1. Diane Steinbeiser Distance Learning Assessment Coordinator North Carolina Community College System NC3ADL 2010 Conference – Education on Demand Get Your e – on!

2. Diane Steinbeiser Distance Learning Assessment Coordinator Researcher with Bill Randall and Jonathon Sweetin on the Open Source Collaborative Moodle Assessment Project Moodle Assessment Report LMS Feasibility Study Report

3. Goals for Today We’ll look at different ways to assess your help-desk provider to ensure that you are fully utilizing the services available as well as meeting the needs of students, faculty and staff.

4. Help Desk Definition A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities.

5. Service Desk Flow Chart

6. Help Desk Responsibility Whose? IT? DL Administrator? Student Services? Library Services ???

7. Help Desk Responsibility How? Primary responsibility? Other duties as assigned? Shared responsibility?

8. Knowledge Base College LMS Continuing Education Student Services Student sign on Naming architecture Email Registration

9. Knowledge Base Help Desk Provider Services provided Available Reports for Continual Improvement Update schedule Breach of contract protocol

10. How do you know that you have satisfied users? Student feedback? Average speed to answer on telephone tickets? Types of tickets, such as chats or email? Types of tickets such as log-in, or test submission? Who is submitting tickets - students or faculty?

11. Why do you need know that you have satisfied users?

12. DL Growth in 2009-2010 Continuing Education: 36% Increase from 2008-2009 Curriculum 27.6% increase from 2008-2009

13. DL Growth in Cont Ed

14. DL Growth in Curriculum

15. Update Change Form Deadlines July 15 for Fall Semester (Aug 15 – Dec 31) December 15 for Spring Semester (Jan 1 – May 15) April 15 for Summer Semester (May 16 – Aug. 14)