Category: Projects

A pilot program for the TSC Helpdesk Self-Service ticketing system is underway for the next two weeks to get user feedback on the system prior to campus roll-out next month.    

With the Self-Service ticketing system, users create their own tickets on the HPSM system when they have a technology request or want to report a technology issue.  Users may submit tickets  for themselves, a colleague or a room.  They also may check the status of each ticket online, whether it’s submitted through the Self-Service or through the Helpdesk call center, e-mail or in-person. 

The pilot was announced in a campus wide ConnectIT e-mail, and participants signed up at the June Classified Connection meeting.  If you are interested in joining the pilot, contact Lisa Rowland at (262) 472-7796 or via email at rowlandl@uww.edu.  Here’s all you need to do to participate:

• Use the Self-Service system a minimum of three times. You may create a ticket without submitting if you don’t have actual requests to make.
• Provide feedback on the system and templates.   

Thank you for your interest.   If you have any questions or would like additional information, contact Lisa.

iCIT will be transitioning from the current Remedy Magic Service Desk Software to HP Service Manager Software within the next several months.  The purpose is to streamline processes, improve communication internally and externally and to make technology more readily available to customers.  HP’s Service Desk Manager 7.10 is a full lifecycle software which will allow iCIT to uniformly track all interactions, incidents, and problems while providing new functionality such as a centralized IT knowledge base and customer self-service.

The project will work on both processes as well as the implementation of the new software.  Lisa Rowland is the Project Manager and will be working with each of the areas within iCIT to review current business processes and to recommend future processes based on best practices and the ITIL framework; these processes will then be implemented into the HP SM710 system to better serve each area’s needs.

The project kick-off meeting took place on July 17th.  Software training and business process reviews will begin August 3rd and the training of support staff is expected to begin in early to mid November with an expected go live date of early to mid December.  Phase 2 implementations will begin in Spring of 2010.

Over the past few weeks (and over the next few weeks) several buildings on campus are transitioning their network connectivity from old to new fiber optic cabling as we accommodate connectivity needs as the CoBE project is getting underway. This is similar to the transition done last fall to accommodate the UC construction.