Transcript Slide 1

Web 2.0 Tools at the Service Desk
Ben Dallmann
Support Center Manager
MOODY BIBLE INSTITUTE
Moody: Established in 1886
Students
Graduate, 605
Undergraduate,
2746
Continuing
Education, 209
Total – 3,560
Modalities
•Day School
•Independent
Studies
•Online
•Modulars
•Regional
Classrooms
Locations
Locations
Core Systems
ETS Services
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ITIL Framework
Centralized Service Desk
Application support
A/V support and
production
• Web liaison for all of
Education
• Desktop computer support
• Technology implementation
Web 2.0 Value to Our Service Desk
Service Desk Collaboration
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Centralized
Immediate
Comprehensive
Over-communication
Consistent
Knowledgebase Needs
• Accessible
• Editable
– Add new information
– Remove outdated information
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Centralized policy and procedures
Review workflows
Public-facing
Easily learned
ETS Knowledgebase Solution
• Wiki
– Wikipedia
ETS Knowledgebase Solution
• Wiki
– Wikipedia
– ETS wiki was initially located in Sakai LMS
– Migrated to SharePoint when Sakai pilot completed
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
Other Wiki Tools
• LMS
– Blackboard
– Moodle
– Sakai
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SharePoint/Office Workspaces on live.com
Wikiwig
MediaWiki
http://en.wikipedia.org/wiki/Comparison_of_wiki_
software
ETS Wiki
Sample Wiki Page
Wiki Versioning
Wiki Editing
Wiki Searching
ETS Wiki
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
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
ETS Discussion Board
ETS Discussion Board (Outlook)
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
ETS Announcements
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
ETS Preview
Other Web 2.0 Tools
Other Web 2.0 Tools
Other Web 2.0 Tools
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
Questions?
Ben Dallmann
[email protected]
Service Desk Administrator