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Attached is our machine naming standard document. This standard covers any system that is not a server or network infrastructure. For those who are hybrid or WFH, the building and room of the department office (usually the admin assistant) are used. Technical specifications are tracked in our agent-based ...

Chrissie and Marie, I second the recommendation for looking up Jeff Rumburg and MetricNet. They have a lot of data on many aspects of service and support. I took the HDI Desktop Support Manager course several years ago. Staffing was discussed, but there is no simple ratio for staffing. There are some ...

I'll be attending Pink22 as well. I would be happy to coordinate a meet up if people are interested in getting together. Feel free to message me. Edward Edward Gray (he/him) Co-Manager Information Technology Support Services University of Mary Washington Hurley Convergence Center, Room 112 1301 ...

If you don't need the statistical bent of Six Sigma, I would highly recommend the Lean IT series (Foundation, Kaizen, Leadership). That covers the principles of Lean, including Voice of the Customer, Value Stream Mapping, reducing waste, etc. I would suggest everyone involved take the Foundation course/exam. ...

My name is Edward Gray. I am currently a Co-Manager of IT Support Services at the University of Mary Washington. My primary focus over the past decade has been service and support with an emphasis on service management frameworks, methodologies, and other guidance. Echoing Andrea's sentiment, here ...

We've been using BeyondTrust Remote Support (Bomgar) for over 10 years. We have 14 concurrent licenses: two are reserved for our Help Desk, two are reserved for IT Support Services (Desktop Support, AV Support, Classroom/Lab Support), and the rest are shared among several others who support users (other ...

After gathering some initial information about the request (purpose, how the user intends to leverage the app, how the app will be funded for those with a cost involved), we funnel the request through our change process. Most get approved, though few have been adopted by more that a handful of users. ...