1 / 34

Web 2.0 Tools at the Service Desk

Web 2.0 Tools at the Service Desk. Ben Dallmann Support Center Manager Moody Bible Institute. Moody: Established in 1886. Students. Modalities Day School Independent Studies Online Modulars Regional Classrooms. Locations. Locations. Core Systems. ETS Services. ITIL Framework

roden
Download Presentation

Web 2.0 Tools at the Service Desk

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager Moody Bible Institute

  2. Moody: Established in 1886

  3. Students • Modalities • Day School • Independent • Studies • Online • Modulars • Regional • Classrooms

  4. Locations

  5. Locations

  6. Core Systems

  7. ETS Services • ITIL Framework • Centralized Service Desk • Application support • A/V support and production • Web liaison for all of Education • Desktop computer support • Technology implementation Serving People, Not Technology

  8. Web 2.0 Value to Our Service Desk

  9. Service Desk Collaboration • Centralized • Immediate • Comprehensive • Over-communication • Consistent

  10. Knowledgebase Needs • Accessible • Editable • Add new information • Remove outdated information • Centralized policy and procedures • Review workflows • Public-facing • Easily learned

  11. ETS Knowledgebase Solution • Wiki • Wikipedia

  12. ETS Knowledgebase Solution • Wiki • Wikipedia • ETS wiki was initially located in Sakai LMS • Migrated to SharePoint when Sakai pilot completed

  13. ETS Knowledgebase Solution • Wiki • Wikipedia • ETS wiki was initially located in Sakai LMS • Migrated to SharePoint when Sakai pilot completed • Quickly searchable, able to format in WYSIWYG, able to change on the fly, more developed than SOPs or BPs • Disadvantages: Not tied to Service Desk software, requires IE for WYSIWYG editing, currently not able to be public facing

  14. Other Wiki Tools • LMS • Blackboard • Moodle • Sakai • SharePoint/Office Workspaces on live.com • Wikiwig • MediaWiki • http://en.wikipedia.org/wiki/Comparison_of_wiki_software

  15. ETS Wiki

  16. Sample Wiki Page

  17. Wiki Versioning

  18. Wiki Editing

  19. Wiki Searching

  20. ETS Wiki

  21. Online Discussion Boards • Online forum for information sharing • Centralized Information - spreads to entire Service Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location

  22. Online Discussion Boards • Online forum for information sharing • Centralized Information - spreads to entire Service Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location • Tracking - Provides better tracking of discussion than chat tools • Outlook accessible - RSS or other hooks to alert you to new messages

  23. ETS Discussion Board

  24. ETS Discussion Board (Outlook)

  25. Announcement Needs • Quick way to communicate important info • Forward to email (per student feedback) • Site and e-mail needs to be up • Not discussion oriented • Department-wide information sharing

  26. ETS Announcements

  27. Application Change Requests • Centralized location to enter Requests for Change • All system RFCs in one place - Blackboard, A/V Request Form, Wonderdesk • Documentation of change and process

  28. ETS Preview

  29. Other Web 2.0 Tools

  30. Other Web 2.0 Tools

  31. Other Web 2.0 Tools

  32. Summary • Web 2.0 tools bring collaboration to the Service Desk • Wiki knowledgebase • Tech discussion boards • Staff announcements • Change management • New technologies – Skype, RSS, Twitter, Facebook

  33. Questions? Ben Dallmann bdallmann@moody.edu Service Desk Administrator

More Related