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Chrissie Kenny

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RE: Enterprise System Portal in TeamDynamix?

Posted By Chrissie Kenny 12-01-2023 12:13:20 PM
Found In Egroup: IT Service Management \ view thread
December 7th is a great time!!!! Chrissie Kenny UNCW IT Service Management Coordinator

RE: Enterprise System Portal in TeamDynamix?

Posted By Chrissie Kenny 11-22-2023 06:10:51 AM
Found In Egroup: IT Service Management \ view thread
We are also exploring ESM at UNCW. Would love to participate in any discussions on this topic. Thank you, Chrissie Kenny IT Service Management Coordinator UNCW

RE: Service Desk Knowledge Base Categories

Posted By Chrissie Kenny 01-31-2023 11:52:55 AM
Found In Egroup: IT Service Management \ view thread
Hello, Does your taxonomy for Knowledge match your Service Catalog taxonomy? Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

RE: Customer experience or customer service maturity models?

Posted By Chrissie Kenny 12-06-2022 08:28:27 AM
Found In Egroup: IT Support Services \ view thread
I would love to attend. Thanks, Chrissie Kenny ITSM Coordinator University of NC Wilmington

RE: Services Page

Posted By Chrissie Kenny 10-27-2022 03:03:15 PM
Found In Egroup: IT Communications \ view thread
Here is our portal myTAC UNCW Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

RE: Computer Hardware Support Model

Posted By Chrissie Kenny 09-02-2022 07:47:46 AM
Found In Egroup: IT Support Services \ view thread
Thank you for all of the information!!! Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

Computer Hardware Support Model

Posted By Chrissie Kenny 09-01-2022 07:39:11 AM
Found In Egroup: IT Support Services \ view thread
Hello, We are hoping to apply a mathematical equation to help us determine how many computer hardware support technicians we need on staff to provide efficient support to our clients. Does anyone currently use any type of formula to assist in determining this? For example: 1) Need (X) amount of technicians ...

RE: upcoming conferences

Posted By Chrissie Kenny 05-19-2022 06:05:25 AM
Found In Egroup: IT Service Management \ view thread
I will be attend TDX Converge. Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

RE: ticket Classification question

Posted By Chrissie Kenny 05-04-2022 12:30:42 PM
Found In Egroup: IT Service Management \ view thread
The decision to reclassify a ticket is most definitely a process/procedural choice. It is nice when the ITSM platform offers this option. Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

RE: ticket Classification question

Posted By Chrissie Kenny 05-04-2022 12:26:11 PM
Found In Egroup: IT Service Management \ view thread
Absolutely! My example was IF a new/replacement monitor needed to be purchased and the group that was purchasing the replacement used the same service management ticketing platform. Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center ...

RE: ticket Classification question

Posted By Chrissie Kenny 05-03-2022 08:28:39 AM
Found In Egroup: IT Service Management \ view thread
There are scenarios where an incident ticket could be reclassified to a service request. For example; the client opens a ticket because their monitor is broken. Upon troubleshooting by the technician, it is determined that the monitor needs to be replaced. In this type of situation, you may want the ...

RE: ticket Classification question

Posted By Chrissie Kenny 05-03-2022 08:22:33 AM
Found In Egroup: IT Service Management \ view thread
Hello, I am sure there are varying opinions on this, but I do try to follow the ITIL definitions as much as possible. Classification: Incident: something is broken, an unexpected service interruption. Service Request: client/user is requesting to be provided with a service. Problem: a cause or ...

RE: TDX Ticket Types

Posted By Chrissie Kenny 03-31-2022 10:10:35 AM
Found In Egroup: IT Service Management \ view thread
Hello, TDX requires us to provide the "Request Type" when we create the service in the client portal. Also, types are important if you want to assign an SLA and allow for creating Time Types, Expense tracking, Group associations, etc. then you will need to create a type for your services. In most cases, ...

RE: Enterprise Service Management - Senior Advisory Group/Executive Steering Committee

Posted By Chrissie Kenny 02-25-2022 10:47:31 AM
Found In Egroup: IT Service Management \ view thread
This is excellent information. Thank you for sharing! Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology Assistance Center Options.

RE: Any interest in an ITSM pre conf workshop at EDU 22?

Posted By Chrissie Kenny 02-10-2022 06:36:28 AM
Found In Egroup: IT Service Management \ view thread
I am absolutely interested! I have a lot of experience from working for a large corporation, but only a couple of years in higher education. I would love to expand my knowledge of ITSM and how it is applied in higher education. Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click ...

RE: separating services in catalog by audience

Posted By Chrissie Kenny 02-04-2022 11:40:22 AM
Found In Egroup: IT Service Management \ view thread
Hello, We are using Team Dynamix and we have created a Service Catalog category of Business Affairs which currently includes HR, Finance, and Registrar. These are separate ticketing applications but not separate client portals. We are in the process of converting our Banner and SSRS paper forms to ...

RE: ITAM ZOOM Call

Posted By Chrissie Kenny 12-15-2021 10:13:38 AM
Found In Egroup: IT Support Services \ view thread
My sincerest apologies to everyone. I truly forgot that I had posted the original meeting invite in both CG groups. I know how busy all of you must be and truly did not intend to be disrespectful. Thanks, Chrissie Kenny ITSM Coordinator Need IT assistance? Click the logo below for Technology ...

RE: ITAM ZOOM Call

Posted By Chrissie Kenny 12-15-2021 09:18:30 AM
Found In Egroup: IT Support Services \ view thread
My apologies to this CG group. Yes, the meeting time was changed. kennyc@uncw.edu is inviting you to a scheduled Zoom meeting. Topic: ITAM Time: Dec 15, 2021 03:00 PM Eastern Time (US and Canada) Join Zoom Meeting https://uncw.zoom.us/j/82845251197?pwd=TytyVnBsMjRSdHhHTFBucUVzbVlSdz09 Meeting ...

SLA KPIs

Posted By Chrissie Kenny 12-08-2021 02:47:09 PM
Found In Egroup: IT Service Management \ view thread
Hello - I recently asked the Metrics CG group these questions, and it was suggested that I should ask this group these questions. I did not receive any feedback from the Metrics group. Reaching out to obtain information on Service Level Agreement metrics. Do you have an overarching SLA for all ...

RE: ITAM ZOOM Call

Posted By Chrissie Kenny 12-08-2021 12:26:50 PM
Found In Egroup: IT Service Management \ view thread
Hello All - I am rescheduling this meeting as a courtesy to those that are not on the east coast, my apologies for neglecting this, to begin with. Same day, just a later time. Thank you for your patience & I apologize for the confusion. kennyc@uncw.edu is inviting you to a scheduled Zoom meeting. ...