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Go Live Support ApproachSpeaker First-Link Go-Live
Go-Live: August 24, 2015
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The ctcLink Support Team is made up of the groups below:
• PMO
• On Site Support
• College Service Desks (Tier 1)
• ERP Service Desk (Tier 2)
• Command Centers (Olympia, TCC, CCS)
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PMO are ctcLink Project and FLC College leaders who:
• Steer Go Live procedures
• Determine critical dates
• Review and evaluate metric data
• Make decisions
• Provide guidance for emergencies
Go-Live Support Team
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Command Centers
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Support Model
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• On Site support teams to report to their local command center when their shift begins
• They are the first point of contact for end user with ctcLink issues
• As needed, assist users as users process transactions
• If the issue can be resolved immediately:– Resolve the issue– Log issue and resolution at https://servicedesk.ctclink.us– Report out at daily meeting
• Log service desk tickets (encourage end users to log tickets)
On-Site Support Role (Boots on Ground)
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Cutover Day 1 Week 1-4 Month 1-2 Month 3 Month 4-6
ctcLink Team activity extends around the clock
Long periods of waiting followed by intense spurts of activity
Long hours, getting by on adrenalin as excitement builds
Project focused on critical issue resolution
On Site Support spend day on their feet showing people the system
Users heavily reliant on support (reference materials, floor walkers)
End user excitement in the morning may fade by midday
Long day due to issues and unfamiliarity
Project members often have sense of anticlimax
Processing still slow and issues regularly identified - employees and the project working closely together
Many incidents getting logged for user knowledge problems
On Site Support becomes more involved in issue resolution, not just immediate usage questions
Unexpected system issues decrease but continue until period close
Habits may form –including completing processes, process for getting assistance, and unapproved workarounds
On Site Support progressively move to mixed support / work mode
Support ownership transferred from project to ongoing support team (with project assistance)
Project team presence decreases rapidly
Majority of processes transacted so unexpected issues increasingly rare
Most users transacting comfortably to ctcLink
System progressing towards steady state
Understanding of reports and ability to interpret grows with increasing data in system - may change business metrics and practices
The Go Live Experience
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Tier 1 SupportLocal college help desks will handle “Tier 1” issues
• Connectivity
• Browsers
• Login issues
• Password resets
• Application-level security
• Campus-based printing
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ERP Service Desk (Tier 2 Support)• Additional and “Tier 2” ctcLink support for colleges
at: http://servicedesk.ctcLink.us
– Before go-live, see the help desk quick overview video located on the service desk homepage:
– Hours of operation: Staffed M-F, 7 am – 7 pm, but open to receive tickets 24/7
– Use your new ctcLink ID and password to access the SBCTC/ctcLink Service Desk
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Command Centers• Primary Go-Live Command Center in Olympia starting Aug.
24 (on 1st Floor with ERP Service Desk)
• College Command Centers at: Tacoma Community College, Spokane Community College, Spokane Falls Community College, Spokane District Office
• Command Centers open 7 am - 7 pm
• Open WebEx
• Daily debrief 8:00 am and 4:30 pm on WebEx
• Olympia to triage escalated issues and assign tasks as needed
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Local Command Centers
• Command Center to inform on-site support where they are to support end users
• Command Centers to collect, compile and report out metrics: identified issues, resolutions, and trending data
• Disseminate information to on site support team as needed
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Command Center Contact InfoOlympiaDennis Colgan
Maureen Avery
TacomaAndy Duckworth
Spokane CC
Spokane Falls CC
Spokane District
1300 Quince Street Olympia,
WABonanza Room
(1st floor)
6501 S. 19th Street
Tacoma, WA 98466
Room 16-222
1810 N. Greene Street Spokane,
WA 99217Building 15,
Student Services
3410 W. Fort George Wright Drive
Spokane, WA 99224Building 17, Student
Union, Lounge C
501 N. Riverpoint Blvd.
Spokane, WA 99202Room 204E
(360) 704-1830
Service desk URL - https://servicedesk.ctclink.us
Service desk email - [email protected]
(253) 460-2020
Support center software & access
(SolarWinds)
?IT Help Desk:[email protected](509) 533-4357
?IT Help Desk:[email protected](509) 533-4357
?
IT Help Desk:[email protected](509) 533-4357
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Emergency ProceduresIf a team member makes a determination there is a system-wide problem with the ctcLink system the following will occur:
• Contact JC/Jeff/Dennis/Maureen at Olympia Command Center to provide information of the issue: 360-704-1830
• Olympia Command Center:• Determines if it’s an emergency, plans response and crafts
communication (what happened, planned resolution, timing, etc.)• Contact the College PMs to provide the emergency message via
phone and/or open webex line• Posts emergency message on ALERT section of go-live web page• Contact the On-site support by phone and email regarding the issue
and provide situational updates in 15 minute increments until a determination of situation and final statement is released
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Crisis/Media Communications
• FirstLink PIOs will communicate to their campus community if something occurs during go-live and beyond that may affect their work or their ability to serve students.
• Olympia Command Center will provide talking points as needed.
• Media calls/visits: Please do not speak on behalf of the project or FLCs if approached by media. Refer them to the local command center media contact
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Resources
CONFIDENTIAL-FOR INTERNAL USE ONLY15
• On site support - On campus 7 am - 7 pm, Mon – Fri to work side-by-side with college SMEs and support go-live activities
• Contact sheet
• Tier 2 Service Desk: http://servicedesk.ctcLink.us
• Go-Live site MOBILE-ENABLED: http://GoctcLink.sbctc.edu
• Training Site (QRGs): https://training.ctclink.sbctc.edu/index.html
