Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager MOODY BIBLE INSTITUTE.

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• Accessible• Editable– Add new information– Remove outdated information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

Questions?

Ben [email protected]

Service Desk Administrator