Go Live Support Approach
First-Link Go-Live
Speaker
Go-Live: August 24, 2015
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The ctcLink Support Team is made up of the groups
below:
•
•
•
•
•
2
PMO
On Site Support
College Service Desks (Tier 1)
ERP Service Desk (Tier 2)
Command Centers (Olympia, TCC, CCS)
Go-Live Support Team
PMO are ctcLink Project and FLC College leaders
who:
•
•
•
•
•
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Steer Go Live procedures
Determine critical dates
Review and evaluate metric data
Make decisions
Provide guidance for emergencies
Command Centers
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Support Model
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On-Site Support Role (Boots on Ground)
• On Site support teams to report to their local
command center when their shift begins
• They are the first point of contact for end user with
ctcLink issues
• As needed, assist users as users process
transactions
• If the issue can be resolved immediately:
– Resolve the issue
– Log issue and resolution at https://servicedesk.ctclink.us
– Report out at daily meeting
6•
Log service desk tickets (encourage end users to
log tickets)
The Go Live Experience
Cutover
Day 1
Week 1-4
ctcLink Team
activity extends
around the clock
Project focused on
critical issue
resolution
Long periods of
waiting followed by
intense spurts of
activity
On Site Support
spend day on their
feet showing
people the system
Processing still
slow and issues
regularly identified employees and the
project working
closely together
Long hours, getting
by on adrenalin as
excitement builds
Users heavily
reliant on support
(reference
materials, floor
walkers)
End user
excitement in the
morning may fade
by midday
Long day due to
issues and
unfamiliarity
Project members
often have sense of
anticlimax
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Many incidents
getting logged for
user knowledge
problems
On Site Support
becomes more
involved in issue
resolution, not just
immediate usage
questions
Month 1-2
Month 3
Unexpected
system issues
decrease but
continue until
period close
Majority of
processes
transacted so
unexpected issues
increasingly rare
Habits may form –
including
completing
processes,
process for getting
assistance, and
unapproved
workarounds
Most users
transacting
comfortably to
ctcLink
On Site Support
progressively
move to mixed
support / work
mode
Support ownership
transferred from
project to ongoing
support team (with
project assistance)
Project team
presence
decreases rapidly
System progressing
towards steady state
Month 4-6
Understanding of
reports and ability
to interpret grows
with increasing data
in system - may
change business
metrics and
practices
Tier 1 Support
Local college help desks will handle “Tier 1” issues
• Connectivity
• Browsers
• Login issues
• Password resets
• Application-level security
• Campus-based printing
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CONFIDENTIAL-FOR INTERNAL USE ONLY
ERP Service Desk (Tier 2 Support)
•
Additional and “Tier 2” ctcLink support for colleges
at: http://servicedesk.ctcLink.us
– Before go-live, see the help desk quick overview video
located on the service desk homepage:
– Hours of operation: Staffed M-F, 7 am – 7 pm, but open
to receive tickets 24/7
– Use your new ctcLink ID and password to access the
SBCTC/ctcLink Service Desk
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CONFIDENTIAL-FOR INTERNAL USE ONLY
Command Centers
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•
Primary Go-Live Command Center in Olympia starting Aug.
24 (on 1st Floor with ERP Service Desk)
•
College Command Centers at: Tacoma Community
College, Spokane Community College, Spokane Falls
Community College, Spokane District Office
•
Command Centers open 7 am - 7 pm
•
Open WebEx
•
Daily debrief 8:00 am and 4:30 pm on WebEx
•
Olympia to triage escalated issues and assign tasks as
needed
CONFIDENTIAL-FOR INTERNAL USE ONLY
Local Command Centers
• Command Center to inform on-site support
where they are to support end users
• Command Centers to collect, compile and report
out metrics: identified issues, resolutions, and
trending data
• Disseminate information to on site support team
as needed
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Command Center Contact Info
Olympia
Tacoma
Dennis Colgan
Maureen Avery
Andy Duckworth
1300 Quince
Street Olympia,
WA
Bonanza Room
(1st floor)
6501 S. 19th
Street
Tacoma, WA
98466
Room 16-222
(360) 704-1830
Service desk URL https://servicedesk.c
tclink.us
Service desk email servicedesk@ctclink.
us
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Spokane
CC
Spokane
Falls CC
Spokane
District
1810 N. Greene
Street Spokane,
WA 99217
Building 15,
Student
Services
3410 W. Fort George
Wright Drive
Spokane, WA 99224
Building 17, Student
Union, Lounge C
501 N. Riverpoint
Blvd.
Spokane, WA 99202
Room 204E
(253) 460-2020
?
?
Support center
software & access
(SolarWinds)
IT Help Desk:
helpdesk@ccs.spo
kane.edu
(509) 533-4357
IT Help Desk:
helpdesk@ccs.spokane.e
du
(509) 533-4357
?
IT Help Desk:
helpdesk@ccs.spokane.e
du
(509) 533-4357
Emergency Procedures
If a team member makes a determination there is a systemwide problem with the ctcLink system the following will occur:
• Contact JC/Jeff/Dennis/Maureen at Olympia Command Center to
provide information of the issue: 360-704-1830
• Olympia Command Center:
• Determines if it’s an emergency, plans response and crafts
communication (what happened, planned resolution, timing, etc.)
• Contact the College PMs to provide the emergency message via
phone and/or open webex line
• Posts emergency message on ALERT section of go-live web page
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• Contact the On-site support by phone and email regarding the issue
and provide situational updates in 15 minute increments until a
determination of situation and final statement is released
Crisis/Media Communications
• FirstLink PIOs will communicate to their campus
community if something occurs during go-live and
beyond that may affect their work or their ability to serve
students.
• Olympia Command Center will provide talking points as
needed.
• Media calls/visits: Please do not speak on behalf of the
project or FLCs if approached by media. Refer them to
the local command center media contact
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Resources
• On site support - On campus 7 am - 7 pm, Mon – Fri
to work side-by-side with college SMEs and support
go-live activities
• Contact sheet
• Tier 2 Service Desk: http://servicedesk.ctcLink.us
• Go-Live site MOBILE-ENABLED:
http://GoctcLink.sbctc.edu
• Training Site (QRGs):
https://training.ctclink.sbctc.edu/index.html
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CONFIDENTIAL-FOR INTERNAL USE ONLY