A proper set of tools are needed to corral support

ABSTRACT

The Information Technology Services Department is responsible for providing centralized computing services for the 11,000+ students and the 2,000+ staff/faculty at North Dakota State University (NDSU) and other enterprise computing services for the North Dakota University System (NDUS). To provide efficient and effective support, the NDSU ITS Help Desk uses a wide variety of tools.Our tool set includes:

• Call management to route and track the incoming and outgoing calls
• System monitoring to know what servers or network devices are up or down
• Problem tracking system to track problems and their resolutions
• Remote assistance to see an end user's computer
• Documentation for consistent support
• Training to ensure the staff is providing quality assistance

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INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management
          Subjects: Strategic information systems planning

General Terms:
Documentation, Management, Standardization, Theory

Keywords:
ACD, Funk Software, North Dakota State University, North Dakota University System, SiteScope, WebEx, automatic call distribution, call management, communication, documentation, help desk, network monitoring, problem tracking system, proxy, remedy, remote assistance, system monitoring, training