Embed Size (px)
Citation preview
InformationTechnologyServices
Effective Tools to Manage a Diverse IT Department
March 12, 2007
Copyright Roberta Ambur, Jeff Chatham, and Cheryl Tiahrt, 2007. This work is the intellectual property of The University of South Dakota. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying of this is by permission of The University of South Dakota. To disseminate otherwise or to republish requires written permission from the The University.
2
3
AgendaAgenda
• The University of South Dakota
• Call Handling Process
• Project Management
• Time Management
• Infrastructure Monitoring
• Dashboard
USD FactsUSD Facts
4
• Enrollment - 8,746– Law School - 235– Med School – 205
• Total Number of Degrees Awarded 1,773
• Total Fulltime Faculty/Staff 1,525
• University Budget $134 million
• ITS Fulltime Employees 50
5
Organizational Chart - ITSOrganizational Chart - ITSRoberta Ambur
Vice President for Information Technology
David LyonManager
Information Services
Cheryl TiahrtManager
Technology Services
Deb JorgensenProgram Assistant
Jeff ChathamIT Architect
Steve WeidnerSecurity OfficerNetwork Team
Kyle GruhnServer Team
Nathan DevriesLabs/Classrooms
Rodney BernstrauchDesktop Team
Teresa SchlupHelpdesk
Don TicknorIT Architect
John FlackWeb Development
Kent AndersonInformation Systems
Elaine JohnsonData Services
Med SchoolSioux Falls
6
Weekly Dashboard
Call Handling ProcessCall Handling Process
7
8
Call Handling - HEATCall Handling - HEAT
Report ManagerReport Manager
9
10
Dashboard Highlights Dashboard Highlights
4-Point Scale
11
Dashboard Highlights Dashboard Highlights
Weekly Call Volume 1/15/2007 1/22/2007 1/29/2007 2/5/2007 2/12/20071/21/2007 1/28/2007 2/4/2007 2/11/2007 2/18/2007
Start 202 369 280 256 228Received 920 889 559 540 527Closed 753 978 583 568 520End 369 280 256 228 235
Last Year 1/16/2006 1/23/2006 1/30/2006 2/6/2006 2/13/20061/22/2006 1/29/2006 2/5/2006 2/12/2006 2/19/2006
Start 159 268 199 158 169Received 946 808 543 551 522Closed 837 877 583 540 531End 268 199 159 169 160
12
Dashboard HighlightsDashboard Highlights
13
Call Detail - 15-30 Days Call Detail - 15-30 Days
14
Call Detail – Acknowledge/Resolve Call Detail – Acknowledge/Resolve
# % # % # % # %2006 27,245 72.95% 8,587 22.99% 1,035 2.77% 357 0.96% 37,346 100.00%2005 16,734 66.25% 6,518 25.81% 1,221 4.83% 595 2.36% 25,258 100.00%2004 7,286 47.63% 5,189 33.92% 1,172 7.66% 1,577 10.31% 15,296 100.00%
# % # % # % # %2006 21,975 58.84% 10,309 27.60% 3,223 8.63% 1,842 4.93% 37,349 100.00%2005 13,825 54.73% 7,699 30.48% 2,300 9.11% 1,435 5.68% 25,259 100.00%2004 6,667 43.16% 4,778 30.93% 1,789 11.58% 2,212 14.32% 15,446 100.00%
Total Sum of #
Total Sum of %
Acknowledge Times
< 1 Hour < 1 Day < 2 Days > 2 Days
<= 5 Days > 5 Days Total Sum of #
Total Sum of %
24% increase < 1 Hr.96% of calls < 1 Day
85% Resolved < 3 Days15% increase < 1 Day
< 1 Day < 3 Days
Resolved Assignment Duration
15
Project Management ProcessProject Management Process
• Project Estimate Request
• Project Initiation Request
• Project Plan – Task Map & Timeline
• Execute & Evaluate
16
Project Estimate Request (PER)Project Estimate Request (PER)
17
Project Initiation Request (PIR)Project Initiation Request (PIR)
18
Project Plan = Task Map, TimelineProject Plan = Task Map, TimelineProject Name: Date: 9/11/06
Project Task Assigned To TeamApprovaltype "a"
PlannedStart
PlannedFinish
PlannedWork (Hrs)
Actual work (Hours)
Actual duration (Days)
1 Kick-off meeting Kent/Randy/Willard IS/Server a 8/28/2006 8/28/2006 32 Security Review Kent/Joe B/Don/Randy IS/server/Security a 8/29/2006 9/8/2006 43 Hardware Review Kent/Randy/Kyle IS/Server a 8/29/2006 9/8/2006 34 Administrator deliver documents to Pave Systems Administrator Customer a 9/19/2006 10/6/20065 Administrator populate validation tables in model system Administrator Customer a 9/19/2006 10/6/20066 Configuration Pave Systems Pave a 9/19/2006 10/6/20067 Interface investigation Kent IS a 9/11/2006 10/6/20068 Receive file specifications for interface and review Kent IS a 9/11/2006 9/15/2006 19 Create download paragraphs Willard IS a 9/11/2006 10/6/2006 45
10 Assist Willard as necessary with paragraph creation Kent IS a 9/11/2006 10/6/2006 411 Verify data being pulled from Colleague Willard IS a 10/9/2006 10/13/2006 212 Test data pass-through to Judicial Action Willard IS a 10/16/2006 10/30/2006 213 Review interface documentation with Willard Kent IS a 10/2/2006 10/30/2006 214 Define test plans Kent IS a 9/25/2006 10/30/2006 215 Verify data with customer Willard IS a 10/19/2006 10/30/2006 216 Define documentation requirements Kent IS a 10/9/2006 10/30/2006 117 Create SOP and manuals Willard IS a 10/16/2006 12/31/2006 518 Review SOP and manuals Kent IS a 11/16/2006 12/31/2006 219 Build update process based on new requirements Willard/Kent IS 10/22/2006 12/31/2006 2520 New update process testing Willard/Kent IS 10/22/2006 12/31/2006 521 Software Install Randy/Pave Server/Pave a 11/6/2006 11/6/2006 622 Database installation Randy/Pave Server/Pave a 11/6/2006 11/6/200623 Website installation Randy/Pave Server/Pave a 11/6/2006 11/6/200624 DLL Installation Randy/Pave Server/Pave a 11/6/2006 11/6/200625 Outgoing email set up Randy/Pave Server/Pave a 11/6/2006 11/6/200626 Documents tested Randy/Pave Server/Pave a 11/6/2006 11/6/200627 Upload feature tested Randy/Pave Server/Pave a 11/6/2006 11/6/200628 URL assigned to web site Randy/Pave Server/Pave a 11/6/2006 11/6/200629 Website tested. Randy/Pave Server/Pave a 11/6/2006 11/6/200630 User Training Pave Systems Users a 11/13/2006 11/13/200631 Project team meetings All All a 8/28/2006 11/13/2006 1232 Project management tasks - PMM, oversight, eval Kent IS a 8/28/2005 11/13/2006 1033 Documentation and Post-Implementation tasks All All a 11/13/2006 12/31/2006 43435 Dates contingent on contract signing
TOTAL HOURS 140
Judicial Software
19
Project EvaluationProject Evaluation
20
Project Detail - HEATProject Detail - HEAT
21
Journyx Projects - 1/31/2006 PM Est Rev Hrs Actual % Comp. Status Start Date Finish Rev. Finish1 Active Directory Gruhn 235.00 144.50 61.49% Done 4/1/2005 6/29/2005 3/1/20062 Adjust CFM connectivity Brayer 100.00 58.75 58.75% On 4/1/2005 8/15/2005 3/1/20063 Administrative privileges review - Datatel Anderson 65.00 55.58 85.51% Done 7/1/2005 12/30/2005 1/5/20064 Animal Husbandry Ticknor 40.00 7.75 19.38% On 12/19/2005 5/19/20065 Automate equipment checkout process McCune 106.00 54.58 51.49% On 4/1/2005 12/30/2005 3/15/20066 Automated Staff Email List Update Ticknor 275.00 254.67 92.61% Done 6/29/2005 8/19/2005 1/31/20067 BRB domain replacement Gruhn 80.00 71.75 89.69% Done 4/1/2005 10/15/2005 1/6/20068 Cisco Clean Access Brayer 60.00 45.75 76.25% On 12/5/2005 1/31/2006 3/31/20069 Consolidate file servers Gruhn 650.00 586.42 90.22% Done 4/1/2005 8/19/2005 2/1/2006
10 Curriculum Vitae tracking system - Ed School Ticknor 165.00 650.00 571.33 87.90% On 4/1/2005 7/5/2005 4/30/200611 Datatel Access Lyon 300.00 3.00 1.00% On 2/1/2006 5/31/200612 Diversify Enterprise Services - Move Home directories Collette 200.00 12.75 6.38% Hold 4/1/2005 12/31/2005 6/1/200613 Document Imaging Upgrade Anderson 210.00 80.92 38.53% On 6/1/2005 10/30/2005 2/28/200614 Document ITS processes Chatham 95.00 20.25 21.32% On 4/1/2005 12/30/2005 4/1/200715 Document Smart and DDN classroom SOPs McCune 20.00 7.25 36.25% Done 4/1/2005 12/31/2005 1/15/200616 FacMan work order system Anderson 375.00 314.67 83.91% On 4/1/2005 7/29/2005 3/14/200617 Faculty/Staff Email - Exchange Bernstrauch 684.00 49.75 7.27% On 11/14/2005 4/15/200518 FY07 Computing Brochure Schlup 370.00 28.25 7.64% On 12/16/2005 4/15/200619 Hardware-Software dependencies diagram Ticknor 150.00 0.00 0.00% On 4/1/2005 12/30/2005 6/30/200620 HR FIS Implementation Anderson 4100.00 1206.58 29.43% On 3/1/2005 6/1/200721 LDAP Interface Enhancement Ticknor 200.00 0.00 0.00% On 1/17/2006 4/30/200622 LDAP Tracking Groups Ticknor 300.00 0.00 0.00% On 2/1/2006 7/30/200623 LDAP/Exchange Interface Flack 75.00 81.25 108.33% Done 12/1/2005 1/15/2006 1/15/200624 Master Calendar Updates Mosterd 140.00 110.50 78.93% 12/30/2005 2/28/200625 Network Assessment Tiahrt 96.00 66.75 69.53% On 8/15/2005 11/15/2005 3/10/200626 New SQL server implementation Gruhn 240.00 51.42 21.43% On 4/1/2005 12/30/2005 6/1/200627 Nursing infrastructure upgrade - Vermillion Weidner 190.00 0.00 0.00% On 9/1/2005 7/1/200628 Online credit card applications Lyon 150.00 38.75 25.83% Behind 4/1/2005 9/30/2005 3/15/200629 Online Grad School Application Flack 240.00 19.75 8.23% On 1/9/2006 3/31/200630 Safari Long Names Anderson 40.00 15.00 37.50% On 10/24/2005 12/1/2005 2/15/200631 Scanner replacement - Scantron Ticknor 200.00 137.17 68.59% On 4/1/2005 12/30/2005 3/31/200632 Server Virtualization Collette 280.00 14.25 5.09% On 12/15/2005 6/30/200633 Sioux Falls Machine Room Remodel Brayer 148.00 0.50 0.34% On 12/13/2005 6/30/200634 SOM Conversion Haiar 250.00 4.75 1.90% On 9/1/2005 6/1/200635 Systems Architecture Diagram - Level II Ticknor 255.00 125.00 105.50 41.37% Done 4/1/2005 12/30/2005 1/31/200636 USD Portal Phase One Flack 1275.00 79.50 6.24% On 9/1/2005 9/1/200637 Web Forms Builder Flack 80.00 47.75 59.69% Done 11/30/2005 12/20/200538 Web server upgrade Flack 50.00 41.17 82.34% Hold 4/1/2005 7/15/2005 6/1/200639 Wegner Web Security Flack 150.00 9.75 6.50% On 12/28/2005 3/31/2006
Monthly Project ListMonthly Project List
22
Time Management - JournyxTime Management - Journyx
23
Time Management - ReportingTime Management - Reporting
24
Infrastructure MonitoringInfrastructure Monitoring
Customer SatisfactionCustomer Satisfaction
25
6. Please rate the competence of the support technician who helped you.
(Not Answered) 25 2.26% 16 1.41%
Excellent 912 82.31% 983 86.46%
Satisfactory 119 10.74% 105 9.23%
Unsatisfactory 52 4.69% 33 2.90%
Total Responses 1108 100% 1137 100%
7. How would you rate your overall Help Desk experience?
(Not Answered) 9 0.81% 12 1.06%
Excellent 844 76.17% 915 80.47%
Satisfactory 185 16.70% 151 13.28%
Unsatisfactory 70 6.32% 59 5.19%
Total Responses 1108 100% 1137 100%
Faculty/StaffFaculty/StaffCustomerCustomer
SatisfactionSatisfaction
26
1. How often did you require assistance last year?2. How long was our response time?3. How was the quality of service?4. What technology do you use the most?5. What suggestions for new technology/improved
services?
Dashboard DesignDashboard Design
27
Skills - Time
Application Database Report Present
Measure Measure Measure
•HEAT•LabStats•Journyx•SolarWind•eListen
•SQL •Report Mgr•Application•Excel
•XCelsius
$$$
Process
28
Weekly Dashboard
