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Select and Implement new Help Desk software
05-29-2008 DRL ServiceDesk went live on 05-12-2008 as planned. Some data cleanup has been required but otherwise the application is working smoothly. Training for non-Information SELCO staff is in progress.
05-12-2008 DRL Problems with the data import have forced us to delay the roll-out until Thursday, 05-12-2008. The demo at tomorrow's Users Group meeting will go on as planned.
04-16-2008 DRL The team met on 04-16-2008 to touch base. Most milestones have been completed on time. We are catching up this week on a few that are running late. We are still on track to go live on 05-12-2008.
03-20-2008 DRL The team met on 03-06-2008 and developed a project plan including milestones. We will manage the project using Basecamp (web-based project management software) to evaluate for future projects. Several milestones have been completed, including installation of the software, development of data fields for Asset Management module, and importation of technician information.
02-21-2008 DRL We have selected OPManage Service Desk. An implementation team has been assembled, consisting of:
Donovan
Jonya
Aurora
Mike
Mick
Implementation consists of the following:
Installation (largely complete)
Configuration
Data migration from HelpTrac
Training for SELCO staff and development of orientation materials for users
Configuration decisions will be demonstrated to the full Help Desk and Training team for input before being finalized.
Implementation is to be completed no later than 05-12-2008.
02-04-2008 DRL Mick has installed a demo version of OPManage Service Desk. He will demo it for the Help Desk team on Thursday, 02-07-2008, and get their feedback.
01-22-2008 DRL Help Desk Captain never did respond and has been removed from the list of possible solutions. Mick has downloaded trail copies of the other two; they still need to be installed.
01-10-2008 DRL Select and implement a replacement for HelpTrac. Mick and Jonya have identified three possible software packages:
- Help Desk Captain
- OPManage Service Desk
- RT
Help Desk Captain will probably fall off the list due to our inability to get the vendor to respond to our inquiries. We will set up demo copies of the other packages for evaluation by Systems and Help Desk staff. Our goal is to have demos set up by March with selection and implementation to be completed by the end of August 2008.
