eiNetwork 2009 Help Desk Plan Presentation to Libraries -Transition Discussion

1. eiNetwork 2009 Help Desk PlanPresentation to Libraries -Transition Discussion • Background and Rationale • Vendor Selection Process • Help Desk Area • Network Administration Area • PC Security Administration Area • Who is Questeq? • How Will the new Help Desk Work? • Transition Process Presentation to Libraries Transition Discussion

2. Background and Rationale • Goals for making these changes are to focus eiNetwork expert staff on: • Specialized, core applications (ILS, Cybraryn). • New technologies and new ways of doing business. • Opportunity to gain efficiencies in administration of Help Desk function. • eiNetwork began examining the Help Desk service potential early in 2008. • In October, Corporate members directed the process to move forward. Presentation to Libraries Transition Discussion

3. Vendor Selection Process Regular status updates provided to Technology Group, Steering Committee, LAC, and eiN Board throughout the process. Presentation to Libraries Transition Discussion

4. Recommendation to eiN BoardFebruary 2009 • Vendor recommendation accepted: Questeq • Service areas include: • Help Desk Standard Functions. • Network Administration Basic Service. • PC Security Administration Basic Service. • The proposed change is “cost neutral” to eiN. • One year contract with renewal option. • eiN staff changes have been anticipated and planned. • Transition to occur in stages. Presentation to Libraries Transition Discussion

5. Help Desk Area • Outsourced work: • Warranty hardware • Network outage • Software problems to vendor • Locked records • Move, add, change • Reboot, reset, replace • In-house work • Complex ILS/Cybraryn work • New site plan/setup • Increased agility to handle new work Presentation to Libraries Transition Discussion

6. PC Security Administration Area • Basic services are outsourced: • Push regular updates for OS security, anti-virus, Office, browser, plug-ins • Manage PC image(s) • Track inventory • eiN staff reallocated to budgeted or new initiatives: • Site imaging • Zero touch management • OS streaming • Model flexibility (e.g., MACs) • Cybraryn replacement Note: This reallocation of staff is consistent with recommendations in the Technology Assessment Report. Presentation to Libraries Transition Discussion

7. Network Administration Area • Basic services are outsourced: • Monitor up/down • Onsite replace/install • Configuration management • eiN staff reallocated to budgeted or new initiatives: • Server “cloud” • Edge equipment replacement strategy • VoIP • “Redbox” • Other new network services Note: This reallocation of staff is consistent with recommendations in the Technology Assessment Report. Presentation to Libraries Transition Discussion

8. Who is Questeq? Presentation to Libraries Transition Discussion

10. About Us • More than 25 years in business • 48 employees • Privately owned United States company • Corporate office - Moon Township • Customer base – local and national • Roots in serving K-12 education

11. Our Customers Azur Enterprises Dialysis Clinic Teredesai, McCann & Associates Supportive Services Beaver County Rehabilitation Center Butler County Childrens Center City of Beaver Falls First Merit Settlement Services Lark Enterprises Lilly Optometric Moon School District McCarter Transit Michael Kusturiss, Attorney Nichols and Slagle North Hills SD Pittsburgh Public Schools Cleveland Municipal School District Allegheny Intermediate Unit Beaver County Intermediate Unit West Allegheny School District Cornell School District Riverside School District Elizabeth Forward School District Franklin Regional School District Peters Township School District Blackhawk School District Center Area School District Big Beaver Falls School District Steel Center AVTS Bensalem School District Franklin Regional School District Western Area CTC

13. Our Help Desk Services • Client Relationship Manager: Rick Letterman • Six Help Desk staff members dedicated to eiNetwork • Additional staff will be trained for overflow support • New Help Desk tracking system: Big Web Apps • Web-based, email-driven • Focus to improve customer communication

14. Sample of an E-mail after a Ticket has been submitted

15. You will receive an e-mail update every time one of following actions is taken against a ticket: • A new ticket is created • A ticket is closed. • A ticket is reopened. • Information requests from assigned technicians.

16. You can reply to the e-mail and your message will be put into the original ticket

17. Once your ticket has been resolved a technician will close your ticket and you will receive an e-mail notification like the one below will be sent

18. Transition Planning • How will I contact the Help Desk? • Phone number will not change. • New Help Desk system is web-based and email driven. • How will my interaction with the Help Desk change? • Initially, most of eiNetwork’s existing processes will be adopted by Questeq. • Libraries can easily open tickets through the web, and will have much more information about status. • Using the new Help Desk system and email will improve efficiency in getting your problem or request addressed. • What is the communication plan? • Inform Libraries via email. • Meet with Technology Council and Steering Committee to discuss transition. • Meet the vendor and discuss transition at the April User’s Group. • Meet with various CLP groups. • Provide regular email updates to einlibs. • Provide documentation about Help Desk system and updates at member.einetwork.net • What is the timeline? • PC Security Administration area is well underway. Questeq sent the March updates. • Help Desk phone transition will occur mid-April. The eiNetwork will provide overlapping services for an initial period. • Transition for Network Administration area will begin in late March. Presentation to Libraries Transition Discussion