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IS 483 Lecture 7

IS 483 Lecture 7 . IT Services and IT Risk Management. Agenda. Exercise on IT Operations IT Services The Help Desk CSD / Consolidated Service Desk CMIC / Consolidated Management Information Centers Training End Users IT Staff Service Level Agreement

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IS 483 Lecture 7

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  1. IS 483 Lecture 7 IT Services and IT Risk Management Lecture 7 Oct 24 2005

  2. Agenda • Exercise on IT Operations • IT Services • The Help Desk • CSD / Consolidated Service Desk • CMIC / Consolidated Management Information Centers • Training • End Users • IT Staff • Service Level Agreement • NEXT WEEK – QUIZ for In-Class – Homework for DL Lecture 7 Oct 24 2005

  3. You are newly named IT operations manager for the newly formed Western U.S. region of a large national accounting firm that specializes in small and mid-sized clothing retailers. The first task is building a data center that will handle 16 offices in California, 10 in Oregon, 6 in Nevada and 5 in Arizona. When choosing a data center location, describe the 2 most important considerations in each category: security, disaster recovery, network management, and data center operations. Exercise Lecture 7 Oct 24 2005

  4. HELP DESK • Consolidated Service Desks (CSDs) to the new • Consolidated Management Information Centers (CMICs)Central point of contact for solving technical problems through support and information Lecture 7 Oct 24 2005

  5. Help Desk Duties • SUPPORTS “people” side(especially in a distributed computing environment_ • COORDINATES with user training on • Hardware • Software • Procedures • Policies Lecture 7 Oct 24 2005

  6. Help Desk Duties • Problem Processing (TICKET system)web enabled • Log problems • Determine nature of problem • If possible, resolve problem and log resolution • If not, route problem to higher levels by logging escalation to relevant role (detailed below) Lecture 7 Oct 24 2005

  7. Help Desk Duties • Assist end-users on • Business controls found in various applications • Recovery management techniques after various disasters that were • Natural or • Man-made Lecture 7 Oct 24 2005

  8. Help Desk Duties • Evaluate new applications for inclusion on the distributed network in terms of the needs of • End-user groups • IT control groups Lecture 7 Oct 24 2005

  9. Help Desk Duties • On IT trends the help desk may be asked to: • Collect information • Distribute information • Evaluate information Lecture 7 Oct 24 2005

  10. Help Desk Duties • Part of the IT planning group • Responsible for gathering planning information on IT problem aversion • Have expanded over time Lecture 7 Oct 24 2005

  11. Help Desk relies on: • Programmers • Network engineers • Desktop support specialists • Clerical assistants for: • Coordinating schedules • Getting supplies • Managing backups • Trainers for application software • Team Leaders • Technical recruiters Lecture 7 Oct 24 2005

  12. Help Desk History • Mainframe Era –user manuals on site training sessions • Decentralized Era – user manuals on site training + on site specialists help screens • Distributed Era –Centralized Help Deskhelp screens + help desk for internal corporate users Lecture 7 Oct 24 2005

  13. Help Desk NOW • In Internet EraInformation Center thru Consolidated Service Desk (CSD) • help desk extended through web to external constituents • telephone based using ACD (automatic call distribution) for routing • Computer to telephony integration (CTI) then added for intelligent queuing Customer Management Interaction Center • Route service requests (web/telephone) to (agent, application, customer information marts) Lecture 7 Oct 24 2005

  14. Support Delivery Types • FTP (file transfer protocol) • Web engines • FAQs • Discussion groups • Knowledge Base (a data base of problems and solutions) • Problem ticket system (see above) Lecture 7 Oct 24 2005

  15. Successful Tactics • Help Desk Agent Support • Technically trained • Reponsive and cool under stress • Leveraging Agent with • FAQs • Expert systems • Knowledge base • On-line chat rooms • Support from super users • Customer surveys Lecture 7 Oct 24 2005

  16. Successful Tactics • Check-back Procedure Usedagents call users back to ensure satisfaction with resolution • Periodic Status Reports to Users on Open Problems • Forecasting and Planning staffing isbased on call patterns and volumes Lecture 7 Oct 24 2005

  17. Successful Tactics • Developing a Call Reduction Strategy • Categorize calls by type and technology • Conduct analysis identifying root common causes • Fix application • Train user Lecture 7 Oct 24 2005

  18. Successful Tactics • Publicity on Escalation Policy and Proceduresend users should all understand when and why problems will escalate up the tiers • Service Level Agreements (SLAs) between tiers defining a CLEAR PROBLEM SEVERITY POLICY Lecture 7 Oct 24 2005

  19. Help Desk Foundation: Standards • Controls the knowledge needed to support users • Supported Product List allows all to share identical version or level • Reduces complexity for problem isolation and resolution • Limits vendors and supplier interfaces with help desk • Reduces training needs Lecture 7 Oct 24 2005

  20. Help Desk Tools • ACD Automated Call Distribution • CTI Computer-to-Telephony Integration • Integration with CRM Customer Relationship Management • FAQs: Frequently Asked Questions • Self-diagnosis tools: end user can analyze cause of problem with ability to offer solutions • Software Deployment (SD) for managing desktops Lecture 7 Oct 24 2005

  21. Outsourcing Help Desk Issues • Performance • What is the level now? • What is the level needed? • How much is from the morale (dead end) perceptions? • Staffing • Is turnover a problem now? • Is finding skilled staff a problem? • Is burnout a problem? • Is staffing for peaks and valleys a problem? Lecture 7 Oct 24 2005

  22. Outsourcing Help Desk Issues • Culture • Does culture support customer hand holding? • Does culture support the “lean and mean” model with lower costs the primary goal? • Cost • Can multiple customers share cost? • Can organization upgrade staff without breaking the bank? Lecture 7 Oct 24 2005

  23. Training • End Users are interested in HOW to use the technology • IT Staff members are interested in HOW to use the technology and HOW to manipulate the technology to meet goals Lecture 7 Oct 24 2005

  24. Training – Determining Need • Potential trainees tell you • Customers tell you about their needs that your internal staff is not meeting • Anticipating skills needed before actually needing them Lecture 7 Oct 24 2005

  25. Training Risks • Rationales presented to avoid training current staff • Risk #1 – employee takes training and then leaves firm • Most leave firm because of boss, not from training\ • Be honest and discuss with potential trainees • No magic answer – • Contract can be last resort • Risk #2 – employee forgets the training • Managers must time skills training close to skills use Lecture 7 Oct 24 2005

  26. Training and the Total Cost of Ownership Lecture 7 Oct 24 2005

  27. Training Impacts on TCO & Productivity • Some increase TCO and decrease productivity • New s/w with same level of functionality • Providing effective training • Training at the wrong time • Limited user knowledge • Some increase TCO and increase productivity • Process related rather than application specific • Additional functionality • Migration / Rollout with more functionality Lecture 7 Oct 24 2005

  28. Training Impacts on TCO & Productivity • Some decrease TCO and increase productivity • FAQs from help desk • Training new users • Retraining existing users on functionality that they may have fogotten Lecture 7 Oct 24 2005

  29. Training Types • Dedicated training centers:e.g. vendor certification programs • Advantages • Good for small firms • No workplace distractions • Morale builder • Student interaction • Disadvantages • Higher costs • Student is offsite Lecture 7 Oct 24 2005

  30. Training Types • In-house training centers:e.g. business applications, personal productivity applications • Advantages • Can hire instructors on an as-needed basis • Lower costs than dedicated on a per trainee basis • Customized training programs • Frequency of offerings tailored to firm’s needs • Disadvantages • Students must attend when course in offered • Higher fixed costs • Higher coordination costs Lecture 7 Oct 24 2005

  31. Training Types • Internet Hosted Classes (web-based training) • Advantages • Self-paced – easier to fit schedule • Modest cost • Disadvantages • Difficult to get questions answered Lecture 7 Oct 24 2005

  32. Training Types • Computer-Based Training (CBTs): e.g. hardware / software productsAdvantages • Self-paced – easier to fit schedule • Modest cost • Disadvantages • Simulators need their own network – never production • Difficult to get questions answered Lecture 7 Oct 24 2005

  33. Training Types • Distance Learning (web based) for IT staff • Advantages • Self-paced – easier to fit schedule • Questions can be answered • Some interaction with other students • Disadvantages • Higher costs • Finding good fit between needs and offerings Lecture 7 Oct 24 2005

  34. Service Level Agreement • Use with CMIC (Customer Mgt Info Ctr.) • Clarifies escalation • Clarifies problem severity policies • Who does what • Reasonable resolution time frames • Can emphasize standards in force • Use with training • Clarifies end user training availability • Clarifies end user support services Lecture 7 Oct 24 2005

  35. Term Project: SLA or RFP • Due week 11 • Request for Proposal is a team project • Service Level Agreement is an individual project http://facweb.cs.depaul.edu/nsutcliffe/483-00Currwork/483asgn3choice.htm Lecture 7 Oct 24 2005

  36. Quiz next week • Will cover material from weeks 5-7 lectures and readings. • DL will find their homework assignment on COL – will be due at time of next week’s lecture Lecture 7 Oct 24 2005

  37. Next Week • http://facweb.cs.depaul.edu/nsutcliffe/483-00Currwork/LinksWeekly.htm#8 Lecture 7 Oct 24 2005

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