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Evaluate UniDesk as Incident Management Tool

Project ID: 
177
Current stage: 
Manager: 
Unit: 
What: 

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:

  1. Summary Paper
  2. Final Report
Why: 

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.

When: 

Status:

Timescales: The University hopes to 'go-live' with UniDesk in October 2010.

Priority:

Time:

How: 

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.

Other: 

Dependencies: C(S)O staff will need to be familiar with ITIL terminology to make best use of this facility.

Risks:

Milestones

Proposed date Achieved date Name Description