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Bob Black

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Posted By Bob Black 05-11-2022 08:12:14 AM
Found In Egroup: CIO
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Our ROI method is to periodically sample the bot and review every interaction during a period of time. We rate the quality of the chat bot (Ocelot in our case) on a scale of 1 to 5 and assess if the chat bot has been trained to handle the interaction. With Oceleot there is no existing feedback mechanism ...
Posted By Bob Black 04-28-2022 08:45:50 AM
Found In Egroup: IT Service Management
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Greetings all, Did you miss the west coast Open House discussion yesterday or perhaps you didn't get enough ITSM talk this month? Join the open house discussion tomorrow at 4 pm EDT via zoom https://us02web.zoom.us/j/84359900987 Meeting ID: 843 5990 0987 There is no official agenda for these sessions; ...
Posted By Bob Black 03-31-2022 10:54:04 AM
Found In Egroup: IT Service Management
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Like many long time TDX customers, we originally went the route of many unique ticket types. The advent of forms really reduced the need for us to have such granular types and if we had it to do over again, we'd have far fewer. Additionally, as we've begun standing up more and more ticketing applications ...
Posted By Bob Black 03-23-2022 09:13:47 AM
Found In Egroup: IT Service Management
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Hello all, Our User Experience intern has been doing a comparison of key services in our service catalog to other university service catalogs. While we can usually find a comparative service for things like Wi-Fi or typical computing services, they are coming up short with schools that have defined ...
Posted By Bob Black 03-23-2022 07:22:11 AM
Found In Egroup: IT Service Management
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Hello all, Our March virtual open houses takes place this Friday at 4 pm ET via zoom: https://miamioh.zoom.us/j/84359900987 There is no official agenda for these sessions; it's an open forum to discuss all things service management (and some things not): challenges you are facing, developments in ...
Posted By Bob Black 02-23-2022 07:35:57 AM
Found In Egroup: IT Service Management
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Hello all, Our February virtual open houses takes place again this Friday at 4 pm ET via zoom: https://miamioh.zoom.us/j/84359900987 There is no official agenda for these sessions; it's an open forum to discuss all things service management (and some things not): challenges you are facing, developments ...
Posted By Bob Black 01-31-2022 10:27:28 AM
Found In Egroup: IT Service Management
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Hi Mark, Given the size of this community (1000s of people) and that people subscribe/unsubscribe as they wish, there is no easy way to invite everyone to the zoom and have the list synchronized in any useful way. I recommend folks add a recurring item on their own calendar for the last Friday of ...
Posted By Bob Black 01-31-2022 10:14:38 AM
Found In Egroup: IT Service Management
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The primary reason we have these 6 (including the broader ERP) defined as IT services is because there is substantial "ownership" on the IT side of co-creation of value. Many customizations to Banner that IT designed, delivered, and support. Integrations between applications that IT designed, deliver ...
Posted By Bob Black 01-28-2022 01:33:53 PM
Found In Egroup: IT Service Management
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We've probably gone too far and have a single service "Enterprise Resource Management" that covers nearly everything Banner. It is quite difficult to untangle the web of business services (SIS, EIS, or more narrowly registration, courses, financial transactions, employment, etc) from the underlying tech ...
Posted By Bob Black 01-26-2022 02:13:17 PM
Found In Egroup: IT Service Management
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Hello all, Greetings and Happy New Year! We kick-off our first monthly open houses of 2022 again this Friday via zoom. I do my best to host one of these each month on the last Friday. https://miamioh.zoom.us/j/84359900987 There is no official agenda for these sessions; it's an open forum to discuss ...
Posted By Bob Black 10-29-2021 08:35:24 AM
Found In Egroup: IT Service Management
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Hello all, Our October virtual gathering, which occurs the last Friday of most every month will convene via zoom at 4 PM EDT: https://miamioh.zoom.us/j/84359900987 There is no official agenda for these sessions; it's an open forum to discuss all things service management: challenges you are facing, ...
Posted By Bob Black 10-22-2021 07:23:17 AM
Found In Egroup: IT Service Management
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Passing along: The EDUCAUSE DEI Advisory Committee would appreciate your input on the EDUCAUSE DEI Roadmap. This was created as an action-plan to assist our higher education community at all levels on their DEI journey. It provides an opportunity to learn from three different starting points based on ...
Posted By Bob Black 10-19-2021 07:23:53 AM
Found In Egroup: Instructional Technologies
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We have a shared support model for our campus, so the job of performing periodic checks is distributed across different first responder teams. For those that opt-in, we create tickets in our ITSM platform just prior to the start of term for each learning space we want checked. Those tickets contain a ...
Posted By Bob Black 10-07-2021 07:44:00 AM
Found In Egroup: Developing and Executing Data Strategy
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Hi Lucas, An approach we have found successful here is to start with a "use what you have" and then build incrementally from there. We model all of our metrics across 3 dimensions: - Context (typically addresses the how many, what types, etc type of questions) - Speed (how fast things move through ...
Posted By Bob Black 09-28-2021 11:49:17 AM
Found In Egroup: IT Service Management
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I might be going against the grain on this one. I do not see anything wrong with resolving an incident using a standard change. It seems to happen frequently. A laptop dies, we replace it with a new one. A piece of software fails, we uninstall and reinstall it. I'd be surprised if any of us use normal ...
Posted By Bob Black 09-20-2021 09:10:33 AM
Found In Egroup: Project Management
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Thanks for sharing this event. I will certainly include it as an option for these students. Some fantastic topics on the agenda. ------------------------------ - Bob Black Assistant Director, IT Process and Planning Miami University ------------------------------
Posted By Bob Black 09-17-2021 06:28:35 AM
Found In Egroup: Project Management
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Hello all, I have the pleasure of teaching one of our undergraduate project management courses, titled Principles and Practices of Managing Interactive Projects, this semester to the students in our Emerging Technology in Business and Design program. One of the goals I set for the course is for students ...
Posted By Bob Black 09-14-2021 09:55:54 AM
Found In Egroup: IT Service Management
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Test received. Welcome to the new collaboration platform, ITSM CG. Looks promising.