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Evaluate UniDesk as Incident Management Tool
Description: The University have replaced their Call Management System with UniDesk and we should evaluate the possibility of using the same tool.
Deliverables: The UniDesk package introduces a more comprehensive tool for Incident Management with scope for providing Problem Management, Change management, Release Management etc. in the near future. It is based on ITIL guidelines.
Delivered documentation:
Customer: The C(S)Os would use this tool instead of Request Tracker. End-users, in the first instance, should see little difference, but a self-service portal is to be implemented which they will be able to use to report/check incidents.
Case statement: Introducing UniDesk should help us:
- provide a more streamlined support service
- allow us to communicate with central IT support more easily
- allow us to build a comprehensive knowledge base
We will also be able to downgrade our existing Request tracker to read only in the short term and remove it completely in the longer term.
Status:
Timescales: The University hopes to 'go-live' with UniDesk in October 2010.
Priority:
Time:
Proposal:
Resources:
Plan: The first action will be to consider whether we should use the IS helpdesk as the first port of call for our support calls.
Dependencies: C(S)O staff will need to be familiar with ITIL terminology to make best use of this facility.
Risks:
Milestones
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