July 18th 2024 – meeting notes

IGeLU/ELUNA Customer Support Advisory Group – Joint meeting with ExLIbris

2024-July-18

Main topic of the call – ExLibris update on their Known Issue System. 

Luda Soffer presented ExLibris’ Business Analysis and decisions made so far.  Including a mockup of what the new Known Issues platform might look like.

Business Analysis was collected from:

  • Staff from ExLibris teams (including Product, Development, Customer care and Support) 
  • CSAG discussion on Known Issues 
  • Industry standard examples e.g. salesforce.com was used as an example of Known Issue/Problem Management good practice.
  • Tool Evaluation and Selection meetings 

Details so far. The aim is to have:

  • A usable interface which supplies all necessary information to customers. To be searchable by filters and keywords.
  • A standard process for Known Issues (including Content)
  • Good knowledge base for users to be able to identify similar issues and add their institution using a ‘Report same issue’ button.
  • A comprehensive system which includes any issues which require a cold fix code change or have a published workaround. It will not include hot fixes.
  • Content related issues pending provider with no short-term fix date.

Questions from group:

  • How will escalation happen? Based on impact/number of cases or number of institutions affected. How will that work for Consortia who are logging calls on behalf of e.g. 500 institutions.
  • Will there be escalation triggers
  • Will there be a searchable archive – we would like to search closed cases.
  • How will prioritisation work. 
  • Do we need to work on triage processes – more standardisation of capturing information from incidents. Having a checklist of all necessary information (e.g. screenshots, error messages, platform, module)

Roadmap –  The first product to be included will be Alma.

  • Q3 2024 – ExLibris will continue to work on implementation (Alma initially)
  • Q4 2024 – Implementation and collaborative testing with the CSAG and others as necessary
  • Q1 2025 – Go live/soft launch to the community.
  • Expanding to additional products and scope.