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Questnet Servdesk presentation - Deakin Uni.ppt
 

Questnet Servdesk presentation - Deakin Uni.ppt

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  • Founded in 1977 Traditionally very high % of courses taught in on and off campus mode By bower bird,, IT continuously looks at what other Universities are doing, and borrows good ideas
  • Centralised, includes 1 email system, 1 webserver farm, basically 1 of everything ITIL, incident / problem / change mature Config /Fincance immature Breakdown of staff 120 in Operational support, 100 in projects, 20 in service control / admin

Questnet Servdesk presentation - Deakin Uni.ppt Questnet Servdesk presentation - Deakin Uni.ppt Presentation Transcript

  • Deakin University David Schwarz Technical Services manager Operational Services Provision Group
  • Overview
    • Young University
    • Charter to provide degrees to distance learning students
    • Strongly centralised
    • Bowerbird culture when it comes to Technology.
  • Stats
    • 4 Campus’s,
    • 1 urban, Burwood – East Melbourne
    • 2 major regional town, Geelong
    • 1 minor regional town. Warnambool
    • 35,000 students
    • 2700 staff
    • 3 Trimesters a year (talk about this later)
  • ITSD
    • Centralised model of delivery
    • 218 staff (not all full time)
    • Use ITIL/Prince
    • SOE/MOE since 2001
    • In house Service desk since 2004
      • Outsourced to Fujitsu in 1996
  • Service Desk service offering
    • Open 7am to Midnight weekdays
    • Open 8am to 8pm weekends
    • Handles 7000 – 15000 calls month
    • ~65% resolved on first contact
    • Staff work 4 or 8 hour shifts.
    • 2 staff on 7am to 8:30 am and 5:30pm-Midnight
      • Use students in partnership with staff
  • Service Desk service offering
    • Support
      • Desktop SOE / hardware support
      • Corporate applications
      • AV first line support
      • Computer lab support
      • Off campus student support
      • Network and P phone add/changes/deletes
      • Account management – passwords if the automatic page fails for some reason.
      • Anything else people can call about
  • Service desktop – second line support
    • Systems and network staff only
    • Mandatory
    • Oncall
      • 7am – 8:30am and 5:30 – Midnight
      • 8am-8pm weekends.
      • 56 hours / week
    • Only covers student facing systems and infrastructure.
    • Other systems can have second line support on a cost recovery basis.
  • Service desktop – second line support remuneration
    • 20% of hourly rate for every hour on call
      • Works out to extra 11.2 hours pay per week
      • ~$300 for a full week.
    • Track these costs in a separate budget code
    • + overtime rate if called
      • 1 hour if off site minimum
      • 3 hours if called in
    • 10 hour break or if called back to work double time until 10 hour break occurs.
  • Planned maintance
    • Servers patched twice a year
      • Only exception are faults and security patches
    • Workstations patched monthly
      • Software releases weekly
    • Applications patched in releases
      • Releases every four weeks
      • QA release to QA servers every other cycle
      • Outage window in conjunction with customer
      • Only exception is emergency changes
  • Support tools
    • Nagios
      • Monitors 1200 network devices
      • Monitors 10352 items
      • Automatically alerts SD on failures or potential failures
      • Automatically SMSs management 15 minutes later
        • If SD Acknowledge within 15minutes no SMS
  • Support tools
    • Work instruction tool
      • Built in 1 week
      • Now holds 2000 fully documented work instructions
      • Demo