Go Live Support Approach First-Link Go-Live Speaker Go-Live: August 24, 2015 1 1 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: • • • • • 3 Steer Go Live procedures Determine critical dates Review and evaluate metric data Make decisions Provide guidance for emergencies Command Centers 4 Support Model 5 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 7 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 8 8 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 9 9 CONFIDENTIAL-FOR INTERNAL USE ONLY Command Centers 10 10 • 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 11 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 12 12 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 13 • 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 14 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 15 15 CONFIDENTIAL-FOR INTERNAL USE ONLY