Open Athens Service Desk Feb Mar 2009
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Transcript of Open Athens Service Desk Feb Mar 2009
Access & Identity Managementgetting support for OpenAthens
Simon Timms – OpenAthens Workshops Feb/March 2009
Agenda
• Eduserv Service Desk- What we do- The support we offer
• Accessing the Service Desk via the web
• Reliability of the OpenAthens service
• Service Desk customer survey
Eduserv Service Desk
• Eduserv operates an ITIL-aligned Service Desk for technical enquiries
• (ITIL = IT Infrastructure Library)– a standard framework for classifying and handling
Service Calls, Incidents, Problems, etc.
• Can be contacted by email or phone• Last year web access added as the preferred
method– allows you to view all open calls and track progress– add further updates online– receive responses via email
What does the Service Desk do?
A typical month..
537 Calls in total
427 Service calls– queries, how do we do this…
– allocating resources
– testing new resources
– registering new IdPs and SP
– supporting installation of LA or OASP
– updating certificates etc etc..
80%
110 Incidents– admin accounts expired
– emails not received
– resource access issues relating to Service Providers
– resource access issues relating to Identity Providers
– other issues
20%
The support we offer
• Provide support via the Service Desk web interface
• Arrange conference calls
• Use Web Conferencing tools for remote support
Accessing the Service Desk via the web
Total AIM calls logged
Total logged using web
Aug 669 139 21%
Sept 612 149 24%
Oct 598 159 27%
Nov 548 167 30%
Dec 334 113 34%
Jan 537 156 29%
Accessing the Service Desk via the web
• Access Service Desk using your administrator credentials
– follow ‘Log a Query’ link from administration area
– https://support.eduserv.org.uk/athens
• Responses will be sent to your registered administrator email address
– Keep this up to date!
The home page
Log a new Service Call
• Choose the closest topic for your query
• Allows Service Call to be assigned quickly to most appropriate support team
Tracking progress
• Three stages:– Open – in progress, or awaiting a response
– Resolved – question answered / problem solved
– Closed – you have agreed it is resolved or no further response after 5 working days
List of Service Calls
• Short summary of each Service Call– sort by date, status, etc.
View sub-administrators’ Calls
• If you have sub-administrators– view their Service Calls
– add updates in your own name
Demonstration
Service Desk Customer Survey
Responding to the Survey
What our customers say…
• Q6. Was your service request completed to your satisfaction?
“Yes Very, Simon investigated the problem, put forward a solution and the carried out the work quickly and efficiently. He was polite and helpful.”
• Q2. Did Eduserv understand the relative importance and the potential business impact of your service request?
“Yes The Team always give that extra effort to aid with the updates………….”
• Q2. Did Eduserv understand the relative importance and the potential business impact of your service request?
“Yes Very good, quick response to the call.”
• Q8. Overall, how satisfied are you with the service provide through your engagement with Eduserv Support?
“Very satisfied keep up the good work!”
Reliability of the OpenAthens service
Periods of degraded service over the last six months.
Causes:
- Unprecedented usage
- Hardware failure
- Shared cache issues
- Datacentre connectivity issues
Reliability of the OpenAthens service
• What we have done and what we are doing?
- Invested in new hardware
- Resolved the cache issues
- Improving our communication to customers
OpenAthens Service Status page?
What are we doing in the long term?
• Created a new role (Athens Service Manager – Neil Drage) to review the current service and drive our Continuous Service Improvement plan
• Reviewing hardware and infrastructure
• Investing in our Datacentres to improve performance and resilience
• Increasing numbers in our development and support teams
Thanks
Q&A