1. Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager MOODY BIBLE INSTITUTE

2. Moody: Established in 1886

3. Students Modalities Day School Independent Studies Online Modulars Regional Classrooms

4. Locations

6. Core Systems

7. ETS Services ITIL Framework Centralized Service Desk Application support A/V support and production Web liaison for all of Education Desktop computer support Technology implementation

8. Web 2.0 Value to Our Service Desk

9. Service Desk Collaboration Centralized Immediate Comprehensive Over-communication Consistent

10. Knowledgebase Needs Accessible Editable – Add new information – Remove outdated information Centralized policy and procedures Review workflows Public-facing Easily learned

11. ETS Knowledgebase Solution Wiki – Wikipedia

12. ETS Knowledgebase Solution Wiki – Wikipedia – ETS wiki was initially located in Sakai LMS – Migrated to SharePoint when Sakai pilot completed

13. ETS Knowledgebase Solution Wiki – Wikipedia – ETS wiki was initially located in Sakai LMS – Migrated to SharePoint when Sakai pilot completed – Quickly searchable, able to format in WYSIWYG, able to change on the fly, more developed than SOPs or BPs – Disadvantages: Not tied to Service Desk software, requires IE for WYSIWYG editing, currently not able to be public facing

14. Other Wiki Tools LMS – Blackboard – Moodle – Sakai SharePoint/Office Workspaces on live.com Wikiwig MediaWiki http://en.wikipedia.org/wiki/Comparison_of_wiki_ software

15. ETS Wiki

16. Sample Wiki Page

17. Wiki Versioning

18. Wiki Editing

19. Wiki Searching

20. ETS Wiki

21. Online Discussion Boards Online forum for information sharing Centralized Information - spreads to entire Service Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location

22. Online Discussion Boards Online forum for information sharing Centralized Information - spreads to entire Service Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location Tracking - Provides better tracking of discussion than chat tools Outlook accessible - RSS or other hooks to alert you to new messages

23. ETS Discussion Board

24. ETS Discussion Board (Outlook)

25. Announcement Needs Quick way to communicate important info Forward to email (per student feedback) – Site and e-mail needs to be up Not discussion oriented Department-wide information sharing

26. ETS Announcements

27. Application Change Requests Centralized location to enter Requests for Change – All system RFCs in one place - Blackboard, A/V Request Form, Wonderdesk Documentation of change and process

28. ETS Preview

30. Other Web 2.0 Tools

33. Summary Web 2.0 tools bring collaboration to the Service Desk – Wiki knowledgebase – Tech discussion boards – Staff announcements – Change management – New technologies – Skype, RSS, Twitter, Facebook

34. Questions? Ben Dallmann bdallmann@moody.edu Service Desk Administrator