Automated Support System
This project is one of many strategic initiatives by CCS that began in early 2006.
An application called Service Desk has been used as part of IT Service Management in CCS (Computing & Communications Services) for 5 years. This product is currently being under-utilized, in some respects, due to its complex administration and configuration requirements. However, there are also a number of deficiencies in this product that can be corrected through the purchase of a more modern automated support system.
Modern IT Service Management tools provide additional enhanced capabilities such as web self-service for end users (customers) allowing them to submit incidents online and search an online knowledge base for solutions. In addition, there are advanced notification features (via email, web, VoIP, paging, etc.) that will notify technicians of assignments and update customers on the status of their incidents, and ‘news’ item functionality that will provide immediate notification of global outages to both technicians and customers. We have also determined that an entirely web based system may more easily allow us to extend its use to other areas of CCS and to other IT groups and IT administrators across campus.
A project is currently underway in CCS, through an RFP, to replace the current system with a new automated support system. A summary of the RFP specifications may be reviewed.
Updates:
May 6, 2008- FootPrints Project Service availability announced at ITSIG Spring IT Day 2008.
January, 2008- Additional FootPrints projects being piloted with OVC ITS and the CCS Email and Calendaring team.
November 15, 2007- FootPrints demonstration at ITSIG meeting
August 10, 2007- Footprints goes 'live' at the library IT Help Desk.
August 9, 2007- DNS/DHCP Panel application connected to Footprints.
August 1, 2007- Footprints goes 'live' in the CCS Help Centre replacing Service Desk to track all new incidents.
July 24, 2007- Tracking of all MACdesk requests and launch of MACdesk customer self-service portal using Footprints.
June 8, 2007- Footprints administrator training completed, production environment set up.
June, 2007- Help Centre project and MACdesk project being configured for proposed 'live' date of August 1, 2007.
May, 2007 - Footprints consultant scheduled to carry out administrator training during the week of June 4, 2007. A group of CCS staff and ITSIG members will be participating.
April, 2007 - Footprints development/test environment in place.
March 30, 2007 - Numara, Footprints product selected. http://www.numarasoftware.com/FootPrints.asp
February, 2007 - A number of ITSIG representatives participated in evaluation of potential products.
February 14, 2007 - ITSIG update
February 2, 2007 - Presentation and discussion at ITSAC (Information Technology Student Advisory Committee)
November 22, 2006 - Presentation and discussion at ITSIG
October, 2006 - Separate meetings with 8 ITSIG departments
April 5, 2006 - Presentation and discussion at ITSIG (Information Technology Special Interest Group)