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  • 1. Access & Identity Management getting support for OpenAthens Simon Timms – OpenAthens Workshops Feb/March 2009
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. The support we offer
    • Provide support via the Service Desk web interface
    • Arrange conference calls
    • Use Web Conferencing tools for remote support
  • 6. 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
  • 7. 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!
  • 8. The home page
  • 9. Log a new Service Call
    • Choose the closest topic for your query
    • Allows Service Call to be assigned quickly to most appropriate support team
  • 10. 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
  • 11. List of Service Calls
    • Short summary of each Service Call
      • sort by date, status, etc.
  • 12. View sub-administrators’ Calls
    • If you have sub-administrators
      • view their Service Calls
      • add updates in your own name
  • 13. Demonstration
  • 14. Service Desk Customer Survey
  • 15. Responding to the Survey
  • 16. 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!”
  • 17. 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
  • 18. 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?
  • 19. 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
  • 20. Thanks
    • Q&A