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Helpdesk and Inventory<br />Frustrations, Headaches, and Nightmares<br />
Contact Information<br />Tyler Chelf<br />User Support Coordinator<br />tyler.chelf@centre.edu<br />@tylerchelf<br />Luke ...
Current Helpdesk<br />Over 10 years old<br />PHP3 and SQL<br />User fills out information online<br />Often incorrect or l...
Current Inventory System<br />Built with Helpdesk<br />No bulk import<br />100% manual entry or removal<br />No means of i...
New Helpdesk Features<br />Easily add new features<br />Active Directory integration<br />Office location, phone number, E...
New Inventory System (Tenative)<br />Easy to add new features<br />Custom forms for different devices (pc, phone, etc)<br ...
Social Media<br />Blogs<br />Traditionally used for network alerts, updates<br />Share information on projects, methods<br...
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Helpdesk and Inventory: Frustrations, Headaches, and Nightmares - Tyler

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Transcript of "Helpdesk and Inventory: Frustrations, Headaches, and Nightmares - Tyler "

  1. 1. Helpdesk and Inventory<br />Frustrations, Headaches, and Nightmares<br />
  2. 2. Contact Information<br />Tyler Chelf<br />User Support Coordinator<br />tyler.chelf@centre.edu<br />@tylerchelf<br />Luke Hatcher<br />Applications Programmer Analyst<br />luke.hatcher@centre.edu<br />@lukeman<br />
  3. 3. Current Helpdesk<br />Over 10 years old<br />PHP3 and SQL<br />User fills out information online<br />Often incorrect or lacking information<br />Cannot open tickets via E-mail<br />Tickets sent to distribution group that then opens ticket manually<br />No way to check status updates online<br />
  4. 4. Current Inventory System<br />Built with Helpdesk<br />No bulk import<br />100% manual entry or removal<br />No means of identifying missing info<br />Moves/upgrades/etc have to be manual<br />Little/No data on system specs<br />Abandoned & Replaced by LARGE Excel file<br />Touched every computer on campus to build<br />
  5. 5. New Helpdesk Features<br />Easily add new features<br />Active Directory integration<br />Office location, phone number, E-mail address provided automatically<br />Notification if account is active, disabled, or password expired<br />Easy to check online status updates<br />Inventory integration<br />What a user has sitting on their desk<br />Custom Reporting <br />Show trends w/ hardware, software, users?<br />
  6. 6. New Inventory System (Tenative)<br />Easy to add new features<br />Custom forms for different devices (pc, phone, etc)<br />Integrates with “OCS Inventory NG”<br />OCS installed via GPO<br />Collects information on RAM, CPU, HDD, Software, Monitor, installed hardware, etc<br />Flag computers off campus<br />Flag computers still in inventory but not seen for some time<br />Integrates with Bradford Networks Campus Manager<br />Flag computers found on network but not in inventory<br />Bulk import<br />Track warranty & purchase date<br />Reporting to help identify computers for replacement<br />
  7. 7. Social Media<br />Blogs<br />Traditionally used for network alerts, updates<br />Share information on projects, methods<br />Explain why decision made to help create transparency<br />Twitter<br />Micro-updates on projects<br />Interact with staff, faculty, students<br />Breakdown the wall between IT and user<br />
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