Council of Australian Universities Directors of Information Technology
BENCHMARKING PROJECT
UNIVERSITY RESPONSE
IT SUPPORT FOR STAFF AND STUDENTS
Date of release: February 2004
Please complete the response on-line by going to the Benchmarking Project section of the CAUDIT Web Site
http://www.caudit.edu.au/caudit/information/projects/index.html
It would be appreciated if your response could be completed by 26 March 2004. It is accepted that some institutions could have some difficulty with that completion date. Please do not hesitate to contact John Lockwood if this date presents some difficulties for you.
The on-line form is in its first stage of development and this requires completion of all entries in one session. It is suggested that respondents use the following document as a working document and when all data is complete they use the on-line form.
Responses should be succinct, however, if you wish to include more detailed information, you may:
make a brief note in the appropriate comments section, provide a link (URL) to relevant online documentation in the appropriate comments section, send a document as an e-mail attachment to the Project Officer No Sign-off by Director: Information TechnologyHas the Director of Information Technology seen and endorsed this survey response?
Yes00/b> No
Date
Comments:
NAME OF SERVICE
IT SUPPORT FOR STAFF AND STUDENTS
SERVICE DEFINITIONProvide IT information and support to students and staff for services provided by the Central IT department.
Comments:
END USERSDelete the checkmark ( 00/b> ) if the category is not appropriate to the services provided by the Central IT Unit.
4.1 00/font> All enrolled on-campus undergraduate students. 4.2 00/font> All enrolled on-campus post-graduate students. 4.3 00/font> External students managed through Australian campuses. 4.4 00/font> Off-shore students located at overseas campuses or sites 4.5 00/font> Staff at all campuses and sites. 4.6 00/font> Staff of affiliate organizations co-located on universitycampuses or sites.
4.7 00/font> Students of affiliated or co-located organisations. 4.8 00/font> Other.Comments:
SCOPE OF SERVICE 5.1 00/font> Provide support initiated through the Help Desk (Service Desk) for full resolution of user problems (ie to at least Level 2 and to Level 3 where warranted) relating to services provided by the Central IT Unit. 5.2 00/font> Provide support initiated through the Help Desk (Service Desk) for resolution of user problems at Level 1 relating to services provided by the Central IT Unit. 5.3 00/font> Provide a referral or escalation service to users relating to problems relating to IT services that are provided by other groups (eg IT support groups associated with other organisational units ) where the university IT support service has been partly of fully decentralized. 5.4 00/font> Provide remote desktop management and problem resolution. 5.5 00/font> Provide account management support to users (e.g. account creation, password resets, quotas etc.). 5.6 00/font> Publish web or hardcopy user guides for centrally supported IT services. 5.7 00/font> Provide IT orientation to users. 5.8 00/font> Notify users of planned IT service outages and restoration. 5.9 00/font> Provide overall management of IT service incidents. 5.10 00/font> Manage non-specialist access student computing laboratories. 5.11 00/font> Collect fees for fee-for-service activities. 5.12 00/font> Provide support to staff for discipline specific academic applications. List all applications supported 5.13 00/font> Provide support to some areas of the university through Service Level Agreements (SLAs). 5.13a Number of formal SLAs currently in existence between the Central IT Unit and other areas associated with the university.
00/font>
Comments:
SERVICE EXCLUSIONS
The following are excluded from this survey
The development and delivery of structured IT training to students or staff. The establishment and support of training facilities for staff. The processing of applications for the supply of ancillary services to staff (e.g. telephone and data point installation). ENVIRONMENTAL AND TECHNICAL CHARACTERISTICS 7.1a Is an Interactive Voice Response System used as the first point of contact with users logging incidents at the Help Desk or Service Desk? 00/b> Yes00/b> No
7.1b If YES to Q7.1a provide the name of the supplier of the system. If developed in-house use 00n-House00 as supplier. 7.2a Is Call Management software used to handle the initial interaction between users seeking support from the Central IT Department? 00/b> Yes00/b> No
7.2b If YES to Q7.2a provide the name of the supplier of the system. If developed in-house use 00n-House00 as supplier. 7.3a Are service monitoring tools used by the Central IT Department? 00/b> Yes00/b> No
7.3b If YES to Q7.3a provide the name(s) of the major tools used. If developed in-house use 00n-house00 as the name. 7.4a Are remote desktop management tools used by the Central IT Unit? 7.4b If YES to Q7.4a provide the name(s) of the major tools used. If developed in-house use 00n-house00 as the name. 7.5a Are Self-help Knowledge Databases used to handle any level of interaction between users and the Central IT Department? 00/b> Yes00/b> No
7.5b If YES to Q7.4a provide the name(s) of the major tools used. If developed in-house use 00n-house00 as the name. 7.6a Is Computer Based Training (CBT) used to support Central IT services? 00/b> Yes00/b> No
7.6b If YES to Q7.4a specify the major service activities supported by CBT. 7.7 What Help Desk software is used to support the Central IT Unit? If developed in-house use 00n-house00 as the name. 7.8 Is the IT Help Desk system managed by the Central IT Unit integrated with a wider university Help Desk enquiry management system? 00/b> Yes00/b> No
7.9a Do you survey Help Desk calls? 00/b> Yes00/b> No
7.9b If YES to Q7.4a, how do you survey Help Desk calls?00/b> All calls
00/b> Random selection of calls
00/b> Other means
7.10a Does the Central IT Unit conduct surveys of user satisfaction? 00/b> Yes00/b> No
7.10b If YES to 7.10a, how often are these surveys of user satisfaction conducted?00/b> At least once a semester
00/b> Once a year
00/b> Less frequently than once a year
Comments:
QUANTITATIVE CHARACTERISTICS
Please circle a number in the fourth column to indicate your confidence in the accuracy of the quantitative data supplied.
Guess An estimate based on my experience only An estimate based on valid grounds An approximate calculation An exact calculation8.1 User Computing Equipment
8.1a Total number of desktop computers provided with level 1 support by the Central IT Unit. 1 2 3 4 5 8.1b Total number of notebook computers provided with level 1 support by the Central IT Unit. 1 2 3 4 5 8.1c Total number of other mobile computers provided with Level 1 support by the Central IT Unit. 8.1d Total number of desktop computers provided with Level 1 support by resources which are not part of the Central IT Unit. 1 2 3 4 5 8.1e Total number of notebook computers provided with Level 1 support by resources which are not part of the Central IT Unit. 1 2 3 4 5 8.1f Total number of other mobile computers provided with Level 1 by resources which are not part of the Central IT Unit. 8.1g Total number of IT users registered in the university. 1 2 3 4 5
8.2 Incidents
8.2a Number of accesses per annum made to either a FAQ site or a Knowledge Database maintained by the Central IT Unit. 1 2 3 4 5 8.2b Number of incidents per annum recorded at the Help Desk (or Service Desk). 1 2 3 4 5 8.2c Number of catastrophic incidents. 1 2 3 4 5 8.2d Number of critical incidents. 1 2 3 4 5 8.2e Number of major incidents. 1 2 3 4 5 8.2f Number of minor incidents. 1 2 3 4 5 8.2g Percentage of incidents resolved per annum at First Point of Contact. 1 2 3 4 5 8.2h Percentage of incidents resolved per annum by Central IT unit. 1 2 3 4 5 8.2i Percentage of incidents resolved per annum using resources external to the university. 1 2 3 4 58.3 Help Desk Outsourcing
8.3a Is all or part of the Central IT Help Desk function outsourced? 00/b> Yes00/b> No
8.3b If YES to 8.3a give the percentage of the Help Desk function which is outsourced. 8.3c Rate the effectiveness of the outsourcing of the Help Desk function in comparison with an in-house Help Desk. 00/b> Much more effective00/b> More effective
00/b> About the same
00/b> Less effective
00/b> Much less effective
8.4 Help Desk Staffing
8.4a Number of Help Desks or Service Desks associated with the IT function and staffed from personnel in the Central IT Unit. 1 2 3 4 5 8.4b Number of Help Desks or Service Desks associated with the IT function and staffed from personnel in university organisational units other than the Central IT Unit 1 2 3 4 58.5 Staffing associated with IT Services
8.5a Total number of staff in the Central IT Unit 1 2 3 4 5 8.5b Total number of professional IT staff in the Central IT Unit providing direct or indirect support to users. 1 2 3 4 5 8.5c Total number of staff from the Central IT Unit directly associated with the Central IT Help Desk or Service Desk. 1 2 3 4 5 8.5d Total number of staff from organisational units outside the Central IT Unit directly associated with Help Desks or Service Desks. 1 2 3 4 5
8.6 Help Desk Availability
8.6a 00ormal Hours00/font>Total hours in the period 8am 006pm Monday to Friday inclusive for which the Help Desk function is provided.
1 2 3 4 5 8.6b 00vening Hours00/font>Total hours in the period 6pm 008am the following day Monday to Thursday inclusive for which the Help Desk function is provided.
1 2 3 4 5 8.6c 00eekend Hours00/font>Total hours in the period 6pm Friday to 8am Monday inclusive for which the Help Desk function is provided.
1 2 3 4 58.7 Annual Costs
8.7a Annual staffing costs of the in-house component for the Help Desk or Service Desk function. 1 2 3 4 5 8.7b Other annual costs of the in-house component for the Help Desk or Service Desk function. 1 2 3 4 5 8.7c Capital costs of the in-house component for the Help Desk or Service Desk function. 1 2 3 4 5 8.7d Total annual costs of the outsourced component for the Help Desk or Service Desk function. 1 2 3 4 5DEGREE OF CENTRALIZATION
Provide an estimate of the degree of centralization of the service covered in this survey within your university through the following measures.
9.1a What percentage of the total university budget on this service within the whole university is spent within the Central IT Unit?
00/font>
9.1b What is your confidence in this data?
1 2 3 4 59.2a What percentage of staff involved in this service within the whole university are part of the Central IT Unit?
00/font>
9.2b What is your confidence in this data?
1 2 3 4 5 KEY INDICATORSA series of key indicators will be calculated after the data is collected. These will be based upon the information given in this survey and the most recent values of key statistics available from the Higher Education Statistical Collection on the DEST web site.
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