1. Computer Analysts for Tech Services (CATS) Holly Grayson, Devon Lionas, Charlie Guan, Melina Sparks, Fora Wong, Nader Yafi

2. Holly Grayson – Project Manager Devon Lionas – Graphics and Presentation Coordinator Charlie Guan – Project Secretary Melina Sparks – Website Design Analyst Fora Wong – Document Lead Designer Nader Yafi – Website Design Programmer

3. The University of Victorias Computer Help Desk is a resource in which students, faculty and other campus staff alike may refer to in case of technical difficulties. All uvic help desks utilize the same ticketing system, the Help Desk On-line Management and Event Recording System, or HOMER.

7. Initially conceived in the early 2000s, and served its initial purpose Handling approximately 3500 tickets a year As technology advanced, HOMER stayed the same HOMER began linking to more complicated systems Over time, HOMER outgrew its scope

8. Initially conceived in the early 2000s, and served its initial purpose Handling approximately 3500 tickets a year As technology advanced, HOMER stayed the same HOMER began linking to more complicated systems Over time, HOMER outgrew its scope

9. Initially conceived in the early 2000s, and served its initial purpose Handling approximately 3500 tickets a year As technology advanced, HOMER stayed the same HOMER began linking to more complicated systems Over time, HOMER outgrew its scope

10. Initially conceived in the early 2000s, and served its initial purpose Handling approximately 3500 tickets a year As technology advanced, HOMER stayed the same HOMER began linking to more complicated systems Over time, HOMER outgrew its scope

11. Our objective for this project is to create suggestions for a streamline, clean, and efficient ticket tracking system for the Uvic help desks. 1. Create suggestions on how to unify the tracking system to create one solution, so it works cohesively within each department. 2. Develop concepts for interactive views within the system that allows users to view queued tickets in different formats that they can define. 3. Outline the system so it can place tickets in categories to collect metrics for future preparation. 4. Develop data flows that allow the system to incorporate a billing function

12. HOMER 0 HUMPR LDAP CHD Consultant s Clients CHD Managers DSS and Techs Request ticket Return ticket Create new ticket Update ticket Request ticket Return ticket Create new ticket Update ticket Return ticket assignment info Assign ticket to worker Return Director y info Request Director y info Update ticket Create new ticket Request ticket Return ticket Request ticket Return ticket

14. Tickets track contact info Updates can be added to track the progress of a ticket Displays current worker, and can be reassigned to a different worker Tickets are able to be categorized based on issues, and who is the current owner of the ticket

15. Streamline ticketing process for all users Different systems are interoperable between each other Codes are standardized Faster response time

16. Communication issues Meeting times Not all members have access to current system

17. 1. User feasible Minimal changes to front end, but not enough to alter workflow 2. Technologically Feasible We have full access to all software and programs that we need, and wont need to purchase any. 3. Economically Feasible Is it?

18. UBC recently invested in a new ticketing system which costs ~$60,000/year HollyCharlieDevonMelinaForaNader Hours/W eek 444444 Salary$24/h Total (10 Weeks) $960

19. We have a diversified set of skills for a large group We have 2 members who work at the help desk and have experience with the system We have 2 systems analysts who are experienced in government legacy system 2 computer science students who are well versed in the technological side of the project