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16123 NOREX direct connect Users and Counting

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09/13/17

Downtime Reporting: Planned vs. Unplanned

I was hoping to see if anyone has suggestions for how we might be able to report on planned vs unplanned downtime for business critical … read more ›

4 Comments
09/01/17

Microsoft System Center Service Manager

We are seeking feedback from members using Microsoft System Center Service Manager for their IT ticketing system and request management: Does SCSM have enough features … read more ›

2 Comments
09/22/17

PC Remote Support Policy

A member is looking for an example remote support policy for providing PC support to customers. … read more ›

0 Comments
09/20/17

Moving from current ITSM solution to ServiceNow - Reasons for the move

A member is asking to hear feedback from others that have moved to ServiceNow from another type of ITSM solution. - What solution did you … read more ›

0 Comments
07/12/17

Desktop Support Statistics Survey

I would like to gather statistics on Desktop Support ratios being employed: a. How many desktop support personnel do you currently employ per 1000 desktops? … read more ›

4 Comments
08/21/17

Training programs for IT Support teams

Can anyone share recommendations for training programs for IT Support teams? Either in-person, books, online or other training systems that have worked well for IT … read more ›

3 Comments
09/11/17

IT Staffing Roles and Levels

We are looking to provide our helpdesk and infrastructure team members with a more defined career path. Our current titles and levels are fairly flat. … read more ›

0 Comments
08/21/17

12 hour shift vs. 8 hour shift schedule in a true 24x7 support organisation

We have teams in Russia working 2 12 hour shifts to provide coverage 24 hours a day and teams in India working 3 8 hour … read more ›

2 Comments
03/22/17

Self Help SharePoint Site

I have been tasked with helping design and create a “self-help” SharePoint site for our end users so they can resolve basic technology problems without … read more ›

2 Comments
08/24/17

JIRA ServiceDesk

We are looking at possibly moving to JIRA ServiceDesk. I would like to connect with anyone that has implemented this in the past 3 years. … read more ›

1 Comments
08/24/17

Windows 10/Office 2016 - ISO for Office 2016 32 bit instead of 64 bit

A member is doing a hardware refresh and windows 10 update. Their outside consultant is suggesting that they need the ISO for Office 2016 32 … read more ›

5 Comments
08/17/17

Desktop engineering - Windows 10

A member would like to speak with others regarding their experiences and strategies for Windows 10, preferably in a virtualized space (VDI) with O365. They … read more ›

1 Comments
08/04/17

Benchmark Information for Help Desk Utilization

We are looking for benchmarking information for help desk utilization from other Higher education/schools of our size. We have 689 staff and faculty, and 4119 … read more ›

1 Comments
08/08/17

Asset and Configuration Policy

A member is in the process of rolling out a new Asset and Configuration policy and standing up a Configuration Governance Committee. Can anyone share … read more ›

0 Comments
08/07/17

Chatbot intelligence built-in to ServiceNow or Remedy

We are looking to replace our Service Manager implementation in the coming year with either ServiceNow or Remedy Help Desk. As part of our migration, … read more ›

0 Comments
07/26/17

Help Desk Categories

Looking for any type of document regarding Help Desk categories or a listing of what other organizations have as categories to update a current list. … read more ›

1 Comments
04/13/16

Winddows Workstation and Profile Management

We are looking to automate deployment of our Windows PCs to accomplish refresh of the PC within 1-2 hours. One of the objectives is also … read more ›

2 Comments
07/25/17

Publishing a University's standard image to faculty and staff

I am looking into publishing the University's standard image to faculty and staff. By creating approved packages using SCCM for University education and staff departments, … read more ›

2 Comments
07/13/17

Ticketing System Requirements

We are going to replace our ticketing system and we are listing our requirements for the replacement system. We were wondering what others listed as … read more ›

2 Comments
07/25/17

Dell's Computer System Imaging Service

Are there any other Higher Education members (or others) using Dell's Computer System Imaging Service that can share their experiences. … read more ›

2 Comments
07/27/17

CA Service Management

Has anyone implemented CA Service Management as their incident/inventory management solution? We want to move to a new application, we are currently using Track-It! and … read more ›

0 Comments
07/14/17

ServiceNow Express

We currently use ServiceNow Express as our Help Desk software. We were told this week that the Express version of ServiceNow is being converted to … read more ›

2 Comments
07/18/17

Windows 10 - Default Apps

Our goal: Set the Default Apps so that Adobe Reader is the Default PDF Reader and IE11 is the Default Browser. Users can change this … read more ›

4 Comments
07/19/17

Enterprise Printers - recommendation needed

Looking for feedback on enterprise printers. Currently we have older HP printers which have served us well for the past several years, more recently we … read more ›

1 Comments
07/19/17

ServiceNow IT Business Management

We are planning to use something ServiceNow calls IT Business Management or Project Portfolio Management. I would love to connect with any members that are … read more ›

0 Comments