After hours support - Macquarie Uni

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					                After Hours It Support
                 Macquarie University
             Brisbane November 7, 2008
 • One main campus on the northern side of
   Sydney with a few small satellite sites
 • Around 7,000 staff and 30,000 students with a
   high percentage of students doing at least 1 unit
   online
 • Aging infrastructure due to years of
   underinvestment now undergoing a massive and
   rapid replacement program
 • Central IT ( ITS ) not currently dealing directly
   with students, Student Help Desk provided by
   library but this is under review

Peter Hole           After Hours IT Support            No 1
                After Hours It Support
                 Macquarie University
             Brisbane November 7, 2008
 • What after hours staff support of IT services is
   being provided?
 • After hours Service desk calls are diverted to a
   3rd party call centre & paging service. A
   prepared script of questions attempts to filter out
   non-urgent requests.
 • No staff are rostered on call and incidents are
   dealt with on a best efforts basis with no
   guarantees or SLA’s
 • Faculty IT support varies and is not formalized or
   documented

Peter Hole           After Hours IT Support          No 2
                After Hours It Support
                 Macquarie University
             Brisbane November 7, 2008
 • How are institutions dealing with staffing
   arrangements and associated reward structures
   to cover after hours support requirements ie.
   What they've found works or doesn't work?
 • Ready B arrangements offer no way to
   guarantee service.
 • Ready A too restrictive and reward seen as too
   little so no uptake from staff.
 • Attempts to go outside of EBA not given support
   by human resources.


Peter Hole           After Hours IT Support          No 3
                After Hours It Support
                 Macquarie University
             Brisbane November 7, 2008
 • What joint or sharing arrangements (with other
   unis or organisations), if any, have institutions
   tried to better cover after hours support?
 • A follow the sun helpdesk was attempted some
   years ago with Universities in the UK and USA.
   It appears to have never really taken off.
 • The 3rd party call centre currently used fails to
   correctly classify priorities or even determine
   what services should receive after hours
   attention.


Peter Hole           After Hours IT Support            No 4
                After Hours It Support
                 Macquarie University
             Brisbane November 7, 2008
 • What strategies are institutions planning
   to cope with a/hrs support?
 • We have just completed an 18 month
   evaluation of options based around a full
   after hours support model both in-house
   and outsourced.
 • Detailed business requirements were
   gathered ( largely unrealistic )
 • Funding was rejected in October budget
   cycle

Peter Hole           After Hours IT Support    No 5

				
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