[41074] in Resnet-Forum
Re: Tracking work done in the field, especially lab checks
daemon@ATHENA.MIT.EDU (Lyons, Andrew H)
Mon Mar 14 16:42:02 2016
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Date: Mon, 14 Mar 2016 20:41:15 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: "Lyons, Andrew H" <alyons@albany.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <295EC4BAD0B03844B532D5A6A340A47C2731392C@BUESFS.bellarmine.edu>
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I like the idea of tracking work done more broadly (it's still work when no=
thing is broken). Since you noted tracking incidents, might you create some=
categorization in your tracking tool to record these service checks? Somet=
hing like...
Category: Lab/classroom check
Sub-category: Paper refill, toner replacement, etc.
Location: Library main floor, Johnson 202, etc.
Notes: Describe what was done or checked
This would also get them half-way through recording data anyway if it turns=
out that there is a problem to follow up on.
We have our student staff track everything they do (more than pointing out =
printers, bathrooms, and poorly-labeled offices) in our Service Desk tool (=
FootPrints). This gives us great data on what happens where and when. Hope =
this helps!
Andrew Lyons
IT Support Specialist
Information Technology Services
University at Albany
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Ward, Sea=
n
Sent: Monday, March 14, 2016 4:13 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: [RESNET-L] Tracking work done in the field, especially lab checks
Here's the situation:
Our student workers only staff the main IT support desk and head out to che=
ck on issues in classrooms, computer labs, and public computing areas as ne=
eded, especially to make sure the areas we are responsible for have adequat=
e printing supplies and the computers are working (I know, that's a big sur=
prise there). In order to instill that these activities are important and =
are not done simply to create work for them, I want something that allows t=
hose of us at the office to know which areas are starting to go "stale" bec=
ause they haven't been looked at recently, ideally so the student workers c=
an also see that information and make sure an area doesn't go too long with=
out being looked at. We only have about 7 student workers, so we can't alw=
ays send them out to always take care of these tasks. I'm thinking that co=
unting the number of reams of paper in a location is a good start, as that =
lets us know whether we can wait for a student worker to take paper out to =
that location or do we need to get a full time tech out there right now. W=
e're trying to do this with Trello (a board with cards for each location, a=
utomatically generated from an email from a system that can send them out o=
n a schedule) but that is very manual and more of a reminder to go do the w=
ork and not easy to sort through. A paper checklist still needs to be revi=
ewed, and can be lost or ignored, so I'm looking for some sort of system wh=
ere they login, select the location, enter the information we want, and sub=
mit it. Through another view, we can see what the most recent login was fo=
r each area to get an idea of where we stand in terms of supplies and wheth=
er we need to restock. This also gets them logging into a computer, which =
verifies there's no issue with that machine, as well as gets them that much=
closer to being able to submit an incident if there is something broken.
I think that makes sense (this being the day after a clock shift for daylig=
ht savings, I can't know for sure) but here's my questions: Is anyone doing=
anything like this with your students already? If so, do you use a home-g=
rown or purchased solution? If home grown, what does it run on; if purchas=
ed, what is it?
Some students do not need the reminder to check the spaces and report issue=
s/restock as needed; others do. Recording this gives us a way to quantify =
"did you do what we asked you to do" and also gives a chance to gather some=
data to determine if we need to restock certain areas more (or less) often=
as to decrease "emergency" calls (or save effort).
Thanks,
Sean
___________________________________________
Sean Ward, Manager, Technology Support Center
BELLARMINE UNIVERSITY
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
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<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">I like the idea of tracking work done more=
broadly (it’s still work when nothing is broken). Since you noted tr=
acking incidents, might you create some categorization
in your tracking tool to record these service checks? Something like…=
;<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Category: Lab/classroom check<o:p></o:p></=
span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Sub-category: Paper refill, toner replacem=
ent, etc.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Location: Library main floor, Johnson 202,=
etc.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Notes: Describe what was done or checked<o=
:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">This would also get them half-way through =
recording data anyway if it turns out that there is a problem to follow up =
on.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">We have our student staff track everything=
they do (more than pointing out printers, bathrooms, and poorly-labeled of=
fices) in our Service Desk tool (FootPrints).
This gives us great data on what happens where and when. Hope this helps!<=
o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D"><o:p> </o:p></span></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Andrew Lyons<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">IT Support Specialist<o:p></o:p></span></p=
>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">Information Technology Services<o:p></o:p>=
</span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D">University at Albany<o:p></o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.0pt;font-family:"Ge=
orgia",serif;color:#1F497D"><o:p> </o:p></span></p>
<div>
<div style=3D"border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b>From:</b> Resnet Forum [mailto:RESNET-L@LISTSERV.=
ND.EDU] <b>
On Behalf Of </b>Ward, Sean<br>
<b>Sent:</b> Monday, March 14, 2016 4:13 PM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> [RESNET-L] Tracking work done in the field, especially lab =
checks<o:p></o:p></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">Here’s the situation:<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">Our student workers only staff the main IT support desk=
and head out to check on issues in classrooms, computer labs, and public c=
omputing areas as needed, especially to make sure
the areas we are responsible for have adequate printing supplies and the c=
omputers are working (I know, that’s a big surprise there). In =
order to instill that these activities are important and are not done simpl=
y to create work for them, I want something
that allows those of us at the office to know which areas are starting to =
go “stale” because they haven’t been looked at recently, =
ideally so the student workers can also see that information and make sure =
an area doesn’t go too long without being looked at.
We only have about 7 student workers, so we can’t always send them o=
ut to always take care of these tasks. I’m thinking that counti=
ng the number of reams of paper in a location is a good start, as that lets=
us know whether we can wait for a student worker
to take paper out to that location or do we need to get a full time tech o=
ut there right now. We’re trying to do this with Trello (a boar=
d with cards for each location, automatically generated from an email from =
a system that can send them out on a schedule)
but that is very manual and more of a reminder to go do the work and not e=
asy to sort through. A paper checklist still needs to be reviewed, an=
d can be lost or ignored, so I’m looking for some sort of system wher=
e they login, select the location, enter the
information we want, and submit it. Through another view, we can see=
what the most recent login was for each area to get an idea of where we st=
and in terms of supplies and whether we need to restock. This also ge=
ts them logging into a computer, which verifies
there’s no issue with that machine, as well as gets them that much c=
loser to being able to submit an incident if there is something broken.<o:p=
></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">I think that makes sense (this being the day after a cl=
ock shift for daylight savings, I can’t know for sure) but here’=
;s my questions: Is anyone doing anything like this with your
students already? If so, do you use a home-grown or purchased soluti=
on? If home grown, what does it run on; if purchased, what is it?<o:p=
></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">Some students do not need the reminder to check the spa=
ces and report issues/restock as needed; others do. Recording this gi=
ves us a way to quantify “did you do what we asked
you to do” and also gives a chance to gather some data to determine =
if we need to restock certain areas more (or less) often as to decrease =
220;emergency” calls (or save effort).<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">Thanks,<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Pe=
rpetua",serif">Sean<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Per=
petua",serif"><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Per=
petua",serif">___________________________________________
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><b><span style=3D"font-size:9.0pt;font-family:"=
Perpetua",serif">Sean Ward</span></b><span style=3D"font-size:9.0pt;fo=
nt-family:"Perpetua",serif">, Manager, Technology Support Center<=
o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:9.0pt;font-family:"Per=
petua",serif">BELLARMINE UNIVERSITY<o:p></o:p></span></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-size:12.0pt;font-family:"Ti=
mes New Roman",serif">________________________________________________=
___ You are subscribed to the ResNet-L mailing list.
<o:p></o:p></span></p>
<p>To subscribe, unsubscribe or search the archives, go to <a href=3D"http:=
//LISTSERV.ND.EDU/archives/resnet-l.html" target=3D"_blank">
http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
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