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!