Developing a connected support community. Hamish Holewa hholewa@quadrant.edu.au. usersupport.aero.edu.au

Transcription

1 Developing a connected support community Hamish Holewa hholewa@quadrant.edu.au usersupport.aero.edu.au 1

2 Support frameworks for now and the future 2

3 Objectives 1. Save everyone time collecting research service information Open repository of user support knowledge Tier 0, Tier 1 2. Improve user support practices with templates and protocols Propagate best practice standards to developers, help desks 3. Improve service usability and researcher Tier 0 Self-Support UX advice and improved Tier 0 support capability 4. Support new research-led services from RDSI and NeCTAR Assist embed best practices into wave of new researcher services (Neil Thelander study: major CAUDIT involvement) 3

4 User Support and Incident Management Framework Researchers Knowledge Base Tier 0 Institutions Communities/ Application Developers Infrastructure Operators Incident/Ticket Service Desk and Distribution Tier 2/1 Tier 3 Resolution 4

5 Wide recognition Collaboratively funded project with contributions from: 36 research institutions through CAUDIT 8 AeRO members NeCTAR and RDSI $450,000 raised for an eighteen month project in two phases There are well over 100 candidate research applications and growing rapidly 5

6 How do you provide effective cross institutional user support for your researchers? How do you provide sustainable service provision? As an institution how do you know what services your researchers are using? 6

7 Tiers AeRO User Support Maturity Model AeRO Service Catalogue eresearch applications and services Institutional service desks, libraries and eresearch units Infrastructure Operators (NeCTAR/ RDSI Nodes) - Service definition with Level 1 maturity - Access to catalogue and support details - Incident management and ticket exchange protocols

8 AeRO User Support Maturity Model

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13 AeRO User Support Maturity Model

14 Institutions Easy information dissemination service catalogue knowledge base contact details Support your local research community

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18 Institutional service desks, libraries and eresearch units Guided by IT Research Support Expert Group Griffith University, Edith Cowan University, University of Melbourne, University of Sydney, University of NSW, University of Queensland, Flinders University, Deakin University, University of Southern Queensland, AARNET. Easy dissemination of service catalogue and knowledge base Provision of analytics information (no. of users) Allow institutions to determine level of support Develop better relationships with researchers

19 AeRO User Support Maturity Model

20 Infrastructure Operators National compute and storage infrastructure (NeCTAR/ RDSI nodes) Developing incident management and ticket transfer framework to: Notify, triage and respond to Tier 2 & 3 incidents Provide monitoring and notification support other operators and institutions Develop Service Level Objectives/ Agreements

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25 NeCTAR (NCRIS 2013/2015) User Support Projects Virtual Laboratories at service maturity level 2 Distributed Tier 2 help desk (service providers) Service, tooling, maturity model Tier 0/1 Knowledge Base materials Training to train researchers Monitoring and reporting about support services

26 Further Initiatives and Sustainability Research Support Expert Group Recommend further engagement with institutions and awareness of AeRO Service Catalogue Expanding NeCTAR model to all research support Providing consolidated services for applications and services Provide increased monitoring and service support for applications Providing standards and lifting maturity 26

27 User Support Project Outcomes Service maturity model Service maturity in practice the AeRO Tick Service catalogue 32 services approved to at least level 1 Knowledge base For all approved services UX improvement - 20 services have been assessed Incident management and ticket transfer framework Project outputs implemented and funded by NeCTAR University IT Research Support Expert Group Service Catalogue definitions 27

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