24/7 Live Help Desk for CMS Support

1. 24/7 Live Help Desk for CMS Support James Rianhard & Andrea Henne August 6, 2008 For audio call Toll Free 1-888-886-3951 and use PIN/code 378993

2. Housekeeping • Maximize your CCC Confer window. • Mute your phone (*6) if you have visitors or noise in your office. • Please note phone audio may be in presenter-only mode. • Ask questions over the phone when the presenter prompts. • Ask questions throughout presentation via the chat window. • Turn on or off Closed Captioning by clicking on the icon. • Save the presentation or chat by clicking on the icon.

3. California Community CollegesIndustry Presentation 08– 06 – 08

4. Discussion Topics • Overview • Focus Areas • Peer-institution perspective • Demo • Blackboard Next Generation – Next Webinar • Q&A

5. The Key Drivers - #1 • 77%/23% • “Arrival Patterns” • Fractions of FTE in the AM • Multiples of FTE in the Afternoon and evening

6. Key Driver #2 • Multi-domain – i.e. centralized • and decentralized • Change Management • Release Management • Knowledge Management

7. Presidium Overview • Provider of ESM – Education Services Management • Pioneer in deploying ESM solutions for academic technologies • “Bleeding Edge” customers leading Presidium into enterprise ESM • 650 education providers • 40% Community Colleges Client Partnerships Accounts

8. Education Services Management Today Online Interactions On-campus Interactions The Basics CMDB – Configuration Management Database Multi-Modal Approach Contact Center Operations Management ESM Framework SLA Management Multi-sourcing Management

9. Examples

10. Dr. Andrea Henne Dean, Online and Distributed LearningSan Diego Community College District http://www.sdccdonline.net

11. Snapshot • San Diego Community College District San Diego City College, Mesa College Miramar College and Continuing Education • SDCCD Online began Fall 2001 – 18 sections • 2007-2008 - Online courses = 12% of the total • Spring 2008 = 461 Online Course Sections • Summer 2008 = 370 Online Course Sections • Fall 2008 = 468 Online Course Sections • 275 Faculty • 2 Full-time Instructional Design Coordinators

12. Strategic Benefits of Outsourcing Help Desk Services • Cost Effective • 24/7/365 Support • Variety of support options • Customizable to changing and expanding operational needs • Both faculty and students are served • 24/7 Helpdesk supports quality distance education and accreditation requirements for student support • Enterprise reporting

13. On a Daily Basis • Staff time is devoted to course development and training—less time answering phone and emails for routine support • Helpdesk tutorials and Knowledge Base articles used in orientation and training • Helpdesk escalations ensure proper handling of issues • More positive online learning/teaching experience for students and faculty

15. https://www.sdccdonline.net/help

18. http://presidium.blackboard.com

21. Q&A Presidium Contacts: Robert Rye Director, Western Region rrye@presidiumlearning.com Office 415-891-8378 Hilary Butler Sales Manager, Western Region hbutler@presidiumlearning.com Office 250-294-6340

22. Blackboard’s Next GenerationOctober 14th • Blackboard's Next Generation • Multi-phased delivery • Easy to use interface • Open platform • Combining the best of both Blackboard and WebCT • Demo • http://www.blackboard.com/projectng/ • Contact • Matt Lord • 925-513-8506 • Matt.lord@blackboard.com

23. Q & A

24. Evaluation Survey Link http://tinyurl.com/5zznl5

25. Thanks for Attending For upcoming desktop seminars and links to recently archived seminars, check the @ONE Web site at: http://www.cccone.org/seminars/index.php

26. Comments and Questions? • Thank You!