Project

Remedy

Concept Review

Request to complete the Planning Phase of the Help Services Tool Enhancement Project. This effort will implement the recommendations from the Stanford-MIT Benchmarking Study (http://web.mit.edu/is/about/benchmarking/). This will require the approval from both the System Governance Group and the System Budget Group.

Stanford Remedy Environment
HelpSU	Etc.
	CF Anomaly Bug
	ITSS Projects
	Nova
	Issue Tracker
	CR & DR Tracker
	Code & Problem Tracker
	BenefitSU
AR Mid-Tier (web) software
AR System Server software
Oracle database

Scope

In June 2002 a joint Stanford-MIT team was launched to study the similarities and differences in the Help Desk services provided within each institution. This resulted in a report of findings and recommendations in November 2002, and was refined further with current data in July 2003. To now transition these findings into the operations, this will include four milestones:

Implementation of a self-service password reset tool for SUNet id's
Implementation of enhancements to the Remedy applications (including HelpSU, Change Management, Time Tracking)
Creation of an automated dashboard reporting
Implementation of a pilot knowledge management system

The purpose of this project is to improve efficiencies of ITSS Help Services, empower the clients with automated tools, and communicate metrics regarding service levels. This is through improvement of our existing service request system tool (HelpSU), the addition of a new self-service tool (password reset for SUNet Id's), as well as the increased ability to access customer support information and resolutions (through a pilot knowledge management system and a metrics dashboard).

While some work has already begun in some of these areas, our plans are to immediately begin scoping out each of the four milestones discretely with timelines and resource planning.