Deakin University David Schwarz Technical Services manager Operational Services Provision Group.
-
Upload
augustus-dorsey -
Category
Documents
-
view
214 -
download
0
Transcript of Deakin University David Schwarz Technical Services manager Operational Services Provision Group.
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