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Becky Klein

Assistant Director - Campus Relations,
Drake University

Drake University
Des Moines, IA
United States

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You're invited to SIGUCCS 2024!

Posted By Becky Klein 01-23-2024 10:52:00 AM
Found In Egroup: IT Service Management \ view thread
(Apologies in advance because this info is being cross-posted across several CG's.) Hi everyone, I've been a member of ACM SIGUCCS for the majority of my IT career, and I can say without hesitation that this group has helped me grow professionally, develop new skills, build a strong network, and ...

RE: Using Microsoft Teams as contact method for Service Desk

Posted By Becky Klein 10-26-2023 09:42:39 AM
Found In Egroup: IT Support Services \ view thread
At Drake, we use MS Teams calling as our telephone service on campus, so our Help Desk phone tree is setup within that environment. We have teams and chats setup to communicate internally, but we don't use/advertise any chat functionality as a means of end users contacting us for support. -Becky Klein ...

Group vs Individual assignments in Change Requests

Posted By Becky Klein 08-02-2023 01:47:00 PM
Found In Egroup: IT Service Management \ view thread
How do you handle assignments in Change Requests? Are they immediately sent to an individual? Or do you assign them to a group first, then an individual within that group? What's the recommended best practice for this? ------------------------------ Becky Klein, M.A. (she/her/hers) Assistant Director ...

RE: Maintenance Windows

Posted By Becky Klein 03-24-2023 11:57:19 AM
Found In Egroup: IT Service Management \ view thread
Drake's maintenance windows are published on our website: https://www.drake.edu/its/maintenanceschedule/ -- Becky Klein, M.A. (she/her/hers) Assistant Director – Campus Relations, Information Technology Services Equity Action Partner 2.0, ally-in-training Adjunct Professor, Blueprint for Success ...

RE: Moving from traditional MS Office to Office 365

Posted By Becky Klein 03-01-2023 03:37:56 PM
Found In Egroup: IT Support Services \ view thread
Drake University has been on Microsoft 365 for quite a while – I think since before I started in September 2019. It's made managing software much easier for us. If you have the choice to go to 365, that would be my recommendation, versus going with versions that will continue to need replacing every ...

RE: Microsoft MFA

Posted By Becky Klein 12-09-2022 09:52:21 AM
Found In Egroup: IT Support Services \ view thread
Here at Drake, we have a home-grown password management tool that our support center and after-hours vendor both use for resetting passwords. We switched from Duo to Microsoft MFA this past January (coming up on a year) and a colleague built in some MFA management functions into the password manager ...

RE: Hourly Rate for for Part-Time Help Desk Support

Posted By Becky Klein 05-13-2022 01:50:53 PM
Found In Egroup: IT Support Services \ view thread
Is that what you pay student workers, or "adult" workers? I don't have any non-student staff at the moment. Our student techs have been paid $7.25/hour to start with a maximum wage of $12/hour, but beginning this summer our pay range for students will be bumped up to $9-13.75. -Becky -- Becky ...

upcoming conferences

Posted By Becky Klein 05-13-2022 01:48:44 PM
Found In Egroup: IT Service Management \ view thread
Hi everyone, I was curious to know who's attending TDX Converge, or HDI Support World, or both in the next couple weeks? In person or virtually? I'll be attending both virtually. -Becky ------------------------------ Becky Klein, M.A. (she/her/hers) Assistant Director - Campus Relations, Information ...

RE: ticket Classification question

Posted By Becky Klein 05-03-2022 12:26:53 PM
Found In Egroup: IT Service Management \ view thread
In this case, I wouldn't reclassify a ticket. I'd resolve the initial incident with the broken monitor, then open a second ticket as service request to replace the monitor. -- Becky Klein, M.A. (she/her/hers) Assistant Director – Campus Relations, Information Technology Services Adjunct Professor, ...

ticketing system cause codes

Posted By Becky Klein 04-04-2022 03:28:53 PM
Found In Egroup: IT Service Management \ view thread
Hi all, I've been asked to implement cause codes in our ticketing system, and to keep it simple. If you've got cause codes setup in your ticketing system, would you mind sharing your cause codes with me? I've found some info online, but it's more complicated than it needs to be. Thanks in advance! ...

Service Level Agreements Attachments

Posted By Becky Klein 03-31-2022 02:02:20 PM
Found In Library: IT Service Management (ITSM)

RE: Service Level Agreements

Posted By Becky Klein 03-31-2022 02:02:00 PM
Found In Egroup: IT Service Management \ view thread
Here's a color-coded chart with our schema and the spreadsheet with corresponding definitions. This was implemented a little over a year ago. I picked brains in this CG before I implemented! -Becky -- Becky Klein, M.A. (she/her/hers) Assistant Director – Campus Relations, Information Technology ...

RE: TDX Ticket Types

Posted By Becky Klein 03-31-2022 01:43:09 PM
Found In Egroup: IT Service Management \ view thread
I wasn't around when Drake implemented TDX 5 years ago, but when I started 2.5 years ago one of the first things I was asked to do was to align the services/forms with the ECAR categorization. So our setup follows the recommendations that Brooke shared in the KB article – I hadn't seen that when I ...

RE: Computer labs

Posted By Becky Klein 02-14-2022 01:00:01 PM
Found In Egroup: IT Support Services \ view thread
I'm fairly certain (though could be wrong) that we have some software applications where our licensing does not allow us to virtualize them like this. And with budgetary constraints due to a number of factors, we can't just change licensing or invest in other platforms. -- Becky Klein, M.A. (she/her/hers) ...

RE: Computer labs

Posted By Becky Klein 02-14-2022 12:17:24 PM
Found In Egroup: IT Support Services \ view thread
Chromebooks don't work for our campus; too many applications that won't work well or at all. -- Becky Klein, M.A. (she/her/hers) Assistant Director – Campus Relations, Information Technology Services Adjunct Professor, Bulldog Foundations Advisor, Sigma Alpha Iota, Pi chapter Drake University ...

RE: Computer labs

Posted By Becky Klein 02-14-2022 11:26:54 AM
Found In Egroup: IT Support Services \ view thread
In our case, we have students who don't have their own laptops, and there's no institutional requirement for them to do so. We do have a segment of underprivileged students for whom this would be a burden. Is it a perfect system? No. But requiring computers or providing them to students opens a can of ...

RE: separating services in catalog by audience

Posted By Becky Klein 01-27-2022 02:21:59 PM
Found In Egroup: IT Service Management \ view thread
The 5 in question are all in the same category of our catalog. And we currently don't have filtering options in place – I think we could restrict services based on role, but that hasn't been requested at this point. (Right now we just note "faculty/staff only" on the ones that shouldn't be used by students. ...

separating services in catalog by audience

Posted By Becky Klein 01-27-2022 12:42:37 PM
Found In Egroup: IT Service Management \ view thread
Hi all, Wondering whether any of you separate the services in your catalog by the audience? Example: - Email is for everyone on campus, so services are not separated for students vs fac/staff. - We have 5 services that interface with our Banner system currently listed individually. All combined, these ...

RE: Please welcome Lucas Friedrichsen as our New ITSM CG Leader

Posted By Becky Klein 01-26-2022 08:11:01 AM
Found In Egroup: IT Service Management \ view thread
Congratulations Lucas! This is fantastic news! I know we're in excellent hands. -Becky -- Becky Klein, M.A. (she/her/hers) Assistant Director – Campus Relations, Information Technology Services Adjunct Professor, Bulldog Foundations Advisor, Sigma Alpha Iota, Pi chapter Drake University ...

RE: Visibility of priority to end users

Posted By Becky Klein 01-23-2022 05:26:46 PM
Found In Egroup: IT Support Services \ view thread
We prompt users to select the impact and urgency, but they do not see the resulting priority or SLA. Priority and SLA are internal fields that we in ITS use to prioritize requests, but they're not helpful for end users to see. Users don't see the full spectrum of tickets in our queues, and often think ...