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Improving InstitutionPerformance with Enhanced
Second-Tier Services
Sterlin Sanders, Assistant Director for Technical Support ServicesBenjamin Li, Frontline Services Coordinator
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Agenda
• Program History• TLC Program• TRU Initiative
• Strategies for:• Preemptive Support• Rapid Response• Bridging the Tiers• Enhancing Customer
Service• Identifying Needs• Cost Savings
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History
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Status Quo – 2012
• With:• 3 FTEs
• On average, 2–4 student assistants per lab with limited duties
• Managing:• 56 computer labs
• 101 technology-enhanced classrooms
• 1,600 computers
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TLC Program – 2013
• TLC Maintenance Program
• Better leverage student staffing• Hybrid training
• Appropriate resourcing
• Team building
• Regular lab evaluations
• Pilot in library and business school
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TLC Pilot Results
• Quality increase in most locations
• 256% issues addressedpreemptively
• Recognition:• University Business
Magazine(December 2013)
• 2014 UBTechConference
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TRU Initiative – 2014
• Technical Response Unit
• Evolution of TLC
• Goals:• Further increase
preemptive support• Establish 15 minute
incident response time• Enhance customer service• Identify departmental
needs• Provide cost savings
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Strategies
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Customer Service
• Challenges• Management• Resourcing• Training• Support
• Strategies• Hiring• Leadership• Motivation• Hybrid training• End-user surveys
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Preemptive Support
• Routine on-site maintenance
• Pelco Enduracamera system
• Xerox CentreWareWeb
• Reduction in workload for other IT areas
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Bridging the Tiers
First Tier IT Helpdesk Training and
CommunicationSecond Tier Desktop Support Classroom Support Asset Management
Intermediary Tier Technical
Response Unit
Initial Contact
Preventative Maintenance
Incident Response
Service Requests
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Rapid Response
• Bomgar Button and remote support
• Motorola XPR 7550 radios
• Cisco Contact Center
• Bridging the first and second tiers
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Identifying Needs
• Technology committees• College of Arts and Sciences
• College of Arts
• College of Business
• College of Education
• College of Nursing
• Faculty and IT collaboration
• Committee-driven technology decisions
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Cost Savings
• 1 FTE
• 7 strategically placed offices with 3-5 student assistants each
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TRU Organization
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SummaryCategories TLC TRU
Issue Identification Helpdesk or Lab Assistants Helpdesk or TRU Technician,Bomgar Button, Monitoring Systems
Scope Classrooms and Computer Labs
Classrooms, Offices, and Computer Labs
Internal Communications Service Desk Service Desk and CB Radios
Support Type Maintenance Maintenance, Remote, On-site
TLC TRU
Issue Identification Helpdesk or Lab Assistants Helpdesk or TRU Technician,Bomgar Button, monitoring systems, technology committees
Scope Classrooms and computer labs only
All campus computingequipment
Internal Communications Service Desk system Service Desk system and Motorola radios
Support Types Maintenance Maintenance, remote support, on-site repairs
Staffing 2–4 Lab Assistants per lab in over 50 computer labs
3–5 TRU Responders in 7 TRU offices
Management Individual departmental managers
TRU Coordinator and Assistant Director
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Additional Questions?
© 2014 Board of Regents of the University System of Georgia by and on behalf of Valdosta State University.
Sterlin SandersAssistant Director for Technical Support Services
[email protected] State University1500 N. Patterson St.Valdosta, GA 31698-0000Pine Hall 160Division of
Information Technology
229-245-4357
[email protected] State University1500 N. Patterson St.Valdosta, GA 31698-0000Odum Library 2639Division of
Information Technology
Benjamin LiTier 1 Services Coordinator