Q3 -- awaiting content

Q3 Fiscal Year 2009 (Jan 2009 - Mar 2009)

-->Accomplishments:

Taken steps toward improving our understanding of data collections and reporting tools such as RT Warehouse data, data in RT itself for daily snapshots, eOn call tracking metrics. Barbara Johnson has begun to generate reports on Service Center and Call Center tickets and how they break down across platforms, products/services, etc. Jozsef Doczi has begun collecting and sharing data extracted from eOn that shows average call time, average work time after calls, as well as abandonment rates, and using those to improveImprove our abilities to mine and share useful data and metrics from RT, eOn. Barbara Johnson taking the lead.
Encourage active use of Hermes; Aim to move more and more content from private Help Desk only space to public space for self-service.
Improve our processes for monitoring and responding to the more challenging network issues that cross between support and OIS. Establish clear Help Desk/OIS liaison to assist in gathering, documenting and updating information we can use to manage customer issues.
Draft proposals for Telephone Help / Computing Help collaboration, and for Service Center redefinition and consolidation.
Begin to tackle challenge of identifying basic unit costs for services provided by the Help Desk

Challenges:

Managing anxieties as we are on the verge of some much needed internal restructuring post layoffs and as we rethink our priorities.
Determining pace and appropriateness of exploring right sourcing of Help Desk services.
Continueing to be hampered by a lack of robust and reliable tools for managing tickets, facilitating data mining, managing billing and financial oversight.

Goals:

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