All Mgrs Mtg-2008.08.06-Help

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Title All Mgrs Mtg-2008.08.06-Help
Subject Information Technology
Description IT Highlight: Campus Help Desk - Scott Lloyd Fall semester 2008. Each August (semester start) call volume goes up: they get 5500 calls. Working on first call resolution. Top issues: passwords. There are 1800 APs installed for wireless - this means lots of wireless calls. Students get moved to a secure VLAN if they are doing P2P or have a virus. CHD is the go-between when that happens. They are focusing on ITIL processes: incident mgt, problem mgt (Earl Lewis is the OIT Problem Manager), knowledge mgt. Let the CHD know if you have solved a problem and they'll put it in their knowledge base. Contacting the CHD: used to have a hotline (a few people still call it). Of value? Yes. If you need or want the hotline number, contact the CHD (581-4000 option 1 or helpdesk@utah.edu) and they'll give it to you (don't want it in the notes or the meeting recording). Demian: is the KB public? Scott: that's in the future - we're moving towards it. Currently they are using Remedy. Web ticket prospects? Yes.
Publisher Computing and Media Services
Type Image
Format video/mp4
Language eng
Rights Management Digital version copyright 2008, University of Utah. All rights reserved
Holding Institution Computing and Media Services, Marriott Library, University of Utah
Scanning Technician UUMM
ARK ark:/87278/s6959m71
Setname uu_mmc_mr
Date Created 2011-08-28
Date Modified 2015-03-13
ID 232848
Reference URL https://collections.lib.utah.edu/ark:/87278/s6959m71
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