Helpdesk (HD) Initiatives meeting Summer 2013 (August 19, 2013, 3-4pm)

Mathematics and Computer Building (MC) 2018A

The mission of the Helpdesk Initiatives group is to work together to enable all IST Service Desk on campus to improve service to users. This could include: documentation, communication, marketing, tools and solutions, training, and service processes.

1. Welcome
2. Thanks to Lawrence for doing minutes this meeting.
3. Agenda items to add?
4. Review minutes and action items from last 2 meeting:
   • June 3rd 2013 Helpdesk initiatives meeting minutes
     • review
   • May 8th 2013 Helpdesk initiatives meeting minutes
     • Mission live at: FACulty Computing User Support (FACCUS) website: Mission of the Help Desk Initiatives subgroup: The mission of the Help Desk Initiatives subgroup is to work together to enable all IST Service Desk on campus to improve service to users. This could include: documentation, communication, marketing, tools and solutions, training, and service processes.
     • Social events:
       • timing for fall term:
         • mid September?
         • 4:30 Bomber and Sat AM Mel’s?
     • Referrals PowerPoint presentation to share
     • Documentation for new coops from Nitish/Cheryl – does everyone have a copy to use for their coops if they can't attend the training?
     • Sara – to share report on help desks at the end of her term
5. Fall planning
   • Training
     • Nitish/Lisa
     • Lisa - Client Services (CS) with Organizational & Human Develoment (OHD)
   • Web site update and it's use in training (Cheryl)
   • Advertising - what? where? how?
6. Request Tracker 4 (RT4) project update and feedback
7. Information Technology Infrastructure Library (ITIL) project update and feedback
8. Review action items from this meeting and dates associated with them.