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Leveraging the GJXDM Help Desk & IEPD Clearinghouse. Ashwini Jarral Project Manager IJIS Institute. September, 7 th 2006. Agenda. Project Goals Partners and their roles Project Timelines Help Desk Infrastructure Knowledge Database Operations Services Support Process - PowerPoint PPT Presentation
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Leveraging the GJXDM Help Desk &
IEPD Clearinghouse
Ashwini Jarral Project ManagerIJIS Institute
September, 7th 2006
Agenda
Project GoalsPartners and their rolesProject TimelinesHelp Desk InfrastructureKnowledge DatabaseOperationsServicesSupport ProcessIEPD Clearinghouse
Project Goals
State of the industry technical services and support operations
A Searchable Knowledge Database Available to Individuals via the Internet
Clearinghouse ServicesHelp Desk That Provides Support to
Inquiries Submitted Via the Internet or Received via a Telephone Call (Tier 1 Support) & Escalate to Domain and Technical experts (Tier 2)
Support Partners and their Role
National Center for State Courts (NCSC)– Provide tier 2 support for Domain
related inquiries SEARCH
– Provide tier 2 support for Domain related inquiries
Project Timeline
Project Started – November 2004
Beta Live (Open to limited users)– August 1, 2005
Go Live (Open to public)– September 1, 2005
Help Desk Infrastructure
Help Desk work management application (i.e. ticketing system)
Knowledgebase applicationIEPD ClearinghouseAutomated Call Distribution (ACD) systemPhone numbers (i.e. toll free and local
number)Email addressSupport Staff
Knowledge database
Knowledge database is developed based on information in:– GJXDM Listserv– Available websites and whitepapers– GJXDM Bugzilla entries– Past projects experience and
documentation– Training material
Knowledgebase Categories
General/Organization
Technical Questions Glossary
Topics
Getting Started
Knowledgebase Categories (contd.)
General/Organizational– About GJXDM– Organizations involved– Areas of responsibility
Technical Questions – Implementation Issues – Versions and Upgrades– How Do I... – Tools and Techniques– Model Structure
Knowledgebase Categories (contd.)
Getting Started
– XML and XML Schema Resources– Starter Kits– Pre-requisites
Glossary – Commonly used abbreviations
Operations Primary Hours of Operations
– 9:00 AM - 8:00 PM (Eastern Standard Time)- Monday through Friday
– Excluding US Public Holidays Contacting Help Desk
– Telephone• 1-877-333-5111• 703-726-1919
– Email• [email protected]
– Web• http://it.ojp.gov/gjxdm/helpdesk
Services
The Global Justice XML Data Model (GJXDM) help desk will assist users in finding answers to their technical questions regarding the content, principles and best practices for using the GJXDM
Self Service KnowledgebaseSelf Service IEPD Clearinghouse
Support ProcessSupport Process
GJX
DM
Hel
p D
esk
(Lev
el 1
)
GJX
DM
Hel
p D
esk
(Lev
el 1
)
Dom
ain
&
Tec
hnic
al
Issu
es (
Leve
l 2)
Dom
ain
&
Tec
hnic
al
Issu
es (
Leve
l 2)
Ref
erra
lsR
efer
rals
Use
rU
ser
User Knowledge Management System
Researches
Call Help Desk
KMS ResultIs the result satisfactory
Help Desk Staff
Create TicketResearch and Troubleshoot
Able to resolve
Create ticket
Domain Experts(Courts, Law
Enforcement etc.)Technical Experts
No
No
Implement
Yes
No, Need Domain Specific Expertise
No, Need Technical Expertise
Yes
Governance TrainingTechnical
Assistance
No, Other Areas
Technology Assistance
IEPD Clearinghouse
What is an IEPD?
An IEPD is a collection of developer-originated artifacts that promote reuse and enable wider adoption of global justice standards.
These artifacts include data exchange and domain models as well as GJXDM-compliant data maps and XML schemas.
What is an IEPD Clearinghouse?
Web site that provides information on planned, active, and completed GJXDM Information Exchange Documentation activities.
Government and industry organizations can use the website to identify opportunities for IEPD reuse and joint development.
Benefits and Features
Enables search for information about planned, developed, or implemented IEPDs
Allows organizations to share IEPD information
Provides links to real-world, reusable IEPD artifacts
Accelerates the design & development processes
Promotes utilizing the Global Justice XML Data Model (GJXDM)
IEPD Clearinghouse access
http://it.ojp.gov/iepd/