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