L E A R N @ L U N C H S E S S I O N
N O V E M B E R 2 8 , 2 0 1 2

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Above excerpted from the 2012 IT@JH Annual Report, Nov. 2012
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IT HELP DESK
DIRECTOR – Deborah Contrella
• Chuck Chassagne - Manager/
Brenda Stidham - QA
TECHNICAL ASSISTANCE • Chuck Chassagne - Manager
OPERATOR SERVICES
SERVICE MANAGEMENT
CUSTOMER SERVICE
TELECOM SERVICES
CONTRACTS/
SOFTWARE/SR
• Chuck Chassagne - Manager
• Dawn Kemp - Manager
• Lisa Powell - Manager
• Lisa Powell - Manager
• Karin Davis - Manager
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First line support for a variety of clinical and other production applications
Uses the Hewlett Packard- Service Manager application for the ticketing system for 533 configuration items which are a composition of academic, clinical, enterprise, financial/ administrative, hardware, network, printer, software, telecom and miscellaneous items.
Supports end-users at The Johns Hopkins Hospital, Bayview Medical Center, Sibley
Memorial Hospital, Howard Count General Hospital, Suburban Hospital and 35 offsite
Johns Hopkins Community Physicians locations, SAIS and The Johns Hopkins
University.
Receives around 16,000 calls monthly and 192,000 annually.
Average 650+ calls a day and 100 emails / self-service ticketing.
Currently, we are working on the implementation of a Knowledge base system that should enhance efficiency and effectiveness.
The Knowledge base will be like a Google search and will provide answers quickly based on keywords.
Excellent customer service and active listening skills are two key points of being a successful Helpdesk Agent at the I.T. Solutions Center.
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TECHNICAL ASSISTANCE consists of a team of 4 Technical Support Analysts (technicians), a Year-Up intern and a Technical Support Supervisor; who are located on the Homewood Campus in the basement of Garland Hall room 01A. Hours of operation are Monday through Friday 8am until 4:30pm.
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Staff provides direct customer support for the faculty, staff and students for most of the Johns Hopkins entities at the Technical Assistance Service Window. Most customers assisted at the Service window require enhanced technical support. Technical Assistance is generally the first to encounter any new technology or new operating systems, so learning the latest technology or operating systems is vital when providing the support to the Johns Hopkins communities. The Service window averages 200 walk-up customers monthly.
Technical Assistance is also assigned incidents/problems from the IT Help Desk and assists faculty, students, and Alumni via phone or email.
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Mobile Computing Program - Is a recommended student laptop program offered through the Johns
Hopkins Technology Store as well as online which recommends specific Dell/Apple models. Technical
Assistance provides total hardware and software support as well as provides loaner laptops while the students’ laptops purchased through the Mobile Computing Program are in for repairs. This year the Technology Store
sold over 900 Apples and about 60 Dell laptops. http://www.it.johnshopkins.edu/services/mobiledevices/mcp/
Apple Authorized Service Provider - Technical Assistance is an Apple Authorized Service Provider
(AASP) which means that our technicians are Apple Certified Macintosh Technicians and are able to offer
Apple Hardware support to all of the Johns Hopkins Faculty, Students and Staff. Technical Assistance averages about 35 Apple hardware repairs monthly.
Dell Certified – Technical Assistance Technicians are Dell Certified and are able to provide Dell hardware support for all of the Johns Hopkins Faculty, Students and Staff. Technical Assistance averages about 10 Dell
hardware repairs monthly.
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Cont’d
Non-MCP Support - Provides software support for students who did not purchase through the Mobile
Computing Program which consists of virus and spyware removal and will assist with reloading the OS if necessary. Resolves about 50 software issues monthly.
Networking/Resnet (Residential Networking) - Assists students with configuring their wireless, Resnet or wired connections in their dorm room.
SWAT (Students With Advanced Technology) - Each fall semester the Technical Assistance team collaboratively works alongside the Homewood Networking/Resnet team, to make sure each student is successfully connected to Resnet, the Hopkins Wireless network and has Symantec Endpoint Protection installed. This year there were 1350 freshmen accepted at JHU. During the month of September there were almost 600 customers who were assisted at the Technical Assistance Service Window.
Outlook Live/Students and Alumni Email - Collaboratively works with Enterprise Messaging to provide assistance for all Outlook Live Issues. Enterprise Messaging is in the process of moving all students/Alumni over to the Outlook Live email system. 31,000 students are currently using Outlook Live and have accepted the Terms of Service.
Mobile Device Support- Provides assistance for wireless connections and email configurations for students on all mobile devices. Technical Assistance assists an average of 50 customers with Outlook Live, or configuring email on their mobile device monthly.
Data Backup/Data Recovery/Anti-virus - Encourages students to continuously back up their data on their laptop in the event there is a problem with their hard drive. Provides data backup only in the event of hardware related issue and provides no guarantee that data can be restored. It is a best effort basis. Also provides assistance with downloading Symantec Endpoint Protection.
Faculty/Staff and Disability Loaners - Collaborates with Disability Services to provide any IT services necessary for Faculty or Students. Loaner laptops are maintained for Disability Services. An inventory of
Faculty and Staff loaners are also maintained at Technical Assistance.
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The Telecom Service Center (Operator Services consists of a staff of 18 individuals who handle various type of calls which include: general hospital questions for internal and external customers, paging on call doctors after hours, serving as the answering service for several doctor’s offices after hours. We also provide support with alarms and overhead paging when there is a hospital disaster or emergency.
Our Intellidesk system allows our operators to connect IPOP patients with their doctors immediately.
The Telecom Service Center strives to create an environment where we give extraordinary customer service to our patients and their families, to our guests, visitors and employees.
DAILY
TSC Operator Calls: 2,973
TSC Answering Service Calls: 484
TSC Code Calls: 9
Total: 3,466
MONTHLY
TSC Operator Calls: 67,065
TSC Answering Service Calls: 14,654
TSC Code Calls: 437
Total: 82,156
YEARLY
TSC Operator Calls: 727,413
TSC Answering Service Calls: 167,810
TSC Code Calls: 4,366
Total: 899,589
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Service Manager – Is the ticketing application used by the Help Desk for Incident Management as well as groups here in IT for
Change Control. We have recently upgraded the system to a version that provides a mobile solution for managing changes and incidents as well as a better designed Knowledge Management module.
INCIDENT
MANAGEMENT
INCIDENTS LOGGED
CHANGE
MANAGEMENT
CHANGE TYPES
24 hours of entering into SM not impact any other system or application. Upcoming code change will enable this.
PROBLEM
MANAGEMENT
KNOWLEDGE
MANAGEMENT
• Formerly known as P99 or Root Cause Tickets
• In SM Problem was configured in too rigid a manner for JH workflow, so we recently modified the code to better accommodate our customers.
• Knowledge
Management is a new module that offers the ability to create a knowledgebase and load documentation that can be used by the Help Desk and SM customers.
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Cont’d
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Morning call – Daily call weekdays at 8:30AM where we review the top 6 groups whose changes can impact the institution. Then the other teams’ changes are reviewed. Open forum for discussion of changes with those that are knowledgeable about the change.
SM 9.30 Upgrade:
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Mobility client – Will allow the management of incidents and changes from a Smart Phone.
Knowledge Management – ability to load knowledge documentation that can be used by SM customers
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Has a tremendously powerful search engine that will pull knowledge up like a Google search.
Metrics support:
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Metrics are provided monthly to all teams reflecting the number of incidents assigned to their teams, P1, 2, and 3s.
We can pull metrics on groups, Services, length of time from open to close, etc.
Consultation, Project Management – We can help a group with a myriad of tasks from what is the best solution for the budgeted dollars with conferencing, to creating crisp, clear, concise documentation for new devices, to recommending solutions for IT challenges with ticketing applications, etc.
Communications – We participate in conference bridges for P1 incidents. We have created a guide for managing P1s from the group level up to catastrophic events.
Future :
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Self-service ticketing is currently in the pilot phase with CTS. We are tweaking the form as we identify more efficient ways to make the experience less onerous for the customer. Knowledge will be key in this effort as the customer will be able to look at a
Knowledge article to find answers to questions that do not need to go to the Help Desk with the goal of having more ‘break/fix’ issues going to teams instead of how-to’s etc.
Service Catalog - In FY13 we will be implementing the HP Service Manager Service Catalog which will list all the goods and services available to the customer to pick from in IT. The application will then create incidents for the teams to fill the request. It is the penultimate one stop shop for an IT customer.
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MISSION STATEMENT: Our mission is to ensure that faculty, staff, students, patients, and visitors have reliable and convenient telecommunications services and equipment.
WHAT WE DO: Provides Telecommunications services for Johns Hopkins Medical Institutions and Johns Hopkins
University including support for moves, additions and changes for new or existing telephone services.
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In addition, we provide support on Telecom repair Incidents to communicate with the users, validate issue reported, verify service configurations (to include operational instructions/user guidance) to resolve the problem and request installation technician dispatch if needed.
Manage telecommunication facilities at East Baltimore, Bayview Medical Center, Homewood, Eastern, Mount
Washington, Keswick, Peabody and various locations in Maryland and Washington, D.C.
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SERVICES SUPPORTED
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Voice Services (Avaya PBX and Centrex)
Telephones (Analog and Digital)
Auxiliary Lines (Fax, modems, alarms)
Student Residential Telephone Service
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Call Center Services
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Voicemail eFax
SMS Voicemail to Email
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EC500
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TCS TEAM MEMBERS
Lisa Powell - Manager
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Marlene Brammer
Emma DiBitonto
Robert Geldmacher (Call Center Specialist)
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Will Rhodes
Isaac Sakala
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A Telephone Service Request (TSR) is required to order new Telecom services or make changes to any existing services.
TSR forms are located at this website: http://www.it.johnshopkins.edu/services/telecom/index.html
Telecom Customer Service can be reached on TN 443-287-4663/Option #2
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Software Licensing
Our mission is to ensure the availability of authorized and legal software at educational and volume licensed discounts to the Johns Hopkins community.
SPARS – ( https://spars.jhu.edu
) Spars is the Software Procurement and renewal system; it’s basically the purchasing vehicle for your departmental Software needs.
SLIC – ( http://it.johnshopkins.edu/services/software/slic ) SLIC is the Software Licensing
Information Center. This is where you can find answers to most of your questions regarding Software
Licensing and/or SPARS such as new products, updates, etc. There’s also an extensive FAQ section explaining everything from ‘what is a license’ to ‘what is the difference between Work at Home and departmental use’
 Software Licensing strives to offer software that can be used by a vast majority of faculty and staff.
With having one centralized department for Enterprise Licensing, we are usually able to negotiate larger volume discounts. This also means that we’re not able to offer Software that is not widely used.
 One of the biggest challenges we are dealing with is to improve SPARS by offering downloads. We have for some time looked at ‘off the shelf’ products to see how and if they can be customized to fit the various and complex Hopkins needs. We are continuing our efforts and appreciate any suggestions/ideas you may have (you may direct those to software@jhu.edu
)
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Cont’d
Service Request
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The Service Request (SR) system is used to purchase new Computer Hardware &
Peripherals, and non-Enterprise software. It is also used as a tracking and project management system for LAN Services and Network Services.
The SR system was designed to allow users to request multiple services via one system and have one central point of contact for status (the SR coordinator).
For example, a customer could order a PC, have it setup by their LAN admin and order/install any software along with it.
While the system works well, it is outdated and we are looking to make some changes.
Currently we are working on moving the Network Service requests to Telecom Service requests. Customers will have one form to fill out for either a Telecom or a Network request. We will share further details as we come closer to the completion of this project.
Please remember that problem calls will continue to be channeled through the HelpDesk.
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 Call 5HELP
 Go to the myJH Portal IT Help Desk Tab at the https://my.johnshopkins.edu
 E-mail: mobile.computing@jhu.edu
or tech-assist@lists.johnshopkins.edu
 Call 410-516-3382
 Visit Website: http://www.it.johnshopkins.edu/help/ta
 Walk-ups welcomed at Homewood Garland Hall Room 01A M-F 8:00am-
4:30pm
 Dial "0" or 410-955-5000
 E-mail servicemanagersupport@lists.johnshopkins.edu
 Enter an IT Help Desk Incident for SM troubles
 For TSR forms: http://www.it.johnshopkins.edu/services/telecom/index.html
 Call 443-287-4663/Option #2
 E-mail for Software questions: software@jhu.edu
 For Service Requests, go to the myJH Portal Service Requests Tab at https://my.johnshopkins.edu
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IT@JH SOLUTION CENTER - Learn@Lunch Session 11/28/12