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BbWorld 2012 Mike Buchanon/Doug Cohen Cirque du Support – Supporting Large ANGEL LMS Installations

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  • SpeakersMichael T. Buchanon, Sr. Systems Engineer, Rasmussen, Inc.Doug Cohen, Associate Director, Academic Technology Services, SUNY Learning NetworkSession DescriptionCome learn about our ANGEL support circus! You might win a prize and you will see acts (tips & tricks) on how both SUNY and Rasmussen support their large distributed ANGEL environments. Our circus acts will be for all levels of support; beginner, intermediate, and advanced. Come join us under the Big Top and learn how you too can be a Support Super Star!
  • Discuss single-source editing of the SLN website, and 30+ ANGEL environments.Explain the differences in workflow for Announcements (previous solution).
  • Map made with google docs and http:///mapalist.com/
  • Five States: Minnesota, Illinois, Wisconsin, Florida, North DakotaSchool of:BusinessHealth SciencesTechnologyDesignEducationNursingJustice Studies
  • Current landscape for support ANGEL 7.4ANGEL 8 and other pilots

Transcript

  • 1. Cirque du Support –Supporting Large ANGELLMS InstallationsMichael T. Buchanon, Sr. Systems Engineer, Rasmussen,Inc.Doug Cohen, Associate Director, Academic TechnologyServices, SUNY Learning Network
  • 2. The SUNY Learning Network 2
  • 3. Our Mission• The SUNY Learning Network (SLN) advances the mission of the Office of the Provost by providing leadership, promoting collaboration, and supporting SUNY campuses in the pursuit of excellence in online education.• SLN will achieve its mission by: • Working closely with campuses • Promoting best practices • Driving innovation in teaching, learning, and technology • Expanding student access to and discovery of educational opportunities provided by SUNY campuses 3
  • 4. Our Services• Provide hosting, application, support, and education services • Services provided to over thirty (30) SUNY campuses • ANGEL hosting and application services provided to: • Twenty-seven (27) SUNY campuses • Five (5) university-wide programs• Current landscape for support • ANGEL 7.3 (limited), 7.4, 8.0 • Blackboard Learn 9.1 4
  • 5. ANGEL Environment Overview SUNY Learning Network / ITEC 27 SUNY Campuses 5 university-wide services 122 ANGEL applications 46 IIS web servers 28 million files using 7tb storage space 70 ANGEL databases using 1tb storage space 5
  • 6. ANGEL Technology Environment Internet Firewall Load Balancer 46 IIS web servers SAN 4 file 4 db servers servers 6
  • 7. End-User Support Services 7
  • 8. End-User Service Desk• Entry point for all support contacts• Extended hours (76) of coverage • Monday – Thursday  8:00am – 9:00pm EST • Friday  8:00am – 5:00pm EST • Saturday  10:00am – 5:00pm EST • Sunday  1:00pm – 9:00pm EST 8
  • 9. Service Level Agreement• Direct support & assistance for end users on Learning Management Systems (LMS). • Navigation guidance & “How to” questions for campus students & faculty • LMS "log in" or access questions • Ability to view current & past issue resolutions in the ticket tracking system 9
  • 10. Contact/Issue Tracking• Every contact is entered into FootPrints• Workflow & Escalation between tiers • Tier I: Navigation & How-To • Tier II: Applications, Hosting, & Instructional Design services • Tier III: Blackboard/ANGEL• Custom reports available 10
  • 11. Self-Service 11
  • 12. Self-Service - Knowledge Base Note: This resource is publically available. 12
  • 13. Self-Service - Students Student Orientation Note: This resource requires ANGEL authentication. 13
  • 14. Self-Service - Instructors SLN 101 Evergreen Note: This resource requires ANGEL authentication. 14
  • 15. Self-Service – Administrator‟s Corner 15
  • 16. Custom Nuggets 16
  • 17. Test Your System (a.k.a. Browser Check) 17
  • 18. Notifications – Functional Requirements• Single source notification editing • SLN HelpDesk website • All ANGEL instances• Nugget does not appear when there is no notification message• Technologies • ASP, HTML, CSS 18
  • 19. Notifications – Nugget User Interface 19
  • 20. ANGEL Web Stats Application 20
  • 21. ANGEL Monitoring 21
  • 22. ANGEL Monitoring - Event Log 22
  • 23. ANGEL Monitoring - Uptime 23
  • 24. ANGEL Monitoring – App Pool 24
  • 25. Web Analytics and Reporting 25
  • 26. Analytics• Piwik • Similar to Google Analytics • Open Source (GPL Licensed) • Real time web analytics software program • Powerful Analytic API 26
  • 27. Piwik Statistics 27
  • 28. Piwik Statistics 28
  • 29. Web Log Analysis 29
  • 30. Campus Usage Stats (NetInsight) 30
  • 31. Web Log Analysis• Logstash – Log Managing Tool • Collect Logs • Parse Logs • Web Interface allows for searching and drilling into logs 31
  • 32. LOGStash 32
  • 33. Individual Server (Node) Check 33
  • 34. Node Check Details• Node Address (DNS)• Local Address (IP)• Host Name• Database Status• Mobile App Status • Note: university-wide contract• File System Status 34
  • 35. Individual Node Monitoring 35
  • 36. Rasmussen College 36
  • 37. About Rasmussen College• Private College Founded In 1900 • http://www.rasmussen.edu/why-rasmussen/rasmussen- story/ for more• Approximately 16,000 Students • About 25% fully online• 22 Campuses In Five States
  • 38. Learning Technology TeamWhat We Do• Provide course production, application, and enrollment services for: • All Faculty, Staff and Students in Seven Schools • Fully Online, Residential and Hybrid Modalities• Provide Second and Third Tier Support For All Users • Including escalation of issues to Blackboard
  • 39. Support Escalation as Part of Support+ Personal Support Center (PSC) – Tier 1 LMS Administration – Tier 2 LMS Engineering – Tier 3 Blackboard Support – Tier 4 39
  • 40. ANGEL & Content Services Architecture
  • 41. Monitoring• RASNOC Images and Email Alerts 41
  • 42. PSC – Tier 1 Stats• 24x7x364 (only closed 6 hours on Christmas)• 15 FTEs allocated 90% Rasmussen Support+ Activities 42
  • 43. Support Contacts Types Over Time 43
  • 44. Contact Type Trending Information 80% 75% 70% 65% 60% 55% 50% 45% 40% 35% Chat Percentage 30% Email Percentage 25% Call Percentage 20% 15% 10% 5% 0% FY09 FY10 FY11 FY12 Chat Percentage 6.63% 9.94% 9.88% 11.15% Email Percentage 25.38% 28.12% 32.23% 32.55% Call Percentage 68.00% 61.93% 57.89% 56.30% 44
  • 45. Interesting Trends• Support Contacts • Calls down while email and chat are increasing • Click-to-chat very popular• Deans and Academic Support Teams Have Constantly Increasing Data Needs 45
  • 46. Responses To Trends• Increased support personnel time on „chat‟ duty• Build Nuggets/Blocks to allow Deans and Academic Support Teams to Self-Service 46
  • 47. Screen Shots of Grade Report Nugget 47
  • 48. Screen Shot of Dean Email Report Nugget 48
  • 49. Plans For The Future• More Tools And Reports To Allow Users To Self-Serve• More Monitoring • Increased external monitoring via UpTimeRobot, BrowserMob.com, and other sites • Automated web server log analysis via Urchin and other tools 49
  • 50. Questions or Comments
  • 51. We value your feedback!Please fill out a session evaluation. 51