Missouri State UniversityMissouri State UniversityComputer Services -Computer Services -

Management Information Management Information SystemsSystems

PresentsPresents

Management Information Management Information SystemsSystems

Incident Tracking SystemIncident Tracking System

(MIS-ITS)(MIS-ITS)

Frank WilliamsFrank WilliamsMIS CoordinatorMIS Coordinator

Greg SniderGreg SniderDatabase AnalystDatabase Analyst

Presenters:Presenters:

Missouri State UniversityMissouri State University Located in Springfield, MissouriLocated in Springfield, Missouri Founded in 1905Founded in 1905 2nd largest university in Missouri2nd largest university in Missouri About 20,000 studentsAbout 20,000 students 150 undergraduate programs and

more than 40 graduate programs Campuses in West Plains, Mountain Campuses in West Plains, Mountain

Grove, and a branch campus in ChinaGrove, and a branch campus in China Public Affairs Conference – April 19-21Public Affairs Conference – April 19-21

Mission Statement:Mission Statement:

Missouri State University is a multi-campus metropolitan university system with a statewide mission in public affairs, whose purpose is to develop educated persons while focusing on five themes: professional education, health, business and economic development, creative arts, and science and the environment.

Missouri State UniversityMissouri State University

Why Did We Do ThisWhy Did We Do This A better way to monitor application A better way to monitor application

issuesissues Some incidents were reported verballySome incidents were reported verbally May get lost in the shuffleMay get lost in the shuffle Often the team leader received the Often the team leader received the

call, resolved the issue, and reported call, resolved the issue, and reported to the usersto the users

Do trends analysis and better follow upDo trends analysis and better follow up Inform management of issuesInform management of issues

What We NeededWhat We Needed We needed an adequate incidentWe needed an adequate incident

tracking system (ITS) and problemtracking system (ITS) and problem

managementmanagement We needed a system that wouldWe needed a system that would

allow us to control, improve, andallow us to control, improve, and

simplify incident tracking, and simplify incident tracking, and analysesanalyses We needed to provide a better way toWe needed to provide a better way to

communicate production issues tocommunicate production issues to

managementmanagement

Who Was InvolvedWho Was Involved

The MIS The MIS CoordinatorCoordinator Database AnalystDatabase Analyst Systems AnalystsSystems Analysts

What We DidWhat We Did Meetings and Brainstorming Meetings and Brainstorming sessionssessions Prototypes, changes, and testingPrototypes, changes, and testing Rollout to the MIS staff Rollout to the MIS staff Incident Tracking System (MIS-ITS)Incident Tracking System (MIS-ITS)

o Centralized databaseCentralized databaseo Reported issues from usersReported issues from userso Alerts the development staffAlerts the development staffo Track the incident to its resolutionTrack the incident to its resolution

ObstaclesObstacles

What was an incident, task, or projectWhat was an incident, task, or project Is a “question” an incidentIs a “question” an incident  Sell the idea (or need) to the MIS staffSell the idea (or need) to the MIS staff Staff’s concern that it would be used Staff’s concern that it would be used toto

monitor their workmonitor their work

Project DatesProject Dates

First meeting – 9/20/04First meeting – 9/20/04 Alpha testing begins – Alpha testing begins – 03/03/0503/03/05 Beta testing begins – 03/23/05 Beta testing begins – 03/23/05 “ “Go live” date – 4/24/05Go live” date – 4/24/05 Web self-service (est.) – Web self-service (est.) – 06/01/0606/01/06

Business RulesBusiness Rules

Used to enforce policies and Used to enforce policies and proceduresprocedures Can be used to:Can be used to:

o Send emailsSend emailso Escalate the problemEscalate the problemo Take action when an event occursTake action when an event occurs

Business RulesBusiness Rules

PrioritiesPriorities

  Priority 1 - ImmediatePriority 1 - Immediate  Priority 2 - MediumPriority 2 - Medium  Priority 3 - LowPriority 3 - Low  Priority 4 - Information OnlyPriority 4 - Information Only  Priority 5 - RequestPriority 5 - Request

Business RulesBusiness Rules

Notify if priority 1 open more than 3 hoursNotify if priority 1 open more than 3 hours  Notify if priority 2 open more than 3 daysNotify if priority 2 open more than 3 days  Escalate priority 3 to 2 after 1 weekEscalate priority 3 to 2 after 1 week  Notify if priority 4 open more than 2 weeksNotify if priority 4 open more than 2 weeks  Email on ticket creationEmail on ticket creation  Email on assignmentEmail on assignment

ReportsReports

Incidents by call typeIncidents by call type Incidents by customer to Incidents by customer to trackertracker Incidents by customerIncidents by customer Incidents by sourceIncidents by source Incidents by trackerIncidents by tracker MIS open incidentsMIS open incidents

ReportsReports MIS Calls by call type and category Calls entered since 01/01/05

Batch 215 CallsData Error 37 CallsePortfolio 38 CallsImaging 1 CallsOnline 48 CallsPowerFAIDS 3 CallsQuery 125 CallsR25 28 CallsServer-PC 9 CallsUtilities 33 CallsWEB 77 Calls

ReportsReports MIS Calls by call type and category Calls entered since 01/01/05

WEB 77 CallsAbend 10 CallsAuthority 28 CallsData 15 CallsInternal Server Err 3 CallsOther 20 Calls

ReportsReportsAbend 10 Calls

00028550Lenord was getting an error due to invalid

systax in theweb page (DBS0300.asp)Lenord D Jr McGowndGreg Snider Closed 2006-01-12

00028557From: Gosselink, Carol ASent: Wednesday, January 11, 2006 4:43 PMTo: Management Information SystemsSubject: Changing My InfoMy department needs to be changed to

PSYCHOLOGYrather than GERONTOLOGY. I tried to change

it and gotan error message. This is when I was viewing

theworkshops for which I have enrolled. Thank

you.Carol A. GosselinkFrank Williams

FunctionalityFunctionality

  ITS offers a flexible solution for ITS offers a flexible solution for tracking,tracking,

sorting and analyzing incident datasorting and analyzing incident data Minimizes confusion and lost Minimizes confusion and lost requestsrequests  Emails are sent to the developmentEmails are sent to the development

teams immediatelyteams immediately Online “Help” and a User’s GuideOnline “Help” and a User’s Guide Add attachments to callsAdd attachments to calls Soon to be web-enabled for the Soon to be web-enabled for the useruser

Outcomes Outcomes

Sped up problem resolutionSped up problem resolution Improved efficiency due to a Improved efficiency due to a

searchable database of past issues searchable database of past issues and resolutionsand resolutions

Managers are “in the know”Managers are “in the know” Improved reporting and searching Improved reporting and searching

capabilitiescapabilities Provided a self-service web Provided a self-service web

application for logging incidentsapplication for logging incidents

Outcomes Outcomes

Reduced the chance of misplacing an Reduced the chance of misplacing an incidentincident

Improved communications with email Improved communications with email alerts to all interested partiesalerts to all interested parties

Performs analysis and trend reportingPerforms analysis and trend reporting Tracks corrective actions - Tracks corrective actions -

responsible person, target date, and responsible person, target date, and closed out dateclosed out date

Incidents to DateIncidents to Date

792792

What NextWhat Next

We have completed most of whatWe have completed most of what

we set out to do we set out to do Currently, we are developing moreCurrently, we are developing more

tracking and trend reportstracking and trend reports The major task that remains is theThe major task that remains is the

“ “full” rollout to our user full” rollout to our user communitycommunity

Lessons Learned Lessons Learned

Allow more time to design Allow more time to design and develop reportsand develop reports

Develop better methods to Develop better methods to locate trends to the program locate trends to the program levellevel

Should have demonstrated to Should have demonstrated to staff sooner for inputstaff sooner for input

Intense post-implementation Intense post-implementation monitoringmonitoring

IT’S Demo TimeIT’S Demo Time

GregGreg

Missouri State UniversityMissouri State UniversityComputer Services -Computer Services -

Management Information Management Information SystemsSystems

Thank You! Thank You!

Questions and Answers? Questions and Answers?