The IT@Johns Hopkins Solutions Center

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6 Νοε 2013 (πριν από 3 χρόνια και 10 μήνες)

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LEARN @ LUNCH SESSI ON

NOVEMBER 28, 2012


The IT@Johns Hopkins
Solutions Center

Presenters:

Deb
Contrella

Cheryl Dennis

Linisha Ramsey

Kim Kelly

Jarmall McKeever

Dawn Kemp

Lisa Powell

Karin Davis


The IT@Johns Hopkins Solutions Center

IT@JH SOLUTION CENTER
-

Learn@Lunch Session 11/28/12

2

MAKING A DIFFERENCE.

WHO WE ARE….WHAT WE DO

Above excerpted from the 2012 IT@JH Annual Report, Nov. 2012

Solutions Center


About Us

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

COMPONENTS OF THE SOLUTIONS CENTER


Chuck Chassagne
-

Manager/
Brenda Stidham
-

QA

IT HELP DESK


Chuck Chassagne
-

Manager

TECHNICAL ASSISTANCE


Chuck Chassagne
-

Manager

OPERATOR SERVICES


Dawn Kemp
-

Manager

SERVICE MANAGEMENT


Lisa Powell
-

Manager

CUSTOMER SERVICE


Lisa Powell
-

Manager

TELECOM SERVICES


Karin Davis
-

Manager

CONTRACTS/

SOFTWARE/SR

DIRECTOR


Deborah Contrella

3

Solutions Center


Organization Chart

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

4

IT HELP DESK
-

Overview


First line support for a variety of clinical and other production applications


Uses the Hewlett Packard
-

Service Manager application for the ticketing system for 533
configuration items which are a composition of academic, clinical, enterprise, financial/
administrative, hardware, network, printer, software, telecom and miscellaneous items.


Supports end
-
users at The Johns Hopkins Hospital, Bayview Medical Center, Sibley
Memorial Hospital, Howard Count General Hospital, Suburban Hospital and 35 offsite
Johns Hopkins Community Physicians locations, SAIS and The Johns Hopkins
University.


Receives around 16,000 calls monthly and 192,000 annually.



Average 650+ calls a day and 100 emails / self
-
service ticketing.


Currently, we are working on the implementation of a Knowledge base system that
should enhance efficiency and effectiveness.


The Knowledge base will be like a Google search and will provide answers quickly based
on keywords.


Excellent customer service and active listening skills are two key points of being a
successful Helpdesk Agent at the I.T. Solutions Center.


IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

5

TECHNICAL ASSISTANCE
-
Overview

TECHNICAL ASSISTANCE
consists of a team of 4 Technical Support Analysts (technicians), a Year
-
Up intern
and a Technical Support Supervisor; who are located on the Homewood Campus in the basement of Garland Hall
room 01A. Hours of operation are Monday through Friday 8am until 4:30pm.


S
taff provides direct customer support for the faculty, staff and students for most of the Johns Hopkins
entities at the Technical Assistance Service Window. Most customers assisted at the Service window require
enhanced technical support. Technical Assistance is generally the first to encounter any new technology or
new operating systems, so learning the latest technology or operating systems is vital when providing the
support to the Johns Hopkins communities. The
S
ervice window
averages 200 walk
-
up customers monthly
.
Technical Assistance is also assigned incidents/problems from the IT Help Desk and assists faculty, students,
and Alumni via phone or email.


Mobile Computing Program

-

Is a recommended student laptop program offered through the Johns
Hopkins Technology Store as well as online which recommends specific Dell/Apple models. Technical
Assistance provides total hardware and software support as well as provides loaner laptops while the students’
laptops purchased through the Mobile Computing Program are in for repairs. This year the Technology Store
sold over 900 Apples
and about
60 Dell laptops
.
http://www.it.johnshopkins.edu/services/mobiledevices/mcp/


Apple Authorized Service Provider

-

Technical Assistance is an Apple Authorized Service Provider
(AASP) which means that our technicians are Apple Certified Macintosh Technicians and are able to offer
Apple Hardware support to all of the Johns Hopkins Faculty, Students and Staff. Technical Assistance
averages about
35 Apple hardware repairs monthly
.


Dell Certified



Technical Assistance Technicians are Dell Certified and are able to provide Dell hardware
support for all of the Johns Hopkins Faculty, Students and Staff. Technical Assistance averages about
10 Dell
hardware repairs monthly
.


IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

6

TECHNICAL ASSISTANCE
-
Overview


Non
-
MCP Support

-

P
rovides software support for students who did not purchase through the Mobile
Computing Program which consists of virus and spyware removal and will assist with reloading the OS if
necessary. Resolves about 50 software issues monthly.


Networking/Resnet

(Residential Networking)

-

A
ssists students with configuring their wireless, Resnet
or wired connections in their dorm room.


SWAT (Students With Advanced Technology)

-

Each fall semester the Technical Assistance team
collaboratively works alongside the Homewood Networking/Resnet team, to make sure each student is
successfully connected to Resnet, the Hopkins Wireless network and has Symantec Endpoint Protection
installed. This year there were 1350 freshmen accepted at JHU. During the month of September there were
almost 600 customers who were assisted at the Technical Assistance Service Window.


Outlook Live/Students and Alumni Email

-

C
ollaboratively works with Enterprise Messaging to provide
assistance for all Outlook Live Issues. Enterprise Messaging is in the process of moving all students/Alumni
over to the Outlook Live email system. 31,000 students are currently using Outlook Live and have accepted
the Terms of Service.


Mobile Device Support
-

P
rovides assistance for wireless connections and email configurations for students
on all mobile devices. Technical Assistance assists an average of 50 customers with Outlook Live, or
configuring email on their mobile device monthly.


Data Backup/Data Recovery/Anti
-
virus

-

E
ncourages students to continuously back up their data on
their laptop in the event there is a problem with their hard drive.
P
rovides data backup only in the event of
hardware related issue and provides no guarantee that data can be restored. It is a best effort basis.

Also
provides assistance with downloading Symantec Endpoint Protection.


Faculty/Staff and Disability Loaners

-

Collaborates with Disability Services to provide any IT services
necessary for Faculty or Students. Loaner laptops are maintained for Disability Services. An inventory of
Faculty and Staff loaners are also maintained at Technical Assistance.

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

Cont’d

7

OPERATOR SERVICES
-

Overview


The Telecom Service Center (Operator Services consists of a staff of 18 individuals who handle various
type of calls which include: general hospital questions for internal and external customers, paging on call
doctors after hours, serving as the answering service for several doctor’s offices after hours. We also
provide support with alarms and overhead paging when there is a hospital disaster or emergency.


Our Intellidesk system allows our operators to connect IPOP patients with their doctors immediately.


The Telecom Service Center strives to create an environment where we give extraordinary customer
service to our patients and their families, to our guests, visitors and employees.

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

DAILY

TSC Operator Calls: 2,973

TSC Answering Service Calls: 484

TSC Code Calls: 9

Total: 3,466



MONTHLY

TSC Operator Calls: 67,065

TSC Answering Service Calls: 14,654

TSC Code Calls: 437

Total: 82,156

YEARLY

TSC Operator Calls: 727,413

TSC Answering Service Calls: 167,810

TSC Code Calls: 4,366

Total: 899,589

8

SERVICE MANAGEMENT
-
Overview

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

Service Manager


Is the ticketing application used by the Help Desk for Incident Management as well as groups here in IT for
Change Control. We have recently upgraded the system to a version that provides a mobile solution for managing changes and
incidents as well as a better designed Knowledge Management module.

INCIDENT
MANAGEMENT

CHANGE
MANAGEMENT

PROBLEM
MANAGEMENT

KNOWLEDGE
MANAGEMENT

INCIDENTS LOGGED

CHANGE TYPES



Standard


Scheduled



Emergency


C
hanges
within
24 hours of entering into
SM


—Operational

Changes
that do
not impact any other
system
or
application.
Upcoming code
change will enable this.


Formerly known as P99
or Root Cause Tickets


In SM Problem was
configured in
too rigid
a
manner for
JH
workflow,
so
we recently modified
the code to better
accommodate our
customers.


Knowledge
Management is a new
module that offers the
ability to
create a
knowledgebase and
load documentation
that can be used by
the Help Desk and SM
customers.

9

SERVICE MANAGEMENT
-
Overview


Morning call


D
aily call weekdays at 8:30AM where we review the top 6 groups whose changes can impact the institution. Then the
other teams’ changes are reviewed. Open forum for discussion of changes with those that are knowledgeable about the change.


SM 9.30 Upgrade:


Mobility client


Will allow the management of incidents and changes from a Smart Phone.


Knowledge Management


ability to load knowledge documentation that can be used by SM customers


Has a tremendously powerful search engine that will pull knowledge up like a Google search.


Metrics support:


Metrics are provided monthly to all teams reflecting the number of incidents assigned to their teams, P1, 2, and 3s.


We can pull metrics on groups, Services, length of time from open to close, etc.


Consultation, Project
M
anagement


We can help a group with a myriad of tasks from what is the best solution for the budgeted
dollars with conferencing, to creating crisp, clear, concise documentation for new devices, to recommending solutions for IT
cha
llenges
with ticketing applications, etc.


Communications



We participate in conference bridges for P1 incidents. We have created a guide for managing P1s from the group
level up to catastrophic events.


Future
:


Self
-
service ticketing
is currently in the pilot phase with CTS. We are tweaking the form as we identify more efficient ways to
make the experience less onerous for the customer. Knowledge will be key in this effort as the customer will be able to look
at
a
Knowledge article to find answers to questions that do not need to go to the Help Desk with the goal of having more ‘break/fi
x’
issues going to teams instead of how
-
to’s etc.


Service
Catalog
-

In FY13 we will be implementing the HP Service Manager Service Catalog which will list all the goods and
services available to the customer to pick from in IT. The application will then create incidents for the teams to fill the r
equ
est. It is
the penultimate one stop shop for an IT customer.


IT@JH SOLUTION CENTER
-

Learn@Lunch Session 11/28/12

Cont’d

10

TELECOM/CUSTOMER SERVICES
-

Overview

MISSION STATEMENT:
Our mission is to ensure that faculty, staff, students, patients, and visitors have reliable and
convenient telecommunications services and equipment.

WHAT WE DO:
Provides Telecommunications
services for Johns Hopkins Medical Institutions and Johns Hopkins
University including support
for moves, additions and changes for new or existing telephone services.


In
addition, we provide support on
Telecom
repair
Incidents
to communicate with the users, validate issue reported,
verify service configurations (to include operational instructions/user guidance) to resolve the problem and request
installation technician dispatch if needed.


Manage
telecommunication facilities at East Baltimore, Bayview Medical Center, Homewood, Eastern, Mount
Washington, Keswick, Peabody and various locations in Maryland and Washington, D.C
.

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

TCS TEAM MEMBERS


Lisa Powell
-

Manager


Marlene Brammer


Emma DiBitonto


Robert Geldmacher (Call Center Specialist)


Will Rhodes


Isaac Sakala

SERVICES SUPPORTED


Voice Services (Avaya PBX and Centrex)


Telephones (Analog and Digital)


Auxiliary Lines (Fax, modems, alarms)


Student Residential Telephone Service


Call Center Services


Voicemail


eFax


SMS Voicemail to Email


EC500




A Telephone Service Request (TSR) is required to order new Telecom services or make changes to any existing services.
TSR forms are located at this website:
http://www.it.johnshopkins.edu/services/telecom/index.html


Telecom Customer Service can be reached on TN 443
-
287
-
4663/Option #2

11

CONTRACTS/SOFTWARE/SR
-
Overview

SLIC


(
http://it.johnshopkins.edu/services/software/slic
)
SLIC is the Software Licensing
Information Center. This is where you can find answers to most of your questions regarding Software
Licensing and/or SPARS such as new products, updates, etc. There’s also an extensive FAQ section
explaining everything from ‘what is a license’ to ‘what is the difference between Work at Home and
departmental use’




Software Licensing strives to offer software that can be used by a vast majority of faculty and staff.
With having one centralized department for Enterprise Licensing, we are usually able to negotiate
larger volume discounts. This also means that we’re not able to offer Software that is not widely used.



One of the biggest challenges we are dealing with is to improve SPARS by offering downloads. We have
for some time looked at ‘off the shelf’ products to see how and if they can be customized to fit the
various and complex Hopkins needs. We are continuing our efforts and appreciate any
suggestions/ideas you may have (you may direct those to
software@jhu.edu
)

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

Software Licensing

Our mission is to ensure the availability of authorized and legal software at educational
and volume licensed discounts to the Johns Hopkins community.



SPARS


(
https://spars.jhu.edu
)
Spars is the Software Procurement and renewal
system; it’s basically the purchasing vehicle for your departmental Software needs.




12

CONTRACTS/SOFTWARE/SR
-
Overview


Service Request




The Service Request (SR) system is used to purchase new Computer Hardware &
Peripherals, and non
-
Enterprise software. It is also used as a tracking and project
management system for LAN Services and Network Services.


The SR system was designed to allow users to request multiple services via one system
and have one central point of contact for status (the SR coordinator).


For example, a customer could order a PC, have it setup by their LAN admin and
order/install any software along with it.


While the system works well, it is outdated and we are looking to make some changes.
Currently we are working on moving the Network Service requests to Telecom Service
requests. Customers will have one form to fill out for either a Telecom or a Network
request. We will share further details as we come closer to the completion of this project.


Please remember that
problem

calls will continue to be channeled through the HelpDesk.




IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

Cont’d

13

Solutions Center


Contact Us

IT@JH SOLUTION CENTER
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Learn@Lunch Session 11/28/12

IT HELP DESK


Call 5HELP



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TECHNICAL ASSISTANCE


E
-
mail:

mobile.computing@jhu.edu

or
tech
-
assist@lists.johnshopkins.edu



Call 410
-
516
-
3382


Visit Website:
http://www.it.johnshopkins.edu/help/ta


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OPERATOR SERVICES


Dial
"0" or 410
-
955
-
5000

SERVICE MANAGEMENT


E
-
mail
servicemanagersupport@lists.johnshopkins.edu




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TELECOM/CUSTOMER
SERVICE


For TSR
forms:

http
://
www.it.johnshopkins.edu/services/telecom/index.html


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14

THANK YOU!

IT@JH SOLUTION CENTER
-

Learn@Lunch Session 11/28/12

15