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Parallel
Session IV Monday, March 19, 2001
Technology Tools
for Better Service
Facilitator: Sue Hales, Bucknell University
What technology
tools are people using to provide better service? Are there efficient
"remote control" software products that assist Help Desk staff? What
knowledgebase tools are people using? Are you using network management
tools? Server management tools?
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Session
Notes
TECHNOLOGY TOOLS
FOR PROVIDING BETTER SERVICE
Overview (the numbers
indicate the group's level of interest)
- Help Desk Systems
(8)
- Remote Management
and Support (14)
- Groupware (1)
- Automated Call
Distribution (ACD) (0)
- Knowledgebases
(9)
- Server Status Tools
(7)
- Pagers (0)
- PDA's (6)
Remote Management
and Support
- using for software
installs of lab and desktop machines, peoplesoft upgrades, remote server
administration, remote observation and control for support
- problems/issues:
conflicts? taking out machines with an unanticipated configuration?
security? cost? firewalls? politics!
- available tools:
Knowledgebases
- Def: automated
tools to search for problem resolutions
- Types: vendors
provide their own (e.g., Microsoft, Apple), unaffiliated web sites (e.g.,
dogpile.com, support.com), canned knowledgebase products, knowledgebases
that come with a Help Desk system (e.g., HEAT, Bridge 99), homegrown
(e.g., Indiana U.)
- if you build your
own, it's best to emphasize site-specific content
- pro of web-enabled
kbases: you can link to other resources
- referring users
to kbase has pros and cons (self-sufficiency vs. them feeling brushed
off)
- kbases are good
for internal use to provide continuity of knowledge with rapidly changing
Help Desk staff
Systems
- Systems being used
by attendees and *rough* cost estimates:
- HEAT (60K),
- Clientele (35K),
- HelpLine (5
figures),
- Remedy ($140
and up),
- HelpStar (22K),
- Peregrine (180K
and up),
- Bridge 99 (<10K),
- Magic (20K),
and
- homegrown systems
based on ASP, Access, and FileMaker.
- Some are PDA-compatible,
and this can be a big help
- Many can automate
emails to users and support staff; helpful
- Categories for
problem types lets you assign different expected resolution timeframes
based on type
- Are such systems
actually worth the cost and hassle? Yes, probably.
Server Status Tools
- Tools:
- Web-based interfaces
are great because you can see status of services across campus.
- Some of these products
have the ability to email and/or page the responsible person if a service
goes down.
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