Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager MOODY BIBLE INSTITUTE.
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Transcript of Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager MOODY BIBLE INSTITUTE.
![Page 1: Web 2.0 Tools at the Service Desk Ben Dallmann Support Center Manager MOODY BIBLE INSTITUTE.](https://reader036.fdocuments.us/reader036/viewer/2022062515/56649d1f5503460f949f304d/html5/thumbnails/1.jpg)
Web 2.0 Tools at the Service Desk
Ben DallmannSupport Center Manager
MOODY BIBLE INSTITUTE
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Moody: Established in 1886
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Undergraduate; 2746
Graduate, 605 Continuing Educa-tion; 209
Total – 3,560
Students
Modalities•Day School•Independent
Studies•Online•Modulars•Regional
Classrooms
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Locations
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Locations
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Core Systems
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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
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Web 2.0 Value to Our Service Desk
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Service Desk Collaboration
• Centralized• Immediate• Comprehensive• Over-communication• Consistent
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Knowledgebase Needs
• Accessible• Editable– Add new information– Remove outdated information
• Centralized policy and procedures• Review workflows• Public-facing• Easily learned
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ETS Knowledgebase Solution
• Wiki– Wikipedia
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ETS Knowledgebase Solution
• Wiki– Wikipedia
– ETS wiki was initially located in Sakai LMS– Migrated to SharePoint when Sakai pilot completed
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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
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Other Wiki Tools
• LMS– Blackboard– Moodle– Sakai
• SharePoint/Office Workspaces on live.com• Wikiwig• MediaWiki• http://en.wikipedia.org/wiki/
Comparison_of_wiki_software
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ETS Wiki
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Sample Wiki Page
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Wiki Versioning
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Wiki Editing
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Wiki Searching
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ETS Wiki
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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
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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
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ETS Discussion Board
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ETS Discussion Board (Outlook)
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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
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ETS Announcements
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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
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ETS Preview
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Other Web 2.0 Tools
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Other Web 2.0 Tools
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Other Web 2.0 Tools
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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