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The Evolution of an IT Service Desk

Published: 11 September 2018 Publication History

Abstract

When the manager of our service desk retired after 35 years of service to the college, it became apparent that change is on the horizon. When I took on the responsibility of filling that role, it was with the understanding that there would be much to learn about the way things had been done and, more importantly, "why?". The IT Service Desk I manage has 30 student employees, 1 full time staff assistant, and is the forward face of our IT Services department of 44 full time employees. With about 6,500 students and over 1,200 faculty and staff, this BYOD campus can present some challenges to IT. Leveraging ITIL and ITSM standards can help build the base from which we can move campus IT forward, but before we started there were some questions to answer: Do we have the tools we need? What data do I need to make decisions? Is my staff properly trained? What needs to change? Is it possible to have a proactive support model for our users? How are we doing? The path we took in answering these questions illuminated some key takeaways which are applicable to other universities and colleges. We found that although change is inevitable, it doesn't have to be painful.

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cover image ACM Conferences
SIGUCCS '18: Proceedings of the 2018 ACM SIGUCCS Annual Conference
September 2018
203 pages
ISBN:9781450355827
DOI:10.1145/3235715
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 11 September 2018

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Author Tags

  1. itil
  2. itsm
  3. proactive support model
  4. service desk

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  • Research-article

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SIGUCCS '18
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SIGUCCS '18: ACM SIGUCCS Annual Conference
October 7 - 10, 2018
Florida, Orlando, USA

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Overall Acceptance Rate 123 of 170 submissions, 72%

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