Access & Identity Management getting support for OpenAthens Simon Timms – OpenAthens Workshops Feb/March 2009

Agenda Eduserv Service Desk - What we do - The support we offer Accessing the Service Desk via the web Reliability of the OpenAthens service Service Desk customer survey

Eduserv Service Desk - What we do - The support we offer

Accessing the Service Desk via the web

Reliability of the OpenAthens service

Service Desk customer survey

Eduserv Service Desk Eduserv operates an ITIL-aligned Service Desk for technical enquiries (ITIL = IT Infrastructure Library) a standard framework for classifying and handling Service Calls, Incidents, Problems, etc. Can be contacted by email or phone Last year web access added as the preferred method allows you to view all open calls and track progress add further updates online receive responses via email

Eduserv operates an ITIL-aligned Service Desk for technical enquiries

(ITIL = IT Infrastructure Library)

a standard framework for classifying and handling Service Calls, Incidents, Problems, etc.

Can be contacted by email or phone

Last year web access added as the preferred method

allows you to view all open calls and track progress

add further updates online

receive responses via email

What does the Service Desk do? A typical month.. 20% Incidents admin accounts expired emails not received resource access issues relating to Service Providers resource access issues relating to Identity Providers other issues 110 80% Service calls queries, how do we do this… allocating resources testing new resources registering new IdPs and SP supporting installation of LA or OASP updating certificates etc etc.. 427 Calls in total 537

A typical month..

Incidents

admin accounts expired

emails not received

resource access issues relating to Service Providers

resource access issues relating to Identity Providers

other issues

Service calls

queries, how do we do this…

allocating resources

testing new resources

registering new IdPs and SP

supporting installation of LA or OASP

updating certificates etc etc..

The support we offer Provide support via the Service Desk web interface Arrange conference calls Use Web Conferencing tools for remote support

Provide support via the Service Desk web interface

Arrange conference calls

Use Web Conferencing tools for remote support

Accessing the Service Desk via the web 29% 156 537 Jan 34% 113 334 Dec 30% 167 548 Nov 27% 159 598 Oct 24% 149 612 Sept 21% 139 669 Aug Total logged using web Total AIM calls logged

Accessing the Service Desk via the web Access Service Desk using your administrator credentials follow ‘Log a Query’ link from administration area https:// support.eduserv.org.uk/athens Responses will be sent to your registered administrator email address Keep this up to date!

Access Service Desk using your administrator credentials

follow ‘Log a Query’ link from administration area

https:// support.eduserv.org.uk/athens

Responses will be sent to your registered administrator email address

Keep this up to date!

The home page

Log a new Service Call Choose the closest topic for your query Allows Service Call to be assigned quickly to most appropriate support team

Choose the closest topic for your query

Allows Service Call to be assigned quickly to most appropriate support team

Tracking progress Three stages: Open – in progress, or awaiting a response Resolved – question answered / problem solved Closed – you have agreed it is resolved or no further response after 5 working days

Three stages:

Open – in progress, or awaiting a response

Resolved – question answered / problem solved

Closed – you have agreed it is resolved or no further response after 5 working days

List of Service Calls Short summary of each Service Call sort by date, status, etc.

Short summary of each Service Call

sort by date, status, etc.

View sub-administrators’ Calls If you have sub-administrators view their Service Calls add updates in your own name

If you have sub-administrators

view their Service Calls

add updates in your own name

Demonstration

Service Desk Customer Survey

Responding to the Survey

What our customers say… Q6. Was your service request completed to your satisfaction? “ Yes Very, Simon investigated the problem, put forward a solution and the carried out the work quickly and efficiently. He was polite and helpful.” Q2. Did Eduserv understand the relative importance and the potential business impact of your service request? “ Yes The Team always give that extra effort to aid with the updates………….” Q2. Did Eduserv understand the relative importance and the potential business impact of your service request? “ Yes Very good, quick response to the call.” Q8. Overall, how satisfied are you with the service provide through your engagement with Eduserv Support? “ Very satisfied keep up the good work!”

Q6. Was your service request completed to your satisfaction? “ Yes Very, Simon investigated the problem, put forward a solution and the carried out the work quickly and efficiently. He was polite and helpful.”

Q2. Did Eduserv understand the relative importance and the potential business impact of your service request? “ Yes The Team always give that extra effort to aid with the updates………….”

Q2. Did Eduserv understand the relative importance and the potential business impact of your service request? “ Yes Very good, quick response to the call.”

Q8. Overall, how satisfied are you with the service provide through your engagement with Eduserv Support? “ Very satisfied keep up the good work!”

Reliability of the OpenAthens service Periods of degraded service over the last six months. Causes: - Unprecedented usage - Hardware failure - Shared cache issues - Datacentre connectivity issues

Periods of degraded service over the last six months. Causes: - Unprecedented usage

- Hardware failure

- Shared cache issues

- Datacentre connectivity issues

Reliability of the OpenAthens service What we have done and what we are doing? - Invested in new hardware - Resolved the cache issues - Improving our communication to customers OpenAthens Service Status page?

What we have done and what we are doing? - Invested in new hardware - Resolved the cache issues - Improving our communication to customers OpenAthens Service Status page?

What are we doing in the long term? Created a new role (Athens Service Manager – Neil Drage) to review the current service and drive our Continuous Service Improvement plan Reviewing hardware and infrastructure Investing in our Datacentres to improve performance and resilience Increasing numbers in our development and support teams

Created a new role (Athens Service Manager – Neil Drage) to review the current service and drive our Continuous Service Improvement plan

Reviewing hardware and infrastructure

Investing in our Datacentres to improve performance and resilience

Increasing numbers in our development and support teams

Thanks Q&A

Q&A