Skip to end of metadata
Go to start of metadata

User Stories:

Note, _User stories conform to the following format: "As a _____ I want to _____ so that I can _____." (see the Glossary of Terms for more information on User Stories)

Actors

Actors are specific types of end-users with unique attributes or roles within the service or system.

  1. End-users accessing UMassOnline supported systems (hosted technologies)
  2. UMassOnline support staff
  3. UITS support staff
  4. Atlassian Managed Hosting Support Staff
  5. Blackboard Collaborate (Wimba) managed hosting services

UMassOnline End-Users

UMassOnline End-User Stories

Current Functionality

AlertSite

Other

As a UMassOnline user I want to be notified when UMassOnline systems goes down so that I can avoid work interruptions.

 

Satisfied: AlertSite will send notifications via email to multiple email addresses when Confluence is not accessible. AlertSite will send out messages to different groups of users, which includes different messages for the tech users, CE level and end users.

 

As a UMassOnline user I want to be notified if UMassOnline systems are down so that I can assess if it is my system or a UMassOnline resource that has a problem.

 

Satisfied: AlertSite will send notifications via email when it's monitoring sites encounter a service interruption (AlertSite can monitor from multiple locations), these sites are independent of local services. A failure would indicate that the Confluence, not local services or systems are down.

 

As a UMassOnline user I want to know if UMassOnline systems are performing poorly so that I can avoid using the system(s) during trouble and work more efficiently.

 

 AlertSite will provide notifications to all groups of users if the system is having performance issues.

 

As a UMassOnline user I want to be notified when UMassOnline is back up so that I can get back to work.

 

 AlertSite will provide notifications to all groups of users when the Confluence application responds normally to web traffic.

 

As a UMassOnline user I want to be notified when UMassOnline systems are performing normally so that I can get back to work.

 

AlertSite will provide notifications to all groups of users when the Confluence application responds normally to web traffic.

 

UMassOnline Administrator

Current Functionality

AlertSite

Other

As a Systems Administrator, I want to set transaction thresholds (a specific period of time for the transaction to complete), so that I can assess system performance.

 

 

 

As a Systems Administrator, I want to set transaction thresholds (a specific period of time for the transaction to complete), so that I can assess system health.

 

 

 

As a Systems Administrator, I want to set total process thresholds (a specific period of time for the all transactions in a process to complete), so that I can assess system health.

 

 

 

As a Systems Administrator, I want to set total process thresholds (a specific period of time for the all transactions in a process to complete), so that I can assess system performance.

 

 

 

As a Systems Administrator, I want to be notified if transaction thresholds are surpassed so that I can notify other stakeholders.

 

 

 

As a Systems Administrator, I want to be notified if process thresholds are surpassed so that I can notify other stakeholders.

 

 

 

As a Systems Administrator, I want a description of the failed transaction so that I can identify potential systems/application failures/issues.

 

 

 

As a Systems Administrator, I want a description of the failed process so that I can identify potential systems/application failures/issues.

 

 

 

As a Systems Administrator, I want to be notified when transaction and/or process thresholds are again normal after an incident so that I can notify stakeholders the system is running as expected.

 

 

 

As a Systems Administrator, I want to define who is notified when an incident occurs so that I can ensure all appropriate stakeholders are notified.

 

 

 

As a Systems Administrator, I want to notified my stakeholders automatically when an incident occurs so that I do not have to manually send out notifications.

 

 

 

Management User Stories

Current Functionality

AlertSite

Other

As an Operational Manager, I want to select specific users and create groups, so that UMOL can notify appropriate stakeholders if transaction/process thresholds are surpassed.

 

 

 

As an Operational Manager, I want notifications sent to select UMOL users automatically when transaction and process thresholds are surpassed, so that notifications are not dependent on individual staff's awareness of issues or their ability to communicate.

 

 

 

As an Operational  ManagerI want to see historical transaction and process reports so that I can hold a service provider to an SLA.

 

 

 

As an Operations Manager I want to see individual transaction and process statistics so that I can identify trends in use.

 

 

 

As an Operational Manager I want to see performance reports so I can provide SLA's to our stakeholders.

 

 

 

As an Operations Manager I want to monitor multiple systems with the same tool so that I can reduce complexity, costs and training.

 

 

 

As an Operations Manager I want multiple users to access and work within the same transaction monitoring tool so that I can reduce complexity, costs and training.

 

 

 

As an Operations Manager I want notifications to be send via multiple modes (e.g. email, SMS, IM, etc.) so that stakeholders can be alerted despite location or devise.

 

 

 

As an Operations Manager, I want 24/7/365 monitoring of all systems and all tractions/processes  so I can notify stakeholders any time.

 

 

 

User-Support Staff User Stories

Current Functionality

AlertSite

Other

As a Support Analyst, I want to access the transaction monitoring system from the web so I can monitor current performance without being notified.

 

 

 

As a Support Analyst, I want to access the transaction monitoring system from the web so I can monitor current performance from anywhere.

 

 

 

As a Support Analyst, I want to manage alert notifications according to group and role so no one receives information that may not be pertinent to them.

 

 

 

As a Support Analyst, I want to be able to define severity and issue types so I can modulate when and to whom to send notifications.

 

 

 

As a Support Analyst, I want notifications to communicate severity and issue type so stakeholders react appropriately.

 

 

 

As a Support Analyst I want to create custom messages for the notifications so that I can provide unique notifications for different stakeholders and groups.

 

 

 

As a Support Analyst, I want to notify multiple users and groups about the same issue(s) so that I can avoid making multiple contacts (calls, emails, etc.)

 

 

 

As a Support Analyst, I want to notified users to see who was also contacted so that we avoid making multiple contacts (calls, emails, etc.)

 

 

 

As a Support Analyst, I want to monitor multiple technologies so that I can identify the specific failure points of a transaction or process.

 

 

 

As a Support Analyst, I want to monitor multiple technologies so that I can test multiple tools (e.g. chat, discussion forums, calendars, etc.) , service-types of a single application.

 

 

 

As a Support Analyst, I want the transaction monitoring to log into systems, so that I can monitor secure systems.

 

 

 

As a Support Analyst, I want to create scheduled reports for all transaction metrics so that I can assess systems stability on a daily basis

 

 

 

LMS Administration

 

 

 

As a Technology Support Coordinator, I want to receive daily uptime/downtime reports so that I can see the systems stability on a daily basis

 

 

 

As a Technology Support Coordinator, I want to be able to send different levels of alerts to different users so that I can let people know that the system is up/down in different ways

 

 

 

As a Technology Support Coordinator, I want to monitor traffic so that I can understand the level of user activity 

 

 

 

As a Technology Support Coordinator, I want to set performance thresholds so that I can determine the time a transaction should take vs. what it does take

 

 

 

As a Technology Support Coordinator, I want to receive alerts when the system is down so that I can send notifications to the appropriate groups

 

 

 

As a Technology Support Coordinator, I want to be notified when a testing script has failed so that I can set a notification to alert the party responsible for the tool that the script has failed on

 

 

 

As a Technology Support Coordinator, I want to be able to customize scripts to test our LMS so that I can be sure that the right items are being tested when the script is running

 

 

 

As a Technology Support Coordinator, I want to be able to run test scripts on the fly so that I can run the scripts when we do service testing at 4 AM.

 

 

 

As an Integration Support Specialist, I want to monitor the state of all nodes in a clustered environment so that I can assess the state of the whole system and not just a random node on the cluster.

 

 

 

As a Support Analyst, I want to monitor current performance so I can without being notified.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

File types, login, tools (chat, discussions, calendars, etc.)

Scripts

1 Comment

  1. Anonymous

    Hi Kevin,

    I hope all's well.  I just had a follow up call with Pat Masson who let me know that you're in the middle of finishing up your Help Desk project this month.  Knowing that Transaction/Performance Management is next on the docket (and Pat says some recent issues are still fresh in mind) I wanted to set up some time in February where we can learn a little more about what you're looking for, demonstrate where we fit in regards to your user stories, and how we allow proactive identification of issues, and point the right team to the failure points.

    My engineer and I can do something on the first week of Feb.  Maybe the 5th or 6th after 1pm.  What would be best for you and the team?

    -Dan

    781-810-4739

    dan.burke@coradiant.com