Normally, incidents are entered into the "Resolve System" by Help Desk personnel in response to a request or problem reported by business unit personnel
Educate Is is key that the SharePoint Services Team demo to the SharePoint Steering Committee any existing solutions that have been created in phase 1 and discuss the types of requests that are coming in to the SharePoint Services Team to help the Steering Committee understand the overall scale of the SharePoint, its growth and the types of business units within the organization making the requests
A Typical SharePoint Governance Plan (Uni-Centric Deployment) The following are typically subjects hit on in a SharePoint Uni-Centric Deployment plan: People Roles & Teams Sponsorship Process and Policies Security Content Management Hardware & Services Procedures Communication and Training Communication Plan Training Plan Support Plan Global SharePoint Considerations (Note: These are all specific to Global, Large Scale, Fortune 1000 Deployments) WAN Performance Farm Administration Help Desk and Support Cross Farm Services User Profiles/My Sites Managed Metadata Search Availability and Replication Global WAN Performance A typical LAN user will generally have an initial page load time of about 2 seconds. A broadband user, with continental latency, would experience up to 2x-4x response time (e.g. 4-8 seconds) A broadband user, with global latency, would experience up to 4x-8x response time (e.g. 8-16 seconds) Low bandwidth, and extremely high latency response times’ experience is hard to predict Global Farm Administration Considerations Provisioning Web Application Creation Site Collection Creation Content Databases Features and Solutions Local Service Applications Excel Services Access Service Vision Graphics Service Word Automation Services Word Viewing Global Help Desk and Support Considerations Operations System Administrators Site Collection Administrators Multi-Tiered Support Tier 1: Help Desk Tier 2: Subject Matter Experts Tier 3: Farm Administrators Support and Administrative Training Global Governance: Isolation Levels Examples Level Definition SharePoint Meaning (Potential) Isolation Tier 1 (I1) (Global) ·Out of the box SharePoint ·Out of the box Security ·Uptime During Business Operating Hours (7am-5pm EST M-F) ·Same SharePoint Farm Same IIS Application Pool ·Same Web Application ·Same Site Collection ·Same Content Database Isolation Tier 2 (I2) (Global) ·Custom SharePoint Features ·Unique SharePoint Permission ·Uptime During Business Operating Hours (7am-5pm EST M-F) ·Same SharePoint Farm ·Separate IIS Application Pool ·Same Web Application ·Separate Site Collection ·Separate Content Database Isolation Tier 3 (I3) (Local) ·Third Party Application ·Custom Functionality ·24 x 7 Uptime requirements
In this time of austere budgets and turf battles, it helps to consider the role of IT as a critical enabler, not a necessary placeholder...In these tightwad times, the timing may still be off for adding that extra help desk manager
CST on the Weekends The Help Desk is Level 1 and it provides basic service availability support via the ticket queue at each location. The Help Desk at each hub location is Level 1 and is governed by the following policies: Addresses user issues by monitoring the Help Desk queue. The Help Desk has the knowledge of the network, the desktop, the corporate servers and the personal accounts status. The Help Desk can resolve basic computer-user issues. No specific SharePoint expertise exists here, and SharePoint issues that cannot be resolved by the Help Desk will be passed to the next support level based on a decision tree outlined by the local Help Desk
Have you ever seen the video where a guy in a cubicle (Office Space-esk) decides his computer software has put him over the edge? He takes his keyboard and gives the monitor a nice “wack” to nudge it into place after possibly not finding the right content or has maybe just had it...
no search term matches found in comments.
From more than just the people they can see from their desk...Giving each employee a dashboard page on a socially-enabled intranet and including on that dashboard an activity stream or micro-blogging application like Yammer or Present.ly can help
Yes you could see this on the webinar at your desk
Does it help us increase revenues? Does it help us serve our existing customers better than we otherwise could?...But here Enterprise 2.0 can help
We have identified Power Users within each department and these users will assist with any “level 1” type questions about the new platform and the links provided in the help section will allow you to contact the “Help Desk \ SharePoint Support Team” for any additional issues or questions you may have… Thank you, The SharePoint Executive Sponsor How Did We Get to the Message Above (Go-Live)?