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Data Agreement for Portal Platforms

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Data Agreement for Portal Platforms Powered By Docstoc
					        TYING IT ALL TOGETHER: SUPPORTING REMOTE USERS ON
        MULTIPLE PLATFORMS




Kevin Corcoran, Sr. Director of Technical Services
&
Bill Burnes, Help Desk Manager

NERCOMP: Blackboard User SIG
November 14, 2007
GARTNER GROUP – IT READINESS
                      OUTLINE
•   Troubleshooting
•   Tracking
•   Trending
•   Communicating
•   Testing
•   Participating
                                                         OBLIGATORY SLIDE – WHO WE ARE
• CT State Agency – Non- Profit
• Academic Service Provider
   – LMS Hosting
   – Product Development:
       • ePortfolio.org & eTutoring.org
   – Instructional Design
   – Help Desk/Call Center
• Supporting
   – 75,000 remote students
   – 7 different academic platforms (Bb AS, CE, Vista,
     ANGEL, ePortfolio, eTutoring, WebMentor)
   – Telecommunications for 4 remote campuses
   – After hours requests for on-campus help desks
                                                   TROUBLESHOOTING
• Browser Check:
   – Home-made, Browser Hawk
   – Java versions, browser versions, JavaScript
     enabled, cookies enabled, plug-ins detected
• Remote Access:
   – MS Remote Assistance
   – Adobe Connect Pro/Breeze (pay per use)
   – Elluminate
   – Liability Concerns – User Agreement
• Live Chat:
   – modem user considerations
CTDLC Browser Check   Browser Hawk




                                     BROWSER CHECKS
ADOBE BREEZE/CONNECT
                                               TRACKING
• Ticketing System
   – Maintain continuity among multiple TSM
   – Problem/Resolution Life Cycle
• Tools:
   – Heat, Track-It, Parature, Mojo, Kayako,
     Incident Monitor
• Outsourced:
   – Presidium, SunGuard
                                    TICKETING SYSTEMS
Incident Monitor   Mojo Help Desk
                                   TICKETING SYSTEMS
Kayako eSupport   HEAT Help Desk
                                                        TRENDING
• Audit Case/Ticket history
   – Identify Trends/Recurring Issues
   – Address Issues with Tutorials, FAQs, etc
• Tools:
   – Internal Ticketing System Reports, SQL Queries &
     Reports
   – Robohelp, Captivate, Camtasia, Dreamweaver
INCIDENT MONITOR REPORT
                                       COMMUNICATING
• Support Portal
   – RSS feeds to LMS
   – opt-in alert system
   – Outage log/uptime
• Tools:
   – Support portal
   – Communication channels
   – Blogs
   – Websites
   – Wikis
   – LMS login page or announcements
SUPPORT PORTAL
SUPPOR
T
PORTAL
BLACKBOARD: TABS, MODULES, & CHANNELS
                                                TESTING
• Multiple browsers:
  – IE
  – Netscape
  – Firefox (User Agent Switcher Add-on)
  – Safari
• Multiple Windows O/S:
  – Microsoft Virtual PC 2007 – free download
  – Pear PC – if no MACs available
                                                          TESTING
Microsoft Virtual PC 2007   Firefox User Agent Switcher
                                      PARTICIPATING
• Know your system
• Join Listservs
• Attend Conferences – like NERCOMP
                                                           RESOURCES
• Browser checks:
   – CTDLC: http://www.ctdlc.org/help/browsercheck.cfm
   – Browser Hawk: http://www.cyscape.com/
• Live Workspaces:
   – Adobe Connect:
     http://www.adobe.com/products/acrobatconnectpro/
   – Elluminate: http://www.elluminate.com/
   – Microsoft Remote Assistance:
     http://www.microsoft.com/windowsxp/using/helpandsup
     port/learnmore/remoteassist/intro.mspx
                                                           RESOUCES – CONTINUED
• Ticketing Systems
   – Incident Monitor: http://www.monitor24-7.com
   – Track-It: http://www.numarasoftware.com/
   – HEAT: http://www.heatitsm.com/
   – Mojo Help Desk: http://www.mojohelpdesk.com/
   – Kayako eSupport: http://www.kayako.com/esupport.php
   – Parature: http://www.parature.com/
• Out-sourced Help Desk
   – Presidium: http://www.presidiumlearning.com/
   – SunGuard:
     http://www.sungardhe.com/Products/Subcategory.aspx?
     id=1014
                                                       RESOURCES – CONTINUED (AGAIN)
• Tutorial Tools
   – Adobe (Dreamweaver, Robohelp, Captivate):
     http://www.adobe.com
   – TechSmith (Camtasia, SnagIt):
     http://www.techsmith.com
• Communication Tools
   – CTDLC Support Portal: http://www.ctdlc.org/help
   – WordPress Blog: http://www.wordpress.com
   – WikiDot: http://www.wikidot.com/
                                                  RESOURCES – CONTINUED (YET AGAIN)
• Testing Tools
   – Microsoft Virtual PC:
     http://www.microsoft.com/windows/products/
     winfamily/virtualpc/default.mspx
   – Pear PC: http://pearpc.sourceforge.net/
   – Firefox User Agent Switcher:
     https://addons.mozilla.org/en-
     US/firefox/addon/59
                                                       RESOURCES – COMPLETED
• Communities
   – Bb Admin ListServ @ Arizona State U:
     https://lists.asu.edu/cgi-bin/wa?LIST=BBADMIN-L
   – Blackboard Wiki Knowledge Base:
     http://kb.blackboard.com/dashboard.action
   – EduGarage (Bb Developer’s Network):
     http://www.edugarage.com/display/BBDN/Home
   – CT Bb User Group:
     http://lists.blackboard.com/archives/CTBUG.html
   – NERCOMP: http://www.nercomp.org/
                                                 QUESTIONS & CONTACT INFO
             Any Questions?




               Contact Info
Bill Burnes                Kevin Corcoran
wburnes@ctdlc.org          kcorcoran@ctdlc.org




                    Thank You

				
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