1. Remedy HelpDesk Remedy HelpDesk IACC Presentation

2. Technical Support Goals Effectively track and respond to requests Improve responsiveness by enhancing communications campus-wide Increase satisfaction by providing an easy way to submit & check status of requests Improve support by analyzing call volumes, distribution and responsiveness

3. Remedy HelpDesk Not just a “HelpDesk” system Tracking system for problems and requests - computing related Used by ITS and other technical support groups:Currently - AFD, CLA, CAED Soon - CAGR, ESS, Others Variety of requests in a variety of ways: Email, in person, phone, and now web!

4. Remedy HelpDesk Automatic assignment of requests to support group based on: –Type of problem or request –Requester’s department (faculty and staff) Email notifications –To support staff (Assigned, Updated) –To requesters (Submitted, Pending, Resolved)

5. Remedy HelpDesk Chronological history of all activity –Detailed for support staff –Summary for requester Track and report on: –Time spent by type of problem, group –Most common problems or requests –Overall time to resolve by type, etc.

6. Remedy HelpDesk “Open” system –All requests can be accessed and updated by all support staff –Requests easily transferred between groups –With the web interface, faculty and staff can now submit, view and update their own requests

7. Remedy Web Interface Client Interface - Support Staff Web Interface –Design is simple, easy to use –No Remedy knowledge required –Currently: Not available for students Not available on Macintosh platform - work in progress

8. Submit New Requests Simple statement of problem or request Assesses impact and urgency Pre-defined common problems Common problems will soon have: –Links to established web resources –Simple responses or instructions –Presentation of possible solutions Web is an option, not a requirement

9. View Open Requests Ability to: –View the general status of open requests regardless of how they were entered –Add information to a request –Change the urgency of the request –Re-open closed requests if the resolution is not satisfactory

10. Where We Are Now… About 100-150 Requests/day Web Interface - On the Help Desk web page: http://helpdesk.calpoly.edu/ “Submit/View a Request” Remedy Support –http://remedy.calpoly.edu –Email to remedy@calpoly.edu –Call the ITS Help Desk: Ext. 6-7000

11. Where We’re Headed… Integrations - Site Licensing, Training, Software/Database Modifications, ??? Links to self-help resources / solutions Customer satisfaction surveys Extension to other technical support groups on campus Enhanced reporting capabilities

12. Remedy Can Help You By... Making it easy to report a problem or submit a request - no need to know “who” supports “what” Allowing you to submit or check on requests anytime: –During off-hours –From home or “on the road” –When phones are busy or staff are out of the office Letting you “Cut and Paste” information into requests, like error messages or text from email Keeping you informed - with email notifications