Coherent Web User Support Advisory Group

1. Coherent Web User Support Advisory Group November 17, 2011

2. Agenda • Requirements Waiting • Candidate Tools • 2011-4 Sprint Activities • Schedule Review

3. Requirement Weighting • Status • Received inputs from LANCE, ECHO, & CW. • Awaiting inputs from URS & USWG. • Review Requirements Weighting • Remove items that are all a low priority.

4. Candidate Tools • Status • Proposed candidates: • Zendesk • Helpspot • Support Center Plus • Search for additional tools pending • Will be performed after this meeting and results discussed via email. • Evaluations • 2 evaluators will review each tool and provide a score for each of the agreed upon requirements. • DAAC’s utilizing existing tool to provide a demo (if possible) • Evaluators are encouraged to schedule live demos if they feel it appropriate. • Results • Evaluation results will be reviewed in December • A live demo will be provided for the entire advisory group for selected tol.

5. Evaluator Guidelines • Guidelines • Schedule live demos if necessary. • Rate the support tool against each requirement on a 4 point scale: • 3 – Exemplary • 2 – Moderate • 1 – Poor • 0 – Not Supported or Unacceptable • Provide a short written report regarding your findings including any positive or negative aspects that should be considered during tool selection.

6. Sprint 2011-4 : Detailed Activities • Sprint 2011 -4 : 11/14 – 12/2 (… and a bit of 2011-3) • Identify candidate user support tools • 11/17 – Evaluation teams assigned for known candidate tools. • 11/23– Additional candidate tools due to group for consideration. • 11/23– Finalize candidate tool list. • Evaluation teams assigned for additional tools • Develop Requirements rating scheme • 11/10 - 11/16 – Review requirements w/ each EOSDIS group to create weights. • LANCE (Mike), CW (Kevin), URS (John Farley), ECHO (Andy), USWG (Molly) • 11/17 – Review requirement weighting scheme. • Remove any requirements that are not applicable. • Evaluate & select user support tool • 11/17 – Review tool evaluation approach. • 11/18 - 11/30 – Evaluate candidate support tools. • 12/1 – Review tool evaluations & select (if possible)

7. 2011 Sprint Activities • Sprint 2011-2 : 10/17 – 10/28 • Advisory Group Formed – 10/27 • Sprint 2011-3 : 10/31 – 11/11 • Identify customer tool requirements • Identify candidate user support tools • Sprint 2011-4 : 11/14 – 12/2 • Develop LANCE and CW requirements rating scheme • Evaluate & select user support tool • Sprint 2011-5 : 12/5 – 12/16 • Install, configure, & evaluate trial software • Identify & schedule tool customizations • Sprint 2011-6 : 12/19 – 12/30 • Upgrade license (if required) • Holiday

8. 2012 Sprint Activities • Sprint 2012-1 : 1/2 - 1/13 • Determine “Measurement(s) of Success” • Implement customizations • Develop user support responsibilities and workflows • Sprint 2012-2 : 1/16- 1/27 • Implement user support workflows • Formal User Acceptance Testing • Develop Training Material • Sprint 2012-2 : 1/30- 2/10 • Train CW User Support Team • Deploy User Support tool in live Earthdata site

9. Sprint Scheduling • Contact Info • Coherent Web Team : esdis-cw@lists.nasa.gov • Advisory Group : eosdis-usersupport@lists.nasa.gov • Meeting Info • Thursdays 2:00pm – 3:00pm EDT • Dial In # - 866.469.3239 • Meeting Number: 633 434 321 • Meeting Password: EOSDIs001 • WebEx Link: https://raymeeting.webex.com/raymeeting/j.php?ED=148492342&UID=480427617&PW=NYTE2NmUzM2Vj&RT=MiM0