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Bob Geswein

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RE: TDX/Ivanti and CMDB

Posted By Bob Geswein 01-17-2024 04:06:47 PM
Found In Egroup: IT Service Management \ view thread
Hi Tammy, We went live in TDX in July for ticketing. ITAM and CMDB are on our roadmap. Using TDX's native capabilities while leveraging iPaaS to integrate Sassafras, JAMPF, and other sources of information, I believe we'll be comfortable with what we create regarding a more holistic approach to ...

RE: Mac Patching Questions

Posted By Bob Geswein 08-25-2023 10:27:16 AM
Found In Egroup: IT Support Services \ view thread
Stephen, Here's our SME's response: So, for us, there are several reasons. I would say all of them IT related, and not "administrative pressure" driven: Lots of folks are behind the "no bind" idea these days, and we did explore it when moving to our new servers about a year ago now. Our ...

RE: Mac Patching Questions

Posted By Bob Geswein 08-24-2023 02:09:33 PM
Found In Egroup: IT Support Services \ view thread
Hi Beth and All, Our Apple Enterprise Support team responded with the following information: What product do you use for patching your Macs and do you like it? We manage our fleet with cloud-hosted Jamf Pro. Within Jamf, for system updates we utilize a utility that I was introduced to at ...

System Changes during key times in the semester. Attachments

Posted By Bob Geswein 01-10-2023 11:42:29 AM
Found In Library: IT Support Services

RE: System Changes during key times in the semester.

Posted By Bob Geswein 01-10-2023 11:42:29 AM
Found In Egroup: IT Support Services \ view thread
Hi Sherry, The guidelines in the attached doc have been in place for several years at Purdue. Before, there were times when changes to academic and student facing systems during key times (i.e., finals week, start of semester, ...), even when successful, bit us because the systems were unavailable. ...

RE: System Changes during key times in the semester.

Posted By Bob Geswein 01-10-2023 11:38:03 AM
Found In Egroup: IT Support Services \ view thread
Hi Sherry, The guidelines in the attached doc have been in place for several years at Purdue. Before, there were times when changes to academic and student facing systems during key times (i.e., finals week, start of semester, ...), even when successful, bit us because the systems were unavailable. ...

System Changes during key times in the semester. Attachments

Posted By Bob Geswein 01-10-2023 11:38:03 AM
Found In Library: IT Support Services

RE: ITIL training recommendations?

Posted By Bob Geswein 12-07-2022 06:22:33 AM
Found In Egroup: IT Service Management \ view thread
Purdue is partnered with HPE Education Services for a very large ITIL training initiative (we've had nearly 700 participate in Foundations with ~400 certified to date). We've also procured next-level training in the form of the CDS and DPI courses. I have nothing but great things to say about the efforts ...

RE: Where does your IT Vendor Management team live?

Posted By Bob Geswein 10-31-2022 03:03:07 PM
Found In Egroup: IT Procurement and Supplier Management \ view thread
Hi Tim, Somewhat of a hybrid approach here at Purdue. We have a central IT licensing team that handles most annual software renewals, including Microsoft EES and Adobe. We also run a lot through our procurement office, especially for new asks like the ITSM RFP we're wrapping up. Most agreements with ...

RE: Survey Response Analysis

Posted By Bob Geswein 08-19-2022 07:42:00 AM
Found In Egroup: IT Support Services \ view thread
Hi All, We leverage our ticketing system (currently FootPrints 11.6.13). Some supervisors supplement these with additional, targeted Qualtrics surveys for performance reviews. The FootPrints surveys are translated to a Tableau dashboard that can display the organization as a whole, by department/director, ...

RE: Service Level Agreements

Posted By Bob Geswein 04-04-2022 08:44:52 AM
Found In Egroup: IT Service Management \ view thread
Hi Susan, Initially, it will be entirely manual. Leadership will communicate the expectation. We should be able to create a dashboard to report how we are performing organizationally and perhaps down to the individual agent level. Initially, my office will intend to be the scorekeeper and leave the ...

RE: Service Level Agreements

Posted By Bob Geswein 04-04-2022 06:50:14 AM
Found In Egroup: IT Service Management \ view thread
Brooke, Schedule Date is a field available to agents for service requests that are known to take longer than 5 business days, which is about 15% of our intake. We set the Urgency to "Scheduled" then negotiate/communicate the target with the customer. We are working to establish a standard 4-hour ...

RE: Service Level Agreements

Posted By Bob Geswein 03-31-2022 01:54:36 PM
Found In Egroup: IT Service Management \ view thread
These are the same for incidents and service requests, with "Scheduled" only applying to the latter, and were produced by polling our Big Ten colleagues as well as doing some online research. Let me know if we can help further. Bob Geswein Director, IT Service Excellence 765-413-2807 rges ...

RE: SLA KPIs

Posted By Bob Geswein 12-09-2021 02:27:14 PM
Found In Egroup: IT Service Management \ view thread
Hi Chrissie, Responses in-line below. Please feel free to email me directly if you have any questions. --Bob Do you have an overarching SLA for all services offered to the campus or only establish SLA for some services? No written SLAs have been established with our customer base, only with our vendors. ...

RE: Outsourcing Help Desk Phone Answering

Posted By Bob Geswein 12-09-2021 02:12:52 PM
Found In Egroup: IT Support Services \ view thread
Hi Chrissie, Responses in-line below. Please feel free to email me directly if you have any questions. --Bob Do you have an overarching SLA for all services offered to the campus or only establish SLA for some services? No written SLAs have been established with our customer base, only with our vendors. ...