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Deborah Saks

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RE: Request for recommendation - documentation/video on how service management practices relate to each other

Posted By Deborah Saks 04-24-2024 07:55:59 AM
Found In Egroup: IT Service Management \ view thread
I would like to get a copy of this as well!thank you for sharing. -Deborah ______________ Deborah Saks Deputy Chief Information Officer Massachusetts College of Art and Design

Goggle and no contact orders

Posted By Deborah Saks 01-26-2024 11:32:00 AM
Found In Egroup: Google Workspace \ view thread
Hello, I am new to using and supporting Google tools. We are almost an exclusive Google school. Our Title 9 coordinator has asked if it is possible to people to block each other (like student to student or staff to staff) through Google. This would be for all functionality (email, chat, docs etc). This ...

RE: MFA

Posted By Deborah Saks 12-13-2023 12:14:41 PM
Found In Egroup: Cybersecurity \ view thread
The decision to go to OneLogin was made before I started at MassArt. it has been purchased and ready to go. I just need a plan. Deb -- Deborah Saks Deputy Chief Information Officer Massachusetts College of Art and Design

MFA

Posted By Deborah Saks 12-13-2023 12:09:00 PM
Found In Egroup: Cybersecurity \ view thread
Hello, We are implementing OneLog in soon for MFA and I am wondering if anyone has a project plan, roll out and testing and communications, specifically if you are using OneLogin. (we are also using Google for our SSO). Any help or insights would be great. You can email me directly if you would ...

RE: endpoint management

Posted By Deborah Saks 12-11-2023 11:22:46 AM
Found In Egroup: IT Support Services \ view thread
We currently use PDQ onsite and that isn't working well for us. Our current Microsoft licensing does not include intune. -- Deborah Saks Deputy Chief Information Officer Massachusetts College of Art and Design

endpoint management

Posted By Deborah Saks 12-11-2023 10:32:00 AM
Found In Egroup: IT Support Services \ view thread
Hello, We are looking for a new endpoint managmenet tool. We are currently lookint at Manage Engine Endpoint Central and KACE SMA. Has anyoen worked with either of these (especially Manage Engine) What are your thoughts pro or con. We are using TDX for our ticketing system and hopefully either of ...

RE: Migration from Cherwell to Team Dynamix

Posted By Deborah Saks 11-03-2023 10:39:29 AM
Found In Egroup: IT Service Management \ view thread
We did a Cherwell to TDX conversion at my previous institution. We took a copy of Cherwell and made it an inactive Sandbox version that was available only to a few of us with VPN access to the onsite sandbox server to look up old assets or tickets. Then, any open tickets were the responsibility of the ...

Tableau for reporting

Posted By Deborah Saks 03-17-2023 09:49:05 AM
Found In Egroup: IT Support Services \ view thread
I am just finishing up a Tableau class and it seems great. Does anyone use Tableau for reporting service desk /tickets monthly reports and trends and analysis? If so, did you create a template? I'd love to talk. ------------------------------ Deborah Saks Director of IT Service Management Framingham ...

What do you use for you Intranet?

Posted By Deborah Saks 10-13-2022 08:09:53 AM
Found In Egroup: IT Support Services \ view thread
We are trying to get an intranet going and we were trying to use Sharepoint but are having a lot of issues and looking at other options. What are you all using for your intranet? We would like a document management system that requires authentication, forms, KB etc. -Deb ------------------------------ ...

Is anyone using Sharepoint

Posted By Deborah Saks 09-27-2022 09:08:55 AM
Found In Egroup: IT Support Services \ view thread
We are trying to user Sharepoint as an intranet for our employees and students to log into as a document repository (behind authentication). The problem is that we have a dual domain structure and without sending out emails to students that they need to approve or request access, we are stuck. Is anyone ...

RE: ticket Classification question

Posted By Deborah Saks 05-03-2022 07:49:12 AM
Found In Egroup: IT Service Management \ view thread
Thank you for all your responses. What I am also getting tricked up on (like Mike Sweeney) is we also have service offerings that they don't ask for but we give them (like you are due for a computer upgrade, schedule a time to have us replace your machine) that is a service request that we initiate and ...

ticket Classification question

Posted By Deborah Saks 05-02-2022 09:54:38 AM
Found In Egroup: IT Service Management \ view thread
HI, We have a few interesting tickets here this month and we have differing opinions on how they should be categorized but they are similar in why it is awkward. We had a short time where our faculty and staff were prompted by Microsoft to upgrade to Office 2019. Most of the time that failed but it ...

SharePoint with Look book

Posted By Deborah Saks 04-11-2022 10:10:26 AM
Found In Egroup: IT Communications \ view thread
Is anyone using SharePoint for internal websites (intranet) and use Look book as the templates? We are thinking about it and I would like to hear anyone's experience with it. https://lookbook.microsoft.com/ -Deb ______________________________________________ Deborah M. Saks Director of IT Service ...

SharePoint with Look book

Posted By Deborah Saks 04-11-2022 10:10:03 AM
Found In Egroup: IT Support Services \ view thread
Is anyone using SharePoint for internal websites (intranet) and use Look book as the templates? We are thinking about it and I would like to hear anyone's experience with it. https://lookbook.microsoft.com/ -Deb ______________________________________________ Deborah M. Saks Director of IT Service ...

Info-tech Research Group

Posted By Deborah Saks 03-02-2022 11:15:44 AM
Found In Egroup: IT Support Services \ view thread
We are looking at possibly starting a contract with Info.Tech Research Group for some initiatives coming forward. Does anyone contract with them? If so, what have you used them for and any advice you have. -thank you Deb ______________________________________________ Deborah M. Saks Director ...

Moving content off main university web page

Posted By Deborah Saks 02-24-2022 01:19:30 PM
Found In Egroup: IT Communications \ view thread
We are redesigning our university website and part of the project is to move all pages that are not part of marketing to be moved off the main site and to another site/sites. Has anyone done this recently? Where did you move non marketing documents. We are thinking of maybe Sharepoint or something else ...

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

Posted By Deborah Saks 02-16-2022 02:46:24 PM
Found In Egroup: IT Service Management \ view thread
I am interested in being part of a pre-conference workshop. Some great ideas out there, let know how I can help and where I an be used the best. -Deb Deborah M. Saks Director of IT Service Management Information Technology Services 508 626-4930

RE: First Call Resolution (FCR)

Posted By Deborah Saks 12-23-2021 10:00:18 AM
Found In Egroup: IT Support Services \ view thread
Hi Nathan, Do you use the FCR for emails and service catalog items as well or just walk in and phone? I think we could easily do that for walk in and phone, but we don't always open tickets within 1 hour. -Thanks Deb _____________ Hi Deborah, We use TeamDynamix and have defined FCR as resolved ...

First Call Resolution (FCR)

Posted By Deborah Saks 12-20-2021 01:22:35 PM
Found In Egroup: IT Support Services \ view thread
Hello, we are trying to start reporting off of FCR (Frist call/contact resolution). We were wondering how people determine this metric. With phone or walk in, it seems a bit easier- was first level able to answer/ resolve the call before they left or within 24 hours. It is much tougher for us to do ...

RE: test

Posted By Deborah Saks 09-14-2021 12:44:03 PM
Found In Egroup: IT Service Management \ view thread
This looks great. Checking to see if the reply via email works. Thanks Deb ______________________________________________ Deborah M. Saks Director of Service Management and Campus Technology Information Technology Services 508 626-4930 Framingham State University 100 State Street, PO Box ...