OpenAthens support update


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Simon Timms, Service Desk Team Leader, on support options for customers. He also shares findings from a recent customer satisfaction survey.

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  • Intro for me, what I do….
  • (ITIL = IT Infrastructure Library)a standard framework for classifying and handling Service Calls, Incidents, Problems
  • Since August 2009 OpenAthens customers have had a dedicated Service Desk Team. Dedicated resources means OpenAthens customers are always No.1- More in-depth customer knowledge within the team-Increased level of product knowledge for supporting our customersBuild better relationships with our customersWe are also now Sat with development team - which means we can provide valuable input into the development activities and priorities based on information directly from our customers.
  • Graph represents workload of the SD over last 7 monthsGREEN – Phone callsRED / BLUE bar – Calls raised via our call tracking softwareRED / BLUE – split by incidents / service requestsSERVICE REQUESTS – blue - planned work- queries, how do we do this…- Assistance with allocating resources- testing new resources- registering new IdPs and SP supporting installation of OpenAthens LA or OpenAthens SPupdating certificatesINCIDENTS - red – unplanned work- admin accounts expired- resource access issues - resource not allocated to organisation - resource isn’t allocated to a permission set - SP hasn’t granted access on their side - firewall issues - organisations server times are incorrectAugust – October are our busiest months due to enrolment of new students
  • Over the coming months all of our sites will be changing to bring them in-line will our new branding.Everything will still work the same, they will just look a little different.
  • We have recently developed a………..Publicly available, so no need to login. Just go to……….Current status - shows a breakdown of our services and their current status. So if experiencing any difficulties check page to see if there are any service problems.‘Report an issue’ link if experiencing any problems.Scheduled Maintenance – shows planned service changes that could be user affecting. Details will be published here with at least 2 days notice, and this will eventually replace the notification emails that we normally send out.
  • As some of you will be aware, the SD can also be contacted via our web support interface. We like to encourage customers to use this as it’s a useful tool that can bring many benefits.- Calls are responded to quicker – as already logged and categorised, so can be assigned to the relevant analyst straight awayView and update calls raised by your sub-administrators It’s much easier to - Track and update multiple requests Add attachmentsjust started a project to redesign the website to make it quicker and easier to use. So if you have any ideas please come and see me afterwards.
  • There are 2 ways to access Service Desk web interface – Admin Area “Log a Query” link – Or go to to your registered email addressWhen we have a solution for a call, we will update it with the solution and mark it as ‘resolved’. – Doesn’t mean that’s it!! – EXAMPLES - 5 days to re-open.
  • At the end of last year conducted a survey of over 1000 customersThe aim was to…….- Measure satisfaction- Identify areas for improvements
  • Here is a selection of results from the survey.Above each graph represents a question asked in the survey“They are responsive” TL – 52% Agreed, 33% Strongly Agreed“They are knowledgeable” TR – 44% Agreed, 38% Strongly Agreed“They provide clear and accurate info” BL - 49% Agreed, 30% Strongly Agreed“They are polite and courteous” BR - 47% Agreed, 41% Strongly Agreed
  • Here are some of the comments from the survey….“Support is excellent, always willing to help”“Very friendly and helpful, easy to understand”Thanks to everyone that participated, we really appreciate your feedback. We are still reviewing the feedback, one of the things that came out of the survey was to make the web support interface easier to use, so that’s the reason we kicked off the project to redesign it, to make it quicker and easier to use.
  • OpenAthens support update

    1. 1. Support Update<br />Simon Timms<br />Service Desk Team Leader<br />
    2. 2. Agenda<br />Eduserv Service Desk<br />Organisational changes to the Service Desk<br />What we do<br />The support we offer<br />Website changes<br />OpenAthens Service Status<br />Accessing the Service Desk via the web<br />Customer survey<br />
    3. 3. Eduserv Service Desk<br />Eduserv operates an ITIL-aligned Service Desk for technical enquiries<br />Can be contacted by email or phone<br />Web access<br />allows you to view all open calls and track progress<br />add further updates online<br />receive responses via email<br />
    4. 4. Eduserv Service Desk - Organisational changes<br />OpenAthens customers now have a dedicated Service Desk team.<br />Dedicated resources<br />More in-depth customer knowledge<br />Increased level of product knowledge<br />Build better relationships with our customers<br />
    5. 5. What does the Service Desk do?<br />
    6. 6. The support we offer<br />Provide UK business hours telephone support<br />Provide support via the Service Desk web interface<br />Pre-sales / Support conference calls<br />Use Web Conferencing tools for remote support<br />
    7. 7. Website changes<br />Admin area<br />DSP Admin area<br />Support web interface<br />
    8. 8. OpenAthens service status<br /><br />
    9. 9. Accessing the Service Desk via the web<br />Benefits:<br />Calls are responded to quicker<br />View and update calls raised by your sub-administrators<br />Track and update multiple requests<br />Add attachments<br />
    10. 10. Accessing the Service Desk via the web<br />Access Service Desk using your administrator credentials<br />follow ‘Log a Query’ link from administration area<br /><br />Responses will be sent to your registered administrator email address<br />Keep this up to date!<br />
    11. 11. Customer survey<br />Surveyed over 1000 customers<br />Measure satisfaction<br />Identify areas for improvements<br />
    12. 12.
    13. 13. “The support is excellent, and they are always willing to help, even telling me what I need to say to suppliers to sort out various problems.”<br />What people say about the support we provide<br />“Recently I've had to phone the help desk and on both occasions they were very friendly and helpful, using non-IT language which I could understand”<br /> “More satisfied than I could have hoped. As always, your folks are FANTASTIC!  Thanks again!.”<br /> “The help desk is truly helpful fairly easy to understand very patient and very friendly.”<br />
    14. 14. Thanks<br />