1. Jim Rizzo Helpdesk Manager Providence College Trouble Ticket Systems at PC

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

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

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

5. SchoolDude IT Direct Physical Plant uses Maintenance Direct Switched to SchoolDude ITD March 2009 Pros Inexpensive Hosted No maintenance/server space required Strong reporting system Ability to auto-route tickets to queues or techs Fast/responsive technical support team Cons Not as intuitive Busy screen Wonky behavior tough to get used to Still working through kinks of the change http://www.schooldude.com

6. Contact Me Jim Rizzo jrizzo@providence.edu AIM: JRizzoPC 401-865-1277