James Rianhard & Andrea Henne

August 6, 2008

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Housekeeping

California Community

Colleges

Industry Presentation

08– 06 – 08

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Discussion Topics

• Overview• Focus Areas

• Peer-institution perspective • Demo• Blackboard Next Generation – Next Webinar

• Q&A

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77%/23%

“Arrival Patterns”

Fractions of FTE in the AM

Multiples of FTE in the Afternoon and evening

The Key Drivers - #1

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Key Driver #2

• Multi-domain – i.e. centralized and decentralized • Change Management• Release Management• Knowledge Management

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Presidium Overview

Client Partnerships

Accounts

• Provider of ESM – Education Services Management• Pioneer in deploying ESM solutions for academic

technologies• “Bleeding Edge” customers leading Presidium into

enterprise ESM• 650 education providers• 40% Community Colleges

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Education Services Management

Admissions Registrar F. Aid Distance Learning

IT/OWS

Library Computer Lab

Kiosk Help Desk

Online Interactions

On-campus Interactions

The Basics

CMDB – Configuration Management Database

Multi-Modal Approach

SLA Management

Multi-sourcing Management

ESMFramework

Contact Center Operations Management

Today

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Examples

Dr. Andrea HenneDean, Online and Distributed

LearningSan Diego Community College

Districthttp://www.sdccdonline.net

SnapshotSan Diego Community College District

San Diego City College, Mesa College Miramar College and Continuing Education

SDCCD Online began Fall 2001 – 18 sections

2007-2008 - Online courses = 12% of the total

Spring 2008 = 461 Online Course Sections

Summer 2008 = 370 Online Course Sections

Fall 2008 = 468 Online Course Sections

275 Faculty

2 Full-time Instructional Design Coordinators

Strategic Benefits of Outsourcing Help Desk Services• Cost Effective• 24/7/365 Support• Variety of support options• Customizable to changing and expanding

operational needs• Both faculty and students are served• 24/7 Helpdesk supports quality distance

education and accreditation requirements for student support

• Enterprise reporting

On a Daily Basis

• Staff time is devoted to course development and training—less time answering phone and emails for routine support

• Helpdesk tutorials and Knowledge Base articles used in orientation and training

• Helpdesk escalations ensure proper handling of issues

• More positive online learning/teaching experience for students and faculty

https://www.sdccdonline.net/help

http://presidium.blackboard.com

Presidium Contacts:

Robert RyeDirector, Western Regionrrye@presidiumlearning.comOffice 415-891-8378

Hilary ButlerSales Manager, Western Regionhbutler@presidiumlearning.comOffice 250-294-6340

Q&A

Blackboard’s Next

GenerationOctober 14th Blackboard's Next Generation

• Multi-phased delivery• Easy to use interface

• Open platform• Combining the best of both Blackboard and WebCT

Demohttp://www.blackboard.com/projectng/

ContactMatt Lord

925-513-8506Matt.lord@blackboard.com

Q & A

http://tinyurl.com/5zznl5

Evaluation Survey Link

Thanks for Attending

For upcoming desktop seminars and links to recently archived seminars, check the @ONE Web site at:

http://www.cccone.org/seminars/index.php

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Thank You!

Comments and Questions?