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 firstname.lastname@example.org) 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.
Computing and Media Services
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