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Leveraging the GJXDM Help Desk & IEPD Clearinghouse

Leveraging the GJXDM Help Desk & IEPD Clearinghouse. Ashwini Jarral Project Manager IJIS Institute . September, 7 th 2006. Agenda. Project Goals Partners and their roles Project Timelines Help Desk Infrastructure Knowledge Database Operations Services Support Process

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Leveraging the GJXDM Help Desk & IEPD Clearinghouse

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  1. Leveraging the GJXDM Help Desk & IEPD Clearinghouse Ashwini Jarral Project Manager IJIS Institute September, 7th 2006

  2. Agenda • Project Goals • Partners and their roles • Project Timelines • Help Desk Infrastructure • Knowledge Database • Operations • Services • Support Process • IEPD Clearinghouse

  3. Project Goals • State of the industry technical services and support operations • A Searchable Knowledge Database Available to Individuals via the Internet • Clearinghouse Services • Help Desk That Provides Support to Inquiries Submitted Via the Internet or Received via a Telephone Call (Tier 1 Support) & Escalate to Domain and Technical experts (Tier 2)

  4. Support Partners and their Role • National Center for State Courts (NCSC) • Provide tier 2 support for Domain related inquiries • SEARCH • Provide tier 2 support for Domain related inquiries

  5. Project Timeline • Project Started • November 2004 • Beta Live (Open to limited users) • August 1, 2005 • Go Live (Open to public) • September 1, 2005

  6. Help Desk Infrastructure • Help Desk work management application (i.e. ticketing system) • Knowledgebase application • IEPD Clearinghouse • Automated Call Distribution (ACD) system • Phone numbers (i.e. toll free and local number) • Email address • Support Staff

  7. Knowledge database • Knowledge database is developed based on information in: • GJXDM Listserv • Available websites and whitepapers • GJXDM Bugzilla entries • Past projects experience and documentation • Training material

  8. Knowledgebase Categories General/Organization Getting Started Topics Technical Questions Glossary

  9. Knowledgebase Categories (contd.) • General/Organizational • About GJXDM • Organizations involved • Areas of responsibility • Technical Questions • Implementation Issues • Versions and Upgrades • How Do I... • Tools and Techniques • Model Structure

  10. Knowledgebase Categories (contd.) • Getting Started • XML and XML Schema Resources • Starter Kits • Pre-requisites • Glossary • Commonly used abbreviations

  11. Operations • Primary Hours of Operations • 9:00 AM - 8:00 PM (Eastern Standard Time)- Monday through Friday • Excluding US Public Holidays • Contacting Help Desk • Telephone • 1-877-333-5111 • 703-726-1919 • Email • gjxdmhelp@ijis.org • Web • http://it.ojp.gov/gjxdm/helpdesk

  12. Services • The Global Justice XML Data Model (GJXDM) help desk will assist users in finding answers to their technical questions regarding the content, principles and best practices for using the GJXDM • Self Service Knowledgebase • Self Service IEPD Clearinghouse

  13. Support Process

  14. IEPD Clearinghouse

  15. What is an IEPD? • An IEPD is a collection of developer-originated artifacts that promote reuse and enable wider adoption of global justice standards. • These artifacts include data exchange and domain models as well as GJXDM-compliant data maps and XML schemas.

  16. What is an IEPD Clearinghouse? • Web site that provides information on planned, active, and completed GJXDM Information Exchange Documentation activities. • Government and industry organizations can use the website to identify opportunities for IEPD reuse and joint development.

  17. Benefits and Features • Enables search for information about planned, developed, or implemented IEPDs • Allows organizations to share IEPD information • Provides links to real-world, reusable IEPD artifacts • Accelerates the design & development processes • Promotes utilizing the Global Justice XML Data Model (GJXDM)

  18. IEPD Clearinghouse access http://it.ojp.gov/iepd/

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