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Tuesday, October 3 • 1:15pm - 2:15pm
Leveraging The 24X7 Operations Center To Extend Help Desk Service Hours

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The University of Washington is an global institution that is composed of three campuses, several hospitals, affiliate academic units around the world and a user base of more that 250,000 people. As a result, operations can never suspend regardless of time or day.

In 2014 IT help desk support was limited to standard business hours. The University of Washington's central IT department (UW-IT) saw a need for customers to have have access quality IT support whenever they need it: 24 hours a day, 7 days a week, 365 days a year. 24/7 operations are costly and outsourcing was not an option. The Computer Operations team was identified to have both availability and capacity to assist with expanding the hours of the help desk.

Opposing schedules, additional unrelated responsibilities, incongruent cultures, a brand new ticket tool and incorporation of the ITIL framework made the incorporation of these two teams difficult but well worth the effort.

By leveraging existing 24/7 operations staff, the University was able to extend the service desk hours to meet the needs of a global institution and an ever increasing complex catalog of services with high quality, high availability support.

avatar for Terrie Schrudder

Terrie Schrudder

Enterprise Operations Manager, Univesity of Washington
Terrie is an Enterprise Operations Manager Computer Operations (COPS) unit in Customer Service & Support. COPS provides critical 24x7x365 monitoring and support for a variety of UW-IT infrastructure. Additionally, COPS provides full support for the UW-IT Help-Desk. Terrie has worked... Read More →

William Stirling

Service Desk Manager, University or Washington

Tuesday October 3, 2017 1:15pm - 2:15pm PDT
Seattle 2 1415 5th Ave, Seattle WA 98101