Steve Wade
(SNL/Kemtah)
13/05/2008, 11:00
Helpdesk, ServiceDesk and Issue Tracking
Presentation
Across the country, IT organizations are assessing how they manage their IT services and the changes, complex and simple, they can implement to improve efficiency as well as customer satisfaction. Many ITOs have found that transforming to a Service Desk enables the business to function better and improves IT services for end users.
This presentation is focused on IT operational managers and...
Lisa Soto
(BNL)
13/05/2008, 11:45
Helpdesk, ServiceDesk and Issue Tracking
Presentation
The Information Technology Division (ITD) at Brookhaven National Laboratory (BNL) procured the web-based Numara Footprints product in July 2007 to replace HP Service Desk for tracking help desk incidents.
This talk will discuss the implementation process including requirements gathering, designing the workflows, and training the staff, culminating in the successful deployment on March 1,...
Bob Beane
(ORNL),
Sheila Causby
(ORNL)
13/05/2008, 13:30
Helpdesk, ServiceDesk and Issue Tracking
Presentation
The ORNL IT helpdesk operation and staff have been consolidated in a centralized group. During this time, we have installed a new helpdesk software application, incorporated ITIL framework elements, expanded service to 24x7 and implemented many new operating procedures and services. We will discuss the approach taken to the centralization effort, challenges, customer expectations, lessons...
Thane Price
(Idaho National Laboratory)
13/05/2008, 14:15
ITIL and ISO20000 Experiences
The Idaho National Laboratory has embarked on Service Management by hiring IT Business Representatives and following the ITIL framework for improving business processes. Come see what progress is being made and what has been done.
Shelli Goodrich
(LLNL)
13/05/2008, 15:30
ITIL and ISO20000 Experiences
Presentation
Bio: Shelli Goodrich is a Systems and Network Technologist at Lawrence Livermore National Laboratory; Goodrich has a Bachelors of Arts Degree in Human Development and brings 10 years of public education experience to her current role as an IT professional. Goodrich presented ‘You, Me and IT’: A Customer Service Perspective at NLIT 2007.
Objective: To provide participants with useful...
Barbara Jennings
(SNL)
13/05/2008, 16:15
Presentation
In the information age businesses use terms such as Information Technology and Management of Information Systems, to identify a variety of technology based services that incorporate computer based information systems. Management of information is vital to the operation of an organization, and essentially becomes a capital asset for the organization. However, this simple idea is not so simple...