SharePoint: Who Knew This Was Such a Great Process ... · Analyst Microsystems Support 2 Michael...

SharePoint: Who Knew This Was Such a Great Process Management Tool?Lawrence Daniel, Director DSAES IT Services & Special Programs

Rob Driskell, Micro Systems Analyst II Phillip Gross, Assistant Manager – Information Systems

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Presentation Overview

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

• DSAES IT Services Department Structure and Support • How SharePoint is used by DSAES IT Services

• Desktop Support• Website Support

• What the benefits and advantages are to using SharePoint• Prioritizing and tracking• Process Management/Workflow/Customer Service Tool

• Does your department use SharePoint? • Share your story!

Lawrence DanielDir. DSAES IT Services &

Special Programs

Sam T. NguyenMgr. Division Info

Services 2

Le Nguyen Assistant Manager User

Services Support

Giang TranUser Services

Specialist

(3) Student Assistants

Rob Driskell Analyst Microsystems

Support 2

Michael HenryAnalyst Microsystems

Support 1(as of June 1, 2016)

(2) Student Assistants

Phillip Gross Assistant Manager

Information Systems

Kyle StehlingWeb Developer 2

Renita Williams Web Developer 1

Darryl CreeksSystems Analyst

Eli AaronSystems Administrator

University IT

User Services, Desktop

Support &Security

Management Applications, Database & Web

Services

DSAES IT Services Organization Chart

New Staff added in April 2015 dedicated to User Services, Desktop Support & Security Management for Enrollment Services’ Departments.

Information Resource & Technology

Management

Server Administration

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

MissionDSAES IT Services is committed to providing reliable support and innovative technology solutions for department services, programs and resources that sustain an environment dedicated to student success.

VisionWorking collaboratively, DSAES IT Services will maintain an efficient and proactive information technology environment that provides seamless support, elevates staff productivity, and supports Tier One programs, while seeking to contribute to increased student retention and graduation rates.

DSAES IT SERVICES

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

We provide support…10 Fee-Funded Student Organizations16 Department Specific Applications &

Databases26 DSAES Departments24 Servers50 Websites

1,335 Computers

DSAES IT

Services

Hardware &

Software Support

Department Server

Support

Application & Database

Support

Web Support

IT Security Support

Desktop Support

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

• Stores Documents and Content• Microsoft Web Content Management System• Access via the Web• Easily Shared among co-workers in a Corporate web

environment

Desktop Support Ticket Request

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

End User Email Notification

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

IT Tech Email Notification

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

IT Tech Dashboard

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Benefits and Advantages

• Added Assessment to our Tickets for immediate Customer Feedback• Easy access to web based tools we use in IT• Allows for a Knowledge Database of issues and resolutions by system, issue,

or person• Tracking metrics for all different kinds of data on computers, users, issues,

resolutions etc.• Allows us to keep an online inventory of who has what computer and where

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Web Support Ticket Request Form

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Ticket Request Receipt

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Ticket Request Tracker

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Ticket Assignment Receipt

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Request For Additional Information

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Ticket Completion

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Assessment

Benefits & Advantages

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

• Prioritize Website Updates & Request• Assign Request based on staff responsibility• Data Tracking – i.e. number of requests by department or average time to

complete a request• Assessment tool to gauge timeliness and customer satisfaction

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

Questions & AnswersShare Your Story!

CREATING CONNECTIONS ACROSS CAMPUSES: MOVING 4WARD

HAVE A GREAT WEEKEND!