OIT Enterprise Support

The Enterprise Support team in OIT Enterprise and Device Services & Support (EDSS) provides support models and second level support for a number of Duke enterprise applications. Most of these support models are based on Service Level Agreements (SLA's), which include response time goals. Participants in these SLA's typically include the OIT Service Desk, OIT EDSS, OIT Application Services, and the associated administrative department.

What we do:

• Train a department's local support personnel in how to install and troubleshoot the client application on their customers' personal computers.
  
• Assist with technical problem resolution with the installation and maintenance of the client application. For example, help with problems installing the application, getting the application to work with a printer, performance issues, post-installation problems (e.g., "The application ran yesterday, but today it gives an error when I try to start it.")
  
• Improve the installation and support process, including reengineering the client installation or even suggesting alternatives. For example, for the PARIS procurement card application, we suggested and facilitated the move to a Citrix WinFrame thin-client solution instead of a PARIS desktop application. We also improve the installation and support documentation and make efforts to improve the support communication process.

What we do NOT do:

• We do not install the client application on the customers' computers. That is the responsibility of the departments' own local technical support. If a department does not have local technical support, they should provide for it by hiring permanent or temporary staff . The local technical support is more familiar with the software installed on and the configuration of their customers' computers. Also, we are a small unit with the specific charge given here. We do not have the personnel resources to perform software installations for customers.
  
• We do not work directly with the end user. We work with the local technical support.
  
• We do not answer functional questions. That is, how to use the application. We are not knowledgeable in the subject matter (e.g. purchasing) nor are we trained in the use of the application itself.

Enterprise applications

PARIS

PARIS is a software package developed by GE Capital which Duke University uses to track purchases made with the Duke Procurement Card.

See the Procurement Card Overview for more information.

SAP R/3

SAP R/3 is business-application software that runs many of Duke's core administrative processes: accounting, human resources, payroll, and purchasing. It is an integrated system that offers users one application for all administrative processes, making it an enterprise system.

Student Information Services & Systems (SISS)

Peoplesoft Student Administration System 

The Peoplesoft Student Administration System provides faculty and staff access to student records via the STORM Web interface or via a Windows native Peoplesoft client.

ACES Web

ACES Web provides students access to student records and class registration.

Hyperion Pillar

Hyperion Pillar is used for budget development and maintenance.

Remedy and ServiceWare

Remedy is used for incident tracking.

ServiceWare powers the DUNK (Help @ Hand) knowledgebase.

See the DUNK Resources page for more information.