UCD IT Services

1
UCD IT Services
2

• The Introduction of Distributed Support Services
  by
• UCD IT Services
• IUISC March 8th 2007

Presented today by Ciara Acton, Head of IT
Service. Caroline Hackman, Team Leader.
3
UCD IT Services

• UCD IT Services support Academic Administrative
  Systems, Research IT, Teaching Learning
  Technologies and web services and provides
  services and infrastructure for academic staff
  and students in the University.

4
Customer Services Team
Who are we? Within UCD IT Services, the Customer
Services Team provides all customer support for
staff and students.
5
Distributed Support

• Why did we go this route?
• Historically, technology had been primarily
  managed and maintained centrally. Problems with
  duration of support calls emerged
• We saw the trend moving towards placing
  resources, required to manage technology,
  locally. Distributed use of technology requires
  distributed support and the best support users
  can access and want to access is the closest,
  quickest and most convenient kind
• With this in mind UCD IT Services have been
  rolling out a new level of support Distributed
  Support through our ITCentres model

6
Distributed Support

• What is it?
• Rather than just calling us on the phone staff
  and students can drop in and receive face to face
  and often immediate support in an IT Centre
• In the ITCentres we track, analyze and solve
  support calls from key locations or zones. We are
  then in turn using this information to build on
  Customer Relationship Management within these
  areas.
• The result of the new model we believe is the
  provision of a one-stop shop for all IT Services
  support issues.

7

• How?
• Presented to University management
• Approved and funded
• Locations selected based on real estate available
  and new buildings coming on line.

8
Distributed Centre ITCentre

• What happens there?
• Full support for students and student open access
  labs from the dedicated ITCentre within the zone
  or location.
• Full staff desk-side support is provided from the
  ITCentre for the zone.
• All phone calls are still fielded through our
  central Helpdesk, but calls are assigned to an
  ITCentre and appointments for customers are
  managed locally.
• ITCentres provides face to face enhanced
  computing support to customers where fully
  trained staff provide help and advice on a
  variety of IT issues.

9
ITCentres

• Currently
• There are three ITCentres at UCD.
• The physical setup of each is exactly the same
  with a support desk, advisory area and laptop
  benching.
• The services provided are mirrored in each of the
  3 locations.

10
Standard Service

• The standard support services offered in each
  are

11
ITCentre Daedalus Building
12
ITCentre Daedalus - Zone
13
ITCentre Newman Building

• Opened in August 2005, Newman was the first
  ITCentre to cater for students and staff from the
  time it opened. It is a small centre catering for
  12 laptop spaces.

14
ITCentre Newman - Zone
15
ITCentre Health Sciences

• Opened in September 2006, this ITCentre
  caters 12 laptop users.

16
ITCentre Health Sciences Zone
17
Resourcing

• In order to distribute our service, additional
  resourcing was required. Our existing staff
  numbers would not be able to cover the service we
  envisaged.
• After a pilot phase in 2005, UCD IT Services
  underwent a tender process for the supply of a
  managed service option to resource the new
  Distributed Support concept.
• Each ITCentre is manned by 2 4 managed service
  staff and operationally supervised by 2 UCD IT
  Services staff.

18
Top 5 calls
19
What we have learned.

• The introduction of the ITCentres has been very
  positive.
• Try and separate the laptop area from the support
  desk so that the laptop area can remain open
  after we have gone home
• Customer calls and appointments must be made
  locally.
• Location is everything. If customers cant find
  you, you cant help them.
• When Buildings tell you a date for completion

- add another 8 weeks
20
Annual call comparisons
21
Moving forward

• By September 2007
• We will have opened 2 additional ITCentres.
• One of which will be moving slightly away from
  the model to cater for Administrative staff only.
• After September
• Implement desktop remote control
• Technology Screens
• Video Support

22
UCD IT Services
Q A
23
Contact us

• If you wish to contact us regarding any points
  raised in this presentation, please feel free to
  contact a member of the Customer Services
  management team.
• Ciara Acton, Head of IT Service
  Ciara.Acton_at_ucd.ie
• Caroline Hackman, Team Leader Caroline.Hackman_at_uc
  d.ie
• Marta Borelli, Team Leader Marta_at_ucd.ie