Transcript 3.11.2016 CT Helpdesk

Supporting CS
Transitioning to DSC & Go Live
DSC IT Help Desk
 FalconAid – Student Helpdesk
 Falcon Online – Distance Learning
 Helpdesk – Students, Faculty & Staff
Now one Helpdesk
number ext 3950
DSC IT Help Desk
Types of Requests
TR- Technology Request
SR – Service Request (incident)
Problem Management
Enrollment Services Staff Tickets
Known Error
A 'Problem' is the unknown cause of one or more
incidents, often identified as a result of multiple similar
incidents.
A 'Known error' is an identified root cause of a Problem.
Help Desk Methodology
ITIL – IT Infrastructure Library
Global set of best practices
For managing help desks.
April 10th
We start driving
Students to both
Systems.
Expect high traffic
Two Systems – One MyDaytonaState
What the switch looks like!
Self Service Portal Launch Video
Austin Video on All Bunkers
A-Team
Attitude is Everything