Andrew Blaner; Barnard College Jim Rizzo, Providence College Micheal Malsed, Claremont McKenna College

Andrew Blaner Associate Director for Technical Support Services Barnard College Information Technology

Private Liberal Arts Womens College in NYC Partnered with Columbia University 2300 students 700 Faculty/Staff networked computers 150 Library and Computing lab networked computers

Faculty and Staff Support o ROLM phone call center plus contact o Walk in center for faculty and staff 13 HDTs (part-time students) 5 Fulltime Technical Specialists Student Support (Resnet) 20 ACEs (part-time students) o Resnet Skype phone system, plus and form contact o Walk in center for students 1 Manager of Student Computing (full-time) 1 Student Computing Coordinator (part-time) Both use the same ticket tracking system with combined faculty/staff/student database

Client based software Last Updated 03/23/2009

web-based -to-ticket conversion trouble ticket notifications track work time self-service knowledge base LDAP & Active Directory integration permissions-based access customer service Web portal help desk technicians and administrators computer asset management Surveys Scheduling and calendars

Hired summer (2008) consultant to help test WHD and set up categories, technicians, and end user database Used 30 day free fully functional evaluation version Running on Apache Server using MySQL database Fully functional January 2009

Server Hardware was repaired and stable version installed Daily and weekly updates of software from vendor Very little user training required to learn the system Limited to reporting templates Interface not easily customizable But overall users and technicians felt big improvement over the old system

Ticket database can be exported Able to generate charts and graphs showing # of tickets by Top users, Top Departments, Building Locations Useful for determining ticket trends

Academic1969 Administrative3846 Students1729 Total7544

Purchased 50 seat license for $16,500 Annual maintenance $3300

Andrew Blaner Associate Director for Technical Support Services Barnard College BCIT

Jim Rizzo Helpdesk Manager Providence College Trouble Ticket Systems at PC

About PC About 4400 students o 3800 undergrads o 600 graduate and continuing ed. About 1000 faculty/staff Single IT Helpdesk o 2 FTE o 2 GA o 35 student employees Small team of field techs o 3 FTE o 11 student employees About 15 other IT employees who resolve tickets o Network/server admins o Telecommunications o Training

Pre-2003 Calls written on paper o Handed to technicians Inefficient Tickets easily lost Difficult to keep track of who did what

Liberum Help Desk Started using Liberum in early-mid 2003 Pros o Free and Open Source o.ASP with Access DB o Quick to setup o Easy to use Cons o Very basic trouble ticket system o Poor reporting options o Not very extensible Served our needs for 6 years

SchoolDude IT Direct Physical Plant uses Maintenance Direct Switched to SchoolDude ITD March 2009 Pros o Inexpensive o Hosted No maintenance/server space required o Strong reporting system o Ability to auto-route tickets to queues or techs o Fast/responsive technical support team Cons o Not as intuitive o Busy screen o Wonky behavior tough to get used to

Client Support Analyze ticket trends. o Most common problems. o Most needy users. Resolve more over the phone. Create better documentation. Better train Helpdesk staff.

Contact Me Jim Rizzo AIM: JRizzoPC

RTA FOOTPRINTS PROJECT AT CMC Micheal Malsed Asst Director for Student Technology Services Claremont McKenna College

ABOUT CMC 1000 students o 99% resident (max of 50 non-residents...) 1 IT FTE student support staff (me) o 18 Resident Technology Assistants (RTAs) 3 Network/3 Admin computing FTE o Not in chain of command for RTAs

STUDENT TECHNOLOGY SERVICES Decentralized o Students live East o Staff, offices, main lab is West RTAs – in dorms o 1 per approx 70 students

FOOTPRINTS Used consortium-wide o Pomona College is lead college (thanks Matt) No choice o Was already in use by the Helpdesk and Media Implemented CMC RTA-Helpdesk project

TYPICAL TICKET VS. RTA TICKET Demonstrate Helpdesks want a TON of info RTAs dont really care, dont need a lot. o Use description field. o Use for significant issues Define significant – floating description

USES RTAs are decentralized o Need accountability o Need communication o Need separation from administrative computing Intermediate project o Interface between network/server guys and students

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