GeorgiaBEST USGTrackit

Knowledge Transfer Session

July 2016

Discussion Topics

Assessment/Review
SLGs
Assignees
Response Times/On-Call
Helpful Hints/Questions

Review
1. What is the first thing you do when
you get a production down
Answer: Immediately follow up with customer by Phone, alert
(Urgent)
notification?
management,
and then
update the helpdesk ticket.
2. Where is the ITS Helpdesk on call
Answer:
schedule located?
http://www.usg.edu/information_technology_services/staff/on_call
3. If you are the GeorgiaBEST On Call
Resource, what should you have
Answer: Production Support Emergency Response Kit, On Call
Procedures,
and to?
access
Emergency Response Escalation Path.

Review
4. What is the ITS Helpdesk number
to report a production down?
Answer: 706-583-2001, or 1-888-875-3697 (toll free
within Georgia)

5. What is/are the number(s) to

contact Management for regular
Answer:
updates
(via text) on Production
Ed Townsend
706-267-5582
Karen Nunn
706-540-8575
down instances?
Tania Pittman
706-254-4091
Hope Dunagan 770-845-2707
Amanda Marshall 478-457-7584

Service Level Guidelines

(SLGs)
Expectations

Service Level Guidelines

(SLGs)

http://
www.usg.edu/customer_services/documents/service_level.pdf

Assignees

Response Times

On Call
What does it mean?
To assist production support or
frontline helpdesk staff when an
URGENT priority ticket is logged
into the USGTrackit system and
review is needed immediately.

Production Down

On-Call

On-Call

On Call Resources
Production Support
Emergency Response
Escalation Path

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ST\ProductionSupport\Emergency_
Response_Kit\Emergency_Response
_Escalation_Path_091214.pdf

ITS On-Call Schedule

http://www.usg.edu/information_tec
hnology_services/staff/on_call/

Standard Verbiage
ITS GeorgiaBEST has received your
issue/request and an analyst with ITS or Ellucian
will contact you soon.
Please contact the Helpdesk if you have any
additional issues to report.
Thanks,
The GeorgiaBEST Team

Standard Verbiage
I'm forwarding your issue to Ellucian for assistance. Please
be sure to copy me (<your email>) on any correspondences
I will monitor the case associated in order to keep this ticket
up-to-date. Please let me know if you have any questions.

Best Regards,
<your name>

Please remember to adhere to the policy, agreed upon by

Ellucian and Georgia Board of Regents Information
Technology Services, which USG institutions are not to
receive code/sql directly from Ellucian. All code/sql should
be passed through ITS.

Resources
\\
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ductionSupport\

Helpful Hints/Questions?