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Trouble Ticket Systems at PC

Trouble Ticket Systems at PC. Jim Rizzo Helpdesk Manager Providence College. About PC. About 4400 students 3800 undergrads 600 graduate and continuing ed. About 1000 faculty/staff Single IT Helpdesk 2 FTE 2 GA 35 student employees Small team of field techs 3 FTE 11 student employees

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Trouble Ticket Systems at PC

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  1. Trouble Ticket Systems at PC Jim Rizzo Helpdesk Manager Providence College

  2. About PC • About 4400 students • 3800 undergrads • 600 graduate and continuing ed. • About 1000 faculty/staff • Single IT Helpdesk • 2 FTE • 2 GA • 35 student employees • Small team of field techs • 3 FTE • 11 student employees • About 15 other IT employees who resolve tickets • Network/server admins • Telecommunications • Training

  3. Pre-2003 • Calls written on paper • Handed to technicians • Inefficient • Tickets easily lost • Difficult to keep track of who did what

  4. Liberum Help Desk • Started using Liberum in early-mid 2003 • Pros • Free and Open Source • .ASP with Access DB • Quick to setup • Easy to use • Cons • Very basic trouble ticket system • Poor reporting options • Not very extensible • Served our needs for 6 years • http://www.liberum.org

  5. SchoolDude IT Direct • Physical Plant uses Maintenance Direct • Switched to SchoolDude ITD March 2009 • Pros • Inexpensive • Hosted • No maintenance/server space required • Strong reporting system • Ability to auto-route tickets to queues or techs • Fast/responsive technical support team • Cons • Not as intuitive • Busy screen • Wonky behavior tough to get used to • Still working through kinks of the change • http://www.schooldude.com

  6. Contact Me • Jim Rizzo • jrizzo@providence.edu • AIM: JRizzoPC • 401-865-1277

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