IT Higher Education – How Do Your Issues Compare?

May 6, 2010

According to the Educause 2009 Survey, these were the
Top 10 IT Issues for Higher Education: 

  • Funding IT
  • Administrative/ERP Information Systems
  • Security
  • Infrastructure/Cyber Infrastructure
  • Teaching and Learning with Technology
  • Identity/Access Management
  • Governance, Organization, and Leadership
  • Disaster Recovery / Business Continuity
  • Agility, Adaptability, and Responsiveness
  • Learning Management Systems

How do the issues at your college or university compare?

If you want to make some improvements, you might want to start with one or two of your IT issues that are easy for you to get your arms around. Measure and assess your baseline metrics (where you are now), set goals for where you want to be (KPIs), and create specific steps for how you are going to achieve them (action plans).

Check out SMA’s white paper on how to assess IT Gaps.


What You Don’t Know Can’t Hurt You, Right?

May 6, 2010

 

What do you know about the software your end-users have installed?

One of the most hidden and unexpected costs in your organization can come from NOT KNOWING enough about the thousands of already installed software applications.

Have you checked your software lately? Many of our clients use Discovery to help them monitor and enforce their company’s “acceptable usage” policies. 

They also use Discovery to cut the waste from their IT budgets and plan for future hardware and software needs. For example, they track what applications are being used, how often and by what users, to help reduce licensing maintenance and increase efficiency regarding new software (and hardware) purchases.

Have 2 minutes? Take a Tour of Discovery.


HEAT Software Tip: Hiding the Call Logging Dashboard

May 4, 2010

    
In the later versions of HEAT, Call Logging shows a dashboard upon startup.  This dashboard gives the HEAT User valuable tools to jump to personal call groups, as well as the ability to see ticket count by priority or calltype.  However, you may not want the dashboard to appear at all. 

There are two ways to hide the Call Logging Dashboard:

1)  User Preferences
One way to remove the Call Logging Dashboard is to go to Edit >
User Preferences > Display Tab
.  At the bottom you will see the box “Show Dashboard At Startup.” 

Uncheck this box and the dashboard will not appear again on your computer.

2)  Registry Setting
A more technical option to removing the Call Logging Dashboard may be a bit more useful for those with many HEAT Users.  Since the dashboard visibility setting is stored in the registry, a small registry file can be pushed across the network to many HEAT Users. 

To begin, create a file called HideDashboard.reg.  Open it, paste the following text into the file and save:

[HKEY_CURRENT_USER\Software\FrontRangeSolutions\HEAT\
CallLog\Options]
“ShowDashboard”=”0″

The dashboard will not appear on the HEAT User’s computer.

We highly recommend that you test the file before distributing to other HEAT Users.  Also, be sure to follow all Microsoft procedures on how to handle advanced registry settings.


Knowledge Management “No-Brainers”

April 21, 2010

 

Knowledge Management best practices are not rocket science, they’re largely common sense.

Basic Truths of Knowledge Management:

Truth 1: Customer access to knowledge reduces call volume

Truth 2: More accurate answers reduces call length and increases customer satisfaction

Truth 3: Access to a knowledge base will help first level support to have more resolutions without needing 2nd+ level help

Truth 4: If all support personnel have access to the same knowledge, solutions will be more accurate and consistent

And now for the Pearl of Wisdom:

Knowledge Management is more than data and information. Information becomes knowledge only when it is in the hands of someone who knows what to do with it!

More on KM Best Practices and Solutions.


Help! I Need a Help Desk Assessment!

April 21, 2010

…- – -…   …- – -…   SOS !!!

“I know we need a help desk assessment, but where do I start?” 
We hear that from many companies.

Your goal should be to use the help desk assessment to find your
“IT Gaps” and create a practical, itemized action plan that can result in reductions in IT-related costs, reduced call volumes, increased customer satisfaction, higher quality of support, and improved allocation of resources.

Whether you conduct an IT assessment on your own or enlist an outside consultant, here’s a checklist of key areas to cover:

  • Business Processes
  • Call Flow and Logging Procedures
  • Escalation Rules
  • System/Database Integration
  • Management Reporting
  • Service Level Agreements
  • IT Asset Discovery and Compliance
  • Knowledge Management
  • Customer Self Service
  • Management Policies and Procedures

Need more information on help desk assessments?
Read SMA’s White Paper:  Assessing IT Service Management Processes: A 5-Step Approach to Enhancing Support.


Help Desk Introspection – Call Flows

April 12, 2010

 

Think about it… doesn’t tax time force us to take a personal inventory each year? Spring is also not a bad time to schedule an annual look at your IT service management function.

You can even pick one or two aspects to review like:

  • How do you review and log calls for support in your help desk system?
  • What are your call escalation procedures?
  • What’s your process for notifying customers about their issues and resolutions?
  • How are your issues resolved and documented?

Want more ideas? Check out SMA’s 5 Step Approach to Enhancing Support White Paper.

What works for you? We’d love to hear your ideas.


Adding Value to the Support+Customer Relationship

April 12, 2010

 

Clients often ask us, “How can we build rapport and establish positive relationships between our support team and our customers?”

By nature of the job, when do customers talk to the help desk? When there is a PROBLEM!  We think it’s a great idea to initiate regular communication about POSITIVE things.

Why not try a monthly eNewsletter (from the help desk guys and gals) for communicating helpful ideas — like tips and suggestions that address the most common, recurring issues. Or, a list of upcoming training classes and what they will learn.

And don’t be afraid to toot your own horns when things go right.  Had a successful project lately, like the roll-out of a new application with “no down time?”  Thank your help desk staff and thank the customers. Go team go!


Penthouse View for the IT Department?

July 22, 2009

phOK, so maybe that’s pushing it a bit, but over the last few years I’ve noticed that IT departments appear to be moving up to higher floors and nicer offices. Back in the ’90’s it seemed that when I would visit a client for a meeting, the IT departments were often in the basement, sometimes without windows and almost always cramped conditions.   

But with the surge in newer, faster technology came the reliance on IT in areas never before seen and the role of the IT department expanded rapidly.  And as the “business” relied more and more on IT to manage the flow of information, improve operational efficiencies and quite frankly, run the business, things seemed to change.  In some cases, CIO’s became more important than CFO’s and Directors of IT found themselves as true peers with Directors of Sales. 

So it is only fitting that with the rise of the IT Department up the corporate ladder over the past 10 years, the view should improve for the IT professionals that made it all possible.  And if the penthouse is too much to ask for just yet, what about a nice corner office?


My Record in the Profile Table

June 2, 2009

Howdy All,

As I sit here on a beautiful Sunday afternoon watching my 2 year old son laugh at me while nursing a sunburn, I think about how I can spend the next few minutes telling you a little about who I am, where I’ve been, and what I love to do.  Aside from the usual braggery that could happen, I hope that what I say and illustrate can catch the ears of the deaf and eyes of the blind, but not in the literal sense.  You know what I mean.

My plan is to set up this intro blog to capture your attention so that you’d simply want more.  I hope to string ‘em together in a way much like a puzzle, where the last one read will bring sense to its predecessor.   Read: stay caught up…if you can. 

So far I bet you’re wondering if the parental units dropped me on my head as a little guy.  It’s hard to say.  Not much in the way of instant video back in the day so it’s something you’ll never prove.  But… after a couple of seconds of second thought, and feeling around up there I’m pretty sure my grape is in its original intended shape.   I digress.

At the ripe old age of 33, I’m a consultant for one of the best companies in my history of best companies I’ve been employed.  That would make SMA the best of the best so far.  For two years there mid-decade, I ran my own consulting gig doing similar stuff – but boy is it hard stuff, so my hats are off to business owners… I don’t think I own a hat, but you know what I mean.  Years before that, I did the same thing for another consulting company.  So here I am, doing some good work like customizing and training HEAT, and writing custom SQL Reporting Services reports – or basically whatever they want me to do.

Let’s skip back a few years.  I grew up and graduated high school from a small town north of Houston, raised in a typical family setting.  My dad was a 25 year homicide detective for the Houston Police, while my mom stayed home and watched us wreck the house.  However at the end of the day when dad came home, we’ll just say things magically fell in array.  His presence called for order – always.  I loved my childhood.  Does that sound facetious?

I graduated Texas A&M – CC, class of ’98.  But before, I spent a couple of awkward semesters not knowing what I wanted to do as a CS major, so I decided on the MIS degree performing well while living the college life.   About half way, I found myself working on campus there as a computer tech, using software called HEAT.  More on the college life experiences later.  I’m afraid posting too much stuff at one time – might just bring the internet down doing it!

Fast forward to 13 years later, it’s neat to say we are showing people how to make HEAT do things you would never think.  But in the 13 years, I’ve had the opportunity to learn how helpdesks, call centers, and service desks of ALL types work too.  I’ve met IT managers of all types and helped them build very interesting systems.  I’ve done some dumb things too.  In my past inexperience’s, I’ve directed some down the wrong path in my opinion.   Pray tell Randall?  The more I think, my thoughts are that the latest project was better than the one before.  Some might see it as this:  You’re getting the best until the next job  – just kidding.  Maybe I can disclose and expose some of these experiences one day.  I have a feeling it might put the brakes on some things you’re looking to do.  Who knows.

My dreams are to move up the ladder of academia, but it’s been a slippery ladder at times.  Every now and then some part of life will smear butter or something slippery on a step every now and then, causing me to slip and wade through dilatory problems before I can get a good grip onto the next step.  For now, SMA is definitely that better grip or step if I may.  Sort of like a child-proof, sandpaper covered, de-iced, covered with an awesome insurance policy type of step in life.  Back to the academia pre-tangent speak, I see myself obtaining a Master’s in Education soon, possibly going further.  The fact is I love to teach, when I’m in the mood.  Seriously it is something fun and enjoyable.  Nothing beats putting a classroom to sleep.  Who are we kidding?

So let’s go ahead and wrap this one up.  In one word I can describe myself as… wait – one word?  I need more time on that one!  More after the break.


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