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Moodle User Group (FE)

Tuesday 22nd July 2014

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Welcome

Richard Maccabee

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Customer Portal Update

Frank Steiner

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Customer Portal Update

• New theme currently undergoing testing

• Switch-over to happen by end of July

• Once live feedback via ulccportal@london.ac.uk

• Short demo

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Ways to log an incident - Recap

CustomerPortal

Subject:Your INC0010048 has been logged

020 7862 8111 service@london.ac.uk ulcc.service-now.com

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Moodle Service - Upgrades

Emily Walker

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Moodle Service - Reporting

Dave Kenworthy

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Taxonomy

• Server Level Reporting

– CPU, disk, memory etc.

• Web Reporting – traffic analysis e.g. Google

Analytics Application reporting - transaction timing, database statistics

• Service Reporting – SLA related stats e.g.

Availability, incident response.

• VLE Reporting – courses, assignments, activity

types, etc.

• Analytics – e.g. data mining to improve

student retention.

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Server Level Reporting

• Used for early warning of failures that may impact service availability and performance– Disk space– Data centre temperature– Network router failure– Etc.

• Currently use Nagios, SolarWinds etc.

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Web Reporting

• Used for analysis of both traffic and performance of web site or application

• Currently use Google Analytics, New Relic, Statuscake, Panopta, and others

• Google Analytics available to customers upon request.

• Bloom will include service option to use New Relic.

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Service Reporting

• Reporting on performance of ULCC against agreed service levels such as availability and incident resolution

• Currently more manual than is ideal

• Bonsai/Bloom will introduce regular monthly reporting (basic at first but improving regularly)

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VLE Reporting

• Used for understanding what usage is being made of the VLE

• Reporting plugin is now included in standard build with limited set of reports

• Reporting service available which provides daily copy of Moodle data to run extended set of reports without impacting performance

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Analytics

• Using sophisticated ‘intelligent’ software to extract meaning and predictions from large datasets.

• ULCC are currently working with IBM and others to develop a shared service focussed on improving retention through use of Analytics.

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Moodle Service – Bloom/Bonsai

John Hilton

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Context

• Ensuring our services are built on firm foundations

• Providing clarity

• Evolution of previous Bloom offerings

• Ensure we have an e-Learning service for all needs and all budgets

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Common Features

• Standardised ULCC-Moodle Build

• Quarterly Updates

• Time-bounded support

• No access to infrastructure

• Monthly Service Reports

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Key Features - Bonsai

• 99% Availability Target• Basic Performance Target• 1 day/year inclusive support time• Weekly backup retention• Other boundaries/restrictions

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Key Features - Bloom

• 99.9% Availability (with service credits)• Performance SLA (with service credits)• Unlimited Storage• 3 days/year inclusive support time• Annual Health Check

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Chargeable Options - Bonsai

• Support+• Additional Processing Power• Additional Storage

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Chargeable Options - Bloom

• Support+ (Bronze/Silver/Gold/Platinum)• Enterprise Enhancements

– DR, SSL, OOH, Reporting etc.

• Customisation– Private Theme, Tailored, Leading Edge

• Moodle Spaces– Pre-Production, Dev/Test/LoadBox, CYA

• Bolt-On Services– Mahara, Equella, MediaSite, Echo360 etc.

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Bonsai/Bloom Comparison

Standard Build

Quarterly Updates

Access to Infrastructure

Service Credits

Availability

Storage

Support Time

Options

Bonsai

99.0%

Quota + £

1 day/year

Limited

Bloom

99.9%

Unlimited

3 days/year

Full

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Service Descriptions

Available Now• Bonsai

• Bloom

• Support+

• Enhanced Availability

• Private Theme

• Tailored

• Leading Edge

• Pre-Production

• Mahara

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Service Descriptions – Coming Soon

End August 2014 End October 2014 End December 2014

TestBox Enhanced Security Disaster Recovery

DevBox Course Year Archive LoadBox

Enhanced Performance Monitoring

OOH Upgrade Equella

Enhanced Reporting OOH Call Centre MediaSite

Echo360

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Bonsai

• Default replacement for all existing contracts at next annual renewal point– No change to price, excluding RPI adjustment– Existing contractual terms and conditions– Schedule 1 and 2 replaced with Bonsai Service

Definitions

• Harmonisation– Small variation on current pricing i.e. a reduction to

the standard– Some clients on incorrectly assigned service level

and/or using more than designated storage

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Bloom

• Upgrade path for Bonsai and current standard contract clients– New contractual terms and conditions built

around SaaS provision– Not applicable to all clients

• Harmonisation– Some clients on incorrectly assigned service level

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Next Steps

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Service Outage

Frank Steiner

@ulcc www.ulcc.ac.uk

Service Outage – The Incident

11.00• Network management

system reported ‘flapping’ of MAC addresses

• Initial diagnosis identified software issue in one of the core switches

12.00• decision to isolate core

parts of the infrastructure• Establishment of

emergency response task force to manage resolution and communication of incident

12.45• First official

communication vie ULCC website

• Establishment of hourly progress meetings

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Service Outage – The Incident

15.30• Access to Moodle

services is fully restored

• Hardware fault rather than software issue – as initially diagnosed – was identified as cause

18.35• Network maintenance

provider arrived on-site with replacement hardware

21.30• Replacement

backplane and management cards have been installed, network (external & internal) being fully restored

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Service Outage – Actions

1. Core Network Replacement

2. Review of Critical Incident Response Plan

3. Review of Communications Plan

4. e-Learning Service Resilience Review

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Critical Incident Comms Plan

ADSL

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Critical Incident Comms Plan

1. Acknowledgement of critical incident, even if we don’t know the cause

2. Automated text message alert (Emergency contacts, record keeping!)

3. Customer portal / ULCC website & Service Desk Message

4. Social Media for incremental updates & responses

5. At least hourly updates throughout duration of any critical incident

6. Official closure of incident (Incident Report & Lessons Learnt)

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Customer Showcase

Neil Stapleton, College of West Anglia

Reports and Analytics outside Moodle

Reports and analytics outside Moodle

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Customer Updates

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SAVE THE DATE

ULCC Moodle Xmas EventSenate House

Tuesday, 9th December 2014

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End