Viral Client Services: IT Support in a Distributed Environment

1. Viral Client Services: IT Support in a Distributed Environment University of Waterloo Stephen Markan, Lisa Tomalty

2. Agenda • Waterloo’s IT support model • How it’s evolving • Challenges/strengths • How we share knowledge and collaborate • Support tools we use • Recommendations and resources • Questions

3. About Waterloo • 29,000 full- and part-time undergrads • 4,800 full- and part-time grad students • 5 satellite campuses: Cambridge, Kitchener, Stratford, United Arab Emirates, Huntsville • 6 faculties • 4 affiliated colleges • 10 faculty-based schools • 950+ FTE faculty members plus sessionals, etc. • >2000 FTE staff plus contracts, casuals, etc.

4. IT Support Models • Central IT department • Faculty computing groups (6 faculties) • IT Liaisons to each faculty from main IT department • Helpdesks • Main IT helpdesk • Faculty/Residence helpdesks • After hours helpdesk (located in the library)

5. IT Support Models • Academic support & Faculty area computer support reps (some faculties) • Department level basic IT support/liaison • Non-IT staff • Involved in IT update meetings, training available • Working Groups • Computing Committees, etc. • Members from across campus

6. Working Groups • UCIST (University Committee On Information Systems and Technology) • CTSC (Computing Technology and Services Committee) • WAC (Web Advisory Committee) • PDAG (Professional Development Advisory Group) • WatITis (the UW Information Technology conference) • FACCUS (Faculty Computing User Support Group) • CNAG (Campus Networks Advisory Group) • CSAG (Computing Systems Advisory Group) • STAC (Student’s Technical Advisory Committee)

7. What is viral? • Liaisons, Academic/faculty support reps • Projects reaching out to campus units for participation • Centralization by integration • Brings key staff from faculty/unit support groups together with main IT department (collaboration/training/communication) • Builds bridges • Campus Partnerships (committees, groups) • Central after hours helpdesk for all faculties/units • SEW training courses and PDAG

8. Evolving … • From IT Task Force Report • Consolidate Active Directory forests • Increased support, unified email services, RT system • Create a support model that links the main IT department with other IT groups on campus • Development of a set of preferred configurations of desktop equipment across campus • Satellite IT activities • Main campus IT liaison to off site locations to ensure systems are compatible with the wider University systems • Include diverse representation in central IT projects (that affect the campus) • Information Security policies

9. Waterloo Area

10. Support Challenges • Satellite campuses (5) • Collaboration – ensuring representation from across units • External partner support (research and admin) • Software/version differences • Joint programs across universities (e.g. Tri university library consortium) (web sites/students) • Video conferencing (different protocols) • Changes/recommendations ruffle feathers • Inclusivity diversity time resources legislation…

11. Support Strengths • Communication • Committees/groups, Liaisons, Email lists • Cooperation/Collaboration • Relationships across campus • Joint projects (e.g. AD Consolidation, Desktop Rollover) • Allows for specialization of knowledge • Reduces the need for individuals in smaller areas to be ‘jack of all trades’

12. Sharing Knowledge • PDAG Presentations • IT Committees/groups • Isthd mail list • Liaisons and local area support reps (email/meetings) • Newsletters • Training • Change initiated training: new WCMS, Office 2010, Exchange Calendar, accessibility, etc. • Productivity: Office, Web Writing • Central applications (Financial, Student systems, HR, etc.) • Web based training (lynda.com)

13. Support Tools • Request Tracker • Main IT department, faculties, departments (e.g. Pharmacy), groups (e.g. Federation of Students) • Service Updates • Bomgar/Remote Assistance • IST Notice Board/isthd mail list (subscribers from across campus) • Chats (http://phplivesupport.com)

14. Collaboration • SharePoint/Exchange • Unified standards • Standard versions of software (e.g. MS Office) • MS campus licensing agreement makes this easier • Naming conventions (room bookings, printers, account names) • Soft skills training and development

15. Recommendations • Provide IT seminars regularly for: • Communication of IT initiatives and information sharing • Professional development (internal/external) • Connect IT groups (working groups, liaisons, committees, projects) • Focus on people • Encourage soft skills development in IT staff • Training/Support • Hire support people who can explain complicated topics in an easy to understand manner • Deploying Something? • Do it to IT first (reduces ruffled feathers)

16. Recommendations • Communication • Before, during and after and after… • List your services on your website so that clients can easily find information • Monitor your request tracking system • Have an escalation process in place • Campus wide projects • Be inclusive (faculties, library, administrative areas, etc.) • Wear your university hat • Work toward common goals

17. Resources • http://www.bomgar.com/ (remote support) • http://bestpractical.com (current Request Tracker system) • http://phplivesupport.com (chat) • http://lynda.com (online training)

18. Questions??

19. Thank you! Merci!