Arts: Mathematics and Computer Building (MC) 2018A, 1:30-3:00 pm

Focus of this meeting: Intro to Information Technology Infrastructure Library (ITIL), Helpdesk collaboration and cooperation, processes and procedures

  1. Intro to ITIL (Lisa)
  2. Helpdesk and co-op training and co-op manuals/documentation (Cheryl, Peggy, Lisa)
  3. Branding (Cheryl)
  4. Common/standard services across helpdesks (all)
  5. Common resources/systems (all)
    • Waterloo Identity and Access Management (WatIAM)
    • Infoblox
    • etc.
  6. Common tools (all)
    • Request Tracker (RT)
    • Bomgar
    • communication channel between helpdesks (video chat/chat/email/other) -e.g Movi?
    • malware removal tools
  7. Waterloo helpdesks web site (Cheryl)
    • Service catalogue
    • Tools
    • Live chat
  8. Customer focus (all)
    • Surveys, where done?
  9. Goals
    • minimize runaround
    • share documentation/training (co-ops)
    • workflow (discuss)
    • promoting/advertising help desks