1. Helpdesk and Inventory Frustrations, Headaches, and Nightmares

2. Contact Information Tyler Chelf User Support Coordinator tyler.chelf@centre.edu @tylerchelf Luke Hatcher Applications Programmer Analyst luke.hatcher@centre.edu @lukeman

3. Current Helpdesk Over 10 years old PHP3 and SQL User fills out information online Often incorrect or lacking information Cannot open tickets via E-mail Tickets sent to distribution group that then opens ticket manually No way to check status updates online

4. Current Inventory System Built with Helpdesk No bulk import 100% manual entry or removal No means of identifying missing info Moves/upgrades/etc have to be manual Little/No data on system specs Abandoned & Replaced by LARGE Excel file Touched every computer on campus to build

5. New Helpdesk Features Easily add new features Active Directory integration Office location, phone number, E-mail address provided automatically Notification if account is active, disabled, or password expired Easy to check online status updates Inventory integration What a user has sitting on their desk Custom Reporting Show trends w/ hardware, software, users?

6. New Inventory System (Tenative) Easy to add new features Custom forms for different devices (pc, phone, etc) Integrates with “OCS Inventory NG” OCS installed via GPO Collects information on RAM, CPU, HDD, Software, Monitor, installed hardware, etc Flag computers off campus Flag computers still in inventory but not seen for some time Integrates with Bradford Networks Campus Manager Flag computers found on network but not in inventory Bulk import Track warranty & purchase date Reporting to help identify computers for replacement

7. Social Media Blogs Traditionally used for network alerts, updates Share information on projects, methods Explain why decision made to help create transparency Twitter Micro-updates on projects Interact with staff, faculty, students Breakdown the wall between IT and user