1
Streamlining Support Resourcesin a Whitewater Economy
Presented by: Brad Semma, Andy Voelker
1
2
A Little About WCU
• Part of the University of North Carolina System• Approximately 4,100 residential students• 12 residence halls with one under renovation• Incoming Freshman class of about 1450• Over 9,800 students total• One of the most affordable schools in the UNC
system• Popular degree programs include education,
nursing, forensic anthropology, and music
3
WCU ResNet = Student Computing
• ResNet = Student Computing• Software Support (malware, OS
troubleshooting, etc.)• Hardware Diagnosis (Not certified for hardware
repair)• Maintenance and basic repair of residential
network
Western Carolina UniversityWestern Carolina University
Ye ‘ole Student ComputingYe ‘ole Student ComputingYe ‘ole Student ComputingYe ‘ole Student Computing
Western Carolina UniversityWestern Carolina University
Reasons to FlipReasons to FlipReasons to FlipReasons to FlipSupport Support
Overload of support requestsOverload of support requestsRun-aroundRun-around
DemandDemandBench timeBench timePoor reviewsPoor reviews
Support Support Overload of support requestsOverload of support requestsRun-aroundRun-around
DemandDemandBench timeBench timePoor reviewsPoor reviews
Western Carolina UniversityWestern Carolina University
Survey Results and TimelinessSurvey Results and TimelinessFall ’08-Summer ’10Fall ’08-Summer ’10
Survey Results and TimelinessSurvey Results and TimelinessFall ’08-Summer ’10Fall ’08-Summer ’10
Western Carolina UniversityWestern Carolina University
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’08-Spring ’10Fall ’08-Spring ’10
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’08-Spring ’10Fall ’08-Spring ’10
Western Carolina UniversityWestern Carolina University
StaffingStaffingOver budget/under fundedOver budget/under fundedLimited operational hoursLimited operational hoursLimited staff flexibility and organizational Limited staff flexibility and organizational rigidityrigidity
TrainingTrainingNo cross training between groupsNo cross training between groups
ServicesServicesServices located at 6 separate locationsServices located at 6 separate locations
StaffingStaffingOver budget/under fundedOver budget/under fundedLimited operational hoursLimited operational hoursLimited staff flexibility and organizational Limited staff flexibility and organizational rigidityrigidity
TrainingTrainingNo cross training between groupsNo cross training between groups
ServicesServicesServices located at 6 separate locationsServices located at 6 separate locations
Western Carolina UniversityWestern Carolina University
Main Main Computer LabComputer Lab
Main Main Computer LabComputer Lab
Help Help DeskDeskHelp Help DeskDesk
Hardware Hardware ServicesServices
Hardware Hardware ServicesServices
Student Student ComputingComputing
Student Student ComputingComputing
TIPSTIPSTIPSTIPS
EquipmentEquipment CheckoutCheckoutEquipmentEquipment CheckoutCheckout
Western Carolina UniversityWestern Carolina University
Rebuilding the HouseRebuilding the HouseRebuilding the HouseRebuilding the HouseCo-LocationCo-Location
Separate by tier rather than serviceSeparate by tier rather than serviceResource and staff sharingResource and staff sharing
CommunicationCommunicationIM ClientIM ClientSignageSignage
Knowledge BaseKnowledge BaseWikiWikiFTPFTP
TrainingTrainingCross training FTE’s and Student Employees Cross training FTE’s and Student Employees Heavy process implementationHeavy process implementation
Co-LocationCo-LocationSeparate by tier rather than serviceSeparate by tier rather than serviceResource and staff sharingResource and staff sharing
CommunicationCommunicationIM ClientIM ClientSignageSignage
Knowledge BaseKnowledge BaseWikiWikiFTPFTP
TrainingTrainingCross training FTE’s and Student Employees Cross training FTE’s and Student Employees Heavy process implementationHeavy process implementation
Western Carolina UniversityWestern Carolina University
Equipment Equipment Check OutCheck OutEquipment Equipment Check OutCheck Out
Main Main Computer LabComputer Lab
Main Main Computer LabComputer Lab
TIPSTIPS
Student Student ComputingComputing
Student Student ComputingComputing
Hardware Service Hardware Service Drop-OffDrop-Off
Hardware Service Hardware Service Drop-OffDrop-Off
Help Desk Walk UpHelp Desk Walk UpHelp Desk Walk UpHelp Desk Walk Up
Western Carolina UniversityWestern Carolina University
The Finished ProductThe Finished ProductThe Finished ProductThe Finished Product
Western Carolina UniversityWestern Carolina University
Recording Better DataRecording Better DataRecording Better DataRecording Better Data
Incident:Incident:
Break/FixBreak/Fix
Restore Functionality Restore Functionality that previously that previously existedexisted
Incident:Incident:
Break/FixBreak/Fix
Restore Functionality Restore Functionality that previously that previously existedexisted
Service Request:Service Request:
Gain FunctionalityGain Functionality
UpgradesUpgrades
Routine MaintenanceRoutine Maintenance
Service Request:Service Request:
Gain FunctionalityGain Functionality
UpgradesUpgrades
Routine MaintenanceRoutine Maintenance
Western Carolina UniversityWestern Carolina University
The Final BuildingThe Final BuildingThe Final BuildingThe Final Building
More Efficient ProcessMore Efficient ProcessOne-stop point of contactOne-stop point of contact
Lessen Staff IssueLessen Staff Issue
Decreased Wait TimesDecreased Wait TimesShared workload amongst Tier 1 and Tier 2Shared workload amongst Tier 1 and Tier 2
More Efficient ProcessMore Efficient ProcessOne-stop point of contactOne-stop point of contact
Lessen Staff IssueLessen Staff Issue
Decreased Wait TimesDecreased Wait TimesShared workload amongst Tier 1 and Tier 2Shared workload amongst Tier 1 and Tier 2
Western Carolina UniversityWestern Carolina University
Survey Results and TimelinessSurvey Results and TimelinessFall ’09-Spring ’11Fall ’09-Spring ’11
Survey Results and TimelinessSurvey Results and TimelinessFall ’09-Spring ’11Fall ’09-Spring ’11
Western Carolina UniversityWestern Carolina University
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’09-Spring ’11Fall ’09-Spring ’11
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’09-Spring ’11Fall ’09-Spring ’11
Western Carolina UniversityWestern Carolina University
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’09-Spring ’11Fall ’09-Spring ’11
Student Computing Incidents by MonthStudent Computing Incidents by MonthFall ’09-Spring ’11Fall ’09-Spring ’11
Western Carolina UniversityWestern Carolina University
Expanding the Floor Expanding the Floor PlanPlan
Expanding the Floor Expanding the Floor PlanPlan
Expanding floorplan for Technology CommonsExpanding floorplan for Technology CommonsExpanding equipment checkoutExpanding equipment checkoutStaffed Purchasing locationsStaffed Purchasing locationsRemote Support for StudentsRemote Support for StudentsLocation on Millenium CampusLocation on Millenium Campus
Collecting student feedback for new initiativesCollecting student feedback for new initiatives
Collecting More Data to Justify RequestsCollecting More Data to Justify Requests
Expanding floorplan for Technology CommonsExpanding floorplan for Technology CommonsExpanding equipment checkoutExpanding equipment checkoutStaffed Purchasing locationsStaffed Purchasing locationsRemote Support for StudentsRemote Support for StudentsLocation on Millenium CampusLocation on Millenium Campus
Collecting student feedback for new initiativesCollecting student feedback for new initiatives
Collecting More Data to Justify RequestsCollecting More Data to Justify Requests
Western Carolina UniversityWestern Carolina University
Questions?Questions?Questions?Questions?Please Evaluate UsPlease Evaluate UsPlease Evaluate UsPlease Evaluate Us
http://www.resnetsymposium.org/rspm/evaluation/http://www.resnetsymposium.org/rspm/evaluation/
Top Related