Deakin University

1
Deakin University

• David Schwarz
• Technical Services manager
• Operational Services Provision Group

2
Overview

• Young University
• Charter to provide degrees to distance learning
  students
• Strongly centralised
• Bowerbird culture when it comes to Technology.

3
Stats

• 4 Campuss,
• 1 urban, Burwood East Melbourne
• 2 major regional town, Geelong
• 1 minor regional town. Warnambool
• 35,000 students
• 2700 staff
• 3 Trimesters a year (talk about this later)

4
ITSD

• Centralised model of delivery
• 218 staff (not all full time)
• Use ITIL/Prince
• SOE/MOE since 2001
• In house Service desk since 2004
• Outsourced to Fujitsu in 1996

5
Service Desk service offering

• Open 7am to Midnight weekdays
• Open 8am to 8pm weekends
• Handles 7000 15000 calls month
• 65 resolved on first contact
• Staff work 4 or 8 hour shifts.
• 2 staff on 7am to 830 am and 530pm-Midnight
• Use students in partnership with staff

6
Service Desk service offering

• Support
• Desktop SOE / hardware support
• Corporate applications
• AV first line support
• Computer lab support
• Off campus student support
• Network and P phone add/changes/deletes
• Account management passwords if the automatic
  page fails for some reason.
• Anything else people can call about

7
Service desktop second line support

• Systems and network staff only
• Mandatory
• Oncall
• 7am 830am and 530 Midnight
• 8am-8pm weekends.
• 56 hours / week
• Only covers student facing systems and
  infrastructure.
• Other systems can have second line support on a
  cost recovery basis.

8
Service desktop second line support remuneration

• 20 of hourly rate for every hour on call
• Works out to extra 11.2 hours pay per week
• 300 for a full week.
• Track these costs in a separate budget code
• overtime rate if called
• 1 hour if off site minimum
• 3 hours if called in
• 10 hour break or if called back to work double
  time until 10 hour break occurs.

9
Planned maintance

• Servers patched twice a year
• Only exception are faults and security patches
• Workstations patched monthly
• Software releases weekly
• Applications patched in releases
• Releases every four weeks
• QA release to QA servers every other cycle
• Outage window in conjunction with customer
• Only exception is emergency changes

10
Support tools

• Nagios
• Monitors 1200 network devices
• Monitors 10352 items
• Automatically alerts SD on failures or potential
  failures
• Automatically SMSs management 15 minutes later
• If SD Acknowledge within 15minutes no SMS

11
Support tools

• Work instruction tool
• Built in 1 week
• Now holds 2000 fully documented work instructions
• Demo