Deakin University

David Schwarz

Technical Services manager

Operational Services Provision Group

Overview

> Young University> Charter to provide degrees to distance

learning students> Strongly centralised> Bowerbird culture when it comes to

Technology.

Stats

> 4 Campus’s, > 1 urban, Burwood – East Melbourne > 2 major regional town, Geelong> 1 minor regional town. Warnambool> 35,000 students> 2700 staff> 3 Trimesters a year (talk about this later)

ITSD

> Centralised model of delivery> 218 staff (not all full time)> Use ITIL/Prince> SOE/MOE since 2001> In house Service desk since 2004

Outsourced to Fujitsu in 1996

Service Desk service offering

> Open 7am to Midnight weekdays> Open 8am to 8pm weekends> Handles 7000 – 15000 calls month> ~65% resolved on first contact> Staff work 4 or 8 hour shifts.> 2 staff on 7am to 8:30 am and 5:30pm-

Midnight Use students in partnership with staff

Service Desk service offering

> Support Desktop SOE / hardware support Corporate applications AV first line support Computer lab support Off campus student support Network and P phone add/changes/deletes Account management – passwords if the automatic

page fails for some reason. Anything else people can call about

Service desktop – second line support

> Systems and network staff only> Mandatory> Oncall

7am – 8:30am and 5:30 – Midnight 8am-8pm weekends. 56 hours / week

> Only covers student facing systems and infrastructure.

> Other systems can have second line support on a cost recovery basis.

Service desktop – second line support remuneration

> 20% of hourly rate for every hour on call Works out to extra 11.2 hours pay per week ~$300 for a full week.

> Track these costs in a separate budget code> + overtime rate if called

1 hour if off site minimum 3 hours if called in

> 10 hour break or if called back to work double time until 10 hour break occurs.

Planned maintance

> Servers patched twice a year Only exception are faults and security patches

> Workstations patched monthly Software releases weekly

> Applications patched in releases Releases every four weeks QA release to QA servers every other cycle Outage window in conjunction with customer Only exception is emergency changes

Support tools

> Nagios Monitors 1200 network devices Monitors 10352 items Automatically alerts SD on failures or potential

failures Automatically SMSs management 15 minutes later

• If SD Acknowledge within 15minutes no SMS

Support tools

> Work instruction tool Built in 1 week Now holds 2000 fully documented work

instructions Demo