Improving Customer Support
Through the Service Desk
UNM Tech Days
May 15, 2013
Andrea Rodgers
Service Desk and Incident Manager,
UNM Information Technologies
Agenda
•
About the project
•
Support
People
Access
Knowledge
Support definition
Communications
•
Results
2
LoboMail Project Scope
•
Implementation Scope
Upgrade webmail and UNM GroupWise to LoboMail
4
Web mail
UNM
GW
Lobo
Why are we changing email systems?
•
Growing demand for
•
More storage, bigger mailbox quota
•
More functionality and features
•
Better support for mobile devices
•
Current webmail system just outdated
What is O365?
•
Office 365 is a suite of services that includes:
•
The LoboMail project is implementing
Exchange Online only
6
Exchange Online (email, calendar,
contacts, and tasks)
•
Lync Online (IM & online meetings)
•
SharePoint Online (websites, collaboration)
•
Office Web Applications (Microsoft Office
tools online)
LoboMail Project Phases
•
Phase 1: Students, from webmail
Migrated in batches, registered students first
•
Phase 2: Staff and Faculty, from webmail
Includes department, service, and guest accounts
•
Phase 3: UNM GroupWise
Email, calendar, contacts will be copied over
Resource accounts (rooms, projectors, etc.)
LoboMail Project Timeline
• Planning
• Infrastructure
build-out
• Pilot testing
Jan-May
2012
• Phase 1:
Student
migration and
go-live
• Support docs
and training
Summer
2012
Faculty & staff
migration
- Phase 2:
Webmail
- Phase 3:
GroupWise
Fall
2012
• Demise
Webmail
• Demise
UNM
GroupWise
2013
8
Overview of process
•
Note that we are migrating users, not data
•
Email and calendar data is
copied
from
one mailbox to the other
•
Users will still be able to log into the old
Webmail mailbox to confirm that everything
was copied over
9
Create new
mailbox
Copy
Activate
mailbox
Change to Webmail interface
•
Once LoboMail mailbox is active and
receiving mail, Webmail mailbox is inactive
•
Users can log in for reference, but cannot
receive new mail there
SUPPORT
People: Regular Staff
•
Coordinator on Duty
Shifts to oversee environment
SME for services
One CoD as primary coordinator for implementation
•
User Support Analyst
Tier 2
SME for other Service Desk staff
People: Student Staff
•
User Support Consultant 1
Alpha testers
Early adopters
Front-line support
•
User Support Consultant 2
Pre-alpha testers
Knowledge authors
SMEs
Tier 2
SUPPORT
Access: Testing and development
•
Test accounts
Pre-alpha testing and knowledge development
•
Service Desk Early Adopters
Alpha testing and knowledge development
•
Other IT
Beta testing
•
Volunteers
Pilot – ALL elements of production
Access: End users
•
Phased rollout
10,000 students/day (~39,000 total)
Early morning
M, T, Th, F
16
SUPPORT
Knowledge: Project Site vs KB
•
Information about the LoboMail project
available at lobomailinfo.unm.edu
•
Information about the production LoboMail
service available in FastInfo
Knowledge: Development
•
Review existing knowledge
Metrics: # of hits, user rating
Phase 1 vs Phase 2 vs Phase 3
•
Test accounts for first pass at user FAQs
•
Alpha testing at Service Desk
Confirm FAQ usefulness and accuracy
Identify triage docs
Link each ticket to a knowledge article or propose a
new one
•
Pilot testing
Finalized knowledge for pilot
Knowledge: Answers Created
20
0 2 4 6 8 10 12 14 16 18Knowledge: Selling It
•
FastInfo provides consistent, searchable
knowledge designed to answer our
customer’s frequently asked questions
•
FastInfo contains the “official” answer that has
been reviewed and approved by UNM IT
•
FastInfo is available 24 x 7 x 365. It helps the
customer find answers to their questions
whenever they want
•
FastInfo allows our customers to help
themselves. It reduces assisted support
costs and provides customers with another
option for support.
Knowledge: Process
•
If a FAQ is missing from FastInfo, tell us!
•
Submit a Service Request at
help.unm.edu, requesting that we create a
new FastInfo with the FAQ that you’ve
identified
Business Line: Academic & Instructional
Category: Analysis & Design
Service: Customer Support Documentation
Request Type: New
Knowledge: Process
•
If an existing FastInfo is incorrect, or would
be more useful with modifications, tell us!
•
Submit a Service Request at
help.unm.edu, requesting that we modify
that FastInfo. Make sure to include the
specific FastInfo number.
Business Line: Academic & Instructional
Category: Analysis & Design
Service: Customer Support Documentation
Request Type: Modify
Knowledge: How Do I Get Started?
Knowledge: How Do I Get Started?
•
Setup your phone and other mobile devices: LoboMail is compatible with all
devices that support Active Sync:
iPhone/iPad
,
Android
,
Windows
.
•
Turn Conversation View off
: Conversation View is a feature offered with
your mailbox that is turned on by default. It is best to turn it off at first, and
then turn it on again later if desired.
•
Re-create
vacation messages
and mailbox
filtering rules
: If you had out of
office messages or filtering rules in webmail, you can re-create them in
LoboMail.
•
Learn how to use LoboMail
: LoboMail has many features and options that
were not available in Webmail. This FastInfo contains a group of videos that
will teach you how to set up your e-mail and perform other common tasks in
LoboMail
•
Import your contacts
: If you had contacts in WebMail, your contacts list is
attached to your Welcome email, and can be imported into your new
LoboMail account.
•
Set your Time Zone
: When you first logged in, you were asked to set your
time zone. If you did not do this already, please take a moment to set it to
your local time zone; New Mexico is on Mountain Standard Time (MST).
SUPPORT
Support Definition: Process
•
Search FastInfo
•
Search LoboMailInfo.unm.edu
•
Ensure unresolved issues supported by
UNM IT are logged in Help.UNM
•
Recommend new FAQs
•
Set realistic customer expectations around
support
Support Definition: Process
•
FAQs about using the service are available
in FastInfo
•
If a FastInfo answers a user question, flag
it!
Click on the “How well did this answer your question”
link at the bottom of the FastInfo and select
“Completely”
This helps us to understand which FAQs help, and
which need improvement
FastInfo & LoboMailInfo
Didn’t Help?
•
If neither resource answers the question
and/or resolves the issue…
…and you don’t know the answer, have the customer
request support via help.unm.edu or 277-5757
…and you know the answer, provide the customer with
the resolution and submit a Help.UNM request to
create a new answer with your solution.
Support Definition: Boundaries
•
We must set realistic and sustainable
customer expectations around support.
•
Support boundaries:
Basic email and calendaring accessed through the
LoboMail online client (lobomail.unm.edu and my.unm.edu).
Instructions and FAQs provided in FastInfo
Training videos available in FastInfo and Lynda.UNM
Ex: UNM IT is responsible for ensuring that students can
receive email at lobomail.unm.edu. If they want to check
their email using another client, we will provide them with
the setup information (server settings, etc). We do not
support email and calendaring in other clients, so cannot
walk them through which fields to fill in.
Support Definition: Boundaries
Support Definition: Boundaries
32
The University of New Mexico does not support students
forwarding their email outside LoboMail.
UNM Business
Policy 2540
states: "Students who choose to have their
email forwarded to a private (unofficial) email address
outside the official University net ID/email address
(@unm.edu) do so at their own risk. The University is not
responsible for any difficulties that may occur with
privacy or security, in the proper or timely transmission,
or in accessing email forwarded to any unofficial email
address."
LoboMail does not prevent students from setting up a
rule forwarding UNM email to an external email
system. However, in alignment with
UNM Business
Policy 2540
, UNM IT does not offer customer support for
this functionality.
Support Definition: Boundaries
Support Definition: Boundaries
34
UNM IT supports email and scheduling via the official UNM email
system: LoboMail. While UNM does not prevent users from checking
their LoboMail on an third party email client, UNM IT cannot help you
setup, configure, or use third party clients (such as Mac Mail,
Thunderbird, Mulberry, Pine, etc).
Users who choose to use an alternative email client do so at their own
risk, and limit the support that UNM IT can provide for LoboMail. Users
who choose to accept personal responsibility for their email support
and use a third party email client with LoboMail can find information on
how to set up an IMAP connection in the Microsoft knowledge base:
IMAP and POP server settings
.
Since LoboMail is a service based on Microsoft O365, Microsoft
Outlook is the alternative client with the greatest potential compatibility
with LoboMail.
For information on forwarding your UNM email outside the LoboMail
system, please see
Can I set up email forwarding in LoboMail?
Support Definition: Boundaries
Support Definition: Boundaries
36
UNM IT does not fully support all the features of the Outlook
client.
UNM IT supports email and scheduling via the official UNM email
system: LoboMail. While UNM does not prevent users from using
Outlook with LoboMail, the UNM IT Service Desk cannot help you
setup, configure, or use Outlook.
Users who choose to use an alternative email client do so at their own
risk, and limit the support that UNM IT can provide for LoboMail. For
users who choose to accept personal responsibility for their
email support and use Outlook with LoboMail, UNM IT does provide
instructions on how to setup LoboMail with the Outlook client:
How do I
set up LoboMail in Microsoft Outlook?
If you are not sure whether you must use the Outlook client please see
answer:
Do I need to use Outlook client?
Training on Outlook is available in
Lynda.com
. Search for 'Outlook
Essential Training' to find modules providing in-depth instruction on key
Outlook features.
Support Definition: Improvement
•
Publish Service definition
Clearly stated and readily available
•
Define support levels
Map service functionality and EUR to support levels
•
Increase Level 2 involvement
Desktop support group
Communications
•
Final approval from UNM IT Customer
Support
•
Guiding principles:
Keep it as short as possible
Link to additional info
Refer customers to established methods of support
and sources of knowledge
Communications: Final Email
Dear UNM e-mail user,
You are receiving this e-mail because your new LoboMail mailbox is now active and your Webmail mailbox has been deactivated. There are 2 ways to access your new mailbox (IMPORTANT: use your full email address to login, ex: netid@unm.edu):
•
Log into email via http://my.unm.edu•
Go directly to http://lobomail.unm.eduFor an instructional video on how to sign into LoboMail please see FastInfo 6694 (https://unm.custhelp.com/app/answers/detail/a_id/6694/). If you were receiving your UNM email through any of the following, you will not receive any new UNM email:
•
a mobile device•
a non-UNM email address (using a forwarding rule)•
a third-party email client (such as Outlook, Thunderbird, or MacMail)\You will now receive all new UNM email in your LoboMail inbox (lobomail.unm.edu). For instructions on how to receive LoboMail on your mobile device, please see FastInfo 6621
(https://unm.custhelp.com/app/answers/detail/a_id/6621/kw/6621).
Your webmail emails and folders were copied into your new LoboMail account, with a few of exceptions. More information about what did and did not get copied over is at http://lobomailinfo.unm.edu/webmail-help.html.
If you had any Webmail contacts, they are attached to this email. Instructions on how to import your contacts are in FastInfo 6698 (https://unm.custhelp.com/app/answers/detail/a_id/6698/kw/6698).
The most common LoboMail FAQs can be found in FastInfo 6714 (https://unm.custhelp.com/app/answers/detail/a_id/6714/kw/6714). Please contact the UNM IT Service Desk via Help.UNM or 277-5757 with questions or issues.
FastInfo at https://fastinfo.unm.edu * Knowledge Base Search: LoboMail Help.UNM at https://help.unm.edu * Electronic Service Requests
Communications: Welcome Email
Dear LoboMail user,
Welcome to your new LoboMail mailbox! Your new mailbox comes with 25 GB of storage, a full-featured calendar, and expanded connectivity and integration options. There is much to explore and use in this new system, but first it is important to finish setting up your mailbox.
The following is a list of the steps you should take to get started with LoboMail. A list of links with detailed instructions can be found in FastInfo 6715 (https://unm.custhelp.com/app/answers/detail/a_id/6715/kw/6715).
- Set up your phone and other mobile devices. LoboMail is compatible with all devices that support Active Sync.
- Turn Conversation View off. Conversation View is a feature offered with your mailbox that is turned on by default. It is best to turn it off at first, and then turn it on again later if desired.
- Set your Time Zone. When you first logged in, you were asked to set your time zone. If you did not do this already, please take a moment to set it to your local time zone; New Mexico is on Mountain Standard Time (MST).
- Re-create vacation messages and mailbox filtering rules. If you had out of office messages or filtering rules in webmail, you can re-create them in LoboMail.
- Import your contacts (if applicable). If you had any contacts in Webmail, your contacts list is attached to this email, and can be imported into your new LoboMail account.
- Learn how to use LoboMail. LoboMail has many features and options that were not available in Webmail. This FastInfo contains a group of videos that will teach you how to set up your e-mail and perform other common tasks in LoboMail
Please contact the UNM IT Service Desk via Help.UNM or 277-5757 with questions or issues. FastInfo at https://fastinfo.unm.edu * Knowledge Base Search: LoboMail
Help.UNM at https://help.unm.edu * Electronic Service Requests
