A Case Study:A Case Study:Implementing Implementing Supportworks Supportworks Professional Professional

Helpdesk at Drew Helpdesk at Drew UniversityUniversity

Betsy Black & E. Axel Betsy Black & E. Axel LarssonLarsson

Drew University, Madison, NJDrew University, Madison, NJ

Student Computing at Drew Student Computing at Drew UniversityUniversity

Computer Initiative (CI) – ubiquitous Computer Initiative (CI) – ubiquitous computing – began in 1984 with Epson computing – began in 1984 with Epson QX-10.QX-10.

Desktops evolved to laptops by 1988 Desktops evolved to laptops by 1988 (Zenith 181).(Zenith 181).

CI allows us to limit support to Drew-CI allows us to limit support to Drew-issued machines.issued machines.

Campus-wide network placed increased Campus-wide network placed increased demands on support organization.demands on support organization.

Homegrown HelpdesksHomegrown Helpdesks

1998-1999: paper forms and DEC Notes 1998-1999: paper forms and DEC Notes in OpenVMS 7.2.in OpenVMS 7.2.

1999: web-based tracking 1999: web-based tracking (helpdesk.drew.edu) with customer (helpdesk.drew.edu) with customer access to view tickets.access to view tickets.

2000: Oracle-based application 2000: Oracle-based application (Beacon.drew.edu) included inventory (Beacon.drew.edu) included inventory information on the various models, information on the various models, allowing us to track repeated hardware allowing us to track repeated hardware problems.problems.

Inventory managementInventory management Drew needed a more robust inventory Drew needed a more robust inventory

management solution. management solution. Windows servers allowed for development of Windows servers allowed for development of

Microsoft SQL Server database.Microsoft SQL Server database. Enterprise application specialist developed Enterprise application specialist developed

uTrack for asset management, including program uTrack for asset management, including program type (student-owned, Helpdesk loaner, type (student-owned, Helpdesk loaner, departmental purchase, etc.)departmental purchase, etc.)

Faculty/staff upgrade and purchase request Faculty/staff upgrade and purchase request tracking; and other assets within the tracking; and other assets within the department(s). department(s).

Web-based upgrade request tracking for Web-based upgrade request tracking for customers.customers.

Support Organizations at Support Organizations at DrewDrew

In the Fall of 2002, In the Fall of 2002, the department of the department of Academic Academic Technology at Technology at Drew underwent Drew underwent an organization an organization change. The old change. The old structure was: structure was:

UniversityTechnology

AdministrativeComputing

Department ofAcademic

Technology

TelecomUser Support/

Computer Store

FacultyTechnology

Lab

Staff Technology

Lab

SystemsAdministration

TrainingResource

Lab (Student)

University Technology

Administrative Computing Computing & Network Services Instructional Technology

Telecommunications User Support/Computer store

Systems Administration

Enterprise Applications

Faculty Lab

Staff Lab

Student Technology Lab

And the new structure is:

Selection process and Selection process and feature listfeature list

Committee comprised of Committee comprised of members from 3 technology members from 3 technology departments as well as the VP for departments as well as the VP for University Technology. University Technology.

Required features identified:Required features identified: Online customer access to track Online customer access to track

existing tickets.existing tickets. Ability for customers to open tickets Ability for customers to open tickets

via online interface.via online interface. FAQ and knowledgebase feature.FAQ and knowledgebase feature. Full text searching.Full text searching. Integration with inventory database.Integration with inventory database. Ease of use for casual users.Ease of use for casual users.

AC ITS

CNS

Helpdeskselection

committee

Helpdesk packages we Helpdesk packages we consideredconsidered

FrontRange’s HeatFrontRange’s Heat FAQ and knowledgebase packaged separately.FAQ and knowledgebase packaged separately. Very costly for our licensing requirements.Very costly for our licensing requirements.

Blue Ocean’s TrackIt!Blue Ocean’s TrackIt! Did not have required functionality.Did not have required functionality.

Hornbill’s Supportworks Helpdesk Hornbill’s Supportworks Helpdesk ProfessionalProfessional Packaged with FAQ and knowledgebasePackaged with FAQ and knowledgebase Ability to escalate between support Ability to escalate between support

organizationsorganizations Reasonable licensing w/educational discount.Reasonable licensing w/educational discount.

Supportworks SelectedSupportworks Selected

Supportworks Helpdesk Professional Supportworks Helpdesk Professional chosen.chosen.

Committee formed in June to Committee formed in June to implement the product.implement the product. Included members of CNS, ITS, Included members of CNS, ITS,

Administrative Computing, and Administrative Computing, and Telecom.Telecom.

Completed implementation by Completed implementation by August 2003.August 2003.

Support GroupsSupport Groups Groups used to simplify call assignment.Groups used to simplify call assignment.

Unassigned calls are left in a group, and can be Unassigned calls are left in a group, and can be assigned to individuals within the group.assigned to individuals within the group.

SLAs can escalate calls to a support group.SLAs can escalate calls to a support group. Support analysts can only exist in one group.Support analysts can only exist in one group.

Fine for full-time staff.Fine for full-time staff. Organize users in four groups corresponding to the Organize users in four groups corresponding to the

technology departments.technology departments. Student employees present an issue.Student employees present an issue.

Can work for more than one department.Can work for more than one department. Multiple accounts; use username prefixes to distinguish.Multiple accounts; use username prefixes to distinguish.

Authentication methods for analysts.Authentication methods for analysts. AD, LDAP, NDS, legacy NT 4 domain, etc.AD, LDAP, NDS, legacy NT 4 domain, etc.

Support GroupsSupport Groups

Service Level Service Level AgreementsAgreements

Two timers, response time and fix time.Two timers, response time and fix time. Multi-level SLAs are in the works for the future.Multi-level SLAs are in the works for the future.

Multiple sources for SLA assignment.Multiple sources for SLA assignment. Customers, charge centers (departments), Customers, charge centers (departments),

sites, problem profiles.sites, problem profiles. Multiple SLA responses.Multiple SLA responses.

Send mail.Send mail. Reassign the call.Reassign the call. Change call status indicators. (color codes)Change call status indicators. (color codes) Server side scripts. (PHP)Server side scripts. (PHP)

Each organization responsible for their Each organization responsible for their own SLAs.own SLAs.

Service Level Service Level AgreementsAgreements

Problem/Resolution Problem/Resolution ProfilesProfiles

Hierarchical profiles for reporting and Hierarchical profiles for reporting and SLA purposes.SLA purposes. Profile to any desired depth.Profile to any desired depth. Selecting on a profile in a report gets all Selecting on a profile in a report gets all

sub-profiles automatically.sub-profiles automatically. Three levels of profiles at Drew.Three levels of profiles at Drew.

Top level, general type of call.Top level, general type of call. Report problem, service request, Report problem, service request,

how-to/training, maintenance, how-to/training, maintenance, comments/suggestions.comments/suggestions.

Second level, specific application or Second level, specific application or service.service.

Third level, common problems.Third level, common problems.

Problem/Resolution Problem/Resolution ProfilesProfiles

Integration—Customers and Integration—Customers and AssetsAssets

Integration at database level. Sample PHP Integration at database level. Sample PHP scripts provided by vendor for database import.scripts provided by vendor for database import.

uTrack asset tracking application.uTrack asset tracking application. Drew-developed SQL Server 2000 application.Drew-developed SQL Server 2000 application. Database triggers synchronize to Supportworks Database triggers synchronize to Supportworks

database.database. Customer dataCustomer data

Today—nightly database dumps from our Today—nightly database dumps from our administrative computing department. Perl scripts administrative computing department. Perl scripts load the data.load the data.

Future—connected to our Novell eDirectory Identity Future—connected to our Novell eDirectory Identity Vault using Novell DirXML. Real-time updates.Vault using Novell DirXML. Real-time updates.

““Hot” and “Known Hot” and “Known Issues”Issues”

Helpdesk analysts see Issues when Helpdesk analysts see Issues when they log into the system. they log into the system.

Issues can be internal or public, Issues can be internal or public, depending upon the nature.depending upon the nature.

Calls can be linked to an Issue, and Calls can be linked to an Issue, and then updated and closed en masse then updated and closed en masse when the issue is resolved.when the issue is resolved.

Helpful for system-wide problems Helpful for system-wide problems with the network or phone systems.with the network or phone systems.

Custom Call Classes and Custom Call Classes and FormsForms

Call types are fully customizable.Call types are fully customizable. Add tables and columns to the default DB Add tables and columns to the default DB

schema.schema. Customizable call logging and call details Customizable call logging and call details

froms with integrated form design tool.froms with integrated form design tool. Call classes we’ve added:Call classes we’ve added:

Classroom calls: Picklists for equipment Classroom calls: Picklists for equipment involved.involved.

On-Site calls: Building and room # fields.On-Site calls: Building and room # fields. Helpdesk intake: Associated loaner call field, Helpdesk intake: Associated loaner call field,

picklists of equipment left at the helpdesk.picklists of equipment left at the helpdesk.

Custom Call Classes and Custom Call Classes and FormsForms

Custom Call Classes and Custom Call Classes and FormsForms

Custom Call Classes and Custom Call Classes and FormsForms

Self-ServiceSelf-Service Web access for customers, allows them to:Web access for customers, allows them to:

Log new calls.Log new calls. Check the status of and update existing calls.Check the status of and update existing calls. Review issues.Review issues.

Written in PHP. Fully customizable.Written in PHP. Fully customizable. An excellent source of code for writing An excellent source of code for writing

server side event scripts as well.server side event scripts as well. Drew customizations:Drew customizations:

Themed to match our technology web site.Themed to match our technology web site. Novell iChain single-sign-on integration.Novell iChain single-sign-on integration.

PitfallsPitfalls Plan, plan, plan! Plan, plan, plan!

Our process was somewhat rushed as the Oracle Our process was somewhat rushed as the Oracle license was expiring and we needed a solution license was expiring and we needed a solution fast.fast.

Delineate problem/resolution profiles Delineate problem/resolution profiles carefully and make sure all analysts carefully and make sure all analysts understand how to associate calls correctly.understand how to associate calls correctly.

Implement a system for using call Implement a system for using call conditions to color code problem types.conditions to color code problem types.

Meet semi-annually to review the system Meet semi-annually to review the system and identify positives and negatives. and identify positives and negatives.

Pitfalls (cont’d)Pitfalls (cont’d) Product limitations.Product limitations.

Windows client required for full analyst’s Windows client required for full analyst’s feature set. Web-based client is limited.feature set. Web-based client is limited.

API docs limited.API docs limited. Expansion in this area is a priority for the vendor.Expansion in this area is a priority for the vendor. Cited lack of internal API stability, training Cited lack of internal API stability, training

issues, as primary reasons for not opening this up issues, as primary reasons for not opening this up right away.right away.

Cache database makes database-level Cache database makes database-level integration difficult for certain items. integration difficult for certain items. (Active calls mostly)(Active calls mostly)

Windows client does not work through NAT.Windows client does not work through NAT. UDP based notifications. Fixed in a future UDP based notifications. Fixed in a future

release.release.

Unexplored FeaturesUnexplored Features

Operator ScriptsOperator Scripts Call “flowcharts” for first level support. Call “flowcharts” for first level support.

Walks helpdesk operator through a script.Walks helpdesk operator through a script. Responses to questions in the script can Responses to questions in the script can

be recorded anywhere on the log call be recorded anywhere on the log call form.form.

FiltersFilters Limit call display by any criteria Limit call display by any criteria

selectable in an SQL WHERE clause.selectable in an SQL WHERE clause. Assign custom data dictionaries to Assign custom data dictionaries to

analysts to limit call access.analysts to limit call access.

Questions?Questions?