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Collaborating Outsourcing of the IT Help Desk

Collaborating Outsourcing of the IT Help Desk. Mary Covington – Arizona State University Cindy Dooling – Pima Community College Russ Seiter – PerceptIS Ed Tola – PerceptIS April 6, 2008. About ASU and Pima. About PerceptIS. Key Services:

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Collaborating Outsourcing of the IT Help Desk

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  1. Collaborating Outsourcing of the IT Help Desk Mary Covington – Arizona State University Cindy Dooling – Pima Community College Russ Seiter – PerceptIS Ed Tola – PerceptIS April 6, 2008

  2. About ASU and Pima

  3. About PerceptIS • Key Services: • 24x7x365 Service Center and Helpdesk (Cleveland and Phoenix) • Desk Side Support • IT Infrastructure Managed Services • Started out of Case Western Reserve University – Cleveland, Ohio • Supports over 800,000 end users • Focus is Higher Education • LMS(Bb, WebCT Vista, WebCT CE, Sakai, Homegrown, Moodle) • ERP (People Soft, Banner)

  4. Key Motivators • ASU • Create raving fans • Centralize Support - 24/7 • Drive end-to-end service management • Metrics driven management • Knowledge / Change management • Pima • Portal implementation • Student email implementation • Limited Resources • Ability to provide round the clock support

  5. Final Solution

  6. Getting There • Assessment • What is working? What is not? • Implementation • Knowledge gathering • Technical considerations • Go-live • Pilot testing • Communication to students, faculty, staff • On-going support • Metrics • Communication between PerceptIS and the University

  7. Lessons Learned • Lesson 1 • Transfer of knowledge • Training • Institutional knowledge • Lesson 2 • Implementation stage throughout the course of a semester • Lesson 3 • Don’t implement while there is a major system update at same time (PeopleSoft) • Lesson 4 • Strategic plan to onboard other departments and functions

  8. Thinking of Outsourcing? • Suggestion’s • Total assessment • Proper amount of time to implement solution • Communicate the new change to Tier 2 and other support groups • Need to have a constant dialog with your partner to foster continuous improvement

  9. Questions? • Q&A

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