STAC (Student’s Technical Advisory Committee)

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What is viral?• Liaisons, Academic/faculty support reps• Projects reaching out to campus units for

participation• Centralization by integration – Brings key staff from faculty/unit support groups together

with main IT department (collaboration/training/communication)

– Builds bridges

• Campus Partnerships (committees, groups)• Central after hours helpdesk for all faculties/units• SEW training courses and PDAG

Evolving …• From IT Task Force Report

– Consolidate Active Directory forests – Increased support, unified email services, RT system– Create a support model that links the main IT department with other

IT groups on campus – Development of a set of preferred configurations of desktop

equipment across campus

• Satellite IT activities– Main campus IT liaison to off site locations to ensure systems are

compatible with the wider University systems

• Include diverse representation in central IT projects (that affect the campus)

• Information Security policies

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Waterloo Area

Support Challenges• Satellite campuses (5)• Collaboration – ensuring representation from

across units• External partner support (research and admin)

• Software/version differences• Joint programs across universities (e.g. Tri university

library consortium) (web sites/students)• Video conferencing (different protocols)

• Changes/recommendations ruffle feathers• Inclusivity diversity time resources legislation…

Support Strengths• Communication– Committees/groups, Liaisons, Email lists

• Cooperation/Collaboration– Relationships across campus– Joint projects (e.g. AD Consolidation, Desktop

Rollover)

• Allows for specialization of knowledge– Reduces the need for individuals in smaller areas

to be ‘jack of all trades’

• PDAG Presentations• IT Committees/groups• Isthd mail list• Liaisons and local area support reps (email/meetings)• Newsletters• Training – Change initiated training: new WCMS, Office 2010,

Exchange Calendar, accessibility, etc.– Productivity: Office, Web Writing – Central applications (Financial, Student systems, HR, etc.)– Web based training (lynda.com)

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Sharing Knowledge

• Request Tracker– Main IT department, faculties, departments (e.g.

Pharmacy), groups (e.g. Federation of Students)– Service Updates

• Bomgar/Remote Assistance• IST Notice Board/isthd mail list (subscribers

from across campus)• Chats (http://phplivesupport.com)

Support Tools

• SharePoint/Exchange • Unified standards – Standard versions of software (e.g. MS Office) • MS campus licensing agreement makes this easier

– Naming conventions (room bookings, printers, account names)

• Soft skills training and development

Collaboration

Recommendations• Provide IT seminars regularly for:– Communication of IT initiatives and information sharing– Professional development (internal/external)

• Connect IT groups (working groups, liaisons, committees, projects)

• Focus on people– Encourage soft skills development in IT staff

• Training/Support– Hire support people who can explain complicated topics in

an easy to understand manner• Deploying Something? – Do it to IT first (reduces ruffled feathers)

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Recommendations• Communication – Before, during and after and after…

• List your services on your website so that clients can easily find information

• Monitor your request tracking system • Have an escalation process in place• Campus wide projects– Be inclusive (faculties, library, administrative

areas, etc.)– Wear your university hat – Work toward common goals

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Resources

• http://www.bomgar.com/ (remote support)• http://bestpractical.com (current Request

Tracker system)• http://phplivesupport.com (chat)• http://lynda.com (online training)

Questions??

Thank you! Merci!