RESTRUCTURING COMPUTING ACROSS PENN
Services for Providers Convention - 1 October 1997
Standards Adoption, Compatibility and Emerging TechnologyValue: 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 ServicesValue: 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.
CommunicationValue: 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.
OperationsValue: 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).
TrainingValue: 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 DocumentationValue: 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 DocumentationValue: Reference List or Finished Documents
None from ISC for applications. ISC-produced documents for installation/configuration of supported products.
Product LicensingValue: 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 DistributionValue: Network or Media Distribution
Difficult getting software from CRC. Use CD-ROM and network distribution. Need virus czar.
Support Provider Identification/CertificationValue: 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 RoleValue: Referral/Coordination
Non-ISC Management RoleValue: Owner
ISC Service RoleValue: 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 RoleValue: Contribute or Deliver
Dependent on independence/size of school/department for which support services being provided. Have a support providers appreciation day.
Vendor Service RoleValue: 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 FrameValue: 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.
Information Systems and Computing
University of Pennsylvania
Comments & Questions