NDLI: A case study: implementing supportworks professional helpdesk at drew university

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A case study: implementing supportworks professional helpdesk at drew university

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A case study: implementing supportworks professional helpdesk at drew university

Content Provider	ACM Digital Library
Author	Black, Betsy Larsson, E. Axel
Abstract	Drew University, a leader in ubiquitous computing, has provided computers for all incoming freshman since 1984. The support structure has evolved with the technology, and now crosses several technology departments including Administrative Computing (AC), Telecommunications (Telecom), Instructional Technology Services (ITS), and Computing & Network Services (CNS). CNS, home to the university Helpdesk, worked for a few years with two home-grown ticket tracking services, Helpdesk.drew.edu[1] and Beacon.drew.edu. These systems were not sufficient for escalating calls within and outside of the department. In February 2003, a committee was formed with representatives from all the technology departments at Drew University, and Enterprise Application Specialist Axel Larsson was charged with leading the search for the solution to the university's technology ticket tracking system. Packages that were considered were Front Range's Heat, Blue Ocean's Track-It!, and Hornbill LTD's Supportworks Helpdesk Professional. Supportworks was selected for its ease of customization, shared mailbox features that would allow students to send e-mail from the department account, full-featured inventory tracking, knowledgebase, web-based self-service, and problem and resolution profiles. It also had the most attractive pricing for the number of licenses we needed. This paper will describe the planning, selection, design, and implementation of Drew University's helpdesk solution. .
Starting Page	26
Ending Page	29
Page Count	4
File Format	PDF
ISBN	1581138695
DOI	10.1145/1027802.1027809
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2004-10-10
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Call tracking Service level Helpdesk Microsoft access Knowledgebase Database Helpdesk professional Analysts Supportworks
Content Type	Text
Resource Type	Article

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