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Supporting Sakai at the University of Michigan
Sean DeMonner, [email protected] Perpich, [email protected] Reeves, [email protected]
June 8, 2005 2
Sakai at U-M• CTools is local instance of Sakai (1.5 currently;
2.0 in Fall 05) • Supported by USE Lab (Usability, Support,
Evaluation) – Co-located w/Development
• Currently in 3rd year of production• Recently completed migration from legacy
system-all course, project sites using Sakai• Support considerations
June 8, 2005 3
Staffing Information
• 3 FTE Professional Staff
• Support: 90 hours/week part time, temp
• QC: 30 hours/week part time, temp
• Affiliates (varies by unit)
June 8, 2005 4
Training
• Ongoing, but usually at beginning of term
• Pre-emptive support
• Focusing on instructor
• Group presentations preferred
• Low-stakes student introduction
June 8, 2005 5
Quality Control• Internal staff testing local instance• Critical to test local installation and integration
points with campus systems• Cross-testing w/Sakai QA• Focusing on feature and integration testing,
starting load testing• Some automated testing w/Empirix• Browser breakdown (reflects campus computing
sites and other usage)
June 8, 2005 6
0
5000
10000
15000
20000
25000
30000
users
Sites
users 200 3500 8,000 10,800 23,818 25,000
Sites 8 55 212 260 900 1,645
1 2 3 4 5 6
Sakai Adoption at MichiganFall 2002- Winter 2005
June 8, 2005 7
Support Avenues:
• Email contact– Footprints queuing tool– Business, evening and weekend hours
• Phone Calls– Business hours– Relatively small number (3-6/day)
• Walk-ins (very rare)
June 8, 2005 8
Migration Experience
• CourseTools to CTools
• WorkTools to CTools
• Project Overview
• Number of Sites (approx. 1600)
• Progress report
June 8, 2005 9
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
• Currently 9500 sites total, 4000 project sites
June 8, 2005 10
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
Customer Descriptive Data
June 8, 2005 11
Support Requests - W05
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Issue Tracking - Footprints• Electronic queuing mechanism• Metrics gathering and reporting (4363 requests)• Issue classification:
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
June 8, 2005 13
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
June 8, 2005 14
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
June 8, 2005 15
QuickTime™ and aTIFF (LZW) decompressor
are needed to see this picture.
June 8, 2005 16
Quality Indicators & Metrics
• Number of contacts
• Total ticket age (phasing out)
• Number of touches (in progress)
• Response time (in progress)
• Satisfaction data
• Daily and weekly status reports
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Touches Per Ticket - W05
June 8, 2005 18
Support Survey - Instructors
• 475 respondents total; 34.1% survey respondents have contacted CTools support through email or phone
• For instructors, contacting Support via email is #1 on the list of “most effective way” they get help (27.2%)
• Instructors are very satisfied with Support Services (4.13 out of 5 quality rating)
June 8, 2005 19
Support Survey - Students
• 1887 respondents total; 8.7% survey respondents have contacted CTools support through email or phone
• For students, contacting Support is 7th on the list of “most effective way” they get help (.7%), with "Keep trying on my own" at the top (39.1%)
• Students are moderately satisfied with Support Services (3.67 out of 5 quality rating)
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Additional Thoughts
• Support & migration sites (importance of using our own tools)
• Multiple Tiers of Support staff• Hiring and development of Tier 1 staff• Distributed support ideal (Affiliates in units)• Usage data tracking vs. service delivery• Escalation / Communication Flow• Advisory committee(s)
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Questions?
