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- W2087804541 abstract "At Louisiana State University (LSU) we had a problem. The problem was angry customers, high call abandonment rates, missed support call appointments, inaccurate or inadequate incident descriptions, and inadequate incident tracking. Our Information Technology Service (ITS) Help Desk was failing. In May 2007 management made the decision to completely re-vamp the department with all new management and staff.The new management and staff set out with a mission to hire and train two new full-time staff members and thirty new student staff before the beginning of the fall 2007 semester. The first weeks were spent identifying the low hanging fruit that could be fixed immediately, and developing documentation for common help calls so that we could hire and get new staff trained quickly.In this presentation we will describe our journey, the obstacles that we faced, the progress that we have made, the lessons that we have learned, and the path that we are now taking to implement ITIL best practices and transform our help desk into a service desk. You decide if you want to leave a trail or make a path?" @default.
- W2087804541 created "2016-06-24" @default.
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- W2087804541 date "2008-10-19" @default.
- W2087804541 modified "2023-09-25" @default.
- W2087804541 title "Do you want to leave a trail or make a path?" @default.
- W2087804541 doi "https://doi.org/10.1145/1449956.1450023" @default.
- W2087804541 hasPublicationYear "2008" @default.
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