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RESTRUCTURING COMPUTING ACROSS PENN

Services for Providers Convention - 1 October 1997

Desktop

Standards Adoption, Compatibility and Emerging Technology

Value: Evaluation-Recommendation

Role of ISC should be that of a contact for standards to local support providers. Position for upward migration issues. Have an expert who is current with a range of solutions given actual usage and budgets.

Consulting and Planning Services

Value: Paid

Most are willing to pay for service vs. going outside for such services.Distance Learning & Virtual Campus potentials

Problem Solving (Escalation)

Value: Queue-Best Effort or Priority

ISC owns problem but response/support depends on criticality & timeframe. Provide contact service for designated local support staff.Provide novice level support as exposing naive questions is embarrassing.

Communication

Value: Informal to Formal

Support provider orientation (for new & current) like new employee orientation.Routing services - highlight availability. Circulate user group meeting notes. Develop a web resource for postings from the lists (some people do not like the lists). Nurture informal second line support but capture the knowledge exchange.

Operations

Value: Informal to Formal

People typically get what they need or know who to contact to get it. Maintain hardware in classrooms for multi-media. Update the assignments database (IP).

Training

Value: External Referral, Coordination, In-House Delivery

Make what's offered internally more geared to support providers; offer recommendations for outside vendors or notify providers re: training opportunities for large group discounts when possible. Align training for support providers specific Penn software standards.

Technical Documentation

Value: Tech. Notes

For documentation which can't be obtained elsewhere. Catalogue of people with expertise. Broader use of Apriori to make known solutions more available. Make start-up documents for new software easier to find (migration and upgrade).

End-User Documentation

Value: Reference List or Finished Documents

None from ISC for applications. ISC-produced documents for installation/configuration of supported products.

Product Licensing

Value: Volume Licenses or Site/Strategic Licenses

Continue to send notes to providers of support re: bulk purchases or licenses. Increase the visibility of site licensing.

Product Distribution

Value: Network or Media Distribution

Difficult getting software from CRC. Use CD-ROM and network distribution. Need virus czar.

Support Provider Identification/Certification

Value: Certified

Identify key resources across the university. Provide rewards for being key resources. Develop training programs to increase knowledge level. Certify providers on set of standard software.

ISC Management Role

Value: Referral/Coordination

Non-ISC Management Role

Value: Owner

ISC Service Role

Value: Contribute

Dependent upon type of local support provider; hotline? Multi-media czar. Provide 24 hrs. - 7 days service (Network & Servers). CRC closing causes problems for administrative users. Little knowledge of SOS.

Support Provider Service Role

Value: Contribute or Deliver

Dependent on independence/size of school/department for which support services being provided. Have a support providers appreciation day.

Vendor Service Role

Value: Contribute

Have vendors brought in or ISC coordinates on a large scale to put people in touch with vendors. Compile a list of vendors with services and quality ratings. Develop customized software resources.

Time Frame

Value: dependent on funding or external factors

Hard to say because of varied budget amounts and number of people per LSP. Serious service spikes. Provide funding for short-term high demand support personnel.


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