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Computer Analysts for Tech Services

Upgrade to the CATS Ticketing System for the University of Victoria's Computer Help Desk to enhance ticket tracking, improve efficiency, and customize features based on UVic's needs.

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Computer Analysts for Tech Services

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  1. Computer Analysts for Tech Services CATS

  2. Overview • Our Team • Our Client • Statement of Purpose • The Previous System • The New System • Problems and Considerations • Recommendations • Costs and Benefits • Conclusion • Q&A

  3. The Project Team

  4. Our Client • The University of Victoria’s Computer Help Desk (CHD) • Decision Support Services, A/V, Admin • Resource that students, faculty use for technical assistance • For Profit organization • Funding provided by tuition fees • All use same ticketing mechanism, HOMER

  5. Statement of Purpose • To create a streamlined, improved, and more efficient UVic ticket tracking system, based off HOMER • Used to track and update work orders • Multiple users • Decision Support • A/V • Administration • Customized to Uvic’s needs • Developed and maintained by UVic

  6. LDAP HUMPR Request Directory info Return ticket assignment info Return Directory info Assign ticket to worker Request ticket Request ticket 0 Return ticket Return ticket CHD Managers CHDConsultants Update ticket Create new ticket HOMER Create new ticket Update ticket Request ticket Create new ticket Return ticket Clients Update ticket DSS and Techs Return ticket Request ticket

  7. 2.0 Create View 2.0 Create View

  8. 5.0 Compute Trends 5.0 Compute Trends

  9. 7.0 Manage Ticket Progress 7.0 Manage Ticket Progress

  10. Staff Schedule Client Search CATS Ticketing System Go Client last name My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools No results to display

  11. Staff Schedule Client Search CATS Ticketing System Go Client last name Sparks My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools No results to display

  12. Staff Schedule Client Search CATS Ticketing System Go Client last name Sparks My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Sparks, David Sparks, Melina Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools

  13. Staff Schedule Client Search CATS Ticketing System Go Client last name Sparks My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Sparks, David Sparks, Melina Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools

  14. Staff Schedule Melina Sparks Save and Submit CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Ticket Type Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Problem Description Backup Data and reinstall OS

  15. Staff Schedule Melina Sparks Save and Submit CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Ticket Type Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Email Netlink DSS ESC CHD HW DELL HW MAC HW AV ESC Other Problem Description Backup Data and reinstall OS

  16. Staff Schedule Melina Sparks Save and Submit CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore CHD HW Ticket Type Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Email Netlink DSS ESC CHD HW DELL HW MAC HW AV ESC Other Problem Description Backup Data and reinstall OS

  17. Staff Schedule Melina Sparks Save and Submit CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore CHD HW Ticket Type Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Problem Description Backup Data and reinstall OS

  18. Staff Schedule Melina Sparks Save and Submit CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Submitted!! CHD HW Ticket Type Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Problem Description Backup Data and reinstall OS

  19. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update

  20. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Create Bill InsertUpdate

  21. Staff Schedule Update Type Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Time Problem Description Details Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update Save and Submit

  22. Staff Schedule Update Type Melina Sparks CATS Ticketing System CHD SW CHD HW Other Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Time Problem Description Details Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update Save and Submit

  23. Staff Schedule Update Type Melina Sparks CHD SW CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Time 1 Hr Problem Description Details Backup Data and Reinstall OS Reinstall OS and Did Windows Updates Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update Save and Submit

  24. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Submitted! Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update

  25. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update

  26. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate Bill Create Bill Insert Update

  27. Client Details Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Total Time SW Problem Description Backup Data and Reinstall OS HW Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Bill Total $50 Generate BIll Insert Update Send Bill

  28. Staff Schedule Melina Sparks CATS Ticketing System Phone 778-350-1670 Email s4ssyc4tx0x0@aol.com Status Student View Ticket History My Tickets New Ticket Search Tickets Request Trends CHD Search TS Search Problem Search Email inbox restore Bill Sent! Problem Description Backup Data and Reinstall OS Consultant tools Netlink Email Tools NETS Tools Software Licences Workstation Log Informed AV Classroom Tools Important Notes Client needs computer by 15/03/2014 Generate BIll Insert Update

  29. Problems and Considerations • System implementation needs support of staff • Transferring data from the previous system to the new system may cause errors

  30. Recommendations • Implement the system during a weekend mid-semester • Limited access user-made tickets • Mobile app, integrated with UVic app • Historical data integration completed in phases • Allow old system to be accessed until historical data integration complete

  31. Benefits Analysis • Tangible • Time saved due to streamlined system • Approximately 5 minutes saved per day by staff • System coding standardization • Intangible • Higher customer satisfaction • Improved service reputation

  32. Cost Analysis

  33. In Summary • We were able to identify areas of improvement • We were able to develop a new outline of a system • Team work was greatly improved during the project • Ensuring everyone is on the same page is essential to success • Thank-you

  34. Questions?

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