Open Athens Service Desk Feb Mar 2009


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How to get support from the OpenAthens service desk

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  • Open Athens Service Desk Feb Mar 2009

    1. 1. Access & Identity Management getting support for OpenAthens Simon Timms – OpenAthens Workshops Feb/March 2009
    2. 2. Agenda <ul><li>Eduserv Service Desk - What we do - The support we offer </li></ul><ul><li>Accessing the Service Desk via the web </li></ul><ul><li>Reliability of the OpenAthens service </li></ul><ul><li>Service Desk customer survey </li></ul>
    3. 3. Eduserv Service Desk <ul><li>Eduserv operates an ITIL-aligned Service Desk for technical enquiries </li></ul><ul><li>(ITIL = IT Infrastructure Library) </li></ul><ul><ul><li>a standard framework for classifying and handling Service Calls, Incidents, Problems, etc. </li></ul></ul><ul><li>Can be contacted by email or phone </li></ul><ul><li>Last year web access added as the preferred method </li></ul><ul><ul><li>allows you to view all open calls and track progress </li></ul></ul><ul><ul><li>add further updates online </li></ul></ul><ul><ul><li>receive responses via email </li></ul></ul>
    4. 4. What does the Service Desk do? <ul><li>A typical month.. </li></ul>20% <ul><li>Incidents </li></ul><ul><ul><li>admin accounts expired </li></ul></ul><ul><ul><li>emails not received </li></ul></ul><ul><ul><li>resource access issues relating to Service Providers </li></ul></ul><ul><ul><li>resource access issues relating to Identity Providers </li></ul></ul><ul><ul><li>other issues </li></ul></ul>110 80% <ul><li>Service calls </li></ul><ul><ul><li>queries, how do we do this… </li></ul></ul><ul><ul><li>allocating resources </li></ul></ul><ul><ul><li>testing new resources </li></ul></ul><ul><ul><li>registering new IdPs and SP </li></ul></ul><ul><ul><li>supporting installation of LA or OASP </li></ul></ul><ul><ul><li>updating certificates etc etc.. </li></ul></ul>427 Calls in total 537
    5. 5. The support we offer <ul><li>Provide support via the Service Desk web interface </li></ul><ul><li>Arrange conference calls </li></ul><ul><li>Use Web Conferencing tools for remote support </li></ul>
    6. 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. 7. Accessing the Service Desk via the web <ul><li>Access Service Desk using your administrator credentials </li></ul><ul><ul><li>follow ‘Log a Query’ link from administration area </li></ul></ul><ul><ul><li>https:// </li></ul></ul><ul><li>Responses will be sent to your registered administrator email address </li></ul><ul><ul><li>Keep this up to date! </li></ul></ul>
    8. 8. The home page
    9. 9. Log a new Service Call <ul><li>Choose the closest topic for your query </li></ul><ul><li>Allows Service Call to be assigned quickly to most appropriate support team </li></ul>
    10. 10. Tracking progress <ul><li>Three stages: </li></ul><ul><ul><li>Open – in progress, or awaiting a response </li></ul></ul><ul><ul><li>Resolved – question answered / problem solved </li></ul></ul><ul><ul><li>Closed – you have agreed it is resolved or no further response after 5 working days </li></ul></ul>
    11. 11. List of Service Calls <ul><li>Short summary of each Service Call </li></ul><ul><ul><li>sort by date, status, etc. </li></ul></ul>
    12. 12. View sub-administrators’ Calls <ul><li>If you have sub-administrators </li></ul><ul><ul><li>view their Service Calls </li></ul></ul><ul><ul><li>add updates in your own name </li></ul></ul>
    13. 13. Demonstration
    14. 14. Service Desk Customer Survey
    15. 15. Responding to the Survey
    16. 16. What our customers say… <ul><li>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.” </li></ul><ul><li>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………….” </li></ul><ul><li>Q2. Did Eduserv understand the relative importance and the potential business impact of your service request? “ Yes Very good, quick response to the call.” </li></ul><ul><li>Q8. Overall, how satisfied are you with the service provide through your engagement with Eduserv Support? “ Very satisfied keep up the good work!” </li></ul>
    17. 17. Reliability of the OpenAthens service <ul><li>Periods of degraded service over the last six months. Causes: - Unprecedented usage </li></ul><ul><li>- Hardware failure </li></ul><ul><li>- Shared cache issues </li></ul><ul><li>- Datacentre connectivity issues </li></ul>
    18. 18. Reliability of the OpenAthens service <ul><li>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? </li></ul>
    19. 19. What are we doing in the long term? <ul><li>Created a new role (Athens Service Manager – Neil Drage) to review the current service and drive our Continuous Service Improvement plan </li></ul><ul><li>Reviewing hardware and infrastructure </li></ul><ul><li>Investing in our Datacentres to improve performance and resilience </li></ul><ul><li>Increasing numbers in our development and support teams </li></ul>
    20. 20. Thanks <ul><li>Q&A </li></ul>