web 2.0 tools at the service desk ben dallmann support center manager moody bible institute
TRANSCRIPT
Web 2.0 Tools at the Service Desk
Ben DallmannSupport Center Manager
MOODY BIBLE INSTITUTE
Moody: Established in 1886
Undergraduate; 2746
Graduate, 605 Continuing Educa-tion; 209
Total – 3,560
Students
Modalities•Day School•Independent
Studies•Online•Modulars•Regional
Classrooms
Locations
Locations
Core Systems
ETS Services
• ITIL Framework
• Centralized Service Desk
• Application support
• A/V support and production
• Web liaison for all of Education
• Desktop computer support
• Technology implementation
Serving People, Not Technology
Web 2.0 Value to Our Service Desk
Service Desk Collaboration
• Centralized• Immediate• Comprehensive• Over-communication• Consistent
Knowledgebase Needs
• Accessible• Editable– Add new information– Remove outdated information
• Centralized policy and procedures• Review workflows• Public-facing• Easily learned
ETS Knowledgebase Solution
• Wiki– Wikipedia
ETS Knowledgebase Solution
• Wiki– Wikipedia
– ETS wiki was initially located in Sakai LMS– Migrated to SharePoint when Sakai pilot completed
ETS Knowledgebase Solution
• Wiki– Wikipedia
– ETS wiki was initially located in Sakai LMS– Migrated to SharePoint when Sakai pilot completed– Quickly searchable, able to format in WYSIWYG, able to
change on the fly, more developed than SOPs or BPs– Disadvantages: Not tied to Service Desk software, requires
IE for WYSIWYG editing, currently not able to be public facing
Other Wiki Tools
• LMS– Blackboard– Moodle– Sakai
• SharePoint/Office Workspaces on live.com• Wikiwig• MediaWiki• http://en.wikipedia.org/wiki/
Comparison_of_wiki_software
ETS Wiki
Sample Wiki Page
Wiki Versioning
Wiki Editing
Wiki Searching
ETS Wiki
Online Discussion Boards
• Online forum for information sharing• Centralized Information - spreads to entire Service
Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location
Online Discussion Boards
• Online forum for information sharing• Centralized Information - spreads to entire Service
Desk, which is important when you have a student staffed desk; you can relay info quickly, if all techs are required to read it, or when you are not all in the same location
• Tracking - Provides better tracking of discussion than chat tools
• Outlook accessible - RSS or other hooks to alert you to new messages
ETS Discussion Board
ETS Discussion Board (Outlook)
Announcement Needs
• Quick way to communicate important info• Forward to email (per student feedback)– Site and e-mail needs to be up
• Not discussion oriented• Department-wide information sharing
ETS Announcements
Application Change Requests
• Centralized location to enter Requests for Change– All system RFCs in one place - Blackboard, A/V
Request Form, Wonderdesk• Documentation of change and process
ETS Preview
Other Web 2.0 Tools
Other Web 2.0 Tools
Other Web 2.0 Tools
Summary
• Web 2.0 tools bring collaboration to the Service Desk– Wiki knowledgebase– Tech discussion boards– Staff announcements– Change management– New technologies – Skype, RSS, Twitter, Facebook
