1 / 8

HelpDesk Issue Tracking for Cornell University

2. Agenda. ObjectiveHistoryWhy a campus wide solution?Current Activity/DirectionInvitation Discussion. 3. Objective. To Inform the CCD community of CIT's activity relative to pursing a university wide HelpDesk Issue tracking solution.Extend an invitation to participate. 4. History. CIT and Cam

cassia
Download Presentation

HelpDesk Issue Tracking for Cornell University

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. HelpDesk Issue Tracking for Cornell University CCD Presentation Mar 8th, 2006 Michael Swenson Assistant Director Customer Service and Marketing Cornell Information Technologies

    2. 2 Agenda Objective History Why a campus wide solution? Current Activity/Direction Invitation Discussion

    3. 3 Objective To Inform the CCD community of CIT’s activity relative to pursing a university wide HelpDesk Issue tracking solution. Extend an invitation to participate

    4. 4 History CIT and Campus has multiple help desk solutions Cerberus JIRA Liberum Request Tracker Track-It Wonder Ddesk Vantive Homegrown CIT’s main solution, Vantive, is no longer supported

    5. 5 Why a campus wide solution? Organizations want a quality trouble tracking system Interoperability Efficiencies / Better managerial reporting Improved knowledge base Identify training and/or documentation needs Better utilization of resources Improve service levels Transparency

    6. 6 Current Activity / Direction Looking for units interested in partnering with CIT Building a collaborative project team Seeking high-level requirements Talking with IVY+, learning their experiences Investigating feasibility of Remedy

    7. 7 Invitation Those units/departments interesting in participating should let their ITMC rep know. We’ll be using the ITMC as the primary channel for soliciting partners and communicating project progress.

    8. 8 Discussion What are your questions? Contact Info: Michael Swenson mjs252@cornell.edu 607-255-7260 desk 607-227-0400 cell

More Related