1 / 55

CENTRALISED SERVICE DESK PROGRAM BRIEFING 27-29 th Feb 2008

Date: 27/02/08. CENTRALISED SERVICE DESK PROGRAM BRIEFING 27-29 th Feb 2008. Ministry of Education. Contents. BACKGROUND. 1. CENTRALISED SERVICE DESK (CSD). 2. CSD PROCEDURES. 3. CHASISS™. 4. 5. CSD REPORT FOR JANUARY 2008. BACKGROUND. Background. 1.

boyce
Download Presentation

CENTRALISED SERVICE DESK PROGRAM BRIEFING 27-29 th Feb 2008

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Date: 27/02/08 CENTRALISED SERVICE DESK PROGRAM BRIEFING27-29th Feb 2008 Ministry of Education

  2. Contents BACKGROUND 1 CENTRALISED SERVICE DESK (CSD) 2 CSD PROCEDURES 3 CHASISS™ 4 5 CSD REPORT FOR JANUARY 2008

  3. BACKGROUND

  4. Background 1 NITC 7th April 2006, YAB PM has acknowledged YB Minister of Education’s proposal for MDeC to uplift the 88 Smart Schools to become model schools Dato’ Seri Abdullah Haji Badawi Prime Minister of Malaysia Dato’ Seri Hishammuddin Tun Hussein Minister of Education Malaysia

  5. Mesyuarat Jawatankuasa Pemandu 1/26, 23/05/2006 “4.3 Pemantapan 88 Sekolah Bestari 4.3.2 Isu teknikal di sekolah perlu pemantauan yang lebih mantap” Following the above MDeC has conducted a study from July 2006 to December 2006 to look into the best option for the provision of technical support for the Smart Schools 1 BACKGROUND

  6. OBJECTIVES OF THE STUDY ARE AS FOLLOWS: 1 BACKGROUND • To identify the area of improvement for the Smart Schools IT operating environment • To provide strategic recommendations for improvements in IT Operation and Service Management

  7. (1) To Improve 88 Smart Schools IT Service Delivery The provision of a One-Single Point of Contact in delivering end-to-end support, will ease the workload of the ITC as he is no longer required to deal with multiple vendors at schools and manage the problems himself. He can focus more on other areas which are beneficial towards supporting the use of ICT for teaching and learning. 2 CENTRALISED SERVICE DESK (CSD) WHAT ARE THE OBJECTIVES OF CSD?

  8. 2 BACKGROUND HIGHLIGHTS OF THE STUDY AND ITS FINDINGS ASSESSMENT METHODOLOGY • (A) REPRESENTATIVE ASSESSMENT APPROACH • Representative sample of selected schools from residential and non-residential schools located in both rural and urban areas as follows: • 1. Sekolah Seri Bintang (U), Kuala Lumpur 5. Sekolah Ser Puteri, Cyberjaya • 2. SM Kamil, Pasir Puteh, Kelantan 6. SK Putrajaya (1), Putrajaya • 3. SM Tun Fatimah, Johor Bharu 7. SM Agama Baling, Kedah • 4. SMK Tenom, Tenom, Sabah 8. SMK Three Rivers, Mukah, Sarawak (B) METHODOLOGY Site Evaluation Interview with BTP & ITCs Recommen- dations Analysis

  9. 1 BACKGOUND THE FINDINGS PROBLEM AREAS MAINTENANCE & SUPPORT TECHNOLOGYINFRASTRUCTURE APPLICATIONS • Multiple vendors & no focal point of support • Problem Management • Response and Resolution Time • Hardware related problem (out-of warranty, obsolete parts) • Network Related Problem • Threats from virus/spy wares • Weaknesses in system design • SSMS interface not user-friendly • TLM too slow to download

  10. PROBLEM AREAS

  11. PROBLEM AREA: MAINTENANCE AND SUPPORT ISSUES Based on the study conducted on the Smart School present IT infrastructure specifically related to the maintenance and support services of all ICT initiatives by MOE, the following items have been identified: 1) Multiple Vendors & no focal point of contact (2)Problem Management (3) Problem Response and Resolution MAINTENANCE & SUPPORT APPLICATIONS

  12. ITC is short handed as he has to manage the school’s IT resources and support users at the same time. There is no single point of contact for ITC when needing for maintenance support. Therefore, ITC faces difficulties in managing the problems effectively and efficiently as there are many different vendors to deal with. ITC does not necessarily have the skill to diagnose or filter the problem. (1) ISSUES ON MULTIPLE VENDORS

  13. (2) ISSUES ON PROBLEM MANAGEMENT FOCUS is not accessible most of the time due to intermittent connection problems • ITC has to use telephone as the method of reporting problem to relevant parties • Revert to manual method to record the problems (via log book) • No proper mechanism to streamline the identification, tracking and resolution of the reported problems Ineffective and Inefficient Management of the Reported Problems

  14. ITC has reported that the response and resolution time by the supporting vendor is slow. Example 1: ITC at SMK Tenom reported that the vendor servicing the schools under JPN maintenance contract (Kontrak Penyelenggaraan JPN ICT) at average took at least 3 days to resolve any hardware problem. Example 2: ITC at SM Kamil, Pasir Puteh reported that the vendor for the same JPN maintenance contract response time to a problem is 30 minutes but resolution time normally takes about 1 week. Lack of control in managing the SLA between the vendors and schools ITCs have no knowledge on the various contracts (3) ISSUES ON RESPONSE AND RESOLUTION TIME

  15. CENTRALISED SERVICE DESK (CSD)

  16. 2 CENTRALISED SERVICE DESK (CSD) INTRODUCTION • Centralised Service Desk (CSD) is implemented as a model for the technical support for the 88 smart schools. • CSD is an helpdesk system where the main objective is to provide an immediate solution to address operational and support issues at the 88 Smart Schools and manage all aspects of service level commitment. • The fundamental purpose of CSD is to provide ONE SINGLE POINT OF CONTACT for all the users at the 88 Smart schools thus simplifying the process for addressing any issues for maintenance support.

  17. With CSD as the focal point: 2 CENTRALISED SERVICE DESK (CSD) • ITC will only need to call CSD Service Agent who will provide 1st level support and manage the escalation of the reported problem. • CSD will streamline the identification, tracking and resolution of the problem and responsible to ensure any service required by the end-users is logged and responded to within agreed time based on the SLA. • CSD will also manage the SLA of other MOE main vendors that provide ICT services to the smart schools e.g. TSS for WSMS, GSB for SchoolNET and TSI for PPSMI.

  18. (2) To Complement BTP Helpdesk Functions CSD will also complement BTP Helpdesk functions, where CSD shall provide the 1st level support services to users at Smart Schools and manages all aspects of service level commitment. Additionally, it will help BTP Helpdesk in managing the SLA of other Service Providers that provide services to the Smart Schools. 2 CENTRALISED SERVICE DESK (CSD)

  19. PROPOSED FLOW OF SUPPORT ALL MOE ICT INITIATIVES OUT-OF-WARRANTY HARDWARE (PC/Server/Notebook/Printer/Hub/Switch for all MOE Software initiatives e.g. SSMS, PPSMI, SDM, EMS, ISIS) UNDER WARRANTY HARDWARE (e.g. PPSMI Phase 2-5) APPLICATIONS (WSMS, LCMS) NETWORK (SchoolNet) PENYELARAS SEKOLAH BESTARI (ITC) CENTRALISED SERVICE DESK Hardware Maintenance Vendors Time System Integrators TSS GITN

  20. 2 CENTRALISED SERVICE DESK (CSD) ROLES OF CENTRALISED SERVICE DESK Provision of 1st level support to ITC inclusive of all hardware, application and network related problem. Consist of four (4) coordinating functions in managing the problems and its resolution: • FILTERING the problems • ESCALATING the problems • MONITORING the resolution of the problems • ENSURING Service Providers SLA Compliance

  21. 2 CENTRALISED SERVICE DESK (CSD) • (I) FILTERING THE PROBLEMS: • CSD Service Agent shall verify and filter the problems. • He is equipped with some level of competency to troubleshoot problems and shall attempt to resolve the problem at her level . • He will then escalate the problem to the next level of support if it can not be resolved.

  22. 2 CENTRALISED SERVICE DESK (CSD) • (II) ESCALATING THE PROBLEMS: • The CENTRALISED SERVICE DESK shall coordinate the escalation of the problems to the right responsibility areas for 2nd Level Support. • For example: • TSS for WSMS application related problems • TSI for PPSMI Phase 2-5 related problems • GSB for SchoolNET related problems • Hardware Maintenance Vendor for Smart School hardware and LAN related problems

  23. 2 CENTRALISED SERVICE DESK (CSD) (III) MONITORING THE PROBLEMS: • After escalating the problems to the right responsibility areas, the CENTRALISED SERVICE DESK shall monitor the resolution of the problems by the respective service providers. • Monitor and track all the reported problems and provide full audit trails of the maintenance activities.

  24. 2 CENTRALISED SERVICE DESK (CSD) (IV) ENSURING SERVICE PROVIDERS COMPLIANCE TO THE SLA: • Shall ensure that service rendered by the service providers are within the agreed SLA with MOE. • Highlight service providers’ non-compliance to the SLA to MOE so that further action could be taken. • Submit to MDEC and MOE all the maintenance activity reports of the Service Providers, e.g. example KPI and Daily Turnover Report.

  25. 2 CENTRALISED SERVICE DESK (CSD) (IV) ENSURING SERVICE PROVIDERS COMPLIANCE TO THE SLA: • Shall ensure that service rendered by the service providers are within the agreed SLA with MOE. • Highlight service providers’ non-compliance to the SLA to MOE so that further action could be taken. • Submit to MDEC and MOE all the maintenance activity reports of the Service Providers, for example KPI and Daily Turnover Report.

  26. CSD PROCEDURES

  27. 3 CSD PROCEDURES • Users at the 88 Smart Schools may access CSD by the • following means of communication: • Local Charged Toll-Free Number: 1-300-88-2668 • (6 lines) • General Line: 03-83189939 • Fax Number: 03-83191610 • Email: csd@ith.com.my • Online/Web: http:/csd.ith.com.my where user has been given a login id and password

  28. 3 CSD PROCEDURES Problems received via telephone: • CSD Service Agent will walk through the problem with the user on the phone and key in detail of the problems in the Helpdesk System (CHASISS). • Each problem will be assigned with a problem ticket. • User may access the system to view the status of the reported problems.

  29. 3 CSD PROCEDURES Problems received via web • Self-reporting function where user may login into the system and key-in the problem. A problem ticket will be automatically generated. • CSD Helpdesk Analyst will monitor the system for any reported problem that is logged by user and attend the problem by calling back the user. • CSD Helpdesk Analyst will update into the system every maintenance activities such as the action being taken and resolution to the problem. • CSD Helpdesk Analyst will close the problem once it has been settled.

  30. 3 CSD PROCEDURES Problems received via email and fax: • CSD Service Agent will transfer the problem to the Helpdesk System and assigned a problem ticket • Problem will be responded within 30 minutes • User may access the system to view the status of the reported problems.

  31. 3 CSD PROCEDURES CSD OPERATION HOURS: 1st Level of Support Monday-Sunday 7.00am – 10pm 2nd level support To follow vendors working hours as agreed in the SLA between MOE and vendors

  32. 3 CSD PROCEDURES WHAT TO REPORT? Any problem pertaining to the usage of all hardware and software under MOE ICT initiatives as the following:

  33. 3 CSD PROCEDURES • EXAMPLE OF PROBLEMS: • Question on the usage of the ICT equipment e.g PC, notebook, LCD provided for PPSMI projects • Technical problem faced by user when using the ICT equipment or application (e.g. WSMS) • Problem related to school network (LAN/WAN) • Request to unblock certain websites

  34. 3 CSD PROCEDURES • INFORMATION REQUIRED BY CSD SERVICE AGENTS: • School profile • - School Name & Code • Caller Identification • Information on the problem • - Type of hardware/brand/model • - Serial number of the hardware • - Name of Project • - Brief description of the problem • For PPSMI hardware, user must provide the correct PPSMI serial • number

  35. CHASISS™

  36. 4 CHASISS™ • CHASISS™ is a web-based helpdesk system that is used to support the Centralised Service Desk operation in duration of the project. It will: • automatically streamlines the identification, tracking and resolution of all IT related problems • responsible to ensure any services required by the users are logged and responded to within agreed time • track all calls right from the moment they are reported to the point they are resolved and provide full audit trails of the maintenance activities.

  37. 4 CHASISS™ HOW TO ACCESS CHASISS™? Helpdesk on-line support can be accessed via the following website:csd.ith.com.my At the login screen, please enter your login id and password. The subsequent slides present screenshots of CHASISS™

  38. CSD REPORT FOR JANUARY 2008

  39. SUMMARY OF SCHOOLS USING CSD

  40. CSD USAGE BY ZONE

  41. List of Smart Schools Reported Problems to CSD Total of Schools= 6 Total Problems = 12

  42. List of Smart Schools Reported Problems to CSD Total of Schools= 6 Total Problems = 41

  43. List of Smart Schools Reported Problems to CSD Total of Schools= 6 Total Problems = 8

  44. List of Smart Schools Reported Problems to CSD Total of Schools= 6 Total Problems = 11

  45. List of Smart Schools Reported Problems to CSD Total of Schools= 6 Total Problems = 14

More Related