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NLIT 2014 -Rethinking AV-VTC Services

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NLIT 2014 -Rethinking AV-VTC Services

  1. 1. Rethinking AV/VC Conferencing Support Through Managed Services NLIT 2014 Jack Schmidt, Dana Stasiak Argonne National Laboratory Chad Karkos, Ron Ford Kemtah Group
  2. 2. Who are we?  Jack Schmidt – IT Service Manager/Process Manager – 1+ years at Argonne – 32+ years at Fermi – ITIL Zealot since 2007  Dana Stasiak – Service Owner – 17+ years at Argonne – User Experience Champion  Chad Karkos – AV/VTC Service Manager – 2+ years at Kemtah
  3. 3. Argonne National Laboratory 25 miles southwest of Chicago, IL 1,500 wooded acres/315 buildings 3,350 Employees 15 research divisions/6 user facilities Budget of $722 million
  4. 4. Overview  About us  What motivated us to change our service model  A look back at where we started with AV/VC services and support  Where we are today  What we’re thinking about for the future  Q&A
  5. 5. Multiple Service Providers Past Present Future
  6. 6. Service drivers Environment • Budget, travel and sustainability constraints were driving an increase in videoconferencing • Multi-disciplinary research pushing limits on existing services • Increase in remote collaborators • Sustainability efforts allowed build-out of VTC rooms Technology • 40+ rooms of various sizes with a wide range of audio, video (A/V) & video conference capabilities • Multiple tools available with overlapping features • Recent changes in ESNet Collaboration services • Variances in funding for ongoing room maintenance Support • Largely unsupported due to budget limitations • Remote collaboration requires some level of support to drive adoption across the lab • Consistent support needs for a variety of events • On-site • Off-site • High profile • No service delivery measurements
  7. 7. Timeline Nov 2012 • AV support proof of concept Mar 2013 • Lab-wide AV support contract in place Apr 2013 • Lab-wide VTC support contract • 4 room pilot • KPIs to justify need June 2013 • Implement initial VTC scheduling tool Oct 2013 • Spike in VTC usage • Govt. shutdown looms
  8. 8. Initial video conference scheduling tool
  9. 9. A la carte charging model  Pros – Provided options to customers depending on needs  Cons – Hard to know what services to request – Inconsistent billing
  10. 10. What did we learn? Setting up a meeting … 1. Define meeting requirements 2. Ask admin staff for a room 3. If none available ask admin staff in another building 4. Room found! Follow process from local admin staff to request resource 5. Ask local IT support for help. – Can they access equipment in room? – Do they know how to use it? 6. Ask for room support – Facilities? Local building managers? Lessons Learned  Customers were confused by: – Which service provider can help me? (when there are multiple) – Al a carte pricing – Charging for parts of a service and not others  Managing two contractors with overlapping services is time- consuming  Requesting service via phone/email resulted in personalized but inconsistent service  Lots of ways rooms are scheduled  Need to track request -> billing
  11. 11. Single Service Provider Past Present Future
  12. 12. Service improvements  Feb 2014 - Consolidate to a single vendor for both AV and VTC services  Create better way to request service  Track all service requests in Service Now  Measure our service delivery – Customer satisfaction – Utilization Collaboration Services VTC / Managed Service Web / Self Service AV / Staff Augmentation
  13. 13. Collaboration support services Conference rooms Special events High profile event support Auditorium events
  14. 14. Exchange integration  Exchange invite -> email list -> Service Now  Pros – Tickets created for every calendar entry – Calendar view of all events  Cons – Tickets created for canceled events too! – Overhead to manage tickets
  15. 15. How are we doing? Weekly service meetings to review service dashboard
  16. 16. How are we doing? Monthly review of KPIs – Support and engineering requests
  17. 17. How are we doing? Monthly review of KPIs – Customer satisfaction 0.0% 7.4% 14.8% 44.4% 33.3% 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 40.0% 45.0% 50.0% Very Dissatisfied Somewhat Dissatisfied Neutral Somewhat Satified Very Satisfied
  18. 18. How are we doing? Monthly review of KPIs –VC travel avoidance costs since June 2013 $445,436 191,052kg $0 $50,000 $100,000 $150,000 $200,000 $250,000 $300,000 $350,000 $400,000 $450,000 $500,000 Savings CO2 (kg)
  19. 19. What did we learn?  Travel cost avoidance is significant  Exchange/ServiceNow integration hard to manage – Lots of overhead for the vendor – Customers were confused by multiple emails from ServiceNow and Exchange  Vendor able to sub-contract for – Peak requests – Special equipment needs  Need to partner with Facilities and Office of Project Management  Multiple overlapping service offerings drive support costs up and adoption down
  20. 20. Managed Service Past Present Future
  21. 21. Service improvements  Move to a managed service contract  Continue to improve service request process  Create service bundles based on room usage patterns  Develop technology standards  Look to consolidate offerings – Driven by ESNet Collaboration Service changes Managed Service AV/VTC Engineering Web Conf. Support AV/VTC Support
  22. 22. Consolidation of technology for simpler user experience Today  Adobe Connect – 50 concurrent licenses – 2 seminar rooms with 250 users  ReadyTalk (ESNet) – Mainly used by ANL HEP community  PGI conferencing bridge – Integrates with Adobe Connect  Video endpoints – Polycom room systems – Mondo Pad  Whatever Best Buy has on sale Future???  Single video conferencing and web sharing solution???  Still need large seminar capability (250+ people)  May still need separate audio bridge  Standard supported configurations for: – Conference rooms – Auditoriums – Executive office suites – Digital signage – Video walls
  23. 23. Technology lifecycle management
  24. 24. Service request form
  25. 25. Service offering bundles
  26. 26. At a glance Past Multiple Service Providers • Local IT departments • AV vendor • VTC vendor • Web conferencing is self-service • Limited scalability Present Single Service Provider • Single vendor provides AV and VTC support • Web conferencing is largely self-service • Better scalability Future Managed Service • Managed service will provide all AV/VTC and web conference support • Scalable service to meet future demands
  27. 27. Questions? Dana Stasiak dstasiak@anl.gov 630-252-0912 Jack Schmidt jschmidt@anl.gov 630-252-1533 Chad Karkos ckarkos@kemtah.com 630-252-1976 Ron Ford rford@kemtah.com 636-297-5206
  28. 28. Additional information
  29. 29. Service Design (AV)  Description: Provides support to facilitate video, audio and web communication for on-site or with off-site collaborators. Facilitate preparation for special requests. Includes consulting and design for new installations.  Entitlement: – Audiovisual operations, maintenance and consulting and installation services on a cost- recovery basis covering over 40 conference rooms across the site. – Provide end-user training related to A/V systems.  Support Costs: A la carte pricing model.  Support Availability: 3 business days. Emergency support available (higher cost)  Service Availability: Mon thru Fri 7:30am – 5pm, excluding Lab Holidays. Off Hours and Weekend support is negotiable. (ANL Service Desk)
  30. 30. Service Design (VTC)  Description: Provides support to facilitate video, audio and web communication for on-site or with off-site collaborators. Facilitate preparation for special requests. Includes consulting and design for new installations.  Entitlement: – Video conferencing resources and services are available in several dedicated conference rooms around the Laboratory – (Video conferences scheduled, connected, and supported via use of the ESnet bridge. – Schedule and support external video conference connections through ESnet.  Support Costs: No cost recovery structure in place  Support Availability: 3 business days notification recommended  Service Availability: Mon thru Fri 8:00am – 6pm, excluding Lab Holidays. Off Hours and Weekend support is negotiable. (Kemtah VCS Help Desk)
  31. 31. Service Design (Web)  Description: Provides support to facilitate web communication for on-site or with off-site collaborators.  Entitlement: – ReadyTalk: integrated audio and web conferencing for small meetings via the web. – Adobe Connect: web conferencing for small meetings via the web + PGI for audio connections – Users are expected to setup & run their own sessions – Training assistance on request  Support Costs: No cost recovery structure in place  Support Availability: Local IT support  Service Availability: Mon thru Fri 7:30am – 5pm, excluding Lab Holidays. Off Hours and Weekend support is negotiable. (Argonne Service Desk)

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