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