The main idea for a DP&L Helpdesk Initiative was to reengineer the current helpdesk ticketing process which the end result will be able to enhance reports, provide options to the customers like retrieving knowledge and placing tickets, and also to assist the current helpdesk personnel

Moody, Brian H.

Sisco, Jackie N.

English

CORE

Wright State University CORE Scholar Master of Information Systems Capstone Executive Summary ISSCM Master Programs 2014 DHDI-DPL Helpdesk Initiative Brian H. Moody Wright State University - Main Campus Jackie N. Sisco Wright State University - Main Campus Follow this and additional works at: https://corescholar.libraries.wright.edu/master_infosystems  Part of the Management Information Systems Commons Repository Citation Moody, Brian H. and Sisco, Jackie N., "DHDI-DPL Helpdesk Initiative" (2014). Master of Information Systems Capstone Executive Summary. Paper 13. https://corescholar.libraries.wright.edu/master_infosystems/13 This Abstract is brought to you for free and open access by the ISSCM Master Programs at CORE Scholar. It has been accepted for inclusion in Master of Information Systems Capstone Executive Summary by an authorized administrator of CORE Scholar. For more information, please contact library-corescholar@wright.edu. DHDI-DPL Helpdesk Initiative Students: Brian H. Moody and Jackie N. Sisco Faculty Advisor: Shu Schiller The main idea for a DP&L Helpdesk Initiative was to reengineer the current helpdesk ticketing process which the end result will be able to enhance reports, provide options to the customers like retrieving knowledge and placing tickets, and also to assist the current helpdesk personnel.  To start the reengineering of the ticketing process, the Capstone team performs an analysis of past tickets which will provide a better understanding of the types of request and incidents.  The results from the analysis will be used to provide ideas from many brainstorming sessions that could be accomplished within a few months.  Many options from the sessions are provided in this document and the approved options for this Capstone project are described in more detail plus what was performed by the Capstone team on the approved options.  The Capstone team then reflects on the project and the report concludes on the results from this project. The implementation of this project meet the goals.  

DHDI-DPL Helpdesk Initiative

https://corescholar.libraries.wright.edu/cgi/viewcontent.cgi?article=1012&amp;context=master_infosystems

DHDI-DPL Helpdesk Initiative

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