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AeRO IT User Support Framework Project

Developing a connected support community – Stage Two planning now underway

Stage Two planning for the AeRO IT User Support Framework Project is currently underway. Stage One was successfully delivered with 9 representative eResearch service providers including researcher-facing services (such as the Genomics Virtual Lab and Quadrant) as well as research infrastructure services (such as the AAF and CloudStor).

In addition to developing a user support framework, the Stage One also addressed the important challenge of ensuring ease of re-use in institutional support systems. AeRO is pleased to report the framework was successfully tested in an operational environment (in conjunction with a knowledge repository) in addition to evaluating a ticketing hub to help manage support workflows and issue escalation.

Exhibiting as part of the Solutions Showcase at the eResearch Australasia 2013 Conference held in Brisbane from October 20 and 25, members of the AeRO ICT User Support project engaged the audience with an entertaining demonstration of current functionality of the Research Adviser tool.

Currently operational at a number of institutions, Research Adviser is just one part of the solution framework that comprises a Generic Tier 1 Support Package containing service protocols, templates, knowledge bases, and training material (available on the AeRO Wiki website

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AeRO -Australian eResearch Organisations – advocate – collaborate – communicate -