A to Z Department Listings

Hi Eugene,

If Internet Explorer is not supported, specific versions of the browsers this does support need to be listed. Slippery slope excluding certain browsers.
[IN REVIEW] Added clarification regarding support for IE older than 11: “Directory listing editor is not supported on Microsoft Internet Explorer browser older than version 11.”

Updated to: “Directory listing is accessible by current vendor supported browsers delivered with the OS (operating system).”

2.1.1:
– What are the kinds of things departmental support can expect to be able to troubleshoot outside of the listed FAQ?
I assume that you are referring to the “question mark” FAQ on the menu bar. Outside of the how-to guide in the FAQ, departmental support can assist with standard user-support issues such as page not loading because of certain privacy settings (e.g., no javascript enabled) in the users’ browsers for example.

– Is it possible to list each department’s primary and secondary contacts on the department’s A-Z page so that requests to update the info can go directly to the responsible party? Should the department’s local IT support info be listed as a tertiary contact?
[IN REVIEW] Awesome idea. Noted as an enhancement request to application.

3.1:
– Item on poor implementation and planning does not apply?
Agreed. This is part of the SLA template’s language which is being reviewed and revised holistically outside of this SLA’s scope.

– Is there a specific format required for bulk updates that would make this more efficient for UNM IT and the department?
There will be. One of the enhancement requests in the queue is to add an “import” feature. Once this feature is implemented, the standardized format will be publicized to departments.

2.2.2 and 9.1: 
– If system performance and availability reporting are not available for this service then is it appropriate to list a specific uptime of 99.9%?
[IN REVIEW] Good point. Revised language for reporting to: “System availability reports for this service are available on request.”

Service-related questions:
If an employee separates or changes roles, is A-Z a directory that gets updated from Banner or is it a standalone system? If it is a standalone system, end-users need to be responsible for keeping this up to date. UNM HR separation checklist (http://hr.unm.edu/docs/employment/separation-checklist-for-staff-employees.docx) should be updated to reflect the supervisor having to submit directory listing changes that are not automated.
This is a standalone system. I agree with your line of thinking that end-users (designated contacts) need to keep the info updated. HR and IT have not had a conversation regarding the direction in which this application should take place yet. The next version of this application (no ETA) – in my mind – will more than likely pulls information directly from Banner as to avoid duplication of data across the various sources.

Is this directory using a different data source than what is available on directory.unm.edu and what a user can change via Directory Self Service (DSS)? How does DSS and what appears in A-Z differ? Not required of the SLA, but I think helps to better define the service and where users can expect updates to appear (or not).
This is a standalone system at this time. It uses a different data set in a different database than what directory.unm.edu (people) uses.

This service could be powerful if exposed in some fashion for folks to incorporate on other web sites. A single version of the directory that is accessible via web services that every department doesn’t have to duplicate in some fashion would make it an Enterprise service.
[IN REVIEW] Could not agree more. API is on the roadmap.

Eugene
Thanks for your feedback.

• This reply was modified 8 years, 1 month ago by tbui.

Hi Elisha,

2.1 Does this use the Cascade system, or something else? Should it use Cascade? Is there a webservice that could be queried?
This does not use Cascade. This is a PHP application that uses a MySQL backend. Cascade – in its current state – does not allow for easy building of web applications.

API is a future enhancement that we want to add to this application – along with pulling data directly from Banner.

2.1.1 – Where should department IT go for triage scripts if they are going to support this service?
For requesting access and making edits, there is a FastInfo available here: https://unm.custhelp.com/app/answers/detail/a_id/7445/kw/7445. This is available via the small question mark (Help) button on the menu.

The video that Cameron Goble put together on that FastInfo also has other useful information – such as the structure and layout of the info.

2.2.1 – Is there an upper bound on the number of days? How do things get escalated?
Currently, there is no upper bound on the number of days as IT does not enforce a cap on the size of the requests that can be sent in for update assistance from departments.

2.2.2 – I see 99.9% availability in most of these SLAs. Is this a default or service specific? Is this measured? What is the process for measurement? How are acceptable availability levels determined?
The 99.9% availability is server-specific. As most of these services are hosted and run from servers, this number is being used in multiple places. The servers’ availability and performance are monitored and logged by a monitoring tool that our Platforms team uses. However, these metrics are not made available publicly today as there is no good control mechanism in place (yet) to allow IT to do so. These stats are available on request.

3.1 – Are there billable services associated with this service? Which ones? What is the need for the billing portal in association with this?
Template language. Template language is being reviewed, revised and approved holistically.

3.2 This seems irrelevant to a directory service? “Maintain appropriate staff expertise in the maintenance and support of any customer supported equipment and/or applications;”
Template language. Please see above.

Hey Andrew,

2.1.1 No line item for A-Z
IT’s services (this one included) are being revised/added for the Service Catalog.

2.1.2 The service desk has instructed many of our users that if they are using a browser besides Internet Explorer on a UNM Windows machine that it is unsupported. Is Internet Explorer no longer support for enterprise applications by UNM IT? What is the new enterprise browser that is compatible with all UNM IT supported enterprise applications?
New application development and implementation support prioritizes the following browsers: Edge, Firefox, Chrome, Safari, Android Browser – and IE 11 under specific circumstances (case-by-case approval – e.g., compatibility for core enterprise services that are critical and widely used).

2.2.1 “…can take multiple business days to complete” This needs to turn into a number.
This refers to the turnaround time for IT to assist departments with directory updates. As IT currently does not restrict the size of the requests that departments submit, a specific number cannot be produced. Also, there is currently no costs associated with having directory updates made by IT with submitted requests.

3.1 Is UNM IT able to provide reports on how many hits each A-Z entry is getting? Departments might be interested knowing how many people are clicking on their A-Z entries.
Yes, we have these metrics and can provide them on request.

5.1 Service desk hours are not listed on the support page, there is a link that leads to FastInfo on the support page
Yes…